Travel Insurance Terms and Conditions
DEFINITIONSUs/We/Our - AXA Insurance UK plc.
United Kingdom - England, Scotland, Wales, Northern Ireland, the Isle of Man and the Channel Islands.
Insured Person/You/Your/Yourself - Each person named in the Travel Company Booking Confirmation/Invoice.
Period of Insurance - From the date of departure to the date of return as shown in the Travel Company Booking Confirmation/Invoice other than for cancellation which applies from the date of booking and terminates on the date of departure as shown in the Booking Confirmation/Invoice.
Trip - Any holiday, business or pleasure Trip or journey made by You which begins and ends in the United Kingdom during the Period of Insurance.
Home - Your normal place of residence in the United Kingdom.
Business Associate - Any person whose absence from the business for one or more complete days at the same time as Your absence prevents the effective continuation of that business.
Medical Practitioner - A registered practising member of the medical profession who is not related to You or any person with whom You are travelling.
Close Relative - Husband, wife, parent, parent-in-law, child, son-in-law, daughter-in-law, grandchild, brother, sister, fiance(e), partner or civil partner.
Valuables - Jewellery, furs, watches, articles made of or containing precious metals or stones, mobile telephones, hearing aids, sports or leisure equipment, musical instruments, binoculars, electronic games, audio, video, photographic or computer equipment including any ancilliary equipment or accessories all owned by You.
CANCELLATION
We will indemnify You up to the Sum insured in respect of loss of deposits or cancellation charges levied for pre-booked transport and accommodation in the event of cancellation of the entire Trip prior to its commencement as a result of travel being prevented by:-
1) Death, injury or illness as certified by a Medical Practitioner, summons for jury service or as a compulsory witness in a court of law (other than in the line of duty) to be undertaken during the Period of Insurance, compulsory redundancy qualifying for payment under the current redundancy legislation and notified after the date of effecting the Insurance, of (a) You (b) a person with whom You had arranged to travel (c) a Close Relative of You (d) a Business Associate of You upon whom Your business in the United Kingdom depends (e) Your host or a member of their family residing with them.
2) A complication of Your pregnancy or the duration of such pregnancy exceeding 30 weeks on the date of departure from the United Kingdom.
3) Unavoidable delay exceeding 12 hours at the final point of departure from the United Kingdom as a result of failure or disruption of the pre-booked public transport service in which You were due to depart from the United Kingdom, where no alternative form of transport is offered.
Exclusions applying to Cancellation
(i) The first £65 (£20 in respect of deposits) of each and every claim per event for each Insured Person claimed for under this cover. (ii) Any claim arising from a medical condition existing prior to the payment of the insurance premium or from a recurrent condition for which the sick person whose medical condition causes cancellation, whether they are booked to travel on the holiday or not, has or has had symptoms which are awaiting or receiving investigation, tests, treatment, referral or the results of any of the foregoing, (iii) Any claim arising from a medical condition existing prior to the payment of the insurance premium or from any recurrent condition where a Medical Practitioner would have advised the persons travelling not to travel. (iv) Any additional charges incurred as a result of any delay in the Insured Person cancelling the booked arrangements.
MEDICAL EXPENSES
We will indemnify You up to the Sum Insured following illness or injury of You occurring during the Period of Insurance by reimbursement of necessary receipted costs in respect of medical, surgical or hospital treatment, drugs or appliances, all provided or prescribed by a Medical Practitioner of medicine and given and incurred during the Trip together with the receipted travelling costs incurred in order to obtain such treatment.
Exclusions and Conditions:- see below
REPATRIATION EXPENSES
We will indemnify You up to the Sum Insured 1) Following illness or injury of You or of the person travelling with You or following death, injury or illness of either Your Close Relative or a Business Associate of You upon whom Your business in the United Kingdom depends to pay (i) receipted costs, necessarily incurred, in respect of repatriation to the United Kingdom or repatriation Home in the United Kingdom if holidaying in the United Kingdom (ii) additional costs, necessarily incurred, of accommodation and subsequent repatriation if the Trip is extended. 2) Following the death of You during the Period of Insurance to pay (i) all costs in respect of repatriation of You to the United Kingdom undertaker specified by next of kin or (ii) the reasonable cost of burial or cremation in the country where death occurs excepting United Kingdom but not exceeding the cost of repatriation to the United Kingdom.
Exclusions and Conditions:- See below
CURTAILMENT Following Us admitting liability for a claim under the Repatriation Expenses cover to reimburse a pro-rata amount of Your pre-paid travel and accommodation costs following curtailment by early return to the United Kingdom or by attendance at a hospital abroad as an inpatient but not exceeding the Sum Insured (inclusive of legal costs and expenses).
Exclusions applying to Medical Expenses, Repatriation Expenses and Curtailment
(i) The first £65 of each and every claim per event for each Insured Person claimed for under these covers. (ii) Medical conditions existing prior to departure from the United Kingdom or any consequence thereof in respect of which a Medical Practitioner would advise against travel or that treatment may be required during the duration of the Trip. (iii) (a) Manipulative treatment (b) Alternative medicine (iv) Medical conditions existing prior to departure from the United Kingdom in respect of which the sick or injured person has or has had symptoms which are awaiting or receiving treatment, investigation, tests, referral or the results of same (v) The cost of replenishing medication (vi) Costs incurred by You travelling abroad specifically to obtain medical treatment (vii) (a) Any costs incurred in respect of treatment that can reasonably wait until You have returned to the United Kingdom. (b) Cover only applies for emergency treatment necessary in respect of the acute condition occurring during the Trip and does not cover costs in respect of treatment of any underlying or related chronic condition (viii) All liability following You acting against the advice of a Medical Practitioner (ix) Any expenses incurred more than 12 months after the date of the illness or injury occurring (x) Any claim resulting from a pregnancy, or complication thereof, which would normally have exceeded 32 weeks at the end of the Trip (xi) Any condition related to exposure to the sun (xii) Dental Treatment.
Conditions applicable to Medical Expenses, Repatriation Expenses and Curtailment
1) In the event of death, or in the event of injury or illness likely to result in hospitalisation, repatriation, or any alteration in travel plans then immediate advice must be given to the Medical Assistance Service as specified in this policy and liability shall only attach in respect of expenses agreed by them. 2) You shall take all reasonable action to obtain medical treatment within any existing reciprocal health care agreement and recover any refunds within that agreement to which You may be entitled. Furthermore You (and/or Your legal representative) hereby authorise the release of any medical information as may be required to Our medical advisors. 3) Any costs reasonably incurred by the Medical Assistance Service on behalf of You and for the benefit of You in any emergency situation shall not be deemed to be an admission of liability under this insurance. 4) Any refunds in respect of pre-paid un-used travel or accommodation shall inure to the benefit of Us. 5) We reserve the right to repatriate You to the United Kingdom when in the opinion of the Medical Practitioner in attendance and Our medical advisers You are fit to travel.
LUGGAGE and PERSONAL MONEY
We will indemnify You up to the Sum Insured following accidental loss of or damage to luggage and personal effects, cash, travel tickets all being owned by You and taken on the Trip, or purchased during the Trip, by You.
Conditions applying to Luggage and Personal Money
1. You shall (a) take all reasonable care for the supervision of the property (b) immediately report all loss of or damage to property to either the police or other relevant authority and obtain from them a written report in substantiation of the claim. All necessary action to recover the property should be undertaken. (c) produce receipts or other evidence of value and ownership where possible and in any event in respect of any item valued in excess of £100. Where this is not done liability shall be limited to £100. (d) retain all damaged items. 2. Liability shall be limited to the intrinsic value of the property (to reflect age and wear and tear) or where applicable to the cost of repair whichever is the lesser.
Exclusions applying to Luggage and Personal Money
(i) The first £65 of each and every claim per event for each Insured Person claimed for under this cover (ii) Liability in excess of £200 in respect of personal money (iii) Liability in excess of £200 in respect of all Valuables (iv) Liability in excess of £200 in respect of any one article or set of articles (including disc collection) (v) Loss of or damage to personal money and Valuables whilst unattended or in/from luggage in transit (vi) Telecommunications and motor vehicle related equipment and accessories (vii) Loss or damage to:- (a) Spectacles, sunglasses, dentures, or any other aids or appliances (b) Sports equipment and protective clothing (viii) Loss or damage while in the custody of an airline or other carrier recoverable from such carrier (ix) Any damage to, caused by or resulting from, fragile or perishable articles whilst in transit.
PERSONAL LIABILITY We will indemnify You up to the Sum Insured (inclusive of legal costs and expenses) against all sums You become legally liable to pay as damages for any claim or series of claims arising from any one event or source or original cause for, (a) accidental bodily injury to or death or illness of any person (b) accidental loss of or damage to material property, occurring during the Period of Insurance.
Exclusions applying to Personal Liability
(i) The ownership, possession or use of any aircraft, watercraft or mechanically propelled vehicle (ii) Loss of or damage to property belonging to or in the custody or control of You or any member of Your family or household including the ownership, possession or use of any building or land (iii) Any wilful or malicious act (iv) The pursuit of any trade business or profession (v) Bodily injury death or illness of You or any member of Your family (vi) Liability assumed under agreement unless such liability would have attached notwithstanding any such agreement.
PERSONAL ACCIDENT
In the event of You sustaining bodily injury arising wholly and exclusively from violent accidental external and visible means which injury shall solely and independently of any other cause result in Your death or disablement within twelve calendar months of the injury, We will pay to You or in the event of death to Your legal personal representative the following percentage of the Sum Insured.
Table of Compensation
(a) Death, loss of one or more limbs or one or both eyes - 50% (b) Permanent total disablement - 100%
Definitions
Loss of Limb: loss or severance at or above the wrist or ankle or total permanent loss of use of an entire arm or leg. Loss of eye(s): total or irrecoverable loss of sight. Permanent total disablement: bodily injury other than above which totally incapacitates You from engaging in or attending to any occupation whatsoever for at least twelve calendar months from the date of the injury and at the end of that time rendering You beyond hope of improvement. Provided that: (i) the benefit payable under (a) above is reduced to £1,000 if You are under the age of 16 or 66 or over at the time of death or if death occurs as a result of ownership, possession or use of any mechanically propelled vehicle (ii) the total compensation in respect of each Insured Person shall not exceed the Sum Insured.
LOSS OF PASSPORT In the event of the loss of Your passport during the Period of Insurance We will reimburse You in respect of the cost of an emergency replacement or temporary passport obtained whilst abroad including reasonable and receipted travelling expenses incurred in order to obtain same.
DELAYED DEPARTURE In the event of the departure of the initial outward journey from the United Kingdom or the departure of the final return journey to the United Kingdom (excluding stopovers where You were scheduled to remain officially in transit) being delayed in excess of 12 hours due to failure or disruption of such pre-booked public transport We will compensate You with a payment of £20 after the first full 12 hours of delay and £10 for each subsequent full 12 hours of delay up to the Sum Insured.
MISSED DEPARTURE In the event of the Insured Person unavoidably missing the pre-booked departure of the outward journey from the United Kingdom or the final return journey to the United Kingdom due to the failure or disruption of pre-booked connecting public transport to reimburse the Insured Person up to the Sum Insured in respect of the cost of additional travelling expenses incurred if the Insured Person is unable to reasonably reorganise the travel plans and is as a result stranded at such final departure airport.
LEGAL EXPENSES We will indemnify the Insured Person up to the Sum Insured in respect of legal costs and expenses incurred in the pursuit of compensation and/or damages for personal injury or death during the Period of Insurance. It is a condition of this cover that We shall have complete control over all negotiations, legal proceedings and the appointment and control of a solicitor.
Exclusions applying to Legal Expenses
(i) The first £65 of each and every claim per event for each Insured Person claimed for under this cover. (ii) Costs or expenses incurred in pursuit of any claim against a Tour Operator, Travel Agent, Insurer or Carrier. (iii) Any claim reported more than 180 days after the commencement of the incident giving rise to such claim. (iv) Any claim where We consider there is insufficient prospect of success in obtaining a reasonable benefit (v) Costs or expenses incurred prior to the acceptance of the claim by Us. (vi) Any claim by one Insured Person against any other Insured Person.
GENERAL EXCLUSIONS
We shall not be liable in respect of the following:- 1. Any claim (a) sustained directly or indirectly from alcoholism or drug addiction (b) attributable to the influence of alcohol or drugs not prescribed by a Medical Practitioner (c) due to or arising out of (i) stress, anxiety or depressive conditions, unless they have been investigated and diagnosed by a specialist in the relevant field, suicide or attempt thereat, psychiatric illness, terminal illness, sexually transmitted disease, any deliberate exposure to danger, a criminal act (ii) engaging in winter sports (unless appropriate premium paid), mountaineering or rock climbing involving the use of ropes or guides, pot holing, racing, or any other hazardous pursuits (iii) flying other than as a passenger in a fully licensed aircraft. 2. Any circumstances manifesting themselves subsequent to the date of booking the Trip but prior to the date of issue of the insurance. 3. More than Our proportion of any costs or expenses which are recoverable from any other source. 4. Any liability, howsoever arising, resultant from (i) the use of either faulty or inferior property or property not fulfiling its purpose (ii) the lack of provision of any service or the provision of such service not being of an appropriate standard (iii) withdrawal from service (temporary or otherwise) of a coach, an aircraft or sea vessel on the recommendation of a Port Authority, Civil Aviation Authority or of any similar body. 5. Any liability resulting either directly or indirectly from any supplier of travel or associated services ceasing to trade. 6. Any consequence of war, invasion, act of foreign enemy, act of terrorism, hostilities whether war be declared or not, civil war, riot, civil commotion or workers or other persons taking part in a labour dispute, rebellion, insurrection, military or usurped power. 7. Loss, destruction or damage to any property, consequential loss, legal liability, injury, expense or indemnity of whatsoever nature arising directly or indirectly from or contributed to by ionising CAN/07 radiations or contamination by radioactivity from any nuclear fuel or waste or any nuclear component of whatsoever nature. 8. Any consequential loss or expense that may arise. 9. Your travel to a country or specific area or event to which the Travel Advice Unit of the Foreign & Commonwealth Office or the World Health Organisation has advised the public not to travel. 10. An age limit of 79 years applies.
GENERAL CONDITIONS
You must comply with the following conditions to have the full protection of Your policy. If You do not comply with them, We may at Our option cancel the policy or refuse to deal with Your claim or reduce the amount of any claim payment.
1. The insurance premium is not refundable under any circumstances other than during the period as defined in the paragraph headed ‘Option to Cancel’ above.
2. Cover for children aged under 2 is limited to Cancellation, Medical and Repatriation Expenses only.
3. This policy does not cover any person who is not normally resident in the United Kingdom.
4. You shall take all reasonable precautions to avoid injury loss or damage.
5. 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 Personal Accident).
6. (i) (a) The travel company named in this document is not a servant or agent or employee of Us (b) You shall at the time of effecting this insurance disclose to Towergate Chase Parkinson directly any facts that could be material to this insurance (ii) if, after the payment of the premium and the issue of cover, but before commencement of travel, You or any other person upon whose health the Trip is dependant shall suffer from a chronic or an acute medical condition which may affect the travel plans or may require medical intervention during the Period of Insurance then such condition shall be disclosed to Towergate Chase Parkinson immediately.
7. On the happening of any event which may give rise to a claim You shall (a) give immediate written notice but in any event within 28 days of the date of the occurrence to Towergate Chase Parkinson (b) furnish at Your expense such reports information and proof as may reasonably be required.
8. You are not at the time of effecting this insurance aware of any circumstances which are likely to result in a claim under this policy.
9. All liability shall cease upon Your return to the United Kingdom or upon Your admission into medical care in the United Kingdom whichever shall be the sooner.
10. You and We are free to choose the law applicable to the policy. As We are based in England, We propose to apply the laws of England and Wales and by purchasing this policy You have agreed to this.
11. We shall be entitled at Our own expense to take any proceedings We consider reasonable in Your name to recover any payment made under this policy and any amount so recovered shall belong to Us.
12. You must not act in a fraudulent manner. If You or anyone acting for You: - Make a claim under the policy knowing the claim to be false or frauduently exaggerated in any respect; or - Make a statement in support of a claim knowing the statement to be false in any respect; or - Submit a document in support of a claim knowing the document to be forged or false in any respect; or – make a claim in respect of any loss or damage caused by Your wilful act or with Your connivance.
Then
- We shall not pay the claim.
- We shall not pay any other claim which has been or will be made under the policy.
- We may at Our option declare the policy void.
- We shall be entitled to recover from You the amount of any claim already paid under the policy.
- We shall not make any return of premium.
- We may inform the Police of the circumstances.
COMPLAINTS PROCEDURE If You have cause for complaint, it is important You know We are committed to providing You with an exceptional level of service and customer care. We realise that things can go wrong and there may be occasions when You feel that We have not provided the service You expected. When this happens, We want to hear about it so that We can try to put things right.
When you contact us
Please give Us Your name and a contact telephone number.
Please quote Your policy and/or claim number, and the type of policy You hold.
Please explain clearly and concisely the reason for Your complaint.
Initiating your complaint
Any enquiry or complaint You have regarding Your policy or a claim notified under Your policy, may be addressed to: The Managing Director, Towergate Chase Parkinson, P.O. Box 416, West Byfleet, Surrey KT14 7YE.
Should the matter not be resolved to Your satisfaction then please write directly to Us at the address given: Head of Customer Care, AXA Insurance UK plc, Civic Drive, Ipswich IP1 2AN, Tel: 01473 205926 Fax: 01473 205101, Email: customercare@axa-insurance.co.uk If We have given You Our final response and You are still dissatisfied You may refer Your case to the Financial Ombudsman Service (FOS). The FOS is an independent body that arbitrates on complaints about general insurance products. It will only consider complaints after We have provided You with written confirmation that Our complaints procedure has been exhausted.
The Ombudsman can be contacted at: Insurance Division, Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone: (0845) 080 1800 Fax: (020) 7964 1001. This procedure will not affect Your rights to take legal action.
Towergate Chase Parkinson is part of the Towergate Underwriting Group Ltd who are authorised and regulated
by the Financial Services Authority
This insurance is underwritten by AXA Insurance UK plc.
Registered in England No. 78950. Registered office: 5 Old Broad Street, London EC2N 1AD
A member of the AXA Group of Companies
AXA Insurance UK plc is authorised and regulated by the Financial Services Authority. Towergate Chase Parkinson: Registered in England No. 4043759 Registered Office: Towergate House, 2 County Gate, Staceys Street, Maidstone, Kent ME14 1ST
