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AXA Travel Insurance Policy booklet

Contents

1. atmospheric or climatic conditions moth vermin any process of cleaning repairing or restoring mechanical or electrical breakdown 10 Anything mentioned in What is not covered applicable to all sections of he policy Claims evidence We will require at your own expense the following evidence where relevant 1 A police report from the local Police in the country where the incident occurred for all loss theft or attempted theft 2 A Property Irregularity Report from the airline or a letter from the carrier where loss theft or damage occurred in their custody 3 A letter from your tour operator s representative hotel or accommodation provider where appropriate All travel tickets and tags for submission 5 Proof of ownership such as an original receipt a valuation original user manual or bank or credit card statements for items lost stolen or damaged and for all items of clothing medication and toiletries replaced if your baggage is temporarily lost in transit for more than 12 hours 6 A letter from the carrier confirming the number of hours your baggage was delayed for Repair report where applicable 8 Details of any household travel or other insurance under which you could also claim a nN 28 Section F Personal money passport and documents What is covered ali We will pay you up to the amounts shown below for the accidental loss of theft of or damage to personal money and documents inclu
2. Significant or unusual limitations or what is not covered 1 The standard excesses and any increased amount you have agreed to pay will be shown within your policy wording 2 Anytrip that has already begun when you purchase this insurance will not be covered What is not covered applicable to all sections of the policy 1 War risks civil commotion terrorism except under Section B Emergency medical and other expenses Section C Hospital benefit and Section D Personal accident unless caused by nuclear chemical or biological attack sonic bangs radioactive contamination 2 There are a number of sports activities and winter sports that are not covered Please see paragraphs 4 5 and 6 in What is not covered applicable to all sections of the policy in the policy wording 3 Climbing on or jumping from vehicles buildings or balconies regardless of the height Wilful self inflicted injury suicide drug use or solvent abuse 5 You drinking too much alcohol or you are suffering from alcohol dependence or directly or indirectly from the symptoms of alcohol withdrawal resulting in a claim 6 Unlawful actions and any criminal proceedings brought against you 7 Travel to a country specific area or event which the Travel Advice Unit of the Foreign and Commonwealth Office FCO has advised against all travel or all but essential travel a What is not covered under Section A Cancellation or curtailment charges 1 Misco
3. carrier or authority confirming details of the strike industrial action or adverse weather conditions 3 Your unused travel tickets 34 Section I Missed departure continued 4 Receipts or bills or proof of purchase for any transport accommodation or other costs charges or expenses claimed for 5 Inthe case of an accident to or breakdown of the vehicle in which you are travelling a repairers or breakdown company s report or other evidence from the relevant highway authority or local authority 6 Inthe case of the breakdown of any vehicle owned by you a copy of the last service report confirming that the vehicle has been serviced properly and maintained in accordance with manufacturer s instructions 7 Details of any travel or other insurance under which you could also claim 35 Section J Legal expenses and assistance What is covered We will pay up to 5 000 for legal costs to pursue a civil action for compensation against someone else who causes you bodily injury illness or death Where there are two or more insured persons insured by this policy then the maximum amount we will pay for all such claims shall not exceed 10 000 Special conditions relating to claims 1 We shall have complete control over the legal case through agents we nominate by appointing agents of our choice on your behalf with the expertise to pursue your claim 2 You must follow our agent s advice and provide any information and ass
4. meals refreshments accommodation transfers communication facilities or other assistance 4 Any travel and accommodation costs charges and expenses where the public transport operator has offered reasonable alternative travel arrangements within 12 hours of the scheduled time of departure What is not covered under Section I Missed departure 1 Strike or industrial action existing or being publicly announced by the date you purchased this insurance or at the time of booking any trip 2 Your failure to arrive at the departure point in time to board any connecting public transport after your departure on the initial international outbound and return legs of the trip 3 Claims arising directly or indirectly from volcanic eruptions and or volcanic ash clouds Duration This policy is for a single trip Cancellation period You are free to cancel this policy at any time If you wish to cancel within 14 days of receipt of the policy documents you may do so by contacting the agent from which you purchased the policy providing you have not travelled and no claim has been made If you cancel after the first 14 days of receipt of the documents no premium refund will be made See General conditions applicable to the whole policy in the policy wording for full details Claim notification To make a claim contact 0845 366 2217 except for Legal expenses where you should contact 0845 366 2214 Making a complaint Any complaint you may have shou
5. 3 Ifyou cancel the trip due to a stress anxiety depression or any other mental or nervous disorder that you are suffering from you must provide at your own expense a medical certificate from either a registered mental health professional if you are under the care of a Community Mental Health Team or if not a consultant specialising in the relevant field or b any other bodily injury illness disease or complications arising as a direct result of pregnancy you must provide at your own expense a medical certificate from a medical practitioner stating that this necessarily and reasonably prevented you from travelling We need the medical certificate completed as soon as you find out it is necessary to cancel the trip as any delay in seeing a medical practitioner could mean that your symptoms are no longer present If you cannot get an immediate appointment please make one for as early as possible and keep all details of this to help substantiate your claim 4 You must get at your own expense a repair report from the contractor who carried out the necessary repairs to make your home secure confirming the cause of the damage and the cost of the repairs X What is not covered 1 The first 100 of each and every claim per incident claimed for under this section by each insured person 2 The cost of your unused original tickets where AXA Assistance or we have arranged and paid for you to come home following curtailment of the trip If
6. Kingdom redundancy payment legislation and at the time of booking the trip there was no reason to believe anyone would be made redundant ono na 20 Section A Cancellation or curtailment charges continued 4 You or any person who you are travelling or have arranged to travel with are a member of the Armed Forces Territorial Army Police Fire Nursing or Ambulance Services or employees of a Government Department and have your their authorised leave cancelled or are called up for operational reasons provided that the cancellation or curtailment could not reasonably have been expected at the time when you purchased this insurance or at the time of booking any trip 5 The Police or other authorities requesting you to stay at or return to your home due to serious damage to your home caused by fire aircraft explosion storm flood subsidence fallen trees collision by road vehicles malicious people or theft Special conditions relating to claims 1 You must get the prior approval of AXA Assistance to confirm the necessity to return home prior to curtailment of the trip due to death bodily injury illness disease or complications arising as a direct result of pregnancy 2 If you fail to notify the travel agent tour operator or provider of transport or accommodation as soon as you find out it is necessary to cancel the trip the amount we will pay will be limited to the cancellation charges that would have otherwise applied
7. by you when you receive calls on your mobile phone from AXA Assistance for which you are able to provide receipts or other reasonable evidence to show the cost of the calls 5 The cost of taxi fares for your travel to or from hospital relating to your admission discharge or attendance for outpatient treatment or appointments and or for collection of medication prescribed for you by the hospital 6 If you die a outside your home area the reasonable additional cost of funeral expenses abroad up to a maximum of 1 500 plus the reasonable cost of returning your ashes to your home or the additional costs of returning your body to your home b within your home area the reasonable additional cost of returning your ashes or body to your home up to a maximum of 750 7 Reasonable additional transport and or accommodation expenses incurred up to the standard of your original booking for example full or half board all inclusive bed and breakfast self catering or room only if it is medically necessary for you to stay beyond your scheduled return date This includes with the prior authorisation of AXA Assistance reasonable additional transport and or accommodation expenses for a travelling companion friend or close relative to stay with you or travel to you from the United Kingdom or escort you Also additional travel expenses to return you to your home or a suitable hospital nearby if you cannot use the return ticket 8 With the prior a
8. estate X What is not covered 1 Anything mentioned in What is not covered applicable to all sections of the policy Claims evidence We will require at your own expense the following evidence where relevant 1 Inthe event of death the original death certificate 2 A medical certificate or report in relation to claims for loss of limb loss of sight or permanent total disablement Section E Baggage WY What is covered 1 We will pay you up to 1 000 for the accidental loss of theft of or damage to baggage and valuables The amount payable in the event of a total loss will be the value at today s prices less a deduction for wear tear and depreciation loss of value or we may replace reinstate or repair the lost or damaged baggage and or valuables The maximum we will pay you for the following items is a 150 for any one article pair or set of articles b 250 for the total for all valuables 2 Weill also pay you up to 100 for the emergency replacement of clothing medication and toiletries if your baggage is temporarily lost in transit during the outward journey and not returned to you within 12 hours as long as we receive written confirmation from the carrier confirming the number of hours the baggage was delayed If the loss is permanent we will deduct the amount paid from the final amount to be paid under this section Special conditions relating to claims 1 You must report to the local Police in the countr
9. for reasonable additional accommodation room only and travel expenses necessarily incurred in reaching your overseas destination or returning to the United Kingdom if you fail to arrive at the departure point including for residents of Northern Ireland any departure point in the Republic of Ireland in time to board the public transport on which you are booked to travel on for the initial international outbound and return legs only of the trip as a result of 1 the failure of other public transport or 2 anaccident to or breakdown of the vehicle in which you are travelling or 3 anaccident or breakdown happening ahead of you on a public road which causes an unexpected delay to the vehicle in which you are travelling or 4 strike industrial action or adverse weather conditions If the same expenses are also covered under Section H Delayed departure you can only claim under one section for the same event Depending on the cover you have selected you should always check which section is more specific to the event and or provides the highest level of cover before claiming Special conditions relating to claims 1 You must allow enough time for the public transport or other transport to arrive on schedule and to deliver you to the departure point X What is not covered 1 The first 100 of each and every claim per incident claimed for under this section by each insured person 2 Claims arising directly or indirectly from a Stri
10. however you have not purchased a return ticket we reserve the right to deduct the cost of an economy flight based on the cost applicable on the date you come home from any additional costs we have incurred which are medically necessary to repatriate you to your home 3 Any claims arising directly or indirectly from a Your misconduct or misconduct by any person who you are travelling with or have arranged to travel with leading to dismissal your their resignation voluntary redundancy you them entering into a compromise agreement or where you they had received a warning or notification of redundancy before you purchased this insurance or at the time of booking any trip 21 Section B Emergency medical and other expenses b Circumstances known to you before you purchased this insurance or at the time of booking any trip which could reasonably have been expected to lead to cancellation or curtailment of the trip c Volcanic eruptions and or volcanic ash clouds 4 Travel tickets paid for using any airline mileage or supermarket reward scheme for example Avios formerly known as Air Miles unless evidence of specific monetary value can be provided 5 Accommodation costs paid for using any Timeshare Holiday Property Bond or other holiday points or supermarket reward scheme In addition any property maintenance costs or fees incurred by you as part of your involvement in such schemes is not covered 6 Anything mentioned in What is no
11. is not covered 1 The first 150 of each and every claim arising from the same incident claimed for under this section in relation to any temporary holiday accommodation occupied by you 2 Compensation or legal costs arising directly or indirectly from a Liability which has been assumed by you under agreement such as a hire agreement unless the liability would have existed without the agreement b Pursuit of any business trade profession or occupation or the supply of goods or services c Ownership possession or use of mechanically propelled vehicles aircraft or watercraft other than surfboards or manually propelled rowing boats punts or canoes d The transmission of any contagious or infectious disease or virus 3 Anything mentioned in What is not covered applicable to all sections of the policy Claims evidence We will require at your own expense the following evidence where relevant 1 Fulldetails in writing of any incident 2 Any cour claim form summons letter of claim or other document must be sent to us as soon as you receive it 3 Details of any household travel or other insurance under which you could also claim Section H Delayed departure Special definition relating to this section which is shown in italics Package means the pre arranged combination of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of
12. members of your household b Help make decisions on insurance policies and claims for you and members of your household c Trace debtors recover debt prevent fraud and to manage your insurance policies d Check your identity to prevent money laundering Undertake credit searches and additional fraud searches Definitions These definitions apply throughout your policy booklet Where we explain what a word means that word will appear highlighted in bold print and have the same meaning wherever it is used in the policy We have listed the definitions alphabetically Baggage means luggage clothing personal effects and other articles but excluding valuables personal money and documents of any kind which belong to you or for which you are legally responsible which are worn used or carried by you during any trip Bodily injury means an identifiable physical injury caused by sudden unexpected external and visible means including injury as a result of unavoidable exposure to the elements Business trip means a trip taken wholly or in part for business purposes but excluding manual work Close business associate means any person whose absence from business for one or more complete days at the same time as your absence prevents the proper continuation of that business Close relative means mother father sister brother wife husband civil partner daughter son grandparent grandchild parent in law son in la
13. number please call 44 203 285 7998 The claim notification must be made within 31 days or as soon as possible after that following any bodily injury illness disease incident event redundancy or the discovery of any loss theft or damage which may lead to a claim under this policy You must also tell us if you are aware of any court claim form summons or impending prosecution Every communication relating to a claim must be sent to us as soon as possible You or anyone acting on your behalf must not negotiate admit or repudiate refuse any claim without our permission in writing and cooperate fully with us in our investigations into the circumstance of your claim Each section of this policy contains Special conditions relating to claims You should refer to the particular section under which you are claiming for further details of what you must do following the incident or event which has caused the claim You or your legal representatives must supply at your own expense all information relevant to the claim detailed under Claims evidence at the end of each section You should refer to the particular section under which you are claiming for further details of the evidence that we need to deal with your claim We reserve the right to require you to undergo an independent medical examination at our expense We may also request and will pay for a post mortem examination You must retain any property which is damaged and if requested se
14. occurred 1 in both eyes if your name is added to the Register of Blind Persons on the authority of a fully qualified ophthalmic specialist and 2 in one eye if the degree of sight remaining after correction is 3 60 or less on the Snellen scale which means only seeing at 3 metres what you should see at 60 metres What is covered We will pay one of the benefits shown below if you sustain bodily injury which shall solely and independently of any other cause result within two years in your death loss of limb loss of sight or permanent total disablement BENEFIT Up to age 15 Age 16 years Age 65 years inclusive to 64 years years and inclusive over 1 Death 1 000 5 000 1 000 2 Loss of one or 5 000 5 000 Not covered more limbs and or loss of sight in one or both eyes 3 Permanent total 5 000 5 000 Not covered disablement Special conditions relating to claims 1 Our medical practitioner may examine you as often as they consider necessary if you make a claim Provisions 1 Benefit is not payable to you a Under more than one of items 1 2 or 3 b Under item 2 if the permanent loss of use is only partial and not total and complete being 100 26 Section E Baggage continued c Under item 3 until one year after the date you sustain bodily injury d Under item 3 if you are able or may be able to carry out any relevant occupation after one year 2 Benefit 1 will be paid to the deceased insured person s
15. orders of a medical practitioner outside your home area up to a maximum of 200 as a result of bodily injury illness or disease you sustain We will pay the amount above in addition to any amount payable under Section B Emergency medical and other expenses This payment is meant to help you pay for additional expenses such as taxi fares and phone calls incurred by your visitors during your stay in hospital Special conditions relating to claims 1 You musttell AXA Assistance as soon as possible of any bodily injury illness or disease which necessitates your admittance to hospital as an in patient compulsory quarantine or confinement to your accommodation on the orders of a medical practitioner X What is not covered 1 Any claims arising directly or indirectly from a Any additional period of hospitalisation compulsory quarantine or confinement to your accommodation i relating to treatment or surgery including exploratory tests which are not directly related to the bodily injury illness or disease which necessitated your admittance into hospital ii relating to treatment or services provided by a convalescent or nursing home or any rehabilitation centre iii following your decision not to be repatriated after the date when in the opinion of AXA Assistance it is safe to do so b Hospitalisation compulsory quarantine or confinement to your accommodation i relating to any form of treatment or surgery which in the opinion of AXA As
16. registration number 202312 This can be checked on the Financial Services Register by visiting the FCA s website at www fca org uk or by contacting them on 0800 111 6768 Data Protection Act Notice To set up and administer your policy we will hold and use information about you supplied by you and by medical providers We may send it in confidence for processing to other companies acting on our instructions including those located outside the European Economic Area Please note insurers exchange information with various databases to help check the information provided and prevent fraudulent claims Introduction continued Fraud prevention To keep premiums low we do participate in a number of industry initiatives to prevent and detect fraud To help prevent crime we may 1 2 Share information about you with other organisations and public bodies including the Police Share information about you within the AXA Group and with other insurers Pass your details to recognised centralised insurance industry applications and claims review systems for example the Travel Claims Database where your details may be checked and updated Check your details with fraud prevention agencies and databases If you give us false or inaccurate information and we suspect fraud we may record this with fraud prevention agencies Search records held by fraud prevention and credit agencies to a Help make decisions about credit services for you and
17. will also need to show your UK passport You will however have to pay the same charges as New Zealanders for treatment at a doctor s surgery or for prescribed medication Contact AXA Assistance on telephone number 44 845 366 2215 Or if you are in a country that does not accept the above international phone number please call 44 203 285 7998 Section A Cancellation or curtailment charges What is covered We will pay you up to 750 for your proportion only of any irrecoverable unused travel and accommodation costs and other pre paid charges including excursions up to 100 which you have paid or are contracted to pay together with your proportion only of any reasonable additional travel expenses incurred if a cancellation of the trip is necessary and unavoidable or b the trip is curtailed before completion as a result of any of the following events 1 The death bodily injury illness disease or complications arising as a direct result of pregnancy of a you any person who you are travelling or have arranged to travel with any person who you have arranged to stay with your close relative your close business associate 2 You or any person who you are travelling or have arranged to travel with being quarantined called as a witness at a Court of Law or for jury service attendance 3 Redundancy of you or any person who you are travelling or have arranged to travel with which qualifies for payment under current United
18. 2215 Or if you are in a country that does not accept the above international phone number please call 44 203 285 7998 Legal expenses only 0845 366 2214 Telephone calls may be monitored or recorded 38 This document is available in other formats If you would like a Braille large print or audio version please contact the agent from which you purchased the policy www axa co uk TUI UK Limited TUI UK Retail Ltd and Falcon Leisure Group Overseas Limited trading as First Choice and Thomson arrange travel insurance underwritten by AXA Insurance UK plc TUI UK Limited TUI UK Retail Limited and Falcon Leisure Group Overseas Ltd are Appointed Representatives of AXA Insurance UK plc which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under Financial Services Register number 202312 The registered office is 5 Old Broad Street London EC2N 1AD Registered number 78950 Calls are monitored and recorded redefining standards Vis ACPDO203P E Flights 11 13 34890
19. 9 Unlawful action Your own unlawful action or any criminal proceedings against you 10 Additional loss or expense Any other loss damage or additional expense following on from the event for which you are claiming unless we provide cover under this insurance Examples of such loss damage or additional expense would be the cost of replacing locks after losing keys costs incurred in preparing a claim or loss of earnings following bodily injury illness or disease 15 Sports and activities covered 11 Armed Forces Operational duties of a member ofthe Armed Forces otherthan claims arising from authorised leave being cancelled due to operational reasons as provided for under subsection 1 d of Section A Cancellation or curtailment charges 12 Travelling against FCO advice Your travel to a country specific area or event when the Travel Advice Unit of the Foreign amp Commonwealth Office FCO or regulatory authority in a country to from which you are travelling has advised against all or all but essential travel Sports and activities covered The following lists detail the sports and activities that this policy will cover without charge or can be covered when you have paid the appropriate additional premium under Section B Emergency medical and other expenses Section D Personal accident and Section G Personal Liability when you are participating on a recreational and non professional basis during any trip Any
20. AXA Travel Insurance Policy booklet November 2013 F redefining standards a Contents Policy summary travel insurance Introduction Definitions General conditions applicable to the whole policy Claims conditions Important conditions relating to health What is not covered applicable to all sections of the policy Sports and activities covered Emergency and medical service Reciprocal health agreements with other countries Sections of cover Section A Cancellation or curtailment charges Section B Emergency medical and other expenses Section C Hospital benefit Section D Personal accident Section E Baggage Section F Personal money passport and documents Section G Personal liability Section H Delayed departure Section Missed departure Section J Legal expenses and assistance Making a complaint Important telephone numbers R 12 13 14 15 16 19 19 20 22 25 26 27 29 30 31 34 36 37 38 This policy summary does not contain full details and conditions of your insurance these are located in your policy wording This insurance is underwritten by AXA Insurance UK plc Travel insurance for single trips only This policy is not available to anyone aged 86 or over I J l resident This policy is only available to you if you are permanently resident in the United Kingdom and registered with a medical practitioner in the United Kingdom It is essential t
21. U EEA or Switzerland If we agree to pay for a medical expense which has been reduced because you have used either a European Health Insurance Card or private health insurance we will not deduct the excess under Section B Emergency medical and other expenses 19 Section A Cancellation or curtailment charges Australia If you need medical treatment in Australia you must enrol with a local MEDICARE office You do not need to enrol when you arrive but you must do this after the first occasion you receive treatment In patient and out patient treatment at a public hospital will then be available free of charge Details of how to enrol and the free treatment available can be found by visiting the MEDICARE website on www medicareaustralia gov au or by emailing medicare medicareaustralia gov au Alternatively please call AXA Assistance for guidance If you are admitted to hospital you must contact AXA Assistance as soon as possible and get their authorisation for any treatment not available under MEDICARE New Zealand United Kingdom citizens on a short term visit to New Zealand are eligible for treatment medical hospital and related on the same basis as citizens of New Zealand Ifthe treatment relates to an existing medical condition or anew condition arises then a medical practitioner must agree in each case that prompt treatment is needed before your trip ends if treatment is to be provided under the reciprocal agreement You
22. ach insured person 9 Travel accommodation and incidental costs incurred to pursue a civil action for compensation 10 The costs of any Appeal 11 Claims by you other than in your private capacity 12 Anything mentioned in What is not covered applicable to all sections of the policy Claims evidence We will require at your own expense the following evidence where relevant 1 Relevant documentation and evidence to support your claim including photographic evidence 2 Details of any travel or other insurance under which you could also claim 36 Making a complaint Making a complaint AXA Insurance UK plc aims to provide the highest standard of service to every customer If our service does not meet your expectations we want to hear about it so we can try to put things right All complaints we receive are taken seriously The following will help us understand your concerns and give you a fair response Making your complaint If your complaint relates to a claim on your policy please contact the department dealing with your claim If your complaint relates to your policy please contact the agent from which you purchased it When you make contact please provide the following information Your name address and postcode telephone number and e mail address if you have one Your policy and or claim number and the type of policy you hold The name of your insurance agent firm if applicable The reason for your
23. another responsible adult Home means your normal place of residence in the United Kingdom Home area For residents of the United Kingdom excluding Channel Islands and the Isle of Man your home area means the United Kingdom excluding Channel Islands and the Isle of Man For residents of the Channel Islands and the Isle of Man your home area means either the particular Channel Island on which you live or the Isle of Man depending on where your home is Definitions continued Insured Person See definition of You Your Yourself Insured person Medical condition means any disease illness or injury Medical practitioner means a registered practising member of the medical profession recognised by the law of the country where they are practising who is not related to you or any person who you are travelling with Period of insurance means the period of the trip and terminating upon its completion but not in any case exceeding the period shown in your booking confirmation Under these policies Section A Cancellation cover will be operative from the time you pay the premium For all other sections of the policy including Section A curtailment cover the insurance starts when you leave your home or for a business trip your place of business whichever is the later to start the trip and ends at the time of your return to your home or place of business whichever is the earlier on completion of the trip However any trip that had alr
24. arising directly or indirectly from 1 War risks civil commotion and terrorism War invasion acts of foreign enemies hostilities or warlike operations whether war be declared or not civil war rebellion terrorism revolution insurrection civil commotion assuming the proportions of or amounting to an uprising military or usurped power but this exclusion shall not apply to losses under Section B Emergency medical and other expenses Section C Hospital benefit and Section D Personal accident unless such losses are caused by nuclear chemical or biological attack or the disturbances were already taking place at the beginning of any trip 2 Radioactive contamination lonising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from combustion of nuclear fuel the radioactive toxic explosive or other hazardous properties of any nuclear assembly or nuclear component of such assembly 3 Sonic bangs Loss destruction or damage directly caused by pressure waves caused by aircraft and other aerial devices travelling at sonic or supersonic speeds 4 Professional sports or entertaining Your participation in or practice of any professional sports or professional entertaining 5 Other sports or activities Your participation in or practice of any other sport or activity manual work driving any motorised vehicle or racing unless a specified in the list on page 17 or b shown as cov
25. complaint Any written correspondence should be headed COMPLAINT and you may include copies of supporting material Beyond AXA Should you remain dissatisfied following our final written response you may be eligible to refer your case to the Financial Ombudsman Service FOS The FOS is an independent body that arbitrates on complaints about general insurance products You have six months from the date of our final response to refer your complaint to the FOS This does not affect your right to take legal action If we cannot resolve your complaint you may refer it to the Financial Ombudsman Service at the address given below The Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR Tel 0300 123 9123 or 0800 023 4567 Fax 020 7964 1001 Email complaint info financial ombudsman org uk Our promise to you We will e Acknowledge all complaints promptly e Investigate quickly and thoroughly e Keep you informed of progress e Do everything possible to resolve your complaint e Use the information from complaints to continuously improve our service We may record or monitor telephone calls 37 Important telephone numbers Important telephone numbers Customer helpline 0845 366 2212 Online support team 0845 366 2212 Medical screening 0845 366 2216 or www yourmedicalscreening co uk All claims excluding legal expenses 0845 366 2217 Medical assistance and or repatriation claims 44 845 366
26. ding the unused portion of passports visas and driving licences We will also cover foreign currency during the 72 hours immediately before your departure on the outward journey The maximum we will pay for the following items is a 100 for bank notes currency notes and coins b 50 for bank notes currency notes and coins if you are under the age of 16 c 150 for all other personal money and documents including the cost of the emergency replacement or temporary passport or visa obtained outside your home area and the value of the unused portion of your passport visa or driving licence We will pay you up to 150 for reasonable additional travel and accommodation expenses necessarily incurred outside your home area to obtain a replacement of your passport or visa which has been lost or stolen outside your home area Special conditions relating to claims 1 2 4 You must report to the local Police in the country where the incident occurred within 24 hours of discovery or as soon as possible after hat and get at your own expense a written report of the loss theft or attempted theft of all personal money passports or documents f personal money passports or visas are lost stolen or damaged while in the care of a hotel or your accommodation provider you must report details of the loss theft or damage to them in writing and get at your own expense written confirmation Keep all travel tickets and ags for submissi
27. ding officer concerned confirming cancellation of authorised leave or call up for operational reasons 11 In the case of serious damage to your home a report from the Police or relevant authority Where flooding or other damage is so widespread hat the Police or other authorities could not be present then a report from your household insurers or the contractor engaged to carry out repairs to your home 12 Details of any travel private medical or other insurance under which you could also claim oo Section B Emergency medical and other expenses What is covered We will pay you up to 2 000 000 for the following expenses which are necessarily incurred during a trip as a result of you suffering unforeseen bodily injury illness disease and or compulsory quarantine 1 Emergency medical surgical hospital ambulance and nursing fees and charges incurred outside of your home area 22 Section B Emergency medical and other expenses continued 2 Emergency dental treatment for the immediate relief of pain up to a limit of 150 incurred outside of your home area 3 The cost of mountain rescue services incurred outside of your home area up to a maximum of 30 000 where medically necessary 4 Costs of telephone calls a to AXA Assistance notifying and dealing with the problem for which you are able to provide receipts or other reasonable evidence to show the cost of the calls and the numbers you telephoned b incurred
28. e fitted with a lid closing off the luggage area or of an estate car with a fitted and engaged tray or roller blind cover behind the rear seats 3 The fixed storage units of a locked motorised or towed caravan 4 Alocked luggage box locked to a roof rack which is itself locked to the vehicle roof 10 Definitions continued Terrorism means an act including but not limited to the use of force or violence and or the threat thereof of any person or group s of persons whether acting alone or on behalf of or in connection with any organisation s or governments committed for political religious ideological or similar purposes including the intention to influence any government and or to put the public or any section of the public in fear Trip means any holiday business or pleasure trip or journey made by you within the area of travel shown in the insurance details contained in your booking confirmation which begins and ends in your home area or place of business during the period of insurance but with cover for one way trips or journeys ceasing 12 hours after you first leave the immigration control of the country in which your final destination is situated However any trip that had already begun when you purchased this insurance will not be covered Unattended means when you are not in full view of and not in a position to prevent unauthorised interference with your property or vehicle United Kingdom means England Scotla
29. e riding up to 2 days Hot air ballooning one balloon ride 16 Sports and activities covered Jet skiing one ride only Jogging Kayaking up to grade 2 Marathon running amateur Mountain biking 2 days maximum Netball amateur Non manual work including professional administrative or clerical duties only Orienteering Outwardbound pursuits Paintballing Parascending over water Pony trekking Racquetball Rambling Ringos River canoeing up to grade 2 Roller blading Roller skating Rounders Rowing Running sprint long distance amateur Safari Sail boarding Sailing within territorial waters Scuba diving down to 18 metres up to 2 dives only Sea canoeing kayaking Sea fishing 2 trips maximum Skate boarding Snorkelling Squash amateur Surfing amateur 2 days maximum Swimming recreational Tennis amateur Track events amateur Trekking walking up to 2 500 metres above sea level Volleyball amateur Wakeboarding amateur 2 days maximum War games Water polo amateur Water skiing amateur 2 days maximum White water rafting up to grade 4 Windsurfing amateur 2 days maximum Yachting racing crewing inside territorial waters Zorbing Sports and activities that can be covered if the appropriate additional premium has been paid as shown in your booking confirmation Category A sports and activities Abseiling Black water rafting grade 1 to 4 life jacket and h
30. eady begun when you purchased this insurance will not be covered The period of insurance is automatically extended for the period of the delay in the event that your return to your home area is unavoidably delayed due to an event insured by this policy Personal money means bank notes currency notes and coins in current use travellers and other cheques postal or money orders pre paid coupons or vouchers travel tickets event and entertainment tickets phonecards money cards and credit debit or pre pay charge cards all held for private purposes Pre existing medical condition means 1 Any respiratory condition relating to the lungs or breathing heart condition stroke Crohn s disease epilepsy or cancer for which you have ever received treatment including surgery tests or investigations by your doctor or a consultant specialist and prescribed drugs or medication 2 Any medical condition for which you have received surgery in patient treatment or investigations in a hospital or clinic within the last twelve months 3 Any medical condition for which you are taking prescribed drugs or medication Public transport means any publicly licensed aircraft sea vessel train coach or bus on which you are booked or had planned to travel Secure baggage area means any of the following as and where appropriate 1 The locked dashboard boot or luggage compartment of a motor vehicle 2 The locked luggage compartment of a hatchback vehicl
31. elmet must be worn Boxing training no contact Bungee jump 2 or more jumps Canoeing up to grade 4 Cycling cycle touring 3 or more days Dry slope skiing Go karting Horse riding for 3 days or more no polo hunting or jumping Hot air ballooning two or more balloon rides Hurling amateur Jet boating 1r Sports and activities covered continued Jet skiing 2 or more rides Kayaking up to grade 4 Martial arts training only Mountain biking 3 or more days River canoeing up to grade 4 Scuba diving down to 50 metres 3 or more dives Sea fishing 3 or more trips Shark diving in a cage Street hockey wearing pads and helmets Surfing amateur 3 or more days Triathlon Wakeboarding amateur 3 or more days Waterskiing amateur 3 or more days Windsurfing amateur 3 or more days Zip wiring Category B sports and activities American football amateur Buggying helmet must be worn Canyoning Caving Expeditions professionally organised with experienced operators Hang gliding Kite surfing Microlighting Paragliding Quadbiking helmet must be worn Rugby amateur Sand dune surfing or skiing Sand yachting Summer or grass tobogganing Tandem parachute jump one jump only White water rafting up to grade 5 Yachting racing crewing outside territorial waters Any sports and activities not featured on your booking confirmation or in the list above are not covered 18 Emerg
32. ency and medical service You must contact AXA Assistance in the event of an illness or accident which may lead to in patient hospital treatment or before any arrangements are made for repatriation or in the event of curtailment necessitating your early return home The service operates 24 hours a day 365 days a year for advice assistance making arrangements for hospital admission repatriation returning you to your home area and authorisation of medical expenses If this is not possible because the condition requires emergency treatment you must contact AXA Assistance as soon as possible Medical assistance abroad AXA Assistance has the medical expertise contacts and facilities to help should you be injured in an accident or fall ill AXA Assistance will also arrange transport home when this is considered to be medically necessary or when you are told about the illness or death of a close relative or a close business associate at home Payment for inpatient medical treatment abroad If you are admitted to a hospital clinic while abroad AXA Assistance will arrange for medical expenses covered by the policy to be paid direct to the hospital clinic To take advantage of this benefit someone must contact AXA Assistance for you as soon as possible Private medical treatment is not covered unless authorised specifically by AXA Assistance Payment for outpatient medical treatment abroad If you need outpatient medical treatment please prov
33. ered in your booking confirmation 6 Suicide drug use or solvent abuse Your wilfully self inflicted injury or illness suicide or attempted suicide sexually transmitted diseases solvent abuse drug use otherthan drugs taken in accordance with treatment prescribed and directed by a medical practitioner but not for the treatment of drug addiction and putting yourself at needless risk except in an attempt to save human life 7 Alcohol abuse You drinking too much alcohol or alcohol abuse where it is reasonably foreseeable that such consumption could result in an impairment of your faculties and or judgement resulting in a claim We do not expect you to avoid alcohol on your trips or holidays but we will not cover any claims arising because you have drunk so much alcohol that your judgement is seriously affected or you are suffering from alcohol dependence or directly or indirectly from the symptoms of alcohol withdrawal and you need to make a claim as a result 8 Jumping or falling from balconies vehicles or buildings You jumping or falling from a balcony or building or climbing on top of and jumping or falling from a vehicle or sitting planking balconing owling or lying on any external part of any building or climbing or moving from any external part of any building to another apart from stairs ramps or walkways and falling regardless of the height unless your life is in danger or you are attempting to save human life
34. es of claims arising from any one event or source of original cause for accidental 1 Bodily injury death illness or disease to any person who is not in your employment or who is not a close relative or persons residing with you but not paying for their accommodation 2 Loss of or damage to property that does not belong to and is neither in the charge of nor under the control of you a close relative and or anyone in your employment other than any temporary holiday accommodation occupied but not owned by you Special conditions relating to claims 1 You must give us written notice of any incident which may result in a claim as soon as possible 2 You must send us every court claim form summons letter of claim or other document as soon as you receive it 3 You must not admit any liability or pay offer to pay promise to pay or negotiate any claim without our permission in writing 4 Wewill be entitled to take over and carry out in your name the defence of any claims for compensation or damages or otherwise against any third party We will have full discretion in the conduct of any negotiation or proceedings or in the settlement of any claim and you will give us all necessary information and assistance which we may require 5 If you die your legal representative s will have the protection of this cover as long as they comply with the terms and conditions outlined in this policy 30 Section H Delayed departure continued What
35. etween 9 pm and 9 am local time or b atanytime between 9 am and 9 pm local time unless i itis locked out of sight in a secure baggage area and ii forcible and violent means have been used by an unauthorised person to gain entry into the vehicle and evidence of such entry is available 4 Loss or damage due to delay confiscation or detention by customs or any other authority 5 Loss theft of or damage to unset precious stones contact or corneal lenses hearing aids dental or medical fittings antiques musical instruments motor accessories documents of any kind bonds securities perishable goods such as foodstuffs bicycles ski equipment golf equipment and damage to suitcases unless the suitcases are entirely unusable as a result of one single incidence of damage 6 Loss or damage due to cracking scratching breakage of or damage to china glass other than glass in watch faces cameras binoculars or elescopes porcelain or other brittle or fragile articles unless caused by fire theft or an accident to the aircraft sea vessel train or vehicle in which they are being carried 7 Loss or damage due to breakage of sports equipment or damage to sports clothing whilst in use 8 Loss theft of or damage to business equipment business goods samples tools of trade and other items used in connection with your business trade profession or occupation 9 Loss or damage caused by wear and tear depreciation loss in value
36. formation to us as part of your application for your policy that is not true and complete to the best of your knowledge and belief or b knowingly makes a fraudulent or exaggerated claim under your policy or c knowingly makes a false statement in support of a claim or d submits a knowingly false or forged document in support of a claim or e makes a claim for any loss or damage caused by your wilful act or caused with your agreement knowledge or collusion Then a we may prosecute fraudulent claimants b we may make the policy void from the date of the fraudulent act c wewill not pay any fraudulent claims d we will be entitled to recover from you the amount of any fraudulent claim already paid under your policy since the start date we will not return any premium paid by you for the policy f we may inform the Police of the circumstances U 12 Claims conditions You must comply with the following conditions to have the full protection of your policy If you do not comply we may refuse to deal with your claim or reduce the amount of any claim payment You must contact us by phone if you want to make a claim using the relevant number given below depending on the type of claim 1 Claims All claims except Legal expenses 0845 366 2217 Legal expenses only 0845 366 2214 For medical assistance and or repatriation claims 44 845 366 2215 Or if you are in a country that does not accept the above international phone
37. had the NHS recommended inoculations and or not taken the NHS recommended medication k Any expenses incurred after the date on which we exercise our rights under this section to move you from one hospital to another and or arrange for your repatriation but you decide not to be moved or repatriated 5 Anything mentioned in What is not covered applicable to all sections of the policy You should also refer to the Important conditions relating to health 24 a Section C Hospital benefit continued Claims evidence We will require at your own expense the following evidence where relevant 1 Receipts or bills for all in patient out patient treatment or emergency dental treatment received 2 Inthe event of death the original death certificate and receipts or bills for funeral cremation or repatriation expenses 3 Receipts or bills for taxi fares to or from hospital claimed for stating details of the date name and location of the hospital concerned 4 Receipts or bills or proof of purchase for any other transport accommodation or other costs charges or expenses claimed for including calls to AXA Assistance 5 Details of any travel private medical or other insurance under which you could also claim Section C Hospital benefit v What is covered We will pay you 20 for every complete 24 hours you have to stay in hospital as an in patient or are confined to your accommodation due to your compulsory quarantine or on the
38. hat you refer to the important conditions relating to health in the policy wording as failure to comply with these conditions may jeopardise your claim or cover If you are travelling to Australia and you require medical treatment you must enrol with a local Medicare office Special conditions apply to each section of your policy Please refer to the policy wording for full details War risks civil commotion and terrorism cover for these events is provided under Section B Emergency medical and other expenses Section C Hospital benefit and Section D Personal accident unless caused by nuclear chemical or biological attack Please see paragraph 1 in What is not covered applicable to all sections of the policy in the policy wording for full details The table shows the maximum benefits you can claim for each insured person after the deduction of the policy excess unless otherwise stated Policy summary AXA Travel Insurance continued Baggage Single article limit Total for all valuables placement of Personal money passportand 100 cash documents 50 if under 16 and 150 other money and documents Passport 150 ability 2 000 000 Delayed departure 100 10 after 12 hours and 10 per 12 hours delay thereafter Abandonment of trip 750 after 12 hours delay Missed departure Jo 100 Legal expenses and assistance 100 Policy summary AXA Travel Insurance continued
39. ide a copy of your booking confirmation to the doctor and your treatment will be paid for by AXA Assistance Please also show the instructions below to the doctor which explains what the hospital clinic needs to tell us so that payment can be arranged You will need to pay any excess at the time of treatment Some hospitals clinics may not wish to settle their bill directly with us and you may be asked to pay for your treatment and claim this back from us on your return to your home area In this case beware of requests for you to sign for excessive treatment or charges If you are in doubt please call AXA Assistance for guidance Instructions to outpatient clinics Please call AXA Assistance on 44 845 366 2215 stating that you are seeking payment for outpatient treatment to a AXA travel insurance customer and quote the booking reference from their booking confirmation Or if you are in a country that does not accept the above international phone number please call 44 203 285 7998 Reciprocal health agreements with other countries EU EEA or Switzerland If you are travelling to countries within the European Union EU the European Economic Area EEA or Switzerland you are strongly advised to obtain a European Health Insurance Card EHIC You can apply for an EHIC either online at www ehic org uk or by telephoning 0300 330 1350 This will entitle you to benefit from the health care arrangements which exist between countries within the E
40. injury or illness which necessitated your admittance into hospital b Any expenses which are not usual reasonable or customary to treat your bodily injury illness or disease c Any form of treatment or surgery which in the opinion of AXA Assistance or us based on information provided by the medical practitioner in attendance can be delayed reasonably until your return to your home area d Expenses incurred in obtaining or replacing medication which you know you will need at the time of departure or which will have to be continued outside of your home area Where possible and with the agreement of your medical practitioner you should always travel with plenty of extra medication in case of travel delays e Additional costs arising from single or private room accommodation f Treatment or services provided by a health spa convalescent or nursing home or any rehabilitation centre unless agreed by AXA Assistance Any costs incurred by you to visit another person in hospital Any expenses incurred after you have returned to your home area i Any expenses incurred in England Scotland Wales Northern Ireland the Isle of Man or the Channel Islands which are i for private treatment or ii are funded by or are recoverable from the Health Authority in your home area or iii are funded by a reciprocal health agreement RHA between these countries and or islands j Expenses incurred as a result of a tropical disease where you have not
41. involvement is these sports and or activities is subject to your compliance with local laws and regulations and the use of recommended safety equipment such as helmet harness knee and or elbow pads Details of any other sports and activities which you have purchased cover for will be shown in your booking confirmation No cover under Section G Personal liability for those sports or activities marked with Sports and activities covered as standard without charge Archery Badminton Banana boating Baseball amateur Basketball amateur Beach games Body boarding boogie boarding Bungee jump 1 jump Camel riding Canoeing up to grade 2 Clay pigeon shooting Climbing wall Cricket amateur Cycling cycle touring up to 2 days only Dinghy sailing driving any motorised vehicle other than a Quad bike which you are not covered to drive unless you have paid the appropriate additional premium under Category B for which you are licenced to drive in the United Kingdom other than in races motor rallies or competitions and wearing a helmet if driving a motorbike Quad bike moped or scooter Elephant riding Fell walking up to 2 500 metres above sea level Fencing Fishing Football amateur and not the main purpose of the trip GAA football amateur and not the main purpose of the trip Golf High rope activities Hiking without the use of any climbing equipment up to 2 500 metres above sea level Hockey Hors
42. istance required within a reasonable timescale 3 You must advise us of any offers of settlement made by the negligent third party and you must not accept any such offer without our permission 4 Wemay include a claim for our legal costs and other related expenses 5 We may at our own expense take proceedings in your name to recover compensation from any third party for any legal costs incurred under this policy You must give us any assistance we require from you and any amount recovered shall belong to us What is not covered 1 The first 100 of each and every claim per incident claimed for under his section by each insured person 2 Any claim where in our opinion there is insufficient prospect of success in obtaining reasonable compensation 3 Legal costs and expenses incurred in pursuit of any claim against any TUI Group company us AXA Assistance or their agents someone you were travelling with a person related to you or another insured person 4 Legal costs and expenses incurred prior to our written acceptance of he case 5 Any claim where the legal costs and expenses are likely to be greater han the anticipated amount of compensation 6 Any claim where legal costs and expenses are variable depending on he outcome of the claim 7 Legal costs and expenses incurred if an action is brought in more than one country 8 Any claim where in our opinion the estimated amount of compensation payment is less than 1 000 for e
43. ke or industrial action existing or being publicly announced by the date you purchased this insurance or at the time of booking any trip b An accident to or breakdown of the vehicle in which you are travelling when a repairers report or other evidence is not provided c Breakdown of any vehicle owned by you which has not been serviced properly and maintained in accordance with manufacturer s instructions d An aircraft or sea vessel being withdrawn from service temporary or otherwise on the recommendation of the Civil Aviation Authority Port Authority or any such regulatory body in a country to from which you are travelling e Your failure to arrive at the departure point in time to board any connecting public transport after your departure on the initial international outbound and return legs of the trip f Volcanic eruptions and or volcanic ash clouds except claims under subsection 1 of What is covered g Trips solely within the United Kingdom 3 Additional expenses where the scheduled public transport operator has offered reasonable alternative travel arrangements within 12 hours of the scheduled time of departure 4 Anything mentioned in What is not covered applicable to all sections of the policy Claims evidence We will require at your own expense the following evidence where relevant 1 A letter from the public transport provider detailing the reasons for failure 2 A letter from the relevant public transport provider
44. king confirmation and any endorsements are all part of the policy Your policy is evidence of the contract of insurance United Kingdom residents This policy is only available to you if you are permanently resident in the United Kingdom and registered with a medical practitioner in the United Kingdom The law applicable to this policy You and we can choose the law which applies to this policy We propose that the law of England and Wales applies Unless we and you agree otherwise the law of England and Wales will apply to this policy Age eligibility This policy is not available to anyone aged 86 or over Policy excess Under most sections of the policy claims will be subject to an excess This means that you will be responsible for paying the first part of each and every claim per incident claimed for under each section by each insured person unless you have paid the additional premium to waive the excess as stated in the booking confirmation Helplines Please carry this policy with you in case of an emergency Details of the claims helplines can be found in the Claims conditions on page 13 Policy information If you would like more information or if you feel the insurance may not meet your needs contact the agent from which you purchased the policy AXA Insurance AXA Insurance UK plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under
45. l and accommodation costs and other pre paid charges which you have paid or are contracted to pay if a after a delay of at least 12 hours or b following cancellation no suitable alternative public transport is provided within 12 hours of the scheduled time of departure you choose to cancel your trip before departure from the United Kingdom and in addition for residents of Northern Ireland any departure point in the Republic of Ireland You can only claim under subsection 1 or 2 above for the same event not both You can only claim under one of either Section H Delayed departure or Section Missed departure cover for the same event Depending on the cover you have selected you should always check which section is more specific to the event and or provides the highest level of cover before claiming Special conditions relating to claims 1 2 You must check in according to the itinerary given to you unless your tour operator has requested you not to travel to the departure point You must get written confirmation at your own expense from the carriers or their handling agents of the cancellation number of hours of delay and the reason for these together with confirmation of your check in times and details of any alternative transport offered You must comply with the terms of contract of the travel agent tour operator carrier or transport provider and seek financial compensation assistance or a refund of your ticke
46. ld in the first instance be addressed to the claim office or agent from which you purchased the policy as applicable If the complaint is still not resolved you can approach The Financial Ombudsman Service Referral to the Financial Ombudsman will not affect your right to take legal action Full details of how to make a complaint can be found within the Making a complaint section of the policy wording Financial Services Compensation Scheme FSCS We are covered by the Financial Services Compensation Scheme FSCS You may be entitled to compensation from the scheme in the unlikely event we cannot meet our obligations to you This depends on the type of insurance and the circumstances of the claim Further information about the compensation scheme arrangements is available from the FSCS www fscs org uk 6 Introduction This is your travel insurance policy It contains details of what is covered conditions and what is not covered for each insured person and is the basis on which all claims will be settled It is validated by the issue of the booking confirmation which we recommend be kept with the policy In return for having accepted your premium we will in the event of bodily injury death illness disease loss theft damage legal liability or other specified events happening within the period of insurance provide insurance in accordance with the operative sections of your policy as referred to in your booking confirmation The boo
47. more than 24 hours or includes overnight accommodation a transport b accommodation c other tourist services not ancillary to transport or accommodation such as car hire or airport parking and accounting for a significant proportion of the package as more fully described under The Package Travel Package Holidays and Package Tour Regulations 1992 What is covered If the public transport on which you are booked to travel 1 is delayed at the final departure point from or to the United Kingdom and in addition for residents of Northern Ireland any departure point in the Republic of Ireland but not including delays to any subsequent outbound or return connecting public transport for at least 12 hours from the scheduled time of departure or 2 is cancelled before or after the scheduled time of departure as a result of any of the following events a strike or b industrial action or c adverse weather conditions or d mechanical breakdown of or a technical fault occurring in the public transport on which you are booked to travel aL Section H Delayed departure continued we will pay you 1 10 for the first completed 12 hours delay and 10 for each full 12 hours delay after that up to a maximum of 100 which is meant to help you pay for telephone calls made and meals and refreshments purchased during the delay provided you eventually travel or Up to 750 for your proportion only of any irrecoverable unused trave
48. n D Personal accident 2 Reasonable precautions At all times you must take all reasonable precautions to avoid injury illness disease loss theft or damage and take all reasonable steps to safeguard your property from loss or damage and to recover property lost or stolen 3 Cancellation Statutory cancellation rights You may cancel this policy within 14 days of receipt of the policy documents new business by contacting your original issuing agent whose contact details are shown on your booking confirmation during the cancellation period Any premium already paid will be refunded to you providing you have not travelled no claim has been made or is intended to be made and no incident likely to result in a claim has occurred Cancellation outside the statutory period You may cancel this policy at any time after the cancellation period by contacting your original issuing agent whose contact details are shown on your booking confirmation If you cancel after the cancellation period no premium refund will be made We reserve the right to cancel the policy by providing 21 days notice by registered post to your last known address No refund of premium will be made Non payment of premiums We can cancel the policy immediately by sending you written notice if you do not pay the premium Fraudulent claims Throughout your dealings with us we expect you to act honestly If you or anyone acting for you a knowingly provides in
49. nd it to us at your own expense If we pay a claim for the full value of the property and it is then recovered it will then become our property We may refuse to reimburse you for any property which you cannot provide proof of ownership such as an original receipt a valuation original user manual or bank or credit card statements 2 Transferring of rights We are entitled to take over any rights in the defence or settlement of any claim and to take proceedings in your name for our benefit against any other party 13 Important conditions relating to health You must comply with the following conditions to have the full protection of your policy 1 Itis a condition of this policy that you will not be covered under Section A Cancellation or curtailment charges Section B Emergency medical and other expenses Section C Hospital benefit and Section D Personal accident for any claims arising directly or indirectly from a Atthe time of taking out this policy i Any pre existing medical condition you have unless you have contacted AXA medical screening at www yourmedicalscreening co uk or called us on 0845 366 2216 and we have agreed in writing to cover you ii Any medical condition for which you have received a terminal prognosis iii Any medical condition you are aware of but for which you have not had a diagnosis iv Any medical condition for which you are on a waiting list for or have knowledge of the need for
50. nd Wales Northern Ireland the Isle of Man and the Channel Islands Valuables means jewellery gold silver precious metal or precious or semiprecious stone articles watches furs cameras camcorders portable satellite navigation systems photographic audio video computer television and telecommunications equipment and other electronic entertainment devices including but not limited to mobile phones MP3 or 4 players tablets ebooks CD s DVD s tapes films cassettes cartridges and headphones computer games and associated equipment telescopes and binoculars We Us Our means AXA Insurance UK plc Registered in England No 78950 Registered Office 5 Old Broad Street London EC2N 1AD You Your Yourself Insured person means each person travelling on a trip whose name appears in the insurance details contained in your booking confirmation plus all of their children aged under 2 when travelling on the same trip 15 General conditions applicable to the whole policy You must comply with the following conditions to have the full protection of your policy If you do not comply we may cancel the policy or refuse to deal with your claim or reduce the amount of any claim payment 1 Dual insurance If at the time of any incident which results in a claim under this policy there is another insurance covering the same loss damage expense or liability we will not pay more than our proportional share not applicable to Sectio
51. nduct leading to dismissal resignation voluntary redundancy entering into a compromise agreement or where you received a warning or notification of redundancy before you purchased this insurance or at the time of booking any trip 2 Any circumstances known to you before you purchased this insurance or at the time of booking any trip that could reasonably be expected to result in a claim 3 Claims arising directly or indirectly from volcanic eruptions and or volcanic ash clouds What is not covered under Section B Emergency medical and other expenses 1 Treatment or surgery which in the opinion of AXA Assistance can wait until your return to your home area 2 Medication which prior to departure is known to be required 3 Expenses incurred as a result of a tropical disease where you have not had the NHS recommended inoculations and or not taken the NHS recommended medication What is not covered under Section C Hospital benefit 1 Hospitalisation compulsory quarantine or confinement to your accommodation as a result of a tropical disease where you have not had the NHS recommended inoculations and or not taken the NHS recommended medication What is not covered under Section E Baggage 1 Valuables left unattended at any time unless in a hotel safe safety deposit box or in your locked accommodation 2 Baggage contained in an unattended vehicle between 9 pm and 9 am or at any time between 9 am and 9 pm unless it is locked ou
52. o not form part of your package holiday Anything mentioned in What is not covered applicable to all sections of the policy Claims evidence We will require at your own expense the following evidence where relevant 1 2 a Full details of the travel itinerary supplied to you Written confirmation from the carriers or their handling agents of the cancellation number of hours of delay and the reason for these together with confirmation of your check in times and details of any alternative transport offered In the case of cancellation claims your booking confirmation together with written details from your travel agent tour operator or provider of transport accommodation of the separate costs of transport accommodation and other pre paid costs or charges that made up the total cost of the trip Your unused travel tickets Receipts or bills for any transport accommodation or other costs charges or expenses claimed for Where applicable written confirmation from the public transport operator or their handling agents and or provider of accommodation or their booking agents that compensation assistance or reimbursement of any costs charges and expenses incurred by you will not be provided and the reason for this Details of any travel or other insurance under which you could also claim 33 Section I Missed departure only applicable if you eventually travel v What is covered We will pay you up to 300
53. on if a claim is to be made under this policy f documents are lost stolen or damaged while in the care of a carrier ransport company authority hotel or your accommodation provider you must report details of the loss theft or damage to them in writing and get at your own expense written confirmation f documents are lost stolen or damaged whilst in the care of an airline you must give formal written notice of the claim to the airline within the ime limit set out in their conditions of carriage please keep a copy What is not covered 1 2 The first 100 of each and every claim per incident claimed for under his section by each insured person Loss theft of or damage to personal money or your passport or visa if left unattended at any time including in a vehicle in checked in uggage or while in the custody of a carrier tour operator or public transport operator unless deposited in a hotel safe safety deposit box or left in your locked accommodation Loss theft of or damage to travellers cheques if you have not complied with he issuer s conditions or where the issuer provides a replacement service Loss or damage due to delay confiscation or detention by customs or any other authority Loss or damage due to depreciation loss in value variations in exchange rates or shortages due to error or omission Travel event or entertainment tickets paid for using any airline mileage or supermarket reward scheme for exam
54. ple Avios formerly known as Air Miles unless evidence of specific monetary value can be provided 29 Section G Personal liability 7 Any additional travel and accommodation expenses incurred because you were unable to board the public transport on which you were booked to return to the United Kingdom or continue your trip as a result of the accidental loss of theft of or damage to your passport and or visa 8 Anything mentioned in What is not covered applicable to all sections of the policy Claims evidence We will require at your own expense the following evidence where relevant 1 A police report from the local Police in the country where the incident occurred for all loss theft or attempted theft 2 A letter from your tour operator s representative hotel or accommodation provider where appropriate 3 Alltravel tickets and tags for submission 4 Proof of ownership such as an original receipt or bank or credit card statements for items lost stolen or damaged 5 Receipts or bills or proof of purchase for any transport and accommodation expenses claimed for 6 Receipt for all currency and travellers cheques transactions 7 Details of any household travel or other insurance under which you could also claim Section G Personal liability What is covered We will pay up to 1 000 000 including legal costs and expenses against any amount you become legally liable to pay as compensation for any claim or seri
55. sistance or us based on information provided by the medical practitioner in attendance can be delayed reasonably until your return to your home area ii asaresult of a tropical disease where you have not had the NHS recommended inoculations and or not taken the NHS recommended medication 25 Section D Personal accident iii occurring in England Scotland Wales Northern Ireland the Isle of Man or the Channel Islands and relating to either private treatment or tests surgery or other treatment the costs of which are funded by a reciprocal health agreement RHA between these countries and or Islands or are recoverable from the Health Authority in your home area 2 Anything mentioned in What is not covered applicable to all sections of the policy Claims evidence We will require at your own expense the following evidence where relevant 1 Confirmation in writing from the hospital relevant authority or the treating medical practitioner of the dates when you were admitted and subsequently discharged from hospital compulsory quarantine or confinement to your accommodation Section D Personal accident Special definitions relating to this section which are shown in italics Loss of limb means loss by permanent severance of an entire hand or foot or the total complete and permanent loss of use of an entire hand or foot Loss of sight means total and irrecoverable loss of sight which shall be considered as having
56. surgery treatment or investigation at a hospital clinic or nursing home v Any medical condition affecting you a close relative or a close business associate that you are aware of that could reasonably be expected to result in a claim on this policy unless we have agreed in writing to cover you b Atanytime i Any medical condition you have which a medical practitioner has advised you not to travel or would have done so had you sought his her advice but despite this you still travel ii Any surgery treatment or investigations for which you intend to travel outside of your home area to receive including any expenses incurred due to the discovery of other medical conditions during and or complications arising from these procedures iii Any medical condition for which you are not taking the recommended treatment or prescribed medication as directed by a medical practitioner iv Your travel against any health requirements stipulated by the carrier their handling agents or any other public transport provider If your health changes after the start date of your policy and the date your travel tickets or confirmation of booking were issued you should telephone our customer helpline on 0845 366 2216 to make sure your cover is not affected You should also refer to What is not covered applicable to all sections of the policy 14 What is not covered applicable to all sections of the policy We will not pay for claims
57. t covered applicable to all sections of the policy You should also refer to the Important conditions relating to health Claims evidence We will require at your own expense the following evidence where relevant 1 A medical certificate from the treating medical practitioner or in the case of stress anxiety depression or any other mental or nervous disorder either a registered mental health professional if you are under the care of a Community Mental Health Team or if not a consultant specialising in the relevant field explaining why it was necessary for you to cancel or curtail the trip 2 Inthe case of death causing cancellation or curtailment of the trip the original death certificate 3 Booking confirmation together with a cancellation invoice from your travel agent tour operator or provider of transport accommodation 4 Inthe case of curtailment claims written details from your travel agent tour operator or provider of transport accommodation of the separate costs of transport accommodation and other pre paid costs or charges that made up the total cost of the trip Your unused travel tickets Receipts or bills for any costs charges or expenses claimed for 7 Inthe case of compulsory quarantine a letter from the relevant authority or the treating medical practitioner 8 Inthe case of jury service or witness attendance the court summons 9 The letter of redundancy for redundancy claims 10 A letter from the comman
58. t from them in accordance with such terms and or where applicable your rights under EU Air Passenger Rights legislation in the event of cancellation or long delay of flights Where applicable you must get at your own expense written confirmation from the public transport operator or their handling agents and or provider of accommodation or their booking agents that compensation assistance or reimbursement of any costs charges and expenses incurred by you will not be provided and the reason for this X What is not covered 1 2 32 The first 100 of each and every claim per incident claimed for under this section by each insured person under subsection 2 of What is covered Claims arising directly or indirectly from a Strike or industrial action existing or being publicly announced by the date you purchased this insurance or at the time of booking any trip b An aircraft or sea vessel being withdrawn from service temporary or otherwise on the recommendation of the Civil Aviation Authority Port Authority or any such regulatory body in a country to from which you are travelling c Any delays to any subsequent outbound or return connecting public transport following your departure from the final departure point from or to the United Kingdom and in addition for residents of Northern Ireland any departure point in the Republic of Ireland d Volcanic eruptions and or volcanic ash clouds Section H Delayed departure con
59. t of sight in a secure baggage area Please see the definition of secure baggage area in the Definitions in the policy wording 3 Contact or corneal lenses hearing aids dental or medical fittings ski equipment golf equipment and other items are excluded See your policy wording for the full list 4 Business equipment business goods samples or tools used in connection with your occupation 5 Policy summary AXA Travel Insurance continued What is not covered under Section F Personal money passport and documents 1 Personal money or your passport or visa left unattended at any time unless in a hotel safe safety deposit box or in your locked accommodation 2 Loss or theft of traveller s cheques where you have not complied with the issuing agents conditions What is not covered under Section G Personal liability 1 Pursuit of any trade business or profession or the ownership possession or use of mechanically propelled vehicles aircraft or watercraft What is not covered under Section H Delayed departure 1 Strike or industrial action existing or being publicly announced by the date you purchased this insurance or at the time of booking any trip 2 Claims arising directly or indirectly from volcanic eruptions and or volcanic ash clouds 3 Any costs incurred by you which are recoverable from the public transport operator or for which you receive or are expected to receive compensation damages refund of tickets
60. tinued 3 For subsection 2 only of What is covered a Travel tickets paid for using any airline mileage or supermarket reward scheme for example Avios formerly known as Air Miles unless evidence of specific monetary value can be provided b Accommodation costs paid for using any Timeshare Holiday Property Bond or other holiday points scheme In addition any property maintenance costs or fees incurred by you as part of your involvement in such schemes is not covered c Anycosts incurred by you which are recoverable from the providers of the accommodation their booking agents or the administrators of either or for which you receive or are expected to receive compensation or reimbursement d Any costs incurred by you which are recoverable from the public transport operator or for which you receive or are expected to receive compensation damages refund of tickets meals refreshments accommodation transfers communication facilities or other assistance e Any costs incurred by you which are recoverable from your credit debit card provider or for which you receive or are expected to receive compensation or re imbursement f Any travel and accommodation costs charges and expenses where the public transport operator has offered reasonable alternative travel arrangements within 12 hours of the scheduled time of departure g Any cost if your trip was booked as part of a package holiday except for any pre paid costs or charges which d
61. under all the medical related sections being Section A Cancellation or curtailment charges Section B Emergency 23 Section B Emergency medical and other expenses continued medical and other expenses Section C Hospital benefit and Section D Personal accident of your policy and refuse to deal with claims for any further treatment and or your repatriation to your home area Cover under all other operative sections will however continue for the remainder of your trip X What is not covered 1 The first 100 of each and every claim per incident claimed for under this section by each insured person 2 Normal pregnancy without any accompanying bodily injury illness disease or complication This section is designed to provide cover for unforeseen events accidents illnesses and diseases and normal childbirth would not constitute an unforeseen event 3 The cost of your unused original tickets where AXA Assistance or we have arranged and paid for you to return to your home if you cannot use the return ticket If however you have not purchased a return ticket we reserve the right to deduct the cost of an economy flight based on the cost applicable on the date you come home from any additional costs we have incurred which are medically necessary to repatriate you to your home 4 Any claims arising directly or indirectly for a The cost of treatment or surgery including exploratory tests which are not related to the bodily
62. uthorisation of AXA Assistance the additional costs incurred in the use of air transport or other suitable means including qualified attendants to repatriate you to your home if it is medically necessary These expenses will be for the identical class of travel utilised on the outward journey unless AXA Assistance agree otherwise Special conditions relating to claims 1 You musttell AXA Assistance as soon as possible of any bodily injury illness or disease which necessitates your admittance to hospital as an in patient or before any arrangements are made for your repatriation 2 Ifyou suffer bodily injury illness or disease we reserve the right to move you from one hospital to another and or arrange for your repatriation to the United Kingdom at any time during the trip We will do this if in the opinion of AXA Assistance or us based on information provided by the medical practitioner in attendance you can be moved safely and or travel safely to your home area or a Suitable hospital nearby to continue treatment 3 The intention of this section is to pay for emergency medical surgical dental treatment only and not for treatment or surgery that can be reasonably delayed until your return to your home area Our decisions regarding the treatment or surgery that we will pay for including repatriation to your home area will be based on this If you do not accept our decisions and do not want to be repatriated then we will cancel all cover
63. w daughter in law sister in law brother in law step parent step child step sister step brother foster child legal guardian domestic partner or fianc fianc e Curtailment Curtail Curtailed means either 1 abandoning or cutting short the trip after you leave your home or for a business trip your place of business by direct early return to your home or place of business in which case claims will be calculated from the day you returned to your home or place of business whichever is the earlier and based on the number of complete days of your trip you have not used or 2 by attending a hospital outside your home area as an in patient or being confined to your accommodation abroad due to compulsory quarantine or on the orders of a medical practitioner in either case for a period in excess of 48 hours Claims will be calculated from the day the ill injured person was admitted to hospital or confined to your accommodation and based on the number of complete days for which you were hospitalised quarantined or confined to your accommodation Cover only applies to ill injured persons Family cover means up to two adults and up to four of their children grandchildren step children or foster children aged under 18 accompanying the parents or legal guardian insured on the same policy travelling on any trip to the same destination The children are only insured when travelling with one or both of the insured adults or accompanied by
64. y where the incident occurred within 24 hours of discovery or as soon as possible after that and get at your own expense a written report of the loss theft or attempted theft of all baggage and or valuables 2 If baggage and or valuables are lost stolen or damaged while in the care of a carrier transport company authority hotel or your accommodation provider you must report details of the loss theft or damage to them in writing and get at your own expense written confirmation 3 If baggage is lost stolen or damaged whilst in the care of an airline you must give written notice of the claim to the airline within the time limit contained in their conditions of carriage please keep a copy 4 You must provide at your own expense an original receipt or proof of ownership for items lost stolen or damaged to help you to substantiate your claim X What is not covered 1 Thefirst 100 of each and every claim per incident claimed for under this section by each insured person except claims under subsection 2 of What is covered 27 Section E Baggage continued 2 Loss theft of or damage to valuables left unattended at any time including in a vehicle in checked in luggage or while in the custody of a carrier tour operator or public transport operator unless deposited in a hotel safe safety deposit box or left in your locked accommodation 3 Loss theft of or damage to baggage contained in an unattended vehicle a overnight b

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