Back to the FAQ Index

Who provides Virgin Atlantic travel insurance
Are there conditions attached to booking insurance
What is a pre-existing medical condition?
How do I make a complaint about my travel insurance?
How do I receive my insurance policy documents?
Can I cancel my travel insurance?
What do I do if I have an accident or fall ill abroad?
How do I make a claim


Q Who provides Virgin Atlantic Airways travel insurance?
A AIG UK Limited is authorised and regulated by the Financial Services Authority. Registered in England: company number 1486260. Registered address: The AIG Building, 58 Fenchurch Street, London, EC3M 4AB. Member company of American International Group Inc.

Q Are there conditions attached to booking insurance?
A Yes we cannot cover everything. Please read the general conditions and exclusion of the Policy terms and conditions. You and all the people who wish to buy insurance should be in good health, not suffering from any pre-existing medical condition, not on any prescribed medication and not travelling against medical advice or treatment. A 'pre-existing condition' refers to injury, sickness, disease, illness or other medical conditions that you knew about before you bought this insurance.

You can still purchase this insurance and be covered if you do have a pre-existing medical condition, but you will not be covered for any condition relating to, or resulting from it.

Q What is a pre-existing medical condition?
A "Pre-existing" condition refers to injury, sickness, disease, illness or other medical conditions that you knew about before you bought this insurance. For a complete description of pre-existing Conditions, please refer to the General Exclusions in the Description of Coverage.

Q How do I make a complaint about my travel insurance?
A In the unlikely event that you are not happy, your policy includes a complaint procedure, which tells you what to do in the event of a complaint. Once you receive your policy documentation, if you are not satisfied you have 14 days in which to return the documentation for a full refund.

Q How do I receive my insurance policy documents?
A Your policy will be sent via the post to the credit card billing address within 3 to 5 days of purchase. If you are travelling within 5 days of booking your insurance policy, the policy will still be sent to the credit card billing address, but as you are unlikely to receive it before your departure you may pick up a copy of the policy at the airport ticket desk. Your insurance policy number will be included on your itinerary page when you complete an online booking and on your confirmation email. You can read and print a copy of Policy terms and conditions on this website. In the event of an emergency you should contact the Cega 24 hour Emergency number: +44 (0) 1243 621 007.

Q Can I cancel my travel insurance?
A If you change your mind, or believe your policy does not meet your requirements, you are entitled to a full refund provided you do so within 14 days of purchasing your insurance and have not travelled or made a claim.

Q What do I do if I have an accident or fall ill abroad?
A For any serious condition, and for anything that requires hospitalisation, you must contact the medical assistance hotline. The number is available 24 hours a day and is +44 (0) 1243 621 007.

Q How do I make a claim?
A Claims must be submitted within 31 days of the end of your trip. You must email, phone or write to
CEGA Claims Service (see policy terms and conditions) to obtain a claims form, and return it by post with any and all supporting documents.