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 22/12/2020. To the best of our knowledge this information is correct at the time of writing.
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:
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.
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 document carefully.
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.
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.
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.
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.
If you’re heading on holiday to Europe, travel insurance is still important. While the arrangment remains in place, the European Health Insurance Card (EHIC) gives you some basic medical cover, but in a medical emergency you may have no control over the hospital you are taken to and the closest hospital may be private. Some of the things the EHIC card does not cover you for include:
If you fall ill and need to pay for any medical care whilst you’re away, it could cost you thousands of pounds. But travel insurance will help cover these costs.
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 take out a travel insurance policy with us, you can get a telephone or video consultation with a UK GP, wherever you are and whatever the time. For more information click here.
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 either: Free Spirit Travel Insurance; Tel: 0800 170 7704 (Lines open 8.00am - 6.00pm, Monday to Friday). For an exclusive discount, use quote code: B2C1000, or, The British Insurance Brokers Association: Tel: 0870 950 1790 (Lines open 9am - 5pm, Monday to Friday).
From 24th November 2020 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. Policies purchased before 24th November 2020 aren’t affected and your cover won’t change.
In the interim you may be able to obtain an alternative travel insurance policy to cover pre-existing medical conditions by contacting our partner Free Spirit.
Visit: the Free Spirit website or
Call: 0800 170 7704 and quote MAG10000 (Lines are open 8am to 6pm Monday to Friday).
Free Spirit are featured in the Money and Pensions Service (MaPS) 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 the Money Advice Service for further details of the directory
Call: 0800 138 7777 (lines are open Monday to Friday, 8am to 6pm or
Email: traveldirectory@maps.org.uk
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.
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.
Although we at Allianz Assistance won’t be able to provide you with cover, you may be able to obtain an alternative travel insurance policy from another provider.
We suggest you get in touch with either of the following companies for a quote:
Free Spirit Travel Insurance; Tel: 0800 170 7704 (Lines open 8.00am – 6.00pm, Monday to Friday). For an exclusive discount, use code: B2C1000.
The British Insurance Brokers Association; Tel: 0870 950 1790 (Lines open 9.00am – 5.00pm, Monday to Friday).
Many sports and leisure activities are covered on our standard travel insurance policies at no additional premium. From 24th November 2020 we will not be able to provide cover while you take art in riskier Category 2 and Category 3 sports and leisure activities like kite surfing or rugby. 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 these additional covers again. Policies purchased before the 24th November 2002 aren't affected and your cover won't change.
To find out more about the sports and leisure activities we cover, check our list of covered activities. 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 find out.
From 24th November 2020 we will temporarily be unable to offer travel insurance policies to cover Car Hire Excess. 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 these additional covers again. Policies purchased before the 24th November 2002 aren't affected and your cover won't change.
Our travel insurance policies do not provide cover under the personal liability section for any injury or damage you may be responsible fo relating to your hire car. You should take out this cover with your car rental company. Whilst your rental agreement may include some insurance for theft and third party liability, it is likely you will still be at risk of a large excess payment in the event of theft or accidental damage to the vehicle. This means you will be required to cover some of the costs yourself and, depending on your rental agreement, the excess can range from £200 to £2,000. When the website updates are complete, we hope to be able to provide you with the protection of our Car Hire Excess insurance product once again.
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 family travel insurance excluding USA and Canada offers you a lower premium.
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: insurance@allianz-assistance.co.uk
*Please note: We are unable to give you any advice on whether this product is suitable for your needs.
You can purchase one of our policies either online or over the phone.
We accept Visa Debit, Credit Cards,MasterCard and AMEX.
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).
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: insurance@allianz-assistance.co.uk
Write to: Allianz Assistance, 102 George Street, Croydon, CR9 6HD
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.
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.
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.
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.
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:
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.
Call us on 020 8603 9958 (between 9am and 5pm, Monday to Friday)
E-mail us at travel.claims@allianz-assistance.co.uk
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 medical@allianz-assistance.co.uk
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 th Foreign, Commonwealth and Development Office site for travel advice.
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.
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.
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
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.