Travel FAQs

  1. Should I buy an annual or single trip travel policy?
  2. How do I know if my holiday destination is safe to travel to?
  3. I've booked a holiday to a destination which may become dangerous for travel and I no longer want to go there. Can I cancel my holiday with my tour operator?
  4. What happens if the Foreign and Commonwealth Office advises against travel to my holiday destination whilst I'm there?
  5. How can I keep track of Foreign and Commonwealth Office advice whilst I'm away?
  6. There has recently been terrorist activity where I'm going on holiday, but the Foreign and Commonwealth Office is not advising against travel there. Why is that?
  7. What happens if I'm the victim of a terrorist attack whilst abroad?
  8. I've decided to cancel my holiday, as I don't wish to travel due to the risk of terrorism. Can I claim under my esure travel insurance policy?
  9. Do I need baggage and money cover?
  10. I'm currently suffering from a medical problem. Will this be covered under my travel policy?
  11. I'm planning a six week holiday in Spain. Would such a long break be covered under your annual policy?
  12. I have four children. Do I need to pay extra for all of them to be covered under 'Family' cover?
  13. My partner and I live together but are not married. We also have children, so are we still eligible for the 'Family' rate?
  14. One of my children has turned 18 but would like to go on a family holiday this year - would they be covered?
  15. What happens if I have a problem abroad?
  16. Will I be covered for hazardous sports?
  17. If I apply online, will I be covered if I'm going on holiday today?
  18. What is the maximum age you'll cover?
  19. How can I pay for my esure policy?
  20. When and how do I get my documents?
  21. What if I delete the email telling me where my documents are?
  22. Can I have a printed copy of my documents?
  23. I need my documents in large print so I won’t be able to read the documents you email me. What should I do?
  24. How long will my documents be available online?
  25. How secure is my personal information?
  26. What should I do if I don't want you to send me any marketing material?
  27. How do I cancel my policy?
  28. How do I complain?
  29. How do I know if my cover has been accepted?
  30. How can I renew my policy?
  31. Can I renew my policy on this website?
  32. Can I renew my annual policy if I haven't yet received my renewal invitation?

 

1. Should I buy an annual or single trip travel policy?

The cover offered for our annual and single trip policies is almost identical. An annual policy could be more suitable for anyone who is likely to travel more once in a year.

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2. How do I know if my holiday destination is safe to travel to?

The Foreign and Commonwealth Office publishes up-to-date advice on every country and whether or not it's safe to travel there.

To view country specific advice visit the Foreign and Commonwealth Office website.

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3. I've booked a holiday to a destination which may become dangerous for travel and I no longer want to go there. Can I cancel my holiday with my tour operator?

If the Foreign and Commonwealth Office is not advising against travel to that destination, your tour operator will contend that it's safe to travel there. If you wish to cancel, you should check the terms and conditions of booking, paying particular attention to the section on cancellations.

If the Foreign and Commonwealth Office changes its advice and warns against all non-essential travel to your destination, your tour operator is still not legally obliged to make any concession. However, under the Association of British Travel Agents (ABTA) code of conduct, you should be offered the chance to defer your trip, choose an alternative holiday or have a full refund.

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4. What happens if the Foreign and Commonwealth Office advises against travel to my holiday destination whilst I'm there?

Your tour operator should arrange for your return immediately, free of charge. They should also reimburse you for any unused portion of your holiday. If you have not booked through a tour operator, please call our 24 hour emergency assistance on 0208 763 3285.

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5. How can I keep track of Foreign and Commonwealth Office advice whilst I'm away?

If you're worried your chosen destination may be unsafe during your stay, you can:

  1. call the esure 24 hour emergency assistance on 0208 763 3285 which can be found on the back of your policy booklet
  2. check the Foreign and Commonwealth Office website. Most hotels have internet access or a nearby internet cafe
  3. telephone the Foreign and Commonwealth Office Travel Advice Line on 0345 850 2829. This number is available 24 hours a day, 7 days a week. If you are calling from overseas you should call 00 44 1530 553424 (Monday to Friday, 8am - 8pm) and 00 44 2891 476754 at all other times. Alternatively, visit their website.

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6. There has recently been terrorist activity where I'm going on holiday, but the Foreign and Commonwealth Office is not advising against travel there. Why is that?

Unfortunately, terrorists operate in a large proportion of the world and advising, for this reason, against travel to all these countries would inhibit world travel and disrupt normal life.

It's worth noting that the risk of being involved in a terrorist attack is very small, especially where the advice of the Foreign and Commonwealth Office is taken.

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7. What happens if I'm the victim of a terrorist attack whilst abroad?

As a standard feature of this policy, Medical Expenses, Repatriation and Personal Accident cover is provided if you are a victim of a terrorist attack. All other sections of cover are excluded.

For advice you can call the Foreign and Commonwealth Office Travel Advice Line on 0345 850 2829. This number is available 24 hours a day, 7 days a week. If you are calling from overseas you should call 00 44 1530 553424 (Monday to Friday, 8am - 8pm) and 00 44 2891 476754 at all other times. Alternatively, visit their website.

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8. I've decided to cancel my holiday, as I don't wish to travel due to the risk of terrorism. Can I claim under my esure travel insurance policy?

Cancellation on the grounds of war or terrorism isn't covered by your policy.

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9. Do I need baggage and money cover?

Our annual and single trip policies give you the option of removing baggage and money cover if you're certain that it's covered by your home insurance. Please check your household insurance policy to ensure cover will be in place for the duration of your trip.

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10. I'm currently suffering from a medical problem. Will this be covered under my travel policy?

Our medical screening questionnaire will confirm whether claims relating to an existing medical condition will be covered on the policy. You simply need to complete an online quote or call us on 0345 600 3950 and we'll confirm whether a particular medical condition will be covered.

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11. I'm planning a six week holiday in Spain. Would such a long break be covered under your annual policy?

Our annual policy allows up to 45 days cover for any one trip and therefore a six week holiday is fine.

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12. I have four children. Do I need to pay extra for all of them to be covered under 'Family' cover?

Our family rates allow for an unlimited number of children to be covered.

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13. My partner and I live together but are not married. We also have children, so are we still eligible for the 'Family' rate?

Yes, provided they are named on the policy schedule.

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14. One of my children has turned 18 but would like to go on a family holiday this year - would they be covered?

Under our annual and single trip policies, if your child is in full-time education and travelling with you, then they would be fully covered up to the age of 22.

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15. What happens if I have a problem abroad?

We have a dedicated 24 hours a day, 365 days a year 24 hour emergency assistance line that you can contact from anywhere in the world. Simply call +44 (0) 208 763 3285.

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16. Will I be covered for hazardous sports?

Our annual and single trip policies provide cover whilst participating in some hazardous sports and these are listed in the Hazardous Sports section of the Policy Booklet. If you're taking part in any sport or activity not listed in the Policy Booklet, please contact us on 0345 600 3950 to check if you can be covered.

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17. If I apply online, will I be covered if I'm going on holiday today?

Provided you buy the cover before the start of the trip, you're covered as soon as you complete your application and payment online. You can get a quote here any time up to an hour before you travel. You'll be given details of your policy number and the 24 hour emergency assistance line. Please ensure you make a note of these to take on your trip. Your policy will be sent to you within 5 working days so you may wish to print the Policy Booklet from the website if you want to take the full details on holiday. (Please click here for a printable version of the Policy Booklet).

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18. What is the maximum age you'll cover?

The maximum age for an annual trip policy is 70. The maximum age for a single trip policy is 80.

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19. How can I pay for my esure policy?

We offer our customers a choice of easy payment methods. You can choose to pay your premium in a lump sum by Direct Debit, debit card or credit card. Payment online is via a secure server, which uses advanced encryption technology to ensure your details are safe during transmission.

We accept the following credit and debit cards:

credit and debit card logos

We also use ‘MasterCard Securecode’ for Maestro card payments, which is the online security measure developed by MasterCard.

After entering your Maestro card number online to make a purchase, you will be redirected to your issuing bank and asked to enter the password for your card. If the password is correct then your payment will be authorised.

If you have not yet been asked to set up a password for your card, you will be asked to do so.

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20. When and how do I get my documents?

Once your purchase is complete your personalised documents will be stored securely online. We will email you to let you know where and how to access them. To protect your security, we will provide you with a unique username and password. You can view and/or print out your documents, whichever you prefer.

You'll need Adobe Reader to view your documents. If you haven't already got it, click here for a free copy.

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21. What if I delete the email telling me where my documents are?

If you accidentally delete the email telling you how to access your documents, simply call our Customer Service team on 0345 600 3950 and we will re-send the email.

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22. Can I have a printed copy of my documents?

The documentation that you can access online will be in a printable format. However, if you are unable to print your documents or prefer to receive a paper copy, please call our Customer Service team on 0345 600 3950.

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23. I need my documents in large print so I won’t be able to read the documents you email me. What should I do?

We are committed to meeting the needs of all our customers. If you have a visual impairment, we can provide documents in large print, Braille or on audio cassette. Simply call our Customer Service team on 0345 600 3950 (lines open Mon-Fri 8am-8pm, Sat 9am-5pm) and we will arrange to send the documents in a format that suits you.

In addition, if you have a hearing or speech impairment, you can use Typetalk whenever you contact us, or contact us by specialised Textphone on 0800 316 0775 (lines open Mon-Fri 8am-8pm, Sat 9am-5pm).

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24. How long will my documents be available online?

Your insurance documentation will be available online for the duration of your policy. If you need to access your documentation after this time, please call our Customer Service team on 0345 600 3950.

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25. How secure is my personal information?

All your information, including your personal and medical information, is stored securely on our systems. Once your purchase is complete your personalised documents will be stored securely online. We'll send you an email with a secure link and a unique username and password to access your documents. We'll also ask you security questions based on the information you provided us with when you took out the policy.

We use the latest encryption technology SSL or Secure Socket Layer, which protects your payment details and all your personal information. For more information on security, please visit our privacy and security section.

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26. What should I do if I don't want you to send me any marketing material?

We give you an option to tell us during the quote process if you don't want to receive any marketing material. If you don't take up this option and change your mind at any future date, you can also email us at dpo@esure.com or write to the Data Protection Officer, esure, The Observatory, Reigate, Surrey, RH2 0SG. Please include your full name, address and date of birth.

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27. How do I cancel my policy?

If you are dissatisfied with the cover provided by your policy, you have 14 days to cancel from the date you receive your documents if you are a new customer or from the renewal date if you are an existing customer. As long as you have not made a trip and no incidents have arisen which could result in a claim under your policy, we will refund the premium you have paid. If you wish to cancel your policy at any other time, premiums paid will not be refunded.

If you wish to cancel your policy, please call our customer service line on 0345 600 3950.

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28. How do I complain?

We are committed to providing you with a first class service, but we recognise that there may be an occasion when you feel we may not have done this and you wish to make a complaint. We will always try to resolve any complaint speedily and at the earliest possible stage. The person dealing with your complaint will be authorised to settle it on our behalf. This section sets out our procedure.

In the first instance, please call:

0345 600 3951 if it is about your claim; or
0345 600 3950 if it is about any other matter.

We will try to resolve your complaint on receipt, but if this is not possible then we will send you a written acknowledgement no later than four working days after we receive your complaint. This will tell you the name of the person handling your complaint and enclose our complaints procedure leaflet.

We will write to you to confirm our resolution of your complaint. If we have not resolved it within four weeks, we will write to you again to explain why and tell you when we expect to give you our decision.

In the unlikely event that the problem has not been resolved to your satisfaction, you may contact our Customer Relations Manager who will review your complaint and send you our final decision in writing.

The address of our Customer Relations Manager is:

The Customer Relations Manager
esure travel insurance
PO Box 5001, Drake Circus
Plymouth
PL1 1XB

If we haven't resolved your complaint within 8 weeks, or if your complaint is still not resolved to your satisfaction, you have the right to refer your complaint to the Financial Ombudsman Service.

The contact details for the Financial Ombudsman Service are:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 1239 123 or 0800 0 234 567
www.financial-ombudsman.org.uk

The Financial Ombudsman Service will handle most complaints that you might have, but there are some instances that fall outside its authority. The Ombudsman's decision is binding upon us, but you are free to reject it without affecting your legal rights.

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29. How do I know if my cover has been accepted?

Once you've entered your payment details, the "Thank you for buying" page will be displayed. This page is confirmation of your cover, and will display your policy number and cover start date. Your policy documents will be posted to you by first class post, thePolicy Booklet is also available online.

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30. How can I renew my policy?

Approximately 4 weeks before your annual policy expires, we'll send you a renewal invitation by post which will give details of how to renew and what your new premium is.

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31. Can I renew my policy on this website?

Unfortunately, we don't currently offer the facility of renewing your annual travel insurance online. Instead call us on 0345 600 3949.

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32. Can I renew my annual policy if I haven't yet received my renewal invitation?

We'll send you a renewal invitation approximately 4 weeks before your policy expires. However, you can still renew your policy in advance of receiving your renewal invitation from 6 weeks before your renewal date. To do this please call us on 0345 600 3949 (office hours: Monday to Friday 8am to 8pm, Saturday 8am to 7pm and Sunday 10am to 5pm).

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