OUR POLICY SUMMARY
This policy summary does not contain the full terms of your travel insurance policy, which can be found in the Policy Document. Click here to view our Insurance terms of Business.
Insurer
Our travel insurance is underwritten by AXA Insurance UK plc.
Type of Insurance and eligibility
This is a holiday insurance policy which is available to UK and EU residents, who are registered with a local Doctor and aged 85 or under at the time of issue.
Summary of Benefits
The significant features and benefits for each insured person are shown in the table below. These vary according to the cover option selected.
| Sections | Cover | Excess |
| Concierge Service | £250 | Nil |
| Medical Emergency, Repatriation, Additional Accommodation & Travelling Costs | £10,000,000 | £65 |
| Emergency Dental Treatment | £250 | £65 |
| Hospital Daily Benefit (£25 per day) | £800 | Nil |
| Cancellation, Curtailment & Trip Interruption | £5000 | £65 |
|
Delayed Departure |
£300 |
Nil |
| Missed Departure (Europe/Worldwide) | £500/£1000 | Nil |
|
Baggage |
£2000 |
£65 |
| Baggage Delay | £100 | Nil |
| Money & Passport Cash (Under 18 Years) |
£500 |
£65 |
| Personal Liability | £2,000,000 | £65 |
|
Personal Accident |
£20,000 |
Nil |
| Legal Protection | £25,000 | Nil |
| Extended Kennel and/or Cattery Fees | £250 | Nil |
Anyone insured on this policy requiring cover should contact our medical screening service if they have:
• been prescribed medication, received treatment, or had any consultations, investigations or follow-ups, for ANY medical or psychological conditions in the last 2 years.
• EVER been prescribed medication, received treatment or had investigations for:
- any heart condition;
- hypertension (raised blood pressure);
- blood clots;
- raised cholesterol, or
- any cerebrovascular problems such as stroke, or TIA (transient ischaemic attack)
• are aware of any circumstances that could reasonably be expected to give rise to a claim on this policy.
If necessary, please go to www.healthcheck247.com or telephone them on 0845 618 0345 to declare any existing medical conditions. If your state of health changes between now and the date of travel, you may need to declare this information if you intend to continue with your trip.
The policy also contains conditions and exclusions if you need to cancel or curtail your trip, specifically relating to close relatives or anyone you will be staying or travelling with. Please ensure you read your policy document carefully.
Other significant policy exclusions and limitations
Sports & Recreational Activities: Participation in certain activities and sports, on a recreational and non-professional basis are covered within the terms of the policy at no additional premium. Certain activities and sports may however be subject to amended terms and conditions. Please see the sports and activities section of the policy document for further details or contact Ideal Holidays if you are in any doubt over the cover.
Third Party Liability: If you use a motorised vehicle (e.g. car, motor cycle, moped or scooter), sail or powered boat, or an airborne craft, no liability cover will apply under this policy and you must ensure that you have cover for third party injury or property damage in place.
Cancellation rights: If your cover does not meet your requirements, you may cancel cover within 14 days of receiving your insurance document/certificate and return all your documents for a refund of your premium, provided you have not travelled, made a claim or intend to make a claim. To cancel the policy contact Directline Holidays on 0871 472 4635.
Making a claim
For policies issued before the 1st January 2010:
Telephone 0844 338 5814, and ask for a claim form or download from www.eaclaims.co.uk/CTB. You should fill in the form and send it to Europ Assistance Travel Claims, Sussex House, Perrymount Road, Haywards Heath, West Sussex, RH16 1DN with all the information and documents we ask for. You will need to obtain some information about your claim while you are away. Please refer to the Policy Document for details.
For policies issued after the 1st January 2010:
Telephone AXA Assistance Claims Department on 0844 811 8459. All claims must be notified within 31 days of your return by completing the relevant claim form and enclosing any original documentation, where applicable. Please refer to the relevant section of your policy for specific conditions and details of the supporting evidence. It is advisable to retain copies of all documents when submitting your claim form. For full details of the claims process, please refer to your policy document.
Making a complaint
If you are unsatisfied with any aspect of this policy or the service provided by your insurer, please write to:
For policies issued before the 1st January 2010:
The Quality Department, Europe Assistance Holdings Limited, Sussex House, Perrymount Road, Haywards Heath, West Sussex, RH16 1DN
For policies issued after the 1st January 2010:
Head of Customer Care, who will arrange for an investigation on behalf of the Chief Executive: Head of Customer Care AXA Insurance, Civic Drive, Ipswich, IP1 2AN
Tel: 01473 205926
Fax: 01473 205101
e-mail: customercare@axa-insurance.co.uk
If you are not satisfied with the final response you can refer the matter to the Financial Ombudsman Service.
Financial Services Compensation Scheme (FSCS)
For your added protection, the insurer is covered by the FSCS. You may be entitled to compensation from the scheme if it cannot meet its obligations. This depends on the type of business and the circumstances of the claim. Insurance cover is limited up to 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit.
Further information about the compensation scheme arrangements is available from the FSCS, telephone number 020 7892 7300, or by visiting their website at www.fscs.org.uk.
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