FAQs
We hope the FAQs below answer your query, however if you cannot find what you are looking for then please call 01483 562 662 quoting WEBroker and we will be happy to help
- Who are the insurers?
- What are the excesses?
- What is the period of insurance?
- Can I work abroad and still be covered?
- Does the age limit apply at the date of departure or date of buying the insurance?
- What is the maximum time I can go abroad for?
- What is the definition of a family?
- Can I travel one-way?
- Can I stopover in the USA on my way to Australia, but pay the Australian rate?
- Can non-UK residents buy the insurance?
- How do I find out if a country is, for example either Europe or Worldwide?
- What should I do if I am not satisfied with the service?
- How do you calculate the number of days for insurance? E.g. if my flight leaves at 23.30hrs, do I pay the extra day?
- Can I remove sections of cover?
- Am I covered if I had a stroke 4 months ago and my doctor says I'm fit to travel?
- What is a relevant fact?
- Who handles claims?
- Who provides the 24-hour emergency service?
- Who should be informed about pre-existing medical conditions?
- Can I cancel my holiday because of lack of snow?
- Is off-piste skiing covered?
- Is snowboarding covered?
- Is piste closure covered?
- Am I covered if my skis are stolen from the car roof when I have stopped for a meal whilst travelling to another resort?
- What ski cover is provided under the different policies?
- I go skiing for 4 weeks every year. Can I extend the 21 days on my Annual Multi-Trip policy?
- Am I covered if I miss my flight because of a traffic jam on the motorway?
- Am I covered if my flight from Glasgow to Heathrow is delayed and I miss a connection because one of them is delayed?
- Am I covered if I lose my contact lenses?
- What is a "reasonable allowance for wear or tear"?
- Are my belongings covered if they are on a roof rack?
- What should I do if the airline loses or damages my suitcase?
- What happens if the police don't write me a report?
- What should I do if I don't discover a loss or breakage until I get home?
- Is my camcorder worth £800 covered?
- What should I do with my belongings if I've gone to the beach and want to have a swim? My hostel doesn't have a safe place to keep them.
- If I make a claim under this insurance for some stolen personal effects, will you make a counter claim against my household insurers?
- What is the single item limit?
- Am I covered if I accidentally cause damage in the hotel I'm staying in?
- Why isn't personal liability covered under your personal travel insurance whilst driving?
- Am I covered for cancellation if one of my relatives is taken ill?
- My holiday is costing me £6,000 but there is only cover up to £5,000. Can I pay a supplement to cover for the extra risk?
- I have just been posted to Iraq when I should be on holiday. Am I covered to cancel?
- I've just been made redundant. Can I cancel my holiday?
- If I have to return home for an insured reason, will the insurance compensate me for my lost holiday?
- If I am delayed at the port due to a blockade of the port am I covered to cancel?
- If I'm stuck at the airport because my flight is delayed can I cancel and go home?
- Why is the personal accident payment reduced for me? I am 72 years old and I am paying extra premium anyway.
- Am I covered for the dentist abroad?
- I don't need travel insurance because I'm covered under the EHIC. Is this right?
- What activities are covered under the insurance?
- Is there cover for cash under the Long Stay policy?
- If I decide to stay abroad for longer can I extend my cover?
- I returned to the UK for my Grandfather's funeral and used my existing flight ticket to come home. I still have 6 months of my planned trip outstanding. Will the insurance pay for me to go back out and return?
- Am I covered for bar work?
- I'm in Australia and I've had all my money stolen. Can I get emergency funds sent out to me from the insurers?
- I am planning to spend 8 months in Australia and 4 months in other countries around the world. What premium do I pay?
- Can I return to the UK for short breaks to visit my family during the duration of my policy?
- Can my children travel separately under the family policy?
- If I am on a business trip and I'm taken seriously ill, can a colleague be sent out to cover me?
- Am I covered for holidays in the UK?
- Does my age count from the date of inception or from the date of travel?
- If I've already booked my holiday, can I wait and buy the insurance from the date of travel?
- Am I covered if I have to go into hospital after buying the insurance and before I travel?
Who are the insurers?
Voyager WEBroker Travel Insurance is underwritten by Mapfre Asistencia trading under the name Mapfre Assistance. The scheme is arranged by Voyager Insurance Services Ltd.
What are the excesses?
These vary from section to section. Please refer to the summary of cover for the relevant product.
What is the period of insurance?
Single Trip
Generally cover under this insurance starts when you leave your home or place of business in your home country at the start of your trip and finishes immediately upon your return to your home or place of business in your home country for any reason. This will not exceed the period for which the premium has been paid and in any event will not exceed the period shown on the holiday booking invoice. For cancellation only, cover starts at the time the premium is paid. Personal money will be covered from the time of collection, but not more than 72 hours before travel. If the return is unavoidably delayed for an insured reason, cover will be extended free of charge for the period of the delay. The maximum duration is 45 days. Cover for one-way trips will finish 48 hours after arrival in the country of final destination.
Annual Multi-Trip
The overall period of insurance will be for the 12-month period as shown on the certificate. The insurance covers an unlimited number of holidays/leisure trips, provided that no trip is longer than 45 days (22 days if aged 70-74) with a maximum of 183 days (93 days if aged between 70-74) in total in the 12 month period. The insurance includes up to 21 days winter sports cover and also provides cover for business trips. Generally, cover under this insurance starts when you leave your home or place of business in your home country at the start of your trip and finishes immediately upon your return to your home or place of business in your home country for any reason. For cancellation only, cover starts at the time you pay the premium, or when you book your trip whichever is the later. Personal money will be covered from the time of collection but no more than 72 hours before you travel. If the return is unavoidably delayed for an insured reason, cover will be extended free of charge for the period of the delay.
Long Stay
As per single trip, but the maximum duration is 15 months.
Can I work abroad and still be covered?
Yes, so long as it is not heavy or hazardous manual labour such as building work. Bar work and grape picking, for example, would be covered. However the insurance will not provide any cover under the personal liability or personal accident sections of the policy for any claim arising out of or in connection with any work of any nature. Please telephone Voyager on 01483 562662 to check whether a particular type of work will be covered.
Does the age limit apply at the date of departure or date of buying the insurance?
- Single Trip = 84 years at the date of departure
- Long Stay = 64 years at the date of departure
- Annual = 74 years at the date of buying the insurance
What is the maximum time I can go abroad for?
- Single Trip = 45 days
- Long Stay = 15 months
- Annual = 45 days any one trip (22 days if aged 70-74). No limit to total number of trips, however a maximum of 183 days (93 days if aged 70-74) in the 12-month period applies. Winter sports up to a maximum of 21 days in all including travelling time (maximum age 69).
What is the definition of a family?
Single Trip - Two adults and their dependent children under 18 at the date of departure or under 21 provided that they are still in full time education.
Single Parent family de finition - One adult and their dependent children under 18 at the date of departure or under 21 provided that they are still in full time education.
Annual Multi-Trip - Two adults and their dependent children under 18 at the date of inception or under 21 provided that they are still in full time education.
Single Parent family definition - One adult and their dependent children under 18 at the date of inception or under 21 provided that they are still in full time education.
Can I travel one-way?
Yes. If you are going on a one-way trip all cover will cease 48 hours after you arrive at your final destination.
Can I stopover in the USA on my way to Australia, but pay the Australian rate?
Single Trip - Yes, stopovers of up to 48 hours in a higher rated area are covered.
Long Stay - Yes, the rating area for long stay is determined by where the majority of your time will be spent.
Can non-UK residents buy the insurance?
>No, you must be resident in the United Kingdom, Channel Islands or Isle of Man. You must permanently reside in one of these areas and be registered with a medical practitioner.
How do I find out if a country is, for example either Europe or Worldwide?
Please refer to the list of countries at the end of this document.
What should I do if I am not satisfied with the service?
In the event that you are not satisfied with the level of service provided, we would ask you to then follow the procedure laid out under the heading Making a Complaint shown in the policy.
How do you calculate the number of days for insurance? E.g. if my flight leaves at 23.30hrs, do I pay the extra day?
Yes. The rating bands have been designed to take in the majority of travel periods, e.g. the average 2 week holiday comes under the 17 day rating band allowing for one or two extra days either side.
Can I remove sections of cover?
Single Trip - A cancellation only option and a medical expenses only option are available at 50% of the published premium. All baggage and money can be deleted at a discount of 12.5%.
Annual Multi-Trip - A medical expenses only option is available at 50% of the published premium. All baggage and money can be deleted at a discount of 12.5%.
Long Stay - All baggage and money can be deleted at a discount of 10%.
Am I covered if I had a stroke 4 months ago and my doctor says I'm fit to travel?
Please read the Medical Conditions questions on the Application form. If you answer "yes" to any of the questions, then your condition is specifically excluded unless you phone the Medical Pre-Screening Service on 0845 055 9923. The insurers may then agree to delete or amend the exclusion. Please see below for more details.
What is a relevant fact?
A relevant fact is one, which is likely to influence us in accepting your insurance. This could be the state of your health or the state of health of a close relative, or if you are planning any hazardous activities. If you are in any doubt as to whether a fact is "relevant", you should tell us. If you do not tell us this may result in your claim being invalid. Please call Voyager Insurance Services on 01483 562662.
Who handles claims?
For all claims, please request an appropriate claim form by telephoning Travel Claims Services on 0207 748 0682.
email: claims@travelclaimsservices.com
Who provides the 24-hour emergency service?
Ireland Assist Limited (part of Mapfre Assistance)
Tel: +44 (0)207 748 0681
Please quote Voyager WEBroker in all correspondance
Who should be informed about pre-existing medical conditions?
Clients should call the Medical Pre-Screening Service on 0845 003 5244.
Can I cancel my holiday because of lack of snow?
No, this cannot be covered under any travel insurance policy that we are aware of.
Is off-piste skiing covered?
Yes, provided all local guidelines are observed.
Is snowboarding covered?
Yes.
Is piste closure covered?
Yes, under the Single Trip and Annual Multi-Trip policy only.
Am I covered if my skis are stolen from the car roof when I have stopped for a meal whilst travelling to another resort?
Yes, but they must be locked on to the rack and must have been forcibly removed. There is no cover for skis left overnight.
What ski cover is provided under the different policies?
Single Trip - When the appropriate double premium is paid for winter sports, cover is extended to allow winter sports activities and provides cover for winter sports equipment, ski pack and piste closure.
Annual Multi-Trip - The policy includes up to 21 days winter sports cover. Cover is provided for winter sports equipment, ski pack and piste closure.
Long Stay - Winter sports cover is available by paying the additional winter sports premium. Cover is provided for winter sports equipment and ski pack. Please note there is no cover under long stay for piste closure.
I go skiing for 4 weeks every year. Can I extend the 21 days on my Annual Multi-Trip policy?
No. We would recommend the Single Trip policy.
Am I covered if I miss my flight because of a traffic jam on the motorway?
Yes, if there is a road traffic accident or vehicle breakdown delaying the vehicle you are travelling in so that you arrive at the departure point in your itinerary too late to board the public transport you have booked.
Am I covered if my flight from Glasgow to Heathrow is delayed and I miss a connection because one of them is delayed?
Yes, for necessary additional accommodation and travel expenses up to the policy limit, provided you have left sufficient time between the two flights, i.e. planned to arrive at your departure point at the earliest scheduled check-in time.
Am I covered if I lose my contact lenses?
Yes, if they are stolen or damaged in a fire.
What is a "reasonable allowance for wear or tear"?
A deduction from the amount paid for the item to reflect its age and likely condition at the time of the loss. The policy is one of indemnity, not "new for old".
Are my belongings covered if they are on a roof rack?
Assuming the items are in a locked roof box, the insurance will pay up to the policy limits. However, Valuable items and money are not covered when left in a car at any time.
What should I do if the airline loses or damages my suitcase?
You should report the incident immediately and obtain a "Property Irregularity Report" from the airline.
What happens if the police don't write me a report?
You should obtain a report from your holiday representative, hotelier or local tourist office wherever possible, confirming the loss and reasons why the police would not help.
What should I do if I don't discover a loss or breakage until I get home?
Notify Travel Claims Services by calling 0207 748 0682 and the carrier if you believe it happened whilst in transit. Also inform your tour operator and hotel.
Is my camcorder worth £800 covered?
It is covered for Loss or theft, under the valuables sub-section within the overall baggage section, but the valuables limit will be much lower than it is worth. The cover for valuables varies from policy to policy. We would recommend you contact your house contents insurers to arrange an extension to cover for your camcorder.
What should I do with my belongings if I've gone to the beach and want to have a swim? My hostel doesn't have a safe place to keep them?
You should not leave any money or valuables unattended at any time. If necessary, ask someone YOU KNOW to look after your belongings.
If I make a claim under this insurance for some stolen personal effects, will you make a counter claim against my household insurers?
Yes this is a common practice for most classes of insurance and helps keep the overall premium down. It will not prejudice any No Claims Bonus on your household insurance.
What is the single item limit?
- Single Trip = £250
- Long Stay = £250
- Annual = £250
Am I covered if I accidentally cause damage in the hotel I'm staying in?
Yes, up to the policy limit, but subject to the excess (See policy).
Why isn't personal liability covered under your personal travel insurance whilst driving?
Travel insurance policies are not designed to provide this sort of cover. We would strongly recommend the purchase of a third party liability top-up policy.
Am I covered for cancellation if one of my relatives is taken ill?
Yes, subject to the policy terms and conditions relating to the health of travelling companions and others on whom the journey may depend. The insurance will pay your cancellation costs if your mother (in-law), father (in-law), step parent (in-law), sister (in-law), brother (in-law), wife, husband, son (in-law), daughter (in-law), step child, foster child, grandparent, grandchild, uncle, aunt, nephew, niece, cousin, partner or fiance are taken ill before you are due to go away necessitating you to cancel the trip.
My holiday is costing me £6,000 but there is only cover up to £5,000. Can I pay a supplement to cover for the extra risk?
In some circumstances it may be possible, please contact Voyager insurance on 01483 562 662.
I have just been posted to Iraq when I should be on holiday. Am I covered to cancel?
Yes. If you are a member of the Armed Forces and you are unexpectedly required for emergency and unavoidable duty, you are covered for cancellation. This also applies in certain circumstances to police, fire, nursing, ambulance or coastguard services provided that at the time of booking your trip you had no reason to believe that you would be called for duty.
I've just been made redundant. Can I cancel my holiday?
Yes, provided that you are entitled to payment under the current redundancy payment legislation and at the time of booking your trip you had no reason to believe that you would be made redundant.
If I have to return home for an insured reason, will the insurance compensate me for my lost holiday?
Curtailment means cutting your planned journey short by early return to the United Kingdom or admission to hospital overseas as an in-patient so that you lose the benefit of accommodation you have paid for. The insurance will pay on the basis of the number of complete nights accommodation lost. In respect of travel expenses, the insurance will pay for any additional costs, but not for the loss of pre-booked arrangements.
If I am delayed at the port due to a blockade of the port am I covered to cancel?
If you are delayed at the port for 12 hours or more for any of the reasons specified in the policy wording, you are entitled to the delay benefit as stated. If this is due to a strike or similar action, this must not have already started or been announced at the time you arranged your trip. However, occasionally it may be necessary to abandon the trip, in which case you are covered for the cost of the trip to the maximum claimable under section 1.
If I'm stuck at the airport because my flight is delayed can I cancel and go home?
Yes, if the flight has been delayed for 12 hours or more because of strike, riot, civil commotion, accident, mechanical breakdown or bad weather.
Why is the personal accident payment reduced for me? I am 72 years old and I am paying extra premium anyway.
The personal accident payment is reduced for those aged under 16 and over 65. This is because the benefit is designed to compensate the insured's family in the event that the insured is unable to work. Those under 16 and over 65 are generally not in full time employment.
Am I covered for the dentist abroad?
Yes, up to £350 for emergency dental treatment to natural teeth for the immediate relief of pain only.
I don't need travel insurance because I'm covered under the EHIC. Is this right?
This is a common misconception. The EHIC in Europe and Medicare in Australia provide reciprocal health arrangements with the UK. However, there are many restrictions such as payment is often limited to a percentage of the total cost; it only applies in certain cases; on-going drugs to treat the condition are not covered nor are ambulance costs and repatriation costs. Under Emergency Medical and Associated Expenses - section 2, you will not have to pay a policy excess if your claim is reduced by using the EHIC.
What activities are covered under the insurance?
Leisure |
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| This policy automatically covers you to undertake the activities listed below on an amateur basis | ||
| Abseiling | Dry slope skiing (W/S premium must be paid) | Angling |
| Aerobics | Fell running | Pony trekking |
| Angling | Fell walking | Raquet ball |
| Archery | Fencing | Rafting (grades 1-4) |
| Athletics (amateur) | Flying (in a light aircraft as a passenger, not piloting) | Rambling |
| Badminton | Fishing (angling) | Rifle range shooting |
| Ballooning | Football (recreational and incidental soccer) | Roller blading |
| Banana Boating | Glacier walking (under 2000m, W/S premium must be paid) | Roller skating |
| Baseball | Go karting below 250cc (no liability) | Rounders |
| Biathlon (amateur) | Golf | Rowing |
| Big foot skiing (W/S premium must be paid) | Handball | Safari (organised trips only) |
| Black water rafting (grades 1-4) | Hiking/trekking/walking below 4000m | Sail boarding |
| Boating (inside 12 mile limit) | Hill walking | Sailing (inside 12 mile limit) |
| Boardsailing | Hockey | Scuba diving (up to 30m unqualified) |
| Bowls | Horse riding (NOT competitions, racing, jumping & hunting) | Skateboarding (recreational) |
| Bowling | Hot air ballooing (as a passenger only) | Sledging (W/S premium must be paid) |
| Bungee jumping (incidental 1-3 jumps) | Ice skating (on rink, W/S premium must be paid) | Snooker |
| Camel riding | Indoor climbing (on climbing wall only) | Snorkelling |
| Canoeing (grades 1-3) | Jet skiing (no liability) | Snow-boarding (W/S premium must be paid) |
| Canoeing (grades 4-5) | Kayaking (grades 1-3 rivers/sea) | Snow-mobiling (W/S premium must be paid) |
| Catamaran sailing (inside 12 mile limit) | Kayaking (grades 4-5) | Softball |
| Clay pigeon shooting | Kite buggying (single seat) | Squash |
| Climbing (indoor only) | Kite surfing (over water) | Surfing |
| Cricket | Lacrosse | Table Tennis |
| Croquet | Marathon running | Ten pin bowling |
| Cross country skiing (W/S premium must be paid) | Mono-skiing (W/S premium must be paid) | Tennis |
| Curling | Motorcycling (on road, providing you hold an appropriate full license and are wearing a helmet) | Tobogganing (W/S premium must be paid) |
| Cycling (not BMX competition or stunting) | Mountain biking | Trampolining (recreational) |
| Cycling (recreational including mountain bikes) | Netball | Trekking up to 4000m |
| Dance (amateur) | Off-piste skiing (W/S premium must be paid) | Volleyball |
| Deep sea fishing (recreational inside 12 mile limit) | Orienteering | Water polo |
| Dinghy sailing (inside 12 mile limit) | Paintballing | Water skiing |
| Diving (recreational) | Parascending (towed by boat) | White water canoeing/rafting (up to grade 3 rivers only) |
| Dog sledging (W/S premium must be paid) | Pistol shooting | Windsurfing (inside 12 mile limit) |
| Yachting (inside 12 mile limit) | ||
Action |
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| In addition to the activities listed above, the following activities will also be covered on an amateur basis are are subject to a 50% premium load. Please note there is no cover provided under Section 4 - personal accident and Section 10 - personal liability while participating in one of these activities. The policy excess will be increased to £200 per person per claim. | ||
| Black water rafting (grades 5-6) | Judo (training only) | Parachuting (static line) |
| Bungee jumping (more than 3 jumps) | Karate (training only) | Paragliding |
| Flying (piloting of light aircraft as PPL holder) | Kendo (training only) | Quad biking (under 250cc) |
| Football (amateur competition/tour) | Kick boxing (training only) | Rafting (above grade 4) |
| Glacier walking (2000-6000m, W/S premium must be paid) | Kite surfing (over land) | Scuba diving (40m max qualified) |
| Gliding (as pilot with necessary license) | Martial arts (training only) | Skateboarding (demonstration or competitive) |
| Gymnastics | Mountain biking (including competitions) | Trekking (4000-6000m) |
| Hiking/trekking/walking 4000-6000m | Parachuting | White water canoeing/rafting (grade 4 and over) |
Action Plus |
||
| In addition to the activities listed above, the following activities will also be covered on an amateur basis are are subject to a 100% premium load. Please note there is no cover provided under Section 4 - personal accident and Section 10 - personal liability while participating in one of these activities. The policy excess will be increased to £200 per person per claim. | ||
| American Football | Gaelic football | Parachuting (sky diving tandem & solo) |
| Bouldering (with crash pad; max height 7m) | Gliding (as pilot under instruction) | Polo |
| Canyoning | Hang gliding | Rugby union & league (amateur) |
| Catamaran sailing (outside 12 mile limit) | High diving | Sky diving (tandem or solo) |
| Cycling (BMX or stunting) | Horse riding (competition) | Heli skiing (with qualified guide, W/S premium must be paid) |
| Diving (high diving) | Hurling | |
| Flying (piloting of light aircraft under instruction) | Ice hockey | |
Cover for other activities may be provided if declared to and accepted by Voyager Insurance Services (01483 562662). We reserve the right to apply special terms and conditions and an additional premium may also apply. Please see General Exclusions 8, 10 and 11, in the policy wording for more information.
Winter sports activities are excluded unless the appropriate additional premium has been paid. 21 days Winter sports is included as standard on Annual Multi-trip policies. In no event is winter sports covered for persons over the age of 74. In no event is ski jumping, ski acrobatics, ski flying, ski racing (in major events), ski stunting, snow cat skiing, lugeing or the use of skeletons or bobsleighs covered. Please see general exclusion 9 in the policy wording.
Please note you are not covered for anything caused by you travelling on a motor cycle, unless the rider holds an appropriate valid licence and all persons insured are wearing crash helmets. Please note there is no cover under personal Liability for anything relating to your ownership possession or use of motorised vehicles.
Is there cover for cash under the Long Stay policy?
Yes, the policy limit is £250.
If I decide to stay abroad for longer can I extend my cover?
Yes, provided you notify us prior to your cover lapsing and subject to there being no claims pending and that you are not aware of any potential claims, your policy can be extended. In no event can the insurance exceed 15 months.
I returned to the UK for my Grandfather's funeral and used my existing flight ticket to come home. I still have 6 months of my planned trip outstanding. Will the insurance pay for me to go back out and return?
No
Am I covered for bar work?
Yes. You will be covered under all sections except personal liability and personal accident. Please telephone Voyager on 01483 562662 to check whether a particular type of work will be covered.
I'm in Australia and I've had all my money stolen. Can I get emergency funds sent out to me from the insurers?
No, but you can contact the 24 hour Emergency Service who will advise what is the best course of action.
I am planning to spend 8 months in Australia and 4 months in other countries around the world. What premium do I pay?
Your premium is calculated at the rate for the area where you will be spending the majority of your time.
Can I return to the UK for short breaks to visit my family during the duration of my policy?
Yes. A return to the UK is allowed for up to 2 weeks. However, no cover would be in force whilst in the UK.
Can my children travel separately under the family policy?
Yes family members can travel separately.
If I am on a business trip and I'm taken seriously ill, can a colleague be sent out to cover me?
Yes, the insurance will pay for reasonable additional accommodation and travel expenses if a close business colleague has to travel overseas to finish any essential business commitments which were interrupted because of your death, injury or illness.
Am I covered for holidays in the UK?
Yes, there is a minimum stay requirement of 2 nights and they must either have pre-booked accommodation or transport, or be more than 25 miles from their home unless the trip involves a sea crossing.
Does my age count from the date of inception or from the date of travel?
From the date of inception.
If I've already booked my holiday, can I wait and buy the insurance from the date of travel?
You can, but you run the risk of being liable for any charges should you have to cancel in the meantime. We would recommend cover commencing from the date of booking rather than the date of travel.
Am I covered if I have to go into hospital after buying the insurance and before I travel?
Yes, you can cancel subject to the terms and conditions of the policy, if you've already booked your trip and are forced to cancel. For any future bookings you should contact the WEBroker Healthcheck on 0845 003 5244.
Copyright ©2012 Voyager Insurance Services Ltd.
Voyager Insurance Services Ltd. is a member of the Somerville group of companies.
Voyager Insurance Services Ltd is authorised and regulated by the Financial Services Authority (Firm reference no. 305814)
Voyager Insurance Services Ltd. is registered in England No. 3251842 Registered Office: Buzzards Hall, Friars Street, Sudbury, Suffolk CO10 2AA