Direct Line Travel Insurance

Section D - Emergency medical and travel expenses abroad
This section allows you to receive essential emergency medical treatment if you fall ill or are injured in an accident while you are abroad. You can then either continue with your journey or, if medically necessary, be brought back to your home in the UK for further medical treatment.
If you need more than simple outpatient treatment of the sort that you can pay for locally, you should call the Assistance Service for help and advice. Please beware of excessive treatment charges and note that this is not private health insurance. If you are in any doubt, please call us for advice. The telephone numbers for the Assistance Service are listed on page 34 of this booklet.
You must tell the Assistance Service immediately if you are likely to be admitted to hospital for any reason. Many hospitals will not begin treatment until the costs have been guaranteed. If your condition is serious, we will bring you home to the UK as soon as the medical advisor considers that you are fit enough to travel safely.
Remember:
After you have paid for this policy, you must tell us if you are diagnosed with:
- any heart condition, any circulatory condition (problems with blood flow, including high blood pressure) or any breathing condition (including asthma);
- any type of cancer;
- any joint and bone condition;
- any gastrointestinal (stomach) condition; or
- diabetes.
We will then decide if we can provide you with cover on your existing terms. We may ask you to pay an extra premium, add special conditions to the policy or exclude cover for that medical condition.
If we cannot provide cover for the medical condition diagnosed after you paid for the policy, or if you do not want to pay the extra premium, you can call us on 0845 246 0415 and make a cancellation claim if you have booked and paid for a journey that you have not yet made. Or, you can cancel your policy and we will send you a pro-rata refund, as long as you have not travelled or made a claim.
We will pay costs of up to £5,000,000 for continuous medical and travel expenses while abroad that are necessary for up to 12 months as a result of you becoming physically ill or injured. We will pay:
We will pay costs of up to £5,000,000 for continuous medical and travel expenses incurred abroad that are necessary for up to 12 months as a result of you becoming physically ill or injured. We will pay for the following costs:
1. usual, reasonable and necessary emergency expenses for medical, surgical and hospital charges (including emergency dental treatment to relieve immediate pain);
2. returning you to the UK;
3. economy travel and accommodation expenses of up to £2,000 (including a daily allowance of £25 a day for meals, phone calls and travel) for one person who is a resident of the UK, to stay with or travel to and stay with you;
4. a daily allowance of £25 a day for meals, phone calls and travel after you are discharged from hospital and before we bring you back to the UK;
5. up to £2,500 for funeral expenses abroad or for the extra costs of returning your remains to your home in the UK.
You must provide us with valid receipts for both 3 and 4 above.
Conditions
- You must not be travelling against medical advice or specifically to get medical treatment.
- You must not have been diagnosed with a terminal illness before the issue of this policy.
- You must not be waiting for medical treatment as a hospital inpatient or day-patient before the issue of his policy unless we know about it and have accepted it in writing.
- You must give our assistance service full details as soon as you know of a medical emergency.
- You must accept our decisions about the most suitable, practical and reasonable solutions to any medical emergency.
Exclusions
We will not pay for any claim directly or indirectly resulting from:
- treatment or help provided in the UK;
- non-emergency treatment, tests or surgery (including cosmetic surgery) that is not directly related to the illness or injury which causes you to go into hospital;
- surgery or medical treatment that the medical advisor believes is not essential and could wait until you return to the UK;
- treatment or help which the medical advisor believes was provided after you first became able to return to the UK;
- pregnancy during the three months (four months if you are expecting more than one baby) immediately before your estimated date of delivery or the first seven days after giving birth;
- the extra cost of single or private accommodation in a hospital or clinic;
- any expenses which we have not agreed to for inpatient treatment or bringing you home;
- medication which you need at the time of your departure and which you know you will have to continue abroad;
- dental work involving the use of precious metals;
- treatment or services provided by a spa, nursing home or rehabilitation centre;
- the standard of medical treatment you received from the medical service provider(s);
- the medical service provider not providing any necessary treatment;
- you not getting necessary emergency medical treatment; and
- the cost of any phone calls, other than those covered under Section D, points 3 and 4.
Excess
Please see your policy schedule.

Section H - Personal accident
If you are physically injured on a journey and the injury is solely and independently caused by violent, visible, external and accidental means we will pay you or your legal representatives either;
Benefit 1 - up to £10,000 if your injury leads to death or total and permanent loss of sight or physical loss of limb; or
Benefit 2 - up to £25,000 if you are permanently disabled and cannot work in any capacity after 2 years from the date of the accident because of this injury.
Exclusions
We will not pay:
- more than one benefit for the same incident:
- more than £1,500 under benefit 1 if you are under 16 years of age at the time of the accident.

Section C - Personal Money
This section covers your travel money against loss or theft. If you make a claim, you will need to provide evidence that you had the money, so please keep any receipts you have. If your money is lost or stolen and you report it to the police, we will pay a single emergency cash advance of up to £100 for each insured adult. You must then repay this amount to us when you return home or we can take it from the amount we pay for your claim. We will not offer a cash advance under any other circumstances.
Please note the advice given in section A - Personal possessions, under the heading "Be aware!" as it applies to this section also.
We will pay you up to £500 if your personal money is lost or stolen on your journey or during the 72 hours immediately before your departure.
- The cash or bank note limit is £250.
Conditions
- You must report any loss to the police within 24 hours of discovering it and you must get a written
police report.
- If we ask, you must show us confirmation of the amount of the foreign currency. In the case of
sterling, you must provide documents to prove that you had the money.
Exclusions
We will not pay for:
- loss or theft of personal money unless it is with you or there is evidence that someone has broken into your safety deposit box or locked personal accommodation.
- We will not pay for loss or theft of personal money in the form of travellers' cheques or credit cards; or
- the loss or theft of personal money left in a hotel courtesy store or storage room.
Excess
Please see your policy schedule.

Section C - Personal Money
This section covers your travel money against loss or theft. If you make a claim, you will need to provide evidence that you had the money, so please keep any receipts you have. If your money is lost or stolen and you report it to the police, we will pay a single emergency cash advance of up to £100 for each insured adult. You must then repay this amount to us when you return home or we can take it from the amount we pay for your claim. We will not offer a cash advance under any other circumstances.
Please note the advice given in section A - Personal possessions, under the heading "Be aware!" as it applies to this section also.
We will pay you up to £500 if your personal money is lost or stolen on your journey or during the 72 hours immediately before your departure.
- The cash or bank note limit is £250.
Conditions
- You must report any loss to the police within 24 hours of discovering it and you must get a written
police report.
- If we ask, you must show us confirmation of the amount of the foreign currency. In the case of
sterling, you must provide documents to prove that you had the money.
Exclusions
We will not pay for:
- loss or theft of personal money unless it is with you or there is evidence that someone has broken into your safety deposit box or locked personal accommodation.
- We will not pay for loss or theft of personal money in the form of travellers' cheques or credit cards; or
- the loss or theft of personal money left in a hotel courtesy store or storage room.
Excess
Please see your policy schedule.

Section L Legal assistance
The 24 hour phone number for reporting personal injury, agreement disputes or being held abroad is 0870 240 0285 (+44 870 240 0285 from abroad ).
We will pay
1. Up to £50,000 for legal costs to help you claim damages or compensation:
- for injury, illness or death, which happens during your journey; or
- following a dispute about an agreement you have for your journey.
2. Up to £250 for the first consultation that you arrange with a local solicitor if you are arrested or held by authorities during your journey.
We will pay for legal assistance if:
- any legal proceedings are carried out within the UK or within the geographical region by a court or other organisation that we agree to; and
- it is more likely than not that you will be successful with your claim
What is not covered
We will not pay:
- to defend your legal rights in claims against you;
- any claim resulting from any illness or injury that develops gradually or is not caused by a specific or sudden accident;
- for actions between insured people (in other words, people insured on the same policy trying to make a claim against each other);
- legal costs and expenses that arose before we agreed to support your claim;
- claims reported more than 180 days after the date you knew or should have known about the incident leading to the claim; and
- legal costs:
- if you stop or settle a claim or withdraw instructions from solicitors and without our agreement;
- if you do not give suitable instructions to the solicitor; or
- if you make a false claim or knowingly give us any information about the claim that is incorrect or incomplete.If any of these events occurs, you will have to refund any costs and expenses we have paid or agreed to pay during your claim.
Conditions
If you do not keep to the following conditions, we may refuse any claim and withdraw from any current claim.
You must
- give us full details of your claim and any other information that we or the solicitor ask you for;
- tell us about any developments affecting your claim;
- tell us if the solicitor refuses to continue to act for you or if you withdraw your instructions;
- tell us if anyone makes a payment into court or offers to settle your claim;
- try to get back costs that we have to pay, and pay them to us;
- get our agreement in writing before you try to negotiate or settle a claim; and
- co-operate fully with the solicitor and us, and not do anything that might harm your claim.
If we ask, you must tell the solicitor to give us any documents or information that they have or know about.
Appointing a solicitor
- If we accept your claim, we or a solicitor we appoint will try to negotiate a settlement without having to go to court.
- If it is necessary to take your claim to court, or if there is a conflict of interests, you have the right to choose the solicitor who acts for you. Otherwise, we will appoint a solicitor to act for you.
- We or you will appoint a solicitor to act for you in line with our standard terms of appointment (ask us if you want a copy).
- You must not agree any charges with the solicitor without getting our permission first.
- If a solicitor refuses to continue acting for you with good reason, or if you dismiss them without good reason, your cover will end immediately unless we agree to appoint another solicitor.
You must tell your solicitor to do the following
- Get our written permission before instructing a barrister or an expert witness.
- Tell us immediately if it is no longer more likely than not that you will be successful with your claim.
We can do the following
- Contact the solicitor at any time, and they must co-operate fully with us at all times.
- Decide to settle your claim by paying the amount in dispute.
- Refuse to pay any more legal costs if you do not accept a reasonable offer to settle your claim.
- Refuse to pay any more legal costs if it is no longer more likely than not that you will be successful with your claim.
Arbitration
You have the right to refer any disagreement between you and us to arbitration. The arbitrator will be a solicitor, barrister or other suitably-qualified person that you and we agree on. If we cannot agree, the arbitrator will be chosen by the president of the Law Society or another similar organisation for that part of the UK or geographical region whose law governs this section of the policy. The arbitrators decision is final. Whoever loses the arbitration will pay for all the costs and expenses of the arbitration.
You can also refer any disagreement between you and us to the Financial Ombudsman Service, which is a free service. (See page 8 for details of our complaints procedure.)

Section K - If you lose your passport
If you lose your passport during a journey, we will pay you up to £250 for reasonable extra travel and accommodation costs abroad while you arrange a replacement.
Exclusions
We will not pay for any claim unless you report the loss to the police or British Consular Representative within 24 hours of discovery.
Excess
Please see your policy schedule.

Settling your claim
For each item of your personal belongings that is lost or damaged during your journey, we will
decide whether to:
a. pay the cost of replacing it or par t of a set as new; or
b. replace the item or part of a set as new; or
c. pay the cost of repairing the item or part of a set; or
d. make a cash payment to you.
We will decide which of the above options is most suitable. We will not pay the cost of replacing
any other pieces that form par t of a set.
Wear and tear
We will take an amount from any claim we pay to allow for wear and tear. This applies to claims
involving:
a. clothing (including spor ts clothing); and
b. any item or part which is not replaced or repaired.

Section A - Personal Possessions
This section only applies if it is shown on the policy schedule and you have paid the relevant premium.
This section covers your baggage against loss, theft, breakage or damage whilst you are away from home. There are limits in this section that may not be enough for expensive items such as jewellery and photographic or video equipment. However, you can usually insure these items separately under the 'All Risks' extension of your home insurance.
Be aware!
You must take care to look after your possessions, in particular, your valuables and your money.
- These items should be kept on your person, or secured in baggage which stays with you at all times (not in suitcases to be checked-in).
- Alternatively they should be left in your locked personal accommodation, a locked safety deposit box or a locked safe.
- Valuables or money should never be left on a beach or under a towel or sun-bed, no matter how well hidden.
- They should not be left in an unattended pushchair or buggy or in unattended coats or jackets. If these may be taken from you, for example, in a restaurant, you should first remove items of value.
If you do not take reasonable precautions to protect your property, we may not pay your claim.
We will pay you up to a total of £1,500 for your personal possessions if they are damaged, lost, stolen or destroyed while on your journey.
- The single item limit for personal possessions is £250.
- The total limit for all your valuables is also £250.
Conditions
- You must keep your tickets and luggage tags and report any loss or theft within 24 hours to the police or to carriers if the loss or damage has happened during the journey. You must also get a police report form or a carrier's property irregularity report form within 7 days.
- You must comply with the carrier's conditions of carriage.
- You must not abandon any property to us.
- Your must provide receipts for any lost or stolen items you are claiming for. These receipts must show the price of the item and the date and place you bought it.
Exclusions
We will not pay for loss, theft, breakage or damage to:
- valuables carried in suitcases or other luggage unless they are with you at all times;
- valuables which are not with you, locked in your personal accommodation or stored in a locked safety deposit box or locked safe;
- valuables left in an unattended motor vehicle;
- personal possessions which you have left unattended, unless they are locked in your personal accommodation or the secure area of a motor vehicle and there is evidence of someone using force to break in;
- valuables left in a hotel courtesy store or storage room;
- films, tapes, cassettes, cartridges or discs that you have used/recorded on, other than for their value as unused material;
- food items, bottles or cartons and their contents or any damage caused by these items;
- contact and corneal lenses, hearing aids and dentures;
- personal possessions caused by wear and tear, loss of value, moths, vermin or any cleaning, repairing or restoring process;
- sports equipment in use;
- anything shipped as freight;
- winter sports equipment;
- property which is specifically insured by another policy.
We will not pay for cracked, scratched or broken glass (other than lenses in cameras, binoculars, telescopes or spectacles), china or similar fragile items.
Settling Your Claim
For each item of your personal possessions that is lost or damaged during your journey, we will at our option:
a) pay the cost of replacing it or part of a set as new
b) replace the item or part of a set as new;
c) pay the cost of repairing the item or part of a set; or
d) make a cash payment to you.
We will decide which of the above options is most suitable. We will not pay the cost of replacing any other pieces that form part of a set.
Wear and Tear
We will take an amount from any claim we pay to allow for wear and tear. This applies to claims involving:
a) clothing (including sports clothing); and
b) any item or part which is not replaced or repaired
Excess
Please see your policy schedule.
Section B Emergency Replacement of Personal Possessions
This section only applies if it is shown on the policy schedule and you have paid the appropriate premium.
We will pay up to £100 for anything which you reasonably need to buy if you have to wait more than 12 hours for personal possessions which the carrier has temporarily lost on the way to your holiday destination.
Conditions
- If your possessions are not found, we will take any amount we pay under this section from the amount we pay for your final claim for lost possessions under section A of this policy. We will need to see the receipts for any replacement items that you buy.

Section B Delayed personal possessions
This section only applies if it is shown on the policy schedule and you have paid the relevant premium.
We will pay up to £100 for any essential personal belongings which you reasonably need to buy if you have to wait more than 12 hours for baggage that the carrier has temporarily lost on the way to your holiday destination.
Conditions
- If your personal belongings are not found, we will take any amount we pay under this section from the amount we pay for your final claim for lost personal belongings under Section A of this policy. We will need to see the receipts for any replacement items that you buy.
Exclusions
We will not pay:
- for any claims where the delay to your personal belongings happens when you are on your return journey (going home).

Section F - Cancellation of a journey
Cancellation cover starts on the date shown on your policy schedule and ends on the day that you leave on the journey. However, this applies only as long as both the departure date and return date fall within the period of insurance. If you book a trip that starts after your current policy ends, cancellation cover will apply only up to the date your policy ends, as shown on your policy schedule. Cover can be continuous only if you renew the policy on or before that date.
If you have to cancel your journey, we will pay you up to £5,000 for your personal accommodation and transport charges that you cannot get back from any other source.
(This includes up to £150 for excursion charges paid in advance in the UK.)
This cover applies when you have to cancel your journey because of:
1) your death or serious injury or illness or that of:
- you;
- a companion your travel depends on;
- a member of your immediate family;
- a person abroad whose home you are intending to stay in;
The cover also applies if:
1. when you are travelling, you or a companion your travel depends on are needed:
- in the UK as a witness in court or for jury service and a court official has refused to postpone it; or
- by a relevant authority to stay at home following a serious burglary, fire, storm or flood damage to your home occurring within seven days of the start of your journey;
2. you are being made unemployed or having your contract ended early if you are self-employed;
3. your pet dog or cat requires emergency life-saving treatment as a result of an accident or illness within seven days of the start of your journey;
4. as a member of the Armed Forces or the police, ambulance, fire or nursing service, you are needed for unexpected emergency duty or are posted overseas at the time of your journey;
5. you decide to abandon your journey after a delay of more than 12 hours from the specified time shown on your itinerary; or
6. the Foreign and Commonwealth Office advises against all travelto your intended destination during the period of your journey.
We will also pay cancellation costs as above, if, after booking your journey, you discover that you are pregnant and the date of your return home will be within the 12 weeks (16 weeks if you are expecting more than one baby) before you are due to give birth.
If you booked your flight with Air Miles we will pay for the cost of an equivalent flight that you must take within three months from the date of loss. Please note that if we agree to settle your claim, we will send you a cheque and you, not us, will be responsible for booking or arranging the new flight.
We will only pay the charges that would have applied at the time you first became aware of the need to cancel, if you have a valid claim.
Conditions
- Neither you, nor anyone else the journey depends on, must have been diagnosed with a terminal illness before the journey was booked.
- You must not be waiting for medical treatment as a hospital inpatient or day-patient before booking any journey unless we know about it and have agreed it in writing.
- You must not book a journey if you have reason to believe it may be cancelled.
- You must not book a journey if you are unemployed and are not registered for work with the employment service. If you are self-employed and your contract is ended early, you must provide written evidence from the person ending the contract as well as a copy of the contract.
- You must provide us with a cancellation invoice, your unused tickets and ticket receipts.
- If you cancel because of illness, you must provide us (at your expense) with medical information confirming that you saw a registered doctor as well as clearly stating the medical reasons for cancelling.
- After you have paid for this policy, you must tell us if you are diagnosed with:
any heart condition, any circulatory condition (problems with blood flow, including high blood pressure) or any breathing condition (including asthma);
any type of cancer;
any joint and bone condition;
any gastrointestinal (stomach) condition; or
diabetes.
We will then decide if we can provide you with cover on your existing terms. We may ask you to pay an extra premium, add special conditions to the policy or exclude cover for that medical condition.
If we cannot provide cover for the medical condition diagnosed after you paid for the policy, or if you do not want to pay the extra premium, you can call us on 0845 246 0415 and make a cancellation claim if you have booked and paid for a journey that you have not yet made. Or, you can cancel your policy and we will send you a pro-rata refund, as long as you have not travelled or made a claim.
Exclusions
We will not pay for claims caused by:
- you not having the correct passport or visa;
- the actions or failure of any transport or accommodation provider or their agent, or any person acting as your agent or your conference organiser;
- you not wanting to travel or not enjoying the journey;
- unemployment that you were aware of before you booked the journey; or
- pregnancy during the 12 weeks (16 weeks if you are expecting more than one baby) immediately before your expected date of delivery or seven days after giving birth.
Excess
Please see your policy schedule.
Section G - Curtailment of a Journey
This section covers your extra expenses if you have to cut short your journey because of a stay in hospital or because someone has fallen ill or died or for other reasons.
If you need to cut short your journey or expect to have to extend your stay because of illness or injury, you must tell the Assistance Service immediately and before you make any arrangements.
If you have to cut short your journey, we will pay you up to £5,000 for your personal accommodation, transport charges and any other travel expenses that you have already paid or agreed to pay. (This includes up to £150 for excursion charges paid in advance in the UK.) This cover applies when you have to cut short your journey because of:
1) your death, serious injury or illness or that of:
- a companion your travel depends on;
- a member of your immediate family;
- a person resident abroad whose home you are intending to stay in; or because
2) you or a companion upon whom your travel depends are required:
- in the UK by a relevant authority following a serious burglary, fire, storm or flood damage to your home; or
- in the UK during the journey as a witness in court or for jury service when postponement has been denied by a court official.
Conditions
- You must not be travelling against medical advice or specifically to get medical treatment.
- You must not have been diagnosed with a terminal illness before the journey was booked.
- You must not book a journey if you know of any reason why you may have to cut it short.
- You must give the Assistance Service full details as soon as you know of any incident which may lead you to cut short your journey.
- You must accept our decisions about the most suitable, practical and reasonable solution to the problem.
Exclusions
We will not pay for any claim resulting from:
- you not wanting to travel or not enjoying the journey;
- weather conditions at your journey destination;
pregnancy during the three months (four months if you are expecting more than one baby) immediately before your estimated date of delivery or seven days after giving birth;
- extra or unused travel or accommodation costs to your destination or home following curtailment;
- travel or accommodation expenses which the Assistance Service has not agreed to;
- any incident where you do not have a medical certificate from the doctor treating you abroad which says that you need to return home early.
Excess
Please see your policy schedule.

Section J - Delayed or missed departure
If the transport you have checked in for is delayed at its departure point by at least 12 hours from the time shown in your travel itinerary, we will pay you:
1) £20 for the first 12 hours' delay and £10 for every following full 12 hours' delay (up to a maximum of £200) or
2) cancellation costs (see section F) if, after the first 12 hours' delay, you decide to abandon the journey before leaving the UK.
Exclusions
We will not pay for any claim:
which is the result of you failing to check in at the departure point as instructed in your travel itinerary;
- unless you have written confirmation from the carrier or their agents showing the scheduled and actual departure times for your journey;
- if your delay in getting to the departure point was caused by industrial action which started or was announced before you bought the travel tickets or got confirmation of your booking;
- for public transport failures as a result of industrial action which starts or was announced before the date you left home and prevents you from reaching your departure point ; or
- if your private car is not fully roadworthy prior to breaking down on the way to your departure point; and
- if you missed our departure because of heavy traffic or road closures, and you did not leave enough time to reach your departure point, and you did not use public transport.

Section J - Delayed or missed departure
If the transport you have checked in for is delayed at its departure point by at least 12 hours from the time shown in your travel itinerary, we will pay you:
1) £20 for the first 12 hours' delay and £10 for every following full 12 hours' delay (up to a maximum of £200) or
2) cancellation costs (see section F) if, after the first 12 hours' delay, you decide to abandon the journey before leaving the UK.
Exclusions
We will not pay for any claim:
which is the result of you failing to check in at the departure point as instructed in your travel itinerary;
- unless you have written confirmation from the carrier or their agents showing the scheduled and actual departure times for your journey;
- if your delay in getting to the departure point was caused by industrial action which started or was announced before you bought the travel tickets or got confirmation of your booking;
- for public transport failures as a result of industrial action which starts or was announced before the date you left home and prevents you from reaching your departure point ; or
- if your private car is not fully roadworthy prior to breaking down on the way to your departure point; and
- if you missed our departure because of heavy traffic or road closures, and you did not leave enough time to reach your departure point, and you did not use public transport.

Section J - Delayed or missed departure
If the transport you have checked in for is delayed at its departure point by at least 12 hours from the time shown in your travel itinerary, we will pay you:
1) £20 for the first 12 hours' delay and £10 for every following full 12 hours' delay (up to a maximum of £200) or
2) cancellation costs (see section F) if, after the first 12 hours' delay, you decide to abandon the journey before leaving the UK.
Exclusions
We will not pay for any claim:
which is the result of you failing to check in at the departure point as instructed in your travel itinerary;
- unless you have written confirmation from the carrier or their agents showing the scheduled and actual departure times for your journey;
- if your delay in getting to the departure point was caused by industrial action which started or was announced before you bought the travel tickets or got confirmation of your booking;
- for public transport failures as a result of industrial action which starts or was announced before the date you left home and prevents you from reaching your departure point ; or
- if your private car is not fully roadworthy prior to breaking down on the way to your departure point; and
- if you missed our departure because of heavy traffic or road closures, and you did not leave enough time to reach your departure point, and you did not use public transport.

Section I - Personal Liability
If we agree in writing, we will pay up to £2,000,000 that you are legally responsible for as a result of an incident you have caused during a journey that leads to:
1) death or physical injury to any person,
2) accidental loss of or damage to property that:
- does not belong to you or any member of your family; or
- is not in the charge or control of you or a member of your family.
We will not pay for any costs we have not agreed in writing.
Exclusions
We will not pay claims resulting from:
- your deliberate actions or failure to act;
- your employment or that of a member of your family;
- an agreement unless the liability would have existed without that agreement;
- claims made by your family or an employee of you or your family, another insured person or a travelling companion;
- you owning, handling or looking after any animal;
- you acting as the leader of a group taking part in an activity;
- you owning or using a firearm, an aircraft or a horse-drawn, waterborne, motorised, mechanical or towed vehicle.
Excess
Please see your policy schedule.

Section N Disaster cover
The most we will pay for each claim is £1,000. This is a new section of cover and is not shown on your schedule. The excess is £35 for each person.
If, during your trip, you can no longer stay at your pre-booked and prepaid accommodation because of:
- fire;
- lightning;
- explosion;
- earthquake;
- tidal wave;
- storm;
- avalanche;
- hurricane;
- flood; or
- medical epidemic or pandemic.
we will pay the necessary extra travel and accommodation expenses to allow you to continue with your trip, or return to the UK if you cannot continue with your trip.
Exclusions
We will not pay for any claim directly or indirectly resulting from:
- you changing your mind to travel or continue with your trip when the local or national authorities confirm that it is safe to stay; or
- expenses you can recover from elsewhere.
See also the General exclusionsand General conditionssections.
Conditions
You must send us:
- the original booking invoices and travel documents showing the dates and times of travel; and
- written confirmation of the disaster from the local or national authority of the area where it happened.

24 HOUR ASSISTANCE WHILST ABROAD
Serious Medical Emergency or Trip Curtailment
Contact us as soon as possible. We will help you get the care or assistance you need by directing you to a medical service provider, contacting your family in the United Kingdom or arranging emergency transport home, where appropriate.
The Assistance Service will liase with your medical provider and arrange for direct settlement of insured expenses wherever possible. Keep receipts for any expenses you pay. You must contact the appropriate Assistance Service before seeking emergency treatment. When you contact the Assistance Service they will refer you or may transfer you, when medically appropriate, to a medical service provider within the medical network. The Assistance Service will request them to bill all insured medical expenses directly to us and not to you.
All cardiac procedures including invasive or aggressive treatment must be approved in advance by the Assistance Service.
You should beware of requests for you to pay for excessive treatment charges; if you are in any doubt please call, or ask someone to call us for advice.
Should your condition be serious we will repatriate you to your home in the United Kingdom as soon as our medical advisors consider that you are fit enough to travel safely. If the Assistance Service determines you are medically able to return to the United Kingdom and you choose not to return, this policy will not pay additional expenses related to continued treatment, care, recurrence or a complication of a medical condition following emergency treatment.

General conditions and exclusions
These apply to all sections of the policy. There are also additional conditions and exclusions that apply to individual sections of the policy.
2. Exclusions
A . We will not pay for any loss under this policy in connection with or caused in any way by:
1. war or hostilities, civil unrest or travel to a destination where the Foreign and Commonwealth Office has advised against all travel;
2. the legal action of Customs or any government officials or authorities of any country;
3. ionising radiation or radioactive contamination caused by nuclear fuel or waste, or the radioactive, toxic, explosive or other dangerous proper ties of any explosive nuclear equipment;
4. you committing suicide, deliberately injuring yourself, making yourself ill or putting yourself in needless danger, sexually transmitted diseases, insanity, alcohol or drugs or solvent abuse;
5. your duties as a member of the Armed Forces;
6. you breaking the law or being dishonest;
7. you travelling in an aircraft (other than as a fare-paying passenger in a fully licensed passenger-carrying aircraft);
8. you using a two-wheeled motor vehicle as a rider or a passenger unless you are wearing a helmet, and unless the rider holds a full UK motorcycle licence;
9. any form of industrial action, strike or failure of public transport that was announced on television, news bulletins or in the press before you booked a trip and bought this insurance;
10. terrorism. This exclusion does not apply to Section D emergency medical and travel expenses abroad, Section E emergency medical expenses in the UK or to Section H Personal accident except where nuclear, chemical or biological weapons, devices or agents are used; and
11. any claims or costs caused by you climbing, jumping or moving from one balcony to another, regardless of the height of the balcony.
B . We will not pay for:
1. any consequential loss unless it is specifically mentioned in the policy;
2. any loss caused by currency exchanges;3. any loss or damage more specifically insured by another policy;
4. your expenses in providing any certificates, information or evidence which we need.
However, if you are claiming for physical injury or illness, we may ask for and will pay for you to have a medical examination. We may also ask for and pay for a post-mortem examination if any insured person dies.

General conditions and exclusions
These apply to all sections of the policy. There are also additional conditions and exclusions that apply to individual sections of the policy.
2. Exclusions
A . We will not pay for any loss under this policy in connection with or caused in any way by:
10. terrorism. This exclusion does not apply to Section D emergency medical and travel expenses abroad, Section E emergency medical expenses in the UK or to Section H Personal accident except where nuclear, chemical or biological weapons, devices or agents are used; and

General conditions and exclusions
These apply to all sections of the policy. There are also additional conditions and exclusions that apply to individual sections of the policy.
2. Exclusions
A . We will not pay for any loss under this policy in connection with or caused in any way by:
10. terrorism. This exclusion does not apply to Section D emergency medical and travel expenses abroad, Section E emergency medical expenses in the UK or to Section H Personal accident except where nuclear, chemical or biological weapons, devices or agents are used; and

General conditions and exclusions
These apply to all sections of the policy. There are also additional conditions and exclusions that apply to individual sections of the policy.
General conditions
These apply to all sections of the policy. There are also additional conditions and exclusions that apply to individual sections of the policy.
1. Conditions
A. We will not pay any claims under this policy unless you meet the following conditions.
1. You are a resident of the UK and aged 64 or under at the star t date of the policy.
2. You do all that you reasonably can to avoid accidents, injury, loss or damage.
3. You tell the police or the carrier as soon as reasonably possible about any incident that may lead to a claim under this policy. For losses under sections A, C and K of this policy, you must report full details of the incident within 24 hours.
4. You must tell us about any claim within two months of the incident.5. You must pass on to us immediately every writ, summons and other document you receive in connection with a claim.
6. You must give us all the information, original documents (we cannot accept photocopies) and help that we need at your own expense. This includes medical certificates and details of your household insurance and any other insurance that may cover a claim under this policy.
7. You must not admit liability, or offer or promise to pay anyone without our written permission.
8. You must travel only to the geographical region shown in your policy schedule.
9. No journey must last for more than 42 days and your total journeys during the period of insurance must not add up to more than 120 days in all. (This includes 22 days winter sports cover if you have paid the relevant premium.)
10. You must not take par t in any dangerous activities or manual work.
B . We have the right to do the following.
1. We can reject any claim which is in any way connected with a pre-existing medical condition that:
- you suffer from; and
- you did not tell us about; and
- we did not agree cover for it in writing.
2. We can reject any claim that is in any way fraudulent. If this happens we will cancel your policy and have no liability to pay claims.
3. We can take legal action in your name but at our expense to recover any payment we have made under the policy.
4. We can cancel all benefits under the policy for a journey if we have made a payment under Section F or Section G for that journey, other than Section L.
5. We can keep your premium unless you return the policy to us within 14 days of receiving it.
We will refund your premium only if:
- you return it within 14 days; and
- we receive it before the departure date of your first journey; and
- you have not taken any trips, or you have not made or intend to make any claims.
6. We can cancel your cover from the star t of the policy if you do not pay the premium.
7. We can ask you to pay an extra premium, add conditions to the policy or exclude cover for medical conditions if you are diagnosed with any new medical conditions during the period of insurance. If we cannot provide cover for the medical condition diagnosed after you paid for the policy, or if you do not want to pay the extra premium, you can call us on 0845 246 0415 and make a cancellation claim if you have booked and paid for a journey that you have not yet made. Or, you can cancel your policy and we will send you a pro-rata refund, as long as you have not travelled or made a claim.
8. We can use your unused travel tickets if you cancel your journey or return home early.
9. We can cancel the policy if you give us false information or withhold information that could affect this policy.
C . Automatic renewal
1. If you have taken advantage of our automatic renewal service we will keep your payment details so we can continue to deduct premiums when we renew your policy. Each year we will write to you in advance to remind you that this is happening. If you do not want to renew this policy, all you need to do is call our customer priority number on 0845 246 0489 to let us know before the renewal date.

Excess: An excess of £35 for Annual, £40 for Single Trip and £50 for Discoverer, per person, will be charged on certain claims for Personal Possessions and Money, Medical and Emergency Expenses, Loss of Passport, Cancellation, Curtailment and Winter Sports.

Excess: An excess of £35 for Annual, £40 for Single Trip and £50 for Discoverer, per person, will be charged on certain claims for Personal Possessions and Money, Medical and Emergency Expenses, Loss of Passport, Cancellation, Curtailment and Winter Sports.

Excess: An excess of £35 for Annual, £40 for Single Trip and £50 for Discoverer, per person, will be charged on certain claims for Personal Possessions and Money, Medical and Emergency Expenses, Loss of Passport, Cancellation, Curtailment and Winter Sports.