AIG Travel POLICY WORDING

Transcription

1 AIG Europe Limited (AEL) is undertaking a restructure as part of its plans for the UK leaving the European Union and intends to transfer its UK insurance business to American International Group UK Limited (AIG UK) which is expected to take effect on 1 December AIG UK is a member of the same group of companies as AEL. As a result of the restructure, your policy will transfer to AIG UK but this will have no effect on the cover provided under the policy. Please visit to view information relating to the proposed transfer and the rights you have. AIG Travel POLICY WORDING What to do if you need assistance: Please Contact: The Assistance Manager AIG Travel Assistance Department Unit 21, Cecil Pashley Way, Shoreham Airport Shoreham by Sea West Sussex BN43 5FF Phone: +44 (0) UK.assistance@aig.com What to do if you have a claim: Please Contact: The Claims Manager PO Box 45, Feltham TW13 9EH Phone: +44 (0) Fax: +44 (0) UK.claims@aig.com What to do if you have any questions about this insurance product: Please Contact: The Customer Care Manager AIG Travel ecommerce Department Unit 21, Cecil Pashley Way, Shoreham Airport Shoreham by Sea West Sussex BN43 5FF Phone: +44 (0) uk.emirates@aig.com Page 1 of 48

2 Table of Benefits The following covers are provided for each insured person. It is important that you refer to the terms and conditions below for full details of cover. Benefit Schedule Coverage (GBP) A Trip Cancellation and Curtailment 1 Trip Cancellation 34,500 2 Trip Curtailment 34,500 Excess (GBP) 70 / 10 for loss of deposits 70 / 10 for loss of deposits B Personal belongings & Travel inconvenience 1 Personal Baggage 6, Single Item Limit 2,240 Valuables Limit 1,100 2 Baggage Delay hours 3 Personal Money 690 / (345 cash) 70 4 Passport and Travel Documents Credit Card Benefit 2, Travel Delay and Abandonment 35 per 12 hrs/up to hours 7 Missed Departure 1,380 Nil 8 Hijack & Kidnap Benefit 275 per 24 hrs/up to 8, hours C Medical and other expenses 1 Emergency Medical Expenses (incl. emergency dental) Unlimited 70 2 Hospital Daily Cash Benefit 35 per 24 hrs/up to 2,730 Nil Emergency Medical Evacuation Unlimited Nil 3 Resumption of Journey Unlimited Nil 4 Pre-Travel Assistance Benefit Benefit included Nil 5 During Travel Assistance Benefit Benefit included Nil 6 Concierge Service Benefit Benefit included Nil D Personal Accident (Benefit is reduced to GBP3,450 for insured persons aged under 18 and over 65) 69,000 Nil E Others 1 Personal liability 2,760,000 Nil 2 Legal costs 51,750 Nil 3 Bail Bond Advance 3,450 Nil 4 Pet Care - Kennel and Cattery 35 per 24 hrs/up to hours 5 Catastrophe Cover 1,035 Nil 6 Mugging Cover 690 Nil 7 Collision Damage Waiver - excess waiver 345 Nil 8 Domestic Trips As per relevant sections As per relevant Page 2 of 48

3 Benefit Schedule continued sections F Optional Covers Only available when you pay an additional premium 1 Winter Sports Cover a Loss of Winter Sports Equipment 1, b Ski Hire 20 per day/ up to 420 Nil c Ski Pack d Piste Closure 27 per day/ up to 270 Nil e Avalanche and Landslide 41 per day/ up to 205 Nil 2 Golf Cover a Golf Equipment 2, b Golf Equipment Hire 48 per day/ up to 384 Nil c Pre-paid Green Fees 345 Nil 3 Business Cover a Business Equipment 2, Single Item Limit 50% b Loss of Business Money C Business Equipment Hire 690 Nil d Double PA Benefits 138,000 Nil 4 Wedding Cover a Ceremonial Attire 2, b Gifts 1, d Wedding Rings 690 Nil e Photography / video recordings 690 Nil 5 Air Space Closure Cover a Cancellation 4, hours b Additional expense if you are stranded at the point of departure 215 each 24 hours c Additional costs to reach your destination hours d 138 each 24 period you are Additional expense if you are stranded on an delayed up to a maximum of international connection hours e Additional expense if you are stranded on your return journey 138 each 24 period you are delayed up to a maximum of hours f Additional travel expense to get you home 1, hours g Additional car parking costs 35 each 24 hour period you are delayed up to a maximum of 24 hours 175 h Additional kennel or cattery fees 35 each 24 hour period you are delayed up to a maximum of hours Page 3 of 48

4 When claiming under certain sections listed in the table above, you have to pay the excess. The excess will apply to each person claiming, to each incident and to each section of the policy. The excesses that are applicable to your policy are set out in your policy schedule. GENERAL INFORMATION ABOUT THIS INSURANCE Insurance provider This insurance is provided by Emirates and underwritten by AIG Europe Limited. Emirates is an appointed representative of AIG Europe Limited. AIG Europe Limited is registered in England under number Registered office: The AIG Building, 58 Fenchurch Street, London EC3M 4AB, United Kingdom. AIG Europe Limited is a member of the Association of British Insurers. AIG Europe Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (FRN ). This can be checked by visiting the FS Register ( AIG Travel provides claims handling services on behalf of AIG Europe Limited and is also a provider of medical assistance services. AIG Travel is a trading name of AIG Travel EMEA Limited and is registered in England under number Registered office: Unit 21 Cecil Pashley Way, Shoreham Airport, Shoreham by Sea, West Sussex BN43 5FF, United Kingdom. Your travel insurance This policy wording along with your policy schedule explain what you are covered for. The policy wording contains conditions and exclusions which you should be aware of. You must keep to all the terms and conditions of the insurance, otherwise any claims you make may not be paid. Please read this policy wording to make sure that the cover meets your needs and please check the details outlined within your policy schedule to make sure that the information shown is correct. Assignment No one covered under this policy may assign or transfer any benefit, right or interest in regard to this policy without our prior written consent. Rights of third parties This policy is personal between us and you. This policy is not intended to give any person other than you, the insured persons or us, any right to enforce any part of it which that person would have had but for the Contracts (Rights of Third Parties) Act Law This policy will be governed by the laws of England and Wales and you and we agree to submit to the courts of England and Wales to determine any dispute arising under or in connection with it, unless you or the relevant insured person reside in Scotland, Northern Ireland or the Isle of Man, in which case the law applicable to that jurisdiction will apply and its courts will have exclusive jurisdiction, unless agreed to the contrary by us before the commencement date of this policy. The terms and conditions of this policy will only be available in English and all communications relating to this policy will be in English. Sanctions Exclusion Page 4 of 48

5 We shall not be deemed to provide cover and we shall not be liable to pay any claim or provide any benefit hereunder to the extent that the provision of such cover, payment of such claim or provision of such benefit would expose us, our parent company or ultimate controlling entity to any sanction, prohibition or restriction under United Nations resolutions or the trade or economic sanctions, laws or regulations of the European Union or the United States of America. We will not be liable to provide any coverage or make any payment hereunder if to do so would be in violation of any law or regulation concerning sanctions which would expose us, our parent company or our ultimate controlling entity to any penalty under such applicable law. How we use Personal Information We are committed to protecting the privacy of customers, claimants and other business contacts. Personal Information identifies and relates to you or other individuals (e.g. your dependants). By providing Personal Information you give permission for its use as described below. If you provide Personal Information about another individual, you confirm that you are authorised to provide it for use as described below. The types of Personal Information we may collect and why - Depending on our relationship with you, Personal Information collected may include: identification and contact information, payment card and bank account, credit reference and scoring information, sensitive information about health or medical condition, and other Personal Information provided by you. Personal Information may be used for the following purposes: Insurance administration, e.g. communications, claims processing and payment Decision-making on provision of insurance cover and payment plan eligibility Assistance and advice on medical and travel matters Management and audit of our business operations Prevention, detection and investigation of crime, e.g. fraud and money laundering Establishment and defence of legal rights Legal and regulatory compliance, including compliance with laws outside your country of residence Monitoring and recording of telephone calls for quality, training and security purposes Marketing, market research and analysis To opt-out of marketing communications contact us by at: opt-out@aig.com or by writing to: Marketing Preference Team, AIG, Norfolk House, Wellesley Road, Croydon, Surrey, CR0 1LH, United Kingdom. If you opt-out we may still send you other important communications, e.g. communications relating to administration of your insurance policy or claim. Sharing of Personal Information - For the above purposes Personal Information may be shared with our group companies, brokers and other distribution parties, insurers and reinsurers, credit reference agencies, healthcare professionals and other service providers. Personal Information will be shared with other third parties (including government authorities) if required by law. Personal Information (including details of injuries) may be recorded on claims registers shared with other insurers. We are required to register all third party claims for compensation relating to bodily injury to workers compensation boards. We may search these registers to detect and prevent fraud or to validate your claims history or that of any other person or property likely to be involved in the policy or claim. Personal Information may be shared with prospective purchasers and purchasers, and transferred upon a sale of our company or transfer of business assets. International transfer - Due to the global nature of our business Personal Information may be transferred to parties located in other countries, including the United States and other countries with different data protection laws than in your country of residence. Page 5 of 48

6 Security and retention of Personal Information - Appropriate legal and security measures are used to protect Personal Information. Our service providers are also selected carefully and required to use appropriate protective measures. Personal Information will be retained for the period necessary to fulfil the purposes described above. Requests or questions - To request access or correct inaccurate Personal Information, or to request the deletion or suppression of Personal Information, or object to its use, please DataProtectionOfficer@aig.com or write to Data Protection Officer, Legal Department, AIG Europe Limited, The AIG Building, 58 Fenchurch Street, London EC3M 4AB. More details about our use of Personal Information can be found in our full Privacy Policy at or you may request a copy using the contact details above. If you have any questions If you have any questions about the cover provided under this policy or you would like more information, please contact the assistance department on +44 (0) or UK.assistance@aig.com. Arabic speaking clients may also contact the assistance department on or servicecenter-me@aig.com. Please note this is for customer service only. Claims are to be submitted according to the information provided in the Important Claim Information section below. IMPORTANT THINGS YOU NEED TO KNOW ABOUT YOUR POLICY BEFORE YOU TRAVEL Health conditions This policy contains conditions relating to your health, the health of people travelling with you. In particular, we do not cover medical conditions which you or they had before the cover incepted. If there is a change in the state of health of yourself, and/or anyone travelling with you, please contact the assistance department on +44 (0) immediately. By declaring details of the change in health, this will enable us to decide whether we can continue to provide cover for your change in circumstances under the existing terms of the policy. We have the right to add further terms and conditions to your policy or exclude cover for the newly diagnosed condition. If we are no longer able to provide cover for the newly diagnosed condition, you will be entitled to make a cancellation claim or if you do not wish to cancel your trip you will be entitled to cancel your policy. Provided you have not travelled or made a claim we will refund your premium in its entirety. This policy does not cover medical conditions relating to the health of a relative or a business associate if you are aware of circumstances in relation to their health at the time of taking out the policy that are likely to make cancellation of your trip necessary. Health agreements If you are travelling to a country in the European Union, you should take a European Health Insurance Card (EHIC) with you. Application forms to obtain an EHIC are available from your local post office or you can download an application form from the following website: This entitles European citizens to benefit from the health agreements which exist between countries in the European Union. If you are travelling to Australia or New Zealand and you need medical treatment, you should enrol with Medicare or the equivalent scheme of these countries. Further information about enrolling in the Medicare scheme in Australia is available from the following website: If you present your EHIC to the treating medical practitioner or doctor or hospital if you need medical treatment within the European Union or you enrol with Medicare when travelling to Page 6 of 48

7 Australia or New Zealand, this will save you paying the policy excess under section C.1 (Emergency Medical Expenses) if your medical costs are reduced as a result of using your EHIC or Medicare being involved. Travel delays - EC Regulations This policy is not designed to cover costs which are met under the EC Regulation No. 261/2004. Under this Regulation if you have a confirmed reservation on a flight, and that flight is delayed by between 2 and 4 hours (length of time depends on the length of your flight) the airline must offer you meals, refreshments and hotel accommodation. If the delay is more than 5 hours, the airline must offer to refund your ticket. The Regulations should apply to all flights, whether budget, chartered or scheduled, originating in the EU, or flying into the EU using an EU carrier. If your flight is delayed or cancelled, you must in the first instance approach your airline and clarify with them what costs they will pay under the Regulation. If you would like to know more about your rights under this Regulation, additional useful information can be found on the Civil Aviation Authority website ( Sports and activities See page 40 for a full listing of activities and the level of cover that is available. Residency in regards to claims If at the time of purchasing this policy your country of residence is not the same as your country of citizenship, we draw your attention to the following: (1) In the event of your illness or injury resulting in a valid claim under Section C (Medical and other expenses), we reserve the right to move you to another medical facility or to evacuate you to your country of residence or your country of citizenship. Also, once the assistance department has determined you are able to be moved, they will arrange necessary and reasonable transportation to your country of residence or your country of citizenship. Cover and liability ends under all sections, except Section A.1 (Trip Cancellation), of this policy once you have reached your first destination address in either your country of residence or your country of citizenship. You must follow the assistance departments instructions at all times. All decisions as to the means of transportation shall be made by the assistance department. (2) If you are on a trip to your country of citizenship and once you are deemed fit by us or our assistance department to travel, any costs are not covered if you refuse to leave your country of citizenship or if you are refused admittance back to your country of residence. See also Important Claim Information and Section C (Medical and other expenses). Your right to cancel the policy within 14 days of purchase If this cover is not suitable for you or you want to cancel your policy, you must contact AIG by phoning +44 (0) , ing UK.assistance@aig.com or by writing to AIG Travel, PO Box 2157, Shoreham Airport, Shoreham by Sea, West Sussex BN43 5FF within 14 days of buying your policy or the date you receive your policy documents (whichever is the later). In line with the conditions below we will refund the premium you have paid within 30 days of the date you contact us to ask to cancel the policy. If you have travelled or have made a claim under this policy before you asked to cancel the policy within the 14-day cooling-off period, you will not be entitled to a refund. Your right to cancel the policy outside the 14-day cooling-off period Page 7 of 48

8 If you decide this cover is no longer suitable for you or you want to cancel your policy after the 14 day cooling-off period, you must contact us by phoning +44 (0) , ing or by writing to AIG Travel, PO Box 2157, Shoreham Airport, Shoreham by Sea, West Sussex BN43 5FF. In line with the terms outlined below we will refund a proportion of the premium you have paid within 30 days of the date you contact us to ask to cancel the policy. If you have not made a claim before you ask to cancel the policy after the 14 day cooling-off period, you will be entitled to a refund of the premium paid, subject to a deduction for the time for which you have been covered on a proportionate basis. Our right to cancel the policy We have the right to cancel this policy by giving at least 30 days notice in writing to you at your last known address where we have valid reasons for doing so. Valid reasons include but are not limited to: (a) any failure by you to pay the premium; (b) failure to comply with the general conditions on pages 12 to 13 of this policy. We may cancel where the failure is incapable of remedy or you fail to remedy within 14 days of receiving written notice from us requiring you to remedy the breach. If you pay your premium in advance on an annual basis, provided a claim has not been made during the period of insurance, you will receive a proportionate refund of the premium paid from the effective cancellation date following the expiry of the 30 days notice; and/or (c) where we reasonably suspect fraud. COVER OPTIONS AVAILABLE Trip options and durations Single Trip This gives you cover to travel whether by sea, air or land from and return to your country of residence provided that you fly at least one sector on Emirates during the period of insurance shown in your policy schedule. Cover ends when you return to your home in your country of residence. Cover cannot be incepted after a trip has commenced. Annual Multi-Trip This gives you cover to travel whether by sea, air or land as many times as you like within the period of insurance provided no single trip lasts longer than 31 days (cover is also provided for up to 17 days in total for winter sports, within the period of insurance). Adults are entitled to travel independently. Children less than 12 years of age are only entitled to travel separately to the main insured person if they are travelling with a relative, guardian or person with a legal duty of care except where travelling as an unaccompanied minor in the custody of an airline. One way trips Cover for one way trips ends 48 hours after your arrival at your final destination outside of your country of residence. Policy options Individual: One person aged between 12 and 80 at the time of taking out this insurance. Page 8 of 48

9 Family: An individual and/or his or her spouse, partner and up to four of their dependent children up to 12 years of age at the date of buying this policy. Period of Insurance The period shown under your policy schedule. For single or one-way trips, cover under Section A.1 (Trip Cancellation) starts at the time you book the trip or pay the insurance premium, whichever is later. If you have arranged an Annual Multi-Trip policy, cover under Section A.1 (Trip Cancellation) starts at the time that you book the trip or the start date shown on your policy schedule, whichever is later. For all trip options, cover under Section A.1 (Trip Cancellation) ends as soon as you start your trip. Cover under all other sections starts when you leave your home address in your country of residence or from the start date shown on your policy schedule, whichever is the later. Cover ends when you return to your home address in your country of residence or at the end of the period shown on your policy schedule, whichever is earlier. Cover cannot start after you departed on your trip. Unless you have bought a One-Way policy, each trip must begin and end in your country of residence. Trip extensions If, due to unexpected circumstances beyond your control which fall within the terms and conditions of this cover, your trip cannot be completed within the period of insurance outlined in your policy schedule, cover will be extended for you at no extra cost for up to 30 days. This also applies to one person travelling with you who is authorised to stay with you by us if the extension is due to medical reasons. All requests for more than 30 days must be authorised by the assistance department. IMPORTANT CLAIM INFORMATION Medical and other emergencies The assistance department will provide immediate help if you are ill, injured or die during the trip. They provide a 24-hour emergency service 365 days a year. The contact details are as follows: Phone: +44 (0) Fax: +44 (0) UK.assistance@aig.com Please have the following information available when you contact the assistance department so that your case can be dealt with swiftly and efficiently: Your name and address; Your contact phone number abroad; Your policy number shown on your policy schedule; and The name, address and contact phone number of your medical practitioner or doctor. Please note: This is not a private medical insurance. If you go into hospital abroad and you are likely to be kept as an inpatient for more than 24 hours or if your outpatient treatment is likely to cost more than GBP345, someone must contact the assistance department for you immediately. Page 9 of 48

10 If they do not, we may provide no cover or we may reduce the amount we pay for medical expenses. If you have to return to your country of residence under Section A.2 (Trip Curtailment) or Section C.1 (Emergency Medical Expenses) the assistance department, must authorise this. If they do not, we may provide no cover or we may reduce the amount we pay for your return to your country of residence. If you need to make a claim AIG Travel Claims Department PO Box 45, Feltham, TW13 9EH Phone: Fax: uk.claims@aig.com Please note: All claims must be notified as soon as it is reasonably practical after the event which causes the claim. If our position is prejudiced by the late notification of a claim then this may affect our acceptance of a claim. The claims department is open Monday to Friday between 9am and 5pm. A claim form will be sent to you as soon as you tell them about your claim. To help us prevent fraudulent claims, we store your personal details on computer and we may transfer them to a centralised system. We keep this information in line with the conditions of the Data Protection Act Fraud This contract of insurance is based on mutual trust. We provide cover and we assume that any claims you make are genuine. Our experience in handling claims enables us to detect many of those which are fraudulent and this includes those which are exaggerated. We investigate every claim and if we believe that a fraudulent claim is being made we will inform the police. This may result in criminal prosecution. Customer service We believe you deserve a courteous, fair and prompt service. If there is any occasion when our service does not meet your expectations please contact us using the appropriate contact details below, providing the Policy/Claim Number and the name of the insured person to help us deal with your comments quickly. Customer Relations Emirates Insurance P.O. Box 2157 Shoreham By Sea BN43 9DH Phone (claims): Phone (non-claims): ukcustomerrelations@aig.com We will acknowledge the complaint within 5 business days of receiving it, keep you informed of progress and do our best to resolve matters to your satisfaction within 8 weeks. If we are unable to do this you may be entitled to refer the complaint to the Financial Ombudsman Service (the Page 10 of 48

11 Ombudsman) who will review your case. We will provide full details of how to do this when we provide our final response letter addressing the issues raised. Please note: The Ombudsman may not be able to consider a complaint if you have not provided us with the opportunity to resolve it previously. The Ombudsman s address is: Financial Ombudsman Service, Exchange Tower, London, E14 9SR Telephone: (free for people phoning from a "fixed line", i.e. a landline at home) Telephone: (free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02) complaint.info@financial-ombudsman.org.uk Following this complaint procedure does not affect your right to take legal action. Financial Services Compensation Scheme (FSCS) AIG Europe Limited is covered by the FSCS. If we are unable to meet our financial obligations you may be entitled to compensation from the scheme, depending on the type of insurance and the circumstances of the claim. For this type of insurance, 90% of your claim is covered, without any upper limit. Further information about compensation scheme arrangements is available at and on , or GENERAL DEFINITIONS Wherever the following words or phrases appear in the policy wording and are shown in bold they will always have the meaning as shown below: Air space closure / closure of air space: A recommendation or order by any government or travel authority to close air space (including but not in any way limited to closure in the case of a volcanic eruption). Business associate: Any person you conduct business with and who, if you were both away from work at the same time, would prevent the business from running properly. Child / children: A dependent child or a grandchild (including adopted or foster children) of the policyholder or the policyholder s partner who is under 12 years of age at the date of buying this policy. Country of residence: Shall mean the country where you are living or located or working at the time of purchasing this policy. Country of citizenship: Shall mean the country where you are a citizen or permanent resident. Home: Your usual place of residence within your country of residence. Insured person: The person or persons shown on the policy schedule. Manual labour: Work involving physical labour, for example, but not limited to, construction, installation and assembly. This does not include bar and restaurant staff, music and singing, or fruit picking (not involving machinery). Money: Shall mean coins and banknotes, foreign currency, travellers cheques, or any other instruments with a monetary value. Natural catastrophe: Volcanic eruption, flood, tsunami, earthquake, landslide, hurricane, tornado or wildfire. Pair or set of items: A number of items associated as being similar or complementary or used together. Partner: A legally married spouse or a person who has lived with you for six months or more. Page 11 of 48

12 Policy schedule: The document showing the names and other details of all the people insured under this policy and any special conditions that apply. Pre-existing medical condition: A condition for which care, treatment, or advice was recommended by or received from a physician or which was first manifested or contracted within a period up to 12 months preceding the insured person s effective date of coverage. Relative: Your partner and your or your partner s parent, brother, sister, son, daughter, grandparent, grandchild, stepparent, stepchild, stepbrother, stepsister or next of kin, mother-inlaw, father-in-law, daughter-in-law, son-in-law, brother-in-law, sister-in-law or the fiancé(e) of an insured person under this policy. Trip: Your holiday or journey starting from the time that you leave your home in your country of residence or from the start date shown on your policy schedule, whichever is the later, to travel outside of your country of residence until arrival back to your home address in your country of residence. Valuables: Photographic, audio, video and electrical equipment (including cds, dvds, video and audio tapes and electronic games), MP3 players, computer equipment, binoculars, antiques, jewellery, watches, furs, silks, precious stones and articles made of or containing gold, silver or precious metals. War: War, whether declared or not, or any warlike activities, including use of military force by any sovereign nation to achieve economic, geographic, nationalistic, political, racial, religious or other goals. We, us, our: AIG Europe Limited You, your, yourself: Each insured person named on the policy schedule who has paid the appropriate premium. GENERAL CONDITIONS The following conditions apply to all sections of this insurance: 1. When completing an application for this policy, you must take reasonable care to ensure that you respond fully and accurately to any questions or requests for information we may make. This information you provide to us may affect our ability to renew, or vary our coverage under this policy or the terms on which we are able to provide, renew or vary. If there are any changes in your circumstances and/or the information you have provided is no longer true, valid or up to date you must tell us as soon as possible as this may affect your policy and your ability to claim under it. 2. You must tell us if you know about anything which may affect our decision to accept your insurance (for example, if you are suffering from a pre-existing medical condition or if you are planning to take part in a sport or activities while you are on holiday). If you are not sure whether to tell us, tell us anyway. 3. You must take all reasonable steps to avoid or reduce any loss which may mean that you have to make a claim under this insurance. 4. You must give the claims department all the documents they need to deal with any claim. You will be responsible for the costs involved in doing this. For example, in the event of a cancellation claim you will need to supply proof that you were unable to travel, such as a medical certificate completed by your medical practitioner or doctor. 5. You must provide us with all reasonable assistance to help us get back any money that we have paid from anyone or from other insurers (including the Department for Work and Pensions) by giving us all the details we need and by filling in such forms as are relevant to us in order to assist us in claiming back monies which we have paid. 6. If you try to make a fraudulent claim or if any fraudulent means or devices are used when trying to make a claim, this policy may become void and the premium you have paid may be forfeited. Any benefits already paid to you must be repaid in full. 7. You must agree to have a medical examination if we ask. If you die, we are entitled to have a post-mortem examination. Page 12 of 48

13 8. You must pay us back any amounts that we have paid to you which are not covered by the insurance. 9. After a claim has been settled, any salvage you have sent into the claims department will become our property. 10. The policy is non-renewable (except in the case of Annual Multi-Trip policies). GENERAL EXCLUSIONS General exclusions apply to all sections of this insurance. We will not cover the following: 1. Any claim where the following apply: a. The claim relates to a pre-existing medical condition or an illness related to a preexisting medical condition which you or any person who your trip depends on knew about before you bought this insurance. You must make sure you tell us about any change in the state of health of yourself, anyone travelling with you, occurring after you have bought this policy but before you travel. Please refer to the Health conditions section of this policy wording for further details. Pre-existing medical conditions of relatives or business associates are not covered if at the time of buying this policy, (or in the case of Annual Multi-Trip cover before each trip), you are aware of circumstances relating to their health which are likely to lead to you needing to cancel your trip. b. You are travelling against the advice of a medical practitioner. c. You are travelling with the purpose of receiving medical treatment abroad. d. You or any person who your trip depends on are receiving or waiting for hospital investigation or treatment for any undiagnosed condition or set of symptoms. e. You or any person who your trip depends on has been given a terminal prognosis and which results in claim for medical expenses covered under this policy. 2. Any claim relating to a set of circumstances which you were aware of at the time you took out this insurance and which could reasonably be expected to lead to a claim. 3. Any claim, loss, injury, damage or legal liability arising directly or indirectly from planned or actual travel in, to, or through Cuba, Iran, Syria, Sudan, North Korea or the Crimea region 4. We shall not be deemed to provide cover and we shall not be liable to pay any claim or provide any benefit hereunder to the extent that the provision of such cover, payment of such claim or provision of such benefit would expose us, our parent company or ultimate controlling entity to any sanction, prohibition or restriction under United Nations resolutions or the trade or economic sanctions, laws or regulations of the European Union or the United States of America. 5. Any claim arising out of war, civil war, invasion, revolution or any similar event. 6. Any claim arising from civil riots, blockades, strikes or industrial action of any type (except for strikes or industrial action which were not public knowledge when you booked your trip). 7. Loss or damage to any property, or any loss, expense or liability arising from ionizing radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from burning nuclear fuel or the radioactive, toxic, explosive or other dangerous properties of any explosive nuclear equipment or any part of it. 8. Any claim if you already have a more specific insurance covering this (for example, if an item you are claiming for under Section B.1 (Personal baggage) is a specified item on your household contents insurance policy). 9. Any claim arising from using a two-wheeled motor vehicle as a driver or passenger if you are not wearing a crash helmet where the engine size of the two-wheeled motor vehicle exceeds 100cc. 10. Any indirect losses, costs, charges or expenses (meaning losses, costs, charges or expenses which are not listed under the headings in Sections A to F of this policy, for example, loss of earnings if you cannot work after you have been injured). Page 13 of 48

14 11. Any claim arising from the tour operator, airline or any other company, firm or person becoming insolvent, or being unable or unwilling to fulfil any part of their obligation to you. 12. Any claim resulting from you travelling to a specific country or to an area where an official government agency have advised against all (but essential) travel. This exclusion applies to Section C (Medical and other expenses) and Section D (Personal Accident) only. 13. Any claim arising from you flying in any aircraft other than a fully licensed passenger-carrying aircraft. 14. Any claim arising from you being involved in any criminal act. 15. Any claim arising from motor vehicle racing of any kind. 16. Any claim involving you taking part in manual labour or in any sport or activity unless the activity has been authorised by us. Please see the Sports and activities section on page 40 for a full listing of cover available. 17. Any claim relating to winter sports unless you have purchased Winter Sports Cover and this is shown on your policy schedule. 18. Any claim arising from: your suicide or attempted suicide; or you injuring yourself deliberately or putting yourself in danger (unless you are trying to save a human life). 19. Any claim arising directly from using alcohol, where the treating medical practitioner or doctor has confirmed the level of alcohol in the blood, or using drugs, (unless the drugs have been prescribed by a medical practitioner or doctor) or you are affected by any sexually transmitted disease or condition. 20. Any costs which you would have been liable to pay had the reason for the claim not occurred (for example, the cost of food which you would have paid for in any case). 21. Any claim arising as a result of you failing to get the inoculations and vaccinations that you need. 22. Any claim arising from you acting in a way which goes against the advice of a medical practitioner or doctor. 23. The costs of making any claim against Emirates. SECTIONS OF COVER Please note: If you are unable to provide any of the claims evidence referred to in the following sections of cover, (for example police reports for lost or stolen items of personal baggage), you may still be eligible to make a claim but this will be dependent upon the circumstances which have prevented you from obtaining the necessary documentation. Please contact the Claims Department to discuss why you have been unable to obtain the relevant reports and to obtain a claim form so your claim can be considered. SECTION A TRIP CANCELLATION AND TRIP CURTAILMENT A.1 Trip Cancellation We will pay up to the amount shown in the table of benefits for: Travel and accommodation expenses which you have paid or have agreed to pay under a contract and which you cannot get back; The cost of excursions, tours and activities which you have paid for and which you cannot get back; and The cost of visas which you have paid for and which you cannot get back. Page 14 of 48

15 Please note: If payment has been made using frequent flyer points, air miles, or loyalty card points, settlement of your claim will be based upon the lowest available published flight fare for the flight originally booked if they are non-transferable. We will provide this cover if the cancellation of your trip is necessary and unavoidable as a result of the following: 1. You dying, becoming seriously ill or being injured. 2. The death, serious illness or injury of a relative, business associate, a person who you have booked to travel with or a relative or friend living abroad who you had planned to stay with. The incident giving rise to the claim must have been unexpected and not something you were aware of when you took out this insurance. 3. You being made redundant, as long as you are entitled to payment under the current redundancy payments law and that, at the time of booking your trip, you had no reason to believe that you would be made redundant. 4. You or a person who you have booked to travel with being placed in quarantine or called for jury service (and your request to postpone your service has been rejected) or attending court as a witness (but not as an expert witness). 5. If your presence is required or the police or relevant authority needs you to stay in your country of residence after a fire, storm, flood, burglary or vandalism to your home or place of business within fifteen days before you planned to leave on your trip in your country of residence. 6. If you are a member of the armed forces or police, fire, nursing or ambulance services which results in you having to stay in your country of residence due to an unforeseen emergency or if you are posted overseas unexpectedly. 7. If after the time you booked your trip an official government agency advises against all (but essential) travel to your intended destination. 8. If you are pregnant and complications arise during your pregnancy which are diagnosed by a medical practitioner or doctor (including but not limited to, toxaemia, gestational hypertension, pre-eclampsia, ectopic pregnancy, post-partum haemorrhage, or medically necessary emergency caesarean section). 9. If you or other insured persons under this policy are hijacked. What you are not covered for under Section A.1 1. The excess as shown in the table of benefits. The excess will apply for each trip that you have booked and for each insured person. 2. Cancelling your trip because of a medical condition or an illness related to a medical condition which you knew about and which could reasonably be expected to lead to a claim. This applies to you, a relative, business associate or a person who you are travelling with, and any person you were depending on for the trip. 3. You not wanting to travel. 4. Any extra costs resulting from you not telling the holiday company as soon as you know you have to cancel your trip. 5. You being unable to travel due to your failure to obtain the passport or visa you need for the trip. 6. Airport taxes and associated administration fees shown in the cost of your flights. 7. Costs which have been paid for on behalf of a person who has not taken out insurance cover with the insurer. Claims evidence required for Section A.1 Policy schedule Proof of travel cost (confirmation invoice, travel tickets, unused excursion, tour or activity tickets) Cancellation invoice or letter confirming whether any refund is due Page 15 of 48

16 A medical certificate which we will supply for the appropriate medical practitioner or doctor to complete An official letter confirming: redundancy, emergency posting overseas, the need for you to remain in your country of residence Your summons for jury service A.2 Trip Curtailment Please note: If you need to return home to your country of residence earlier than planned, you must contact the assistance department immediately (please see the Medical and other emergencies section for further details). We will pay up to the amount shown in the table of benefits for: Travel and accommodation expenses which you have paid or have agreed to pay under a contract and which you cannot get back; The cost of excursions, tours and activities which you have paid for either before you left your country of residence or those paid for locally upon your arrival overseas and which you cannot get back; and Reasonable additional travel costs to return back to your country of residence if it is necessary and unavoidable for you to cut short your trip. Please note: If payment has been made using frequent flyer points, air miles, or loyalty card points, settlement of your claim will be based upon the lowest available published flight fare for the flight originally booked if they are non-transferable. We will provide this cover if the cutting short of your trip is necessary and unavoidable as a result of the following: 1. You dying, becoming seriously ill or being injured. 2. The death, serious illness or injury of a relative, business associate, a person who you are travelling with or a relative or friend living abroad who you are staying with. The incident giving rise to the claim must have been unexpected and not something you were aware of when you took out this insurance. 3. If your presence is required or the police or relevant authority need you to return home to your country of residence after a fire, storm, flood, burglary or vandalism to your home or place of business. 4. If you are a member of the armed forces or police, fire, nursing or ambulance services which results in you having to return home to your country of residence due to an unforeseen emergency or if you are posted overseas unexpectedly. 5. You being made redundant, as long as you are entitled to payment under the Employment Rights Act 1996 and that, at the time of booking your trip, you had no reason to believe that you would be made redundant. 6. You or a person who you have booked to travel with being placed in quarantine or called for jury service (and your request to postpone your service has been rejected) or attending court as a witness (but not as an expert witness). 7. If after the time you booked your trip an official government agency advises against all (but essential) travel to your intended destination. 8. If you are pregnant and complications arise during your pregnancy which are diagnosed by a medical practitioner or doctor (including but not limited to, toxaemia, gestational hypertension, pre-eclampsia, ectopic pregnancy, post-partum haemorrhage, or medically necessary emergency caesarean section). 9. If you or other insured persons under this policy are hijacked. Page 16 of 48

17 What you are not covered for under Section A.2 1. The excess as shown in the table of benefits. 2. Cutting short your trip because of a medical condition or an illness related to a medical condition which you knew about and which could reasonably be expected to lead to a claim. This applies to you, a relative, business associate or a person who you are travelling with, and any person you were depending on for the trip. 3. Any claims where the assistance department has not been contacted to authorise your early return back to your country of residence. 4. You being unable to continue with your travel due to your failure to obtain the passport or visa you need for the trip. 5. The cost of your intended return travel to your country of residence if we have paid additional travel costs for you to cut short your trip. Please note: We will calculate claims for cutting short your trip from the day you return to your country of residence or the day you go into hospital overseas as an inpatient. Your claim will be based solely on the number of complete days you have not used. If you have to cut short your trip and you do not return to your country of residence we will only be liable for the equivalent costs which you would have incurred had you returned to your country of residence. Claims evidence required for Section A.2 Policy schedule Proof of travel cost (confirmation invoice, and flight tickets) Invoices and receipts for your expenses An official letter confirming: the need for your return to your country of residence, emergency posting overseas Please note: This is not a full list and we may require other evidence that is relevant to support your claim. SECTION B PERSONAL BELONGINGS AND TRAVEL INCONVENIENCE B.1 Personal Baggage We will pay for your personal baggage including items which are usually carried or worn by travellers for their individual use during a trip. We will pay up to the amount shown in the table of benefits for items owned (not borrowed or rented) by you which are lost, damaged, stolen or destroyed during your trip. Please note Payment will be based on the value of the property at the time it was lost, stolen or damaged. An allowance may need to be made for reasonable wear and tear and/or loss of value depending on the age of the property. The maximum amount we will pay for any one item, pair or set of items is noted in the table of benefits. Please refer to the definition of pair or set of items in the General Definitions section. The maximum amount we will pay for valuables in total is noted in the table of benefits. Please refer to the definition of valuables in the General Definitions section. Page 17 of 48

18 B.2 Delayed Baggage We will pay up to the amount shown in the table of benefits for buying essential items if your baggage is delayed in reaching you on your outward international journey for more than 12 hours. Please note: You must get written confirmation of the length of the delay from the appropriate airline or transport company and you must keep all receipts for the essential items you buy. If your baggage is permanently lost we will take any payment we make for delayed baggage from your overall claim for baggage. B.3 Personal Money We will pay up to the amount shown on the table of benefits for loss or theft, if you can provide evidence of their value (this would include receipts, bank statements or cash-withdrawal receipts) of: Cash; and Travellers cheques (if these cannot be refunded by the provider). Please note: The maximum amount we will pay for cash carried by one person whether jointly owned or not is the cash limit as shown on the table of benefits (for children under 12 years of age a limit of GBP70 applies). B.4 Loss of Passport and Travel Documents We will pay up to the amount shown in the table of benefits for the cost of replacing the following items belonging to you if they are lost, damaged, stolen or destroyed during your trip: Passport; Travel tickets, admission tickets, hotel and other holiday vouchers; and Visas. Please note: The cost of replacing your passport includes the necessary and reasonable costs you pay overseas associated with getting a replacement passport to allow you to return back to your country of residence (this would include travel costs to the local embassy as well as the cost of the emergency passport itself). What you are not covered for under Sections B.1 to B.4 1. The excess as shown in the table of benefits (this does not apply if you are claiming under Section B.2). 2. Property you leave unattended in a public place. 3. Any claim for loss or theft to personal belongings and baggage which you do not report to the police within 24 hours of discovering it and which you do not get a written police report for. 4. Any claim for loss, theft, damage or delay to personal belongings and baggage which you do not report to the relevant airline or transport company within 24 hours of discovering it and which you do not get a written report for. In the case of an airline, a property irregularity report will be required. If the loss, theft or damage to your property is only noticed after you Page 18 of 48