Travel FAQs
- Should I buy an annual or single trip travel policy?
- How do I know if my holiday destination is safe to travel to?
- 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?
- What happens if the Foreign, Commonwealth & Development Office advises against travel to my holiday destination whilst I'm there?
- How can I keep track of Foreign, Commonwealth & Development Office advice whilst I'm away?
- There has recently been terrorist activity where I'm going on holiday, but the Foreign, Commonwealth & Development Office is not advising against travel there. Why is that?
- What happens if I'm the victim of a terrorist attack whilst abroad?
- 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?
- Do I need baggage and money cover?
- I'm currently suffering from a medical problem. Will this be covered under my travel policy?
- I'm planning a six week holiday in Spain. Would such a long break be covered under your annual policy?
- I have four children. Do I need to pay extra for all of them to be covered under 'Family' cover?
- My partner and I live together but are not married. We also have children, so are we still eligible for the 'Family' rate?
- One of my children has turned 18 but would like to go on a family holiday this year - would they be covered?
- What happens if I have a problem abroad?
- Will I be covered for hazardous sports?
- If I apply online, will I be covered if I'm going on holiday today?
- What is the maximum age you'll cover?
- How can I pay for my esure policy?
- When and how do I get my documents?
- What if I delete the email telling me where my documents are?
- Can I have a printed copy of my documents?
- I need my documents in large print so I won’t be able to read the documents you email me. What should I do?
- How secure is my personal information?
- How do I object to receiving any marketing material?
- How do I cancel my policy?
- How do I complain?
- How do I know if my cover has been accepted?
- How can I renew my policy?
- Can I renew my policy on this website?
- What happens to my Travel Insurance during Brexit negotiations
- Can I get a refund for my Annual Travel Optional Extra?
- Can I claim if my holiday gets cancelled?
1. Should I buy an annual or single trip travel policy?
The cover offered for our annual and single trip policies is the same. An annual policy could be more suitable for anyone who is likely to travel more once in a year.
2. How do I know if my holiday destination is safe to travel to?
The Foreign, Commonwealth & Development 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, Commonwealth & Development Office website.
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, Commonwealth & Development 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, Commonwealth & Development 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.
4. What happens if the Foreign, Commonwealth & Development 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: +44 (0)203 926 0272 for travel policies travel policies bought/renewed before 1st September 2021 +44 (0) 1403 788 721 for policies bought/renewed after 1st September 2021 (if you are anywhere except the USA or Canada) or +1 844 780 0494 (if you are in the USA or Canada)
5. How can I keep track of Foreign, Commonwealth & Development Office advice whilst I'm away?
If you're worried your chosen destination may be unsafe during your stay, you can check the Foreign, Commonwealth & Development Office website. https://www.gov.uk/foreign-travel-advice or call our 24 hour emergency assistance on:
- +44 (0)203 926 0272 for travel policies travel policies bought/renewed before 1st September 2021
- +44 (0) 1403 788 721 for policies bought/renewed after 1st September 2021 (if You are anywhere except the USA or Canada) or +1 844 780 0494 (if You are in the USA or Canada)
6. There has recently been terrorist activity where I'm going on holiday, but the Foreign, Commonwealth & Development 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, Commonwealth & Development Office is taken.
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 visit the Foreign, Commonwealth & Development Office website.
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.
9. Do I need baggage and money cover?
Our annual and single trip policies offer a range of cover levels for your baggage and money. Please choose the level of cover that suits your needs.
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.
11. I'm planning a six week holiday in Spain. Would such a long break be covered under your annual policy?
If your policy was bought/renewed after 1st September 2021 then cover for this trip duration is available on both single trip & annual policies, but is subject to age.
Single Trip Policies - Age 84 years or under.
Maximum trip limit is 90 days.
Multi-Trip Policies - Age 74 years or under.
Maximum trip limit for Essential policies is 22 days
Maximum trip limit for Classic policies is 32 days
Maximum trip limit for Extra policies is 45 days
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 up to five children to be covered.
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.
14. One of my children has turned 18 but would like to go on a family holiday this year - would they be covered?
Our family policies can cover two adults (aged 18 or over) and up to five of their children (aged 17 and under). If your child is 18 or over, simply choose a group policy.
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)203 926 0272 if your travel policy was bought/renewed before 1st September 2021. Or if your travel policy was bought/renewed after 1st September 2021; call +44 (0) 1403 788 721 (if You are anywhere except the USA or Canada) or +1 844 780 0494 (if You are in the USA or Canada)
16. Will I be covered for hazardous sports?
Our annual and single trip policies provide cover whilst participating in some adventurous sports and these are listed in the Hazardous Activities and Sport 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.
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 documents will be emailed to you or posted to you. If you selected the postage option, they 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 to find our latest Policy Booklets.
18. What is the maximum age you'll cover?
If you bought/renewed your cover after 1st September 2021:
Single Trip Policies - Maximum age is 84 years
Multi-Trip Policies - Maximum age is 74 years
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:
20. When and how do I get my documents?
Once your purchase is complete your personalised documents will be emailed to you. 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.
If you opt to receive your documents by post, your policy documents will be posted to you and should arrive in 5 days.
21. What if I delete the email telling me where my documents are?
If you accidentally delete the email with your travel insurance documents, simply call our Customer Service team on 0345 600 3950 and we will re-send the email.
22. Can I have a printed copy of my documents?
If you would prefer to receive a paper copy, please call our Customer Service team on 0345 600 3950.
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 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 9am-5pm).
24. How secure is my personal information?
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.
25. How do I object to receiving marketing material?
You can object to receiving marketing from us at any time. Please provide your details on the following online form: www.esure.com/unsubscribe ; follow the unsubscribe link in our marketing emails or SMS; or send us your name, address and date of birth via email to [email protected] or by post to: Data Protection Officer, esure, The Observatory, Reigate, RH2 0SG
26. 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. Provided you have not travelled or claimed, or intend to make a claim, on the policy, we will refund the premium you have paid in full.
Your right to cancel during a cooling-off period does not apply to Single-trip policies of less than one month duration and if you cancel such a policy, you
may not be entitled to any refund.
If the notice of cancellation is received outside of the 14 day cooling-off period no premium will be refunded. However, discretion may be exercised in exceptional circumstances such as bereavement or a change to your policy resulting in us declining to
cover your medical conditions.
If you wish to cancel your policy, please go to Hood Travel - https://myesure.hoodtravel.co.uk or call our customer service line on 0345 600 3950.
27. 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.
If your travel policy was bought/renewed before 1st September 2021, in the first instance, please call:
0203 829 6604 if it is about your claim: or
0345 600 3950 if it is about any other matter.
If your travel policy was bought/renewed after 1st September 2021, in the first instance, please call:
01403 289 151 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
Travel Insurance Complaints Team,
52/54 Alexandra Street
Southend-on-Sea
SS1 1BJ
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.
28. 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 emailed to you or posted, if you have selected this option. The Policy Booklet is also available online.
29. How can I renew my policy?
Approximately 4 weeks before your annual policy expires, we'll send you a renewal invitation by email which will give details of how to renew and what your new premium is.
30. 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.
31. What do I need to know about my travel insurance after 1st January 2021?
Your travel insurance will continue to work in the normal way however the European Health Insurance Card (EHIC) has now been replaced by the Global Health Insurance Card (GHIC) but will continue on the same terms.
Once your EHIC has expired, you’ll be able to replace it with a GHIC.
This will ensure that you can still get "necessary healthcare" from state services when you’re visiting an EU country.
For further information on the changes to the EHIC and wider considerations for travel in Europe, please visit the Government website.
General European travel information:
https://www.gov.uk/visit-europe-1-january-2021
Specific information on applying for a GHIC:
NHS website - https://www.nhs.uk/using-the-nhs/healthcare-abroad/apply-for-a-free-uk-global-health-insurance-card-ghic/
It is important that whenever and wherever you travel that you have adequate travel insurance which covers your specific needs, including any known medical conditions or activities you plan to do. You should also check the detail of the policy around travel disruption including delays or cancellations as policies do vary. You should keep your travel insurance documents or the emergency medical assistance contact number with you.
In the event of severe travel disruption at ports or airports, customers are being advised that airlines, travel agents or credit card providers would be the first port of call for financial compensation.
32. Can I get a refund for my Annual Travel Optional Extra?
If you feel that the travel product that you have added to your home insurance policy no longer suits your needs due to restrictions on travel that Covid-19 has caused, then please do let us know and we will be able to remove this with no cancellation fee. As long as you have not made a claim on your policy since you first bought or renewed it, we may also be able to give you a refund for the time left unused on the policy.
Should you wish to buy travel cover with us at a later date, our other esure travel products will be available to purchase and will no longer need to be linked to your home policy. These products will give you an option to buy a policy that has COVID-19 cover protection.
33. Can I claim if my holiday gets cancelled?
If your trip has been cancelled, your first step should be to contact your travel and/or accommodation provider for a refund. If you paid any part with your debit or credit card, you may also contact the payment provider for a refund. Claiming a refund from either your travel operator or your card provider may lead to a better outcome for yourself than claiming via your travel insurance, as you may be able to claim the full amount you paid without having to pay an excess. You could also potentially recover losses for all the party members on the booking, some of whom may not have taken insurance. You can find further useful information on refund options available and check if they apply to you on the Money Advice website - https://www.moneyadviceservice.org.uk/en/articles/coronavirus-and-travel-insurance.
However, if you’ve been unable to get a refund from your travel and/or accommodation provider or your payment provider, please contact us to make a claim