Frequently asked questions

Below are a few of the questions customers often ask about Age UK Travel Insurance – we hope the answers will be helpful for you.

Q. Will I get my money back if my travel or accommodation provider goes out of business?

A. Your policy covers you for the failure of the travel or accommodation provider where there is no other protection or recovery available to you (such as a bond or protection under a credit card).

Q. I am travelling abroad and suffer from a pre-existing medical condition – should I tell anyone when I apply for cover?

A. Yes, this is very important, whether you’re taking out cover for a Single Trip policy or an Annual Multi-trip policy. If you are travelling outside of the United Kingdom and answer ‘Yes’ to the medical declaration on page 4 of the Policy booklet, you must declare all medical conditions before taking out or renewing your policy. If you have an Annual Multi-trip policy, you must call Ageas on 0845 128 8008 if there is a change in your health during the policy year, which means that you answer ‘Yes’ to any of the medical declaration questions.

Q. Will Age UK Travel Insurance accept everyone as a customer?

A. Some travellers have medical conditions that simply cannot be covered by the standard Age UK Travel Insurance policy. In those cases you may be referred to a broker, P. J. Hayman & Co. Limited, which operates a scheme called ‘Free Spirit’ that may be able to help provide cover for you.

Q. My friend was coming on holiday with us but has now dropped out. Can they have their premium refunded?

A. No, cover includes cancellation charges and for that reason it has to start on the date of issue, not on the date the holiday starts. Your friend has already in effect used some of their cover when booking the holiday.

Q. If I take out this travel insurance, will it be like having private medical cover abroad?

A. No, travel insurance and private medical insurance are different things. Travel cover will look after emergency expenses if you are injured or ill abroad, but not the wide range of treatment expected with medical insurance.

Q. Is there a money-back guarantee in place?

A. So that you can be completely happy with your insurance there is a special money-back guarantee. If you’re not satisfied with your policy, you can return it within 14 days for a full refund from Ageas Insurance Limited. No refund of premium is available after the 14-day period or if a claim has or will be made. For a Single Trip policy, a refund is only available if the period between the date of issue of the policy and your scheduled return date home is greater than 28 days.

Q. I took out European Annual Multi-trip cover but now am planning to travel outside Europe. Do I need a whole new policy?

A. No, you can simply upgrade the policy you have to include worldwide cover. You will of course need to pay the difference between the premiums for European and Worldwide policies.

Q. Why can’t my Annual Multi-trip cover start just before I take my next trip? 

A. Your cover includes loss of deposit and cancellation charges, so it’s essential you already have the cover in place when you book and pay your deposit.

Q. Why buy travel insurance? What are the risks of not buying the right cover?

A. The Foreign & Commonwealth Office provides essential and very practical advice about travel and travel insurance, it is very clear – ‘Don’t leave home without it’. Surprisingly, many people do, yet the cost of even routine medical treatment abroad can be extremely expensive. Without appropriate travel insurance, medical emergency costs while abroad could be incurred by the traveller.

Q. What kind of money could I risk having to pay if I didn’t have suitable cover?

A. Some examples of the costs of commonly occurring medical situations in the USA are as follows:

• Heart attack and bypass operation £50,000
• Fractured hip £20,000
• Simple bronchitis £4,000
• Pneumonia £30,000
• Simple gastroenteritis £3,000
• Appendectomy £20,000

Source: Ageas Insurance Ltd Sept 2010
Please note: Figures can vary enormously from state to state in the USA. Also bear in mind that the figures quoted are for medical treatment costs only and do not include the cost of getting home from the USA if repatriation is also needed.

Q. What are the most common claims?

A. More than seven out of ten claims made under Age UK Travel Insurance are the result of medical emergencies. Two out of ten claims relate to cancellation and fewer than one out of ten claims are to do with baggage or money.

Q. Where can I get more information on any other travel-related questions I might have?

A. More information can be obtained by contacting the Foreign & Commonwealth Office: Website: www.fco.gov.uk
Telephone: 0845 850 2829
Useful guides:
Travel Safe (FCO & Lonely Planet), World Wise (FCO & Lonely Planet), Checklist for Travellers (FCO)

 Download the Travel Insurance brochure - PDF (682KB)

*If you call the 0845 number, you may be transferred to an Age UK/Age Concern office, or Ageas Insurance Limited.

^Subject to medical screening and acceptance by underwriters.

Medical exclusions may apply and acceptance is not guaranteed. Terms, conditions and exclusions apply to this insurance.

Age UK Enterprises Limited is registered in England and Wales no 3156159. Registered address: Age UK Enterprises Limited, Tavis House 1-6 Tavistock Square, London WC1H 9NA.

Age UK Enterprises Limited is the commercial arm of Age UK (registered charity number 1128267) and donates its net profits to Age UK. Age UK is a registered trademark. The use of the name and logo ‘Age UK’ is done so under licence agreement between Age UK and Age UK Enterprises Limited. 

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