Q: What specific medical expenses and situations are excluded from my travel policy?
Please note: This is a guidance summary. A full, comprehensive list of all medical exclusions can be found directly within your policy wording. All cover is subject to the policy terms, conditions, exclusions, and any applicable excess.
A: To avoid any surprises in the event of a claim, please be aware that our emergency medical section strictly excludes the following expenses:
Medical & Accommodation Restrictions
Delayed Treatment: Any elective treatment or surgery that our medical teams decide can be safely delayed until you return home to the UK.
Unrelated Conditions: The cost of any treatment or surgery that is not directly related to the specific injury or illness that caused your hospital admission.
Room Upgrades: Any additional costs associated with staying in a single or private hospital room, unless explicitly deemed medically necessary by our team.
Non-Emergency Facilities: Any treatments, massages, or services provided by a health spa, convalescent home, nursing home, physiotherapist, or rehabilitation center, unless pre-approved by our Emergency Medical Assistance Service.
Hospital Visitors: Any travel or accommodation costs incurred by friends or family members visiting you while you are in the hospital.
Post-Return Care: Any medical expenses incurred after you have successfully returned home to the United Kingdom, or any private treatment costs inside the UK.
Activities, Medicines, and Travel Conditions
Uncovered Sports: Any injuries or claims caused by participating in a sport or activity that is not explicitly listed as covered in your policy documents.
Winter Sports: Any claims resulting from skiing, snowboarding, or other winter sports activities unless you have actively purchased our Winter Sports upgrade and it is shown on your policy schedule.
Medication Responsibility: The cost of obtaining, replenishing, or replacing personal prescription medications that you should have packed with you in your hand luggage to cover potential travel delays.
Tropical Diseases: Any expenses due to tropical diseases if you failed to take the standard NHS-recommended inoculations, vaccinations, or preventative medications required for your destination.
Lack of Evidence: Any claim where you are unable to provide official medical reports, receipts, or written evidence of your loss.
Q: What documents and evidence must I provide if I need to make a medical or repatriation claim?
A: To submit a successful claim for medical emergencies or repatriation expenses through your Customer Zone, you must provide the following paperwork and evidence where relevant to your situation:
Medical & Treatment Receipts
Official Medical Bills: Itemized receipts or official bills for all in-patient or out-patient hospital care, surgeries, and emergency dental treatments received abroad.
Prescription Costs: Receipts from pharmacies for any emergency medications prescribed to you during your trip.
Travel & Logistical Expenses
Hospital Taxis: Receipts or bills for taxi fares used to travel to or from the medical facility. These must clearly state the date, fare, name, and specific location of the hospital.
Communication & Extra Costs: Receipts or proof of purchase for any additional transport, accommodation, or phone bills incurred while contacting our Emergency Medical Assistance Service.
European Travel Care: If your emergency occurred within Europe, a clear copy or photograph of your Global Health Insurance Card (GHIC) or older European Health Insurance Card (EHIC).
Important History & Other Insurances
GP Medical History: Your medical history or specific information from your UK doctor (if requested by our claims team, you may need to sign a medical release form with your local surgery to allow us to view this).
Other Cover Details: Full details of any secondary travel insurance, company benefits, private medical insurance, or bank account coverages under which you could also legally claim.
In the Event of a Death Abroad
An official copy of the death certificate.
Receipts, bills, and invoices detailing all funeral, cremation, or body repatriation expenses incurred outside the United Kingdom.
