Your Travel Insurance Policy - Post Office

Travel InsuranceBasic, Classic and Premium CoverYour TravelInsurance PolicytravelYour holidayHandled with care

Health DeclarationPost Office ® Travel Insurance contains health restrictions. You must read the followingimportant information.Medical ExclusionsIf, at the time of purchasing this policy, or when booking a trip under an Annual Multi-Trip policy, the followingcriteria apply to you or anyone insured under this policy, you will not be covered for any claim arising directlyor indirectly from that medical condition.Medical Exclusions CriteriaABCDAnyone who has been referred to and is still waiting to be seen by a hospital doctorAnyone who is waiting for an operation, post operative check-up, any other hospital treatment,or any medical investigations, tests or test resultsAnyone who has been given a terminal prognosis by a doctorAnyone who is travelling against the advice of a doctor, or in order to obtain medical adviceor treatment abroadHealth QuestionsIf anyone insured under this policy answers ‘Yes’ to any of the following questions when this insurance ispurchased, or when booking a trip, this policy will not cover any claim arising directly or indirectly fromthat condition, unless we have agreed in writing to cover it. To see if we can provide cover for your existingcondition(s) you must phone the Post Office ® Medical Screening Line on 0845 602 5275. You may have topay an extra premium to include cover for your medical conditions:Questions1Has anyone been admitted to hospital overnight or treated as a day-patientin the last 12 months?YesNo2Has anyone ever been diagnosed with or received treatment for anyheart/cardiac problem?YesNo3Does anyone have a breathing condition for which they take more than2 prescribed medications, or has their medication changed in the last6 months or which in the last 5 years has required the use of supplementaryoxygen or the use of a nebuliser?YesNo4Has anyone ever been diagnosed with or had treatment for any circulatorycondition including stroke, TIA, diabetes, blood clots or high blood pressure(unless blood pressure is stable and controlled by no more than 1 medicationand you have no other medical conditions)?YesNo5Has anyone been diagnosed with or had any treatment in the last 5 yearsfor any type of cancer, leukaemia or brain tumour?YesNo6Has anyone ever had an organ transplant, been on kidney dialysis,dementia or any other psychiatric or psychological illness?YesNo3

Health DeclarationcontinuedChanges to your health (applies to Annual Multi-Trip policies only)If, after purchasing this policy, any person named on the policy develops a new condition or has a change inmedical condition that has already been declared to us, which means you are unable to agree the declarationon page 3, you must contact the Post Office ® Medical Screening Line immediately on 0845 602 5275. Coverwill automatically continue for any trips you had booked prior to the change in your health providing you arenot travelling against medical advice or to get medical treatment. If your change in health means you cannotcontinue with your pre-booked trip, you may be entitled to claim for the cost of cancelling your trip. For furthertrips you wish to book, we will tell you if the change in your health will affect your insurance and if cover cancontinue; we may amend the terms of your policy or cancel it providing you with a pro rata refund of premium.For a close relative, business associate or travel companionwho is not insured but whose health may affect the tripIf, at the time of taking out this insurance (or booking the trip if this was later) your close relative, business associateor travel companion had a medical condition for which he or she:• was receiving treatment at hospital (other than where they go to hospital for check-ups for a stable condition,at regular intervals which have been arranged beforehand)• was waiting for a hospital consultation, investigations or treatment (other than where they go to hospital forcheck-ups for a stable condition, at regular intervals which have been arranged beforehand)• had been given a terminal prognosis, or been told that their condition is likely to get worse in the next 12 months.We will not pay for any claim you (or any insured person) make, that has anything to do with the medical conditionof that close relative, business associate or travel companion.24 Hour Worldwide EmergencyMedical Assistance(This service is only for emergencies)Assistance InternationalIf you need help in a medical emergency, please call: +(44) 23 8064 4633. We may record or monitor callsfor training purposes or to improve the quality of our service. When you contact Assistance Internationallet us know you have a Post Office ® policy. We will need some contact details for you so that we can keepin touch. Please try to have these and other useful information to hand.Getting you homeIf you are too ill to return home using your return travel tickets, Assistance International can arrange othertravel for you. In special circumstances, they will arrange a road or air ambulance. Before you travel, thedoctors looking after you must provide a certificate confirming that it is medically necessary for you to returnhome and that you are fit to travel. The conditions of Section 4 – Medical Emergency and Associated Expensesand Condition 5 of the General Conditions applying to all Sections also apply to the service provided byAssistance International.Please contact us as soon as possible if:• you are likely to be in hospital for more than 48 hours• you may need to return home early• you do not have the funds to cover your medical costs(it may be more convenient for you to pay smaller costs and claim afterwards).4

Contract of InsuranceContentsMedical Exclusions .............................................................3Health Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3Emergency Medical Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4Part A – Important Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Part B – Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Part C – Cover & Conditions for each Insured person ...................................11Section 1 – Cancellation and Curtailment ....................................................11Section 2 – Delayed Departure . ...........................................................12Section 3 – Missed Departure . ............................................................13Section 4 – Medical Emergency and Associated Expenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14Section 5 – Hospital Benefit ..............................................................14Section 6 – Personal Accident . ............................................................14Section 7 – Personal Belongings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16Section 8 – Personal Money and Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17Section 9 – Loss of Passport . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17Section 10 – Personal Liability ............................................................18Section 11 – Travel Legal Guard . ..........................................................18Section 12 – Legal Consultation . ..........................................................20Section 13 – Mugging . ..................................................................20Section 14 – Catastrophe Cover . ..........................................................20Section 15 – Homecare . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21Section 16 – Scheduled Airline Failure Cover . ................................................21Section 17 – Financial Failure Cover . .......................................................21Section 18 – Petcare . ...................................................................22Section 19 – Hijack, Kidnap & Illegal Detention Cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22Part D – Optional add-ons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Winter SportsSection 20 – Winter Sports Equipment .....................................................23Section 21 – Ski Hire . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23Section 22 – Ski Pack . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23Section 23 – Piste Closure ...............................................................23Section 24 – Avalanche and Landslide . .....................................................24Optional Golf Cover . .........................................................24Section 25 – Golf Equipment .............................................................24Section 26 – Golf Equipment Hire . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24Section 27 – Green Fees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24Optional Extended Baggage Cover . ..............................................25Section 28 – Extended Baggage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25Part E – General Conditions and Exclusions . .........................................25Part F – Complaints Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Part G - Claims Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Part H - Other information ......................................................29Post Office ® Travel Advice Helpline .................................................30Schedule of Benefits ...........................................................325

Contract of InsurancePart A – Important InformationThis policy has been arranged by Aon Limited forthe Post Office ® and is underwritten by AgeasInsurance Limited apart from Section 17 - FinancialFailure Cover, which is provided and administeredby International Passenger Protection Limited andunderwritten by a consortium of insurers andcertain underwriters at Lloyd’s, London detailedin Section 17. We are required to tell you someimportant features of your policy including:Policy Wording BookletThis policy wording booklet gives you full detailsof the cover and the conditions you must satisfy toensure you are fully covered. Please read this carefully,especially the Declaration on pages 3 and 4. Call uson 0800 107 1293 if you need any further helpand advice.Conditions and ExclusionsThere are conditions and exclusions which applyto individual Sections of the policy and generalexclusions which apply to the whole policy– see pages 25 to 27.EligibilityTo be eligible for this insurance:• you must be a full United Kingdom resident and;• have a United Kingdom home address and;• each trip must start and finish in the United Kingdom.Age LimitFor Basic and Premium policies you must be under65 years of age at the start date of the policy. ForAnnual Multi-Trip Classic policies you must be under75 years of age on the date of purchasing the policy.For Classic Single Trip policies there is no age limit.Maximum Trip DurationThe maximum trip duration will be shown on yourpolicy schedule. Your policy schedule will also showyou when your cover starts and finishes.One-Way CoverThis insurance is designed to cover a round tripwhich starts and finishes at your home in the UnitedKingdom. It will also provide cover for one-way tripsof up to a maximum of 17 days duration, for thepurpose of emigration only. The insurance will berestricted to the cover and conditions that wouldhave applied if you had arranged to return tothe United Kingdom at the end of the periodof insurance.Limit of CoverEach Section of the policy shows the most youcan claim, but other limits may apply. Your policyschedule will show the level of cover you havepurchased. Please check your policy carefullyto insure you have adequate cover.Looking After Your BelongingsYou should take all reasonable care to protectyour belongings and act as if you are not insured.If you do not do this we may not pay your claim.Cancellation RightsYou can cancel this policy within 14 days from thedate you receive the policy wording booklet andpolicy schedule. We will then refund your premiumin full. No refund of premium is available after the14-day period. A refund premium is only availablefor a Single Trip policy if the period from the dateof issue of the policy to your scheduled return datehome is greater than 28 days. If you have anyquestions on this matter or wish to cancel yourpolicy please contact Post Office ® Travel Insuranceon 0800 107 1293.UK TripsFor Annual Multi-Trip insurance, cover for UnitedKingdom will be applicable only where a minimumof two nights’ payable accommodation has beenpre-booked for your trip.6

Excesses/Excess WaiverUnder some Sections of the policy, claims will besubject to an excess. This means that each insuredperson will be responsible for the first part of theirclaim for each event. Where your Policy Scheduleshows that you have added Excess Waiver (Classic andPremium cover only) and the appropriate premiumhas been paid you will not have to pay the relevantExcess shown under Sections 1, 2, 4, 7, 8, 9 and20 of the policy. Excess Waiver may be added onlyat the time of purchasing the Post Office ® TravelInsurance policy and must be purchased by eachinsured person named on the policy schedule.RenewalsIf you have an Annual Multi-Trip policy, we willsend you a renewal notice prior to the expiry ofyour policy in time to allow you to consider andarrange any continuing cover you may need.ComplaintsThis policy contains a complaints procedure, whichtells you what steps you can take if you wish tomake a complaint – see pages 27 and 28.Making a ClaimTo help us deal quickly and efficiently with your claim,please read the claims procedure in Part G and theGeneral Conditions and Exclusions on pages 25 to27. This tells you what documents you will need tosupport your claim. Some documents may be neededto support your claim; for example, for certain claims,a police report must be obtained while you are onyour trip.Medical EmergencyIf you need assistance in the event of a medicalemergency, please contact Assistance Internationalimmediately (see page 4). Please read Section 4– Medical Emergency and Associated Expenseson page 14 of this policy for details.Reciprocal Health AgreementIf you are travelling to a European Union Countryyou should apply for a European Health InsuranceCard (EHIC) by visiting www.dh.gov.uk/travellers.The EHIC allows you to receive free or reduced costemergency medical care in most European countriesfrom the equivalent of the National Health Servicein the country you are visiting. If you make use ofthese arrangements or any other worldwide reciprocalhealth arrangement and your claim under the MedicalEmergency and Associated Expenses Section isreduced, you will not have to pay any excess underthis Section.Geographical Areas(applicable when selecting thecorrect policy type for your destination)Area 1 UK – including Great Britain, Northern Ireland,the Isle of Man and the Channel Islands.For Annual Multi-Trip insurance, cover for the UnitedKingdom will be applicable only where a minimumof two nights’ payable accommodation has beenpre-booked for your trip.Area 2 Europe – all European countries includingEire (Republic of Ireland), Russia (west of the UralMountains), islands in the Mediterranean, the Azores,the Canary Islands, Madeira, Iceland, Israel, Tunisia,Algeria and Morocco, but excluding any cover forEgypt and Turkey.Area 3 Worldwide – including all destinations notcovered by Areas 1 and 2 but excluding any coverfor the USA, Canada or the Caribbean.Area 4 Worldwide – including all destinations notcovered by Areas 1, 2 and 3, inclusive of the USA,Canada and the Caribbean.Policy InformationIf you require information or advice on any aspectof this policy please contact us on 0800 107 1293.7

Contract of InsuranceSports and ActivitiesThe following list details the sports and activities that this policy will cover as standard for no extra charge:• Abseiling - professionallyorganised & supervised• Aerial safaris - inchartered aircraft & anorganised excursion• Angling• Archery - properlysupervised• Badminton• Banana Boat• Baseball - nonprofessional• Basketball - nonprofessional• Bowls• Camel riding - not racing• Canoeing/Rafting/Whitewater rafting -up to category 2• Catamaran sailing - up to12 miles from coast only *• Cave tours - for schoolchildren only, whenaccompanied by aqualified guide• Clay pigeon shooting -organised event• Cross-country running• Curling• Cycling - transport only,excludes mountain biking• Deep sea fishing - gamefishing• Dinghy sailing - up to 12miles from coast only *• Driving a car, van,lorry - excludesprofessional drivers *• Driving or riding on amotorcycle or moped• Dry slope skiing• Fell running• Fell walking - no picksor ropes• Fencing - amateur only• Fishing• Football - notprofessional, semiprofessionalormajor competitionor tournament• Gliding - not piloting& subject to flying withqualified pilot• Go-karting - upto 120 cc *• Golf• Gorilla trekking• Gymnastics• Hiking/Walking/Trekking - no ropesor equipment & onrecognised routes• Horse riding - excludingjumping, hunting &competition• Hot air ballooning -licensed operation only,not piloting• Ice skating on ice - rink• Indoor climbing - ata properly organisedactivity centre• Jet boating(as a passenger only)• Jet skiing *• Kite boarding - notracing (no cover forkite damage)• Kite buggying - notracing (no cover forkite damage)• Kite surfing - notracing (no cover forkite damage)• Land skiing• Lapland trips - skidooing,husky dog sledge andreindeer sledge (all asa passenger only)• Marathon running -not professional• Motorcycling - not racingor competing *• Netball - not professionalor semi-professional• Non competitiverunning - not exceeding26.2 miles• Orienteering• Paint balling - war games• Paragliding/Parascendingover water - only whenattached to a speedboat• Passenger sledge• Pony trekking• Powerbykes - up to15 mph *• Quad biking - only ifwearing a helmet andprotective clothing and ina controlled environment,up to 125cc, not racingor competing *• Racket ball• Rambling• Rifle range *• Ringos• River bugging• River sledding• Roller skating/blading/hockey - incidental• Rounders• Rowing• Safaris without guns -professional organisedtours only• Sail boarding• Sailing - coastal watersonly - up to 12 milesfrom coast *• Sand dune surfing• Scuba-diving - to adepth of 30 metres &only if accompanied bya qualified diver or ifyou are qualified• Shark diving in acage under water -professionally supervised• Shooting - range only(must be adequatelysupervised * )• Skateboarding• Skin diving - seescuba diving• Sledding• Small bore targetshooting *• Snorkelling• Summer tobogganing• Surfing• Swimming• Table tennis• Ten pin bowling• Trekking• Tug-of-war• Volleyball• Wake boarding• Water polo• Waterskiing• Wilderness walking- organised tour(recognised routes)• Windsurfing• Yachting - coastal watersonly - up to 12 milesfrom coast *• Zorbing.There is no cover under Section 10 - Personal liability for those sports or activities marked with*8

Contract of InsuranceClose RelativeYour mother, father, sister, brother, wife, husband,fiancé(e), partner, daughter, son, grandparent,grandchild, parent-in-law, son-in-law, daughterin-law,sister-in-law, brother-in-law, step-parent,step-child, stepsister, stepbrother, aunt, uncle, cousin,nephew, niece.Business AssociateAnyone who works at your place of business and who,if you were both away from work at the same time,would prevent the business from running properly.Curtailment / Cutting short your tripYour early return to home before the scheduledreturn date.FamilyLone parents or two adults who are married orliving together as married and an unlimited numberof dependent children (including sons, daughters,grandchildren, nieces or nephews of those takingout lone parent or family cover) under the age of18. Insured adults can travel independently butdependant children must travel with the insuredadult or, under an Annual Multi-Trip policy, betravelling to or returning from the insured adult.Hazardous ActivitiesAn activity which may increase the risk of injuryor liability for an insured person or persons.(Please see page 9).HomeYour permanent private residential addressin the United Kingdom.Period of InsuranceThe period you are covered for. The time that coverfor particular Sections starts and ends is given inmore detail below.For Single Trip insurance:• Cancellation cover starts at the date and timeof issue recorded as part of your applicationand as shown on your policy confirmation,and ends when you leave home to go on your trip.• All other cover begins when you leave home to goon your trip and lasts until you arrive home, as longas that is within the period of insurance paid for. Themaximum duration of any trip is 90 days.For Annual Multi-Trip insurance:• Cancellation cover starts when you book eachtrip or at the date and time of issue recorded aspart of your application as shown on your policyconfirmation, if this is later.• Cover under all other Sections begins when youleave home to go on your trip and ends when youarrive home from that trip.• There is no limit to the number of leisure tripsyou may take, but each trip must be shorter than31 days. This can be extended to 45 days if you areunder the age of 65 at the start date of the policy andhave paid the additional premium and this is shownon your Policy Schedule. The start and finish dates ofthe trip must fall within the 12 month period of theAnnual Multi-Trip insurance or within a periodof continuous Post Office ® Travel Insurance cover.• For persons under the age of 65 at the start dateof the policy and if you have paid the appropriatepremium to include winter sports the maximumperiod of cover provided for winter sports is 21 daysin total during the 12 month period of insurance.Cover is provided for more than one winter sportstrip provided you do not exceed 21 days in total.• For trips booked during the 12 month period ofinsurance that start after the end of that period, wewill provide cancellation cover until the policy ends.For all trips:• The insurance is only valid if you have insured thewhole duration of each individual trip, as shownon your policy schedule. For Annual Multi-Trip thiswill either be a maximum trip duration of either 31days or 45 days per trip, as shown on your policyschedule. This means that you would not be coveredfor any part of a trip which is longer than the insuredtrip duration shown on your policy schedule.• We will extend the period of insurance by up to30 days, at no extra cost, if you have to stay on yourtrip longer because of events which you have nocontrol over. If the transport you are on is hijacked,we will automatically provide worldwide cover.The period of insurance will continue for up to12 months without extra charge.Permanent total disablementTotal and permanent disability which medicalevidence confirms will prevent you undertaking paidwork of any and every kind for the rest of your life.Personal BelongingsPersonal effects owned by you and taken,worn or purchased on the trip.Personal Money and DocumentsCash (coins and notes), travellers’ cheques, postaland money orders, travel or admission tickets,coupons or vouchers which have a monetary value– passports, visas and green cards you have for yourprivate use on the trip.10

TripAny return journey that starts and finishes from yourhome or place of business in the United Kingdomand which lasts, or is scheduled to last, for no morethan 90 days for a Single Trip policy or 31 days foreach trip for an Annual Multi-Trip policy (or as statedon your policy schedule or policy endorsement).United Kingdom(for the purpose of determining where yourtrip should begin and end)Great Britain, Northern Ireland, the Isle of Manand the Channel Islands.ValuablesJewellery; gold; silver; precious metal or preciousstone articles; watches; furs; radios; binoculars;telescopes; audio; photographic; video; computer;television and telecommunication equipment;computer games; portable navigation equipment;pre-recorded films; tapes; cassettes; compact orcomputer discs and cartridges; sports equipment.We/Us/OurThe Insurer, Ageas Insurance Limited. The coverunder Section 17 is provided and administered byInternational Passenger Protection Limited andunderwritten by a consortium of insurers and certainunderwriters at Lloyd’s, London detailed in Section 17.Ageas Insurance Limited and International PassengerProtection Limited are authorised and regulated by theFinancial Services Authority.You/YourAny insured person whose name appearson the policy schedule.Part C – Cover and Conditionsfor Each Insured PersonSection 1 – Cancellation and Curtailment1. We will pay you up to the value stated in the tableon page 32 for your chosen cover option for unusedtravel and accommodation charges (including unusedkennel and cattery expenses up to £250) which arenot recoverable elsewhere and which you have paidor contracted to pay should you have to cancel yourtrip before you leave your home or place of businessas a result of the following commencing during theperiod of insurance:(a) Your death, injury or illness or that of yourtravelling companion (not including a tour leaderor someone you have paid to provide any part ofyour trip), the person you are going to stay with,a close relative or business associate.(b) You or your travelling companion being requiredby the police to stay at home as a result ofburglary, or serious damage by fire, explosion,subsidence, storm flooding, vandalism, fallentree or impact by aircraft or vehicle to your ortheir home or usual place of business in theUnited Kingdom.(c) You or your travelling companion being requiredfor jury service or as a witness in a court of lawin the United Kingdom.(d) You being made involuntarily redundant if youare under 65 and have 2 years’ continuousemployment with the same employer.(e) You or your travelling companion having agreedleave subsequently cancelled by the emergencyservices or armed forces, for operational reasons.This cover does not apply to cancellation of leavedue to war, invasion, acts of terrorism, hostilities(whether war be declared or not), civil unrest,revolution, rebellion, act of foreign enemy orany similar event.2. We will pay you up to the value stated in the tableon page 32 for your chosen cover in respect ofexpenses you have paid or legally have to payfor travel (including pre-paid excursion fees) andaccommodation which you do not use if you cutshort your trip as a result of:(a) Your death, injury or illness or that of yourtravelling companion, the person you are goingto stay with, a close relative or business associate.(b) You or your travelling companion being requiredby the police to stay at home as a result ofburglary, or serious damage by fire, explosion,subsidence, storm flooding, vandalism, fallen treeor impact by aircraft or vehicle to your or theirhome or usual place of business in the UnitedKingdom.(c) You becoming injured or ill and being admittedto hospital for the rest of your trip.As well as the general conditions and exclusionson pages 25 to 27 the following conditions andexclusions apply.Cancellation and Curtailment Exclusions1. You are not covered for claims caused directlyor indirectly from the following:(a) Any circumstances you were aware of at thetime this insurance was bought, or at the timeof booking your trip, which later led to your tripbeing cancelled or cut short, unless we agreedin writing, before the trip, to cover it.(b) Booking and/or travelling against the adviceof a doctor.(c) Your disinclination to travel.11

Contract of Insurance(d) You not having the correct passport, visa orother entry documents.(e) Your decision not to go or continue with thetrip for reasons other than those listed above.(f) Your suicide, attempted suicide, intentional selfinjuryor deliberate exposure to danger (unlessin an attempt to save someone’s life).(g) You being under the influence of alcohol, solventsor drugs (except drugs prescribed by a doctorother than for the treatment of drug abuse).2. We will not pay any claim resulting directlyor indirectly from you participating in anyhazardous activity.3. If you do not tell the travel agent, tour operatoror organisations providing transport andaccommodation as soon as you need to cancelyour trip, the amount we pay will be limited tothe cancellation charges that would have appliedat that time.4. We will not pay the excess value stated in the tableon page 32 for your chosen cover option (reducedto £10 for loss of deposit only claims) for any loss,charge or expense incurred in respect of everyclaim made for each of you under this Section.For Classic and Premium cover only, you will nothave to pay the excess if you have paid the excesswaiver premium.Section 2 – Delayed DepartureCoverDelayed DepartureBasic PolicyDelayed Departure£15 for first 8 hours£15 for each 12 hour period thereafterAbandonment after 12 hoursCoverClassic PolicyDelayed Departure£20 for first 8 hours£20 for each 12 hour period thereafterAbandonment after 12 hoursCoverPremium PolicyDelayed Departure£25 for first 8 hours£25 for each 12 hour period thereafterAbandonment after 12 hoursLimit ofCover (up to)£200£500Limit ofCover (up to)£300£5,000Limit ofCover (up to)£400£10,000PolicyExcessNo Excess£100PolicyExcessNo Excess£60PolicyExcessNo Excess£45Conditions Applying to Curtailment1. If you have to return home early AssistanceInternational must be called immediately oras soon as reasonably possible to authoriseany expenses. If you do not do this we maynot pay your claim.2. You must not arrange in-flight medical care foryour return journey without the permission ofAssistance International. Our medical advisers willconsult with the doctors treating you to decide onreasonable grounds if this is necessary and willmake the most appropriate arrangements for you.3. We may instruct you to return home if ourmedical advisers and the doctors treating youdecide on reasonable grounds that you are fitto travel. If you refuse to be repatriated all coverunder the policy will cease.4. Before you return home for medical reasons youmust get a doctor’s certificate to confirm that thisis necessary and you are fit to travel.What is covered (Basic and Classic Cover Only)If the transport on which you are booked asa passenger for your outward or return journeyis delayed or cancelled due to:• A serious fire, storm or flood damage to thedeparture point• Industrial action• Bad weather• Mechanical breakdown of the international trainor sea vessel; or• The grounding of the aircraft due to a mechanicalor a structural defect.We will pay you one of the following:Either1. Compensation up to the value stated in theabove Delayed Departure table according to thelevel of cover chosen. Delay benefit will be basedon the difference between the actual time ofdeparture and the scheduled departure time.or2. Abandonment up to the value stated in theabove Delayed Departure table according to thelevel of cover chosen (including unused kennelor cattery expenses up to £250) in total for your12

part of the costs or the journey which have beenpaid or where there is a contract to pay beforethe start of the journey which you cannot recoverfrom anywhere else, if, after you have beendelayed for more than 12 hours, you decideto abandon the journey before you leave theUnited Kingdom.What is covered (Premium Cover Only)If the transport on which you are booked as apassenger for your outward or return journeyis delayed or cancelled for reasons which you(or the tour operator) cannot control, we willpay you one of the following:Either1. Compensation up to the value stated in theabove Delayed Departure table according to thelevel of cover chosen. Delay benefit will be basedon the difference between the actual time ofdeparture and the scheduled departure time.or2. Abandonment up to the value stated in the aboveDelayed Departure table according to the level ofcover chosen (including unused kennel or catteryexpenses up to £250) in total for your part of thecosts or the journey which have been paid or wherethere is a contract to pay before the start of thejourney which you cannot recover from anywhereelse, if, after you have been delayed for more than12 hours, you decide to abandon the journey beforeyou leave the United Kingdom.As well as the general conditions and exclusionson pages 25 to 27 the following conditions andexclusions apply:Delayed Departure Exclusions(Basic, Classic and Premium)1. You are not covered for claims caused directlyor indirectly from the following:(a) Claims caused by strike, industrial action orany other reason which was public knowledgewhen this policy was bought or your trip wasbooked.(b) Delay as a result of your failure to check inat your departure point on time.(c) Any amounts you can recover from someoneor somebody else.(d) The recommended closure of airspacefor reasons of safety or otherwise by anygovernment, public or local authority includingbut not limited to any civil or federal aviationauthority – Applicable to Basic and Classiccover only.2. We will not pay the excess value stated in theabove Delayed Departure table for your chosencover option for every claim made for each of youunder Abandonment. For Classic and Premiumcover only, you will not have to pay the excessif you have paid the excess waiver premium. Noexcess is payable in respect of claims for delaycompensation only.Conditions Applying to Delayed Departure Claims1. You must ask the airline or transport companyto confirm in writing:(a) the cause of delay or cancellation(b) the period of the delay(c) the scheduled time of departure and arrival, and;(d) the actual time of departure and arrival.Section 3 – Missed DepartureWhat is coveredIf one of the following takes place during the period ofinsurance you will be covered up to the value stated onpage 32 for your chosen cover option for the cost ofreasonable extra accommodation and travel expensesto allow you to carry on with your trip, if you arrive atyour international or final departure point too late toboard your booked scheduled transport:1. Labour dispute, civil disturbance, mechanicalbreakdown or bad weather which interrupts yourbooked scheduled transport services includingbooked connecting flights;2. An accident or breakdown involving the vehicle inwhich you are travelling in and which causes youto arrive at the airport, port or station you areleaving from on your outward or return journeytoo late to start the journey you have booked;3. A road traffic accident involving another vehicleen route to the airport, port or station you areleaving from on your outward or return journeywhich causes you to arrive too late to start theoutward or return journey you had booked.As well as the general conditions and exclusionson pages 25 to 27, the following conditions apply.Conditions applying to Missed Departure1. You must do all that you can to arrive atthe airport, port or station you are leavingfrom on time.2. In the case of a labour dispute, you will onlybe covered if the dispute is announced andbegins during the period of insurance.13

Contract of Insurance3. If you miss the departure because your vehiclebreaks down or you are involved in an accident,you must send us a repairer’s report or policeaccident report.4. If you miss the departure because of a road trafficaccident involving another vehicle, you must sendus confirmation from the police or motoringauthorities (e.g. Highways Agency, RAC, AA etc)to confirm the delay.Section 4 – Medical Emergency andAssociated Expenses1. If you are travelling outside the United Kingdomwe will pay up to the value stated in the tableon page 32 for your chosen cover option for anynecessary and reasonable expenses caused byyour illness, injury or death commencing andoccurring during the period of insurance forthe following:(a) Expenses you would have to pay, outside theUnited Kingdom and the country where younormally live, within 12 months of the startof your illness or injury. The expenses mustbe for medical, surgical and hospital charges,ambulances, nursing homes and nursing.(b) Emergency dental treatment up to £200for the immediate relief of pain only.(c) The extra cost of you returning home.(d) Extra accommodation (room only) expensesif you are advised by a doctor that you shouldstay longer than you intended.(e) Extra travel and accommodation (room only)expenses where a doctor has advised it isnecessary for one person to stay with you orto travel from the United Kingdom to escortyou home if you are seriously ill or injured.(f) Up to £2,500 for funeral expenses abroad.(g) The additional cost of bringing your bodyor ashes home.(h) Up to £150 for unrecoverable expenses inrespect of excursions you have paid for beforeyour departure but which you have not made.(i) You will be covered for extra travel expenseswhich are reasonable and necessary if youhave to return home early because a closerelative or business associate is seriouslyill or injured or has died during the periodof insurance.2. If you are travelling within the United Kingdom wewill pay you up to £10,000 for any necessary andreasonable expenses caused by your illness, injury ordeath occurring during the period of insurance for:(a) Extra travel and accommodation expensesif you are advised by a doctor that such travelor accommodation is necessary.(b) Extra travel and accommodation expenseswhere a doctor has advised it is necessaryfor one person to stay with you or to travel tobe with you if you are seriously ill or injured.(c) The extra cost of bringing your body orashes home.(d) Extra expenses necessarily incurred to transferyou by ambulance to a hospital or nursinghome nearer your home.(e) Extra expenses necessarily incurred to recoveryour car and your personal belongings to yourhome if you and no other person travellingwith you at the time of your discharge fromhospital are able to drive the car.Section 5 – Hospital BenefitIf you are travelling outside the United Kingdomwe will pay you (£10 Basic cover, £15 Classic coverand £25 Premium cover, for each completed 24hour period) up to the value stated in the table onpage 32 for your chosen cover option if you arekept in hospital during the period of insurance asan in-patient. Any amount you receive under thisSection will be in addition to any amount that youreceive under the Medical Emergency and AssociatedExpenses Section. You may use this benefit to help payfor incidental expenses incurred such as telephonecalls and taxi fares.A medical certificate must be obtained from thetreating doctor showing the period of admissionto hospital.Section 6 – Personal AccidentIf you sustain accidental bodily injury during theperiod of insurance and the injury results in yourdeath or disability (as listed below) within 12 monthsfrom the date of the accident we will pay you (oryour legal personal representative(s) in the eventof death) the following benefits for your chosencover option:14

(g) Loss or theft of or damage to valuables youare not carrying with you unless you havekept them in a locked accommodation, a safeor a safety deposit box.(h) Loss or theft of or damage to personalbelongings if they have been left unattendedin a vehicle, unless they are locked out ofsight in the boot of the vehicle or the luggagecompartment of an estate or hatchback andthere is evidence of violent and forcible entry.(i) There is no cover for personal belongings leftin a vehicle overnight.(j) Films, cassettes, cartridges or disks otherthan for their value as unused material, unlesspurchased pre-recorded, when we will pay upto the retail list price.(k) Perishable goods, bottles, cartons or any otherloss caused by their breakage.(l) Pedal cycles, wheelchairs, prams, pushchairsor baby buggies other than while they arebeing conveyed by public transport.(m) Contact or corneal lenses.(n) Winter sports equipment (this is coveredunder Section 20 if the appropriate wintersports premium has been paid).(o) Your personal belongings being delayed,detained or confiscated by customs orother officials.(p) Your personal belongings being lost ordamaged as a result of wear and tear,depreciation in value, atmospheric conditions,mechanical failure or damage caused by mothor vermin or any process of cleaning, repairingor restoring.(q) Breakage of or damage to sports equipmentwhile in use.(r) Claims arising where you fail to exercisereasonable care for the safety and supervisionof your property.(s) Claims where you fail to obtain a writtenpolice report within 24 hours of the discoveryin the event of loss or theft.(t) Claims where you fail to obtain a carrier’sreport or in the case of an airline a ‘PropertyIrregularity Report’ where your property hasbeen lost or damaged in transit.N.B. If you cannot report the loss, theft or damageto the airline straight away, you must do so in writingwithin seven days.2. We will not pay the excess value stated in thetable on page 16 for your chosen cover optionfor any loss, charge or expense incurred inrespect of every claim made for each of youunder this Section, unless you have paid theexcess waiver premium.Section 8 – Personal Moneyand DocumentsAvailable under Classic and Premium cover onlyWe will pay you up to the value stated in the table onpage 32 for your chosen cover option (limited to thevalue stated in respect of cash) if your personal moneyis lost or stolen during the period of insurance. Coverunder this Section commences from the time youreceive your personal money or 72 hours before youleave home to commence your trip, whichever is later.You will need to report your loss and obtain proof. Aswell as the exclusions below, please read the policyconditions and exclusions on pages 25 to 27.Section 9 – Loss of PassportAvailable under Classic and Premium cover onlyWe will pay you up to the value stated in the table onpage 32 for your chosen cover option for necessaryand reasonable extra travel accommodation andcommunication expenses outside of Great Britain,Northern Ireland and the Isle of Man involved in gettinga replacement passport or visa if it is lost or stolenduring the period of insurance.You will need to report your loss and obtain proof –please read the policy conditions and exclusions onpages 25 to 27. As well as the general conditions andexclusions on pages 25 to 27, the following exclusionsapply to Sections 8 and 9.Personal Money and Loss of Passport Exclusions1. We will not pay for:(a) More than the value stated in the table on page32 for your chosen cover option for loss of cash.(b) Loss of personal money unless it is with you atthe time, in a locked safe or safety deposit boxor locked in the accommodation you are usingon your journey.(c) Loss caused by depreciation in value or shortagecaused by error or omission.(d) Loss of travellers’ cheques if you have notcomplied with the issuer’s conditions or where theissuer provides a replacement service.(e) Loss or theft of ski lift pass.(f) Your personal money being delayed, detainedor confiscated by customs or other officials.(g) Claims arising where you fail to exercisereasonable care for the safety and supervisionof your property.(h) Claims where you fail to obtain a written policereport within 24 hours of the discovery in theevent of loss or theft.17

Contract of Insurance(i) Any expenses in connection with lossof passport, arising after you have returnedto the United Kingdom.(j) Loss or theft of money which you have leftin baggage checked in by the carrier or leftin an unattended vehicle.2. We will not pay the excess value stated in thetable on page 32 for your chosen cover option forany loss, charge or expense incurred in respect ofevery claim made for each of you under Section 8 -Personal Money and Documents and Section 9 -Loss of Passport unless you have paid the excesswaiver premium.Section 10 – Personal Liability(If you are using a motorised or mechanical vehicle,while on your journey you must make sure that youhave the necessary insurance. We do not cover thisunder personal liability.)We will pay you up to the value stated in the table onpage 32 for your chosen cover option in respect ofany one occurrence and in total for accidental bodilyinjury to another person or accidental damage tosomeone else’s property occurring during the periodof insurance which you legally have to pay. This coveris only for;• accidental bodily injury to another person whois not your employee, close relative or travellingcompanion• accidental damage to someone else’s propertyother than the property of your employee, closerelative or your travelling companion.We will also pay for your legal expenses and anyclaimant’s costs payable but we must first giveour written consent to this.As well as the general conditions and exclusionson pages 25 to 27, the following exclusionsand conditions apply to Section 10.Personal Liability Exclusions1. We will not pay for:(a) Liability caused directly or indirectly byyou owning, or the use of, animals (exceptdomestic animals), firearms (except licensedsporting guns used for recreational purposesonly), any aircraft, motorised vehicle, boat orany other form of motorised leisure equipment(unless it is a boat designed for and beingused as accommodation and is permanentlymoored).(b) Employer’s liability or liability caused bycarrying out contracts, supplying goodsand services, or you doing your job.Conditions Applying to Personal Liability1. You must send us any written, court claim formor other legal documents as soon as you receivethem. You must also give us any informationand help we need to deal with the case and yourclaim. You must not negotiate, pay, settle, admit ordeny any claim without our written agreement.Section 11 – Travel Legal GuardThe following definitions of words and termsapply to Section 11 only.AppointedadvisorLegal costsand expensesProspectsof successGeographicallimitWe/Us/OurThe solicitor or other advisorappointed by us to act onyour behalf.• Legal costs, fees anddisbursements reasonablyand proportionately incurredby the appointed advisor onthe Standard Basis and agreedin advance by us.• Other side’s costs incurred incivil claims where you havebeen ordered to pay them orpay them with our agreement.We will only provide cover whereyour claim or any appeal you arepursuing is more likely than not tobe successful. If you are seekingdamages or compensation, itmust also be more likely than notthat any Judgment obtained willbe enforced.As shown in your policy schedule.Ageas Insurance Limited orany of its appointed agents.(If you have to make a claim under this Section,please follow the claims procedure on page 28.)18

What you are covered for:Following an event that causes your death or bodilyinjury during your trip we will pay legal costs andexpenses up to the value stated in the table on page32 for your chosen cover option including the cost ofappeals provided that:1. You are injured or killed within the geographical limit2. The claim• always has prospects of success• is reported to us as soon as it is possible3. You always agree to use the appointed advisornominated by us in any claim• falling within the small claims court and/or• before the issue of proceedings4. Any proceedings or hearing are dealt with bya Court, or any other body that we agree to,in the geographical limit.Helpline servicesTelephone 0844 581 0400 to obtain:• Personal Legal Advice on EU law available 24/7• UK Tax Advice available between 9.00amand 5.00pm Monday to FridayWhat you are NOT covered for:As well as the general conditions and exclusionson pages 25 to 27, the following exclusions apply:You are not covered for any claim arising from orrelating to:1. Legal costs and expenses incurred before weaccept a claim2. Any illness or bodily injury that develops graduallyor is not caused by a sudden or specific event3. Legal costs and expenses under a contingencyfee arrangement (a contingency fee arrangementis when the lawyer takes a percentage of thedamages as the fee)4. A dispute with a Tour Operator, Travel Agentor Carrier5. An allegation against you involving:• assault, violence or dishonesty,• dealing in or use of alcohol, illegal drugs6. Defending any dispute other than defendinga counter claim7. A dispute with or between your family members8. A deliberate or reckless act by you9. Fines, penalties or compensation10. A judicial review11. A dispute with us not dealt with under Condition 6of this Section12. Defamation13. Group Litigation Orders.ConditionsAs well as the general conditions on pages 25 to 27,the following conditions apply:1. Your responsibilitiesYou must:(a) Not do anything that hinders us or the appointedadvisor(b) Tell us about your claim as soon as you can(c) Tell us immediately of anything that may materiallyalter our assessment of the claim(d) Cooperate fully with the appointed advisor andus, give the appointed advisor any instructions werequire, and keep them updated with progress ofthe claim(e) Take all available steps to recover legal costs andexpenses that we pay and pay to us all costs thatare recovered should these be paid to you(f) Tell the appointed advisor to have the legal costsand expenses assessed or audited if we require2. The Appointed advisor(a) In certain circumstances as set out in 2 (c) belowyou may choose an appointed advisor. In all othercases no such right exists and we shall choose theappointed advisor.(b) Where you wish to exercise your right tochoose, you should write to us with your chosenrepresentative’s contact details. They must agreeto act under our standard terms of business andcooperate with us at all times.(c) If we agree to start legal proceedings and the courtrequires any representative to be legally qualified,or there is a conflict of interest, you may choose asuitably qualified appointed advisor. Your right tochoose never applies to small claims court claimsunless there is a conflict of interest.(d) If the appointed advisor refuses to continueacting for you with good reason, you dismiss theappointed advisor without good reason, or youwithdraw from the claim without our writtenagreement, cover will end immediately unless weagree to appoint another appointed advisor.(e) During the course of the relationship with our panelof service providers, we may, for particular types ofclaim, receive a fee from the appointed advisor towhom the claim is sent. This fee (if it does apply),is a separate arrangement between us and theappointed advisor, and will never compromise youor any claim that is made under this Section.19

Contract of Insurance3. Our consentWe must give you our written consent before any legalcosts and expenses are incurred. We will not acceptany liability for legal costs & expenses incurred withoutour written consent.4. Settlement(a) You must not negotiate, settle the claim or agree topay any legal costs and expenses without our writtenagreement(b) If you refuse to settle the claim following advice todo so from the appointed advisor we may refuse topay further legal costs and expenses5. Counsel’s opinionWe may require you to obtain and pay for an opinionfrom counsel regarding the merits or value of theclaim. If the opinion supports you then we will payfor the opinion.6. ArbitrationIf there is a dispute between you and us about thehandling of a claim or the choice of an appointedadvisor, the matter must be referred through ourformal complaints procedure which is explainedon page 28. If the matter remains unresolved youcan ask the Financial Ombudsman Service to reviewour decision.7. Dual InsuranceIf any claim covered under this Section is also coveredby another policy or another Section of this policy, orwould have been covered if this Section did not exist,we will only pay our fair share (rateable proportion)of the claim.Section 12 – Legal ConsultationAvailable under Classic and Premium cover onlyIn the event that criminal proceedings are broughtagainst you in a court outside the United Kingdom asa result of any accidental action by you to a third partywhich happens during the period of insurance, we willpay up to the value stated on page 32 for your chosencover option for a local lawyer to visit you.Under this Section you will need to make yourown arrangements to obtain legal assistance andmake a claim.As well as the general conditions and exclusionson pages 25 to 27, the following exclusions applyto Section 12.Legal Consultation ExclusionsWe shall not be liable for:• Any fees, costs or other expenses incurred beforewe have agreed to accept them.• Any action against you or by you other than inyour private capacity.• Payment of fines.• Any legal costs until all other insurances providinglegal costs are exhausted.• Any event occurring within the United Kingdomor your home country.• Any accident or injury while you are participatingin any hazardous activity.• Any legal consultation costs for any action againstyou in respect of any invoices or other debtsyou have not paid or any other civil proceedingsbrought against you.Section 13 – MuggingAvailable under Classic and Premium cover onlyWe will pay you the value stated in the table on page32 for your chosen cover option in total if, becauseof a mugging involving a violent and threateningattack, you receive a bodily injury and need medicaltreatment. This cover is in addition to the coverprovided by Section 4.As well as the general conditions and exclusionson pages 25 to 27, the following exclusion appliesto Section 13.Mugging Exclusions1. We will not pay you for:(a) A mugging claim unless you have madea report to the police within 24 hours ofthe incident.Section 14 – Catastrophe CoverAvailable under Classic and Premium cover onlyWe will pay you up to the value stated in the tableon page 32 for your chosen cover option for extraaccommodation and transport costs you need to payto move to other accommodation of a similar standardto that you originally booked, if, as a result of fire, flood,earthquake, avalanche or storm during your journey,you cannot use your accommodation.As well as the general conditions and exclusionson pages 25 to 27, the following exclusions applyto Section 14.20

Catastrophe Exclusions1. We will not pay you for:(a) Extra expenses unless you get a letter from thecompany providing accommodation, the policeor your tour operator’s representative confirmingthat you could not use your accommodation.(b) Extra expenses which you can get from thecompany providing accommodation, your touroperator or anywhere else.(c) Any expense which you would normally haveexpected to pay during your journey.Section 15 – HomecareAvailable under Classic and Premium cover onlyWe will pay you up to the value stated in the table onpage 32 for your chosen cover option for emergencyrepairs necessary to secure your home following aburglary, or serious damage caused by fire, storm,flood, explosion, subsidence, vandalism, fallen trees,impact by aircraft or vehicle at your home when onyour trip.As well as the general conditions and exclusionson pages 25 to 27, the following exclusions applyto Section 15.Homecare Exclusions1. We will not pay for:(a) The cost of any repairs where damage occurredbefore the start of your journey.(b) The cost of any repairs where damage occurredafter you returned to your home.Section 16 – Scheduled Airline FailureAvailable under Classic and Premium cover onlyWe will pay you up to the value stated in the table onpage 32 for your chosen cover option in total for eachinsured person named on the policy and airline ticket for:1. Irrecoverable travel and accommodation costs paid inadvance in the event of insolvency of the scheduledairline not forming part of an inclusive holiday priorto departure; or2. In the event of insolvency after departure:(a) additional pro rata costs incurred by the personinsured in replacing that part of the flightarrangements to a similar standard to thatoriginally booked; or(b) if curtailment of the holiday is unavoidable –the cost of return flights to the UnitedKingdom to a similar standard to thatoriginally booked.As well as the general conditions and exclusionson pages 25 to 27, the following exclusions applyto Section 16.We Will Not Pay For:1. Scheduled flights not booked within theUnited Kingdom.2. Scheduled flights not booked through a bondedtravel agent or direct with a scheduled airline.3. The financial failure of:(a) any scheduled airline in Chapter 11 insolvencyat the date of issue of the travel insurance policyor booking.(b) any scheduled airline who is bonded or insuredelsewhere (even if the bond is insufficient tomeet the claims).(c) any travel agent, tour organiser, booking agentor consolidator with whom the insured hasbooked a scheduled flight.Section 17 – Financial Failure CoverAvailable under Premium cover only(If you have to make a claim under this Section,please follow the claims procedure on page 28.)This cover is provided by International PassengerProtection Limited, IPP House, 22-26 Station Road,West Wickham, Kent BR4 0PR, United Kingdomand is underwritten by a consortium of Insurersand certain underwriters at Lloyd’s, London asdetailed below.Definitions applying to Section 17 onlyWe/Us/Our: International Passenger ProtectionLimitedInsurers: Certain underwriters at Lloyd’s, Londonand Groupama Insurance Company Ltd.End Supplier: Hotels; Car ferries; Villa owner,cottages owner; Railway journeys including theEurostar; Coach Operator; Cruises not bonded; Carhire company; Caravan sites / campsites / mobilehomes; Camper rental; Safaris; Excursion providers;Eurotunnel; Theme parks such as Disneyland ParisWhat you are covered for:If your end supplier becomes insolvent up to amaximum of the value stated in the table on page32 for your chosen cover option for:1. Irrecoverable sums paid in advance in the eventof insolvency of the End Supplier not forming partof an inclusive holiday prior to departure; or2. In the event of insolvency after departureadditional pro rata costs you incur in replacingthat part of the insolvent End Supplier’sarrangements to a similar standard to thatoriginally booked.21

Contract of InsuranceProvided that in the case of 2 above wherepracticable you shall have obtained our approvalprior to incurring the relevant costs by contactingus as set out below.What you are not covered for:1. End Supplier arrangements not booked within theUnited Kingdom, Channel Islands, Isle of Man orIreland prior to departure.2. The Financial Failure of:(a) any End Supplier in Chapter 11 or any threatof insolvency being known at the date of issueof the Certificate or booking the trip.(b) any End Supplier who is bonded or insuredelsewhere (even if the bond is insufficient tomeet the claim).(c) any travel agent, tour organiser, booking agentor consolidator with whom the insured hasbooked travel or accommodation.3. Any loss for which a third party is liable or whichcan be recovered by other legal means.Section 18 – PetcareAvailable under Premium cover onlyWhat you are covered for:We will pay you up to the value stated in the tableon page 32 for your chosen cover option for extrakennel or cattery fees if your final booked returninternational journey back to the United Kingdom byaircraft, sea vessel, coach or train is delayed for morethan 24 hours due to poor weather conditions, astrike, industrial action or mechanical breakdown. Youmust get written confirmation from the appropriatetransport company or authority stating the reasonfor the delay and how long the delay lasted. Youmust keep all receipts for the extra kennel orcattery fees you pay.What you are not covered for:1. Any kennel or cattery fees you pay outside theUnited Kingdom as a result of quarantineregulations.2. Any claims where you have not checked in foryour trip at the final international departurepoint at or before the recommended time.Section 19 – Hijack, Kidnap &Illegal Detention CoverAvailable under Classic and Premium cover onlyWhat you are covered for:If you are hijacked, kidnapped or illegally detainedwe will pay you £50 per day (up to the value statedin the table on page 32 for your chosen cover optionin all) until you are released. If you have chosenPremium cover we will reimburse necessary andreasonable legal, hotel, travel and extra expensesup to £15,000 (excluding ransom money) to secureyour release.What you are not covered for:1. Acts which would be an offence by a courtin the United Kingdom if committed in theUnited Kingdom.2. Acts which would be an offence by a courtin the country in which you are travelling.3. Any business travel.4. You being held for less than 3 days.As well as general conditions on pages 25 to 27,the following condition applies to Section 19.Conditions1. You, your family or business is not engaged in anypolitical or other activity which would increase therisk under this insurance.Part D – Optional add-onsAvailable under Classic and Premium cover onlyWinter Sports CoverAvailable under Classic and Premium cover onlyIf you have bought Annual Multi-Trip insurance toinclude winter sports cover, you are covered upto 21 days in any single policy period for wintersports cover. For Single Trip cover, you must pay theappropriate additional premium to include wintersports cover for each trip where you intend to takepart in winter sports activities.The following winter sports are not covered:ski-racing, ski-jumping, off-piste skiing unlessaccompanied by a qualified guide or instructor, icehockey, bobsleighing, the use of skeletons or luges,freestyle skiing, competitive skiing.The following additional cover is provided:22

Section 20 – Winter Sports EquipmentWe will pay you up to the value stated in the tableon page 31 for your chosen cover option for thereplacement cost (less an amount for wear and tearand depreciation if applicable) of skis, snowboards,bindings, boots and poles owned or hired by you if theyare lost, stolen or damaged. For Premium cover only,if an original purchase receipt or valuation is providedwe will pay the replacement cost (subject to the limitsstated in the table on page 31 applying), otherwise wewill assess the claim after any suitable deduction forwear and tear and depreciation if applicable.Section 21 – Ski HireWe will pay you (£20 per day) up to the value statedin the table on page 31 for your chosen cover optionif your own equipment is temporarily lost in transitfor longer than 12 hours on the outward journeyor is lost, damaged or stolen during the trip.As well as the general conditions and exclusionson pages 25 to 27, the following conditions andexclusions apply to Sections 20 and 21.Winter Sports Equipment and Ski HireExclusions1. We will not pay for:(a) Loss or damage caused by general wear andtear.(b) Any amounts you can get from someone orsomewhere else.2. We will not pay your claim for Winter SportsEquipment if:(a) You fail to exercise reasonable care for thesafety and supervision of your property.(b) You fail to obtain a written police report within24 hours of the discovery in the event of lossor theft.(c) You fail to obtain a carrier’s report or in thecase of an airline a ‘Property Irregularity Report’where your property has been lost or damagedin transit. N.B. If you cannot report the loss,theft or damage to the airline straight away,you must do so in writing within seven days.(d) Your personal belongings are delayed,detained, or confiscated by customs orother officials.3. We will not pay the excess value stated in thetable on page 31 for your chosen cover option forany loss, charge or expense incurred in respect ofevery claim made for each of you under Section20 - Winter Sports Equipment unless you havepaid the excess waiver premium.Section 22 – Ski PackWe will pay you up to the value stated in the tableon page 31 for your chosen cover option for theunused part of ski pack costs that you have notused if you fall ill or become injured during the trip(ski pack means ski hire, ski lessons and lift pass).As well as the general conditions and exclusionson pages 25 to 27, the following exclusion appliesto Section 22.Ski Pack Exclusions1. We will not pay for accidental injury, illnessor death caused directly or indirectly by yourparticipation in the following winter sports –ski-racing, ski-jumping, off-piste skiing unlessaccompanied by a qualified guide or instructor,heli-skiing, ice hockey, bobsleighing, the use ofskeletons, toboggans or luges, freestyle skiingor competitive skiing.Section 23 – Piste ClosureWe will pay you up to the value stated in the table onpage 31 for your chosen cover option (£20 per day) forextra costs for transport and ski lift pass if you have totravel to another resort if you are unable to ski due toadverse weather conditions at your pre-booked resort(only available for trips between 15 December and31 March).If it is not possible to travel to another resort or it is notpossible to ski, we will pay up to the value stated in thetable on page 31 for your chosen cover option (£20per day) if you are unable to ski.As well as the general conditions and exclusions onpages 25 to 27, the following conditions and exclusionsapply to Section 23.Piste Closure Exclusions1. We will not pay for:(a) Any expenses you can claim under anyother insurance.(b) Any claim if you take out this insurance within14 days of going on the trip, unless you bookedthe trip at the same time.Condition Applying to Piste Closure Claims1. You must obtain written confirmation from anappropriate authority to confirm that the pistewas closed and/or it was not possible to travelto another resort.23

Contract of InsuranceSection 24 – Avalanche and LandslideWe will pay you up to the value stated in the table onpage 31 for your chosen cover option for extra traveland accommodation costs if an avalanche or landslidedelays your arrival at, or departure from, the bookedresort for more than 12 hours.As well as the general conditions and exclusions onpages 25 to 27, the following condition and exclusionsapply to Section 24.Avalanche and Landslide Exclusions1. We will not pay for:(a) Any expenses you can claim under anyother insurance;(b) Any claim if you take out this insurance within14 days of going on the trip, unless you bookedthe trip at the same time.Condition Applying to Avalanche andLandslide Claims1. You must obtain written confirmation from anappropriate authority to confirm the period ofand reason for the delay.Golf CoverAvailable under Classic and Premium cover onlyWhere your Policy Schedule shows that Golf Coverhas been added and the appropriate premium hasbeen paid, the following additional cover will beprovided.Section 25 – Golf EquipmentYou will be covered up to stated in the table on page31 for the replacement cost (after allowing for wear,tear and loss of value) of your golf equipment if itis lost, stolen or damaged. The total limit for hiredgolfing equipment which is lost, stolen or damagedis £100.Section 26 – Golf Equipment HireIf your own golf equipment is lost, stolen ordamaged, you will be covered for the reasonable costof hiring replacement clubs up to the value stated inthe table on page 31 for your chosen cover optionper trip.As well as the general conditions and exclusionson pages 25 to 27, the following conditions andexclusions apply to Sections 25 and 26.Golf Equipment and Golf EquipmentHire Exclusions1. You are not covered for the following:(a) Loss, theft or damage to your personalbelongings during your outward or returnjourney if you do not get a written ‘carrier’sreport’ or a ‘property irregularity report’ in thecase of an airline. If you cannot report the lossor damage to the carrier straight away, you mustdo so in writing within seven days.(b) Loss, theft or damage to your personalbelongings at any other time if you do notreport the loss of theft to the police within 24hours of discovering it and get a police reportfrom them.(c) Loss or damage caused by delay, wear andtear, moths, vermin, weather and atmosphericconditions or mechanical failure.(d)Loss or theft of or damage to property leftin a vehicle overnight.2. You are not covered for claims for which youreceive compensation from someone else.3. We will not pay the excess value stated in thetable on page 31 for your chosen cover optionfor any loss, charge or expense incurred inrespect of every claim made for each of youunder this Section.Conditions Applying to Golf Equipmentand Golf Equipment Hire1. You must take proper care of your own belongingsand act as if you did not have this insurance policy.2. The following condition applies to claims fortemporary loss of personal belongings. As well asgetting an authorised ‘property irregularity report’from the carrier or handler agent, you must writeto them within 21 days of receiving your propertyback to confirm you had to buy replacement items.3. You must keep any damaged property so that wecan inspect it. When we make a payment for thatproperty, it will then belong to us.4. If your claim involves a pair or set, we will onlypay the value of the part of the pair or set whichis lost, stolen or damaged.Section 27 – Green FeesIf you fall ill or are injured during the period ofinsurance, or if adverse weather prevents you playinggolf at a pre-booked course, you will be covered for thecosts of the pre-paid green fees which you are not ableto use, up to £75 per day and up to the value statedin the table on page 31 for your chosen cover optionin total.As well as the general conditions and exclusionson pages 25 to 27, the following conditions andexclusions apply to Section 27.24

Green Fees Exclusions1. You will not be covered for any amount youcan get back from someone else.2. You will not be covered if you take out thisinsurance within 14 days of going on holiday,unless you booked the holiday on the same date.Conditions Applying to Green Fees1. You must get written confirmation from theappropriate authority to confirm that the golfcourse was closed, if due to adverse weather.2. You must get a medical certificate confirmingyour illness or injury if you were not able touse pre-paid green fees due to illness or injury.Extended Baggage CoverAvailable under Classic and Premium cover onlyWhere your Policy Schedule shows the extendedBaggage Cover has been added and the appropriatepremium has been paid, the following additionalcover will be provided. This option is only availableto adults aged 18 and over.Section 28 – Extended BaggageYou can claim for any one item, pair or set of articlesup to a maximum insured sum as stated in the tableon page 31 (after any suitable deduction for wearand tear and loss of value if applicable). For Premiumcover only if an original purchase receipt or valuationis provided we will pay the replacement cost (subjectto the limits stated in the table on page 31 applying),otherwise we will assess the claim after any suitablededuction for wear and tear and depreciation ifapplicable. Cover is restricted to the following valuableitems; audio, visual, photographic, computer, sportsequipment and watches.N.B. The maximum we will pay in total under Section7 (Personal Belongings) including the extended limitabove is £1,500 for Classic cover and £2,000 forPremium cover.As well as the general conditions and exclusionson pages 25 to 27, and the Section 7 (PersonalBelongings) conditions and exclusions on page 16and 17, the following conditions and exclusions applyto Section 28.What is not covered1. Loss, theft or damage to the article or valuableunless owned by you or a member of your family.2. Loss, theft or damage to jewellery and mobilephones (these items will only be covered up tothe standard policy limits).Condition Applying to Extended Baggage1. All claims must be supported by the originalpurchase receipt.Part E – General Conditionsand Exclusions Applying tothe Whole PolicyGeneral ConditionsYou must comply with the policy conditions as failureto do so may result in you not being fully coveredand a claim not being paid. These conditions applyto the whole policy.1. Material factsYou must tell us any facts we ask for in the HealthDeclaration on page 3 of this booklet and whichcould affect this insurance. If you do not, you maynot be fully covered. In particular, you must give usany information which may influence our decision toprovide or continue your cover or the way we workout your premium (for example, your health or thehealth of a close relative).2. Proof you must provide the following:If you cancel the tripPlease give the reason for cancelling the trip andsend us your booking invoice or receipt and yourcancellation invoice. We will need written proof ofthe reason for cancellation. If cancellation is dueto illness or injury, the medical certificate on thecancellation claim form will need to be filled in bythe doctor of the person who was ill or injured.Curtailment / Cutting the trip shortPlease give the reason you cut your trip short,confirming that you had to come home early.Before you return home early for medical reasons,you must get a doctor’s certificate to confirm thatthis is necessary and that you are fit to travel. Youmust then send this with your claim form.Medical emergency and associated expensesPlease send details of the illness or injury andoriginal receipts and bills for any expenses youhave paid.Personal accidentPlease send full details of the accident and injury.25

Contract of InsurancePersonal belongings, temporary loss, wintersports equipment and golf equipmentPlease send full details of the belongings which havebeen lost, stolen or damaged. You should also sendreceipts to prove their values or bills for the cost ofrepairs. For loss or theft claims, you must also senda police report. If your belongings were lost, stolenor damaged while in the care of an airline, you mustsend a ‘Property Irregularity Report’ as well as theflight tickets and luggage receipts the airline gaveyou when you checked in. For temporary loss claims,please send receipts for the replacement items youhave bought and a ‘Property Irregularity Report’.Money and documentsPlease send full details together with a policereport and cash withdrawal slips or similar proofof the money you withdrew.Loss of passportPlease send a police report and any bills orreceipts for travel and accommodation expenses.Personal liabilityYou must send us any writ, summons or otherlegal documents as soon as you receive them.You must also give us any information and helpwe need to deal with the case and your claim.You must not negotiate, pay, settle, admit ordeny any claim without our written permission.Missed departureYou must send receipts or bills for your expenses.For car breakdown or accident claims, send therepairer’s report or police accident report anddetails of how you got to the port or airport.DelayWhen you claim you must ask the airline ortransport company to confirm in writing:(a) the cause of the delay or cancellation;(b) the period of the delay;(c) the scheduled time of departure and arrival;and(d) the actual time of departure and arrival.MuggingPlease send a police report and a certificate fromthe doctor confirming the injuries you receivedand the period you were in hospital receivingin-patient treatment.PetcarePlease provide written confirmation from theappropriate transport company or authoritystating the reason for the delay and how longthe delay lasted. You must keep all receipts forthe extra kennel or cattery fees you pay.Ski hirePlease send receipts for the cost of the snowboardor ski hire and full details of what was lost,damaged or stolen.Ski pack (lessons, hire, lift pass)Give the reason for cutting short the use of yourski pack and a medical certificate confirming thatthis was necessary.Piste closurePlease ask the relevant authority to confirm inwriting that the piste was closed. You must alsosend your receipts for transport to the otherresort and the cost of the lift pass.Avalanche closureYou must get written confirmation from theappropriate authority that getting to or from yourresort was not possible for the period claimed,due to avalanche, landslide or landslip.Green FeesPlease ask the relevant authority to confirm inwriting that the golf course was closed or whereyour claim relates to your illness or injury, pleasesend a medical certificate confirming your illnessor injury.3. ExcessesIf we agree to a claim for medical expenses whichhas been reduced by your using a European HealthInsurance Card (EHIC) form or private healthinsurance, you will not have to pay the excess.4. You must do all that you can to keep your claims aslow as possible and to prevent theft, loss and damage.5. If we pay any expenses which you are not coveredfor, you must pay these back within a month ofthe end of the period of insurance.6. If you, or anyone acting for you, deliberately makea false claim or statement, the insurance will endand we will not pay any claims. We have the rightto inform the police about any false claim.7. We may take action in your name to getcompensation or security for loss, damage orexpenses covered by this insurance. You will notpay anything towards this action, but any amountor security handed over will belong to us.8. If we have to pay any amounts under the law ofanother country and we would not usually haveto pay these amounts under the policy, you mustrepay the amounts to us.26

9. All the sums insured and limits set out in thispolicy include VAT.10. All claims under the insurance will be governedby English law. Any legal disputes will be heardin an English court.11. The premium for this insurance includesinsurance premium tax where necessary.12. If we pay a claim because your trip is cancelled,we will not pay a claim under any other Sectionof the policy for the same trip.13. The parties do not intend any term of thisagreement to be enforceable pursuant to theContracts (Rights of Third Parties) Act 1999.14. Unless agreed otherwise, the contractual termsand conditions and other information relatingto this contract will be in the English language.General ExclusionsYou will not be covered for the following.1. Any claims arising from routine treatmentor care which could reasonably be expectedto arise during your period of insurance.2. Any claim related to an incident that you wereaware of at the time you took out this insuranceand which could lead to a claim.3. Any claim that results from the tour operator,airline, or any other company, firm, or person notbeing able or not being willing to carry out anypart of their obligation to you.4. You travelling contrary to the regulations of yourtransport provider.5. Any other loss resulting directly or indirectly fromthe cause of your claim.6. Any claim which you could make under any otherinsurance or any amount you can get back fromsomeone or somewhere else. This does notapply to claims for Personal Accident or HospitalBenefit. You are obliged to inform us of any otherinsurance that may (or may not) cover the claimyou are making.7. Any claim caused directly or indirectly by thefollowing.(a) Ionising radiation or radioactive contaminationfrom nuclear fuel or nuclear waste, or anyrisk from a nuclear device or other nuclearequipment.(b) Your property being held, taken, destroyed ordamaged under the order of any governmentor other authority.(c) Pressure waves caused by aircraft or otherflying machines travelling at or above thespeed of sound.(d) War, invasion, hostilities (whether war bedeclared or not), civil unrest, revolution,rebellion, act of foreign enemy or any similarevent. (This does not apply to Section 4 –Medical Emergency and Associated Expenses,while you are away from the United Kingdom.You must follow any relevant suggestions orrecommendations made by any governmentor other authority before or during the periodof insurance.)(e) Acts of Terrorism (This does not apply to Section4 – Medical Emergency and Associated Expenses,Section 5 – Hospital Benefit, Section 6 – PersonalAccident, Section 7 – Personal Belongings andSection 8 – Personal Money and Documents andSection 19 - Hijack, Kidnap and Illegal Detention,while you are away from the United Kingdom.You must follow any relevant suggestions orrecommendations made by any governmentor other authority before or during the periodof insurance).(f) The use, release or threat of any nuclear weaponor device or chemical or biological agent.Signed for the insurersMark CliffManaging DirectorAgeas Insurance LimitedPart F – Complaints ProcedureShould there ever be an occasion where you needto complain, we will sort this out as quickly and fairlyas possible.If you have a complaint regarding your claim, pleasetelephone us on the number shown in your claimsdocumentation. Alternatively, you can write to usat the address shown below or email us throughour website at www.ageas.co.uk/complaints (pleaseinclude your policy number and claim numberif appropriate).Customer Services AdvisorAgeas Insurance LimitedAgeas House, TollgateEastleigh, Hampshire SO53 3YAWe will try to resolve your complaint by the end of thenext working day. If we are unable to do this, we willwrite to you within five working days to either:• Tell you what we have done to resolve the problem;or• Acknowledge your complaint and let you knowwhen you can expect a full response. We will alsolet you know who is dealing with the matter.27

Contract of InsuranceWe will always aim to resolve your complaint withinfour weeks of receipt. If we are unable to do this wewill give you the reasons for the delay and indicatewhen we will be able to provide a final response.We will review your complaint and do our best toaddress your concerns. If the matter is not resolvedto your satisfaction you can write to the FinancialOmbudsman Service and further information aboutthis can be found below.If you feel you have any cause for complaint regardingthe sales literature, the way in which your policywas sold to you, medical screening or regardingthe information and advice about your policy,please contact:Customer Services Post Office ®Travel InsuranceFreepost RLTY-KHYY-XLGRVaughan Way, Leicester LE1 4SBPost Office will review your complaint and do theirbest to address your concerns. If the matter isnot resolved to your satisfaction you can write tothe Financial Ombudsman Service and furtherinformation about this can be found below.If your complaint is concerning Section 11 -Travel Legal Guard, please write to us at;Customer Relations DepartmentAgeas Insurance Limited9 Whiteladies RoadClifton, Bristol BS8 1NNAlternatively, you can email us atlegalguardclaims@ageaslegalguard.co.ukWe will review your complaint and do our best toaddress your concerns. If the matter is not resolvedto your satisfaction you can write to the FinancialOmbudsman Service and further information aboutthis can be found below.If your complaint is concerning Section 17 - FinancialFailure Cover please contact International PassengerProtection Limited direct at;International Passenger Protection LtdIPP House, 22-26 Station RoadWest Wickham, Kent BR4 0PRIPP will review your complaint and do their best toaddress your concerns. If the matter is not resolvedto your satisfaction you can write to the FinancialOmbudsman Service and further information aboutthis can be found below.Contact the FinancialOmbudsman ServiceIf the appropriate party above cannot resolveyour complaint, you may refer your complaint tothe Financial Ombudsman Service. You can askthe Financial Ombudsman Service to review yourcomplaint if for any reason you are still dissatisfiedwith the final response, or if the appropriate partyhave not issued their final response within eightweeks from you first raising the complaint.You can contact the Financial Ombudsman Serviceat the address below, however they will only consideryour complaint once you’ve tried to resolve it with us.South Quay Plaza, 183 Marsh WallLondon, E14 9SRUsing this complaints procedure will not affect yourlegal rights.Financial ServicesCompensation SchemeWe are covered by the Financial ServicesCompensation Scheme (FSCS). If we cannot meetour obligations you may be entitled to compensationunder the scheme. For this type of policy the schemecovers 90% of any claim with no upper limit. Forfurther information see www.fscs.org.uk or telephone020 7892 7300.Part G – Claims ProcedurePlease ring and ask for a claim form as soon aspossible after an event which you may want toclaim for.The claims phone number is: 0845 602 5279The phone line is open 24 hours a day, 365 daysa year if you have to make a claim. (We may recordor monitor calls for training purposes or to improvethe quality of our service.)Fill in the claim form and return it with:• the relevant proof we need (see pages 25 and 26General Conditions 2. Proof you must provide)• your policy schedule and any policy endorsementsyou may have been givenAll the certificates, accounts, receipts, information andevidence you send must be in the form we ask for.Always send originals and not photocopies. You mustpay any costs involved in providing these documents.We will answer all correspondence within fiveworking days of receiving it.28

Section 11 - Travel Legal Guard ClaimsAdministrationAll claims reported under your Travel Legal Guardcover will be administered by:B4 Claims Limited, 7 Farleigh CourtOld Weston Road, Flax BourtonBristol BS48 1URClaims Procedure for Section 17 -Financial Failure Cover:Any occurrence which could give rise to a claimunder this Section should be advised as soon asreasonably practicable and in any event within14 days to:International Passenger Protection Claims OfficeIPP House22-26 Station RoadWest Wickham, Kent BR4 0PRTelephone: +44 (0)20 8776 3745IPP will only accept claims submitted up to sixmonths after the failure. Any claims submittedafter the six month period will not be processed.Part H – Other InformationData ProtectionPlease read this notice carefully as it containsimportant information about our use of your personalinformation. You should also show it to anyone elseinsured under your policy. It explains how we use allthe information we have about you and the otherpeople insured under your policy.We are Ageas Insurance Limited and we are part ofthe Ageas group of companies. We may share yourpersonal information with other companies in thegroup for any of the reasons set out in this notice.If you want to know more about the Ageas groupplease go to www.ageas.co.uk.Sensitive informationSome of the personal information that we ask you toprovide is known as “sensitive personal data”. This willinclude information relating to health issues and anycriminal convictions. We need to use sensitive personaldata to provide you with quotes, arrange and manageyour policy and to provide the services described inyour policy documents (such as dealing with claims).How we use your personal informationWe will use your personal information to arrangeand manage your insurance policy, including handlingclaims and issuing renewal documents and informationto you or your insurance adviser. We will also use yourinformation to assess your insurance application andprovide information to credit reference agencies.We may have to share your personal information withother insurers, regulatory authorities, our businesspartners or agents providing services on our behalf.We may also share it with Royal Mail Group, ParcelForce Worldwide and Post Office ® , as well as anyoneacting on their behalf, who may use that informationto contact you and/or carry out research and analysisabout their products and services, and to handle yourneeds in connection with your policy.We will share your personal information with others:• if we need to do this to manage your policy withus including settling claims (if the claim relates toan incident which occurs abroad we may transferyour personal information outside the EuropeanEconomic Area);• to assess your application and arrange your policy;• to prevent or detect crime (see below);• if we are required or permitted to do this by law(for example, if we receive a legitimate requestfrom the police or another authority); and/or• if you have given us permission.Preventing and detecting crimeWe may use your personal information to preventcrime. In order to prevent crime we may:• check your personal information against ourown databases;• share it with fraud prevention agencies; if falseor inaccurate information is provided and fraud isidentified, details will be passed to fraud preventionagencies to prevent fraud and money laundering.Further details explaining how the informationheld by fraud prevention agencies may be usedcan be obtained by the Data Protection Officer atthe address set out below; and/or• share it with operators of registers available tothe insurance industry to check information andprevent fraud. These include the Claims andUnderwriting Exchange Register. We may passinformation relating to your insurance policy andany incident (such as an accident, theft or loss)to the operators of these registers.Dealing with others on your behalfTo help you manage your insurance policy, subjectto answering security questions, we will deal withyou or your husband, wife or partner or any otherperson whom we reasonably believe to be acting foryou if they call us on your behalf in connection withyour policy or a claim relating to your policy. For yourprotection only you can cancel your policy or changethe contact address.29

Contract of InsuranceMarketingWe may use your personal information andinformation about your use of our products andservices to carry out research and analysis.We will only use your personal information tomarket our products and services to you if youagree to this.Monitoring and recordingWe may record or monitor calls for trainingpurposes, to improve the quality of our service andto prevent and detect fraud. We may also use CCTVrecording equipment in and around our premises.Further informationIf you require further information on, or wish tocomplain about, the way that we use your personalinformation, please write to the Data ProtectionOfficer at Ageas Insurance Limited, Ageas House,Tollgate, Eastleigh, Hampshire, SO53 3YA. If youwould like to receive a copy of the information wehold about you please contact our Data ProtectionOfficer, giving your name, address and insurancepolicy number.We may charge you a small fee for this.If we change the way that we use your personalinformation, we will write to you to let you know.If you do not agree to that change in use, you mustlet us know as soon as possible.Post Office ® TravelAdvice Helpline24 hour travel advice helpline +(44) 23 8068 4040(for medical assistance see page 4 for contact details).This service is available to all Post Office ® TravelInsurance policyholders. Please note that this serviceis not able to assist with general policy, claims ormedical screening enquiries.• Business and social advice• Health issues (AIDS risks, local epidemics,child issues)• Airport facilities (shops, terminals, car rentals, etc.)• Emergency telephone numbers• Local times• Climate• Capital cities• Clothing• Languages spoken• Transit, re-entry and exit permits• Electricity voltages.Message ForwardingForward up to three emergency messages fromwithin the United Kingdom from policyholdersabroad to family, friends or business associates.Advice with lost luggage, tickets, passports orcredit cards.Provide advice and guidance to help you withthe following:• Lost luggage – help trace lost personalpossessions if you provide a luggage tag numberand a ‘Property Irregularity Report’.• Lost travel tickets / passports – liaising withthe relevant travel organisations and authorities tohelp replace lost or stolen travel documents.• Lost credit or charge cards – provide notificationof the loss of credit or charge cards abroad to therelevant organisations in the United Kingdom. Youwill need to give the Post Office ® travel assistancehelpline your credit or charge card details.*We may record or monitor calls for training purposesor to improve the quality of our service.Travel AdviceA 24-hour helpline giving information on:• Visa and passport requirements and procedures• International direct dial codes• Currency rules• Driving requirements• Duty free allowances• Business hours• Local banking facilities30

Optional policy add-onsOptional Cover - subject to payment of additional premium. If you have paid for thisoptional add-on, it will be shown on your Policy Schedule.SectionLimit of Cover(up to)Basic Classic PremiumExcessLimit of Cover(up to)ExcessLimit of Cover(up to)ExcessOptional Winter Sports Cover add-on20. Winter Sports Equipment Not available - £700 £60 £700 £4521. Ski Hire Not available - £300 No excess £300 No excess22. Ski Pack Not available - £250 No excess £250 No excess23. Piste Closure Not available - £300 No excess £300 No excess24. Avalanche & Landslide Not available - £150 No excess £150 No excessOptional Golf Cover add-on25. Golf Equipment Not available - £1,000 £60 £1,000 £4526. Golf Equipment Hire Not available - £200 £60 £200 £4527. Green Fees Not available - £300 No excess £300 No excessOptional Extended Baggage Cover add-on28. Extended Baggage Not available - £1,000 £60 £1,000 £45Please note that the sum insured is the most you can claim underthe Section but other limits may apply. All cover limits and excessesshown are per person.31

Schedule of BenefitsThis table shows the limits of cover available under each Section of the policy. It should beread in conjunction with your Policy Schedule which will confirm what level of cover youhave taken along with details of any optional covers you have selected.Section1. Cancellation & Curtailment £500Limit of Cover(up to)Basic Classic PremiumExcess£100 (£10deposit loss)Limit of Cover(up to)£5,000Excess£60 (£10deposit loss)Limit of Cover(up to)£10,000Excess£45 (£10deposit loss)2. Delayed DepartureFor individual cover limitsplease refer to Section 2£200 No excess £300 No excess £400 No excess3. Missed Departure £500 No excess £1,000 No excess £1,000 No excess4. Medical, Emergency& Associated Expenses(Cover when in UK limitedto £10,000 as a maximum)£5,000,000 £100 £10,000,000 £60 £10,000,000 £455. Hospital Benefit £500 No excess £800 No excess £1,000 No excess6. Personal AccidentFor individual cover limitsplease refer to Section 67. Personal BelongingsFor individual cover limitsplease refer to Section 7£10,000 No excess £30,000 No excess £30,000 No excessNot available - £1,500 £60 £2,000 £458. Personal Money& DocumentsCashNot available - £500£250£60 £750£300£459. Loss of Passport Not available - £250 £60 £400 £4510. Personal Liability £2,000,000 No excess £2,000,000 No excess £2,000,000 No excess11. Travel Legal Guard £15,000 No excess £25,000 No excess £50,000 No excess12. Legal Consultation Not available - £100 No excess £250 No excess13. Mugging Not available - £50 No excess £200 No excess14. Catastrophe Not available - £500 No excess £1,000 No excess15. Homecare Not available - £250 No excess £500 No excess16. Scheduled AirlineFailure CoverNot available - £1,500 No excess £1,500 No excess17. Financial Failure Cover Not available - Not available - £1,500 No excess18. Petcare Not available - Not available - £500 No excess19. Hijack, Kidnap & IllegalDetention CoverNot available - £1,000 No excess £15,000 No excessPlease note that the sum insured is the most you can claim under the Section but other limits may apply.All cover limits and excesses shown are per person.32

Great tips for a hassle-free tripThere are so many things to think about before you head off on holiday, so we’ve compileda handy checklist to make sure nothing gets left behind:Before you fly...PassportRemember, it needs to be valid, in good condition and contain necessary visas.identity checkingTravel Insurance and EHICPack a copy of your Post Office ® policy, along with your policy number anduseful emergency numbers. It’s also a good idea to take a European HealthInsurance Card (EHIC), visit www.applyehic.org for more details.Foreign CurrencyAvoid paying high prices for your travel money at the airport by organisingthis well in advance. Take a mixture of currency with you, including cash,a pre-paid currency card and/or traveller’s cheques. You can buy travelmoney at the Post Office ® , either in branch, over the phone or online.LuggageMany airlines have very strict restrictions on baggage, particularly handluggage, with many limiting the maximum size to 56cm x 45cm x 25cm.Liquids, gels and aerosols packed in cabin bags are also limited to containersof 100ml. These regulations do change from time to time so always checkwith your airline, or by visiting the Department for Transport at dft.gov.ukWhile you’re abroad...Mobile smart phonesDon’t forget to deactivate your data roaming once you arrive at yourdestination to avoid large charges while abroad. Always check your network’sinternational call tariffs and find local wifi hot-spots to access the internet.internet + phoneHealthRemember to stay well-hydrated on holiday, drinking bottled water wherepossible. Protect yourself and any children from the sun by regularlyapplying sun lotion with a high SPF.Have a great holiday!

Don’t forget yourother travel essentialsCheck out all these other great holiday services and products available from the Post Office. ®Travel MoneyGreat exchange rates and 0% commissionon a wide range of foreign currencies.Passport Check & SendFor a small fee, we’ll check your passportapplication is filled in correctly and send itby Special Delivery .To find out moreMoneyGram ® serviceSend or receive cash abroad quicklyand securely.E Top-upIf you’re on Pay As You Go, you can stillcall home from abroad - just rememberto top-up your phone before you leave.Call 0800 107 1293Visit postoffice.co.uk/travelAsk at the counterPost Office is able to supply customers with this leaflet, free ofcharge, in an alternative format for people who are visually impaired.To obtain a copy call the Post Office helpline on 08457 22 33 44^or Textphone 08457 22 33 55, quoting PL8325.Calls to telephone numbers shown within this Policy Document may be recorded, monitored and used for training and compliance purposes.This insurance is underwritten by Ageas Insurance Limited. Registered No. 354568 ENGLAND. Registered Address: Ageas House, Tollgate, Eastleigh,Hampshire, SO53 3YA. Ageas Insurance Limited is authorised and regulated by the Financial Services Authority. Post Office Limited is registered in Englandand Wales. Registered No. 2154540. Registered Office: 148 Old Street, London EC1V 9HQ. Post Office and the Post Office logo are registered trade marksof Post Office Limited. Post Office Limited is an Appointed Representative of Bank of Ireland (UK) plc which is authorised and regulated by the FinancialServices Authority. All information is correct at time of going to print, but is subject to change. JUN12.• your finances • INSURANCE • travel• mail • broadband & phoneQuote branch response code:SEPTEMBER 2012PL8325