Travel Insurance FAQs

This will depend on what you want to be covered for. You may want to consider how much your holiday has cost you and whether you have any pre-existing medical conditions that you need to declare.

If you are only planning to travel once in a year, then a Single trip policy could be more appropriate for you. Single Trip policies do cover you to travel to multiple destinations, but you will need to ensure that you advise us of all destinations when you get a quote.

If you are planning to go on holiday more than once in a year, then an Annual multi-trip policy could be more cost effective and save you having to take out a new policy each time you travel, provided that no trip exceeds the maximum trip duration allowed under your chosen level of cover. You'll also be covered for Cancellation from the start date of your Annual multi-trip policy, offering you value and peace of mind from the start.

Provided you have not already left your home to start your trip, esure Travel Insurance will provide you with cover as soon as your purchase has been confirmed. Please note, there is no cover for anything you are aware of at the time of purchase.

On an annual multi-trip policy, you do not need to tell us each time you travel. On a single trip policy you do need to advise us of all countries you are travelling to, as well as the duration of your planned trip. For annual multi-trip policies you need to ensure that you have selected the region to cover all your destinations.

Yes, each individual on the policy can travel independently of the other travellers. However, children under 18 must be accompanied by an adult who is covered by the policy. We are unable to offer cover for unaccompanied children to travel.

We are unable to offer cover for individuals who have already left the UK. You need to purchase your travel insurance while you are still in the UK and before your trip has started. If you buy a policy while you're abroad, the policy will be invalid and would not provide cover under any circumstances.

The policy excess is the amount you pay when you make a claim, which is set out in the table of benefits. Where a claim is made for the same incident, only one excess will apply per trip, per insured person (maximum 2). Full details of the excess can be found in the relevant policy wording.

If you use a Reciprocal Health Arrangement, any other arrangement with another country or private medical insurance to reduce your medical expenses, you won't have to pay an excess.

You should always check the Foreign, Commonwealth & Development Office (FCDO) travel advice and entry requirements of your intended destination before purchasing a policy. If the FCDO travel advice changes due to a pandemic, you would not be covered to cancel your trip. Instead, please speak with your travel agent or tour operator to seek rearrangement or refund. If the FCDO travel advice changes due to a reason other than a pandemic, you may have cover to cancel your trip if your costs are not recoverable elsewhere.

Please note that no cover is provided if you travel to a country or area where the FCDO has advised against all (but essential) travel.

The benefits, limits and excesses within your policy are per person, per incident. Therefore, if you have a Couple, Family or Group policy, the limits and excesses will be for each of you individually.

Full details of benefit limits are available during the quote process and can also be found in the relevant policy wording, depending on where the policy was purchased.

Our Family policy covers up to 2 adults and up to 6 children under the age of 18, who all live at the same address. Children may include stepchildren, foster children and adopted children.

If your children are 18 years or over, you may want to consider buying a Group annual multi-trip policy or a Group single trip policy. We can only offer a Group annual multi-trip policy over the phone, so please call us on 0345 600 3950, Monday to Friday 9am to 5pm, excluding Bank Holidays.

Yes, each individual on the policy can travel independently of the other travellers. However, children under 18 must be accompanied by an adult who is covered by the policy. We are unable to offer cover for unaccompanied children to travel.

For single trip policies, the maximum trip duration is up to 90 days.

For annual multi-trip policies, the maximum trip duration is up to:

• 22 days for Silver and Economy policies
• 32 days for Gold and Standard policies
• 45 days for Platinum and Premium policies

Trips within the UK are covered when you have pre-booked accommodation or pre-booked transport for a minimum of 2 nights at least 50 miles from your home.

Yes, it does. If you purchase the policy directly from esure, you can be covered if you are up to and including 85 years old, no matter where you are travelling.

If you purchase the policy through a price comparison website such as MoneySuperMarket or Compare the Market, you can be covered if you are up to and including 75 years old, no matter where you are travelling.

Children under the age of 18 must be accompanied by an adult over the age of 18 named on the insurance policy for the duration of the trip.

No, only residents in the UK, excluding the Channel Islands and the Isle of Man, who are registered with a UK GP can purchase travel insurance from esure. You must purchase travel insurance before leaving the UK, excluding the Channel Islands and the Isle of Man. If you purchase a policy after your trip has commenced there will be no cover, and the policy may be void.

The benefits, limits and excesses within your policy are per person, per incident, limited to two excess amounts if more than one insured person is claiming, per trip. Therefore, if you have a Family or Group policy, the limits and excesses will be for each of you individually. The exception applies to claims for legal expenses and personal liability, which are per policy, not per person. Full details of benefit limits are available during the quote process and can also be found in the relevant policy wording.

Yes, our single trip and annual multi-trip policies cover holidays in the UK. You are covered for any trip not exceeding the maximum trip length as confirmed on your policy schedule. For annual multi-trip policies you must have at least 2 nights' pre-booked accommodation or pre-booked transport at least 50 miles from your home for your UK trip to be covered.

Yes, single trip policies do cover you to travel to multiple destinations. Please add all the countries you are travelling to when taking out a quote. The country or countries you select when taking out your policy will be noted on your policy schedule.

No, policyholders must be at least 18 years of age, and children aged 17 or under are only covered when travelling with an adult covered under the same policy.

esure Travel Insurance is underwritten by Inter Partner Assistance S.A. UK branch, which is part of the AXA Group, for core cover.

Gadget Cover is administered by Taurus Insurance Services Limited and underwritten by AmTrust Specialty Ltd.

Further details can be found within the Essential Information and Demands & Needs Document and the relevant policy wording, depending on where the policy was purchased.

We will write to you at least 21 days before your annual multi-trip policy expires to remind you that your policy is coming up for renewal. Where you have opted in to auto renewal, and if you still meet our eligibility criteria, we may renew your policy automatically to ensure that you have continuous cover. You can opt out of automatic renewal at any time during the term of the policy by emailing us, calling us or through your account in the customer portal.

If you choose to opt out of automatic renewal, you can still renew your policy by calling us to arrange payment.

If you have any questions about your renewal, please contact us to speak to a member of our team.

As with all travel insurance policies, exclusions will apply. A few important esure Travel Insurance exclusions are listed below. Please see the relevant policy wording, depending on where the policy was purchased, for all exclusions that apply.

• Inability to travel due to failure to hold a passport or required visas.
• Consumption of alcohol to the extent that it affects your abilities, judgement or health and results in a claim.
• Any losses recoverable from any other source (for example, airline, accommodation provider, credit card).
• If you were not fit to go on your trip when you booked your trip or bought your policy.

A pre-existing medical condition is any injury, illness, or medical problem you had before buying your travel insurance. This can include anything from past diseases or injuries to mental health issues.

If you purchase the policy directly from esure, you need to declare any of the following if, in the last 5 years, you or any person to be covered suffered from or had any medical advice, treatment for (including surgery, tests or investigations) or prescribed drugs or medication for any of the following:

• Any cancer condition
• Any heart-related or blood circulatory condition (including high blood pressure and high cholesterol)
• Any diabetic condition
• Any neurological condition
• Any breathing condition
• Any renal, kidney or liver condition
• Any psychiatric or psychological condition (including anxiety, stress and depression)

And/or any other medical condition for which in the last 12 months:

• you have been prescribed medication, or
• you have received or are waiting to receive treatment (this includes surgery, tests, or investigations).

If you purchase the policy through a price comparison website such as MoneySuperMarket or Compare the Market, please check the relevant website for information on what you need to declare when taking out a travel insurance policy.

You should always declare pre-existing medical conditions on your travel insurance prior to taking the policy out and before your trip has started. If you do not declare these conditions, even if they are stable at the time of taking the policy out, you may end up not being covered when you travel.

If you do not declare your pre-existing medical conditions on your travel insurance policy, you run the risk of invalidating any claims you need to make that relate to your pre-existing medical condition. As such, it's important that you declare them when taking out such a policy and secure a medical travel insurance policy that covers existing medical conditions.

If you contact us during the policy term to inform us of a change in health of anyone on the policy, we will not update your medical declaration, but at the point of renewal you need to ensure that your medical declarations are up to date.

If your health changes before the start of your trip, you should check with your medical practitioner that you are fit to travel.

You may be able to claim under 'Section 1 - Cancelling or cutting short your trip' if your medical practitioner confirms you are not fit to travel.

When you are pregnant, you are covered for bodily injury and illness whilst travelling. However, please check with your transport provider before travelling, as they may have specific rules for pregnant travellers.

It's important to know that this insurance does not cover medical costs for a normal pregnancy or childbirth. This policy is meant to help with unexpected situations, like accidents or sudden illnesses, and having a baby is not considered unexpected. Complications which may arise during pregnancy are covered by esure Travel Insurance. Please see the relevant policy wording, depending on where the policy was purchased, for full details.

Also, any costs related to your pregnancy or childbirth are not covered if the baby's expected birth date is more than 8 weeks (or 16 weeks for multiple births) after your trip ends.

Failing to inform your insurer of any pre-existing medical conditions means that you would not be covered in the event of a claim related to said medical condition and, in some cases, your policy may be considered invalid. In the event that a claim arises, you would be expected to cover the costs of any associated expenses.

To avoid this, you should make sure that all of your medical conditions are disclosed before purchasing your policy. This applies to all travellers with a pre-existing medical condition.

If you have forgotten to tell us about any medical conditions prior to travel, you must contact us as soon as possible on 0345 600 3950, Monday to Friday 9am to 5pm, excluding Bank Holidays.

You are covered for a cruise holiday as standard for things such as cancellation and emergency medical expenses. You can enhance your cover by adding Cruise Cover when taking out a quote to include more specific things that might happen on a cruise, such as missed port cover, cabin confinement and more.

Please refer to the relevant policy wording, depending on where the policy was purchased, for terms and conditions on each section.

If you purchase the policy directly from esure, you are covered for a golf holiday as standard for things such as cancellation and emergency medical expenses. You can enhance your cover by adding Golf Cover when taking out a quote to cover the loss, theft or damage of your own golf equipment. Please refer to the relevant policy wording, depending on where the policy was purchased, for terms and conditions on each section. There is also cover to help with the cost of hiring golf equipment, as well as for any loss of pre-paid green fees. Single article limits apply.

If you purchase the policy through a price comparison website such as MoneySuperMarket or Compare the Market, you are covered for a golf holiday as standard for things such as cancellation and emergency medical expenses. However, the optional Golf Cover mentioned above is not available as an option.

You can find a full list of activities covered within the relevant policy wording, depending on where the policy was purchased.

If you want to know more about the activities we cover, or if one that you're looking to take part in is not listed within the relevant policy wording, you can speak to one of our agents via the 'Chat with us' button or email us at esureservice@hoodtravel.co.uk and we'll see if there's anything we can do.

Winter sports insurance provides cover for emergency medical treatment caused by your participation in winter sport activities, the delay, loss, theft or damage to your ski equipment, cover for ski pack expenses, piste closure and avalanche closure.

You won't be covered under this policy whilst taking part in Winter Sports unless you select this cover and the additional premium is paid. For an annual multi-trip policy, Winter Sports activity is limited to 17 days. For a single trip policy, Winter Sports activity is limited to 31 days.

For more information, please see the relevant policy wording, depending on where the policy was purchased.

Yes, the maximum age limit for cover under the Winter Sports option is up to and including 64.

Please note: Winter Sports cover is an optional add-on and is not included as standard. For an annual multi-trip policy, Winter Sports cover is limited to 17 days. For a single trip policy, Winter Sports cover is limited to 31 days.

Gadget cover is not included as standard with esure Travel Insurance.

If you need gadget cover, you will need to add Gadget Cover when you get a quote from us, which will incur an additional premium. This will protect your gadgets against theft, loss, accidental damage and intentional damage while you are travelling.

Please check the relevant policy wording, depending on where the policy was purchased.

When we figure out how much you need to pay for your travel insurance, we look at several things that might affect the cost. Here's what we consider:

• pre-existing medical conditions
• destination or geographical area
• duration of your trip
• policy type and cover level
• the number and age of all travellers

Insurance is basically a way to cover the risks associated with these factors by paying a premium. If these factors increase the risk, they can also increase the premium.

You can pay for your travel insurance in full using a credit or debit card. We accept the following credit and debit cards:

• VISA
• MasterCard

Payments by credit or debit card are instant but may take time to show on your statement.

Once you buy your policy, we'll send you an email. This email will include all the policy documents specific to your policy, as well as a link to the online customer portal where you can see and download your documents at any time.

Once you're logged in, you can also update your personal information. Log in or register here.

If you need a copy of your documents, you can email us at esureservice@hoodtravel.co.uk or call us on 0345 600 3950, Monday to Friday 9am to 5pm, excluding Bank Holidays.

If you'd like your documents posted, please get in touch so that we can arrange this for you.

If you haven't received an email from us with instructions on how to register for our online customer portal and view your insurance documents, please email us at esureservice@hoodtravel.co.uk and we'll email your documents to you within 1 working day. Please note, for data protection reasons, we can only send the documents to the email address provided at point of sale. If you entered the wrong email when purchasing your policy, you will need to contact us via live chat.

The relevant policy wording, depending on where the policy was purchased, provides you with all of the details you need in order to make a claim. If you have a medical emergency while abroad, contact the Medical Assistance Service on the telephone number below.

You can also make a claim using the online portal or by accessing the online claim form at hub.esure.uk.axa.travel.

If you want to amend any of your personal details, you can speak with one of our agents via the 'Chat with us' button or via the customer portal. If you want to make a change to your policy cover, including changing your dates or extending your trip, please contact our team on 0345 600 3950, Monday to Friday 9am to 5pm, excluding Bank Holidays. Please note, any amendment on your policy may result in a change in premium.

If you have a single trip policy, the longest you can be away on one trip is 90 days.

If you have an annual multi-trip policy, for each trip you take under this policy, the maximum duration can be up to 45 days, depending on the level of cover you choose.

If you can't return home on time due to reasons covered by your policy, your insurance may automatically extend. This will only apply if:

• The delay is unavoidable and covered by your policy.
• You agree to any alternative arrangements offered.
• You do not purposefully delay your return.

You can cancel the policy at any time by calling us on 0345 600 3950, speaking with one of our agents via the 'Chat with us' button or emailing esureservice@hoodtravel.co.uk. If you cancel within 14 days of buying the policy or receiving the policy documents, whichever is the latest date, you are entitled to a full refund providing you have not travelled, made a claim, or intend to make a claim.

If you cancel after 14 days, depending on the policy type, we will:

• Single trip policies: refund 65% of the premium paid, as long as you have not travelled, made a claim, or intend to make a claim.
• Annual multi-trip policies: refund a portion of the premium depending on how many full months are left on your policy, as long as you are not on a trip at the time the policy is cancelled, have not made a claim, or intend to make a claim.

All premium refunds are subject to you not having claimed or intending to make a claim.

When an airline cancels a flight, you are entitled to certain refunds and compensation from the airline.

We ask that before you contact us in relation to costs arising from the recent spate of flight cancellations, you first directly approach your airline, tour operator or packaged holiday organiser.

If you are unable to get a refund or compensation from any of the above companies and you paid for your trip with a credit card, you may also be able to recover your costs through section 75 of the Consumer Credit Act or via a 'chargeback claim'.

'Doctor Please!' is an easy-to-use web portal that gives travellers access to instant medical support. More specifically, it allows you to:

• have 24/7 access to a qualified English-speaking doctor
• make an appointment for a remote consultation (by phone or video)
• get immediate medical advice and/or guidance for the rest of your care journey
• and, if necessary, even receive a medical prescription (available securely on the portal and/or sent directly to a pharmacy closest to you)

Top-quality professional medical support is just a phone (or video) call away. And it's available with all esure Travel Insurance policies, no matter which one you choose.

All esure Travel Insurance policies come with 'Doctor Please!'. This is an app that can be downloaded from the App Store or Google Play and gives you 24/7 access to expert medical help wherever you are through a remote consultation.

'Doctor Please!' is included in all esure travel policies, no matter the type or level of esure Travel Insurance you've purchased. It applies whether you bought your insurance on the esure website, via our contact centre, or even through a price comparison website.

When you purchase an esure Travel Insurance policy you will be provided with a welcome email which will include a link to 'Doctor Please!' where you'll find more information and your access code to register. To use the service:

• Download the 'Doctor Please!' app from the App Store (for iOS devices) or Google Play Store (for Android devices) before your trip for free.
• Log in to the app using your access code (that was sent to you with your policy documents).
• Book a video or phone consultation as needed during your travels.

Once you are logged in and have requested a consultation by providing your details (policy number, etc.) and describing your symptoms, a doctor is then assigned and an appointment is scheduled.

The consultation itself is done via phone or video call. Your English-speaking doctor then provides medical advice, diagnoses, possible treatments, and any other info and support you might need. Your doctor may even provide necessary prescriptions and/or recommend further medical actions.

Before your teleconsultation, you'll also be able to download test results, medical reports, or any other records that may prove useful during your remote appointment with the doctor.

The service is ideal for non-emergency health issues while travelling, such as:

• Sinus problems
• Respiratory infections
• Allergies
• Flu symptoms
• Rashes
• Other minor illnesses

Your consulting doctor will diagnose symptoms, provide advice, and may issue a prescription if necessary.

Yes, prescriptions may be issued if deemed necessary by the doctor. They will be available as a PDF in your 'Doctor Please!' account or sent directly to a local pharmacy for collection. The cost may be covered under your policy's medical expenses benefit on a reimbursement basis, with terms and conditions and excess limits applying.

• The service is available to all individuals named on your esure Travel Insurance policy.
• For individuals aged 18 and over, separate 'Doctor Please!' accounts must be set up to access video consultations.
• While the consultation service is free, any prescribed medication costs may be covered under your policy's medical expenses benefit on a reimbursement basis, with terms and conditions and excess limits applying.
• 'Doctor Please!' is not suitable for emergency situations. In case of a medical emergency, always contact local emergency services.

If you're having difficulty registering your policy, please check:

• Your policy number is entered correctly
• You've entered all the verification details needed

If you're still having trouble, please go to the 'Contact us' section in the 'Doctor Please!' app. Here you can get help from the customer care team.

We work hard to treat our customers fairly and make sure our policies are easy to understand. But if we or our insurers make a mistake, we want to hear about it. If you have a complaint, please contact:

If you are not happy with our final response, or if more than eight weeks have passed since we received your original complaint, you can take your complaint to the UK Financial Ombudsman Service for an independent review. This won't stop you from being able to take legal action.

You must approach the Financial Ombudsman Service within six months of getting our final response to your complaint. We will remind you of the time limits in the final response.