travel insurance - virgin holidays · you will not receive any personal advice or a recommendation...

Allianz Global Assistance travel insurance is underwritten by AWP P&C SA and is administered in the UK by Allianz Global Assistance. Allianz Global Assistance is a trading name of

AWP Assistance UK Ltd, 102 George Street, Croydon CR9 6HD.

AWP Assistance UK Ltd is authorised and regulated by the Financial Conduct Authority.

AWP P&C SA is duly authorised in France and the United Kingdom and subject to limited regulation by the Prudential Regulation Authority and the Financial Conduct Authority.

Allianz Global Assistance will act as agent for AWP P&C SA for the receipt of customer money, settling claims and handling premium refunds.

Travel InsuranceCover is only available if you are a resident of the UK, the Channel Islands or the Isle of Man.

Existing medical conditions are not covered unless they have been declared and accepted in writing by the insurer.

Policy queries and refund requests: 0345 641 9723

Health declaration: 020 8666 9372 (to declare a medical condition or change in your health)

24-hr Emergency medical assistance: UK +44 (0)20 8666 0605

24-hr Legal helpline: UK +44 (0)20 8666 9213

24-hr Homecare helpline: UK +44 (0)20 8666 9212

Claims: 020 8666 0606

In a life or death situation, call the Emergency Services in the country you are visiting for example 112 within the European Union or 911 in the USA

Please read these documents carefully and take them with you on your trip

Important telephone numbers

These documents are available in large print, audio and Braille.

Please contact us on Phone 0345 641 9723

and we will be pleased to organise an alternative version for you.

Ref: 2435TVL (1) 05/18

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Page

Demands and needs statement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1About us and our insurance services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2Important information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3Summary of cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5Health declaration and health exclusions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-7General exclusions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Adventurous activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 924-hour emergency medical assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Making a claim . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Making a complaint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Reciprocal health arrangements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12‘Know before you go’. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Section 1 - Emergency medical and associated expenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-14Section 2 - Cancellation or cutting short your trip . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-16Section 3 - Personal belongings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-18Section 4 - Personal money. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Section 5 - Loss of passport . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Section 6 - Delayed personal belongings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Section 7 - Missed departure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Section 8 - Delayed departure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23-24Section 9 - Personal accident . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Section 10 - Personal liability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Section 11 - Legal expenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26-27Section 12 - Hijack / Mugging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Section 13 - Catastrophe cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Section 14 - Pet care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Section 15 - Homecare . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Section 16 - Airport lounge cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Section 17 - Cruise cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32-33 Section 18 - Winter sports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34-36Section 19 - Wedding cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Legal and regulatory information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38-39Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40-41

Contents

Allianz Global Assistance travel insurance suits the demands and needs of customers who wish to insure themselves for medical emergencies, delayed or missed departures, cancellation or cutting short a trip, lost, stolen or delayed belongings, loss of travel money and passport, personal accident, personal liability and legal expenses.

The levels of cover may vary depending on where you travel (whether in your home country or overseas).

Travel insurance does not cover everything. You should read this policy carefully to make sure it provides the cover you need. You may already possess alternative travel insurance for some or all of the features and benefits provided by this travel insurance product. It is your responsibility to investigate this. Allianz Global Assistance has only provided you with information and has not provided you with any recommendation or advice about whether this product meets your specific insurance demands and needs.

Demands and needs statement

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About us and our insurance servicesAllianz Global Assistance

102 George StreetCroydon, CR9 6HD

1. The Financial Conduct Authority (FCA)The FCA is the independent watchdog that regulates financial services. Use this information to decide if our services are right for you.

2. Whose products do we offer?We are an insurance intermediary that offers products from a single insurance company, AWP P&C SA which is a French company duly authorised in France. We act on their behalf

3. Which service will we provide you with?You will not receive any personal advice or a recommendation from us for travel insurance. We may ask you some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed.

4. What will you have to pay us for this service?You will only pay us the premium for your policy, and you will not pay us a fee for arranging this on your behalf. We are paid for our services to you by the insurance company, AWP P&C SA. The nature of such payment is a mixture of commission and other fees based on our costs for administering your policy.

5. Who regulates us?Allianz Global Assistance which is a trading name of AWP Assistance UK Ltd, 102 George Street, Croydon CR9 6HD is authorised and regulated by the Financial Conduct Authority. Our Financial Services Register number is 311909. Our permitted business includes arranging travel insurance.

You can check this on the Financial Services register by visiting the FCA’s website www.fca.org.uk/register or by contacting the FCA on 0800 111 6768.

6. What to do if you have a complaintIf you wish to register a complaint, please contact us:• In writing: Customer Service, Allianz Global Assistance, 102 George Street, Croydon CR9 6HD.• By phone: 020 8603 9853 • By email: [email protected]

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service for independent arbitration. Visit www.financial-ombudsman.org.uk write to Financial Ombudsman Service, Exchange Tower, London E14 9SR call 0800 023 4567 or 0300 123 9 123 email [email protected]

7. Are we covered by the Financial Services Compensation Scheme (FSCS)?We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations.

Insurance advising and arranging is covered for 90% of the claim, with no upper limit.

Further information about the compensation scheme arrangement is available from the FSCS, by calling 0800 678 1100 or 020 7741 4100, or visiting their website at www.fscs.org.uk.

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Important information

Note Your policy does not cover everything. You should read this policy carefully to make sure it provides the cover you need.

Thank you for buying Allianz Global Assistance travel insurance.Your cover Your policy schedule shows the cover you have chosen, the people who are covered and any special terms or conditions that may apply. Please check it carefully.In return for you paying us the insurance premium, we will pay up to the maximum amount shown in the ‘Summary of cover’, for any claim covered under this policy during the period of insurance.

Certain words have a special meaning and are highlighted in bold print throughout the policy. The full meanings of these words are explained in the ‘Glossary’ at the end of this policy or within the sections where they appear.If there is anything you do not understand, please call us on 020 8666 9269 or write to Allianz Global Assistance travel insurance, 102 George Street, Croydon CR9 6HD.

Information you need to tell usThere is certain information that we need to know as it may affect the terms of the insurance cover we can offer. You must, to the best of your knowledge, give accurate answers to the questions we ask when you buy your Allianz Global Assistance travel insurance policy. If you do not answer the questions truthfully it could result in your policy being invalid and could mean that all or part of a claim may not be paid.If you think you may have given us any incorrect answers, or if you want any help, please call 020 8666 9269 as soon as possible and we will be able to tell you if we can still offer you cover.Cancellation rights If your cover does not meet your requirements, please notify us within 14 days of receiving your policy schedule and return all your documents for a refund of your premium.You can contact us at Allianz Global Assistance travel insurance, 102 George Street, Croydon CR9 6HD or telephone 0345 641 9723.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.

Policy excessUnder 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.

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Summary of coverThe following table shows the maximum amount we will pay and policy excesses for each section of cover. You should read the rest of this policy booklet for the full terms and conditions.

Section of cover Maximum amount we will pay (Standard and Gold cover)

1 Emergency medical and £10 million £100 Nil associated expenses Extra travel and accommodation Reasonable costs (including up to £25 a day for meals and phone calls) Funeral expenses £2,500 Hospital benefit £600 (£20 a day) Dental £350 Excursions Included

2 Cancellation or cutting short your trip £5,000* £100 Nil Loss of excursions Included

3 Personal belongings £1,500 £100 Nil Valuables £400 Single item, pair or set £250 max Tobacco, alcohol, fragrances £50 max

4 Personal money £500 £100 Nil Cash £250 (£50 if aged 16 or under)

5 Loss of passport £250 Nil Nil

6 Delayed personal belongings £150 Nil Nil

7 Missed departure Within Europe £600 Nil Nil Outside Europe £1,000 Nil Nil

8 Delayed departure Delay £100 (£25 per 8 hours) Nil Nil Abandoning your trip £5,000* £100 Nil

9 Personal accident Death £30,000 Nil Nil (£1,500 if aged 16 and under) Permanent loss of sight or limb £30,000 Nil Nil Permanent total disablement £30,000 (no cover if aged Nil Nil 16 and under or 65 and over)

10 Personal liability £2 million £100 Nil

11 Legal expenses £25,000 Nil Nil

12 Hijack /mugging Nil Nil Hijack £1,000 (£50 a day) Mugging £1,000 (£50 a day) Nil

13 Catastrophe cover £500 Nil Nil

14 Petcare £250 (£25 a day) Nil Nil

15 Homecare £250 Nil Nil

16 Airport lounge cover £60 Nil Nil

Excess Standard Gold

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Notes*Cancellation top up The limit can be increased to £15,000 for each person insured when the extra premium has been paid and this is shown on your policy schedule.

Maximum amount we will pay The most we will pay for each person insured for each trip, unless it says otherwise.

Cover applicable The level of cover and optional extra covers you have chosen are shown on your policy schedule. Gold cover is not available on annual multi-trip policies.

Excess This is the amount we will take off for each person insured, for each section, for each incident claimed for. If you have Gold cover, the excess will not apply.

Medical treatment in your home country There is no cover for medical costs you pay in your home country, except for emergency dental treatment.

Journey limits (annual multi-trip cover only) Annual multi-trip cover is for short trips of 42 days or less per trip only. There is absolutely no cover offered by this policy whatsoever for trips which are longer than 42 days per trip. This would include not insuring you for any part of a trip that is longer than 42 days in duration.

Winter sports limits Winter sports activities are only covered if you are aged 65 or under and have paid the appropriate premium and this is shown on your policy schedule. You will only be covered for up to 90 days (single trip cover) and 22 days (annual multi-trip cover) during the period of insurance.

Summary of cover (continued) Extra covers (Only applies when shown Maximum amount we will pay on your policy schedule) (Standard and Gold cover)

17 Cruise cover Cruise connection - Within Europe £500 Nil Nil - Outside Europe £750 Nil Nil Missed port £500 (£100 per port) Nil Nil Cabin confinement £300 (£30 per day) Nil Nil Excursions £500 Nil Nil

18 Winter sports cover Ski pack £300 Nil Nil Hire of alternative ski equipment £250 (£25 per day) Nil Nil Ski equipment £400 £100 Nil - Single article - £250 Piste closure £250 (£25 per day) Nil Nil Avalanche closure £200 (£50 per day) Nil Nil Search and rescue Reasonable costs Nil Nil

19 Wedding cover Wedding clothes £1,000 per couple £100 Nil Wedding rings £500 per couple £100 Nil Wedding video / photographs £750 per couple £100 Nil

Excess Standard Gold

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If you make a claim arising from a medical condition that has not been declared and accepted by us, it is unlikely that your claim will be paid.

These apply to ‘Section 1 - Emergency medical and associated expenses’ and ‘Section 2 - Cancelling or cutting short your trip’.

It is very important that you read the following and declare any existing medical conditions to us.

1 You will not be covered for any directly or indirectly related claims (see note at the end of this section) arising from the following if in the 12 months before taking out this insurance or booking your trip (whichever is later), you:a have been prescribed medication;b have received treatment or attended a medical practitioner for any medical condition;c have attended a hospital or a clinic as an out-patient or in-patient;d have been referred for tests, investigations, treatment, surgery or are awaiting results. e have been diagnosed as having a terminal illness.

Unless you have declared any existing medical conditions to us and we have confirmed cover in writing.

2 You will not be covered unless you are fit to travel and able to undertake your planned trip.3 You will not be covered if you travel against the advice of a doctor or where you would have been advised not to

travel if you had sought their advice before beginning your trip.4 You will not be covered if you know you will need medical treatment or consultation at any medical facility during

your trip.5 You will not be covered if you had any undiagnosed symptoms for which you were awaiting investigations or

consultations or the results of investigations and where the underlying cause had not been established.6 You will not be covered if you are travelling specifically for the purpose of obtaining and / or receiving any elective

surgery, procedure or hospital treatment.

Health declaration and health exclusions

Medical screening service

If you have not already done so, you should contact our confidential medical screening service as soon as possible after taking out this insurance or booking your trip to declare a medical condition (or conditions);

Phone 020 8666 9372 or visit www.azgahealthscreen.co.ukBased on the medical information you provide, we will confirm if cover can be offered for your declared medical condition (or conditions), and if an extra premium needs to be paid. Occasionally, we may need you to get extra medical information (at your cost) from your doctor to enable us to make a decision.

If an extra premium is required, cover will not start until this has been paid in full and we have issued written confirmation.

If we are unable to cover the medical condition (or conditions), this will mean that you and any other person insured by us will not be covered for any directly or indirectly related claims arising from the medical condition (or conditions). This applies even if the person with the medical condition (or conditions) decides to buy cover from another provider.

Each person insured by us would still be covered for any unrelated medical condition (or conditions) and other sections of cover subject to the terms and conditions of this policy.

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Health declaration and health exclusions (continued)

Changes in health for annual multi-trip customersIf your health changes after taking out this insurance, you must tell us as soon as possible by calling 020 8666 9372 if this means you have to:• see a doctor and be referred to a consultant or specialist; or• be admitted to hospital for treatment (including surgery, tests or investigations); or • await treatment or the results of tests and investigations.

We will tell you whether or not your medical condition (or conditions) can be covered and if you need to pay an extra premium. If we cannot cover your medical condition (or conditions), or you do not want to pay the extra premium, you can choose to:• make a cancellation claim for any trips already booked; or• continue cover on this policy, but without cover for your medical conditions; or• cancel this policy and request a proportionate/partial refund (as long as you have not made a claim or intend to make a

claim).

Note Indirectly related claims An indirectly related claim means a medical problem that is more likely to happen because of another medical problem you already have. Sometimes these conditions can lead to the development of other conditions. For example if you:• suffer from asthma, chronic obstructive pulmonary disease or other lung disease, you are more likely to get a

chest infection.• have high blood pressure, high cholesterol or diabetes, you are more likely to have a heart attack or a stroke.• have osteoporosis, you are more likely to break or fracture a bone.• have or have had cancer, you are more likely to suffer with a secondary cancer.

Level of medical cover provided This is not a private medical insurance policy and only gives cover for emergency medical treatment in the event of accident or unexpected illness occurring during your trip.

Note Annual multi-trip policy renewalsAt the expiry of your period of insurance, the terms of your cover and the premium rates may be varied by us. This means we cannot guarantee that we will be able to provide the same terms of cover on your renewed policy or even renew it at all.If you book a trip that does not start until after the expiry date of your policy, you may find that the cover provided for that trip will change when the policy renews.

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General exclusionsThese exclusions apply to the whole of your policy.1 We will not pay any claim directly or indirectly caused by the following.

a You not answering accurately any question(s) we have asked you at the time of buying this policy, where your answer(s) may have affected our decision to provide you with this policy.

b War, invasion, act of foreign enemy, hostilities (whether war is declared or not), civil war, civil commotion, rebellion, revolution, insurrection, military force, coup d’etat, terrorism (this does not apply to claims made under Section 1 - Emergency medical and associated expenses, Section 9 - Personal accident or Section 12 - Hijack / Mugging) or weapons of mass destruction (for example, nuclear, chemical or biological).

c You not enjoying your trip or not wanting to travel.d You making a fraudulent claim. We may in these instances report the matter to the police.e The effect of your alcohol, solvent or drug dependency or long term abuse.f You being under the influence of alcohol, solvents or drugs, or doing anything as a result of using these

substances (except drugs prescribed by a doctor but not for the treatment of drug or alcohol addiction).g You not following any advice or recommendations made by the Foreign and Commonwealth Office, World Health

Organisation or any government or other official authority. This includes where certain vaccinations or other preventative measures (such as malaria tablets) are recommended. Also see page 12 for more information on the ‘Know before you go’ campaign.

h You taking part in an adventurous activity that is not listed or confirmed in writing as covered (see page 9).i You taking part in a winter sport unless you are aged 65 and under, have paid the extra premium to include this

cover and the activity is listed or confirmed in writing as covered (see page 9).j You travelling outside the area of cover shown on your policy schedule.k You committing suicide, injuring yourself or needlessly putting yourself at risk (unless you were trying to save

another person’s life) for example swimming while under the influence of alcohol or climbing from one balcony to another.

l You carrying out any illegal, malicious or criminal acts (including those where you are under the influence of alcohol), or you breaking the local road traffic regulations.

m You travelling on a motor cycle, unless the rider holds a valid UK motorcycle licence and both of you are wearing crash helmets.

n Travelling in an aircraft, unless you are a passenger in a fully-licensed, passenger-carrying aircraft.o Changes in the currency exchange rate.p Your property being held, taken, destroyed or damaged under the order of any government or customs officialsq Ionising radiation or radioactive contamination from nuclear fuel or nuclear waste or any risk of nuclear

equipment.r Any epidemic or pandemic.s Any economic sanction which prohibits us, the insurer or members of the Allianz Group from providing cover

under this policy.2 We will not pay claims (except under ‘Section 9 - Personal accident’) for something that is covered by another

insurance policy or could be made from someone else, for example any amounts you can get back from private health insurance, any reciprocal health arrangements, transport or accommodation provider, home contents insurer or any other claim amount recovered by you. In these circumstances we will only pay our share of the claim.

3 We will not pay any claim for losses that are not directly covered by the terms of this policy (for example, loss of earnings due to you not being able to work following an illness or injury during your trip, or replacing locks if you lose your keys).

4 You are not covered for a trip that begins before taking out this insurance, unless you have an annual multi-trip policy and your renewal date falls during your trip.

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Adventurous activitiesThe following activities have been categorised according to the level of cover we are prepared to offer:• Category A - Covered at no extra premium:

abseiling, aerobics, airboat rides, angling (freshwater / pier / sea), archery, athletics, badminton, ballet, baseball, basketball, beach games, bird watching, body boarding, boogie boarding, bowls, bridge swinging (single), bungee jumping (single), camping, clay pigeon shooting, cricket, croquet, cycling (not bmx or mountain or main mode of transport), deep sea fishing, farm work (unpaid, excluding operating machinery), fell walking, fishing, fitness training, fives, fly fishing, go-karting, grass skiing, gymnastics, handball, high diving (in a pool), hockey, horse riding (not jumping), hot air ballooning (as a passenger), ice-skating (rink only), in-line skating, jet skiing (as a one-off only), jogging, keep fit, kite surfing, marathon running, motor cycling (up to 125cc and not main mode of transport), netball, orienteering, pedaloes, pony/elephant/camel trekking, racquet ball, rambling, road running, roller blading, roller hockey, roller skating, safari up to 16 days, sand boarding/skiing, segways, shooting (target), singing, skateboarding, snooker, pool and billiards, snorkelling, softball, squash, swimming, swimming and snorkelling with dolphins/beluga whales/manatees/stingrays/turtles (when supervised activities with animals in captivity or in the wild), swimming and snorkelling with sharks (when a supervised activity with animals in captivity only), table tennis, tenpin bowling, tennis, trampolining, trekking/walking (up to a maximum height of 3,000 metres), volleyball, weight training, whale watching, zip wiring, 4X4 trips (passenger on a tour only).

You are also covered at no extra premium for the following when in a pool or inland waters within a 12 mile limit: boating, canoeing (up to grade 3), parascending over water (towed by boat), kayaking (up to grade 2 - not white water), rafting (up to grade 3), rowing, sailing, scuba diving (to 18 metres), snorkelling, surfing, swimming, water polo, water skiing, wind surfing, yachting.

• Category B - Covered at an extra premium: backpacking, bridge swinging (more than one), bungee jumping (more than one), caving, cycling (main mode of transport), fencing, football tours (taking part, not professional/semi), gaelic football (taking part not professional/semi), hang gliding, hiking, hill walking, hunting, judo, lacrosse, low impact 4x4 driving, luge, martial arts, motor cycling (main mode of transport), mountain biking (including guided tours), parachuting/skydiving (1 solo or tandem jump only. No extended free fall or acrobatics), paragliding, polo, potholing, quad biking (when a supervised activity and wearing crash helmets), rock climbing (when a supervised activity only), safari over 17 days, sand yachting, scuba diving (18 to 30 metres),

swimming and snorkelling with sharks (when a supervised activity in the wild with or without a cage), spear fishing (without tanks), street luge (designated course), trekking/ walking (between heights of 3,000 and 5,449 metres), triathlon, weight lifting.You are also covered at an extra premium for the following when in a pool or inland waters within a 12 mile limit: rafting (grade 4 and 5), canoeing (grade 4 and 5).

• Category X - No cover provided: 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 professional/semi), gaelic football (taking part and professional/semi), glider flying, manual work (with machinery or in the building or construction trade), microlight flying, mountaineering (ropes and/or guides), parachuting/skydiving (more than 1 solo or tandem jump or extended free fall or acrobatics), private flying, rafting (above grade 5), rugby (taking part), scuba diving (in excess of 30 metres), sky surfing, trekking/walking (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 (except as described

under Category A).Winter sports• Covered for up to 90 days (single trip cover) or up

to 22 days (annual multi-trip cover) during the period of insurance if winter sports cover is shown on your policy schedule and you are age 65 or under (no cover for persons aged 66 or over):on piste skiing and snowboarding, off piste skiing and snowboarding (when you are skiing within the ski area boundaries of a recognised ski resort and following ski patrol guidelines), bob-sleighing, cross-country skiing (on locally-recognised tracks), curling, dog sledging, ice fishing, luging, mono-skiing, ski bobbing, snow cat skiing, snow mobiling, tobogganing.

• Category X - No cover provided: heli skiing, skeleton sledding, ski acrobatics, ski flying, ski jumping, ski mountaineering, ski racing, ski radonee, ski stunting,

We may be able to cover you for other activities that are not listed. Please contact us on 020 8666 9269. An extra premium may need to be paid.

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24-hour emergency medical assistance

Emergency medical assistance serviceOur experienced multi-lingual medical assistance team will take full details of the emergency and can help in the following ways.

• Contacting hospitals and the doctors who are treating you.• Monitoring your treatment with our medical advisers.• Contacting your doctor to confirm your medical history, where necessary.• Making sure hospital and medical bills are guaranteed, where you have a valid claim.• Making sure relatives or travelling companions are kept up to date.• Arranging travel and accommodation for someone to stay with you (where medically necessary).• Deciding and arranging the most suitable, practical and reasonable way to bring you back home. This will normally be

by regular airline or road ambulance but, where medically necessary, an air ambulance or air taxi with trained medical escorts will be organised. We can also arrange for you to be admitted into a hospital in your home country.

Phone: UK +44 (0)20 8666 0605 Fax: UK +44 (0)20 8603 0204

Email: [email protected]

Quote Allianz Global Assistance travel insurance and the number on your policy schedule.

You must contact us immediately about any serious illness or accident where you have to go into hospital, return home early or extend your stay. We are open 24 hours a day, 365 days a year.

For minor illnesses or accidents needing simple outpatient treatment where the medical expenses are under £500, if possible, please pay the bills, keep the receipts and make a claim when you return home.

Note This not a private medical insurance policy and only gives cover for emergency medical treatment if you have an accident or suffer an unexpected illness.

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Making a claim

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 Write to: Travel claims department, PO Box 451, Feltham TW13 9EE.Email: [email protected] Allianz Global Assistance travel insurance and the number on your policy schedule.

Claims service Please fill in and return the claim form with all the information and documents we have asked for, as soon as possible.For all claims we will need the following.• Your trip booking invoice (or invoices) and travel documents showing the dates and times of travel.• Original receipts and accounts for all out-of-pocket expenses you have paid.• Original bills or invoices.• Details of any other insurance you may have that may cover the same loss, such as home or private medical insurance

policies.• As much evidence as possible to support your claim.

Note You will often need to gather some information about your claim while you are away.Under each section of cover there is a box called ‘What we will need if you make a claim’. This gives details of the extra information we need for each type of claim.

Making a complaintWe always aim to provide you with first-class service. However, we know that things can sometimes go wrong and there may be times when you feel we have not done so. If this is the case, please tell us, so that we can do our best to sort out the problem.Please write to: Customer Service, Allianz Global Assistance, 102 George Street, Croydon, CR9 6HD.Telephone: 020 8603 9853Email: [email protected] help us deal with your complaint as quickly and efficiently as possible, please tell us your name, address, phone number and claim reference and enclose copies of relevant correspondence and quote the number on your policy schedule.If you are not satisfied with our final response, you can refer the matter to the UK Financial Ombudsman Service. If you make a complaint, your legal rights will not be affected. Visit www.financial-ombudsman.org.uk write toFinancial Ombudsman Service, Exchange Tower, London E14 9SR call 0800 023 4567 or 0300 123 9 123 or email [email protected]

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Reciprocal health arrangementsEuropean Health Insurance Card (EHIC)• The EHIC entitles you to medical treatment, at a reduced cost (or sometimes free), while you are in a European

Economic Area (EEA) country or Switzerland. The EEA is made up of the European Union (EU) countries plus Iceland, Liechtenstein and Norway.

• The EHIC only entitles you to the same government-provided medical treatment as a resident of the country that you are visiting. The EHIC will not cover any medical treatment in a private hospital or clinic, or the cost of bringing you back home.

• You can apply for an EHIC online at www.ehic.org.uk or by calling 0300 330 1350. Application forms are also available from the Post Office.

NoteThe EHIC does not cover the cost of medical treatment in a private hospital or clinic, the additional cost of returning to your home country or for a relative to stay or fly out to be with you. In a medical emergency you may have no control over the hospital you are taken to or the closest hospital may be private.

Australia• When travelling to Australia, you can enrol in Medicare which will entitle you to hospital treatments and medicines at

a reduced cost. You can do this by contacting a local Medicare office in Australia.• If you want to claim a refund of costs under the Medicare scheme, you must do this before you leave Australia. For

more information on Medicare visit www.medicareaustralia.gov.au or e-mail [email protected].

If you make use of these arrangements or any other worldwide reciprocal health arrangement which reduces your medical expenses, you will not have to pay an excess.

Know Before You GoAs a partner in the ‘Know Before You Go’ campaign, we are working with the Foreign and Commonwealth Office (FCO) to help British travellers stay safe while abroad.Before you travel abroad, visit the FCO website at www.gov.uk/foreign-travel-advice. It is packed with essential travel advice and tips, plus up-to-date information about different countries.

Note You will not be covered under this policy if you do not follow any advice or recommendations made by the Foreign and Commonwealth Office (FCO).

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Section 1 - Emergency medical and associated expensesIf you are taken into hospital or you think you may have to come home early or extend your trip, or your medical expenses are over £500, you must contact us immediately. Phone UK +44 (0)20 8666 0605.

What you are covered for

We will pay you or your personal representatives up to the limit (or limits) shown in the summary of cover for the following necessary and unforeseen emergency expenses if you die, are injured, have an accident or are taken ill during your trip.Treatment• Medical, surgical, medication costs, hospital, nursing home or nursing services.Repatriation• Your repatriation to your home country if medically necessary.Extra travel and accommodation• Extra travel and accommodation for you and any one other person who stays or travels with you or to you from your

home country when medically necessary.Funeral expenses• Transporting your body or ashes to your home or for your funeral expenses, in the place where you die outside your

home country.Search and rescue• Mountain search and rescue services when medically necessary.We will also pay up to the amount shown in the summary of cover for the following:Hospital benefit• If you are in hospital as an inpatient during your trip as well as any fees or charges paid under ‘Treatment’.Dental• For emergency dental treatment to relieve sudden pain.Excursions• For your excursions that have been paid for and that cannot be recovered from anywhere else, if you get written advice

from a doctor that you cannot go on them, because of an injury or illness during your trip.

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What you are not covered for8

• Any medical condition set out under ‘Health declaration and health exclusions’ (See pages 6-7).• The policy excess as shown in the summary of cover. • Any claim where you do not take your prescribed medication or follow vaccinations or other preventative

measures (such as malaria tablets) as recommended by:- your doctor before you travel;- the doctor treating you while you are away.- the Foreign and Commonwealth Office, World Health Organisation or any government or other official

authority.• The cost of:

- services or treatment that we have not agreed, and, in the opinion of the doctor treating you or our medical advisers (or both), can wait until you return to your home country;

- treatment which is not directly related to the illness or injury that caused the claim;- taxi fares and phone calls (including mobile calls); - meals, beverages and car hire, unless agreed by us; - having a single or private room, unless agreed by us;- travel and accommodation of a higher standard than those originally booked for your trip, unless agreed by us;

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- travel and accommodation for more than one person to stay with you or travel to be with you from your home country, if medically necessary;

- replacing any medication you were using when you began your trip; - services or treatments you receive within your home country (except emergency dental treatment); - your burial or cremation within your home country; or- dental work not needed in an emergency, replacing or repairing false teeth or artificial teeth (such as crowns),

or any work involving the use of precious metals.

Please read the general exclusions that also apply.

What we will need if you make a claim

• Medical evidence from the doctor treating you to confirm the illness or injury and treatment given, including the dates you were admitted to and discharged from hospital (if appropriate).

• A medical certificate if you cannot go on any pre-booked excursions because of illness or injury.• Original receipts and accounts for all medical treatment and other expenses you have paid or have agreed to pay.• General information set out in the ‘Making a claim’ section on page 11.

Special conditions and notes applying to section 1

• This is not a private medical insurance policy and only gives cover for emergency medical treatment if you have an accident or suffer an unexpected illness.

• With you or your personal representative’s written permission, we will contact your doctor to confirm your medical history to help us deal with any claim. We can also ask for you to be medically examined or for a postmortem to be carried out if you die.

• To help us to recover any payment we have made under this policy, we can ask you to give us information and fill in any forms (including Department for Work and Pensions). We can also take legal action in your name (but at our expense).

• If your claim is reduced because you used a European Health Insurance Card (EHIC) or any other reciprocal health arrangement, you will not have to pay the excess.

• If our medical advisers think it is medically necessary to bring you back home, we will decide on the most suitable, practical and reasonable way to do this. This will normally be by regular airline or road ambulance, but where medically necessary, an air ambulance or air taxi with trained medical escorts will be arranged. We can also arrange for you to be admitted into a hospital in your home country.

• The doctor treating you must provide a certificate confirming that you are fit to travel. Without this, airlines can refuse to carry any ill or injured person.

• If you refuse treatment or refuse to return to your home country when the doctor treating you and our medical advisers agree that you are fit to travel, we will not pay any further costs or expenses and all cover for this trip will end unless we agree otherwise.

• If there is a dispute between our medical advisers and the doctor treating you, we will ask for an independent medical opinion.

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Section 2 - Cancelling or cutting short your tripIf you think you may have to come home early, you must contact us immediately. Phone UK +44 (0)20 8666 0605.

Meaning of words in section 2

Redundancy / redundant Loss of permanent paid employment (except in cases of voluntary redundancy), after continuously working with the same employer for at least two years.

ABC


We will pay up to the limit shown in the summary of cover if you have to cancel or cut short your trip in the following necessary and unavoidable circumstances.Cancellation If you have to cancel your trip for the following reasons which were not known at the time you booked your trip.• The death, serious injury or serious illness of you, someone you were going to stay with, a travelling companion, or a

relative or business colleague of you or a travelling companion. • You or a travelling companion is called for jury service in your home country or as a witness in a court in your home

country.• You or a travelling companion is needed by the police following a burglary, or damage caused by serious fire, storm,

flood, explosion, subsidence, vandalism, fallen trees, impact by aircraft or vehicle at your home or their home or usual place of business in your home country.

• You are a member of the Armed Forces, Police, Fire, Nursing or Ambulance services or work for another Government Department, and your employer withdraws your previously agreed leave for operational reasons.

• You or a travelling companion being advised not to travel by a doctor as a result of pregnancy.• You or a travelling companion cannot comply with the transport provider’s terms and conditions of carriage, because

of a pregnancy that you find out about after you bought your policy. • Your redundancy.• The Foreign and Commonwealth Office have advised against travel to your trip destination for the dates you are due

to travel.• Your pet dog, cat or horse needs emergency life saving treatment following an accident or illness, within seven days of

departure of your trip.

Cutting short your trip You cut short your trip for the following reasons which were not known at the time you began your trip.• Anything mentioned under ‘Cancellation’ except redundancy.• You are injured or ill and are in hospital for the rest of your trip.

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Under Cancellation and Cutting short your trip• The policy excess as shown in the summary of cover.• Any medical condition set out under ‘Health declaration and health exclusions’ (See pages 6-7).• Anything the company providing your transport or accommodation, their agents, any person acting for you or

your conference organiser is responsible for.• Booking, credit cards and non-Sterling transaction fees.• The cost of Airport Departure Duty/Tax recoverable from elsewhere.• Administration costs charged by your travel, accommodation or other provider to process a refund as a result of

cancelling all or part of your booking (including obtaining Airport Departure Duty/Tax refunds).

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• Anything caused by: - you not having the correct passport or visa; - your transport provider’s refusal to allow you to travel for whatever reason; - you not wanting to travel or not enjoying your trip; or - the company or person you booked the trip with (or their agents) being made bankrupt.

• More than the lowest market value of equivalent accommodation, transport charges and other travel expenses, if payment was made using frequent flyer points, airmiles, loyalty card points, redeemable vouchers or another similar scheme.

• The withdrawal from service of an aircraft, cross-channel train or sea vessel (temporarily or permanently), on which you are booked to travel, by the carrier or on the recommendation or order of any government, civil aviation authority, port authority, rail authority or other similar authority in any country.

Under Cancellation• Any extra cancellation charges, because you did not tell the company or person you booked the trip with, as soon

as you knew you had to cancel.• You not being able to afford the trip, except where you are made redundant and were only made aware of this

after the date you bought your policy or booked your trip (whichever is later).Under Cutting short your trip • Cutting short your trip, unless we have agreed.• Costs for you to come home because of illness or injury when you did not get a medical certificate from the

doctor treating you that says it was medically necessary for you to come home and we agreed to this.


Cancellation• You must cancel the trip as soon as you know you are unable to go.

Cutting short your trip• You must contact the 24-hour emergency assistance service before you return home and they must agree to the

reason for cutting the trip short.• If you have to cut short your trip, we will work out the unused value of your trip from the date it is necessary for you

to return to your home country early or the date you go into hospital as an inpatient, for the rest of your trip.• We will pay unused trip costs (but not your unused return travel tickets if we paid for new tickets) based on each

complete 24-hour period you have lost.

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• Your original cancellation invoice (or invoices) showing all cancellation charges.• Full details of the reason why you had to cancel or cut short your trip.• A medical certificate, filled in by the doctor treating you (cutting short your trip) or your doctor in your home

country (cancellation) confirming the illness or injury of the person causing you to cancel or cut short your trip.• A certified copy of the death certificate, where appropriate.• General information set out in the ‘Making a claim’ section on page 11.

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Section 3 - Personal belongingsMeaning of words in section 3

Fragile items China, glass, pottery or other fragile items that are likely to break easily.Pair or set A number of items of personal belongings that belong together or can be used together (for example, matching necklace and earrings, photographic equipment or a set of golf clubs).Personal belongings Luggage, clothes, valuables, sports equipment (not including ski equipment) and any other items that you wear, use or carry that belongs to you or that you are legally responsible for.Unattended Personal belongings left where you are not in a position to prevent unauthorised interference with, or theft of these items, unless they are locked in the accommodation you are using on your trip or they are out of sight in the locked boot, locked roof box or in the glove compartment or covered luggage area of a locked motor vehicle. Valuables Jewellery, watches, items made of or containing precious metals, or precious or semi-precious stones, furs, binoculars, telescopes, computer games, any kind of photographic, audio, video, computer, television, fax and phone equipment (including mobile phones, memory sticks and cards), personal media players (including MP3s and MP4s), PDAs, satellite navigation equipment, electronic games, TVs and CDs, mini discs, DVDs, cartridges, video and audio tapes.

ABC


We will pay up to the limit (or limits) shown in the summary of cover if your personal belongings are lost, stolen or damaged during your trip. We will need an original receipt, proof of ownership or an insurance valuation for all items claimed for. Where these are not available the most we will pay is £300 in total for all such items.

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• The policy excess as shown in the summary of cover.• Loss or theft of personal belongings, unless you have reported it to the police within 24 hours of discovery and

been given a written police report.• Loss or theft of, or damage to, the following:

- personal belongings while in the possession of your transport or accommodation provider, unless you have reported it to them within seven days of discovery and they have given you a property irregularity report (PIR) or other similar written confirmation detailing:- the damage;- the temporary loss; and / or- the permanent loss;

- items where you are unable to provide receipts or other reasonable proof that you bought or own the items and proof of the value.

- unattended personal belongings; - valuables, unless they are on your person, locked in a safe or safety deposit box (if one is available) or locked in

the accommodation you are using on your trip; - valuables packed in suitcases, trunks or similar containers; - valuables left in a motor vehicle; - any films, tapes, cassettes, computer games, electronic games, mini-discs, DVDs, video and audio tapes,

cartridges or discs, that are not pre-recorded and released for public purchase.

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• More than the value of the part of the pair or set that is lost, stolen or damaged.• Claims for more than one mobile phone for each person insured.• Breakage or damage to:

- fragile items; or - sports equipment while it is being used.

• Loss or damage due to wear and tear and the process of cleaning.• Damage caused by the contents of bottles or other containers leaking or breaking.• The cost of replacing or repairing false teeth.• More than £50 for tobacco, alcohol, fragrances and perfumes.



• This policy covers the value of the items at the time they were lost or stolen, and not the cost of replacing them. This means we will take off an amount for wear and tear from the original cost. We may choose to repair the item or replace it with an equivalent item.

• There is a limit for single items (or pair or set of items) and a valuables limit, and this policy may not provide enough cover for expensive items such as jewellery or computer, audio or photographic equipment. These items can usually be insured under the ‘All risks’ section of your home contents policy.

• If your personal belongings are lost, stolen or damaged while in the possession of the transport or accommodation provider, you must get a property irregularity report (PIR) or other similar written confirmation from them within seven days of discovery detailing:- the damage;- the temporary loss; and / or- the permanent loss.

You might be able to claim directly with the transport or accommodation provider, by writing to them within 21 days of the damage or loss.

• You should keep any damaged items as we may need to inspect them. If we make a payment, or we replace an item, the damaged item will then belong to us.


• A written police report confirming full details of the loss or theft.• A written report from your travel representative or accommodation manager, if appropriate.• A property irregularity report (PIR) or other similar written confirmation from the transport or accommodation provider

detailing : - the damage;- the temporary loss; and / or- the permanent loss.

• For lost, stolen or damaged items, where available original receipts or other reasonable proof that you bought or own the items, and proof of the value.

• An estimate of the costs of repairing all damaged items.• General information set out in the ‘Making a claim’ section on page 11.

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Section 4 - Personal moneyMeaning of words in section 4

Personal money Cash, cards, tickets or vouchers which have a monetary value (for example phone-cards, gift vouchers, admission and travel tickets). These must all be held for private and not business purposes.Cash Coins and notes that can legally be used as currency in any country.

ABC


We will pay up to the limit (or limits) shown in the summary of cover if your personal money is lost, stolen or damaged during the period of insurance.

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What you are not covered for

• The policy excess as shown in the summary of cover.• Loss or theft of personal money unless:

- you have reported it to the police within 24 hours of discovery and been given a written police report; - it is on your person, locked in a safe or safety deposit box (if one is available) or locked in the accommodation

you are using on your trip; or - you are able to provide foreign exchange receipts, withdrawal slips or statements from a bank or bureau de

change confirming the amount, currency and when and where you got the cash.• Loss caused by a reduction in exchange rates or shortage caused by mistakes in exchanging currency.• Loss or theft of travellers cheques if a replacement service is provided.• More than the lowest market value of equivalent accommodation, transport charges and other travel expenses,

if payment was made using frequent flyer points, airmiles, loyalty card points, redeemable vouchers or another similar scheme.

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• A written police report confirming full details of the loss or theft.• A written report from your travel representative or accommodation manager, if appropriate.• Original foreign exchange receipts, cash withdrawal slips or statements from a bank or bureau de change confirming

the amount, currency and when and where you got the cash.• General information set out in the ‘Making a claim’ section on page 11.


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Section 5 - Loss of passportWhat you are covered for

We will pay up to the limit shown in the summary of cover for the following if your passport is lost or stolen during your trip.• A temporary replacement passport.• Any extra costs for travel and accommodation.• The remaining value of your original passport.

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• The policy excess as shown in the summary of cover. • Any claim, unless you get a receipt from the local embassy or consulate you reported the loss to.

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The remaining value of your passport will be based on the current cost of a new passport and how long your original passport would have been valid for.


• A receipt from the local embassy or consulate where the loss happened, which gives details of the costs to replace your passport. You should also get a written report from the police if your passport is stolen.

• Original receipts and accounts for the temporary passport and, if appropriate, any extra costs for travel and accommodation.

• General information set out in the ‘Making a claim’ section on page 11.

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Section 6 - Delayed personal belongingsMeaning of words in section 6

Personal belongings Luggage, clothes, valuables, sports equipment (not including ski equipment) and any other items that you wear, use or carry that belong to you or that you are legally responsible for.Valuables Jewellery, watches, items made of or containing precious metals, or precious or semi-precious stones, furs, binoculars, telescopes, computer games, any kind of photographic, audio, video, computer, television, fax and phone equipment (including mobile phones, memory sticks and cards), personal media players (including MP3s and MP4s), PDAs, satellite navigation equipment, electronic games, TVs and CDs, minidiscs, DVDs, cartridges, video and audio tapes.

ABC


We will pay up to the limit shown in the summary of cover for essential replacement items, if your personal belongings are temporarily lost or delayed by your transport provider on your outward trip for more than 12 hours after you arrive at your destination.

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• Temporary loss or delay of valuables.• Temporary loss or delay of personal belongings on your return trip to your home country.

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• You must get a property irregularity report (PIR) or other similar written confirmation from the transport provider within seven days of discovery detailing the temporary loss. You might be able to claim directly with the transport provider, by writing to them within 21 days of the temporary loss.

• If the items are permanently lost, we will take off any amount that you are due to be paid under this section from the final claim settlement under ‘Section 3 - Personal belongings’.


• A property irregularity report (PIR) or other similar written confirmation from the transport provider detailing the temporary loss.

• Receipts for essential replacement items that you buy.• General information set out in the ‘Making a claim’ section on page 11.

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Section 7 - Missed departureMeaning of words in section 7

Departure point The airport, station or port where;• your outward trip to your destination begins;• any connecting or other pre-booked flights or other transport begins if your trip has more than one destination or

connection; or• your return trip back home begins (including any connecting transport you take later).

ABC


We will pay up to the limit shown in the summary of cover for the extra cost of travel and accommodation if you miss your booked departure because you do not get to your departure point on time as a result of:• public transport (including scheduled flights) not running to its timetable; or• the vehicle you are travelling in having an accident or breaking down; or• the vehicle you are travelling in being involved in a traffic jam.

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• The policy excess as shown in the summary of cover. • Any claim:

- if you did not leave enough time to arrive at your departure point; - if you have made travel arrangements independently from those included on your package holiday, and not left

more than three hours between the arrival of your flight or other transport and the departure of any connecting flight or other transport;

- if you could reasonably have made other travel arrangements to reach your departure point in time; or - unless you get written confirmation of the reason for the delay.

• Any delay or failure of public transport caused by a riot, strike or industrial action which began or was announced before you bought your policy or booked your trip (whichever is later).


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You must get written confirmation of the reason for the delay - for example, a breakdown service report if your vehicle breaks down, police confirmation of unexpected motorway or road closures, or a public transport provider’s confirmation that the service did not run on time.

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• Full details of the circumstances causing you to miss your departure.• Written confirmation of the reason for the delay - for example, a breakdown service report if your vehicle breaks down,

police confirmation of unexpected motorway or road closures or public transport provider’s confirmation that the service did not run on time.


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Section 8 - Delayed departureMeaning of words in section 8



ABC


We will pay up to the limit (or limits) shown in the summary of cover for the following.Delayed departure• Your booked transport is delayed at the departure point for more than 12 hours because of:

- a serious fire, storm or flood damage to the departure point; - industrial action; - bad weather; - mechanical breakdown of the international train or sea vessel; or - the grounding of the aircraft due to a mechanical or a structural defect.

Abandoning your trip• You abandon your trip, after you have been delayed for more than 12 hours at your outward departure point

because of reasons described under ‘Delayed departure’ above.

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Under ‘Delayed departure’ and ‘Abandoning your trip’.• Claims for both ‘Delayed departure’ and ‘Abandoning your trip’.• Anything that is caused by you not checking in at the departure point when you should have done.• Any delay caused by a strike or industrial action which began or was announced before you booked your trip or

bought your policy (whichever is later).• Any claim where you do not get written confirmation from the airline or other transport provider of the reason for

the delay and the actual departure time.• The withdrawal from service of an aircraft, cross-channel train or sea vessel (temporarily or permanently), on which you

are booked to travel, by the carrier or on the recommendation or order of any government, civil aviation authority, port authority, rail authority or other similar authority in any country.

Under ‘Abandoning your trip’• The policy excess as shown in the summary of cover.• Claims unless the actual departure time was more than 12 hours later than the time shown in your trip booking.• More than the lowest market value of equivalent accommodation, transport charges and other travel expenses,

if payment was made using frequent flyer points, airmiles, loyalty card points, redeemable vouchers or another similar scheme.

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You can only claim for either delayed departure or abandoning your trip.

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• Written confirmation from the transport provider or their handling agent, which gives details of the scheduled and actual departure times and why the departure was delayed.

• For abandoning your trip and Accommodation cost claims we will also need all the information set out under ‘Section 2 - Cancelling or cutting short your trip’.


Section 9 - Personal accidentMeaning of words in section 9

Accident An unexpected event caused by something external and visible, that causes a physical bodily injury which, within 12 months, results in one of the following.• Death.• Total and permanent loss of sight in one or both eyes.• Total and permanent loss of use of a limb.• Permanent and total disablement.

ABC


We will pay up to the limit (or limits) shown in the summary of cover if you have an accident during your trip.

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• Any medical condition set out under ‘Health declaration and health exclusions’ (See pages 6-7).• Any claim caused by your sickness, disease or gradually occurring conditions, physical or mental condition that is

gradually getting worse unless you have declared it and we have accepted it.• Any claim you make more than one year after the accident.• More than one of the payments shown in the summary of cover, resulting from the same accident.

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We will make death benefits payments to your personal representative.

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• A detailed account of the circumstances surrounding the accident, including photographs and video evidence, police report, witness details and statements, where appropriate.

• Medical evidence from the doctor who has treated you, to confirm the seriousness of the injury and treatment given (including dates of when you were admitted to and discharged from hospital).

• A certified copy of the death certificate, if appropriate.


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Section 10 - Personal liability


We will pay up to the limit shown in the summary of cover if you accidentally injure someone or damage someone else’s property and are legally liable during your trip.

4


• Any fines or exemplary damages (fines that punish, or aim to punish, the person responsible, rather than awarding compensation to the victim) you have to pay.

• Liability arising from any of the following. - Death or injury of people who work for you, a travelling companion or a member of your family. - Loss of or damage to property, including temporary holiday accommodation, that is owned by you, a travelling

companion, a member of your family or someone who works for you. - Your business, trade, profession, job or any other activity you do for financial benefit. - Your involvement in manual work of any kind - You owning, using or having control of;

– animals; – firearms (except sporting guns used in a controlled environment and suitably supervised - for example, clay

pigeon shooting); – motorised or mechanical vehicles and any trailers attached to them; – aircraft; or – motorised watercraft or sailing vessels (see ‘Special conditions and notes applying to section 10’ if your trip

is an organised boating or sailing holiday).

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If you are hiring or using a motorised or mechanical vehicle or machinery while on your trip, you must make sure that you get the necessary insurance from the hire company or owner as this is not covered under this policy.You or your personal representatives must tell us as soon as you or your personal representatives are aware of a possible legal claim, prosecution, inquest or injury, which might lead to a claim under this section.You must not negotiate, pay, settle, admit or deny any liability to anyone else, without first getting our written permission.If your trip is an organised boating or sailing holiday, you will only be covered for loss or damage that happens when the boat is not moving.

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• A detailed account of the circumstances surrounding the claim, including photographs, video and medical evidence where appropriate.

• Full details of any police report and witnesses (providing written statements where available).• Any writ, summons or other correspondence you receive from anyone else about your claim.• General information set out in the ‘Making a claim’ section on page 11.

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Section 11 - Legal expenses


Appointed adviser The solicitor or appropriately qualified person, firm or company, including us, who is chosen to act for you in your claim for compensation.Legal action Work carried out to support a claim that we have agreed to. This includes settlement negotiations, hearings in a civil court, arbitration and any appeals resulting from these hearings, but not any applications you make;• to the European Court of Justice, European Court of Human Rights or a similar international organisation; or• to enforce a judgment or legally binding decision.Legal costs• Fees or related expenses (including VAT or the equivalent local goods and services tax) we agree to pay in connection

with your legal action.• Any costs which you are ordered to pay by a court or arbitrator (other than damages, fines and penalties).• Reasonable extra travel and accommodation costs if you have to go to a foreign court in connection with your legal

action.

ABC


We will pay up to the limit shown in the summary of cover for you or your personal representative to have an appointed adviser take legal action to claim damages or compensation for negligence against someone else, if you are ill, injured or die during your trip.

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Any claim:• not reported to us within 90 days after the event causing the claim;• where we think a reasonable settlement is unlikely or where the cost of the legal action could be more than the

settlement; • involving legal action between you and members of the same household, a relative, a travelling companion, or

one of your employees;• where another insurer or service provider has refused your claim or where there is a shortfall in the cover they

provide; or• against a travel agent, trip provider or carrier, us, the insurer, another person insured by this policy or our agents.

Legal costs;• for legal action, or legal costs that we have not agreed to;• if you refuse a reasonable settlement for your claim (in this case, you should use alternative resolution facilities,

such as mediation);• if you withdraw from a claim without our agreement (in this case, you must repay any legal costs that we have

paid and all legal costs will become your responsibility);• you have to pay under a contingency fee arrangement (an arrangement where the appointed adviser takes a

percentage of any compensation awarded, as their fee);• awarded as a personal penalty against you or the appointed adviser (for example, for not keeping to court rules); or• for bringing legal action in more than one country for the same event.

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You can call our 24-hour legal helpline 365 days a year:Phone UK +44 (0)20 8666 9213Please give us the number on your policy schedule and say that you are insured with Allianz Global Assistance travel insurance.


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• We will nominate an appointed adviser to act for you. If you and we cannot agree on an appointed adviser, the matter can be referred to an alternative resolution facility, such as mediation.

• You must carry out your claim in whatever way the appointed adviser suggests.• You must keep us and the appointed adviser fully aware of all facts and correspondence you receive, including any

claim settlement offers you are made.• You should not reply to any correspondence from anyone else about your claim, without our written permission.• We can take legal action in your name (but at our expense) and ask you to give us details and fill in any forms

(including Department for Work and Pensions forms), which will help us to recover any payment we have made under this policy.

• We will not be bound by any promises or guarantees you give to the appointed adviser or any other person about paying fees or expenses, without our permission.

• We can withdraw cover after we have agreed to the claim, if we think a reasonable settlement is unlikely or that the cost of the legal action could be more than the settlement.

• If we, you or your appointed adviser, are unable to recover legal costs incurred following a successful claim for compensation, we will be entitled to receive such costs from the compensation you receive. Any repayment is limited to the actual costs incurred and will not be more than half of the compensation you receive.

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• A detailed account of the circumstances surrounding the claim, including photographs and video evidence (if available within 90 days of the event causing the claim).

• Any writ, summons or other correspondence you receive from anyone else about your claim.• Full details of any witnesses, providing written statements where available.• General information set out in the ‘Making a claim’ section on page 11.

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What we will need if you make a claim• Written evidence from an independent source confirming full details of the hijacking and how long you were held

hostage.• Any incident that you have not reported to the police and been given a written report.• Mugging claims where you are treated as an outpatient or where you were an inpatient for less than 24 hours. • Medical evidence from the doctor who treated you following a mugging, to confirm the injury and treatment given

(including the dates you were admitted to and discharged from hospital).• General information set out in the ‘Making a claim’ section on page 11.

Section 12 - Hijack / muggingWhat you are covered for

We will pay you up to the limit (or limits) shown in the summary of cover for the following.

HijackIf you are held hostage during your trip.

MuggingIf you are mugged and treated as an inpatient in hospital during your trip.

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Under ‘Hijack’• Any claim that cannot be confirmed by an independent source; Under ‘Mugging’• Any incident that you have not reported to the police and been given a written report.• Claims where you are treated as an outpatient or where you were an inpatient for less than 24 hours.

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• Payments under this section are added to the cover under ‘Section 1 - Emergency medical and associated expenses’.

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Section 13 - Catastrophe cover

Section 14 - Petcare


We will pay up to the limit shown in the summary of cover for extra accommodation and transport costs, if during your trip you are forced to move from your booked accommodation as a result of fire, flood, earthquake, avalanche, storm, or medical epidemic.


We will pay up to the limit shown in the summary of cover for extra kennel or cattery costs if your return trip is delayed because of death, illness or injury or if your booked transport is late in arriving home.

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• Any claim where the local or national authorities confirm that it is safe to travel to or stay in the area.• Expenses that you can claim from elsewhere.• Any claim not supported by official written confirmation that you were unable to stay in your booked

accommodation.• Circumstances already known at the date you bought your policy or booked your trip (whichever is later).

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What we will need if you make a claim• Original receipts and invoices for any extra costs for travel and accommodation.• Official written confirmation of the catastrophe and that you were unable to stay in your booked accommodation.• General information set out in the ‘Making a claim’ section on page 11.

What we will need if you make a claim• Original receipts and invoices for any extra costs.• Written confirmation from the transport provider or their handling agent, which gives details of the scheduled and

actual arrival times and why the transport was delayed, if appropriate.• Medical evidence from the doctor who treated you, to confirm the injury and treatment given (including the dates

you were admitted to and discharged from hospital).• A certified copy of the death certificate, where appropriate.• General information set out in the ‘Making a claim’ section on page 11.

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Section 15 - Homecare


We will pay up to the limit shown in the summary of cover to make your home secure following a fire, water leak or burglary at your home, while you are on your trip.

You can call our 24-hour Homecare helpline 365 days a year for assistance if a problem occurs at your home during your trip:Phone UK +44 (0)20 8666 9212 Please give us the number on your policy schedule and say that you are insured with Allianz Global Assistance travel insurance.

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• Any work which we have not authorised.• Repairs to the central heating system where it has not been regularly serviced according to the manufacturer’s

instructions.• Repairs where the fault occurs outside the boundaries of your home.• Any claim directly or indirectly relating to

- hard water scale deposits;- subsidence, landslip or heave;- damage incurred in getting into your home;- damage to the home contents; or- claims that are as a result of a repair that we had arranged.

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What we will need if you make a claim• Written confirmation from the company repairing your home confirming costs resulting from either fire, flood, or

theft.• General information set out in the ‘Making a claim’ section on page 11.

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Section 16 - Airport lounge cover


We will pay up to the limit shown in the summary of cover for reimbursement of your lounge pass booked through Virgin Holidays if you do not arrive at your outward departure point in enough time to make use of the lounge facilities because: • public transport (including scheduled flights) not running to its timetable; or• the vehicle you are travelling in having an accident or breaking down; or• the vehicle you are travelling in being involved in a traffic jam.

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• Any claim: - if you did not leave enough time to arrive at your departure point; - if you have made travel arrangements independently from those included on your package holiday, and not left

more than three hours between the arrival of your flight or other transport and the departure of any connecting flight or other transport;

- if you could reasonably have made other travel arrangements to reach your departure point in time; - unless you get written confirmation of the reason for the delay.



8



You must get written confirmation of the reason for the delay - for example, a breakdown service report if your vehicle breaks down, police confirmation of unexpected motorway or road closures, or a public transport provider’s confirmation that the service did not run on time.

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• Full details of the circumstances causing you to miss your departure.• Written confirmation of the reason for the delay - for example, a breakdown service report if your vehicle breaks down,


• Written confirmation from the transport provider that you did not use their lounge facility.• General information set out in the ‘Making a claim’ section on page 11.

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connection; oryour return trip back home begins (including any connecting transport you take later).

ABC

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Section 17 - Cruise cover


Departure point The port where;• your outward trip to your first destination begins;• any connecting or other pre-booked flights or other transport begins if your trip has more than one destination or


ABC

This section of cover only applies if you have chosen to include it and paid the extra premium. Your policy schedule will confirm if you have this cover.


Cruise connectionWe will pay you up to the limit (or limits) shown in the summary of cover for the cost of extra accommodation and transport which you have to pay to be able to join your cruise at its next port of call because you do not get to the departure point on time as a result of: • public transport (including scheduled flights) not running to its timetable; • the vehicle you are travelling in having an accident or breaking down • the vehicle you are travelling in being involved in a traffic jam;• industrial action; or• bad weather.

Missed portWe will pay you up to the limit (or limits) shown in the summary of cover for each scheduled port visit missed, if the cruise ship you are booked on is unable to make a scheduled port stop because of one of the following and no alternative docking or financial compensation (including on-board credit) is offered: • bad weather;• timetable restrictions.

Cabin confinementWe will pay up to the limit (or limits) shown in the summary of cover if the treating doctor confines you to your cabin during your trip for medical reasons.

ExcursionsWe will pay up to the limit (or limits) shown in the summary of cover for pre-booked and pre-paid excursions that you cannot go on because:• the treating doctor confines you to your cabin during your trip for medical reasons;• the cruise ship you are booked on is unable make a scheduled port stop because of bad weather or timetable

restrictions.

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Under ‘Cruise connection’• Any claim:

- if you did not leave enough time to arrive at your departure point; - if you have made travel arrangements independently from those included on your package holiday, and not left

more than three hours between the arrival of your flight or other transport and the departure of your cruise; - if you could reasonably have made other travel arrangements to reach your departure point in time; or - unless you get written confirmation of the reason for the delay.



• Any delay caused by quarantine on the cruise ship due to a contagious disease.

Under ‘Missed port’• Costs if you are offered financial compensation from somewhere else (including on-board credit).• Any claim if your cruise ship’s scheduled tender service cannot transport you ashore.• Any delay or failure of public transport caused by a riot, strike or industrial action which began or was announced

before you bought your policy or booked your trip (whichever is later).

Under ‘Cabin confinement’ and ‘Excursions’• Costs if you are also claiming for ‘Hospital benefit’ within Section 1 - Emergency Medical and associated expenses.

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Under ‘Cruise connection’• Full details of the circumstances causing you to miss your cruise connection.• Written confirmation of the reason for the delay - for example, a breakdown service report if your vehicle breaks down,


Under ‘Missed port’ and ‘Excursions’• A letter from the cruise operator confirming the reason and dates your cruise ship was unable to dock.• A letter from the cruise operator or excursion company, confirming they have not given you financial compensation

(including on-board credit).

Under ‘Cabin confinement’ and ‘Excursions’• Medical evidence from the doctor who treated you, to confirm the illness or injury, including dates of when you were

confined to your cabin (if this applies).• A letter from the cruise operator or excursion company, confirming they have not given you financial compensation

(including on-board credit).

For all claims• General information set out in the ‘Making a claim’ section on page 11.

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We will pay you up to the limit (or limits) shown in the summary of cover for the following.

Ski equipment• If your ski equipment is lost, stolen or damaged during your trip.

Hire of other ski equipment• Costs to hire other ski equipment if yours is;

- temporarily delayed or lost on your outward trip for more than 12 hours after your arrival; - lost, stolen or damaged during your trip.

Ski pack• If you have no choice but to cancel or cut short your trip.• If you cannot ski because of an illness or injury during your trip.

Piste closure• If you are unable to ski or snowboard at your pre-booked resort because the ski lifts and ski schools are closed due to

bad weather conditions during your trip.

Avalanche• If you need extra travel and accommodation to get to your pre-booked resort or return home because of an

avalanche.Search and rescue• Mountain search and rescue services when medically necessary.

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Under ‘Ski equipment’• Anything mentioned under the heading ‘What you are not covered for’ within ‘Section 3 - Personal belongings’.Under ‘Hire of other ski equipment’• Anything mentioned under the heading ‘What you are not covered for’ within ‘Section 6 - Delayed personal

belongings’. Under ‘Ski pack’• Anything mentioned under the heading ‘What you are not covered for’ within ‘Section 1 - Emergency medical and

associated expenses’ and within ‘Section 2 - Cancelling or cutting short your trip’.

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Section 18 - Winter sportsThis section of cover only applies for up to 90 days (single trip cover) or for up to 22 days (annual multi-trip cover)during the period of insurance if you are aged 65 or under, have chosen to include it and paid the extra premium. Your policy schedule will confirm if you have this cover.


Ski equipment Skis, snowboards, boots, bindings, poles and ice skates. Items that you have hired or borrowed and are legally responsible for are also covered.Ski pack Hired ski equipment, ski school fees and lift passes.Winter sports See page 9 for a full description of the activities covered.

ABC

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Under ‘Piste closure’• Any compensation for the first full 24 hours at your booked ski resort.• Any trip in your home country.• Any claim unless you have a letter from the ski-lift or ski-school operators giving the reason for closing the piste and

showing the number of days the piste was closed.• Claims where your trip provider or other provider has provided compensation.• For policies or trips booked less than 14 days before the start of your trip if the ski-lifts or ski-schools in your pre-

booked resort were closed and the resort reports said this would continue.• Any trip that takes place outside a recognised ski resort or the official resort opening dates.Under ‘Avalanche’• Unless you get a letter from the relevant authority, your trip provider or other provider confirming the event.• Claims where your trip provider or other provider has paid compensation, or extra travel and accommodation

costs.


• This policy covers the value of the items at the time they were lost, and not the cost of replacing them. This means we will take off an amount for wear and tear from the original cost. We may choose to repair the item or replace it with an equivalent item.

• There is a limit for single items, and this policy may not provide enough cover for expensive ski equipment. These items can usually be insured under the ‘All risks’ section of your home contents policy.

• If your ski equipment is lost, stolen or damaged while in the possession of the transport or accommodation provider, you must get a property irregularity report (PIR) or other similar written confirmation from them within seven days of the discovery detailing:- the damage;- the temporary loss; and / or- the permanent loss.

You might be able to claim directly with the transport or accommodation provider, by writing to them within 21 days of the damage or loss.

• You should keep any damaged items as we may need to inspect them. If we make a payment, or we replace an item, the damaged item will then belong to us.

• The special conditions and notes under ‘Section 2 - Cancelling or cutting short your trip’ also apply to this section of cover.’

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Under ‘Ski equipment’ and under ‘Hire of other ski equipment’• A written police report confirming full details of the loss or theft.• If appropriate, a written report from your travel representative or accommodation manager.• A property irregularity report (PIR) or other similar written confirmation from the transport or accommodation provider

detailing: - the damage; - the temporary loss; and / or - the permanent loss.

• For lost, stolen or damaged items, where available original receipts, vouchers or other reasonable proof that you bought or own the items, and proof of the value.

• An estimate for repair for all damaged items.• All hire receipts and luggage labels or tags.Under ‘Ski pack’• Medical evidence from the doctor who treated you, to confirm the illness or injury, including dates of when you were

unable to ski.Under ‘Piste closure’• A letter from your trip provider, the local piste authority or ski-lift operator confirming the reason for the closure and

how long it was closed.Under ‘Avalanche’• A letter from the local authority, your trip provider or other provider confirming the event.For all claims• General information set out in the ‘Making a claim’ section on page 11.

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Section 19 - Wedding cover


Wedding clothes The wedding dress, wedding suit, and other accessories including shoes, make-up, hair styling and flowers all bought especially for the bride and groom to use on their wedding day.Wedding rings The bride and groom’s wedding rings.

ABC


We will pay up to the limit (or limits) shown in the summary of cover for the following.Wedding rings or wedding clothes Loss or theft of, or damage to your wedding rings or wedding clothes during your trip.Replacement photographs or video Reasonable extra costs to reprint the your wedding photographs, replace your wedding video or hire another professional photographer if:• the booked professional photographer is unable to attend your wedding due to their injury, illness, death or other

circumstances outside their control; or• the professional photographs or video recording of the wedding day are lost, damaged or destroyed during your trip or

within 14 days of the wedding day.

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This section of cover only applies if you have chosen to include it and paid the extra premium. Your policy schedule will confirm if you have this cover.


Under ‘Wedding rings or wedding clothes’• The policy excess as shown in the summary of cover.• Anything mentioned under the heading ‘What you are not covered for’ and within ‘Section 3 - Personal belongings’

or ‘Section 4 - Personal money’.Under ‘Replacement photographs or video’• The policy excess as shown in the summary of cover.• Compensation you can get from the booked photographer or any other source.

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The special conditions and notes under ‘Section 3 - Personal belongings’ and ‘Section 4 - Personal money’ also apply to this section of cover.

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What we will need if you make a claim• A written police report confirming full details of the loss or theft.• A written report from your travel representative or accommodation manager, if appropriate.• For lost, stolen or damaged items, where available original receipts or other reasonable proof that you bought or own

the items, and proof of the value.• An estimate for repair for all damaged items.• Written confirmation from the wedding photographer, which gives details of why they could not attend your wedding,

and details of the extra costs to hire a different photographer.• General information set out in the ‘Making a claim’ section on page 11.


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Legal and regulatory informationThis policy is available to residents of the UK, the Channel Islands and the Isle of Man only.

Insurer Your Allianz Global Assistance travel insurance is underwritten by AWP P&C SA and is administered in the United Kingdom by Allianz Global Assistance.

Cancellation rights If your cover does not meet your requirements, please notify us within 14 days of receiving your policy schedule and return all your documents for a refund of your premium.You can contact us at Allianz Global Assistance travel insurance, 102 George Street, Croydon CR9 6HD or telephone 0345 641 9723.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 after this initial 14-day period.

Financial Services Compensation Scheme (FSCS) For your added protection, the insurer is covered by the FSCS. You may be entitled to compensation from the scheme if the insurer cannot meet its obligations. This depends on the type of business and the circumstances of the claim.Insurance cover provides protection for 90% of the claim, with no upper limit. Further information about the compensation scheme arrangements is available from the UK FSCS telephone number 0800 678 1100 or 020 7741 4100, or by visiting their website at www.fscs.org.uk.

Governing law Unless agreed otherwise, English law will apply and all communication in relation to this policy will be in English. In the event of a dispute concerning this policy, the English courts shall have exclusive jurisdiction.

Contracts (Rights of Third Parties) Act 1999 We, the insurer and you do not intend any term of this contract to be enforceable by any third party pursuant to the Contracts (Rights of Third Parties) Act 1999.

Data protection notice We care about your personal data.The summary below and our full privacy notice explain how Allianz Global Assistance protects your privacy and uses your personal data.Our full privacy notice is available at www.allianz-assistance.co.uk/privacy-notice/If a printed version is required, please write to Legal and Compliance Department, Allianz Global Assistance, 102 George Street, Croydon CR9 6HD.

• How will we obtain and use your personal data?We will collect your personal data from a variety of sources including:- Data that you provide to us; and- Data that may be provided about you from certain third parties, such as your insurance broker, doctors in the

event of a medical emergency or airline companies in the event of repatriation.

We will collect and process your personal data in order to comply with our contractual obligations and/or for the purposes of our legitimate interests including:- Entering into or administering contracts with you;- Informing you of products and services which may be of interest to you.

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• Who will have access to your personal data?We may share your personal data:- With public authorities, other Allianz Group companies, industry governing bodies, regulators, fraud prevention

agencies and claims databases, for underwriting and fraud prevention purposes;- With other service providers who perform business operations on our behalf;- Organisations who we deal with which provide part of the service to you such as in the event of a medical

emergency;- To meet our legal obligations including providing information to the relevant ombudsman if you make a

complaint about the product or service that we have provided to you.

We will not share information about you with third parties for marketing purposes unless you have specifically given us your consent to do so.

• How long do we keep your personal data?We will retain your personal data for a maximum of seven years from the date the insurance relationship between us ends. If we are able to do so, we will delete or anonymise certain areas of your personal data as soon as that information is no longer required for the purposes for which it was obtained.

• Where will your personal data be processed?Your personal data may be processed both inside and outside the European Economic Area (EEA).

Whenever we transfer your personal data outside the EEA to other Allianz Group companies, we will do so on the basis of Allianz’s approved binding corporate rules (BCR). Where Allianz’s BCR do not apply, we take steps to ensure that personal data transfers outside the EEA receive an adequate level of protection.

• What are your rights in respect of your personal data?You have certain rights in respect of your personal data. You can:- Request access to it and learn more about how it is processed and shared;- Request that we restrict any processing concerning you, or withdraw your consent where you previously

provided this;- Request that we stop processing it, including for direct marketing purposes;- Request that we update it or delete it from our records;- Request that we provide it to you or a new insurer; and- File a complaint.

• Automated decision making, including profilingWe carry out automated decision making and/or profiling when necessary.

• How can you contact us?If you would like a copy of the information that we hold about you or if you have any queries about how we use your personal data, you can contact us as follows: By post: Data Protection Officer, AWP Assistance UK Ltd, 102 George Street, Croydon CR9 6HDBy telephone: 020 8603 9853By email: [email protected]

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• For single trip and annual multi-trip cover All cover ends on the expiry date shown on your policy schedule, unless you cannot finish your trip as planned because of death, illness or injury or if your booked transport is delayed and this cannot be avoided. In these circumstances, we will extend cover free of charge until you can reasonably finish the trip.

Note: Cover for Section 4 - Personal money begins 72 hours before your trip starts or from the time you have collected your foreign currency (whichever is the later).Relative Your mother (in-law), father (in-law), step parent (in-law), sister (in-law), brother (in-law), wife, husband, son (in-law), daughter (in-law), step child, foster child, grandparent, grandchild, uncle, aunt, nephew, niece, cousin, partner (including common law and civil partnerships) or fiancé(e).Resident A person who has their main home and is registered with a doctor in the UK, the Channel Islands or the Isle of Man, and has not spent more than six months abroad during the year before the policy was issued.Single parent familyAn adult aged 18 to 65 inclusive and all of their children (including foster children) aged two to 17 if in full time education. Infants aged under two are covered free, if travelling with the insured adult. For annual multi-trip cover, the insured adult can travel independently, however all insured children must travel with the insured adult. All members of the family must live at the same address (see the note below). Note: If you are divorced or separated and your children do not live permanently with you they can still be covered under this policy.Travelling companion Any person who has booked to travel with you on your trip.Trip Any return journey that takes place during the period of insurance and starts and finishes from your home.• For single trip cover

- you will only be covered if you are aged 70 or under at the date your policy was issued,

- any other trip which begins after you get back is not covered,

- a trip which is booked to last longer than 90 days is not covered.

- winter sports cover is only available for up to 90 days during the period of insurance if you are aged 65 or under, have paid the appropriate premium and this is shown on your policy schedule.

• For annual multi-trip - you will only be covered if you are aged 70 or under

at the start date of your policy, - cover is for short trips of 42 days or less per trip only.

There is absolutely no cover offered by this policy whatsoever for trips which are longer than the 42 days per trip. This would include not insuring you for any part of a trip that is longer than 42 days in duration,

- trips within your home country must be for at least 2 nights and:i. have pre-booked transport or accommodation;

orii. be more than 25 miles from your home (unless

involves a sea crossing). - winter sports cover is only available for up to 22

days during the period of insurance if you are aged 65 or under, have paid the appropriate premium and this is shown on your policy schedule.

United Kingdom (UK) England, Scotland, Wales and Northern Ireland.We, our, us Allianz Global Assistance, who administer the insurance on behalf of the insurer.You, your, yourself, person insured Each person shown on the policy schedule, who the appropriate insurance premium has been paid for.

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GlossaryWhen the following words and phrases appear in the policy document or policy schedule, they have the meanings given below. These words appear in bold print.Area of cover You will not be covered if you travel outside the area you have chosen, as shown on your policy schedule.• UK

UK, the Channel Islands and the Isle of Man.• Europe

UK, the Channel Islands and the Isle of Man, Mediterranean islands, Albania, Algeria, Andorra, Armenia, Austria, Azerbaijan, Azores, Balearic Islands, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Canary Islands, Croatia, Cyprus, Czech Republic, Denmark, Egypt, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland (Republic of), Israel, Italy, Kosovo, Lapland, Latvia, Libya, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Malta, Moldova, Monaco, Montenegro, Morocco, Netherlands, Norway, Poland, Portugal, Romania, Russia (west of Urals), San Marino, Serbia, Slovenia, Slovakia, Spain, Sweden, Switzerland, Tunisia, Turkey and Ukraine.

• Worldwide excluding USA Worldwide, excluding United States of America, Canada, all islands in the Caribbean Sea and the Bahamas.

• Worldwide including USA Worldwide, including United States of America, Canada, all islands in the Caribbean Sea and the Bahamas.

Note: You will not be covered if you travel to a country or region where the Foreign and Commonwealth Office has advised against all travel or all but essential travel. For further details, visit gov.uk/foreign-travel-advice Business colleague Anyone you work closely with, and whose unexpected absence from work means that a senior manager or director of your business needs you to cancel or cut short your trip.Channel Islands Jersey, Guernsey, Sark, Alderney and Herm.Couple Two adults who have been permanently living together at the same address for more than six months.Doctor A legally qualified doctor who holds the necessary certification in the country they are currently practising in. This person must not be related to you or anyone you are travelling with.

Economic sanction(s) Any sanction, prohibition or restriction under United Nations resolutions or the trade or economic sanctions, laws or regulations of the European Union or UK. These may change from time to time and can include prohibiting the transfer of funds to a sanctioned country, freezing the assets of a government, the corporate entities and residents of a sanctioned country, or freezing the assets of specific individuals or corporate entities.Excess, excesses The amount we will take off for each person insured, for each section, for each incident claimed for. For example, a couple who both have personal belongings stolen from their room and both have to pay medical costs during the same trip, will have a total of four excesses taken from the total amount they claim. Two of these excesses will be for the two claims under ‘Section 1 - Emergency medical and associated expenses ’and two of these will be for the two claims under ‘Section 3 - Personal belongings’. If you have paid the extra premium for Gold cover, the excess will not apply.Family Two adults aged 18 to 65 inclusive and all of their children (including foster children) aged two to 17 if in full time education. Infants aged under two are covered free, if travelling with an insured adult. For annual multi-trip cover, each insured adult can travel independently, however all insured children must travel with at least one of the insured adults. All members of the family must live at the same address (see the note below). Note: If you are divorced or separated and your children do not live permanently with you they can still be covered under this policy.Home Where you normally live in the UK, Channel Islands or the Isle of Man.Insurer AWP P&C SA.Period of insurance• For single trip cover

Cancellation cover begins on the issue date shown on your policy schedule and ends at the beginning of your trip. The cover for all other sections starts at the beginning of your trip and finishes at the end of your trip.

• For annual multi-trip cover Cancellation cover begins on the start date shown on your policy schedule or the date you booked your trip, whichever is the later and ends at the beginning of your trip. The cover for all other sections starts at the beginning of your trip and finishes at the end of your trip.

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