Travel insurance information

What is travel insurance

Insurance is a means of protection from financial loss should the unfortunate happen. In travel insurance this loss could be as a result of a holiday cancellation, one of your party needing medical treatment whilst abroad, lost baggage or much, much more. Check the Fit2Travel policy wordings for a full list of what is covered.

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Single trip travel insurance

Single trip travel insurance is specific for each trip you take and is aimed at those travelling once, twice a year. Most of the benefits are the same as in the annual multi-trip insurance apart from the cancellation cover, with a single trip policy as soon as you have purchased you are covered should you need to claim for cancellation.

Covering a single trip is easy, you simply complete all the required quote details which will include the locations your travelling to and the start and end date of your trip.

single trip


Annual multi-trip insurance

Annual multi-trip travel insurance is better value for those travelling several times a year, by grouping all your trips into the one policy you pay the one premium and can travel as many times as you like / need from one year of the start date you chose. Cancellation cover starts on the same date so should you start your policy on the 2nd June and try to claim for cancellation on the 1st June you wouldn’t be covered.

This insurance is often included in bank account membership schemes where they take a monthly payment for several additional benefits.

annual


Backpacker insurance

Backpacker insurance is aimed at those travelling for a long period of time and can sometimes work out cheaper when covering several months at once. Destinations such as Australia and Africa are extremely popular backpacker locations for gap year students who want a break before continuing their education or getting a little experience before taking their next step in life.



Pre-existing medical conditions

Our policies are aimed at travellers with pre-existing medical conditions…

  • Easy to use online screening so you get the quotes that you need straight away.

  • Instant confirmation of the conditions you enter are covered.

  • All medical conditions considered.

Gone are the days of having to call in and explain what you have to be told no, at Fit2Travel you simply complete the questions asked relating to your questions and we give you an instant yes or no straight away.



Winter sports

The chance of injury increases massively when taking part in any winter sports activities, the risk of falling over, twisting an ankle or breaking a bone. We offer a winter sports “upgrade” which includes cover for various icy activities, not just skiing and snowboarding and also the equipment needed to do them (check the policy wordings for full details).


Sports and activities

activities

We cover a number of "standard" Sports & Activities, full details can be found in the policy wording.

For all other activities please call our friendly customer services team on 0330 880 1791 and they will be able to advise on what activities can be included although these may incur additional charges.



Cancelling your policy

Cancelling your policy with Fit2Travel is easy, contact us via either phone or email and our UK based customer services agents will talk you through the process and arrange.

You have a ‘cooling off’ period where, should you decide that you find that the terms and conditions do not meet your requirements and provided you have not travelled or claimed on the policy, you can advise Fit2Travel within 14 days of purchase for a full refund to be considered.

Should your medical situation change before you travel, and we are unable to continue providing cover, we will either allow you to make a claim for cancellation or, for single trip policies we will refund 50% of the total policy premium you have paid, and for multi-trip policies we will refund 1/12th of the total policy premium you have paid for each full calendar month remaining on the policy.

If the policy does not meet your needs and you choose to cancel within 14 days

If you find that the terms and conditions of the policy do not meet your needs and you no longer wish to be covered by the policy, you must tell us within 14 days of purchasing the policy we will refund your premium in full provided you have not travelled or claimed, or intend to claim, on the policy.

If you ask us to cancel the policy after 14 days

We will consider a partial refund should you wish to cancel your policy outside of the 14 day cooling off period provided you have not travelled or claimed, or intend to claim, on the policy.

  • Single Trip Policies – If we agree to a refund, then we will refund 50% of the total policy premium you have paid.
  • Multi-Trip Policies – If we agree to a refund, we will refund 1/12th of the total policy premium you have paid for each full calendar month remaining on the policy.

When we might cancel your policy

We reserve the right to give 7 days’ notice of cancellation of this policy, without a refund, by recorded delivery to you at your last known address in the event of the following circumstances:

  • fraud or reasonably suspected fraud;
  • misleading information or deliberate misrepresentation;
  • abusive behaviour to our staff.


Getting a quote

get quote

There are several ways to get a quote, firstly online using our quick and easy to navigate quote engine or by calling our friendly UK based call centre which features staff who know the policy benefits and limits.



Medical cover

medical cover

One of the most important aspects of most travel insurance policies is the medical cover, it’s the “bread and butter” and its why our policies include £10,000,000 medical cover limit on all levels of cover. This basically covers you for any hospital or medical costs that are incurred whilst on holiday.

Its worth noting that for all the medical conditions declared on your policy, cover is still included if you fall ill because of one of them.



Emergency assistance

We have a 24-hour emergency assistance line available on +44 (0) 1243 621 501.

Your policy covers treatment at a public/state facility only, unless approved by the assistance team. Call an ambulance using the local equivalent of a 999 number, or alternatively by dialling 112 within the EU, and then contact our Assistance team. We strongly suggest you put their telephone number, +44 (0) 1243 621 501, into your mobile phone before you travel so that it is to hand if you need it. Get details of the hospital you are being taken to so that our Assistance team will be able to obtain a medical report at the earliest possible opportunity. You may need to pay the policy excess locally and ask the hospital to send the rest of their bills. Our assistance team will explain this to them and provide them with a faxed/email confirmation if necessary.


Holiday cancellation

One of the major cover levels on a travel insurance policy is the holiday cancellation, this protects against your trip being cancelled or cut short by reimbursing you as set out in the policy wording. Unforeseen Reasons for cancellation can vary but these are often based around travellers falling unwell and being unable to travel or the trips themselves being cancelled by suppliers.

Cancellation cover starts differently based on the policy type you have chosen with annual policies starting on the date listed on your policy certificate.

mountain holiday


Personal liability

Particularly useful to skiers and snowboarders, should you cause accidental damage or injury to someone or their property, personal liability cover helps cover the costs during your travels.


Family travel insurance

plane

Travelling as a family brings its own additional problems, the kids are running around like uncaged animals overdosed on excitement and the last thing you want as a parent is to have to deal with an issue spoiling both their fun but also causing you unneeded stress. Fit2Travel emergency assistance is available 24 hours a day to help with any medical emergencies taking just a bit of the work away.



Lost documents / passport

Losing your documents or passport at any time regardless of during planning, before or during your trip can be hassle. There’s having to arrange replacements, any costs associated with doing so and applying, potential travel delay. Well that is all potentially covered by a travel insurance policy, see the policy wording for full details.



Travel insurance in the UK

Many travellers dismiss travel insurance for the UK and whilst we do benefit from the National Health service taking care of medical costs, there is more to a travel insurance policy such as cancellation, lost baggage cover etc.



EHIC / GHIC

The GHIC (Global Health Insurance Card) / EHIC card (European Health Insurance Card) gives a card holder the right to use state provided healthcare services when in a European Economic Area country or Switzerland. For more details see: about the UK health cards.



Travelling today, can I get cover?

You can get cover from today, as soon as your policy reference is provided your policy comes into force however you won’t be covered for anything which could become a claim you were aware of before taking out your policy.



Is our website secure

The Fit2Travel website is 100% secure, we use PayPal to assist with taking payment and host our site across SSL at all times using the latest SSL and TLS settings to keep us compliant with PCI testing.

BrokerSure Ltd as a whole is GDPR compliant and members of both BIBA (British Insurance Brokers Association) and ATII (Association of Travel Insurance Intermediaries).



How will I get my documents?

documents

You will receive your documents online at the end of the buying process and also via email shortly after completion. These can be requested at any time but should you require a resend please contact our call centre via email or phone who will be happy to assist.



Policy wordings

We offer three levels of cover and the relevant policy wordings can be found below.



Purchased between 13th October 2022 and 30th September 2023



Purchased between 31st Jan 2021 and 12th October 2022



Claims

In the event that you need to make a claim you will need to contact the relevant claims department as shown below depending on the nature of your claim.

You should notify them as soon as possible when you return to the UK (unless it is a medical emergency claim, they should be contacted straightaway).

Travel Claims

CEGA Claims Service
PO Box 127
Chichester
West Sussex
PO17 7WQ
Email: claims@cegagroup.com
Telephone: 0345 258 7172

End Supplier Claims

IPP Claims at Sedgwick
Oakleigh House
14-15 Park Place
Cardiff
CF10 3DQ
United Kingdom
Email: insolvency-claims@ipplondon.co.uk
Telephone: +44 (0)345 266 1872
Website: www.ipplondon.co.uk.claims.asp

Legal Expenses Claims

DAS Legal Expenses Insurance Company Ltd
Telephone: +44 (0)177 934 0470
Website: https://claims.dasinsurance.co.uk/

You will be asked to provide documents to support your claim which may include:

  • Policy Documentation
  • Completed Claims form
  • Receipts (where appropriate)
  • Proof of purchase (where appropriate)
  • Covering letter
  • Any other supporting evidence


Contact us

For all queries other than claims and overseas medical assistance please contact us:

Phone: 0330 8801791

Opening Hours: Open Monday to Friday 8:30am to 6pm, Saturday 8:30am to 4pm and closed Sundays,
(Calls may be monitored or recorded)

Email: enquiries@fit2travel.co.uk
We endeavour to respond to all email queries within 24 hours.

Or write to us at:
Fit2Travel Customer Services Department
Brokersure Ltd
Digital House
Threshelfords Business Park
Inworth Road
Feering
Colchester
Essex CO5 9SE
We endeavour to respond to all written queries within two working days.

Claims and Overseas Medical Assistance enquiries should be addressed to the parties shown within your insurance policy documents.



Making a Complaint

If your complaint relates to the sales literature, the way in which your policy was sold to you, the Medical Screening Service or regarding information about your policy, please contact:

Brokersure Ltd, Digital House, Threshelfords Business Park, Inworth Road, Feering, Colchester, Essex, CO5 9SE
Telephone: 0330 880 3605
Email: enquiries@brokersure.com

Claims / Underwriting Complaints

If your complaint relates to a claims, or assistance you received whilst travelling, please contact:

Complaints Manager, Arch Insurance (UK) Limited, 5th Floor, 60 Great Tower Street, London, EC3R 5AZ
Email: complaints@archinsurance.co.uk

If your complaint relates to the end supplier sections of cover or claims, please contact:

End Supplier Complaints (IPP), Compliance Officer, Liberty Mutual Insurance Europe SE, 20 Fenchurch Street, London, EC3M 3AW.
Telephone: +44 (0)203 758 0840
Email: complaints@libertyglobalgroup.com

How to make a Complaint applying to Section B22 Only "Legal Advice & Legal Expenses"

If your complaint relates Section B22 ‘If you need legal advice & legal expenses’, please contact:

Customer Relations Department, DAS Legal Expenses Insurance Company Ltd, DAS House, Quay Side, Temple Back, Bristol BS1 6NH
Telephone: 0344 893 9013
Email: customerrelations@das.co.uk

Or complete DAS’ online complaint form at: www.das.co.uk/about-das/complaints

The Information Commissioner

If there is any dissatisfaction with the way in which personal data has been processed, the Data Protection Officer can be contacted in the first instance using the details email: dataprotectionofficer@brokersure.com or write to Mr. Andy Taylor, Data Protection Officer, Brokersure Ltd, Digital House, Threshelfords Business Park, Feering, Colchester, Essex, CO5 9SE..

If you remain dissatisfied, the Information Commissioner’s Office can be approached directly for a decision.

The Information Commissioner can be contacted at:

Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Online: www.ico.org.uk

The Financial Ombudsman Service (FOS)

If We have not resolved Your complaint within eight weeks or You are not satisfied with Our response, You may be able to refer it to the Financial Ombudsman Service (FOS). You must do this within six months of receiving Our final response letter. Contact details for the Financial Ombudsman Service (FOS) are:

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone (Landline): 0800 023 4567 (Mobile): 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk Web: www.financial-ombudsman.org.uk