1. Am I covered if I am pregnant?
3. What is an existing medical condition?
5. How many children can be included on a family policy?
6. What are the terms and conditions?
7. What are my cancellation rights?
8. What does winter sports cover?
9. What do I do if I need medical assistance when travelling?
10. What is the difference between Standard and Gold cover?
11. How is my policy delivered?
12. Do you offer cover for over 65s?
13. Do you cover non-UK residents?
14. Can I go scuba diving when travelling?
15. What products do you offer?
16. What happens if my bag is stolen with all my travel documents and money whilst I am travelling?
18. When do I need to purchase my travel insurance?
19. What do I need to take on holiday with me?
20. Are my golf clubs covered?
21. Am I covered for cancellation?
22. What vaccinations do I need?
24. Which Hazardous Activities are covered at no extra premium?
25. Which Hazardous Activities are covered for an extra premium?
26. Which Hazardous Activities are not covered under any circumstances?
1. Am I covered if I am pregnant? top
Yes, provided you are not travelling against your doctor’s advice and have complied with the transport providers conditions of carriage relating to pregnancy. You will also be covered for cancellation if you are advised not to travel due to your pregnancy where the pregnancy was confirmed after the date your trip was booked or you bought this insurance.
2. What is a policy excess? top
Under some sections of your policy, you will have to pay an excess. This means that you will be responsible for paying the first part of the claim for each person insured, for each section, for each incident. The amount you have to pay is the excess. You will not have to pay an excess if you have chosen Gold cover.
3. What is an existing medical condition? top
Any medical condition listed below which you have suffered from, been treated for or diagnosed with, during the 12 months before purchasing your policy or booking a journey whichever is later.
- A heart or circulatory related condition (hypertension, angina, stroke and so on) or
- A lung or breathing related condition (not including asthma, when it is controlled and you have no other medical condition) or
- Cancer or
- A psychological condition or
- A terminal condition.
Please click here to read the full Health declaration and health exclusions
4. How do I make a claim? top
Visit: www.azgatravelclaims.com This will lead you to our online claims notification service where claim forms can be obtained immediately via email or by downloading directly from the site.
Phone: 020 8666 0606 Textphone: 020 8666 9562
Write to: Travel claims department, PO Box 1900, Croydon CR90 9BA.
Email: travel.claims@allianz-assistance.co.uk.
You will often need to obtain some information while you are away. The ‘Making a claim’ section of the policy outlines information and documents we normally need to assess your claim. Other more specific information may be requested depending on the circumstances. To prevent delays the claims process, you should provide as much detail as possible, regarding your claim. Please supply originals of all documentation submitted. We would recommend you keep a copy of anything you send.
5. How many children can be included on a family policy? top
All children in a family (including foster children) aged up to 17 and in full time education are insured under a Family policy. Note: Under a Family Annual Multi-trip policy each adult can travel independently, however all insured children must travel with at least one of the insured adults.
6. What are the terms and conditions? top
No insurance policy covers everything, so it is important that you read the policy terms and conditions carefully to make sure it provides the cover you need.
7. What are my cancellation rights? top
If your cover does not meet your requirements, please notify us within 14 days of receiving your proof of insurance and return all your documents for a refund of your premium.
You can write to us at Allianz Global Assistance 102 George Street, Croydon CR9 6HD telephone 020 8666 9269 textphone 020 8666 9562.
If during this 14 day period you have travelled, made a claim or intend to make a claim then we can recover all costs that you have used for those services.
Please note that your cancellation rights are no longer valid after this initial 14 day period.
8. When skiing what am I covered for? top
Provided you have paid the Winter Sports extension, you are covered for: delayed ski equipment, loss theft or damage to your own ski equipment, piste closure, avalanche closure, ski hire and lift passes up to the limits shown on the schedule of benefits. Winter sports activities covered are:
- snowboarding
- skiing
- cross country skiing on locally recognized tracks
- ski bobbing
- snow cat skiing
- mono skiing
- off piste skiing (within ski area boundaries of a recognized ski resort and following local ski patrol guidelines)
- luge
- ice skating
- ice fishing
- bob sleighing
- tobogganing
- dog sledding
- curling
- snow mobiling
9. What do I do if I need medical assistance when travelling? top
Please contact the 24-hour emergency assistance team on +44 (0) 8666 0605 immediately about any serious illness or accident abroad where you have to go into hospital or you may have to return home early or extend your stay because of any illness or injury. If you are unable to do this because the condition is life, limb, sight or organ threatening, you should contact us as soon as you can.
Tell them you are insured with Virgin Holidays and quote your booking reference number. The lines are open 24-hours a day, 365 days a year.
If you have treatment as an outpatient you must get a medical certificate showing the nature of the injury/illness together with any original bills, which you have paid. If these costs are likely to be over £250 you should also contact the Emergency phone number.
10. What is the difference between Standard and Gold cover? top
If you have paid the Gold cover premium you will not have to pay an excess when making a claim. If you have bought a Standard policy, you will have to pay an excess under some sections of your policy.
11. How is my policy delivered? top
Your policy will be sent to you in the post or email as soon as payment has been made. For policies purchased online all documentation will be emailed. A copy of the terms and conditions is can be viewed and downloaded by clicking here.
12. Do you offer cover for over 65s top
Yes, our single trip policy is available to customers of all ages. However, our annual multi-trip policy does have a maximum age limit of 74 years at the date of purchase.
What can I do if I am older than the maximum age limit for an annual multi-trip policy?
You may be able to obtain an alternative travel insurance policy by contacting: Free Spirit: www.freespirit4aga.co.uk quote code VHL 1000 Tel: 0845 609 8864 (Lines open 08.00am - 6.00pm Monday to Friday)
or
British Insurance Brokers Association: www.biba.org.uk Tel: 0870 950 1790 (Lines open 9.00am - 5.00pm Monday to Friday)
13. Do you cover non-UK residents? top
No, not currently, you must have your main home in the United Kingdom, the Channel Islands or the Isle of Man and not spent more 6 months abroad in the year before the policy was issued.
14. Can I go scuba diving when travelling? top
Scuba diving with an instructor to depths up to 18m is covered as standard. If you have purchased the optional Adventurous Activities, you will be covered to depths of up to 30m when diving with a buddy. (See FAQ 24. & 25. for full list of activities).
15. What products do you offer? top
- Standard Cover Single Trip
- Gold Cover Single Trip
- Standard Annual Multi-trip
- Gold Annual Multi-trip
- Optional Wedding, Golf, Cruise Cover
- Optional Standard Adventurous Activities Cover
- Optional Gold Adventurous Activities Cover
16. What happens if my bag is stolen with all my travel documents and money whilst I am travelling? top
You must report theft or losses to the police or relevant authority within 24 hours of the event and obtain a written report confirming full details of the circumstances and items stolen or lost. Without written evidence of the loss and original receipts of other proof of ownership Allianz Global Assistance will not be able to make any payment to you.
You should never leave personal possessions unattended in a public place. You should always take reasonable care to look after your property and treat it as if it were not insured. Cash and valuables should never be packed in suitcases or other bags that are checked-in or left in locked vehicles). The policy has as a single item limit of £250, a total valuables limit of £400 and a cash limit of £250.
17. Are my glasses covered? top
Yes glasses are covered up to the single article limit of £250. Contact lenses are only covered if stolen or damaged in a fire.
18. When do I need to purchase my travel insurance? top
At the time of booking your holiday to make sure that you have cancellation cover in place as soon as the trip is booked.
19. What do I need to take on holiday with me? top
Please ensure that you take a copy of your policy confirmation and a copy of the policy wording - these documents contain important numbers that you may require whilst travelling.
20. Are my golf clubs covered? top
Golf clubs are covered under the standard personal possession cover for loss, theft or accidental damage. You can purchase our optional Golf Cover which has increased cover limits for golf equipment including hire of alternative equipment if yours is delayed or lost on the outward journey. The optional Golf Cover also covers loss of green fees if you are unable to play due to injury or illness and will pay £75 if you achieve a "Hole in One".
21. Am I covered for cancellation? top
Yes, cancellation cover is provided if you need to cancel the trip due to any of the listed reasons in the policy for example illness, injury or redundancy. Subject to the policy terms and conditions the policy will pay any travel and accommodation costs that you have paid and are unable to get back from your airline, tour operator, travel agent etc.
22. What vaccinations do I need? top
You should check with your doctor, who will advise you what vaccinations are required. You can also find advice online. Try NHS Choices - www.nhs.uk or Foreign & Commonwealth Office - www.fco.gov.uk
23. Can I change my policy? top
We can change or cancel your policy within 14 days of purchase. After this you will only be able to upgrade the policy.
24. Which Hazardous Activities are covered at no extra premium? top
abseiling (within organiser’s guidelines)
aerobics
angling (freshwater/pier/sea)
archery
athletics
badminton
ballet
baseball
basketball
beach games
bird watching
bridge swinging (single)
bowls
bungee jumping - single (within organiser’s guidelines)
camel trekking
camping
canoeing (up to grade 3 rivers only – not white water)
cricket
croquet
cycling (not BMX, Mountain or main form or transport)
deep sea fishing
elephant trekking
farm work (unpaid, excluding operating machinery)
fell walking / running (no climbing)
fishing
fitness training
fives
fly fishing
grass skiing
gymnastics
handball
high diving – pool
hockey
horse riding (excl. competitions/racing/jumping/hunting/eventing/polo/rodeo)
ice skating (rink only)
in-line skating
jet skiing (as a one-off only)
jogging
keep fit
marathon running
motor cycling (up to 125cc and not main mode of transport)
netball
orienteering
pedaloes
pony trekking
racket ball
rambling
road running
roller skating
roller hockey
roller blading
safari – up to 16 days only (must be organised tour)
sand boarding
shooting (target)
singing
skateboarding
snooker, pool and billiards
snorkelling
softball
spectating (at music or sporting events)
squash
swimming
swimming with dolphins
table tennis
tenpin bowling
tennis
trekking – pony/camel/elephant
volley ball
walking (up to 15 miles per day)
weight training
whale watching
Also covered for the following when in a pool or inland waters within a 12 mile limit:
Boating, canoeing (up to grade 3), parascending (towed by a boat), rafting (up to grade 3), rowing, sailing, scuba diving (to 18 metres), snorkelling, surfing, swimming, water skiing, wind surfing, yachting.
25. Which Hazardous Activities are covered for an extra premium? top
Backpacking
Body boarding
Boogie boarding
Bridge swinging (more than one)
Bungee jumping (more than one)
Caving
Cycling (main mode of transport)
Fencing
Football tours (taking part, not professional/semi)
GaelicFootball (taking part not professional/semi)
Go-karting
Hang gliding
Heli skiing
Hiking
Hill walking
Hot air ballooning (as a passenger)
Hunting
Judo
Lacrosse
Low impact 4x4 driving
Luge
Martial arts
Motor cycling (main mode of transport)
Mountain biking
Parachuting
Paragliding
Polo
Potholing
Quad biking
Rock climbing
Safari (over 17 days)
Sand yachting
Shark diving
Spear fishing (without tanks)
Street luge (designated course)
Trampolining
Trekking (up to 5449 metres)
Triathlon
Walking (more than 15 miles per day)
Water polo
Weight lifting
You are also covered for the following when a pool or inland waters within a 12 mile limit: rafting (grade 4 and 5), canoeing (grade 4 and 5).
26. Which activities are not covered under any circumstances? top
American football
boxing
canoeing (above grade 5)
canyoning
cliff diving
endurance races
flying (except passengers in licensed passenger carrying aircraft)
football tours (taking part and semi/professional)
gaelic football (taking part and semi/professional)
glider flyer
manual work (with machinery or in the building/construction trade)
microlight flying
mountaineering (using ropes or guides)
private flying
rafting (above grade 5)
rugby (taking part)
scuba diving (in excess of 30 metres)
ski acrobatics
ski flying
ski mountaineering
ski radonee
sky diving / surfing
trekking (over 5,450 metres)
working with children in any capacity
wrestling
There is no cover for:
- Any professional sporting activity, or
- Any kind of racing except racing on foot, or
- Any kind of manual work (described in Question 24 above)