Travel Insurance FAQs

We pride ourselves on being there for our customers and keeping them safe. We know that buying travel insurance can be overwhelming and confusing. That’s why we’ve tried to clear up as much as possible and answer the most important questions below.

These questions relate only to the Allianz Assistance branded single trip, backpacker and annual multi-trip policies available on this website. For information on other policies underwritten by AWP P&C SA and administered by Allianz Assistance or sold through our partners please refer to your policy wording for the customer service contact details.

The advice below was last updated on 02/03/2022. To the best of our knowledge this information is correct at the time of writing

Please note that the questions below are there to help with general questions about travel insurance and the products we offer. If you'd like to read some more specific advice relating to Brexit or Covid-19 you can visit our Brexit and Covid-19 FAQ pages for more information.

Current Ukraine situation

Our travel insurance policies require our customers to follow the Foreign Commonwealth & Development Office ( FCDO ) travel advice. There are three levels of FCDO advice:

• no advice against travel;

• advice against all but essential travel; and

• advice against all travel.

Cover is valid when there is no FCDO advice against travel. Consideration will be given for 'Essential Travel' so long as evidence can be provided in the event of a claim to support that the nature of the trip made travel essential. There is no cover provided for travel to any destination the FCDO have advised against all travel to, regardless of the reason for the trip.

The FCDO travel advice changed on 11 February 2022 to ‘against all’ travel to Ukraine and advice for British travellers was to leave Ukraine immediately, if safe to do so.

You should regularly monitor the FCDO travel advice, particularly if visiting countries in and around this region.

General exclusions to our policy

Allianz Assistance travel insurance policies exclude any claim arising from:

1 War, invasion, hostilities (whether war is declared or not), civil war, civil commotion, rebellion, revolution, uprising, military force, terrorism (except for claims made under section 2 ‘Emergency medical and associated expenses’ and section 7 ‘Personal accident’) or weapons of mass destruction.

As the FCDO have advised against all travel to Ukraine, we will not consider claims related to travel to this destination while the FCDO travel advice is in force.

If you’re needing to make a claim for the cancellation of a trip to Ukraine booked before 11 February 2022, please be advised that the policy does not provide cover for cancelling or cutting short a trip as a result of changes in FCDO travel advice. This is in addition to the above exclusion. We would instead advise the following:

• You should speak to your travel provider in the first instance to see if a trip amendment, postponement or refund is possible (if they offer you a voucher, you may have a right to decline this and continue to insist on a cash refund instead).

• If your travel provider does not give you a refund and you paid for your trip on a debit, credit or charge card, you can try and claim a full cash refund from your card issuer within 120 days of the trip start date.

• If you paid for your trip using PayPal within the last 180 days, you may be entitled to make a claim under their Buyer Protection service.

If you have any questions regarding your travel insurance please contact our Services Team by email: [email protected] phone: 020 8603 9653 or writing to: Allianz Assistance Travel insurance, 102 George Street, Croydon, CR9 6HD.

What is travel insurance?

1. What is travel insurance?

Travel insurance is an arrangement by which an insurer agrees to provide a guarantee of compensation for specified loss, damage, illness or death in return for payment of a premium. Whilst travel insurance policies can’t cover every eventuality, it can help protect against certain risks for an agreed and affordable premium.
It is also important to understand that travel insurance is only there to protect you against losses you can’t recover from anywhere else. If your trip needs to be moved or cancelled, you should always ask your airline/tour provider for reimbursement before making a claim on your travel insurance policy. In most cases, your airline/tour operator will be responsible for refunding the value of the original trip; if they are responsible for the cancellation or changes instead of you requesting it, their trading regulations will often require them to provide a refund.

2. What does travel insurance cover?

At Allianz Assistance, we offer a level of insurance that’s appropriate for most travellers. Different policies provide varying levels of cover, therefore it’s important that you read your policy documents carefully and understand exactly what you’re covered for before you travel. If there’s anything in the policy documents that you’re not sure about, please get in touch – we’ll be happy to help.

Our Single Trip, Annual and Backpacker policies all suit different needs. Plus, we offer three different levels of cover - Bronze, Silver and Gold - so you can choose the cover with the claim limits that meet your needs. Depending on which policy and level of cover you choose, you’ll be have protection for:

Cancelling or cutting short your trip
Emergency medical and associated expenses
Loss of passport*
Delayed personal possessions
Lost, stolen or damaged personal possessions*
Loss of money*
Personal accident cover
Missed departures
Delayed departures
Personal liability
Legal expenses
End-supplier failure**
*Not available with Bronze level cover
**Only available with Gold level cover
Terms and conditions apply.

3. Are there any exclusions?

Yes – some exclusions and conditions are specific to individual sections and general exclusions and conditions apply to all of our travel insurance policies. There’s also a health declaration with health exclusions that apply to the emergency medical expenses, cancellation, curtailment and personal accident sections of cover. When you buy a travel insurance policy, you should always read your policy document carefully to make sure that you understand what you’re covered for. You can cancel the policy within the given cancellation period, providing you haven’t travelled and are not making a claim, if you decide that the policy isn’t suitable for you.

4. How much is travel insurance?

Your travel insurance quote will vary depending on:

The type of policy you choose
The duration of your trip
Where you’re travelling to
Your age
The number of people travelling (a single or a group policy)
Whether any additional options are required

You should also be aware that any pre-existing medical conditions can affect the eligibility for policies.

At Allianz Assistance, we offer three different levels of cover: Bronze, Silver and Gold. To get a travel insurance quote, simply click ‘Get a Quote.’ Then, select your policy type, enter your dates of travel, destination information and passenger details.

You’ll be able to see exactly what’s included as part of your travel insurance quote, and you can compare our Bronze, Silver and Gold level policies with our handy table, so it’s easy to see which is best for you.

5. When should I buy travel insurance?

You should buy travel insurance as soon as possible after you’ve booked your trip. Remember that your travel insurance covers you for incidents that happen before you travel, as well as things that occur during your holiday. With cancellation cover, you’ll be reimbursed if you can’t travel due to sickness, for example. Your cover starts as soon as you buy your policy, and we’ll pay up to the amount shown in your policy documents for unused accommodation, transport, excursions and other travel expenses you have paid or will have to pay, and that you cannot recover from anywhere else.

Terms and conditions apply.

6. What does the word 'excess' mean in a travel insurance policy?

When you get a travel insurance quote, you’ll notice our policies come with an ‘excess’. This is the amount you agree to pay when you make a claim under certain sections of your policy. Once your excess has been paid as part of the claim, we’ll pay the remaining expenses up to the limit of your cover. It is important to be aware that the excess on our travel insurance policies applies per person, per claim and per section, so more than one excess may apply when you claim.

7. Is my passport covered by my travel insurance?

Most of our policies include cover against the loss, theft or destruction of your passport whilst on your trip. To claim, you must have an official letter from the consulate you reported the loss to.

Cover includes costs up to the amount shown in your schedule for extra transport, accommodation and administration costs you have to pay to get a temporary passport so you can return home. It also includes the remaining value of the original passport that is lost, stolen or destroyed (based on current standard replacement costs).

Exclusions and conditions apply so make sure you read your policy documents carefully.

8. Does travel insurance cover me for loss of cash?

Most of our policies include cover for personal money and have a sub-limit for the amount of cover for cash. This cash limit applies even if you were looking after more than one person’s money when it was stolen. There is a summary of cover provided during the quote process and also full details in the policy wording.

9. Is my baggage covered by my travel insurance?

Your baggage is covered in the ‘personal possessions’ section of your travel insurance policy. Most of our policies include cover against loss, theft or damage to personal possessions up to a specified limit, as stated in your summary of cover. Some policies also include cover against delayed arrival of your personal possessions on your outbound journey.

However, some policies do not include personal possessions cover, and in all cases, conditions and exclusions apply including limitations on certain types of items. Please read your policy document thoroughly to make sure that your needs are met by the cover level you’ve chosen.

What type of travel insurance do I need?

1. Should I buy a single trip or annual multi-trip travel insurance policy?

Depending on how often you travel, you should decide between taking out a single trip or annual multi-trip travel insurance policy. A single trip policy is the best form of cover if you only plan on going away once in the near future. But if you’re thinking of going away twice or more in a year, it may be worth choosing an annual multi-trip travel insurance policy. You’ll need insurance each time you go away, and it can be cheaper and less time consuming to take out one annual multi-trip policy, rather than multiple single trip policies.

2. Can I buy a single trip policy for multiple destinations?

When you take out single trip travel insurance, you can travel to multiple destinations, as long as your trip does not last longer than 180 days. Whether you’re looking for single trip worldwide travel insurance or single trip travel insurance for multiple countries in Europe, we have cover options for you. You can tailor our policies to suit your plans by selecting just the countries you are travelling to.

Please note that you will not be covered if you travel to a country or region that the Foreign, Commonwealth and Development Office has advised against all or all but essential travel.

3. How does annual travel insurance work?

Jet-off whenever you like with an annual multi-trip travel insurance policy, because it allows cover for an unlimited number of trips that each last up to a maximum of 31 days (over a 12-month period). There’s no obligation to tell us when you’re going away either, so you can pack your bags knowing you’re already covered.

You can choose the area of cover that’s most suitable for your travel plans, from Europe-only to worldwide. You can also choose a level of cover that suits you: Bronze, Silver or Gold.

4. How much is annual travel insurance?

If you’re planning more than one holiday this year, you can save money by taking out one annual travel insurance policy, rather than buying multiple single trip policies. Our yearly travel insurance will save you time too, because you’ll have cover in place all year – no matter how many holidays you take.

Our Bronze, Silver and Gold levels of cover allow you to choose an option to suit your needs. Once you’ve found the right policy, you can either be covered straightaway or – if you don’t need your cancellation cover to start immediately – you can defer your start date by up to 31 days. Get a quote today to see exactly how much your policy will cost.

5. What is backpacker travel insurance?

If you’re under 50 and planning a longer trip, such as a gap year abroad, you may want to consider taking out a backpacker travel insurance policy with us. Our backpacker insurance can last for a full 365-day period and also covers non-manual work, including professional, administrative and clerical duties (although claims under the personal liability section will be excluded). Our Backpacker insurance policies can protect you all over the world, as long as you don’t travel against FCDO advice. You can select just the countries you're travelling to, which will help make sure you only pay for the cover you need.

6. Do I need additional cover for activities for different holiday types?

Many sports and leisure activities are covered on our standard travel insurance policies at no additional premium. If you’re heading away and planning to take part in a sport or leisure activity that you can’t see on our list, we may still be able to cover you. Please phone us on 020 8603 9653 to check if you’ll be covered under your chosen travel insurance policy. If you’re planning to take part in winter sports like skiing, snowboarding or tobogganing, you won’t be covered by our standard travel insurance and will need to consider the additional protection that’s provided by our Winter Sports and Ski cover. This will not only help protect you while you take part in these activities, but also provide cover against risks that are unique to this type of activity, such as avalanche closures, unused ski-pack costs if you need to cancel or cut short your trip, delayed or damaged ski equipment and piste closures.

7. Do I need to buy travel insurance for European trips?

If you’re heading on holiday to Europe, travel insurance is still important. While some reciprocal health arrangements are still in place following the end of the Brexit Transition period on 31st December 2020, these have changed slightly and not all medical costs are covered. The new Global Health Insurance Card (GHIC) scheme entitles you to some state-provided healthcare and medical treatment within European Union countries, but won’t cover you for every scenario, such as flight cancellations, stolen belongings or private medical treatment. You can also visit our Brexit FAQ for more information.

We offer holiday insurance that specifically covers you for European travel and also comes with cover for lots of sports and activities, such as mountain biking and jet-skiing. Unlike some insurers, our European travel insurance even includes some destinations outside mainland Europe like Turkey and Morocco. So, if you choose to buy a policy with us, please take a look at your policy confirmation email to check your area of cover.

8. Can I buy worldwide travel insurance?

Our ‘Worldwide (including USA and Canada)’ cover takes into account the higher cost of medical treatment in North America. In the United States and Canada, the cost of healthcare can be incredibly expensive. This is because there’s no equivalent of the NHS, and most residents have private health insurance. As a result, if you’re booking travel insurance for North America, your premium is likely to be higher.

If you choose ‘Worldwide (excluding USA and Canada)’, you’re protected for worldwide travel as long as you’re not visiting America and Canada. If you’re travelling worldwide but you’re not planning on visiting America or Canada, you may find that our worldwide travel insurance excluding USA and Canada offers you a lower premium.

9. Do you sell travel insurance for students?

We don’t currently provide a travel insurance product specifically for students, however you may find one of our policies meets your needs.

We are continually looking at how we can improve our customer offering so we may introduce travel insurance designed for students in the future. Keep checking our website for updates!

10. Do you sell travel insurance for seniors?

Whilst we don’t currently sell a travel insurance product specifically for seniors, both our single trip policy is available to those aged 80 or under and our and annual multi-trip travel insurance policy is available to those aged 65 or under.

If you’re over the maximum ages for these policies there’s no need to panic. You may still find a specialist insurer who can handle your seniors travel insurance policy.

We suggest you contact:

The British Insurance Brokers Association: Tel: 0870 950 1790 (Lines open 9am - 5pm, Monday to Friday).

11. Do you offer travel insurance for business travel?

Yes! With our business travel insurance, you can choose between a single trip or annual multi-trip policy. We also have two levels of cover: silver and gold. Whichever level of cover you choose, our single trip and annual policies include business equipment cover, so you may not need to take out separate laptop travel insurance. We also provide cover to send a replacement business associate to complete your itinerary if you have to cut your journey short. For more information, visit our Business Travel Insurance page.

12. Can I include my family on my travel insurance policy?

Yes – we want to help you save money, minimise stress and give you the right support and advice when you need it most. By placing each family member on the same family travel insurance policy, you don’t need to worry about buying individual policies for each family member. And because we offer special rates for families, you’ll usually make some savings too.

As long as your child is aged 17 or under at the time of purchase, they'll be considered to be a child for the purposes of buying your travel insurance policy.

13. Does family travel insurance cover individuals travelling alone?

With our annual family travel insurance policies, each adult can travel independently and still be covered by the policy. Child independent travel is only covered if the child is travelling with at least one adult aged 18 or over and with the full knowledge and consent of an insured parent/guardian.

14. Can I buy travel insurance for a non-family group?

Sure! If you take out group travel insurance, every member of your travelling party is insured under the same policy. With our travel insurance for groups, there’s no need for policy members to be related, and you can include your travelling party on one policy. Find out more information on our group travel insurance policies.

15. Can I include my significant other on my travel insurance policy?

Yes, you can buy a couples policy together and benefit from our couples discount. To qualify for couples travel insurance, you’ll need to book your trip together and travel together. Find out more information on couples travel insurance.

Am I eligible to buy travel insurance from you?

1. I have a pre-existing medical condition, can I still take out a travel insurance policy?

From 5th May 2021 we are temporarily unable to offer travel insurance policies to cover people’s pre-existing medical conditions. This is only for the short term, while we make improvements to our online booking process. Please keep an eye on the Allianz Assistance website in the future so you are aware when we are able to offer this additional cover again. If you already have a policy with us and declared a pre-existing medical condition at the time of purchase, your cover won’t be impacted throughout this process and will be valid in line with the terms and conditions specified in your policy document.

In the interim you may be able to obtain an alternative travel insurance policy to cover pre-existing medical conditions by contacting one of our providers featured in the MoneyHelper directory of specialist travel insurance providers for people with serious medical conditions. Do take time to study and compare the terms and conditions to ensure you have the cover you need. To contact MoneyHelper for further details of the directory

Call: 0800 138 7777 (lines are open Monday to Friday, 8am to 6pm or

Email: [email protected]

2. Can I buy a travel insurance policy if I’m not a UK resident?

No, our travel insurance policies only cover you if your main home is in the UK (including the Channel Islands and Isle of Man), you are registered with a doctor within the UK (including the Channel Islands and Isle of Man) and have not spent more than six months abroad in the last 12 months.

3. I’m originally from the UK but live abroad as an expat, can I buy a travel insurance policy?

Whilst we are always looking at ways we can improve our offering to our customers, at Allianz Assistance we do not currently provide a travel insurance product for British Expats abroad.

However, our sister company Allianz Care might be able to help. You can get further information on our page Travel Insurance for Non-UK residents or take a look at Allianz Care website for further information.

4. Do any of your travel insurance policies have an age limit?

Yes, we do have an age limit on our policies. Our Single Trip policy is only available to persons aged 80 or under and our Annual Multi-Trip policy is only available to persons aged 65 years or under.

Our Backpacker policy is only available to people aged 50 years or under.

If you’re older than the maximum age limit and therefore unable to buy from us, you may be able to obtain an alternative travel insurance policy from another provider.

We suggest you get in touch with the following for a quote:

The British Insurance Brokers Association Tel: 0870 950 1790 (Lines open 9am – 5pm, Monday to Friday).

5. Can I buy a travel insurance policy if I’ve already started my journey?

No, you must purchase your travel insurance policy before you travel. Your policy will not be valid if you have already left to go on your trip.

6. I’m only booking a one-way ticket to my destination, can I buy a travel insurance policy?

No, we only provide travel insurance policies to UK residents with a confirmed return journey to the UK.

7. Does it matter who I book my travel arrangements through?

No. It doesn’t matter who you book your trip with, an Allianz Assistance travel insurance policy can be purchased independently.

What happens when I buy a travel insurance policy?

1. Who do I contact if I have any questions?

If you have any questions about your policy or cover, get in touch with our Customer Services Department who are available to answer any of your queries.

We are contactable between the hours of 9am – 5pm, Monday to Friday.

Call us on: 0371 200 0428

Email us at: [email protected]

*Please note: We are unable to give you any advice on whether this product is suitable for your needs.

2. What methods of payment do you accept?

You can purchase one of our policies either online or over the phone.

We accept Visa and MasterCard Debit and Credit Cards, and AMEX.

3. How do I know that buying my travel insurance policy online is secure?

At Allianz Assistance, we understand the importance of security when making online purchases. That’s why we use a secure payment that makes the credit/debit card transaction directly and securely with the bank. We do not see, record or store your card details in any form, and they are used only to get approval or decline from the banking institution.

4. How do I get my policy documents?

At Allianz Assistance, we send all of your policy documentation to you online, so we don’t send any policy documents in the post.

When you buy a policy, we will send you an email confirmation outlining the cover you have purchased along with the policy wording and the IPID as an attachment for you to be able to save and print accordingly.

Having your policy documentation on your person when you travel isn’t essential, but it is useful in the event that something unexpected happens that you need to claim on. You can carry your policy documentation in paper (through printing at home) or electronic form (in an email).

5. What if I change my mind after I buy my travel insurance policy?

If for any reason your cover does not meet your requirements and you wish to cancel your policy, please contact us within 14 days* of the purchase date for a full refund of your premium. Refunds will not be provided if you have already travelled or have made a claim on your policy.

*If you’ve come into financial difficulty since buying your policy as a result of the Coronavirus crisis, we might be able to offer flexibility on the 14-day cancellation period, as long as you haven’t already used or claimed on your policy. Please get in touch with us directly to discuss your options.

You can get in touch with us by:

Phone: 020 8603 9653, our lines are open from 9am – 5pm, Monday to Friday.

Email: [email protected]

Write to: Allianz Assistance, 102 George Street, Croydon, CR9 6HD

6. Can I make changes to my travel insurance policy or increase my level of cover?

Yes, if you decide that your travel insurance policy doesn’t meet your specific needs or that you want to increase your level of cover, you can make changes on your policy if you haven’t already made a claim.

Contact our Customer Services team today to discuss our options of cover and to change/increase your travel insurance today. Please note that you may have to pay an extra premium.

7. When does my cover begin and end?

When you travel, it is important to know the details of your policy, in case something happens that requires you to make a claim.

For Single Trip and Backpacker cover, cancellation cover begins from the date your policy was issued. This date is shown on the email confirmation that you received when buying the policy.

All other aspects of your cover begin on the specified start date of your trip and finish when you return to the UK or on the expiry date of the policy, whichever is earlier.

For Annual Multi-Trip cover, cancellation cover begins either on the start date shown on your insurance confirmation email, or the date you booked your trip, whichever is later. Cancellation cover then ends at the beginning of your trip.

All other aspects of cover begin on the day you start your journey, and end on the final day of your journey.

If you cannot finish your trip as planned due to a reason covered by your policy, such as injury, illness or delays to public transport systems, cover on the policy will automatically extend until you are able to finish the trip. Otherwise all cover ends at the expiry date shown on the email confirmation you received when buying the policy.

8. What is the maximum trip length?

Depending on how long you plan to be away for either our Single Trip, Annual Multi-Trip or Backpacker policies may be more suitable for your cover.

Single Trip cover can be purchased for trips of up to 180 days.

Annual Multi-Trip covers you for multiple trips throughout the year, but no one trip within this period can exceed 31 days in duration.

Our Backpacker policy can be purchased to cover trips of up to 180 days, but you can only purchase this policy if you are under the age of 50.

9. I have an annual multi-trip policy, do I need to let you know every time I travel?

No, there is no need to let us know every time you travel with this policy.

However, if you have any questions or want to know more about your travel insurance or what you are covered for, do not hesitate to contact us.

10. Does my annual-multi trip policy cover trips within the UK?

Yes! Your holidays of more than 2 nights within the UK and Channel Islands will be covered under your Annual Multi-Trip policy.

However, some terms and conditions do apply:

You must have your transport and accommodation booked in advance.
Your trip must be more than 25 miles from your home (unless it involves a sea crossing).

What if I need to make a claim?

1. Who do I contact to make a claim?

If you need to make a claim on your travel insurance policy, you can either complete a claims form online or write to us.

To complete the claim online, please use our File a Claim page and be sure to read and check all of the information carefully. Once submitted you will be able to track the progress of your claim and upload any additional information we may need.

Call us on 020 8603 9958 (between 9am and 5pm, Monday to Friday)

2. Who do I contact in the event of a medical emergency?

Should something happen that involves a medical emergency whilst you are away, our medical emergency team is available 24 hours a day to help.

You can reach them by calling 020 8686 1666 or email them at [email protected]

In a life or death situation, call the emergency services in the country you are visiting. For example, 112 within the European Union or 911 in the USA. Before you travel, look on the GOV.UK website for more information about local authorities and who to call should you find yourself in an emergency situation. Please visit the Foreign, Commonwealth and Development Office (FCDO) site for travel advice.

3. How am I going to remember all of these contact numbers?

We have made this easy for you! All the contact numbers that you might need are listed on the first page of your policy document.

You can also find all of our contact details by clicking the ‘Contact Us’ tab on our website.

4. Do I need to pay an excess if I make a claim?

There is an excess payment for some sections of your travel insurance policy. This means that you will be responsible for the first part of your claim for each insured person making a claim.

This excess payment varies according to the policy and level of cover you have purchased. You will find full details in your policy wording.

5. Can I claim even if I don’t have receipts for my personal possessions?

Yes, we will still consider claims without receipts. However, please be aware that you will still be asked to provide alternative proof of ownership for the lost or stolen items.

We completely understand that you may not have kept receipts for each and every item that you took on holiday with you, but we do expect you to be able to provide some evidence of ownership for most things you are claiming on, particularly expensive items.

Some forms of evidence you can provide include photographic evidence in conjunction with

Warranty cards
Manuals
Receipts
Bank or credit card statements

6. What if I made a mistake in the information I gave you, or if my information has changed?

It is crucial that all the information you provide us with us up to date and accurate to the best of your knowledge. Ultimately, it is your responsibility to ensure the information you have given us is correct and to let us know if your circumstances have changed in a way that would affect your travel insurance policy.

If you provide us with incorrect information, it could invalidate your insurance claim and result in us declining to pay a claim. You can change and update your information with us free of charge, but certain changes to circumstances may affect your policy premium.

If you have any questions about your circumstances or want to update or change any information you gave us, get in touch with us today.