We aim to provide a first class claims service and undertake to respond within 5 working days of receipt of correspondence.

Full details of what you need to do to make a claim are also shown in your Insurance Policy.

If an item you took on holiday, personal money or your travel documents get lost or stolen you must notify the police as soon as possible and obtain a written report and reference number from them. You also need to report the loss/theft to your tour operator’s representative or hotel/accommodation manager and (if possible) get a written report.

You should wait until you return home to make a claim. Full details on how to make a claim and what supporting documentation you need are in your Insurance Policy.

Cancellation cover begins on the date you choose to start your policy. If you already have a trip booked and you want to be covered immediately, you should select today’s date. You can choose to start your policy later (up to 31 days from today’s date) but there would not be any cancellation cover between now and the start date you choose.

The start date of your policy should be the day that you leave home. Your end date should be the date you return home. Note that this could be a different day to the day you leave your holiday destination.

Cancellation cover and End Supplier Failure Insurance (Super Duper only) starts on the date you purchase your policy so even if your holiday/trip is some time away, you will be covered for cancellation until the day your trip starts.

If there is a change in health of anyone insured under an existing policy you must contact our Medical Screening Service on 02392 419 080 as soon as possible. We will tell you if your change in health will affect your insurance and if cover can continue.

If your health changes after you purchased your policy but before you commence your trip (or in the case of Annual Multi-trip cover before booking your next trip) or pay the balance or any further instalments for your trip, you must tell us about these changes, if:

• you have seen a medical practitioner because you develop a new medical condition, your prescribed medication changes or an existing medical condition deteriorates;

• you have seen or been referred to a consultant or specialist;

• you are waiting to receive treatment (including surgery, tests or investigations) or the results of tests and investigations, or have been admitted to hospital.

We will then tell you if we can cover your medical condition(s) free of charge or for an additional premium.

If we cannot cover your medical condition(s), or you do not want to pay any additional premium quoted, we will give you the choice of either:

• making a cancellation claim for any pre-booked trips; or

• cancelling your policy and receiving a proportionate/partial refund, provided that you have not made a claim or are about to.

A change in health includes any changes to your health which you are aware of and for which you may need to seek professional medical advice, any new medical conditions or symptoms which may or may not yet have been diagnosed, changes to any existing medical condition already declared or a change to your treatment or prescribed medication (which can include a change in dosage which may be an increase or decrease in the amount of medication that you take) or you are waiting for tests or test results, or have been placed on a medical waiting list.

If you are not sure whether something is relevant you must tell us anyway.

If you have to cancel your holiday/trip due to the financial failure of the airline providing your scheduled flight. Super Duper cover provides up to £2,500 for irrecoverable costs under End Supplier Failure Insurance. Please note there is no cover for Scheduled Airline Failure Insurance under Super cover.

Yes, wheelchairs/mobility aids are covered for loss or damage up to £1,000 (Super) or £2,000 (Super Duper).

Please contact us with your policy number (if known), the lead name and the address (for verification) and we will then resend the policy.

An EHIC entitles you to reduced-cost, sometimes free, medical treatment that becomes necessary while you are in a European Economic Area (EEA) country or Switzerland. The EEA consists of the European Union (EU) countries plus Iceland, Liechtenstein and Norway.

The card gives access to state-provided medical treatment only. Remember, this might not cover all the things you would expect to get free of charge from the NHS in the UK. You may have to make a contribution to the cost of your care.

You may apply for an EHIC online at: www.ehic.org.uk or by calling 0300 330 1350.

Or, find out how to renew yours.

Please note: An EHIC is no substitute for travel insurance cover. If you are admitted to a private hospital, the EHIC will not cover your treatment costs, nor will it cover any repatriation costs to get you back home.