your first directory travel insurance · your first directory travel insurance policy number...

Your First Directory Travel InsurancePolicy Number FD070104M

Please take time to read this booklet as it containsimportant information.

To help you understand what you are covered for at a glance –

we’ve highlighted some common questions such as

Further details are on page 2.

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Welcome to your First Directory Travel Insurance

question and cannot find the answer either below or in the policy wording, please contact Customer Services.

Who is covered by this policy? Are holidays in the UK covered?

Cover is for you, the first directory holder(s), your domestic partner (providing you are both under 70 years of age at the start date of your trip), and your children travelling with you if they are under 18 years of age (or under 23 if in full time education and living with you outside of term time).

Man need to involve a stay of at least 2 consecutive

accommodation” on page 12.

Do I need to tell you that I am travelling? Are winter sports holidays covered?

No. As long as you have told us about any relevant

register with us or tell us that you are travelling. see the full details of what’s covered on page 22.

Do you need to know about any medical conditions?

Are business trips covered?

Helpline to tell them if you, or any other insuredpersons have received advice, medication or treatment for any serious, chronic or recurring illness, injury or disease, which includes investigations or referrals for any undiagnosed conditions. Failure to

in no cover for claims arising from undisclosed conditions. See the ‘Your health’ section on page 16 for full details of when and what you must declare.

or administrative duties you are covered up to a

cover any other type of business travel even if you have some leisure time during your trip.

Do you need to know if any travel plans are reliant on the health of a travelling companion or a close relative not insured by this policy?

Can I claim for cancellation of my trip if I have a problem with my travel documents e.g. my passport is out of date/not arrived in time or visa is invalid?

Yes. You must tell us if any another person you plan to travel with or a close relative (whether travelling or not) has any serious illness, injury or disease. See the ‘Your health’ section on page 16 for full details of when and what you must declare.

No. There is no cover under this policy for problems

passport is lost, stolen or damaged once you are abroad there is cover to help you in this situation. Please see the Emergency Travel Document

of the country you intend to visit with the local government embassy and/or the Foreign & Commonwealth Office website

What is the maximum trip length? How do I make a claim?

Trips should be no longer than 31 days and must start

will apply for each section.

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Travel Insurance Helplines

Medical Risk Assessment 01243 218425

Lines open: Mon–Fri (8am–8pm) Sat (9am–6pm)

Closed Public Holidays and Sundays

24-hour Medical Emergency Assistance

01603 605128

+44 1603 605128

All lines open: 24 hours a day,

Customer services

you require any of these formats please contact first direct.

Phone 03 456 100 100

0800 169493

Travel Claims

result of a medical emergency.

01603 605125

+44 1603 605125

01603 605131

020 7662 0276

Lines open: Mon-Thurs (8am-6pm)

Legal Expenses Claims and Advice

advice for any personal legal problem that may lead to a claim under the policy.

01603 208535

+44 1603 208535

Travel AssistantThis helpline can assist you with a wide range of travel advice before and while you are away. Please do not call this number for policy queries or claims.

01603 605129

+44 1603 605129

For our joint protection and training purposes calls may be recorded and/or monitored.

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Travel Assistant Helpline

providing information on the countries you are visiting to sorting out non-medical emergencies.

Advice before you travel:

While travelling:

and

Other emergency services while travelling:

Please note there is no charge for the provision of the advice, guidance and other emergency services while

travelling shown above. However, if you wish us to obtain goods or services on your behalf that are not covered

by a claim under this policy, you will need to pay any fees the provider charges and you will need to adhere to

the provider’s terms and conditions.

Foreign and Commonwealth Office (FCO) – Travel Advice by Country

not responsible for the content of other websites. Please note this policy does not provide cover for Cancellation

or Abandonment if you decide not to travel or continue a trip because the FCO have issued advice against all

your travel and you want to continue with your trip, you will have the full benefit of your insurance so long as you

and 4 on page 14.

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Air and Maritime Passenger Rights For the latest advice and further details on your rights please visit the following websites:www.caa.co.uk and search for travel problemswww.dft.gov.uk and search for maritime passenger rights

for the content of other websites.

Your Claim

any evidence we may require.

Type of claim What must I do? What will I need?

Cancelling Your Trip– see page 24 cancellation is covered. medical certificate for completion by the

patient’s doctor to confirm the reason for cancellation.

cancellation.

Missed International Departure

Do all you can to get to your point of international departure on time.

A repair or assistance report if the vehicle

involved in an accident.

Delayed Departure after check insee page 26

hours before submitting a claim. agent of the actual date and time of departure and reason for your delay.

Abandoning Your Trip– see page 26

Contact the Medical Emergency helpline before returning home.

For medical claims, a medical report confirming the reason for abandonment.

Medical Emergency– see page 28

Contact the Medical Emergency Assistance helpline before any hospital admission or as soon as possible thereafter.

All medical reports given to you by the treating facility.

Enforced Stay Abroad– see page 31

Contact your airline/carrier and they will advise if you should travel to

specified time.

the actual date and time of your return

Legal Expenses– see page 31 and Advice helpline as soon as you

are aware of an incident.anything else to deal with your claim.

Emergency Travel Documents

Report incident details to the police within 24 hours.

All receipts for costs incurred.

Personal Money and Baggage recover lost or stolen property/

money.

police within 24 hours.

carrier or their handling agent within any timescales stated in their terms and conditions.

from the carrier and your baggage tag receipts.

damaged items.

its value.

other relevant authority.

Delayed Baggage– see page 37 the carrier or their handling agent

within any timescales stated in their terms and conditions.

the number of hours delay.

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Guide to your First Directory Travel Insurance policy

Contents Page

Section 1 Policy Summary7

Section 2 Policy Wording Definitions 11Helpful and important information about your insurance 12

1415

Fraud Prevention 16

Your health Medical Declaration 16

Your activities 1722

Before you leave home

Cancelling Your Trip 24

On your trip 2526

Abandonment 26

At your destination

28 Personal Accident 30Personal Liability 30Enforced Stay Abroad 31

3134

Mugging 34Catastrophe cover 34Pet Care 35

Your possessions 35

Personal Money 353637

Complaints Procedure 37Compensation 38

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Section 1 Policy Summary

This is a summary of the policy and does not contain the full terms and conditions of the cover, which can be

future reference.

Who is the insurer?

What is First Directory Travel Insurance?

worldwide trips.

What are the main benefits, features, exclusions, limits and excesses?

Section What are the main benefits and features?

What are the significant, unusual exclusions or limitations?

Limit per person Excess per person

CancellingYour Trip

Refund of your own personal and non-recoverable travel and accommodation costs.

conditions,unless disclosed to and accepted by us.

possible reasons that could prevent you from travelling at time

MissedInternationalDeparture

accommodationcosts if you miss your international departure

of Man.

possible reasons that could prevent you from travelling at time

abandon your trip.

£1,000 Nil

DelayedDepartureafter check in

Cover if the scheduled public transport on

Man is delayed.ORYou can choose to abandon your trip if the delay is for more than 24hours on your outward journey.

possible reasons that could prevent you from travelling when

abandonment claims for any internal domestic departures

of departures to and from the Channel

OR

abandonment after 24 hours

Nil

OR

PersonalAccident

Death or loss of limbs/ sight or permanent totaldisablement following accidental injury.

naturally occurring condition or degenerative process.

for death if agedunder 16)

Nil

PLEASE ENSURE YOU READ THIS SECTION

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Limit per person Excess per person

Abandonment Proportionate refund of your unused andnon-recoverableaccommodation costs and, where applicable, reasonable costs to return home.

conditions, unless disclosed to and accepted by us.

possible reasons that could prevent you completing your trip at

EmergencyMedical andAssociatedExpenses

Cover for emergency medical treatment and, if necessary, repatriation.

conditions, unless disclosed to and accepted by us.

£10,000,000Lower limits apply for some associated

PersonalLiability

Cover if you cause accidental injury or death to third parties or damage to their property.

Claims arising from your job or the use of animals, firearms, motorisedvehicles, vessels oraircraft.

£2,000,000 £100 if holidayaccommodation

Enforced StayAbroad

Cover if you are unable to return home on your scheduled return date

weatheror airport /airspace closure.

Any payment if you have not purchased a return

return date with your travel provider before the claim arises.

£100 each 24 hours

OR£1,000 towardscost to return home

Nil

LegalExpenses

Cover to pursue a civil claim if you suffer personal injury or deathduring your trip.

before your claim has been accepted.

more than 183 days after the incident occurred.

Nil

PersonalMoney

Cover for loss or theft of your personal money or travel documents.

reported to the police within 24 hours of discovery.

not carried in your hand baggage whilst you are in transit.

motor vehicles when there is no evidence of forcible and violent entry.

Limits: £300

BaggageCover

Cover for loss, theft or damage to your personal belongings.

Limits: total valuables £400(£300 limit for single articles)

Winter SportsCover

Cover for loss, theft or damage to winter sportsequipment. Also covers additional benefits fordelays due to avalanche,

or injury or illness.

equipment left in a motor vehicle.

there is no evidence of forcible and violent entry.

£200 avalanchedelay£300 piste closure

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The following are some of the General Exclusions and Conditions that apply to the whole policy.

There is no cover for:

fees, project costs, sponsorship fees or similar.

vehicle without a valid licence and/or insurance.

Changes will be notified to you in writing at least 30 days before they become effective.Policy cover may be increased or decreased.

Pre-existing medical conditions – important declarations you need to make

any trip (whichever is later), any insured person:1. has received advice, medication or treatment for any serious, chronic or recurring illness, injury or disease

in the last 12 months2. is under investigation or awaiting results for any diagnosed or undiagnosed medical condition3. is on a waiting list for, or aware of the need for, in-patient treatment for any diagnosed or undiagnosed

medical condition4. has received a terminal prognosis

been reasonable for you to have consulted a doctor.

1. a close relative or close business associate whether travelling with you or not and/or

has been referred to a Consultant/Specialist, or been admitted to hospital. Cancellation cover will apply,

the trip.

deterioration in the status or control of any condition previously declared or if you or anyone upon whose good health the trip depends develops another medical condition.

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How long does my First Directory Travel Insurance run for?The policy will remain in force until the first of the following termination events occur:

1. the First Directory holder:

they reach age 70).

2. first direct:

EligibilityAs your circumstances may change over time, it is important that you review the terms and conditions of your

Your Cancellation Rights

first direct

How do I make a claim?

How do I make a complaint?

and we have been unable to resolve your complaint, you may refer it to this independent body. Following the

Would I receive compensation if Aviva were unable to meet their liabilities? Aviva is a member of the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation

from this scheme if we cannot meet our obligations, depending on the type of insurance and the circumstances

of your claim. Further information about the FSCS arrangements is available from them on 0800 6781100, or by

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Section 2 - Policy Wording

Abandon/Abandonment Returning to the UK before your scheduled return date (including being repatriated by us to a hospital), or being an in-patient in hospital for more than 24 hours during your trip.

Close Business AssociateSomeone you UK you to be able to go on or continue a trip. A senior manager or director of the business must confirm this in the event of a claim.

Close RelativeYour mother, father, sister, brother, marital/civil or domestic partner who lives with you, fiancé(e), daughter, son, grandparent, grandchild, parent-in-law, daughter-in-law, son-in-law, brother-in-law, sister-in-law, step-parent, step-child, step-sister, step-brother, aunt, uncle, cousin, nephew, niece, legal guardian or foster child.

DoctorA registered member of the medical profession practising in the UK who is not related to you or anyone you are travelling with.

Excess/ExcessesThe amount(s) that you will have to pay towards each claim per insured person per section.

first direct

First Directory Holder(s)The person(s) named on the 1st Account with first direct as a First Directory holder(s).

HomeYour home address in the UK.

Home Territory your home is located in any of these

locationsyour home is located on any of these

islands.

Loss of One or More LimbsThe loss of your your entire hand, arm, foot or leg.

Office-based Business Travel Travel outside the UK if the reason for your journey is to carry out wholly office-based clerical or administrative duties only, which do not involve you dealing with members of the public. Office-based business travel is

PartnerThe person that the First Directory holder lives with at home in a domestic relationship, whether married or cohabiting (as if husband and wife), regardless of gender, who is under 70 years of age at the start date of the trip.

Period of Insurance Each trip you you

Cover for each separate trip applies as follows:trip

(whichever is later) and ends when you leave your home to start your trip.you leave your home and ends when you return home within

your trip limit.

you can spend outside of the UK in any calendar year is 183 days in total.

Permanent Total DisablementA permanent and total disability that means you

Personal Money

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Point of International DepartureThe airport, port or station from which you UK.

Pre-booked Holiday Accommodationyour trip,

Reasonable CareYou yourself and prevent accidents, theft, loss or damage. You you you did not have this insurance.

Total Loss Of SightComplete and permanent loss of sight.

Travelling CompanionA person you travel with, without whom you your trip.

Trip(s)UK that last no more than 31 days that are either:

UKOffice-based business travel outside the UK

UK, that include two or more consecutive nights stay in pre-booked holiday accommodation.

1. Cover for winter sports holidays is limited to 31 days in total in any calendar year.2. Cover for office-based business travel is limited to 31 days in total in any calendar year.

UK

UK ResidentAn insured person whose main home is in the UK, who is registered with a doctor in the UK and who is liable

UK. You must have been resident in the UK for at least 6 months before First Directory was opened or the trip

Unattendedyou are unable to prevent unauthorised interference with, or theft of your property, unless it is left in a

placed out of view in an enclosed storage compartment, boot or luggage space.

Valuables

stones, binoculars, hand held games consoles and equipment, mobile phones, audio visual, photographic, video camera, computer and television equipment, portable in-car and handheld satellite navigation devices.

We, Us, Our, Insurer

Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Winter Sports Equipment

You/Your(s)/Yourself/Insured PersonThe First Directory holder, his/her partner who are under 70 years of age at the start of the trip and their dependent children who at the start date of the trip are under 18 years of age (under 23 years of age if still in full time education and living at home outside of term time).

Helpful and important information about your insurance

youryou when you you full details of what is covered, what is not

Youyou do not comply, we may refuse your claim or reduce your cover in the event of a claim.

We will insure you against loss, damage, legal liability, illness or bodily injury, which may happenduring the period of insurance providing:1. you are a First Directory holder and hold a 1st account2. you are a UK resident

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3. the trip begins after the date First Directory was opened4. the journey is a round trip beginning and ending in the UK that lasts no more than 31 days

you your return journey when travelling outside of the UK6. the journey is either: a. a holiday outside the UK or b. office-based business travel outside the UK, or c. a holiday within the UK, which includes two or more consecutive nights stay in pre-booked holiday

accommodation.

ChildrenDependent children who at the start date of the trip are under 18 years of age (under 23 years of age if still in full time education and living at home outside of term time) are only covered:

First Directory holder, or his/her partner, orclose relatives who permanently live abroad, for

the duration of the trip.

Automatic CoverThe insurance cover automatically applies for each trip you do not have to contact us every time you youa previously disclosed medical condition or the diagnosis of a new medical condition. Please also read

Information and Changes we need to know aboutYou you open First Directory,

yourelating to you, and anyone whose good health your trip depends on (whether travelling or not).

After you have opened First Directory, youchanges to your health or the health of anyone else the trip depends on (e.g. a travelling companion, or a close relative even if they are not travelling with you). Please see the Medical Declaration section of this policy.

You must also tell first direct if you no longer live in the UK.

we are notified of a change, we will tell you if this affects your we are able

you is not complete and accurate we may:

you we us.

Automatic Extension of Coveryou your cover ends, your insurance will remain in force as follows:

1. up to 14 days if any vehicle youyou

2. up to 30 days if you cannot return home due to your accidental injury or illness or quarantine.We will also continue to pay for medical treatment under the Emergency Medical and Associated

our Medical Emergency Assistance provider and agreed by us.

Termination of Cover


First Directory holders until they reach age 70).

UK resident.

2. first direct:

insured person is on a trip at the time a termination event occurs, all cover will cease when the trip ends.

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Your Cancellation Rightsyou hold First Directory or until the first of the ‘Termination of

Cover’ events shown above occur. You have a statutory 14 day period in which to cancel First Directory Travel you opened First Directory or when you received your travel insurance

your right to cancel, please contact first direct.

Use of Language

will be in English.

Choice of Law

1. you and the insurer2. at the date of the contract you are a resident of (or, in the case of a business, the registered office or

which case (in the absence of agreement to the contrary) the law of that country will apply.

General Exclusions Which Apply To The Whole Travel PolicyThis policy does not cover the following:1. Any consequence whatsoever which is the direct or indirect result of any of the following, or anything

connected with any of the following, whether or not such consequence has been contributed to by any other cause or event:

declared or not), civil war, rebellion, revolution, insurrection, civil commotion assuming the proportions of or amounting to an uprising, military or usurped power.

2. Claims directly or indirectly caused by: a. ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste

c. pressure waves caused by aircraft and other aerial devices travelling at sonic or supersonic speeds.3. Any claim for your a. your suicide or attempted suicide, or b. your misuse of alcohol or drugs or your

immediate or long-term physical or mental impairment, including impairment to your judgement causing you you

your misuse of alcohol or drugs.4. Any claim where during the trip, you deliberately put yourself

(unless you were trying to save human life).

and not being able or willing to carry out any part of their duty to you.6. Any loss that is not specifically described in the stated terms and conditions, e.g. we will not pay for loss

of earnings if you your trip.7. We do not cover any payment, which you would normally have made during your travels and/or which

does not fall within the events insured under the terms of this insurance policy.

been diagnosed before you opened First Directory or the trip9. Any claim for an incident occurring during the trip that results from: a. you

b. youyou wear a crash helmet and, as a rider, you are fully licensed to use such

a vehicle in the UKyour mode of transport from the UK and you wear a crash helmet and

you are fully licensed and insured to use this vehicle in the UK.

c. you d. you driving any motorised vehicle, unless you are fully licensed to drive such a vehicle in the UK. e. you using any motorised vehicle as a driver or passenger, unless you have complied with all laws

applying to use of that vehicle in the country you you must wear a seat belt where this is required by law.

f. your

g. you

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h. you i. you

10. Any claim resulting from a tropical disease where you have not had the recommended inoculations and/or

11. Any claim where you12. Any claim for: a. unused travel or accommodation arranged by using air miles, loyalty or points based ownership

schemes, timeshares or similar promotions.

ownership schemes, timeshares or similar promotions. c. costs where these are recoverable from your travel and/or accommodation provider. d. the refund of any costs you have paid for on behalf of persons not insured under this policy. e. administration costs charged by your travel and/or accommodation provider in respect of obtaining a

refund for unused travel and accommodation.

General Conditions Which Apply To The Whole Travel Policy1. You are the First Directory holder his/her partner or their dependent children who at the start date

of the trip are under 18 years of age (under 23 years of age if still in full time education and living at home outside of term time).

2. You you open your First Directory and to tell the insurer about your health and the health of anyone else your travel plans depend on. Please note that if you fail to tell the insurercould invalidate yourtherefore very important that you

you is not complete and accurate, we may amend the medical underwriting

3. You yourself and your property against any accident, injury, theft, loss or damage.

we ourunder the terms of the policy, you must pay us we have paid, which you are not covered for. You must tell us as soon as possible after any injury, illness, incident or redundancy, or if you discover any loss or damage which may lead to a claim under this policy. You must also tell us if you are aware of any legal proceedings, summons or prosecution. You must send us every communication relating to a claim as soon as reasonably practicable.

6. You, or any person acting for you, must not negotiate, admit or reject any claim without our permission in writing.

7. We you cannot provide receipts or bills.8. You or your legal representative must pay for any certificates, information and evidence, which we may

we insured person to our behalf. We

any insured person dies.

we are entitled to approach that insurer for a contribution towards the claim, and will only pay our share. This condition does not apply to the Personal Accident,

10. We your name the defence or settlement of any legal action. We our our own benefit, but in your name, to recover

any payment we have made under this policy to anyone else.11. You cannot transfer your rights under this policy. A person, partnership (whether limited or not) or company who is not insured under the policy has no

rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of its terms.you you your doctor’s name to enable us to

access your medical records. This will help the treating doctors, and us, to provide you with the most you do not agree to provide this we may not

deal with your claim.your statutory cooling off period, you continue to have the right to cancel your

first direct, but no refund of any fees payable in respect of First Directory will be available.

14. We yourour

we will only consider one or more of the following: oursimilar nature.

ussimilar products.

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Changes (together with the reasons for such changes) will be notified to you in writing at least 30 days in advance.

Additionally, we your Travel

us or your policy) in the law or regulation or the interpretation of law or

practice, with which we intend to comply.your policy clearer and fairer to you

discovered in due course. Changes (together with the reasons for such changes) will be notified to you in writing at least 30 days in

advance. first direct ourhappens first direct will contact you by sending 30 days’ notice to your

Fraud Prevention and Detectionfirst direct and the insurer may at any time share information about

you with other organisations and public bodies including the police. You should show these notices to anyone who has an interest in the insurance under the policy.

you, or anyone acting for youyou give any false declaration or statement to support

the claim, we will not pay the claim and all cover under the policy will end. We reserve the right to tell the police about any dishonest claim.

Your health

This policy is not a general health or private medical insurance policy and will only cover you if you have a

you you might need whilst on your trip, or

you read the Medical Declaration below, and provide complete and accurate information. The Medical Declaration applies at the start date of cover or when the trip

insured persons and anyone else upon whose good health your trip depends, even if they are not travelling with you. Please read this carefully as it may affect your cover.

Medical Declaration

1. You you trip (whichever is later), you:

a. have received advice, medication or treatment for any serious, chronic or recurring illness, injury or disease in the last 12 months

b. are under investigation or awaiting results for any diagnosed or undiagnosed medical condition c. are on a waiting list for, or aware of the need for in-patient treatment for any diagnosed or undiagnosed

medical condition d. have received a terminal prognosis e. are travelling against the advice of a doctor or purposely travel without medical advice when it was

reasonable for you to have consulted a doctorclose relative, close business associate, travelling companion or person you

plan to stay with, (and upon whose good health your trip depends), who has a serious illness, injury or disease which could affect your your trip.

trip and the departure date, you are referred to a Consultant/Specialist or are admitted to a hospital, your policy will cover you for cancellation of your trip.

Please note however, that if you still wish to travel youimmediately and they will advise you if youor abandonment claims relating to this condition.

trip and the departure date, anyone upon whose good health your trip depends, such as a close relative or a travelling companion, is referred to a Consultant/Specialist or is admitted to a hospital, your policy will cover you for cancellation of your trip.

Please note however, that if you still wish to travel youimmediately and they will advise you if you will be covered for abandonment claims relating to this condition.

17

you or anyone upon whose good health your trip depends, is referred to a Consultant/Specialist or is admitted to a hospital, after you your trip but prior to paying any final balance due for your trip, you We will advise you if you will be covered for claims relating to this condition.

Please note, if you do not do this it will affect your claim if you have to cancel your trip before the departure date.

your you have declared.

European Health Insurance Card – European Union

we strongly recommend that you you. This will allow you access to the healthcare service provided to residents of the country or countries you are visiting, which may not cover everything you would be normally receive free of charge from the National Health Service (NHS). Application forms can be obtained from the post office or online and should be completed and validated before you travel. You will need your

Medicare - Australia

you are travelling to Australia and need emergency medical treatment you must enrol with a local Medicare office, which will entitle you to subsidised treatments and medicines at a public hospital. All claims for refunds under the Medicare scheme must be made before you leave Australia.

To enrol in Medicare you will need your passport with a valid visa. For more information visit:www.medicareaustralia.gov.au oremail:[email protected].

Youplease note that these will not cover you for the cost of medical treatment in a private hospital or clinic, or the additional cost of returning to your you.

Your activities

What is not covered

1. There is no cover at all for any injury or death if, during your trip, youbased holiday or winter sports activity:

a. that is NOT shown below b. either as a professional or where you receive any financial reward or gain

d. if you suffer from a medical condition which would normally prohibit you from participating in that activity e. where you have failed to follow all safety guidelines and use the necessary safety equipment. 2. There is no cover under the cancelling your trip or abandonment sections for: a. any course or tuition fees, project costs, sponsorship fees or similar (other than your b. cancellation of a pre-paid leisure activity or any activity based holiday by the organiser of that activity.

Leisure Activities

There is no cover where the main purpose of your trip is to take part in a leisure activity (unless shown as an Activity Based Holiday on page 21).

Youshown on pages 18 to 20.

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Leisure Activity Limitations (applicable where shown)No cover under

Personal Accident section

No cover under Personal Liability

section

Must be organised through a licensed

operator

Other

Abseiling Must be under supervision of a qualified instructor

Aerobics

Archery Must be under supervision of a qualified instructor

RingosX

X

Must be accompanied by a qualified guide

Must be under supervision of a qualified instructor

Camel or Elephant rides

Canoeingequivalent international grade used by the country you are in)

Canopy/Treetop X X

Cave/River Tubing Must be accompanied by a qualified guide

Clay-pigeon or small bore shooting

X Must be under supervision of a qualified instructor

Coasteering Must be accompanied by a qualified instructor/guide

Croquet

Curling

Cycling

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section


operator

Other

Dodgeball

Dinghy sailing Xlimit of the coastline or on inland waters

Fencing

Fishing No cover for equipment under

Football

X X X Passenger only

X

No cover for equipment under

Handball

upto 3,000 metres

No hunting, jumping or polo

Hot air ballooning X Passenger only

X Passenger only

X X

No marathons or competitive running

equivalent international grade used by the country you are in)

Microlighting X X X Passenger only

Motorcycling up to X See important information on page 17

Downhill grades 1 and 2 only (or the equivalent international grade used by the country you are in), no freeriding, four-cross, dirt jumping or trials

Netball

Paintball

Parascending X Over water only

Racquetball

Xequivalent international grade used by the country you are in)

Roller blading or

Rounders

Rowing

Safari only

Sail boarding X

X

20




section


operator

Other

Scuba diving to a depth of 30 metres

X X X 1. No cover for equipment

3. Must be accompanied by qualified scuba diving instructor or dive master at all times

4. No professional, commercial or technical diving including, but not limited to, tutor diving, ice diving, free diving,

or solo diving.

of completing a dive


Segway X X

X

helicopter rides X Passenger only

Softball

Squash

X

Swimming

Swimming with Dolphins

X

Table Tennis

X X X

Ten pin bowling

Tennis

Trampolining

Tug of war

Volleyball

X

X

X

Yachting X No racing and within a 12 mile limit of the coastline or inland waters

Yoga

Zip lining X

Zorbing/Sphering X

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Activity Based Holidays

You are covered for the following activity based holidays, subject to any limitation shown below.

IMPORTANT NOTE: See “Your Activities, What is not covered” on page 17.

Activity based holiday

Limitations (applicable where shown)


section


operator/tour operator

Other

Charity or X2. On behalf of and organised through

a registered charity or conservation organisation

3. The trip is no longer than 31 days

Cycle Touringsection

Fishingsection

Flotilla Sailing X Xno racing

section

altitude

X Accompanied by qualified guides.

Narrow boat/Canal cruising

X

Safari

Tennis

Yoga

22

Winter Sports Activities

Youany limitation shown below.

IMPORTANT NOTE: See “Your Activities, What is not covered” on page 17.

Winter Sports Activity Limitations (applicable where shown)

On recognised paths only

Dog sledding

Accompanied by a qualified guide at all times

Accompanied by a qualified guide at all times and only in areas that the resort management consider to be safe

Recognised pistes only

Sledging

Sleigh rides

Snow mobiling No cover under the Personal Liability section.Recognised paths only.

Snow shoeing

Winter Sports cover Cover under this section only applies for a total of 31 days in any calendar year.

Winter sports equipment

1. We will cover you for loss, theft or accidental damage to winter sports equipment during your trip. Weand loss of value using the scale below.

The most we insured person.2. We will cover you for loss, theft or accidental damage to winter sports equipment that you have hired

during your trip. We will pay for their replacement or repair. The most we insured person.

we pay under items 1 or 2 above, we will also pay up to £200 for each insured person to hire replacement winter sports equipment during the rest of your trip.

4. We will also pay up to £200 for each insured person to replace your lift pass if it is lost or stolen during your trip.

Special conditions

1. You reasonable care winter sports equipment winter sports equipment is lost or stolen, you

winter sports equipment is lost or damaged by an authority, a transport company or hotel, you must report the details of the loss or damage to them in writing and get written confirmation.

winter sports equipment is lost or damaged by an airline, you must: a. get a property irregularity report

23

b. give written notice of the claim to the airline within the time limit in their conditions of carriage (you should

you claim under this policy.4. You must be able to prove that you were responsible for the lost, stolen or damaged items and the

you do not do this, it may affect your claim. You must report any loss or theft to the police within 24 hours of discovery and get a written report (where it is not possible to obtain a police report you must provide other independent proof of the loss or theft such as a letter from your transport company, hotel, vehicle hire company or repairer).

Excess

We insured person’s claim for winter sports equipment.

Delay due to Avalanche

We will cover you your arrival at or

The most we will pay for each insured person is £200.

Piste Closure

youwe will pay you a daily benefit of £30. Special conditions

1. This section does not apply in the UK. 2. You must provide evidence that confirms the piste closure from either your tour operator or resort

management.


Ski Pack

your trip, you we will pay the proportionate cost of your


Inability to take part in Winter Sports activities

your trip, yousports activities, we will pay you you are prevented from doing so.


What is not covered

1. Deliberate or malicious damage to winter sports equipment caused by the insured person.2. Loss or damage to winter sports equipment caused by the insured person’s carelessness or neglect.3. Losses from motor vehicles.4. Any loss or theft which you do not report to the police within 24 hours of discovery and get a written report.

Winter sports equipment that is damaged while it is being used.

or restoring.7. Any claim for a medical condition if any insured person has travelled against the advice of a doctor or

purposely travel without medical advice when it was reasonable for you to have consulted a doctor.8. Any claim for a medical condition if any of the following applied when the First Directory was opened or the

trip you a. had received advice, medication or treatment for any serious, chronic or recurring illness, injury or

disease in the last 12 months unless the condition was disclosed to and accepted by us b. were under investigation or awaiting results for any diagnosed or undiagnosed condition unless

disclosed to and accepted by us c. were on a waiting list for in-patient treatment or were aware of the need for in-patient treatment for any

diagnosed or undiagnosed condition unless disclosed to and accepted by us d. had been told you have a terminal illness.

24

9. Any claim for a medical condition where you have been referred to a Consultant/Specialist or have your trip and the departure date unless disclosed to and

accepted by us.

Before you leave home

Cover under this section begins on the date you opened First Directory or the date of booking each separate trip (whichever is later) and ends when you leave your home to start your journey.

Cancelling your trip We will pay for non-recoverable costs that each insured person has paid for their own personal travel and

First Directory was opened or a tripof the reasons below.

1. You are injured, fall ill, are quarantined or die. 2. One of the following people is seriously injured, falls seriously ill or dies: a. a close relative b. a close business associate c. the person you were going to stay with. 3. You are called for jury service or as a witness in a court of law. 4. You are made redundant.

Your homeyou because your home

7. You are prevented from leaving your home on the planned departure date due to severe/adverse weather.8. You are prevented from starting your trip on the planned departure date due to the cancellation of pre-

c. airspace or an airport or port you are scheduled to travel from or through has been closed d. volcanic ash in the atmosphere and the carrier or their handling agent is unable to provide suitable alternative travel arrangements within 24

You will also be covered if a cancellation is unavoidable because your travelling companion is unable to travel due to one of the reasons listed above.

Special conditions

1. All claims resulting from injury, illness, quarantine or death must be supported by medical reports obtained at the time or a death certificate (or both) indicating the necessity to cancel the trip.

2. All claims must be supported by documentary evidence that you have been unable to obtain a refund from the travel and/or accommodation provider.

3. You must provide written confirmation from the carrier or their handling agent of the actual date and time of the planned departure and reason for the cancellation, and that they were unable to offer suitable alternative

itinerary.you have been prevented from leaving your home due to severe/adverse weather, you must

provide evidence that travel was not possible, such as local police, press or traffic reports.

The most we will pay

The most we will pay for each insured person

Excess

We insured person’s claim. However, if two or more insured persons cancel the same trip excessdeposit only, we will not pay the first £20 of each insured person’s claim.

What is not covered 1. Any claim made because you2. Any claim for a medical condition if any of the following applied when First Directory was opened or the

trip you: a. had received advice, medication or treatment for any serious, chronic or recurring illness, injury or

disease in the last 12 months unless the condition was disclosed to and accepted by us

25

b. were under investigation or awaiting results for any diagnosed or undiagnosed condition unless disclosed to and accepted by us

c. were on a waiting list for in-patient treatment or aware of the need for in-patient treatment, for any diagnosed or undiagnosed condition unless disclosed to and accepted by us

d. had been told you had a terminal illness.3. Any claim for a medical condition if your travelling companion or any other person upon whose good

health your trip depends had a serious illness, injury or disease which you were aware of when First Directory was opened or the tripaccepted by us.

4. Any claim for a medical condition where you, your travelling companion or any other person upon whose good health your trip depends have been referred to a Consultant/Specialist or have been

your trip and paying any final balance due for your trip unless disclosed to and accepted by us.

you were planning to get medical treatment for during your trip.6. Any claim for redundancy caused by misconduct, resignation or voluntary redundancy, or if you or your

travelling companion trip(whichever is later) or where you cannot provide written evidence that the reason you or your travelling companion left the job was due to redundancy.

7. Any claim where you triplater), that:

a. you or your travelling companion would be unable to travel, or b. where it had been publicly announced and/or reported by the media that the occurrence of an

anticipated event could result in the:

was opened or the trip9. Any claim where the carrier or their handling agent has offered suitable alternative travel arrangements

On your trip

After you have left your home you will be covered under all of the following sections of this insurance during your trip. All cover ends when you return home (including being repatriated to a hospital by us) or after expiry of the 31 day trip limit.

Missed International Departure

This section does not apply for trips taken solely within the UK.

1. scheduled bus, coach or rail services not running to their published timetable, or

you are travelling you arrive at your point of international departure too late to board the ship, aircraft or train on which you we you have to pay to reach: a. your trip destination on your outward journey b. your home on your return journey.

Special conditions

you have missed or will miss your ship, aircraft or train at the point of international departure due to one of the reasons listed above, you must contact the Travel Assistant helpline number shown on page 3 and we will contact the carrier or their handling agent for you

you. Any cost incurred may have to be paid by you and submitted as a claim.

2. You you are claiming because the vehicle you


The most we will pay for each insured person is £1,000.

26

What is not covered

opened or the trip

trip3. Any claim where you have not done all you can to get to the point of international departure for the

time specified on your4. Any claim where the carrier or their handling agent has offered reasonable alternative transport.

Delayed Departure after check in

We will pay you you are delayed at your:

2. your point of international departure from or to the UK. Abandonment after a 24 hour delay

you are delayed for more than 24 hours at your point of international departure from the UK and the carrier or their handling agent is unable to provide you with suitable alternative travel arrangements within 24

you can choose to abandon your trip.

You can also choose to abandon your trip if you are delayed for more than 24 hours on your outward

you abandon your trip, we will pay for non-recoverable costs that each insured person has paid for

have to be paid.

Special condition

Youhandling agents of the actual date and time of departure and the reason for the delay.

We your scheduled departure. The most we will pay

The most we will pay for:insured person.

2. abandonment insured person.

Excess

We insured person’s abandonment claim. However, if two or more insured persons abandon the same trip

What is not covered

you are delayed on any domestic departures within the UK

opened or the trip

trip4. More than one item under this section.

Abandonment

We will pay for: 1. non-recoverable costs for the personal travel and accommodation for each insured person (including

2. reasonable additional travel costs (if you cannot use yourallow you to return home early

if you unavoidably have to abandon your trip because any of the following happen after you have left home.

27

1. You are injured, fall ill, are quarantined or die. 2. One of the following people is seriously injured, falls seriously ill or dies: a. a close relative b. a close business associate c. the person you were going to stay with. 3. Your home

you because your homeyou from reaching the point of international departure or the pre-

booked holiday accommodation within the UK.6. You reach the point of international departure on the outward journey from the UK and discover that

d. volcanic ash in the atmosphere and the carrier or their handling agent is unable to provide suitable alternative travel arrangements within 24

You will also be covered if abandonment is unavoidable because your travelling companion is unable to continue the trip due to one of the reasons listed above.

Special conditions

you have been unable to reach your point of international departure or pre-booked holiday accommodation within the UK due to severe/adverse weather, you must provide evidence that travel was

2. You must provide written confirmation from your carrier or their handling agent of the actual date and time of your planned departure and the reason for the cancellation.

you need to return home abandonment claim, you must phone the Medical Emergency Assistance helpline immediately.

you cannot use your we pay additional travel costs to allow you to abandon your trip, your us.

your your carrier or their handling agent, you must provide written confirmation from them that they were unable to offer you suitable alternative travel arrangements within 24 hours of the date and time of your scheduled departure as shown on your

6. All claims resulting from injury, illness, quarantine or death must be supported by medical reports obtained at the time or a death certificate (or both) indicating the necessity to abandon your trip.



Excess

We insured person’s claim. However, if two or more insured persons abandon the same trip excess under this section will be £100.

What is not covered

1. Any claim due to severe/adverse weather where you have not allowed sufficient time to reach your point of international departure your journey.

opened or the trip3. Any claim where you trip

that: a. you would be unable to travel, or b. it had been publicly announced and/or reported by the media that the occurrence of an anticipated

event could result in:you are scheduled to travel from or through, or

your4. Any claim for a medical condition if any insured person has travelled against the advice of a doctor or

purposely travel without medical advice when it was reasonable for you to have consulted a doctor.

trip you: a. had received advice, medication or treatment for any serious, chronic or recurring illness, injury or

disease in the last 12 months unless the condition was disclosed to and accepted by us

28


c. were on a waiting list for in-patient treatment or aware of the need for in-patient treatment for any diagnosed or undiagnosed condition unless disclosed to and accepted by us

d. had been told you have a terminal illness.6. Any claim for a medical condition if any person upon whose good health your trip depends had a serious

illness, injury or disease which you were aware of when First Directory was opened or the trip was us.

7. Any claim for a medical condition where you or any person upon whose good health your trip depends your

trip and the departure date unless disclosed to and accepted by us. 8. Any claim for a medical condition you were planning to get medical treatment for during your trip.9. Any claim which was not authorised by our Medical Emergency Assistance provider before you returned

home. 10. Any claim that results from your job unless the purpose of the trip was office based business travel.11. Any claim for additional travelling costs if prior to your departure from the UK you have not purchased a

UK. 12. Any claim made because you did not enjoy your trip.13. Any claim where you your trip that you may need to return home early.

Emergency Medical and Associated Expenses

you are injured, fall ill, are quarantined or die during your trip, we will pay for the following:

1. Emergency Treatmentyou to hospital) outside your home

territory.your home territory.

2. Associated Expenses

you your trip) if it is medically necessary for you to stay after the date you were going to return home. We will also pay travel costs, which you your home if you cannot use your

you in the country outside your home territory where you die.

your body or ashes to your home. d. The cost of getting you home, if it is medically necessary because you are seriously injured or fall

seriously ill during your trip and you cannot use yourour Medical Emergency Assistance provider and the treating doctor agree that it is necessary, we will also

pay for reasonable travel and accommodation costs, under items 2a and 2d, for one relative or friend who has to stay with you or travel to be with you. 3. Hospital Benefit We will pay you you are in hospital outside your home territory receiving

in-patient treatment, following your injury or illness during your trip. 4. Holiday Disruption

you have a claim for emergency medical treatment, we will pay youyou are:

a. in hospital receiving in-patient treatment for more than 48 consecutive hours: or b. confined to your accommodation on the written advice of the treating doctor for more than 48

consecutive hours.

Special conditions

1. 24Hour Worldwide Medical Emergency Assistance Service You must call the Medical Emergency Assistance helpline number shown on page 3 before you

arrangements if an illness or injury means that you:

you need to visit them for repeat treatments, oryou are going to require tests or investigations as an out-patient, or

you you cannot call before you are admitted as an in-patient because the condition is serious, you must contact as soon as possible after you go into hospital.

yourwhere necessary:

29

you need to return to your home territory for any reason, it is also important that you contact the Medical Emergency Assistance helpline number before youaffect your claim if you do not do this.

3. Our Medical Emergency Assistance provider may move you from one hospital to another and/or arrange for you to return to your home territorythat it is safe for you to be moved or returned to your home territory you choose not to move hospital or return to the UK our liability will end on the date it was deemed safe for you to do so.


The most we will pay for each insured person is:

your home territoryyour home territory

your home territory.

Please note: we will only pay claims within your home territoryinsured person.

Excess

We insured person’s claim. What is not covered

1. Any claim for a medical condition if any insured person has travelled against the advice of a doctor or purposely travel without medical advice when it was reasonable for you to have consulted a doctor.

2. Any claim for a medical condition if any of the following applied when First Directory was opened or the trip you:

a. had received advice, medication or treatment for any serious, chronic or recurring illness, injury or disease in the last 12 months unless the condition was disclosed to and accepted by us


c. were on a waiting list for in-patient treatment or aware of the need for in-patient treatment for any diagnosed or undiagnosed condition unless disclosed to and accepted by us

d. had been told you have a terminal illness.3. Any claim for a medical condition where you have been referred to a Consultant/Specialist or have been

your trip and the departure date unless disclosed to and accepted by us.

4. Any claim for a medical condition you were planning to get medical treatment for during your trip.

a. any treatment received in your home territory. b. the cost of in-patient hospital treatment, out-patient treatment or going home early, that our Medical

Emergency Assistance provider has not agreed beforehand

related to the illness or injury that you originally went to hospital for d. any form of treatment that your treating doctor and our

can reasonably wait until you return home e. cosmetic surgery, unless considered necessary as a medical emergency and agreed with our Medical

Emergency Assistance provider f. medication which, at the time your trip started, you you would need while you were away

you have requested a single or private room h. treatment or services provided by a health spa, convalescent or nursing home or any rehabilitation centre i. any treatment after you have returned home.6. Costs incurred following your decision not to move hospital or return to your home territory after the

date when, in the opinion of our Medical Emergency Assistance provider and the treating doctor, it was safe for you to do so.

a. where the period in hospital or confined to accommodation is less than 48 consecutive hours b. for any insured person not being treated as an in-patient or confined to their accommodation on

medical advice c. where there is no valid claim for emergency treatment d. where the purpose of the trip was office based business travel.8. Any claim that results from your job unless the purpose of the trip was office based business travel.

30

Personal Accident

We will cover you if you suffer a serious accidental bodily injury during your trip which requires urgent and immediate medical attention and leads solely, directly and independently of any other cause to your:

2. loss of one or more limbs and/or the total loss of sight3. permanent total disablement you

compensation is paid under item 2 above).

Special conditions

1. Your death or disability must happen within one year of the accident. 2. You can only claim for one item under this section. 3. The benefit will be paid to you or your estate in the event of your death.


The most we will pay for each insured person insured persons we will pay is £1,000.

What is not covered

2. Any claim that results from your job unless the purpose of the trip was office based business travel. 3. Any claim as a result of you

Personal Liability 1. We will cover you for any money that you legally have to pay that relates to an accident during your trip

which causes:

c. loss or damage to temporary accommodation which is not owned by you.

2. We you in relation to the accident. You must obtain our


The most we will pay for all claims arising from any one event is £2,000,000.

Excess

A £100 excess applies to all claims arising from your occupation of temporary accommodation.

What is not covered

awarding compensation) you have to pay. 2. Liability arising from: a. death or injury of members of your you b. loss of or damage to property which belongs to or is under the control of:

youyour household

you c. your job d. you owning or occupying any land or building, unless you are occupying any temporary accommodation,

which is not owned by you in which case you will be responsible for the excess as shown above e. you owning or using:

f. you

31

Enforced Stay Abroad

This section does not apply for holidays within the UK or you have not purchased your return ticket to the UK before you depart on your trip, or you are travelling on an open-ended ticket and have not confirmed a return date to the UK with the airline.

you are unable to return home on your scheduled return date due to:a. airspace or an airport or port being closed, orb. yourwe will pay:1. you a £100 for every full 24 hour period you are unable to return home OR 2. up to £1,000 if after a period of 24 hours delay you

and accommodation arrangements to return home.

your own prescription medication has run out as a direct result of your enforced stay abroad, we will also pay for emergency medical supplies that youmedical condition.

Special Conditions

you claim under item 1 above, a. we your enforced stay abroad from the date and time of your scheduled

departure, as shown on your b. you must obtain written confirmation from your carrier or their handling agents of the actual date and

time of your return to the UK.2. Payment under item 2 will only be considered where your carrier or their handling agents have not been

able to offer you suitable alternative accommodation and/or travel arrangements. All claims must be supported by documentary evidence of the costs you have incurred.

3. We will deduct any refunds provided by the carrier or handling agent from any payments we you.



What is not covered

1. Any claim under more than one item of this section. 2. Any claim under item 2 where you fail to provide documentary evidence of the costs incurred.

you: a. have not purchased your UK before you depart on your trip, or

UK with the airline.

Legal Expenses and Advice

Assistance Limited or such other company as we notify you of from time to time.

Legal Expenses cover

We will negotiate on your behalf for your legal rights to bring legal proceedings to pursue a civil claim against a negligent party resulting from an incident, including medical treatment, for which you are not at fault which causes your death or personal injury during your trip providing that:a. the insured incident occurs within the territorial limits and during the period of insuranceb. prospects of successc. in respect of any appeal or defence of an appeal, it has been reported to us

to the deadline for any appeal we will pay for costs and expenses for any one insured person in respect of any

e. an insured person reports an insured incident to us as soon as possible and in all cases within 180 days of any circumstances which may give rise to a claim under this section.

32

Personal Legal Advice

We will give you confidential advice over the telephone on any personal legal problem that may lead to a claim under this section of the policy. We will tell you what your legal rights are, what course of action is available to you and whether these can be best implemented by you or whether you need to consult with a lawyer. Call the helpline number shown on page 3, there are no consultation fees and lines are open 24 hours a day,

Making a Claim

As soon as you are aware of an incident, you should get legal advice from the helpline without delay. Please tell them you are insured under the first direct Travel policy when you call.

Definitions

apply to this section of the policy.

Appointed Representative

A suitably qualified person appointed by us to act on your behalf.

Costs and Expenses

1. All reasonable and necessary legal costs charged by the appointed representative and agreed by us.2. Legal costs which you have been ordered to pay by a court or other body which we have agreed to or

authorised.

Legal Proceedings

The pursuit of a claim for damages.

Medical Treatment

The consultation and/or treatment of an illness or bodily injury conducted by a registered medical or dental practitioner who is or has been responsible for your clinical care.

Prospects of Success

you will:1. recover damages or obtain any other legal remedy which we have agreed to

4. recover damages which are higher than any costs and expenses which may be incurred.Prospects of success will be assessed by us or an appointed representative on our behalf.

Territorial Limits

The geographical limit specified is worldwide.

Special conditions

1. Claims - your duty

You must report an insured incident to us as soon as possible and in all cases within 180 days of any circumstances which may give rise to a claim under this section.

2. Claims - legal representation a. On acceptance of a claim, if appropriate, we will appoint an appointed representative b.

UK, you are free to nominate an appointed representative by sending us the name and address of the suitably qualified person.

33

You must confirm either:you nominate will not charge more than the appointed representative we would

have appointed ,oryou are willing to pay the difference between the cost of using your nominated appointed

representative and the cost of using our choice of appointed representative.we do not agree to your choice of appointed representative under condition 2b above, you may

choose another suitably qualified personappointed representative, we

a relevant national law society to choose a suitably qualified person to represent you. We and you must accept such choice.

we will be free to choose an appointed representative. f. An appointed representative will be appointed by us and represent you according to our standard

terms of appointment.

3. Claims - Our rights and your obligations a. We will have direct access to the appointed representative who will, upon request, provide us with

any information or opinion on your claim b. You must co-operate fully with us and the appointed representative us up-to-date

with the progress of the claim. c. At our request you must give the appointed representative any instructions that we require. d. You must notify us

you do not accept the recommendation of the appointed representative to accept a reasonable offer or payment into court to settle a claim, we may refuse to pay further costs and expenses.

f. No agreement to settle on the basis of both parties paying their own costs is to be made without our prior approval.

4. Discontinuance of a claimyou:

a. settle a claim or withdraw a claim without our prior agreement b. do not give suitable instructions to the appointed representative c. dismiss an appointed representative without our prior consent, our consent not to be withheld

the cover we provide will end immediately and we will be entitled to re-claim any costs and expenses we have incurred from you.

You costs and expenses that we have to pay and must pay us any costs and expenses that are recovered.

6. Disputesus and you in respect of the acceptance, refusal, control or handling of any

claim under this section, you our complaints procedure stated under ‘Our Promise of Service’ on page 37.

7. Arbitrationyour right to refer to the Financial Ombudsman Service as detailed on page 37, you have the

right to refer any difference that arises between us and you in respect of the acceptance, refusal, control or handling of any claim under this section to arbitration, which will be decided by counsel chosen jointly by us and you.

welaw society to choose a suitably qualified person. The arbitrator’s decision shall be final and binding on both parties. All costs for resolving the difference will be met by the party against whom the decision is made.


The most we will pay for each Insured Person

What is not covered

you2. A dispute between you and us.3. A dispute between you and someone you were travelling with, a person related to you or another

insured person.4. Any claim where you are more specifically insured or any amount you cannot recover from a more specific

insurance because the insurer of that insurance refuses the claim.you driving a motor vehicle without a valid licence and/or insurance.

6. Any illness, death or bodily injury which develops gradually or is not caused by a specific sudden event.7. Any claim from Deep Vein Thrombosis (DVT) or its symptoms that result from travelling by air.8. Any claim in respect of libel or slander.9. Costs and expenses incurred prior to our written acceptance of a claim.10. We will not pay for costs and expenses which have been incurred by the appointed representative

on a contingency fee basis.

34

11. Any legal action you we have not agreed to or where you do anything to hinder us or the appointed representative.

12. Any claim deliberately or intentionally caused by you.13. Any fines, penalties, compensation or damages which you are ordered to pay by a court or other authority.14. An application for judicial review.

Contracts (Rights of Third Parties) Act 1999 does not apply to this section.

The Contracts (Rights of Third Parties) Act 1999

This Act allows a person who is not a party to a contract to be able to enforce that contract if the contract expressly allows him to or if the contract confers a benefit upon him. However the Act will not be applied if the parties make it clear in the contract that the third party does not have the right to enforce it. For further guidance please see the Office of Public Sector Information website (opsi.gov.uk) or contact the Citizens Advice Bureau.

Hijack

We you are prevented from reaching your outward destination or the UK on the return leg of your trip, as a result of the transport on which you



What is not covered

1. Any claim where you do not provide written confirmation of the delay from the airline or carrier.

Mugging

We you are in hospital receiving in-patient treatment following a mugging.



What is not covered

1. Any claim where you do not report the mugging to the police within 24 hours and get a written police report.

Catastrophe cover

This section only operates if you have booked your accommodation independently and directly with the accommodation provider. We will cover you for additional accommodation and/or transport costs to allow you to continue your trip if you are forced to move from yourfollowing events occurring during your trip:

Special conditions

you were your new accommodation is of a higher standard then we will pay up to the cost of the

original accommodation, less any refunds you obtain.2. We will only pay your accommodation costs if you provide written confirmation from the provider of the

accommodation and/or the local or national authorities that you were forced to leave your independently

3. You you are forced to move from your



35

What is not covered

1. Any transport costs incurred in returning to the UK.

3. Any claim where the catastrophe, as described above, had already occurred when the First Directory was opened or the trip

4. Any claim where the provider of the accommodation and/or the local or national authorities did not deem it necessary for you to leave your prepaid accommodation.

Pet Care

your cat or dog suffers an injury whilst being cared for by a friend, relative, professional pet UK whilst you are on your trip and the injury requires in-patient veterinary

treatment, we your cat or dog receives in-patient veterinary treatment.


The most we

What is not covered

1. Any claim if you do not have written confirmation from the vet giving details of the injury or accident and the number of days that your cat or dog has been an in-patient.

Your Possessions

Emergency Travel Documents Expenses

Weyour passport or visa is lost, stolen or damaged while you outside of the UK

and this prevents you from leaving the country or continuing your trip.

you are unable to use your UK, we will also pay towards the cost of reasonable you to return home.

emergency travel document abroad.

Special conditions

1. You reasonable care your your passport or visa is lost or stolen you

2. You must report any loss or theft to the police within 24 hours of discovery and get a written report (where it is not possible to obtain a police report you must provide other independent proof of the loss or theft such as a letter from your transport company, hotel, vehicle hire company or repairer).

3. All claims must be supported by documentary evidence of the costs you have incurred.


The most we insured person.

What is not covered

1. Any loss or theft of your passport or visa if you do not report it to the police within 24 hours of the discovery and get a written police report.

2. The cost of purchasing a new replacement passport or visa.

a. you have not purchased your UK before you depart on your trip, or b. you UK with the airline.

insured persons who could continue travel without you but decides to stay with you.

Personal Money

We will cover you for loss or theft of your personal money during your trip.

36

Special conditions

1. You reasonable care your personal money your personal money is lost or stolen you

2. You must be able to prove that you own the lost or stolen personal moneyyou do not, it may affect your claim.

3. You must report any loss or theft to the police within 24 hours of discovery and get a written report (where it is not possible to obtain a police report you must provide other independent proof of the loss or theft such as a letter from your transport company, hotel, vehicle hire company or repairer)

lost or stolen personal money.


The most we will pay for each insured personinsured persons under 16 years of age.

Excess

We insured person’s claim.

Baggage

We will cover you for loss, theft or accidental damage to your personal belongings and valuables during your trip.

Special conditions

1. You reasonable care your personal belongings and valuables your personal belongings or valuables are lost or stolen, you

your personal belongings or valuables are lost or damaged by an authority, a transport company or hotel, you must report the details of the loss or damage to them in writing and get written confirmation.

your personal belongings are lost or damaged by an airline, you must: a. get a property irregularity report b. give written notice of the claim to the airline within the time limit in their conditions of carriage (you should

you claim under this section.4. You must be able to prove that you were responsible for the lost, stolen or damaged items and how much

you do not do this, it may affect your claim. You must report any loss or theft to the police within 24 hours of discovery and get a written report (where it is not possible to obtain a police report you must provide other independent proof of the loss or theft such as a letter from your transport company, hotel, vehicle hire company or repairer).

6. At our option, we will settle any claim by payment or replacement. We will pay claims for personal belongings and valuables based on their value at the time of loss. We will not pay the cost of replacing them with new items, and we will not pay more than the original purchase price of any lost or damaged item.

7. You should not dispose of any damaged items as we you to send them to us.you

amount claimed under this section.



valuables.

Excess

We insured person’s claim.

What is not covered under Personal Money and Baggage 1. Loss, accidental damage or theft of personal money or valuables not carried in your hand baggage

and fully accessible to you while you are travelling.2. Loss or theft of personal money, personal belongings or valuables which you have left unattended.3. Any loss or theft which you do not report to the police within 24 hours of discovery and get a written report. 4. Theft of personal money, personal belongings or valuables

caravan unless there is visible evidence of forcible and violent entry. personal money, personal belongings or valuables delayed, detained or confiscated by customs or

other officials.

37

6. Pedal cycles, contact lenses, and hearing aids, medical and dental fittings or antiques, furs or telescopes.7. Winter sports equipment

porcelain, ceramics, pottery, ornaments or similar fragile articles.

or restoring.

11. Loss, accidental damage or theft of items used in connection with your job, which are not owned by you.

13. Loss or theft or travellers’ cheques where the issuer provides replacements or where you have not complied with the issuer’s instructions.

Delayed Baggage

your baggage is temporarily lost on the outward journey and you are without it for more than 12 hours, we will pay for the replacement of essential items.

Special condition

To claim under this section, you must:

you buy. you were without

your baggage. 3. Obtain a property irregularity report.



What is not covered

1. Any claim for baggage delayed or detained by customs or other officials.

Complaints Procedure Our Promise of Service

Our our customers but we recognise that things go wrong occasionally. We we receive seriously and aim to resolve all our customers’ problems promptly. To ensure that we we welcome your We will record and analyse your we continually improve the service we offer.

What will happen if you complain?

We your complaint promptly. We

Most of ourwe will contact you you

date of response.

What to do if you are unhappy

you are unhappy with any aspect of the handling of your claim we would encourage you, in the first

first directyour complaint is regarding anything else please contact:

you are unhappy with the outcome of your complaint you may refer the matter to the Financial Ombudsman

38

same rate as 01 or 02 numbers on mobile phone tariffs). Or simply log on to their website at

we are bound by the decision of the Financial Ombudsman Service, you are not. Following the

Authority, the Prudential Regulatory Authority or the Financial Ombudsman.

Compensation

We are members of the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from this scheme if we cannot meet our obligations, depending on the type of insurance and the circumstances of your

Further information about your policy

first direct may from time to time use a different insurer(s) to provide you with this product. A change of

first direct will notify you prior to any change of insurer(s) and advise you of any change in the policy terms. You will have the opportunity to terminate First Directory before such a change becomes effective.

first direct

Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

first direct is a division of HSBC Bank plc.

Registered in Scotland No. 2116

Registered Office: Pitheavlis, Perth, Scotland PH2 0NH.

Authorised by the Prudential Regulation Authority and regulated by the

Financial Conduct Authority and the Prudential Regulation Authority.

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Your First Directory Travel InsurancePolicy Number FD070104M

Effective from 21 April 2016

Please take time to read this booklet as it containsimportant information.

To help you understand what you are covered for at a glance –

we’ve highlighted some common questions such as

Further details are on page 2.

2

Welcome to your First Directory Travel Insurance

question and cannot find the answer either below or in the policy wording, please contact Customer Services.

Who is covered by this policy?

Cover is for you, the First Directory holder(s), your partner (providing you are both under 70 years of age at the start date of your trip), and your children travelling with you if, at the start date of the trip, they are under 18 years of age (or under 23 if in full time education and living at home outside of term time).

Do I need to tell you that I am travelling?

register with us or tell us that you are travelling.

Do you need to know about any medical conditions?

received advice, medication or treatment for any serious, chronic or recurring illness, injury or disease, which includes investigations or referrals for any undiagnosed symptom or conditions. Failure to disclose before

‘Your Health’ section on page 19 for full details of when and what you must declare.

Do you need to know if any travel plans are reliant on the health of a travelling companion or a close relative not insured by this policy?

Yes. You must tell us if any other person you plan to travel with or a close relative (whether travelling or not) has any serious illness, injury or disease. Please see the ‘Your Health’ section on page 19 for full details of when and what you must declare.

What is the maximum trip length?

Are holidays in the UK covered?

Are winter sports holiday covered?

full details of what is covered on page 31.

Are business trips covered?

travel, even if you have some leisure time during your trip.

Can I claim for cancellation of my trip if I have a problem with my travel documents, e.g. my passport is out of date/not arrived in time or my visa is invalid?

passport is lost or stolen or damaged while you are abroad there is cover in this situation. Please see the Emergency Travel Document section on page 28.


3

Travel Insurance Helplines

Medical Risk Assessment08000 517 463

Lines open: Mon–Fri (8am–8pm) Sat (9am–6pm)

Closed Public Holidays and Sundays

24-hour Medical Emergency Assistance

helpline.

08000 517 464

+44 1603 605128

All lines open: 24 hours a day,

Customer Services

you require any of these formats please contact first direct.

Phone 03 456 100 100

03 456 100 147

Travel Claims

result of a medical emergency.

08000 517 467

+44 1603 605125

01603 605131

020 7662 0276

Lines open: Mon-Thurs (8am-6pm)

Legal Expenses Claims and Advice

advice for any personal legal problem that may lead to a claim under this policy.

01603 208535

+44 1603 208535

Travel AssistantThis helpline can assist you with a wide range of travel advice before and while you are away. Please do not call this number for policy queries or claims.

08000 517 469

+44 1603 605129

Telephone call charges and recording

For our joint protection telephone calls may be recorded and/or monitored.

4

Travel Assistant Helpline

providing information on the countries you are visiting to sorting out non-medical emergencies.

Advice before you travel:

While travelling:

Other emergency services while travelling:

Please note: There is no charge for the provision of the advice guidance or other emergency service shown

above. However if you wish us to obtain goods or services on your behalf that are not covered by a claim under

this policy, you will need to pay any fees that the provider charges and you will need to adhere to the provider’s

terms and conditions.

Foreign and Commonwealth Office (FCO) – Travel Advice by Country

www.gov.uk/knowbeforeyougo

5

Air and Maritime Passenger Rights For the latest advice and further details on your rights please visit the following websites:www.caa.co.uk and search for ‘travel problems’ and www.dft.gov.uk and search for ‘maritime passenger rights’.

You should also refer to the terms and conditions of the carrier you are travelling with.

Please note - we are not responsible for the content of other websites.

Your Claim

any evidence we may require.

Type of claim What must I do? What will I need?

Cancelling your trip or coming home early– see page 21

to cancel or come home early is covered.

Helpline before returning home.

medical certificate for completion by the patient’s doctor to confirm the reason for the claim.

cancellation.

Missed departure– see page 23 departure point on time.

down or was involved in an accident.

Delayed departure after check-in– see page 23

hours before submitting a claim. carrier of the actual date and time of departure and the reason for the delay.

Medical Emergency– see page 24 Helpline before any hospital

admission or as soon as possible thereafter.

treating facility.

Enforced Stay Abroad– see page 23 they will advise if you should travel

your specified time.

carrier of the actual date and time of

Legal Expenses– see page 26 and Advice Helpline as soon as you

are aware of the incident.anything else to deal with your claim

Emergency Travel Documents– see page 28

soon as reasonably possible.

Baggage and personal money – see page 28

recover lost/stolen property.

as soon as reasonably possible.

airline/carrier within the timescales stated within their terms and conditions.

airline/carrier and your baggage tag receipts.

damaged item.

its value.

other relevant authority.

Delayed Baggage– see page 28 airline/carrier within the timescales

stated within their terms and conditions.

carrier of the number of hours delay.

6

Guide to your First Directory Travel Insurance policy

Contents Page

Section 1 Policy Summary7

Section 2 Policy Wording Definitions 11Helpful and important information about this policy 13

131517

Your health Medical Declaration 19

Cancelling or coming home early 21Travel disruption 23

24Accidental death and permanent injury 25

26Personal liability 27Your possessions 28

30Catastrophe cover 30Pet care 31Winter sports 31

Your activities Leisure activities, activity based holidays and winter sports holidays 33

Complaints procedure 38Compensation 38Further information about this policy 38

7

Section 1 Policy Summary This is a summary of the policy and does not contain the full terms and conditions of the cover,

Who is the insurer?

What is First Directory Travel Insurance?This policy is designed to meet certain costs that might arise in the course of your worldwide trips.

What are the main benefits, features, exclusions, limits and excesses?

Children under 18 (under 23 years of age if still in full time education and living at home outside of term time) travelling with the First Directory holder or his/her domestic partner are also covered.

holidays where this is the main purpose of the trip.



Limit per insured person

Excess per insured person

Cancelling or coming home earlyPage 21

Refund of your own personal and non-recoverable travel and

or

Proportionate refund of your unused and non-recoverable accommodation costs and, where applicable, reasonable costs to return home.

conditions unless disclosed to and accepted by us.

your trip, of possible reasons that could prevent you from travelling or continuing your trip.

Travel DisruptionPage 23

Travel Delay after Check-inA benefit if your pre-

delayed for more than 12 hours on your outward

Missed Departures

accommodation costs if you miss your pre-

Enforced Stay AbroadCover if you are unable to return home on your scheduled return date due to airport, port or airspace closure.

specified time.

benefit for a missed departure if your trip

of Man.

departure for a trip which was not pre-

not left sufficient time to reach your destination.

have not purchased

confirmed your return date with your travel provider before the claim arises.

hours you are delayed up to a

missed departure.

full 24 hours that you are unable to return home up to a

Nil.

Nil.

Nil.

PLEASE ENSURE YOU READ THIS SECTION

8



Limit per insured person

Excess per insured person

Emergency Medical and Associated ExpensesPage 24

Cover for emergency medical treatment and if necessary repatriation.

conditions unless disclosed to and accepted by us.

Lower limits apply for some associated

Accidental Death or Permanent DisabilityPage 25

Death, loss of limbs/sight or permanent total disablement following an accidental injury.

naturally occurring condition or degenerative process.

if aged under 16).

Nil.

Legal ExpensesPage 26

Cover to pursue a civil claim if you suffer personal injury or death during your trip.

your claim has been accepted.

Nil.

Personal LiabilityPage 27

Cover for your legal liability if you cause accidental injury or death to third parties, or damage to their property.

your job or the use of animals, fire arms, motorised vehicles, vessels or aircraft.

to temporary holiday accommodation.

Your PossessionsPage 28

Delayed BaggageA benefit to replace temporarily lost essential items.

Baggage and Personal MoneyCover for loss, theft or damage of your baggage, personal money or travel documents.

Emergency Travel DocumentsCover for the cost of an emergency passport or visa and travel and accommodation costs if you cannot use your

reported to the police as soon as reasonably possible following discovery of the loss or theft.

not carried in your hand baggage whilst you are in transit.

motor vehicles when there is no evidence of forcible and violent entry.

unattended motor vehicles unless your belongings are left out of view.

delayed baggage.

baggage.

individual item.

personal money.

emergency travel

Nil.

and personal money.

Nil.

Winter SportsCoverPage 31

Cover for loss, theft or damage to winter sports equipment. Also covers additional benefits for delays due to avalanche,

injury or illness.

equipment left in a motor vehicle.

equipment if it is damaged whilst being used.

there is no evidence of forcible or violent entry.

equipment.

avalanche delay.

closure.

equipment

9

The following are the main General Exclusions and Conditions that apply to the whole policy

There is no cover for:

Changes will be notified to you in writing at least 30 days before they become effective. Policy cover may be increased or decreased.

Conditions.

Pre-existing medical conditions – important declarations you need to make

a. has received advice, medication or treatment for any serious, chronic or recurring illness, injury or disease

b. has been referred for investigations or tests, or have had investigations and are awaiting results, for any

c. is on a waiting list for, or aware of the need for, in-patient treatment for any medical condition or

e. is travelling against the advice of a doctor or purposely travel without medical advice when it was reasonable to have consulted a doctor.

b. a travelling companion or person you plan to stay with, (and upon whose good health the trip depends)

depends, has been referred to a Consultant/Specialist or out-patient clinic, attends A&E or is admitted to

will advise if cover will apply while on the trip.

As this policy is part of First Directory, cover will continue as long as you hold First Directory and remain

in the status or control of any condition previously declared or if you or anyone upon whose good health the trip depends develops another condition.

10

How long does my First Directory Travel Insurance run for?All cover under this policy will cease automatically if:


they reach age 70)

2. first direct:

EligibilityAs your circumstances may change over time, it is important that you review the terms and conditions of this

Your Cancellation Rights

conditions of First Directory on how to cancel.


How do I make a complaint?We hope you will be happy with the service that we provide. However, if for any reason you are unhappy with it,

unable to resolve your complaint, you may refer it to this independent body. Following the complaints procedure

Would I receive compensation if Aviva were unable to meet their liabilities? Aviva is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation

from this scheme if we cannot meet our obligations, depending on the type of insurance and the circumstances of

your claim. Further information about the FSCS arrangements is available from them on 0800 678 1100, or by

11

Section 2 - Policy WordingDefinitions

Wherever the following words or phrases appear in bold, they will have the following meanings

close business colleague Someone you UK you to be able to go on or continue a trip. A senior manager or director of the business must confirm this in the event of a claim.

close relative Your mother, father, sister, brother, partner, fiancé(e), daughter, son, grandparent, grandchild, parent-in-law, daughter-in-law, son-in-law, brother-in-law, sister-in-law, step-parent, step-child, step-sister, step-brother, aunt, uncle, cousin, nephew, niece, legal guardian or foster child.

doctor A registered member of the medical profession who is not related to you or anyone you are travelling with.

excess The amount that you will have to pay towards each claim per insured person.

first direct

First Directory holder The person named on the 1st Account as a First Directory holder(s).

home Your home address in the UK.

home territory your home

your home is located on any of these islands.

office-based business travel

Travel outside the UK if the reason for your trip is to carry out wholly office-based clerical or administrative duties only, which do not involve you dealing with members of the public.Office-based business travel is limited to 31 days in any calendar year.

partner The person that the First Directory holder lives with at home in a domestic relationship, whether married or co-habiting (as if husband and wife), regardless of gender, who is under 70 years of age at the start date of the trip.

period of insurance Each trip you

trip applies as follows:1. Cover for cancelling your trip begins from the date of opening First

trip (whichever is later) and ends when you leave your home to start your trip

2. Cover under all other sections starts when you leave your home and ends when you return home (or are repatriated to a hospital in the UK), providing you trip limit.

personal money Cash (including foreign currency), travellers’ cheques, non-refundable pre-

driving licences.

point of international departure

The airport, port or station from which youfrom or to the UK your home you are also covered

pre-booked holiday accommodation prior to the start of your trip

but not including residential properties belonging to friends or family.

this policy The First Directory worldwide travel insurance.

travelling companion A person you travel with, without whom you your trip.

12

trip(s) UK that last no more than 31 days that are either:1. Holidays outside the UK2. Office-based business travel outside the UK3. Holidays within the UK, that include two or more consecutive nights stay

in pre-booked holiday accommodation.

UK

UK resident An insured person whose main home is in the UK, who is registered with a doctor UK. You must have been resident in the UK for at least 6 months before First Directory was opened or the trip

valuablessilver, precious metal or precious stones, binoculars, hand held games consoles and equipment, mobile phones, photographic equipment, video cameras, e-readers, laptops and tablets, or any accessories which are designed to be used with these items.

we, us, our, insurerPitheavlis, Perth, PH2 0NH. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority.

winter sports equipment

you, your(s), yourself, insured person

The First Directory holder, his/her partner and their dependent children who at the start date of the trip are under 18 years of age (under 23 years of age if still in full-time education and living at home outside term time).

13

Helpful and Important Information about your Insurance

Information and Changes we need to know about

This policyit with you when you you full details of what is covered, what is not covered and the limits, excesses First Directory holder’s responsibility to ensure that all insured persons you do not comply, we may refuse your claim or reduce your cover in the event of a claim.

trip period of insurance, we will provide the cover set out in this policy document provided:1. you are a First Directory holder2. you are a UK resident3. the trip4. you your return journey before leaving the UK, or if you you have

confirmed your return date with the airline.

Children

Dependent children who at the start date of the trip are under 18 years of age (under 23 years of age if still in full time education and living at home outside of term time) are only covered:1. when travelling with the First Directory holder or his/her partner2. whilst travelling abroad on their own to stay with close relatives who permanently live abroad, for the

duration of the trip.

Automatic cover

The insurance cover automatically applies for each trip you do not have to contact us every time you trip, unless you

You we you. you open First Directory, you

you and anyone upon whose health your trip depends (whether travelling or not). After your First Directory is opened, you youAssessment Helpline if there are any changes in health, including the health of others. Please see the Medical Declaration of this policy for full details of what you need to declare.

You also need to tell first direct if you move address – if this means that you are no longer a UK resident then all cover under this policy will end.

When we are notified of a change, we will tell you if it affects this policy we are able

you is not complete and accurate we may:

3. not pay any claim in full.you we us.

14

Automatic extension of cover

you your cover ends, this policy will remain in force as follows:1. up to 14 days if any vehicle you

which you2. for as long as medically necessary where you are claiming for emergency medical treatment under this

policy.

Automatic termination of cover

All cover under this policy will cease automatically if:1. The First Directory holder:

First Directory holders

UK residentus to be acting fraudulently.

2. first direct cancels First Directory under one of the reasons set-out in the First Directory Terms and Conditions.

insured person is on a trip at the time an automatic termination event occurs, all cover will cease when the trip ends.

Your cancellation rights

This policy will remain in force subject to the automatic termination of cover section above.

You have a statutory right to cancel this policy within 14 days from when you receive your travel insurance policy document. To cancel this policythis policy will remain in force until any of the automatic termination events shown above occurs, or this policywording.

your right to cancel, please contact first direct.

Use of Language

this policy will be in English.

Choice of Law

The law of England and Wales will apply to this contract unless:1. you and the insurer2. at the date of the contract the First Directory holder

that country will apply.

15

General Exclusions and Conditions(These apply to the whole of this policy)

General Exclusions

This policy does not cover the following:

1. Any consequence whatsoever which is the direct or indirect result of any of the following, or anything connected with any of the following, whether or not such consequence has been contributed to by any other cause or event:

be declared or not), civil war, rebellion, revolution, insurrection, civil commotion assuming the proportions of or amounting to an uprising, military or usurped power.

2. Claims directly or indirectly caused by:

c. Pressure waves caused by aircraft and other aerial devices travelling at sonic or supersonic speeds.

3. Any claim for your death, injury or disability resulting from:a. Yourb. Your misuse of alcohol or drugs or your consumption of alcohol or drugs (other than drugs

causes immediate or long-term physical or mental impairment, including impairment to your judgement causing you you

your misuse of alcohol or drugs.

4. Any claim where during the trip, you deliberately put yourselfdisability (unless your life is in danger or you were trying to save human life).

Claims resulting from any tour operator, travel agent, airline or other service provider becoming insolvent and not being able or willing to carry out any part of their duty to you.

6. Any loss that is not specifically described in the stated terms and conditions, e.g. we will not pay for loss of earning if you your trip, or any payment which you would normally have made during your travels.

7.had been diagnosed before you your trip (whichever is later).

8. Any incident which happens after the trip duration limit has been reached.

16

9. Any claim for an incident which happens during a trip that results from:a. you riding or being a passenger on a scooter, moped or motorcycle:

you wear a crash helmet and, as a rider, you are fully licensed to use such a vehicle in the UK

your mode of transport from the UK and you wear a crash helmet and appropriate protective clothing. As a rider you must be fully licensed and insured to use this vehicle in the UK. There is no cover for trips

b. youc. you driving any motorised vehicle, unless you are fully licensed to drive such a vehicle in the UKd. you driving or being a passenger in any motorised vehicle unless you have complied with all

laws applying to use of that vehicle in the country you you must wear a

e. your

f. business travel if your job is not wholly an office based role and your trip involves dealing with

g. you

h. you

i. you

10. Any claim resulting from a tropical disease where you have not had the recommended inoculations

11. Any claim for:

b. costs where these are recoverable from yourc. costs you have paid on behalf of persons not insured under this policyd. administration costs charged by your travel and/or accommodation provider in respect of

obtaining a refund for unused travel and accommodation.

12. Any claim because you you are not enjoying your trip.

13. Any claim caused by an event for which the dates had been publicly announced and /or reported by your trip

14. You must report any loss or theft to the police as soon as reasonably possible following discovery, and get a written report (where it is not possible to obtain a police report you must provide other independent proof of the loss or theft, such as a letter from your transport company, hotel, or resort management).

17

General Conditions

1. You are the First Directory holder, his/her partner or their dependent children who at the start date of the trip are under 18 years of age (under 23 if still in full time education and living at home outside of term time).

2. Youyou opened First Directory and have told the insurer about your health and the health

of anyone else your travel plans depend on.

Please note that if you fail to tell the insurerinvalidate this policyimportant that you

you is not complete and accurate, we may amend the medical

you fail to notify us of any changes to your health before a trip (as required in the Medical

3. Our right to cancel:first direct may cancel this policy on our behalf by sending at least 30 days’ notice setting out the reason for cancellation.

Valid reasons include, but are not limited to, the following:a. where web. where you fail to co-operate with us or provide us with information or documentation we

reasonably require and this affects our ability to assess a claim or defend our interests. See the

c. where youquestions we we

d. where first direct decide to offer this policy through an alternative provider as provided for in

first direct may also cancel this policy in accordance with the First Directory Terms and Conditions. Please refer to this document for further details.

4. Claims fraud:first direct and the insurer may at any time share information

about you with other organisations and public bodies including the police. You should show these notices to anyone who has an interest in this policy.

your we will not pay any costs or benefits under this policy and we may cancel this policyfraudulent claim. We may also report you you.

You yourself and your property against any accident, injury, theft, loss or damage. You you would if you did not have this policy.

6. we our claims investigation reveals that no cover this policy, you must pay us we have paid, which you

are not covered for.

7. You must tell us as soon as possible after becoming aware of any circumstances which may lead to a claim under this policy. You must also tell us if you are aware of any legal proceedings, summons or prosecution. You must send us every communication relating to a claim as soon as reasonably possible.

8. You, or any person acting for you, must not negotiate, admit or reject any claim without our permission in writing.

9. We you cannot provide receipts or bills.

18

10. You or your legal representative must pay for any certificates, information and evidence, which we may need. When there is a claim for injury or illness, we insured person our behalf.

11. this policy, there is any other insurance we are entitled to approach that insurer for

a contribution towards the claim, and will only pay our share. This condition does not apply to

12. We your name the defence or settlement of any legal action. We our our own benefit, but in your name, to recover any payment we have made under this policy to anyone else.

13. you you us to access your medical records. This will help the treating doctors, and us, to provide you with the most appropriate

you do not agree to provide this we will not deal with your claim.

14. your statutory cooling off period, you continue to have the right to cancel First Directory at any time by contacting first direct, but no refund of any fees payable in respect of First Directory will be available.

Wethis policy’s our

When doing so we will only consider one or more of the following: a. our

of a similar nature. b. information reasonably available to us

similar products.

Additionally, we this policy’s terms and conditions:

us or this policy) in the law or regulation or the interpretation of law

code of practice, with which we intend to comply.this policy clearer and fairer to you

discovered in due course.Changes (together with the reasons for such changes) will be notified to you in writing at least 30 days in advance.

16. first direct may cancel this policy on ourhappens first direct will give you 30 days’ notice.

19

Your Health

This policy is not a general health or private medical insurance policy and will only cover you if you have a

It does not cover:

2. any treatment you you might need whilst on your trip

you read the Medical Declaration below, and provide complete and accurate information. The Medical Declaration applies on the date you open First Directory or when the trip was

insured persons and anyone else upon whose good health your trip depends, even if they are not travelling with you.

Medical Declaration

1. You you opened First Directory or trip (whichever is later), you:

a. have received advice, medication or treatment for any serious, chronic or recurring illness, injury or

b. have been referred for investigations or tests, or have had investigations and are awaiting results,

c. are on a waiting list for, or aware of the need for, in-patient treatment for any medical condition or

e. are travelling against the advice of your doctor or purposely travel without medical advice when it was reasonable to have consulted your doctor

close relative, close business colleague, travelling companion or person you plan to stay with, (and upon whose good health the trip depends), who has a serious illness, injury or disease which could affect your your trip.

2. trip and the departure date, you are referred to a Consultant/Specialist or out-patient clinic for tests or investigations, attend A&E or are admitted to hospital, this policy will cover you for cancellation of your trip.

Please note however, that if you still wish to travel youHelpline immediately and they will advise you if you will be covered for any claims relating to this condition.

3. trip and the departure date, anyone upon whose good health your trip depends, such as a close relative or a travelling companion, is referred to a Consultant/Specialist or out-patient clinic for tests or investigations, attends A&E or is admitted to hospital, this policy will cover you for cancellation of your trip.

Please note however, that if you still wish to travel youHelpline immediately and they will advise you if you will be covered for any claims relating to this condition.

4. you your trip but before paying any final balance due for your trip, you, or anyone upon whose good health your trip depends, is referred to a Consultant/Specialist or out-patient clinic for tests or investigations, attends A&E or is admitted to hospital you must call the

We will advise you if you will be covered for claims related to this condition.

not this policy you have declared. You must comply with the special conditions noted on your us informed of any changes to the status and control of any medical conditions that you declare or if a new condition develops – changes could include increased levels of medications, admission to hospital or A&E or where youand any claim for this condition could be refused if you have not informed us about the change.

All calls to the Medical Risk Assessment Helpline are treated in the strictest confidence.

20

European Health Insurance Card (EHIC)

you we strongly advise that you you. You can obtain information from the post office, or you can

and validated before you travel.This will allow you You

Medicare

you require medical treatment in Australia, you must enrol with a local Medicare office. You do not need to enrol on arrival but you must do this after the first occasion youtreatment at a public hospital is then free of charge. Details of how to enrol and the free treatment available can be found at www.humanservices.gov.au by searching for Medicare forms.

21

Cancelling or coming home early

you unavoidably have to cancel your trip or come home early, we will pay for the following:

insured person has paid, or legally has to pay for their own unused

or

you cannot use yourstandard you your trip) necessary to allow you to come home early.


you are unable to recover these costs from the provider.

1. You are injured, fall ill, are quarantined or die.

2. A close relative, close business colleague, or the person you were going to stay with is seriously injured, falls seriously ill or dies.

3. Your home

4. you because your home

Severe/adverse weather prevents you from leaving your home, reaching your point of international departure or your pre-booked holiday accommodation in the UK.

6. Delay or cancellation of your you from leaving the UK on your outward journey, and the carrier or their handling agent is unable to provide suitable alternative travel arrangements within 24 hours of the date and time of the scheduled departure as shown on your

7. You are a member of the Armed Forces, Police, Ambulance, Fire, Nursing Services or an employee

major incident in the UK.

8. You are prevented from travelling within fourteen days of your scheduled departure date or have to come home early because:

your

b. Your you

c. A Foreign and Commonwealth Office advisory notice is in place advising against all travel or all but essential travel to yourwhich you are staying.

You can also cancel your trip if one of the following occurs:a. youb. you are called for jury service or as a witness in a court of law during your trip.

You will also be covered if your travelling companion has to cancel the trip or come home early for one of the reasons listed above.

22

Special Conditions

a. All claims resulting from illness, injury, quarantine or death must be supported by medical reports, or a death certificate (or both). Medical reports must be obtained at the time of the incident and indicate the necessity to cancel the trip or come home early.

b. You must provide written confirmation from the carrier or their handling agent of the actual date and time of the planned departure and reason for the cancellation or delay, and that they were unable to offer suitable alternative travel arrangements within 24 hours of your scheduled departure.

c. Where you have been prevented from reaching your point of international departure or pre-booked holiday accommodation in the UK due to severe/adverse weather, you must provide evidence that travel was not possible, such as local police, press or travel reports.

your leave is cancelled, or you are made redundant you must provide written confirmation from your employer.

you are called as a witness or for jury service you must provide written confirmation.

you have to come home early:you need to come home you must phone the Emergency Medical

Assistance Helpline immediately. b. All claims must be supported by documentary evidence that you have been unable to obtain a refund

from the travel and/or accommodation provider.c. You must provide written confirmation from the accommodation provider and /or local or national

authorities that the accommodation was uninhabitable and the reason for this, and that they were unable to offer suitable alternative accommodation of a similar standard.

you cannot use your we pay additional travel costs to allow you to come home early, your us.

Excess

We insured person’s claim. However, if two or more insured person’s excess

we insured person’s claim.

What is not covered

b. Any claim for a medical condition or undiagnosed symptom suffered by you or any travelling companion, close relative, close business colleague or the person you were going to stay with, which has not been disclosed to and accepted by us as required by the Medical Declaration on page 19.

c. Any claim for a medical condition or undiagnosed symptom you were planning to get medical treatment for during your trip.

d. Any claim for a medical condition or undiagnosed symptom if any insured person has travelled against the advice of their doctor or purposely travelled without medical advice when it was reasonable to have consulted their doctor.

e. Any claim where you your trip (whichever is later) that you or your travelling companion may be unable to travel or may need to come home early.

you have to cancel your trip:a. Any claim due to severe/adverse weather where you have not allowed sufficient time to reach your

point of international departure your journey.b. Any claim where the carrier or handling agent has offered suitable alternative travel arrangements within

c. Any claim for dismissal, misconduct, resignation or voluntary redundancy.d. Any claim for redundancy if you or your travelling companion

your trip (whichever is later) or where you cannot provide written evidence that the reason you or your travelling companion left the job was due to redundancy.

you have to come home early:a. Any claim for coming home early which was not authorised by our Emergency Medical Assistance

provider.b. Any claim for coming home early due to Foreign and Commonwealth Office advice where this advice

was already in place prior to your departure from the UK.c. Any claim for coming home early after you have chosen to move to alternative accommodation.d. Any claim where you you may need to come home early.

23

Travel delay after check-inyour you we

period you your transport on your outward journey from the UK is delayed for more than 24 hours, you can cancel your trip, please see page 21.

For each insured person the most weMissed departures – This benefit does not apply to trips UK

you miss your

youyou

we will pay for additional travel and accommodation costs you incur to reach your destination abroad or home on your return journey.

For each insured person, the most weEnforced stay abroad – This benefit does not apply to trips UK

you are unable to travel home on your scheduled return date due to:

b. yourwe will pay you either:

you are unable to travel home, or you

alternative arrangements to travel home. your own prescription medication has run out as a direct result of your enforced stay abroad, we will also

For each insured person the most we

Special Conditionsa. you can only claim for one benefit per incident under this section.b. Any costs incurred may have to be paid by you and submitted as a claim.c. We will only pay for additional transport or accommodation costs if your carrier or their handling agents

have not been able to offer you suitable alternative accommodation and/or travel arrangements. All claims must be supported by documentary evidence of the costs you have incurred.

your youMissed departures:

you miss your you must contact the carrier or their handling agent to see if a late arrival is possible or if alternative travel arrangements can be made.

b. You you are claiming because the vehicle you

c. Where you you, you must provide evidence of the incident, such as local police, press or traffic reports.

Enforced stay abroad:you are unable to return home your delay from the time and date of

your scheduled departure as shown on yourb. You must provide written confirmation from the carrier or their handling agents of the actual date and

time of your return to the UK and the reason for the delay.you

not confirmed a return date with the airline.

ExcessWe insured person if the trip is cancelled following a 24 hour delay.

Travel Disruption

What is not covered

b. Any claim where you have not done all you can to get to your departure point, or where you have your

transfers between terminals, airports, ports or stations.c. Any claim where the carrier or their handling agents have offered reasonable alternative transport.d. Any claim for costs where you have received a refund from the carrier or handling agent.

Missed departures:a. Any claim for a missed connection for a trip you left the UK.b. Any claim for trips solely within the UK.

24

you are injured, fall ill, are quarantined or die during your trip, we will cover you up to the limits shown below, for:

Emergency medical treatment

a. Emergency medical treatment outside your home territory you to hospital).

b. Emergency dental treatment required for immediate pain relief only outside of your home territory.

Associated expenses

you had your trip) if it is medically necessary for you to stay after the date you were going to return

home or travel to yourb. for the cost of burying or cremating you in the country where youc. for the cost of returning your body or ashes to your homed. the cost of getting you home you are seriously

injured or fall seriously ill during your trip and you cannot use your

our Medical Emergency Assistance provider and the treating doctor agree that it is necessary, we will also pay travel and accommodation costs under 2a and 2d, for one relative or friend who has to stay with you or travel to be with you.

for each insured person we will pay up to:your home territory.

your home territory.your burial or cremation if you die outside of your home territory, and/or

returning your body or ashes to your home. your home territory.

Medical inconvenience

you your home territory, and these are covered under this section, we will also pay you your trip is disrupted if you are:

your accommodation on the advice of the treating doctor.

For each insured person we your home territory.

Holiday Disruption

youthan 24 hours we will pay your own non-recoverable unused personal travel and accommodation costs


if you are unable to recover these costs from the provider.

Emergency Medical and Associated Expenses

Special Conditions

You must phone the Medical Emergency Assistance helpline before youor illness means that you:

b. are told by the treating doctor that you

d. are told that you need to go into hospital as an in-patient.

yourwhere necessary:

c. medical advisors are consulted.

you cannot call before you are admitted as an in-patient because the condition is serious, you must contact the Medical Emergency Assistance Helpline as soon as possible after you go into hospital.

you are injured or fall ill during your trip, our Medical Emergency Assistance provider may move you from one hospital to another and/or arrange for you to return home at any time. They will only do this if they and the treating doctor you to be moved or returned home.

25

ExcessWe insured person’s claim for Emergency Treatment and Associated

excess

What is not covered

b. Any claim for a medical condition or undiagnosed symptom if any insured person has travelled against the advice of a doctor or purposely travels without medical advice when it was reasonable for them to have consulted a doctor.

c. Any claim for a medical condition or undiagnosed symptom which has not been disclosed to and accepted by us as required by the Medical Declaration on page 19.

d. Any claim for a medical condition or undiagnosed symptom which you were planning to get medical treatment for during your trip.

e. Any claim for:your home territory

home early that our Medical

related to the illness or injury youyour treating doctor and our

can reasonably wait until you return homeour Medical

your trip started, you you would need while youyou

you have returned home, or are repatriated to a UK hospital.f. Costs incurred following your decision not to move hospital or return to your home territory after the

date when it was deemed safe for you to do so by our Medical Emergency Assistance provider and your treating doctor.

g. Any claim for medical inconvenience benefit:your

insured person not being treated as an in-patient or confined to accommodation on medical

trip was office-based business travel.

medical treatment.i. Any claim for Holiday Disruption benefit where you are confined to accommodation or unable to

We will cover you if you suffer a serious accidental bodily injury during your trip which requires immediate and urgent medical attention and leads solely, directly and independently of any other cause to:a. yourb. loss of your

youe. your disablement for 2 years from the date you sustained the injury, which means that you are entirely

For each insured person we insured persons we

Special conditionsa. the death or disability must happen within one year of the accident.b. only one benefit will be paid under this section, regardless of the number of injuries sustained. c. any benefit will be paid to you or your you die, the benefit will be paid into your

estate.

What is not covered

b. Any claim resulting from:

you

Accidental death or permanent disability

26

Assistance Limited or such other company as we notify you of from time to time.

Legal expenses cover

trip, an incident causes the death or injury of an insured person which was not the insured person’s fault we

Our lawyer will assess the evidence and proceed on your you will recover damages.

a. the prospects of success are no longer in your

we will not pay further costs toward your legal claim.

Personal legal advice

We will give you confidential advice over the phone on any personal legal problem that may lead to a claim under this section.We will tell you what your legal rights are, what course of action is available to you and whether these can be best implemented by you or whether you need to consult with a lawyer.

Legal Expenses and Advice

Special Conditions

Contingency fees:For claims made in some countries you may have to enter into a contingency fee arrangement with the lawyer representing you. This means that the lawyer will receive an agreed percentage of any compensation which they receive for you.We will not pay any costs incurred by the lawyer relating to such an arrangement.

Choice of Lawyer:a. if court proceedings are issued within the UK you can choose your own

b. for proceedings outside the UK wec. we will appoint that lawyer subject to acceptance of our standard terms of appointment which are

d. subject to the other terms and conditions of this policy we

Our rights and your obligations:a. on request, your lawyer must provide us with information or opinion about yourb. you must co-operate fully with usc. you must notify us you don’t accept an offer which the

lawyer advises is reasonable wed. if successful, you must instruct your lawyer to attempt recovery of all costs relating to your case.

This cover will end if you:a. settle or withdraw your claim without our

c. dismiss a lawyer without our consent. We will not withhold consent without good reason.we incur costs that wouldn’t otherwise have been incurred, we reserve the right to

recover these from you.

You cannot transfer your rights under this policy.A person, partnership (whether limited or not) or company who is not insured under this policy has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of its terms.

What is not covered

b. Any claim which does not result from a specific incident.c. An application for judicial review.d. Claims made by anyone other than you enforcing their rights under this cover.

27

We will cover:Any money that you legally have to pay that relates to an accident during your trip which causes:

c. loss or damage to temporary holiday accommodation which is not owned by you.

We you in relation to the accident. You must obtain our

For each insured person we

Excess

excess applies to all claims arising from damage caused by you to your temporary holiday accommodation.

Personal Liability

What is not covered

1.

2.than awarding compensation) you have to pay.

3. Liability arising from:a. death or injury of members of your youb. loss or damage to property which belongs to you or is under: i. your ii. the control of a member of your

you.c. yourd. you owning or occupying any land or building, unless you are occupying temporary holiday

e. you owning or using:

f. You

Activity sections.

28

Delayed Baggage

your baggage is temporarily lost on the outward journey and you are without it for more than 12 hours we will pay for the replacement of essential items.

For each insured person, we

Baggage and Personal Money

We will cover you for loss, theft or accidental damage to your:a. Baggage, including valuablesb. Personal money.

For each insured person, we will pay up to:

personal money insured persons under the age of 16).

At our option, we will settle any claim by payment or replacement. We will pay claims for baggage and valuables based on their value at the time of loss. We will not pay the cost of replacing them with new items, and we will not pay more that the original purchase price of any lost or damaged items.

Emergency Travel Documents

your passport or visa is lost stolen or accidentally damaged whilst you are outside the UK, we will pay for:

if the loss prevents you from leaving the country you are in or continuing the trip.

you are unable to use your UK we will also pay towards the cost of additional travel you your trip) to allow you to return home.

For each insured person, the most we

Contact the Travel Assistant Helpline for advice on how to replace lost or stolen personal money, or how to obtain an Emergency Travel Document.

Special conditions

your baggage is lost or damaged by an authority, a transport company or hotel, you must report the details of the loss or damage to them in writing and request written confirmation.

your baggage is lost or damaged by an airline, you must:

you

you claim under this policy.c. You must report any loss or theft to the police as soon as reasonably possible following discovery, and

get a written report (where it is not possible to obtain a police report you must provide other independent proof of the loss or theft, such as a letter from your transport company, hotel, or resort management).

your claim if you cannot prove the value of, and that you were responsible for the lost,

you are claiming for damage we may you to send us

Delayed baggage:your baggage is temporarily lost in transit you must get written confirmation from the carrier of the

number of hours you were without your baggage.

Excess

We insured person’s claim for baggage or personal money. There is no excess for the Emergency Travel Document benefit.

Your Possessions

29

What is not covered

b. Loss, accidental damage or theft of personal money or valuables not carried in your hand baggage and fully accessible to you while you are travelling.

c. Loss or theft of personal money, baggage or valuables which you have deliberately left somewhere that is not in your you

d. Theft of personal money, baggage or valuablesunless there is visible evidence of forcible and violent entry.

e. Theft of personal money, baggage or valuables from an unattended motor vehicle unless they have been placed out of view.

f. Any personal money, baggage or valuables delayed, detained or confiscated by customs or other officials.

g. Wear and tear, loss of value or damage caused by moths and/or vermin, or any process of cleaning, repairing or restoring.

under personal money).

Baggage and personal money:a. Pedal cycles, contact lenses, and hearing aids, medical and dental fittings or antiques, furs or telescopes.b. Scuba diving, fishing or winter sports equipment.

porcelain, ceramics, pottery, ornaments or similar fragile articles.d. Loss, accidental damage or theft of items used in connection with your job, which are not owned by you.

f. Loss or theft of travellers’ cheques where the issuer provides replacements or where you have not complied with the issuer’s instructions.

Emergency travel documents:insured person who could travel

without you but decides to stay with you.

30

Wea. you are prevented from reaching your destination as a result of the transport on which you are travelling

b. you are hospitalised and receiving in-patient treatment following a mugging.

For each insured person, the most we

This section only operates if you have booked your accommodation independently and directly with the accommodation provider.

We will pay for additional accommodation and transport costs to allow you to continue your trip if you are forced to move from yourevents occurring during your trip:

g. severe/adverse weather.


Special conditions

you were we will pay up to the cost of the

original accommodation, less any refunds that you obtain.b. We will only pay your accommodation costs if you provide written confirmation from the provider of the

accommodation and/or the local or national authorities that you were forced to leave your independently

c. You you are forced to move from your

you decide to return home early, please see the special conditions on page 21.

What is not covered

c. Any claim where the catastrophe, as described above, had already occurred when you opened First Directory or the trip

d. Any claim where the provider of the accommodation and/or the local or national authorities did not deem it necessary for you to leave your prepaid accommodation.

What is not covered

b. Any claim where youc. Any claim where you do not report the mugging to the police as soon as reasonably possible.

Hijack & Mugging

Catastrophe cover

31

your cat or dog suffers an injury whilst being cared for by a friend, relative, professional pet UK whilst you are on your trip and the injury requires in-patient veterinary

treatment, we

Winter Sport Equipment

We will cover you for loss, theft or accidental damage to winter sports equipment which is owned or hired by you.

you have a valid claim under this section we will also pay for you to hire replacement equipment for the duration of your trip.

We will also cover the cost of a replacement lift pass if it is lost or stolen.

For each insured person, we will pay up to:winter sports equipment

At our option, we will settle any claim by payment or replacement. We will pay claims for winter sports equipment based on their value at the time of loss. We will not pay the cost of replacing them with new items, and we will not pay more that the original purchase price of any lost or damaged items.

Delay due to avalanche

We your arrival at, or


Piste Closure

We will pay you a daily benefit if all pistes at yoursnow or high winds.

For each insured person we

Medical Inconvenience

you we will pay a daily benefit for each day you are prevented from doing so.

We will also pay a benefit for the proportionate cost of your

For each insured person, the most we will pay is:

Excess

We winter sports equipment.

What is not covered

b. Any claim if you do not have written confirmation from the vet giving details of the injury and the number of days that your cat or dog has been an in-patient.

Pet Care

Winter Sports

Cover under this section only applies for a total of 31 days in any calendar year

32

Special conditions

Winter sports equipment:your winter sports equipment is lost or damaged by an authority, a transport company or hotel,

you must report the details of the loss or damage to them in writing and request written confirmation.your winter sports equipment is lost or damaged by an airline, you must:

you

you claim under this policy.c. You must report any loss or theft to the police as soon as reasonably possible following discovery,

and get a written report (where it is not possible to obtain a police report you must provide other independent proof of the loss or theft, such as a letter from your transport company, hotel, or resort management).

Piste closure:You must provide evidence from your tour operator or resort management that all pistes were closed, and how long they were closed for.

What is not covered

Winter sports equipment:a. Deliberate or malicious damage caused by the insured person.b. Loss or damage to winter sports equipment caused by the insured persons carelessness or

neglect.c. Theft from motor vehicles.d. Winter sports equipment which is damaged while being used.e. Wear and tear, loss of value and damaged caused by moths or vermin, or any process of cleaning,

repairing or restoring.

Medical inconvenience:a. Any claim for medical inconvenience:

insured person has travelled against the advice of their doctor, or purposely travel without medical advice when it was reasonable for them to have done so.

accepted by us. Please refer to the Medical Declaration for details of when you need to tell us about medical conditions.

33

YouLeisure Activity Limitations (applicable where shown)

No cover for Accidental Death

or Permanent Disability

No cover for Personal Liability


operator

Other

Abseiling Must be under supervision of a qualified instructor

Aerobics

Archery Must be under supervision of a qualified instructor

Artificial Wall Climbing

Badminton

Banana boating/Ringos

X

Baseball

Body boarding X

Bowls/Petanque


Bungee jumping Must be under supervision of a qualified instructor

Camel or Elephant rides

Canoeingintermediate white water only)

Canopy/Treetop X X

Cave/River Tubing Must be accompanied by a qualified guide

Clay-pigeon or small bore shooting

X

Coasteering Must be accompanied by a qualified guide

Your Activities

What is not covered1. There is no cover at all for any injury or death if, during your trip, you

activity based holiday or winter sports activity:

b. either as a professional or where you

ii. any organised team competition or tournament.d. if you suffer from a medical condition which would normally prohibit you from participating in that

e. where you have failed to follow all safety guidelines and use the necessary safety equipment.

2. if you have to cancel your trip or come home early, there is no cover for:a. any course or tuition fees, project costs or sponsorship fees or similar (other than your pre-paid

b. cancellation of a pre-paid leisure activity or any activity based holiday by the organiser of that activity.

3. There is no cover where the main purpose of your tripshown as an activity based holiday on page 36.

4. There is no cover for any sports equipment which is damaged whilst being used.

34

Leisure Activity Limitations (applicable where shown)No cover for

Accidental Death or Permanent

Disability



operator

Other

Croquet

Curling

Cycling

Dinghy sailing Xlimit of the coastline or on inland waters

Dodgeball

Fencing

Fishing

Football

X X X Passenger only

X

Handball

Horse riding or No hunting, jumping or polo

Hot air ballooning X Passenger only

X Passenger only

X X

No marathons or competitive running

intermediate white water only)

Microlighting X X X Passenger only

Motorcycling up to X

moderate) trails only (or the equivalent international grade used in the country you are in) No free-riding, four-cross, dirt jumping or trials

Netball

Paintball

Parascending X Over water only

Racquetball

Rafting – White & Xintermediate water only)

Roller blading or

Rounders

Rowing

35

Leisure Activity Limitations (applicable where shown)No cover for

Accidental Death or Permanent

Disability



operator

Other

Safari only. No horse riding safaris

Sail boarding X

X

Scuba diving to a depth of 30 metres

X X X tripMust be accompanied by a qualified scuba diving instructor or dive master at all timesNo professional, commercial or technical diving including, but not limited to, tutor diving, ice

or cavern diving or solo divingNo air travel within 24 hours of completing a dive


Segway X X

X

helicopter ridesX Passenger only

Softball

Squash

X

Swimming

Swimming with Dolphins

X

Table Tennis

X X X

Ten pin bowling

Tennis

Trampolining

Tug of war

Volleyball

X

Water polo

X

Wind surfing X

Yachting X No racing and within a 12 mile limit of the coastline or inland waters. No cover if using your own vessel.

Yoga

Zip lining X

Zorbing or Sphering X

36

Activity Based Holidays

You are covered for the following activity based holidays, subject to any limitation shown below.

Important note: See ‘Your Activities, What is not covered’ on page 33.

Activity based holiday

Limitations (applicable where shown)


section


operator/tour operator

Other

Charity or XOn behalf of and organised through a registered charity or conservation organisationThe trip is no longer than 31 days

Cycle Touring

Fishing

Flotilla Sailing X Xand no racing. No cover if using your own vessel.

X Accompanied by qualified guides

Narrow boat/Canal cruising

X

Safari

Tennis

Yoga

37

Winter Sports Activities

Yousubject to any limitation shown below.

Important note: See ‘Your Activities, What is not covered’ on page 33.

Winter Sports Activity Limitations (applicable where shown)

On recognised paths only

Dog sledding

Accompanied by a qualified guide at all times

Accompanied by a qualified guide at all times and only in areas that resort management consider to be safe

On recognised pistes only

Sledging

Sleigh rides

Snow mobiling No cover under the Personal Liability section. On recognised paths only

Snow shoeing

38

Complaints procedure

Our Promise of Service

Our our customers but we recognise that things go wrong occasionally. We we receive seriously and aim to resolve all our customers’ problems promptly. To ensure that we you we welcome your We will record and analyse your we continually improve the service we offer.

What will happen if you complain?

We your complaint promptlyWe

Most of ourwe will contact you

What to do if you are unhappy

you are unhappy with any aspect of the handling of your claim we would encourage you, in the first

first directyour complaint is regarding anything else please contact:

you are unhappy with the outcome of your complaint you may refer the matter to:

0800 023 4567 (free from landlines and mobiles)

Whilst we are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure does not affect your

first direct

Financial Conduct Authority, the Prudential Regulation Authority, the Financial Ombudsman Service or the Financial Services Compensation Scheme. Local regulations apply.

Compensation

We are members of the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from this scheme if we cannot meet our obligations, depending on the type of insurance and the circumstances of your claim. Further information about the scheme is available from the FSCS website

Further information about this policy

first direct may from time to time use a different insurer(s) to provide you with this product. A change of

first direct will notify you prior to any change of insurer(s) and advise you of any change in the policy terms. You will have the opportunity to terminate First Directory both before and after such a change becomes effective.

first direct is a division of HSBC Bank plc.

Registered in Scotland No. 2116

Registered Office: Pitheavlis, Perth, Scotland PH2 0NH.

Authorised by the Prudential Regulation Authority and regulated by the

Financial Conduct Authority and the Prudential Regulation Authority.

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