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Your questions answered

We’ve put together some commonly asked questions to give you more information about Free Spirit and the cover we offer. Please browse the questions to find any that resonate with you and simply click on it to reveal the answer.

We also have another Q&A page where the Free Spirit team has answered some specialist medical travel insurance questions. You can find the answers on the Ask The Team page.

If you have a question that you can’t find the answer to, we have a form on the contact us page where you can pose your query. We aim to respond to you by your preferred method within one working day.

Existing medical conditions

I already have a policy but have recently been diagnosed with a new medical condition, what should I do?

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;

• A medical symptom/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.

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

Why do I need cover for existing medical condition(s)?

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 carefully read the ‘Medical Warranty’ that is shown as you progress through 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.

What existing medical condition(s) do I need to declare?

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 of the following conditions, for which you have received treatment (including prescribed medication) within the 5 years prior to your policy issue date:

  • any respiratory condition (relating to the lungs or breathing);
  • heart or heart related condition;
  • circulatory condition (relating to the blood or circulation);
  • kidney or renal condition;
  • liver condition;
  • condition relating to the pancreas (e.g. diabetes);
  • cerebral or neurological condition (relating to the brain);
    stroke;
  • central nervous system disorder or irritable bowel disease.

b) Any malignant condition e.g. cancer for which you have received any diagnosis or treatment (including prescribed medication)
within the 5 years prior to your policy issue date;

c) Any medical condition for which you have within the 2 years prior to your policy issue date:

  • received surgery; inpatient or outpatient treatment;
  • had any tests or investigations in a hospital or clinic;
  • been seen by a specialist consultant.

d) Any psychiatric or psychological condition for which you have received any diagnosis or treatment (including prescribed
medication).

e) Any re-occurring health condition, or any other medical condition which within the 2 years prior to your policy issue date which:

  • has been treated in hospital;
  • has been referred to a specialist;
  • you are waiting for any tests or treatment of any description;
  • your doctor has altered your regular prescribed medication in the 6 months prior to your policy issue date.
Can I buy a policy if I have a terminal condition?

Please contact us on 02392 419 080 and we will discuss your requirements. We consider everyone’s circumstances and often we can find a solution to provide cover.

I am on a waiting list for treatment/investigation, can I apply for cover?

Yes, if you are waiting for medical tests or treatment of any description you can generate a quote.

I’m taking medication to control my medical condition; do I still need to declare it?

Yes, we 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.

Are you able to quote and provide cover for a condition that has not yet been diagnosed?

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.

In 2 week’s time I will have finished my treatment, can I say ‘no’ to the question concerning ongoing treatment?

No, you must declare the position as of today.

Single Trip Insurance FAQs

How do I work out my travel dates?

The start date of your policy should be the day that you leave home. Your end date should be the date you return home. Although, this could be a different day to the day you leave your holiday destination so do ensure your policy covers you and your party for the entirety of your scheduled return journey.

Cancellation cover 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. For this reason, it is beneficial to purchase a travel insurance policy as soon as you have booked your travel.

Under all other areas of cover, it initiates when you leave your home and ends when you return home.

Is there an age limit on Single Trip policies?

There is no upper age limit on any Free Spirit policy.

What is the maximum duration of a Single Trip policy?

The maximum duration of any single trip is 115 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.

Can I take out a Single Trip policy in the UK?

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.

What are the Geographical Areas on a Single Trip policy?

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.

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.

Do you cover one-way trips?

No, Free Spirit only covers round trips that start and end in the United Kingdom, Channel Islands or the Isle of Man. Alternatively, the trip may start from a Ministry of defence base or location, so long as it holds a recognised British Forces Post Office address.

However, please contact us on 02392 419 080 as we may be able to offer a different policy.

Can I extend my policy if I decide to stay longer?

Extension requests will be considered but cannot be guaranteed:

Trip extensions:
– if you decide you wish to extend your trip whilst overseas
– if you are unable to return home from your trip as planned
– travel disruption caused by a contagious disease

Full details of the terms and conditions which apply are shown in the Insurance Policy.

Subject to Underwriters agreement, we can extend a Single Trip policy at your request. This is providing you let us know before the expiration date of the policy and that at the time of the request you do not intend to make a claim.

Please note – this is subject to the total trip duration including the extended period not exceeding 115 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

What start date should I choose?

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.

Is there an age limit on Annual Multi-trip policies?

No Free Spirit policy imposes an upper age limit.

How many times can I travel and how long can each trip be?

You can travel as often as you like within the 12 month period. The only restriction to be aware of is that trips are limited to 32 days on Super policies and 45 days on Super Duper policies.

Does an Annual Multi-trip policy cover me for travel in the UK?

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.

You can find out more about the UK benefits of your policy on our travel insurance UK page.

What are the Geographical Areas on an Annual Multi-trip policy?

You will not be covered if you travel outside the area you have chosen, as shown on your Policy Schedule. These are as follows:

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.

Can I extend my policy if I am abroad and want to stay over the maximum trip limit?

Regrettably, we are not able to extend the Annual Multi-trip policy unless there are factors outside of your control that force you to stay. The maximum duration for any one trip is 32 days on Super policies and 45 days on Super Duper policies.

Will I receive a renewal?

On Annual Multi-trip policies we will contact the lead traveller approximately one month 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 and medical screening. This is important 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.

Under an Annual Multi-trip policy, can children travel independently of an insured adult?

Adults may travel independently but children under 18 years of age must be accompanied by an insured adult.

24-hour Medical Emergency Service

Do you have a 24 hour medical emergency service?

Yes, the Free Spirit policy has a 24-hour medical emergency and repatriation service provided by:

Healix Medical Assistance Services
You can reach them 24 hours a day throughout the year on +44 (0) 208 608 4216. You can also email on internationalhealthcare@healix.com.

Further details of this service are shown in your Insurance Policy.

Staff will, where necessary, guarantee medical bills, arrange repatriation and, if required, provide a medical escort.

In the event of a medical emergency whilst abroad, do I have to pay my medical bills myself?

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 on +44 (0) 343 227 0843 prior to receiving treatment.

Making a Claim

I’m on holiday and my camera has been stolen, what do I do?

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 also shown in your Insurance Policy.

How do I make a claim?

Click this link to view how to make a claim and/or refer to your Insurance Policy.  

How quickly will you settle my claim?

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

Buying Online

Is your website secure?

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.

How can I pay for my policy?

You can pay by debit or credit card. We accept Mastercard and Visa.

How will I receive my travel insurance policy documents?

Once you have purchased your policy, you will receive an email from Free Spirit with instructions on how to access your policy documents.

If you have not received your email after a few hours, please check your spam email.

How can I access my policy documents?

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.

The details you enter will then be matched to those given when obtaining a quote and purchasing your policy online.

Do I need to take my policy documents with me on holiday?

Yes, you should take 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.

Can I get my money back if I want to cancel?

If, within 14 days of purchasing a policy, you decide that it is not suitable, you can cancel the policy for a full refund.

However, if more than 14 days have elapsed, refer to the guidelines below in respect of single trip and annual multi-trip policies.

Single trip policies

If you cancel after the 14-day period has elapsed you will receive a partial refund of the premium. This is calculated by deducting of 30% of the full premium in respect of the cancellation cover you have received.

Annual Multi-trip policies

Upon cancelling your policy you will receive a refund of a proportion of the premium, as shown in the table below:

Period of CoverRefund Due
Up to 2 months60%
Up to 3 months50%
Up to 4 months40%
Up to 5 months30%
Up to 6 months25%
6 months or moreNo refund

Any policy where travel has already taken place or a claim has been made will not be eligible for refund. Once refunded, no future claims can be made against the policy.

Other Common Questions

What can I do with my policy if I am no longer travelling and have received a refund for my holiday?

If more than 14 days have elapsed, refer to the guidelines below in respect of single trip and annual multi-trip policies.

Single trip policies

If you cancel after the 14-day period has elapsed you will receive a partial refund of the premium. This is calculated by deducting of 30% of the full premium in respect of the cancellation cover you have received.

Annual Multi-trip policies

Upon cancelling your policy you will receive a refund of a proportion of the premium, as shown in the table below:

Period of CoverRefund Due
Up to 2 months60%
Up to 3 months50%
Up to 4 months40%
Up to 5 months30%
Up to 6 months25%
6 months or moreNo refund

Any policy where travel has already taken place or a claim has been made will not be eligible for refund. Once refunded, no future claims can be made against the policy.

What can I do if my trip changes?

If there is a change of destination or additional duration please call us and we can update your policy. This may incur an appropriate additional premium that we will need to collect from you. However, we do not charge administration fees for any changes to a policy.

Who are Free Spirit?

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.

Will you cover my cruise?

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.

What do I do if my passport is lost or stolen abroad?

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.

Do I need vaccinations before I travel?

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.

How do I retrieve my quote?

Once you have saved your quote, an email will be sent to you with the quote number, and a link and instructions to login and 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 will assist.

Who are the Insurers?

Free Spirit is arranged by P J Hayman & Company Limited.

About Your Insurers

Cover Sections A-N

This insurance is underwritten by us on behalf of Accelerant Insurance Europe SA/NV UK Branch. Accelerant Insurance Europe SA/NV UK Branch is the UK establishment of Accelerant Insurance Europe SA/NV, an insurance company authorised under code 3193 and regulated by the National Bank of Belgium and the Financial Services and Markets Authority in Belgium. Authorised by the Prudential Regulation Authority. Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority.

The Firm Reference Number of Accelerant Insurance Europe SA/NV UK Branch is 940712. Its UK Establishment Number is BR025748 and its UK Establishment Office is located at 1 Tollgate Business Park, Tollgate West, Colchester CO3 8AB.

Cover Section O – Gadget Cover

This section of the insurance is administered by Bastion Insurance Services Ltd and underwritten 100% by Collinson Insurance. Collinson Insurance (a trading name of Astrenska Insurance Limited) is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority in the United Kingdom, under Firm Reference Number 202846.

Are there countries that are not covered?

Free Spirit will cover all countries and areas except for Afghanistan, Liberia and Sudan and those countries which the Travel Advice Unit of the Foreign, Commonwealth & Development Office or the World Health Organization (WHO) or similar body has advised against all or all but essential travel.

Can I take out a policy for my child aged under 18 years of age?

Children aged under 18 must be insured with an accompanying adult on the same policy.

Do all travellers, including those without existing medical conditions, need to be insured on the same Free Spirit 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.

Can we exclude certain sections of cover for premium discounts?

Unfortunately, the option to delete cover is not available.

Can I delete the standard policy excess?

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 N – Gadget Cover, would still apply).

Excess in some areas will still apply as follows:

In the event that we have agreed to cover a medical condition in writing we may have agreed an excess for this person.

When the choice of an additional activity pack to cover desired sports or activities has imposed an additional excess payable under cover level 1B.

How do I know what I’m covered for?

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.

Do you cover Winter Sports activities?

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.

Am I covered for sport and leisure activities?

Free Spirit automatically covers a wide range of activities on activity pack 1, which is included on all policies. 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.

Additional sports and activities can be covered by adding one of three activity packs and paying an additional premium.

Do I need a European Health Insurance Card (EHIC)/GHIC?

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.

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 be aware that an EHIC/GHIC is no substitute for travel insurance cover. If you are admitted to a private hospital, the EHIC/GHIC will not cover your treatment costs, nor will it cover any repatriation costs to get you back home.

Can you resend my policy to me?

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

Do I need to register for the Medicare scheme if I’m travelling to Australia?

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.

I use a wheelchair/mobility aid, is it covered?

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

What cover does Free Spirit Travel Insurance Provide for a natural disaster?

In the instance that your travels are impacted by a natural disaster, you are eligible for:

£750 for additional expenses under Travel Risks (cover section L).

£3,000 for Cancellation & Curtailment Cover (section A & D) on Super policies, or £6,000 on Super Duper policies. Unrecoverable costs are covered if you’re forced to cancel your trip before it starts or curtail your trip after you left home. This applies when one of the following unforeseen events happens: a fire, earthquake, storm, flood, riot or civil unrest in the country you’re travelling to.

£3,000 for Extended Journey Disruption (section I) – Super Duper cover only. If you’ve been forced to move from booked accommodation due to a natural disaster, landslide, or an outbreak of food poisoning, you’re covered for additional accommodation and transport costs that can’t be recovered from any other source.

Are my gadgets covered?

Eligibility Criteria

A gadget must be in good working order and in your possession when you start your trip and:

  • purchased or leased as new in the UK, or, if purchased as refurbished, with a minimum 12 month warranty (which you will be
    required to provide evidence of).
  • any device that was purchased as second hand or used, that is not a refurbished device that was sold with a minimum 12 month
    warranty.
  • not more than 48 months old at the date you started your trip, or 18 months old if your gadget is a laptop computer.
  • gifted to you, as long as it meets the above criteria, and you are able to provide a UK gift receipt.
How do I make a complaint?
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:

The Customer Services Manager, P J Hayman & Company Limited Stansted House, Rowlands Castle, Hampshire PO9 6DX

Email: customerservices@pjhayman.com

Section N – Gadget Cover:

Claims Administrators, Customer Relations, Davies Group Unit 8, Caxton Road, Fulwood, Preston PR2 9NZ Tel: 0345 074 4788

Email: gadgetclaims@davies-group.com

If your complaint relates to a claim, please direct it to:

Roger Rich & Company, Part of the Claims Consortium Group.

2a Marston House, Cromwell Park, Chipping Norton, Oxfordshire OX7 5SR

Tel: 0343 227 0842 (this is a basic rate number)

Email: ComplaintsTPA@Claimsconsortiumgroup.co.uk

If after making a complaint you are still not satisfied you may be entitled to refer the dispute to the Financial Ombudsman Service (FOS):
Financial Ombudsman Service, Exchange Tower, London E14 9SR

Tel: 0800 0234 567 (calls to this number are free on mobile phones and landlines)

Tel: 0300 1239 123 (calls to this number cost no more than calls to 01 and 02 numbers)

Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Last updated: 14th February 2024
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