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FAQS
Please choose a section from the topics below ONLINE INSURANCE TERMS AND CONDITIONS
Who Is Covered (Eligibility Criteria) The policyholder, spouse (or co-habiting partner with whom you have lived for 6 months or more) all aged under 65 years at date of departure and their dependant children, aged 18 years or under, all normally resident with the insured, spouse (or co-habiting partner with whom you have lived for 6 months or more). Cover is only available to people resident in the United Kingdom(for a minimum of 6 months) and is valid for trips starting in and returning to the United Kingdom. What Is Covered This policy wording together with the Validation Slip forms the basis of your contract of insurance. It is very important that you carefully read the terms, conditions and exclusions of this insurance to ensure that you are properly covered for your planned trip. It is your duty to inform us of any fact which is likely to influence us in the acceptance, assessment or continuance of this insurance. Failure to do so may invalidate this insurance, leaving you with no right to make a claim. You are covered for: Single-Trip Policies 1. any trip of up to 120 days duration (except in respect of winter sports) for which the appropriate premium has been paid 2. winter sports for up to 31 days duration for which the appropriate premium has been paid Annual Multi-Trip Policies 1. any trip of up to 31 days duration (except in respect of winter sports where the maximum number of days per annum is 17 days) for which the appropriate premium has been paid 2. Up to 60 days travel in total during any one policy year Insurers This insurance is underwritten by AIG UK Limited which is authorised and regulated by the Financial Services Authority (FSA number 202628). This information can be checked by visiting the FSA website (www.fsa.gov.uk/register). AIG UK Limited is a member of the Association of British Insurers and a member company of American International Group, Inc. Registered in England: company number 1486260. Registered address: The AIG Building, 58 Fenchurch Street, London, EC3M 4AB. Medical Conditions All claims are excluded where, at the time of taking out this insurance, you or any person who your travel depends on: A) is suffering from a medical condition which you knew about before you bought this insurance B) has been given a terminal prognosis by a medical practitioner C) is pregnant and expected to give birth prior to twelve weeks before the end of a booked trip D) is travelling against the advice of a medical practitioner or travelling to receive medical advice or treatment E) is on a hospital waiting list awaiting treatment. Hazardous Activities You may not be covered when you take part in certain sports or activities if there is a high risk you will be injured. If you are planning to participate in any such sports or activities you must check with Virgin Atlantic Airways that this insurance meets your needs. Financial Services Compensation Scheme We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our financial obligations. A claim under this contract of general insurance is covered for 100% of the first £2,000 and 90% of the remainder of the claim without any upper limit. Further information can be obtained upon request, by visiting the FSCS’s website at: www.fscs.org.uk or by writing to the following address: Financial Services Compensation Scheme, 7th Floor Lloyds Chambers, Portsoken Street, London E1 8BN Important Notes Under some sections there is an amount deducted in the event of a claim (an excess). This applies to each person making a claim. The sums insured under each section apply to each person covered under this policy. Cover is in respect of trips outside the United Kingdom only. Cancellation cover will start from the inception date of your policy, or when you book your trip, whichever is the later. All other sections will start when you leave your home or place of business whichever is the later to start your trip. The remaining areas of cover apply for the duration of the booked trip (or earlier return to the United Kingdom) including the period of travel from home directly to the departure point and back home directly afterwards (not exceeding 24 hours in each case). A family shall mean an individual, their spouse or partner (as long as they have lived together for 6 months or more, unless otherwise accepted by us in writing) and up to 4 accompanying dependant children aged 18 or under. A) Children on a Family Annual Multi trip policy only (visiting Immediate Relatives) can travel unaccompanied providing; They are accompanied to and from the airport (or other international departure point) and met at their destination by a responsible adult with the consent of the policyholder. B) In the event you are travelling to a country outside the USA, but your journey involves a stopover (not more than 24 hours) in the USA prior to reaching your final destination cover under a 'worldwide excluding USA' will apply. C) Please read the general conditions and exclusions. 24-Hour Emergency Service AIG International Services will provide immediate help if you are ill or injured outside the United Kingdom or Channel Islands. They provide a 24-hour emergency service 365 days a year and you can contact them on: Emergency Phone Number: (001) 800 381 5208 or (001) 713 260 5534 Emergency Fax Number: (001) 713 974 3422 (in case of difficulties please contact the local operator) When you contact the AIG International Services, you will need to say that you hold a Virgin Atlantic travel insurance policy and give the following information: Your name. Your Address. Your Phone number. Your certificate number shown on your Validation Slip. ![]() Claims Service You must send any claim to Travel Claims Services Limited within 31 days of your trip ending. If you do not, we may not be able to pay your claim. If you need to make a claim, please either write, phone or email with a brief description of your claim: Travel Claims Services Limited Maitland House Warrior Square Southend-on-Sea Essex SS1 2AA Telephone No. 0845 603 9892 E-mail: claims@travelclaimsservices.com Travel Claims Services Limited are open every weekday and will send you a claim form as soon as you tell them about your claim. To help us prevent fraudulent claims, we store your personal details on computer and we may transfer them to a centralised system. We keep this information according to the rules of the Data Protection Act(s). Hospital Treatment Abroad If you go into hospital abroad, someone must contact AIG International Services immediately. If they do not, this could mean we will provide no cover or reduce the amount we pay for medical expenses. Reciprocal Health Agreements ? In countries where reciprocal health agreements exist you should take all reasonable steps to follow them. For example, when you are travelling to a European Union Country, you should collect an application form for a European Health Insurance Card from your local post office or you can apply online at the following website: www.ehic.org.uk. (If you are travelling in Australia or New Zealand and require medical treatment, you must enrol with Medicare or equivalent. If you do not do this, we may not be able to pay your claim). Replacement of Electrical Items, Photographic, Audio and Video Equipment Insurers at their discretion have made special arrangements for your convenience to facilitate and replace lost or stolen electrical items, photographic, audio and video equipment subject to availability and validity of the claim. Law This insurance will be governed by the law of England and Wales unless we agree otherwise prior to the insurance starting. Cooling-Off Period If this cover is not suitable for you please contact Virgin Atlantic Airways within 14 days of the cover starting or the date on which you receive your Policy Wording and/or Validation Slip, whichever date is later. Subject to the conditions below, wewill refund all premiums paid within 30 days from the date you call us to request cancellation. If you are a Single Trip policyholder we will however not refund yourpremium if before your request for cancellation within the 14 day period you have travelled or made a claim. If you are a Multi-Trip policyholder and before your request for cancellation within the 14 day period you have travelled or made a claim, only a pro-rata amount of the premium will be refunded. Please contact Virgin Atlantic Airways to obtain a refund. Definitions Whenever the following words appear in this policy wording they will always have these meanings: Close business associate - Any person whose absence from business for one or more complete days at the same time as your absence prevents the effective continuation of that business. Curtail/Curtailment - Return home early to the United Kingdom. Home - Your residential address in the United Kingdom. Immediate relative - Mother, father, sister, brother, wife, husband, daughter, son, grandparent, grandchild, parent-in-law, son-in-law, daughter-in-law, sister-in-law, brother-in-law, step-parent, step-child, step-brother, or step-sister. Money - Cash, travel tickets and passports held by you for social, domestic and/or pleasure purposes. Personal accident - Bodily injury caused directly, independently and exclusively by an accident. Personal baggage - Your suitcases (or similar luggage carriers) and their contents usually taken on a trip, together with articles worn or carried by you for your individual use during your trip. Permanent Total Disablement - Disablement as a result of which there is no suitable business or occupation, which you are able to attend and which having lasted for a period of 12 months, is, at the end of that period, beyond hope of improvement. Public Transport - Any fare-paying passenger on the following regular scheduled forms of transport: train, coach, taxi, bus, aircraft and sea vessel. Redundancy - Any person being declared redundant under the normal retiring age for someone holding that person’s position, and who had been employed for two continuous years with the same employer at the time of being made redundant and who is eligible for payment under the current redundancy payment laws. Terrorist Act - Any actual or threatened use of force or violence directed at or causing damage, injury, harm or disruption, or commission of an act dangerous to human life or property, against any individual, property or government, with the stated or unstated objective of pursuing economic, ethnic, nationalistic, political, racial or religious interests, whether such interests are declared or not. Robberies or other criminal acts, primarily committed for personal gain and acts arising primarily from prior personal relationships between perpetrator(s) and victim(s) shall not be considered Terrorist Acts. Terrorist Act shall also include any act which is verified or recognised by the (relevant) Government as an act of terrorism. United Kingdom - England, Scotland, Northern Ireland, Wales, Channel Islands and Isle of Man. Valuables - Watches, furs, jewellery, photographic equipment, binoculars, telescopes, spectacles, sunglasses, video equipment, camcorders and audio equipment including personal stereos, DVD & mini-disc players, CD’s, DVD's, videos, audiotapes, antiques, perfumes and precious stones. War - Any war, whether declared or not, or any warlike activities, including use of military force by any sovereign nation to achieve economic, geographic, nationalistic, political, racial, religious or other ends We/us/our - New Hampshire Insurance Company Winter Sports - Skiing, land-skiing, mono-skiing, cross-country skiing, heliskiing, off-piste skiing (only when accompanied by an official guide), snow boarding, ski boarding, snow mobile, sledging, luging, tobogganing or ice skating. You/your - Each Insured person named on the Validation Slip. GENERAL CONDITIONS
You are not covered for any claim caused directly or indirectly by the following:
Covered You are covered up to £5,000 for loss of travel and accommodation expenses, which were cancelled before you were due to leave your home for which you have paid or are contracted to pay, providing the cancellation is necessary and unavoidable (and is not as a result of mere disinclination to begin your trip as arranged) due to any cause listed below occurring during the period of insurance:
This section includes the services of the AIG International Services who must be contacted immediately in the event of a serious injury, illness or hospitalisation, or where repatriation has to be considered. The 24-hour Assistance telephone number is shown on your Validation Slip. Covered You are covered up to the sum insured stated in the Summary of Cover for the value of the portion of your travel and accommodation expenses, calculated from the date of your return to your home, which have not been used and which were paid before your departure from the United Kingdom. You are also covered for reasonable additional travelling expenses (Economy Class) incurred by you for returning to your home earlier than planned due to a cause listed below:
Section 3 Emergency Medical Expenses (not private health insurance) If you are admitted to hospital as an in-patient, AIG International Services must be notified immediately. AIG International Services will deal direct with the hospital and arrange the payment of any bills if required. Repatriation by specially equipped air ambulance will be available where medically necessary. If you receive out-patient treatment, it may be easier to pay any bills yourself. Keep all receipts and submit a claim when you return home. If you are in any doubt, call the AIG International Services for help. The 24-hour Assistance telephone number is shown on your Validation Slip. Covered You are covered up to the sum insured stated in the Summary of Cover for costs incurred outside the United Kingdom for:
Covered You are covered up to the sum insured stated in the Summary of Cover in respect of the loss of one or more limb(s), the complete and irrecoverable total loss of sight, permanent total disablement or death (which will be paid to your legal representative), if you have a personal accident during your trip which, up to 12 months from the date of the accident, is the sole cause of your consequent death or disability. NOTE: If you are aged under 16 years at the time of the accident, the death benefit will be limited to funeral and other expenses up to a maximum of £1,000. We will only pay the benefit for permanent total disablement if your registered doctor or specialist confirms that you cannot do any paid work for 12 months after the date of the accident and there is little or no hope of improvement. You must accept and agree to examination by our doctor or specialist should we consider it necessary to validate the claim. Not covered
Covered A) Personal baggage Up to the sum insured stated in the Summary of Cover for the value or repair to any of your own baggage which is lost, stolen, damaged or destroyed (after making proper allowance for wear and tear and depreciation) limited to: a) £200 for any one item, pair or set of items b) £200 for all valuables in total NOTE: You must obtain written proof of the incident from the police or appropriate authority within 24 hours of the discovery in the event of loss, burglary or theft of the baggage. Failure to do so may result in your claim being turned down. Not covered
Up to the sum insured stated in the Summary of Cover for the cost of buying replacement necessities if your own baggage is delayed in reaching you on your outward journey for at least 24 hours and you have a written report from the carrier (i.e. airline, shipping company etc) or tour representative. Receipts will be necessary in the event of a claim. NOTE: Any amount we pay you under B) Delayed Baggage, will be deducted from the final claim settlement if your baggage is permanently lost. Not covered (section 5A and 5B)
Covered You are covered up to the sum insured stated in the Summary of Cover for accidental loss or theft of your own money whilst being carried on your person or left in a locked safety deposit box. We will only pay up to £200 for cash and bank notes and up to £300 for costs associated with the replacement of your lost passport. Cover for cash is limited to £50 if you are under 16 years. Not covered
Covered We will pay up to £500 for the cost of providing other similar accommodation if your booked accommodation cannot be lived in because of a fire, flood, earthquake or storm. Not covered
Note: This section does not apply for trips in the United Kingdomincluding connecting flights Covered You are covered if your outward or return pre-booked international flights, sea crossing, coach or train departure to or from the United Kingdom are delayed for more than 12 hours beyond the intended departure time (as specified on your travel ticket) as a result of: a) adverse weather conditions; b) mechanical breakdown or technical fault of the aircraft, coach, train or sea vessel then for a benefit of £20 per person following each complete 12 hours delay up to a maximum of £100; NOTE: You must obtain written confirmation from the airline, shipping, coach or train company, stating the period and the reason for the delay. Not covered
Covered You are covered up to the sum insured stated in the Summary of Cover for legal expenses and legal liability for damages incurred by you which are caused by an accident that happened during the trip, and leads to claims made against you as a result of:
Not covered
Section 10 Legal Expenses Covered You are covered up to the sum insured stated in the Summary of Cover for legal costs and expenses incurred in order to claim for compensation or damages if you are injured or you die during the period of your trip. Please contact us in the first instance and obtain as much information as possible, including police reports, witness details and any photographs NOTE: We shall have control over the legal proceedings and the selection, appointment and control of a solicitor. Not covered
Covered i. Winter Sports Hire Up to the sum insured stated in the Summary of Cover for the reasonable cost of hiring Winter Sports equipment for the rest of your trip or until your own winter sports equipment has been returned to you, if: a) your equipment is lost or broken; or b) your equipment is delayed for at least 12 hours on your outward journey. NOTE: Winter sports equipment is deemed to include skis, snowboards, ski bindings, ski poles and ski boots. ii. Piste Closure If during the period of your stay, skiing at the resort that you had pre-booked is not available due to a lack of snow or excessive snow or avalanche conditions, then we will pay: a) up to £15 per day towards transport costs to reach another resort; b) compensation of £25 per full day if skiing is unavailable due to the total closure of all on-piste skiing activity. Not covered (in respect of Section 11ii)
We will pay up to the amount shown in the Summary of Cover for reasonable extra Travel and accommodation expenses that you need to pay if your pre-booked outward or return journey is delayed for more than 12 hours from your scheduled arrival or departure time because of an avalanche. NOTE: It is a condition of cover provided under this section that:
We will cover you for a proportion of your ski pack (if you have already paid and can’t get the money back) if you are ill or injured while you are on holiday and you are medically certified as being unable to use it. Ski pack consists of ski school, ski hire and the cost of any lift pass. The most we will pay for each insured person is £200 a week and no more that £400 altogether. Complaints Procedure Every effort is made to ensure you receive a high standard of service. If you are not satisfied with the service that you receive, you should contact: In relation to general matters: Customer Relations Department Virgin Atlantic Airways Ltd The Office Manor Royal Crawley RH10 2NU In relation to claims: The Managing Director Travel Claims Services Limited Maitland House Warrior Square Southend-on-Sea Essex SS1 2AA We will do our best to resolve any difficulty directly with you, but if we are unable to do this to your satisfaction you may be entitled to refer any dispute to the Financial Ombudsman Service who will review your case: The Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR. Tel: 0845 080 1800. |
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