Your questions answered
We’ve put together some commonly asked questions to give you more information about Free Spirit and the cover we offer.
If you intend to travel during the coronavirus pandemic, please read our coronavirus travel advice, complete with relevant FAQs.
We also have a Q&A page where the Free Spirit team has answered some specialist medical travel insurance questions. Visit the Ask The Team page.
You can find common questions about the coronavirus pandemic on our news post, which is updated on a daily basis.
If you have a question that you can’t find the answer to, please use the contact us page.
NOTE: Clicking on the question will reveal the answer.
Existing medical conditions
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:
• new medication or a change in regular medication has been prescribed;
• there has been a deterioration of a previously stable condition;
• you have been referred to a specialist;
• an undiagnosed condition is being investigated; or
• you are awaiting treatment/consultation
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.
Medical costs abroad can be very expensive especially if you have to be repatriated home. Without appropriate insurance cover you could be left severely out of pocket. You must therefore read the ‘Medical Warranty’ that is shown as you progress through this website in getting a quote and to accurately declare all medical conditions. If you give incorrect answers or forget to tell us about a medical condition, this could lead to a claim not being paid.
So that you (and anyone to be insured under Free Spirit) can be covered for existing medical condition(s), you must include all relevant medical history as shown below.
A: Any treatment in the last 5 years (including prescribed medication) for: – any respiratory condition (relating to the lungs or breathing), any heart or heart related condition, any circulatory condition (relating to the blood or circulation), any kidney or renal condition, any liver condition, any condition relating to the pancreas e.g. diabetes, any cerebral or neurological condition (relating to the brain), any type of cancer, any type of stroke, any central nervous system disorder, irritable bowel disease, any psychiatric or psychological conditions.)
B: Any surgery, inpatient or outpatient treatment, any tests or investigations in a hospital or clinic or any specialist consultation within the last 2 years.
C: Any prescribed medication for any medical condition in the last 2 years.
We cannot cover terminal conditions on this website as we need to provide you with an individual assessment. Please contact us on 02392 419 080 and we will discuss your requirements to see if cover can be provided.
Yes, we may be able to offer cover. The condition that your treatment / investigation relates to must be diagnosed, and you must declare this during the medical screening on your quotation application. This also applies if you have knowledge of the need for one of the following:
- inpatient treatment
- referral to a specialist consultant.
Yes, the Underwriters need to be aware of all medical conditions including those that are under control by medication. This is important as otherwise a claim may be invalidated if medical conditions are not disclosed.
We can only medically screen a condition that has been diagnosed by the medical profession and therefore, we cannot provide a quote or offer cover until such time as your medical condition has been diagnosed.
No, you must declare the position as of today.
Single Trip Insurance FAQs
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.
There is no upper age limit.
The maximum duration of any single trip is 94 days (although for persons aged 76 years and over the maximum duration is 45 days). If you are travelling for longer than 45 days and you are aged 76 or over, please call us on 02392 419 080.
Yes, in fact some features on our policy are specifically for travel within the UK. For example, you will benefit from up to £10,000 for indirect medical costs if you are injured or fall ill while away.
Find out more on the travel insurance UK page.
You will not be covered if you travel outside the area you have chosen, as shown on your Policy Schedule.
United Kingdom – England, Wales, Scotland, Northern Ireland and Isle of Man.
Europe 1 – including: United Kingdom and Austria, Azores, Belgium, Bulgaria, Channel Islands, Corsica, Croatia, Czech Republic, Denmark (and the Faroe Islands), Finland, France, Germany, Gibraltar, Hungary, Iceland, Italy, Liechtenstein, Luxembourg, Madeira, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Russia (west of the Ural mountains), San Marino, Sicily, Slovak Republic, Slovenia and Sweden.
Europe 2 – including Europe 1 shown above and the remaining countries west of the Ural mountains and Andorra, Balearics, Canary Islands, Cyprus, Greece, Morocco, Spain, Switzerland, Tunisia and Turkey.
Australia & New Zealand – including: Europe 2 shown above and Australia, including Territory of Cocos (Keeling Islands, The Territory of Christmas Island, Norfolk Island and Lord Howe Island) and New Zealand, including the Cook Islands, Niue and Tokelau (including up to 48 hours stopover in a country within a Worldwide area).
Worldwide – including Egypt and Israel but excluding Canada, Caribbean, China, Hong Kong, USA, Afghanistan, Liberia and Sudan.
Worldwide – including Canada, Caribbean, China, Hong Kong and USA but excluding Afghanistan, Liberia and Sudan.
Full details of countries covered are shown under ‘Geographical Areas’ in the Definition of Words’ on page 6 in the Insurance Policy.
No, Free Spirit only covers round trips that start in and return to the United Kingdom or the Isle of Man. However, please contact us on 02392 419 080 as we may be able to offer an alternative policy.
If you are already overseas, cover can be automatically extended. This applies if you are unable to complete the trip before the expiry of this policy and under the following circumstances:
- In the event of your death, injury or illness or that of anyone travelling with you.
- delay or failure of public transport services
If either of these apply, cover will be automatically extended without additional premium for the additional days necessary for you to complete the trip.
Subject to Underwriters agreement, we can extend a Single Trip policy at your request. This is providing you let us know BEFORE your policy expires and that at the time of requesting the extension you are not intending to make a claim.
Please note – this is subject to the total trip duration including the extended period not exceeding 94 days (45 days if aged 76 years or over), which is the maximum trip duration of the Single Trip policy. You will be advised of the additional premium at the time of the request.
Please contact us on 02392 419 080 to discuss your requirements.
Annual Multi-trip Insurance FAQs
Cancellation cover and End Supplier Failure Insurance 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.
There is no upper age limit.
You can travel as often as you like within the 12 month period. There is a limit of 32 days (Super) and 45 days (Super Duper) for any one trip.
Yes, your cover applies not only in your chosen geographical area, but also in the UK for trips of 2 or more nights.
In fact, some features on our policy are included with domestic travel in mind. For example, up to £10,000 cover is available for indirect medical costs if you are injured or fall ill while away.
Read more about the cover you can benefit from on our travel insurance UK page.
You will not be covered if you travel outside the area you have chosen, as shown on your Policy Schedule.
Europe – Austria, the Azores, Belgium, Bulgaria, Channel Islands, Corsica, Croatia, Czech Republic, Denmark (and the Faroe Islands), Finland, France, Germany, Gibraltar, Hungary, Iceland, Italy, Liechtenstein, Luxembourg, Madeira, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Russia (west of the Ural mountains), San Marino, Sicily, Slovak Republic, Slovenia, Sweden, Andorra, Balearics, Canary Islands, Cyprus, Greece, Morocco, Spain, Switzerland, Tunisia, Turkey and United Kingdom.
Worldwide – excluding Canada, Caribbean, China, Hong Kong, USA, Afghanistan, Liberia and Sudan but including Australia, New Zealand, Egypt & Israel.
Worldwide – including Canada, Caribbean, China, Hong Kong and USA but excluding Afghanistan, Liberia and Sudan.
Full details of countries covered are shown under ‘Geographical Areas’ in the ‘Definition of Words’ on page 6 in the Insurance Policy.
We are not able to extend the Annual Multi-trip policy. The maximum duration for any one trip is 32 days (Super) and 45 days (Super Duper).
If you exceed the maximum trip duration, any claims during your holiday will not be covered.
If you have Annual Multi-trip cover, we will contact you prior to the expiry of the period of insurance as shown on your Policy Schedule. We will give you at least 21 days written notice before the expiry date.
On receipt of the reminder, we will ask you to complete a new application as we need to make sure that your details are based on your health at the time of taking out a new policy for the next 12 months.
No. Adults may travel independently but children under 18 years of age must be accompanied by an insured adult.
24-hour Medical Emergency Service
Yes, the Free Spirit policy has a 24-hour medical emergency and repatriation service provided by:
Free Spirit – 24 hour Medical Emergency Assistance
+44 (0)203 829 6745
Further details of this service are shown in your Insurance Policy.
Staff are on call 24 hours a day throughout the year. They will, when necessary, guarantee medical bills, arrange repatriation and, if required, provide a medical escort.
If you are asked to pay a small bill for medicines and/or outpatient treatment it is often easier to settle your bill direct, keep all receipts and claim for the costs incurred on your return home.
If you are admitted as an inpatient, or you require outpatient treatment which is likely to exceed £500, then you must contact the 24 hour Medical Emergency Assistance prior to receiving treatment.
Making a Claim
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.
Full details of what you need to do to make a claim are also shown in your Insurance Policy.
We aim to provide a first class claims service and undertake to respond within 5 working days of receipt of correspondence.
Yes. The security of your personal information and payment details is of utmost importance to us. We use 128-bit encrypted SSL to help keep all of your data safe.
You can pay by debit or credit card. We accept Mastercard and Visa.
Once you have purchased your policy, you will receive an email from Free Spirit with instructions on how to access your policy documents.
Please note – if you have not received your email after a few hours, please check your spam email.
Please ensure you have set up an account. If you have not already done this, you can create an account by clicking this link. You will need to provide your first name and last name, date of birth and email in order to activate your account.
Please note, please ensure you use the same details to create your account that you used when obtaining a quote and purchasing your policy online.
Yes, you should print a copy of your Schedule of Insurance and Insurance Policy and carry them with you during your trip.
The Insurance Policy includes important telephone numbers including the 24-hour medical emergency service that is available for assistance, making arrangements for hospital admission, repatriation and authorisation of medical expenses as well as full details of the cover provided and what to do in the event of a claim.
If you are not completely satisfied with the cover provided and have not already travelled and are not making or intend to make a claim, you may cancel your policy within 14 days of purchase and we will refund your full premium.
Other Common Questions
At the moment, for any policyholders requesting refunds outside the 14 day cooling-off period Insurers require us to keep to the Terms and Conditions of the policy.
We will consider a partial refund of your premiums should you wish to cancel your policy, provided you have not started your journey or claimed, or intend to make a claim:
For Annual Multi-trip policies – we will refund 1/12th of the total premium paid, for each full calendar month remaining on the policy from the date of cancellation.
For Single Trip policies – If we agreed to a refund, then we will refund 50% of the total premium you have paid.
However, we wish to help our customers as much as possible, especially during such a testing time. If your travel plans have been cancelled we are happy to freeze your policy until the time comes that you are able to re-book your travel arrangements; at which time we can re-commence your policy. Please note that if the destination, duration or your current medical situation changes, this may affect the premium.
If you wish to discuss this with us, please give us a call on 02392 419 080.
If there is a change of destination or additional duration then you will be charged the appropriate AP. If your health has changed you may need to rescreen or reconsider cover.
We are one of the UK’s largest specialist travel insurance providers for people of any age with medical conditions and disabilities.
Free Spirit was the first insurance of its type specifically created for people being refused cover elsewhere simply due to their health, disability or age.
Free Spirit is a trading name of travel insurance specialists P J Hayman & Company Limited. For further details click here.
Please refer to the recent update from our underwriters, Travel Insurance Facilities.
Free Spirit covers all types of cruises on both Single Trip and Annual Multi-trip policies, including UK cruises, Caribbean cruises, Mediterranean cruises and short break cruises.
If you are visiting multiple countries on your cruise, please make sure you select the correct geographical area when getting a quote.
Visit our Cruise page for more information.
You must report any loss or thefts of passports to the local police as soon as possible. You will need the crime reference details which they will provide you with. You also need to report the loss or theft to the British embassy, consulate or high commission of the country you are in. They will be able to provide you with an emergency travel document. You can get details of your local British embassy, high commission or consulate by calling +44 (0)20 7008 1500 or by visiting the GOV.UK website. Please contact the British embassy, high commission or consulate before arranging travel to see them as you may need to book an appointment first.
You should check the GOV.UK website at least six weeks before you travel to see if you will need any vaccinations or other preventive measures. You may also like to speak to your G.P.
Please note that we will not cover any expenses incurred as a result of a tropical disease where you have not had the recommended inoculations and/or taken the recommended medication.
When you saved your quote, you will have been sent an email with your saved quote details and a link to retrieve your quote. Click on the link within this email and you will be taken to your saved quote.
If you have any problems retrieving your quote, please call us on 02392 419 080 and we should be able to retrieve your quote for you.
Free Spirit is arranged by P J Hayman & Company Limited, and insured by White Horse Insurance Ireland dac. White Horse Insurance Ireland dac is registered in Ireland No. 306045.
White Horse Insurance Ireland dac’s Registered Office is First Floor, Rineanna House, Shannon Free Zone, Shannon, County Clare, Republic of Ireland. White Horse Insurance Ireland dac is authorised and regulated by the Central Bank of Ireland. Deemed authorised by the Prudential Regulation Authority and subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority.
The nature and extent of consumer protections may differ from those for firms based in the UK. Details of the Temporary Permissions Regime, which allows EEA-based firms to operate in the UK for a limited period while seeking full authorisation, are available on the Financial Conduct Authority’s website, our FNR is 203320.
Gadget cover is administered by Bastion Insurance Services Ltd and underwritten by Inter Partner Assistance S.A. UK Branch, with a registered office at 106-118 Station Road, Redhill, RH1 1PR is a Branch of Inter Partner Assistance S.A. (Financial Conduct Authority registration number 202664), which is a Belgian firm authorised by the National Bank of Belgium under number 0487. Deemed authorised by the Prudential Regulation Authority. Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Details of the Temporary Permissions Regime, which allows EEA-based firms to operate in the UK for a limited period while seeking full authorisation, are available on the Financial Conduct Authority’s website. Inter Partner Assistance S.A. is part of the AXA Group. Bastion Insurance Services Ltd are authorised and regulated by the Financial Conduct Authority. This can be checked on the Financial Services Register at www.fca.org.uk/firms/systems-reporting/register or by contacting them on 0800 111 6768.
End Supplier Failure Insurance is underwritten by Liberty Mutual Insurance Europe SE and provided by International Passenger Protection Limited. Registered Office: IPP House, 22-26 Station Road, West Wickham, Kent BR4 0PR. Registered in England 2498563. Authorised and regulated by the Financial Conduct Authority.
Details of the extent of our regulation by the Financial Conduct Authority are available on request.
You can check this information on the Financial Services Register by visiting the FCA website or by phoning either of the following phone numbers: 0800 111 6768 / 0300 500 8082.
Children aged under 18 must be insured with an accompanying adult on the same policy.
We suggest that all travellers are insured on the same Free Spirit travel insurance policy. Free Spirit also covers people without existing medical conditions which means you can insure your travelling companions on the same policy. As well as reduced premiums for those without medical conditions, you will ensure there are no gaps in cover that could arise if separate policies are purchased. For example, if you had to cancel your holiday due to your medical condition, your travelling companions on the same policy would also be covered for cancellation which may not be the case if they had taken out a policy elsewhere.
No, you can not delete cover.
Yes, If you have paid the additional premium for ‘Excess Waiver’, the excess would be reduced to Nil in the event of a claim (the excess for Section B13 – Gadget Cover, would still apply).
Note: any excess imposed by us either following your call to the Medical Screening Service or due to the ‘Sports & Activities’ cover you have purchased (Activity Pack 2,3 or 4), would still apply.
Please read the Insurance Policy for details of the cover. If you have any questions regarding the cover, please contact us on 02392 419 080.
Free Spirit includes cover for a range of Winter Sports activities on payment of an additional premium. You must ensure that your usual treating G.P. is happy for you to participate in any winter sports activity. You must also follow the safety guidelines for the activity concerned and where applicable use the appropriate and recommended safety equipment. Please read the Insurance Policy for details of the activities covered.
Free Spirit automatically covers a wide range of activities. You must ensure that your usual treating G.P. is happy for you to participate in any sport or leisure activity. You must also follow the safety guidelines for the activity concerned and where applicable use the appropriate and recommended safety equipment. Please read the Insurance Policy for details of the activities covered as standard.
The EHIC allows you to access state provided healthcare in all European Economic Area (EEA) countries and Switzerland. Your EHIC will be accepted for the remainder of its validity. From 4th January 2021, if you do not have a valid EHIC you will need to apply for a GHIC but please be aware that the GHIC does not cover Switzerland, Iceland, Liechtenstein, or Norway. For more information or to apply for your GHIC: online at www.dh.gov.uk/travellers or by telephoning 0845 606 2030.
Presenting your EHIC/GHIC at a public medical facility will allow you to obtain treatment at a reduced cost and in many cases free of charge, provided you are a UK or BFPO resident (please note if you reside in the Isle of Man or the Channel Islands you are not eligible for an EHIC/GHIC).
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.
Please contact us with your policy number (if known), the lead name and the address (for verification) and we will then resend the policy.
If you are travelling to Australia you can enrol in Medicare which will entitle you to subsidised hospital treatments and medicines. You can do this by contacting a local Medicare office in Australia. All claims for refunds under the Medicare scheme must be made before you leave Australia. Visit the Medicare website or email them directly.
Yes, wheelchairs/mobility aids are covered for loss or damage up to £1,000 (Super) or £2,000 (Super Duper).
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.
If, for any reason, you feel dissatisfied with the service received or product provided or the handling of a claim, please contact the relevant team at;
Sale of the policy only:
The Customer Services Manager, P J Hayman & Company Limited Stansted House, Rowlands Castle, Hampshire PO9 6DX
Section B13 – Gadget Cover only:
Claims Administrators, Customer Relations, Davies Group Unit 8, Caxton Road, Fulwood, Preston PR2 9NZ Tel: 0345 074 4788
End Supplier Failure Insurance only:
Compliance Officer, Liberty Mutual Insurance Europe SE 20 Fenchurch Street, London EC3M 3AW Tel: +44 (0) 20 3758 0840
Please quote your Policy Schedule number, Free Spirit Travel Insurance, reference: IPPESFI V1-21 and your claim number.
All other complaints:
Customer Insights Manager, White Horse Insurance Ireland dac.
1 Tower View, Kings Hill, West Malling, Kent ME19 4UY
Tel: 0203 829 6604
If after making a complaint you are still not satisfied with the outcome you may ask the Financial Ombudsman
Service (FOS) to review your case.
Postal address: Exchange Tower, Harbour Exchange, London E14 9SR
Customer Helpline: 0800 023 4567
Other ways to get in touch:
(18002) 020 7964 1000 – calls using next generation text relay
0300 123 9 123 – calls cost no more than calls to 01 and 02 numbers
Please ensure your Policy Schedule number is quoted in all correspondence to assist a quick and efficient response.