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 SOLID Forsakringar.
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.
| Section | Cover | Premier Cover | Policy Excess | Economy Cover | Policy Excess |
| A | Cancellation, Curtailment & Trip Interruption Charges | £5,000 | £65 | £1,000 | £100 |
| Loss of Deposit | £25 | £25 | |||
| B | Emergemcy Medical Expenses | £10,000,000 | £65 | £10,000,000 | £100 |
| Emergency Dental Treatment | £250 | £65 | £250 | £100 | |
| Burial or Cremation Abroad | £2,500 | £65 | £2,500 | £100 | |
| C | Hospital Benefit | £800 (£25 per day) | Nil | £800 (£25 per day) | Nil |
| D | Personal Accident: | ||||
| Death | £20,000 | Nil | £5,000 | Nil | |
| Loss of Limb or Sight | £20,000 | Nil | £10,000 | Nil | |
| Permanent Total Disablement | £20,000 | Nil | £10,000 | Nil | |
| E | Baggage | £2,000 | £65 | £1,000 | £100 |
| Single Article, Pair or Set Limit | £300 | £65 | £100 | £100 | |
| Valuables | £300 | £65 | £100 | £100 | |
| Business Equipment | £400 | £65 | N/A | Nil | |
| Emergency Replacement of Baggage | £100 | Nil | N/A | Nil | |
| F | Personal Money, Passport and Documents | £500 | £65 | £250 | £100 |
| Cash | £200 | £65 | £150 | £100 | |
| G | Personal Liability | £2,000,000 per policy | £65 | £2,000,000 per policy | £100 |
| H | Delayed Departure | £300 (£20 for the first full 12 hours, £10 for each subsequent 12 hours) | Nil | N/A | Nil |
| Abandonment | £5,000 | £65 | £1,000 | £100 | |
| I | Missed Departure | £500 - Europe / £1,000 - Worldwide | Nil | £500 - Europe / £1,000 Worldwide | Nil |
| J | UK Departure Assistance & Missed UK Connection | £500 | Nil | £500 | Nil |
| K | Legal Expenses and Assistance | £25,000 | Nil | £10,000 | Nil |
| L | Extended Kennel and/or Cattery Fees | £250 | Nil | £250 | Nil |
| M | Hijack and Kidnap | £5,000 (£500 per day) | Nil | £5,000 (£500 per day) | Nil |
| N | Personal Assistance Services | £250 | Nil | £250 | Nil |
| Winter Sports (Optional) | |||||
| O | Ski Equipment | £500 | £65 | £500 | £100 |
| Hired Ski Equipment | £250 | £65 | £250 | £100 | |
| P | Ski Equipment Hire | £300 (£15 per day) | £65 | £300 (£15 per day) | £100 |
| Q | Ski Pack | £500 | £65 | £500 | £100 |
| Lost Lift Pass | £250 | Nil | £250 | Nil | |
| R | Piste Closure | £200 (£20 per day) | Nil | £200 (£20 per day) | Nil |
| S | Avalanche or Landslide Cover | £150 (£30 per day) | Nil | £150 (£30 per day) | Nil |
Anyone insured on this policy requiring cover should contact our medical screening service if they have:
• Been prescribed medication, received treatment, or attended 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:
• A heart attack, angina, chest pain(s), or any other heart condition
• High blood pressure, blood clots, raised cholesterol, aneurysm or circulatory disease
• Any form of stroke, TIA (Transient Ischaemic Attack), or brain haemorrhage
• 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 Directline 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.
Claims and Complaints Procedure
2012 – For policies issued on or after 1st January 2012
Making a claim:
Telephone Rightpath Claims on 0844 887 0306 and ask for a claim form. Once received, complete and return to Rightpath Claims, Airport House, Purley Way, Croydon CR0 0XZ. All claims must be notified within 28 days by completing the relevant claim form 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:
Quality Department, Europ Assistance, Sussex House, Perrymount Road, Haywards Heath, West Sussex, RH16 1DN.
Tel: 0844 338 5799
e-mail: quality@europ-assistance.co.uk
2011 – For policies issued before 1st January 2012
Making a claim:
Telephone 0844 579 6807 and ask for a claim form. Once received, complete and return to AXA Assistance (UK) Ltd, The Quadrangle, 106-118 Station Road, Redhill, Surrey, RH1 1PR 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.
Making a complaint:
If you are unsatisfied with any aspect of this policy or the service provided by your insurer, please write to the 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.
