Q: How do automatic renewals work for my policy?
A: To ensure continuous, seamless protection, our Annual Multi-Trip policies are set to renew automatically each year using a secure payment process. Here is what you need to know about the renewal cycle:
Advance Notification: We will email you your renewal terms and premium details at least 21 days before your policy expires, regardless of whether you have automatic renewal turned on or off.
Renewal Offers: We may extend a renewal offer to you up to 3 months in advance of your policy's expiration date. Please contact our call centre to enable this option.
Status Updates: At renewal, we assume your personal details are unchanged and that you have consent from the cardholder to process the payment unless you notify us otherwise.
Payment Schedule and Failed Payments
7 Days Before Expiry: We will attempt to process your renewal payment 7 days before your policy expires. This early check ensures you do not accidentally experience a gap in coverage if the payment fails.
If the First Attempt Fails: We will email you immediately to let you know.
3 Days Before Expiry: We will make a final automated attempt to process the payment. If this fails, we will notify you again. You can still log in and make a manual payment anytime up until your exact expiration date.
Lost or Replaced Bank Cards: We use a highly secure, modern payment token system. Because our system links to your overall bank account rather than the specific physical card number, your automatic renewal will usually still process successfully even if your card has expired, been misplaced, or been replaced by your bank.
Opting Out, Cancellation, and Policy Changes
How to Opt Out: You can opt out of automatic renewals during your initial purchase or at any time via your renewal portal or by contacting our customer support team.
Important Note on Re-enabling: If you turn off automatic renewals and later turn them back on, the system will not automatically charge your card. You will be required to make a manual payment to renew.
Changing Cover or Details: During the renewal window, you can update your personal information (such as a new address) or adjust your coverage levels to better suit your upcoming travel plans.
Adding or Removing Members: You can remove individuals from a joint policy during renewal, provided the main policyholder gives permission. Adding new individuals depends on factors like age and medical conditions; please contact us with their details so we can verify if they can be added.
Health Declarations and Premium Changes
Re-Declaring Medical Conditions: Yes, a renewal is legally considered a new contract. You must declare any changes in your health or any new medical conditions that have developed since you first took out your policy.
Premium Adjustments: Your renewal premium may vary or increase based on factors such as changes to your age, updated health conditions, or new coverage add-ons.
What Happens If My Policy Expires?
The Renewal Deadline: If you do not renew your policy by your exact expiration date, we cannot renew it. You will need to purchase a brand-new policy to get covered.
Missed Deadline Discount: If your policy lapses, we will send you an expiration email containing a link to purchase a new policy with an automatic returning customer discount (or your accumulated loyalty points discount).
Grace Period for Claims: If an unexpected incident occurs exactly on your renewal date and you booked the holiday while your previous policy was active, you can still claim for trip cancellation provided that you successfully renew your policy with us.
Please note: All cover is subject to the policy terms, conditions, exclusions, and any applicable excess.