Cover benefits
    • Travel Insurance available for anyone up to the age of 74.
    • Great value family pricing.
    • 24-hour emergency line with all policies.
    • Scheduled Airline Failure Cover on all policies (except Budget Policy).
  • Get a Quote : Travel Insurance, Holiday insurance

Frequently Asked Questions (FAQs)

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Travel insurance is there to give you peace of mind, so we knew you might have some questions. We’ve listed our most frequently asked questions here – simply click on the question and the answer will pop up. If you can’t find an answer to your question, please email us at travel-guard@chartisinsurance.com and a member of our customer assistance team will be happy to help.

Skiing, Sports and Activities
Ages and Traveller GroupsMedicalMiscellaneous

 
Can I ski and snowboard off-piste?Back to Top
Yes – off piste skiing or snowboarding are covered (except in areas considered to be unsafe by resort management) provided you have arranged a winter sports policy. You must ensure you follow any safety guidelines at all times. Get a quote for Winter Sports Insurance.
 
What equipment is covered on ski trips?Back to Top
Skis, ski bindings, snowboards, snowboard bindings, ski poles, ski boots, snowboard boots, ski helmets and ice skates. Cover is provided up to the sum insured as shown on the Table of benefits. This sum varies according to the level of cover you have purchased. Please note a single article/pair or set of items limit of £150 applies if you have arranged a Budget policy or a Standard policy. Get a quote for Winter Sports Insurance
 
What sports/activities/winter sports are covered?Back to Top
Cover can be provided for specified sports and activities you may be undertaking on your holiday.
Click here to find the sport or activity you wish to undertake. This page will also advise you on whether cover is automatically provided or whether an additional charge is required. You will also be advised on whether any special conditions or limitations would be applied.
If the activity you wish to undertake is not listed on this page please email travel-guard@chartisinsurance.com to check whether or not cover can be provided under this policy.
Get a quote for Winter Sports Insurance
  
 
Is scuba diving covered?Back to Top
Cover is provided if you are diving to depths of up to 30 metres if you have a recognised scuba diving qualification. If you are not qualified, cover is still provided to depths of up to 30 metres if you are accompanied by a qualified instructor. If you wish to dive to depths of between 30 and 50 metres, you must hold a recognised scuba diving qualification or you must be accompanied by a qualified instructor. An additional premium must be paid if you wish to dive between 30 and 50 metres. Please contact the customer services team on 0845 604 3761 if you wish to dive to these depths or if you have any questions regarding the cover relating to scuba diving.
Get a quote for Travel Insurance
  
What is the definition of family?Back to Top
A family is considered to be an individual and his or her partner provided they live together and up to nine of their dependent children (which can include fostered or adopted children) who are under 18 years of age at the date of buying this policy and are either in full time education or living with them.
Get a quote for Travel Insurance
What is the definition of an 'adult'?    Back to Top
An adult is considered to be an individual aged 18 or over.
Get a quote for Travel Insurance
 
 
What is the definition of ‘children’?  Back to Top
A child is considered to be anyone under the age of 18.
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Can my partner and/or children travel independently on an Annual policy?  Back to Top
Yes – adults are entitled to travel independently. Children under 18 years of age are only entitled to travel separately to the main insured person if they are travelling with a relative, guardian or person with a legal duty of care.
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What is the definition of ‘couple’ on an Annual policy?  Back to Top
A couple is considered to be an individual and his or her partner provided they live together. A partner would include a husband or wife, civil partner, fiancé or fiancée, boyfriend or girlfriend.
Get a quote for Travel Insurance
  
 
Do you insure people aged 65 and over?  Back to Top
Cover is provided if you are aged 74 or under but please note that If you are aged between 65 and 74 inclusive, the number of days you are entitled to travel is restricted to 31 days in any one trip and cover is only available at the Premier Plus level.
Get a quote for Travel Insurance
   
 
Can children be insured without adults?  Back to Top
Yes – but the full adult premium will be charged if a child is to be insured alone on the policy. Please note the child must be travelling with a relative, guardian or person with a legal duty of care (although the adults do not need to be insured on a Travel Guard policy).
Get a quote for Travel Insurance
  
 
Do you cover pre-existing medical conditions?  Back to Top
This policy will only provide cover for pre-existing medical conditions if full details of your condition have been disclosed to Travel Guard customer services and they have accepted you for cover. It may be necessary for an additional premium to be paid to allow cover for some medical conditions. If any of the following applies to you or to anyone insured on this policy you must phone 0845 604 3761 to disclose full details of the condition:
If you suffer from any heart or circulatory condition;
If you suffer from any respiratory condition;
If you suffer from any cancerous condition;
If you have a medical condition for which you are taking prescribed medication; or
If you have consulted a hospital specialist or needed in-patient treatment within the last 12 months.
  
 
Do I have to pay medical bills abroad?  Back to Top
If you go into hospital abroad and you are likely to be kept as an inpatient for more than 24 hours, someone must contact the Medical Emergency Assistance Company for you immediately by calling 0044 1273 400 610. Subject to cover being provided, they will be in a position to liaise directly with the hospital where you are being treated and will settle all of the costs for your medical treatment directly with the hospital. If you require outpatient treatment or if you need to consult a local doctor as a result of becoming ill or being injured whilst on your trip, you should settle the invoices directly with the treating hospital or doctor. Please make sure you keep all of the receipts relating to what you have paid so a claim can be made upon your return to the United Kingdom.
Get a quote for Travel Insurance
  
 
Can I work abroad?  Back to Top
If you intend to take part in any work during your trip you must disclose full details of what you will be doing to Travel Guard customer services by emailing travel-guard@chartisinsurance.com. Cover can usually be provided for you to work overseas but you may need to pay an additional premium to allow cover.
  
 
Is there a 24-hour emergency service?  Back to Top
Yes – the Medical Emergency Assistance Company, Travel Guard, will provide immediate help if you are ill, injured or die during your trip. They provide a 24-hour emergency service 365 days a year. If you are outside the UK and you need medical assistance please call 0044 1273 400 610.
  
 
How many days can I be abroad on an Annual policy?  Back to Top
Annual policyholders can travel on an unlimited number of trips during the period of cover, however, the length of each trip is limited to a set number of days depending on the level of cover you have bought. The maximum length of any one trip is as follows:
Budget cover – 31 days
Standard cover – 31 days
Premier cover – 45 days
Premier Plus cover – 62 days
The maximum duration of any one trip if you are aged between 65 and 74 inclusive is limited to 31 days.
Get a quote for Travel Insurance
  
 
Am I insured to travel whilst pregnant?  Back to Top
Cover is provided if you are no more than 26 weeks pregnant at the start of or during your trip. Please note that this policy only provides cover for medical emergencies so whilst we are able to insure people up to the end of their 25th week of pregnancy, medical expenses must be of an emergency nature so for example, the cost of routine scans would not be covered under the policy whereas costs relating to premature childbirth would be covered.
Get a quote for Travel Insurance
  
 
If I become pregnant after I buy my policy, will I still be covered?  Back to Top
If you will be more than 26 weeks pregnant at the start of or during your trip, you will be entitled to make a cancellation claim for your unused pre paid expenses which are not refundable from any other source.
If you will be less than 26 weeks pregnant at the date you are due to depart but your doctor advises that you are not fit to travel due to complications in your pregnancy, you will be entitled to make a cancellation claim for your unused pre paid expenses which are not refundable from any other source.
If you will be more than 26 weeks pregnant at the start of or during your trip and you still wish to travel rather than cancel your trip, no cover will be available under this policy for any costs relating to pregnancy or childbirth.
Get a quote for Travel Insurance
  
 
Can I change my European Annual policy to Worldwide?  Back to Top
Yes. There will be an additional sum to pay to upgrade the policy but this can be done by calling 0845 604 3761.
  
 
Do Annual Multi-Trip policies cover UK trips?  Back to Top
Yes - cover is provided for trips within the United Kingdom if you stay in pre-booked accommodation for at least two nights away from where you usually live or if you have pre-booked public transport (this includes air fares) and your trip is for at least two nights away from where you usually live.
Get a quote for Travel Insurance
  
 
Are there any countries excluded under my insurance?  Back to Top
Yes, your policy does not cover any trip in, to or through the following countries; Afghanistan, Cuba, Liberia, or Sudan.
Get a quote for Travel Insurance
  
 
The policy I have bought does not suit my needs, am I entitled to a refund of my premium?  Back to Top
If this cover is not suitable for you and you want to cancel your policy, you must contact Travel Guard by writing to Travel Guard Customer Services Department, PO Box 2157, Shoreham by Sea, West Sussex BN43 9DH, by e-mailing travel-guard@chartisinsurance.com or by phoning 0845 604 3761  within 14 days of buying your policy or the date you receive your policy documents. If you are a single trip policyholder, we will not refund your premium if you have travelled or made a claim before you asked to cancel the policy within the 14-day period.
If you are an annual multi-trip or backpacker policyholder and you have travelled or made a claim before you asked to cancel the policy within the 14-day period, we will only refund a proportionate amount of your premium.
  
 
Does this policy provide cover for one way trips?  Back to Top
Yes - cover is provided for a single one-way trip for up to 31 days. Cover ends 24 hours after you first leave immigration control in your final country of destination or at the end of the period of cover as shown on the policy schedule, whichever is earlier.
Get a quote for Travel Insurance
  
 
I am travelling on a business trip, will this policy cover me?  Back to Top
This policy will provide cover for business trips but you may wish to consider buying a Business upgrade as this will provide additional cover such as increased sums insured for your business equipment and business money, cover for replacement staff to attend business meetings in your absence if you are taken ill or are injured during your trip. To arrange such an upgrade or to discuss the cover in more depth, please call 0845 604 3761.
  
 
Will this insurance cover me if the airline I am due to fly with goes into liquidation?  Back to Top
Cover may be provided under the scheduled airline failure section unless you have arranged a Budget Policy. Please refer to Section M1 (or Section M2 if you have arranged a Backpacker policy) of the policy wording for full details of the cover provided.
  
 
If I am prevented from returning back to the UK at the end of my trip due to a flight delay, will my policy still cover me until I get home?  Back to Top
Yes – your policy will automatically be extended to cover you until you are able to return back to the UK if the return
leg of your trip is delayed due to unexpected reasons beyond your control.
  
 
Some of the items I intend to take on my trip are worth more than the single article limit – can I buy any ‘top up’ cover to increase the sums insured?  Back to Top
No – regretfully this is not an option. We would however suggest that you check with your household contents insurer as cover may be provided under an ‘All risks’ policy for higher sums so whilst we are unable to insure items  beyond the single article limits, your household insurer may be able to assist you.
 
  
Am I covered for disruption due to natural disasters?  Back to Top
In the event that your travel plans are disrupted as a result of a natural catastrophe, such as a volcanic eruption or an earthquake, our Natural Disaster Cover offers you protection should you need to cancel your trip, or if you are stranded abroad, in the UK or on an international flight connection.

You must have purchased Natural Disaster Cover to be able to claim under this section of your policy. Please view the policy wording for full cover details. We cover the following natural catastrophes:

Volcanic eruption
Flood
Tsunami
Earthquake
Landslide
Hurricane
Tornado
Wildfire

Below are some frequently asked questions which will help you if your travel plans are disrupted as a result of a natural catastrophe.

My outbound flight has been delayed due to a natural catastrophe, what should I do?
In the first instance, you should contact your airline as they may be able to offer you an alternative flight or reimburse you for the value of your flight.
If you are delayed by more than 24 hours then you can claim up to £6,000 per insured person, should you need to cancel your trip. Alternatively you can claim for reasonable additional expenses such as accommodation and food, that you incur during the first 24 hours that you are waiting to depart.

My flight has been cancelled, so I have decided to travel by an alternative means so I can still go on my holiday - do you cover additional costs for this?
If you have been delayed by 24 hours in the UK, we’ll pay up to £200 per insured person for the additional costs you incur rearranging your outbound travel to reach your destination.

I’m stranded abroad as my flight has been cancelled - can I claim for additional accommodation, food etc?
Again in the first instance, you should contact your airline.
If your return journey is delayed for more than 24 hours we’ll pay up to £150 per insured person for each 24-hour period you are delayed, up to a maximum of £750, to cover expenses you incur such as accommodation, food, cost of travel to an alternative point of departure or to alternative accommodation.

I’m stranded abroad and I need to make alternative travel arrangements to get me home - can I claim for this?
If your return journey is delayed by more than 24 hours and your airline, travel company etc is unable to make arrangements for your return journey within 72 hours, we’ll pay up to £2,000 per insured person for alternative travel arrangements to get you home.

I started my journey home, but now I’m stranded on an international connection – am I entitled to claim for expenses?
Again, the best course of action is to talk to your airline to arrange an alternative flight or reimburse you.
If you are delayed more than 24 hours, we will pay up to £150 per insured person for each 24-hour period you are delayed, up to a maximum of £750 to cover additional costs for items such as accommodation, food and drink.

I’m due to go on holiday in a few days time and there has been a natural catastrophe which may cause me some travel disruption - will I be able to claim if my trip is disrupted?
Yes you will be able to submit a claim. Please note that if you purchased your policy within 7 days of departure then the maximum benefit payable will be reduced by 75%.

I’m stranded abroad and my cat is in the cattery, can I claim for the extra charges that I have to pay?
If you are delayed more than 24 hours due to a natural disaster, you can submit a claim for cattery and kennel fees for up to £50 per day up to a maximum of £250.
 
 
Am I covered for travel disruption caused by the Icelandic volcanic ash incident?   Back to Top
Although the Icelandic volcanic ash situation has died down and there are no travel disruptions predicted, we can understand that you may be concerned in case a similar situation arises.
This type of incident would be covered under Section X – Natural Catastrophe cover in our Travel Insurance policy, providing you have purchased the cover.

If you need to submit a claim
If you need to submit a claim, please ensure that you follow the standard claims procedure and provide all relevant supporting documentation.