USEFUL PHONE NUMBERS Premium refud requests (14 day cacellatio period) ad Eurostar Compesatio Scheme (sectio 13) 03432 186 186 (Policies bought with Eurostar ticket) 0371 200 2457 (Policies bought separately) Customer services 0371 200 2457 24-hr Emergecy medical assistace: Outside your home coutry +44 20 8603 9644 Withi your home coutry 020 8603 9644 24-hr Legal helplie: Outside your home coutry 44 20 8603 9931 Withi your home coutry 020 8603 9931 RELAX... Claims 020 8603 9643 I a life or death situatio call the emergecy services i the coutry you are visitig for example 112 withi the Europea Uio. If you would prefer these documets i large prit, audio or Braille, please call us o 0371 200 2457. Eurostar Iteratioal Limited, Registered address Times House, Bravigtos Walk, Lodo, N1 9AW, Registered No. 2462001 is a Appoited Represetative of AWP Assistace UK Ltd. Eurostar Travel Isurace is uderwritte by AWP P&C SA ad is admiistered i the UK by Alliaz Global Assistace. Alliaz Global Assistace is a tradig ame of AWP Assistace UK Ltd, 102 George Street, Croydo CR9 6HD. AWP Assistace UK Ltd is authorised ad regulated by the Fiacial Coduct Authority. YOU RE COVERED Eurostar travel isurace Please read this policy ad carry it with you durig your trip. Valid for residets of UK, Chael Islads ad Isle of Ma oly. AWP P&C SA is duly authorised i Frace ad the Uited Kigdom ad is subject to limited regulatio by the Prudetial Regulatio Authority ad the Fiacial Coduct Authority. Alliaz Global Assistace acts as a aget for AWP P&C SA for the receipt of customer moey, settlig claims ad hadlig premium refuds. Ref: 2487TVL (1) 05/18
CONTENTS Page Demads ad eeds statemet...................... 1 About us ad our isurace services..................2-3 Summary of cover.............................. 4 Importat iformatio........................... 5-7 Defiitio of words............................ 8-11 24hr Emergecy medical assistace...................12 Reciprocal health arragemets..................... 12 Health declaratio ad heath exclusios............... 13-14 Geeral exclusios.............................14-15 Coditios..................................15-16 Makig a claim............................... 16-18 Makig a complait............................. 18 Cacellatio or curtailmet charges - Sectio 1...........19-20 Emergecy medical ad associated expeses - Sectio 2.... 21-22 Loss of passport - Sectio 3........................22 Delayed persoal possessios - Sectio 4...............23 Persoal possessios - Sectio 5....................23-24 Persoal moey - Sectio 6........................ 24 Persoal accidet - Sectio 7....................... 25 Missed departure - Sectio 8...................... 25-26 Delayed departure - Sectio 9..................... 26-27 Persoal liability - Sectio 10...................... 27-28 Legal expeses - Sectio 11....................... 28-29 Witer sports cover - Sectio 12.................... 30-31 Extra expeses refud - Sectio 13....................32 DEMANDS AND NEEDS STATEMENT Eurostar Travel Isurace suits the demads ad eeds of customers who wish to isure themselves for medical emergecies, delayed or missed departures, cacellatio ad curtailmet, lost, stole or delayed possessios, loss of moey ad passport, persoal accidet, persoal liability ad legal expeses whe travellig. The levels of cover may vary depedig o where you travel (whether i your home coutry or overseas). Travel isurace does ot cover everythig. You should read this policy carefully to make sure it provides the cover you eed. You may already possess alterative isurace for some or all of the features ad beefits provided by this Travel Isurace Policy. It is your resposibility to ivestigate this. Eurostar Iteratioal Limited has oly provided you with iformatio ad has ot provided you with ay recommedatio or advice about whether this product fulfils your specific isurace demads ad eeds. 1
ABOUT US AND OUR INSURANCE SERVICES 1. The Fiacial Coduct Authority (FCA) Eurostar Iteratioal Limited, Times House, Bravigtos Walk, Lodo, N1 9AW The FCA is the idepedet watchdog that regulates fiacial services. Use this iformatio to decide if our services are right for you. 2. Whose products do we offer? We are a isurace itermediary that offers products from a sigle isurace compay, AWP P&C SA which is a Frech compay duly authorised i Frace. We act o their behalf. 3. Which service will we provide you with? You will ot receive ay persoal advice or a recommedatio from us for travel isurace. We may ask some questios to arrow dow the selectio of products that we will provide details o. You will the eed to make your ow choice about how to proceed. 6. What to do if you have a complait If you wish to register a complait, please cotact us: i writig Customer Service, Alliaz Global Assistace, 102 George Street, Croydo CR9 6HD by phoe 020 8603 9853 by email customersupport@alliaz-assistace.co.uk If you caot settle your complait with us, you may be etitled to refer it to the Fiacial Ombudsma Service for idepedet arbitratio. Visit www.fiacial-ombudsma.org.uk write to Fiacial Ombudsma Service, Exchage Tower, Lodo E14 9SR call 0800 023 4567 or 0300 123 9 123 email complait.ifo@fiacial-ombudsma.org.uk 7. Are we covered by the Fiacial Services Compesatio Scheme (FSCS)? We are covered by the FSCS. You may be etitled to compesatio from the scheme if we caot meet our obligatios. Isurace advisig ad arragig is covered for 90% of the claim, with o upper limit. Further iformatio about the compesatio scheme arragemets are available from the FSCS, by callig 0800 678 1100 or 020 7741 4100, or by visitig their website at www.fscs.org.uk. 4. What will you have to pay us for this service? You will oly pay us the premium for your policy, ad you will ot pay us a fee for arragig this o your behalf. We are paid for our services to you by the isurace compay, AWP P&C SA. The ature of such paymet is a mixture of commissio ad other fees based o our costs for admiisterig your policy. 5. Who regulates us? Eurostar Iteratioal Limited is a appoited represetative of AWP Assistace UK Ltd tradig as Alliaz Global Assistace. AWP Assistace UK Ltd, 102 George Street, Croydo CR9 6HD is authorised ad regulated by the Fiacial Coduct Authority. Fiacial Services Register umber is 311909. AWP Assistace UK Ltd s permitted busiess icludes arragig travel isurace. You ca check this o the Fiacial Services Register by visitig the FCA s website www.fca.org.uk/register or by cotactig the FCA o 0800 111 6768. 2 3
SUMMARY OF COVER The followig is oly a summary of the mai cover limits. You should read the rest of this policy for the full terms ad coditios. Cover Limit (up to) Excess 1. Cacellatio & curtailmet 5,000 50 (Deposit oly) 15 2. Emergecy medical ad associated expeses 5 millio 50 I-patiet beefit 1,000 Nil 3. Loss of passport 200 Nil 4. Delayed persoal possessios 100 Nil 5. Persoal possessios 1,500 50 Sigle article limit, pair or set 250 Total for valuables 400 6. Persoal moey 400 50 Cash 200 7. Persoal accidet 25,000 Nil 8. Missed departure 500 50 9. Delayed departure Travellig by Eurostar 100 - delay Nil 250 - extra trasport Nil Not travellig by Eurostar 200 - delay Nil Abadomet 5,000 50 10. Persoal liability 2 millio 50 11. Legal expeses 25,000 Nil Witer sports cover (Optioal sigle trip, icluded aual multi-trip) 12. Ski pack 300 Nil Delayed ski equipmet 200 Nil Ski equipmet 500 - ow 50 250 - hired Sigle article limit 250 Piste closure 250 Nil Avalache closure 250 Nil 13. Extra expeses refud 200 Nil Ier limits Some sectios of cover also have extra sub limits, for example the persoal accidet sectio has a beefit limit depedig o the age of the isured perso. Jourey limits (aual multi-trip cover oly) Aual multi-trip cover is for short trips of 31 days or less per trip oly. There is absolutely o cover offered by this policy whatsoever for trips which are loger tha the 31 days per trip. This would iclude ot isurig you for ay part of a trip that is loger tha 31 days i duratio. IMPORTANT INFORMATION Thak you for takig out Eurostar Travel Isurace with us. Your isurace cofirmatio shows the cover you have chose, the people covered ad ay special terms or coditios that may apply. Your policy does ot cover everythig. You should read this policy to make sure it provides the cover you eed. If there is aythig you do ot uderstad, you should call Eurostar o 0371 200 2457. Isurer Your travel isurace is uderwritte by AWP P&C SA ad is admiistered i the Uited Kigdom by Alliaz Global Assistace. How your policy works Your policy ad isurace cofirmatio is a cotract betwee you ad us. We will pay for ay claim you make which is covered by this policy ad happes durig the period of isurace. Uless specifically metioed the beefits ad exclusios withi each sectio apply to each perso isured. Certai words have a special meaig as show uder the headig Defiitio of words. These words have bee highlighted by the use of bold prit throughout the policy documet. Iformatio you eed to tell us There is certai iformatio that we eed to kow as it may affect the terms of the isurace cover we ca offer you. You must, to the best of your kowledge, give accurate aswers to the questios we ask whe you buy your Eurostar Travel Isurace policy. If you do ot aswer the questios truthfully it could result i your policy beig ivalid ad could mea that all or part of a claim may ot be paid. If you thik you may have give us ay icorrect aswers, or if you wat ay help, please call 0371 200 2457 as soo as possible ad we will be able to tell you if we ca still offer you cover. Cacellatio rights If your cover does ot meet your requiremets, please otify Eurostar withi 14 days of receivig your isurace cofirmatio ad retur all your documets for a refud of your premium. If you purchased your isurace at the same time as your Eurostar ticket you should call Eurostar o 03432 186 186 otherwise you ca call 0371 200 2457. If durig this 14 day period you have travelled, made a claim or ited to make a claim the we ca recover all costs that you have used for those services. Please ote that your cacellatio rights are o loger valid after this iitial 14 day period. Fiacial Services Compesatio Scheme (FSCS) For your added protectio, the isurer is covered by the FSCS. You may be etitled to compesatio from the scheme if the isurer caot meet its obligatios. This depeds o the type of busiess ad the circumstaces of the claim. Isurace cover provides protectio for 90% of the claim, with o upper limit. Further iformatio about the compesatio scheme arragemets is available from the FSCS, telephoe umber 0800 678 1100 or 020 7741 4100, or by visitig their website at www.fscs.org.uk 4 5
Policy excesses Uder some sectios of your policy, you will have to pay a excess. This meas that you will be resposible for payig the first part of the claim for each perso isured, for each sectio, for each icidet. The amout you have to pay is the excess. If you have paid a extra premium for excess waiver, the excess will ot apply. Goverig law Uless agreed otherwise, Eglish law will apply ad all commuicatios ad documetatio i relatio to this policy will be i Eglish. I the evet of a dispute cocerig this policy the Eglish courts shall have exclusive jurisdictio. Cotracts (Rights of third parties) Act 1999 We, the isurer ad you do ot ited ay term of this cotract to be eforceable by ay third party pursuat to the Cotracts (Rights of Third Parties) Act 1999. Data protectio otice We care about your persoal data. The summary below ad our full privacy otice explai how Alliaz Global Assistace protects your privacy ad uses your persoal data. Our full privacy otice is available at www.alliaz-assistace.co.uk/ privacy-otice/ If a prited versio is required, please write to: Legal ad Compliace Departmet, Alliaz Global Assistace, 102 George Street, Croydo, CR9 6HD. How will we obtai ad use your persoal data? We will collect your persoal data from a variety of sources icludig: - Data that you provide to us; ad - Data that may be provided about you from certai third parties, such as your isurace broker, doctors i the evet of a medical emergecy or airlie compaies i the evet of repatriatio. We will collect ad process your persoal data i order to comply with our cotractual obligatios ad/or for the purposes of our legitimate iterests icludig: - Eterig ito or admiisterig cotracts with you; - Iformig you of products ad services which may be of iterest to you. Who will have access to your persoal data? We may share your persoal data: - With public authorities, other Alliaz Group compaies, idustry goverig bodies, regulators, fraud prevetio agecies ad claims databases, for uderwritig ad fraud prevetio purposes; - With other service providers who perform busiess operatios o our behalf; - Orgaisatios who we deal with which provide part of the service to you such as i the evet of a medical emergecy; - To meet our legal obligatios icludig providig iformatio to the relevat ombudsma if you make a complait about the product or service that we have provided to you. We will ot share iformatio about you with third parties for marketig purposes uless you have specifically give us your coset to do so. How log do we keep your persoal data? We will retai your persoal data for a maximum of seve years from the date the isurace relatioship betwee us eds. If we are able to do so, we will delete or aoymise certai areas of your persoal data as soo as that iformatio is o loger required for the purposes for which it was obtaied. Where will your persoal data be processed? Your persoal data may be processed both iside ad outside the Europea Ecoomic Area (EEA). Wheever we trasfer your persoal data outside the EEA to other Alliaz Group compaies, we will do so o the basis of Alliaz s approved bidig corporate rules (BCR). Where Alliaz s BCR do ot apply, we take steps to esure that persoal data trasfers outside the EEA receive a adequate level of protectio. What are your rights i respect of your persoal data? You have certai rights i respect of your persoal data. You ca: - Request access to it ad lear more about how it is processed ad shared; - Request that we restrict ay processig cocerig you, or withdraw your coset where you previously provided this; - Request that we stop processig it, icludig for direct marketig purposes; - Request that we update it or delete it from our records; - Request that we provide it to you or a ew isurer; ad - To file a complait. Automated decisio makig, icludig profilig We carry out automated decisio makig ad/or profilig whe ecessary. How ca you cotact us? If you would like a copy of the iformatio that we hold about you or if you have ay queries about how we use your persoal data, you ca cotact us as follows: By post: Data Protectio Officer, AWP Assistace UK Ltd, 102 George Street, Croydo, CR9 6HD By telephoe: 020 8603 9853 By email: AzPUKDP@alliaz.com 6 7
DEFINITION OF WORDS Whe the followig words ad phrases appear i the policy documet or isurace cofirmatio, they have the meaigs give below. These words are highlighted by the use of bold prit. Accidet A uexpected evet caused by somethig exteral ad visible, which results i physical bodily ijury, leadig to total ad permaet loss of sight, total ad permaet loss of use of a limb or permaet disablemet or death, withi a year of the icidet. Appoited adviser The solicitor or appropriately qualified perso, firm or compay, icludig us, who is chose to act for you i your claim for compesatio. Area of cover You will ot be covered if you travel outside the area you have chose as show o your isurace cofirmatio. Europe UK, the Chael Islads, Isle of Ma, Cotietal Europe, Mediterraea islads, Morocco, Algeria, Tuisia, Libya, Egypt, Turkey, Madeira, Caary Islads, the Azores, the Republic of Irelad, Icelad, Russia, Estoia, Latvia, Lithuaia, Belarus, Ukraie, Moldova ad Georgia. NOTE You will ot be covered if you travel to a coutry where the Foreig ad Commowealth Office has advised agaist travel or all but essetial travel. For further details visit gov.uk/foreig-travel-advice. Chael Islads Jersey, Guersey, Sark, Alderey ad Herm. Couple Two adults who have bee permaetly livig together at the same address for more tha six moths. For aual multi-trip cover each adult ca travel idepedetly. Departure poit The airport, iteratioal trai statio or port where your outward jourey to your destiatio begis, or ay coectig jourey by trai durig your trip ad where your fial jourey back home begis (icludig ay coectig trasport you take later). Doctor A legally qualified doctor holdig the ecessary certificatio i the coutry i which they are curretly practicig, other tha you or a relative. Ecoomic sactio(s) Ay sactio, prohibitio or restrictio uder Uited Natios resolutios or the trade or ecoomic sactios, laws or regulatios of the Europea Uio or Uited Kigdom. These may chage from time to time ad ca iclude prohibitig the trasfer of fuds to a sactioed coutry, freezig the assets of a govermet, the corporate etities ad residets of a sactioed coutry, or freezig the assets of specific idividuals or corporate etities. Excess The deductio we will make from the amout otherwise payable uder this policy for each perso isured, for each sectio, for each claim icidet. For example a couple that both have persoal possessios stole from their bag ad both icur a medical expese durig the same jourey, will have a total of four excesses deducted. Two of these will be for the two claims uder sectio 5 (Possessios) ad two of these will be for the two claims uder sectio 2 (Medical). If you have paid a extra premium for excess waiver, the excess will ot apply. Family Two adults ad all of their depedet childre (icludig foster childre) aged 17 ad uder if i full time educatio. All persos must live at the same address. Each adult ca travel idepedetly, however, all isured childre must travel with at least oe of the isured adults Hazardous activity The followig activities are automatically covered: baaa boatig, cricket, cyclig, deep sea fishig, fell walkig, glacier walkig, golf, hikig, horse ridig (ot competitios, show jumpig, hutig, evetig, polo or rodeo), jet skiig, maratho ruig, moutai bikig, etball, orieteerig, parascedig over water, rigos, ruig, safari trekkig i a vehicle (must be a orgaised tour), scuba divig to a depth of 30 metres (if you hold a certificate of proficiecy or you are divig with a qualified istructor), sorkellig, surfig, swimmig, trekkig, wakeboardig, walkig, water skiig, widsurfig ad zorbig. There is o cover for: ay professioal sportig activity; or ay kid of racig except racig o foot; or ay kid of maual work. We may be able to cover you for other activities that are ot listed. Please cotact Eurostar o 0371 200 2457. A extra premium may eed to be paid. Home Your usual place of residece i the UK, the Chael Islads or the Isle of Ma. Isurer AWP P&C SA. Jourey A trip that takes place durig the period of isurace which begis whe you leave home ad eds whe you get back home or to a hospital or ursig home i your home coutry, whichever is earlier. For sigle trip cover ay other trip which begis after you get back is ot covered. a trip which is booked to last loger tha 185 days is ot covered. For aual multi-trip cover you will oly be covered if you are aged 64 or uder at the date your policy was issued. cover is for short trips of 31 days or less per trip oly. There is absolutely o cover offered by this policy whatsoever for trips which are loger tha the 31 days per trip. This would iclude ot isurig you for ay part of a trip that is loger tha 31 days i duratio. trips withi your home coutry must be for at least 3 days ad: i have pre-booked trasport or accommodatio; or ii be more tha 25 miles from your home (uless it ivolves a sea crossig). you will be covered for takig part i witer sports activities for up to 17 days i total durig the period of isurace. For oe-way trip cover you will oly be covered for a period of 24 hours from whe you leave your home or temporary pre-booked jourey accommodatio to begi your jourey. 8 9
Legal actio Work carried out to support a claim that we have agreed to. This icludes settlemet egotiatios, hearigs i a civil court, arbitratio ad ay appeals resultig from such hearigs other tha a applicatio by you: to the Europea Court of Justice, Europea Court of Huma Rights or similar Iteratioal body; or to eforce a judgmet or legally bidig decisio. Legal costs Fees, costs ad expeses (icludig Value Added Tax or equivalet local goods ad services tax) which we agree to pay for you i coectio with legal actio. Also, ay costs which you are ordered to pay by a court or arbitrator (other tha damages, fies ad pealties) or ay other costs we agree to pay. Pair or set A umber of items of persoal possessios (ot icludig ski equipmet) that belog together or ca be used together. Period of isurace For sigle trip cover Cacellatio cover begis from the issue date show o your isurace cofirmatio ad eds at the begiig of your jourey. The cover for all other sectios starts at the begiig of your jourey ad fiishes at the ed of your jourey. For aual multi-trip cover Cacellatio cover begis o the start date show o your isurace cofirmatio or the date you booked your jourey, whichever is the later ad eds at the begiig of your jourey. The cover for all other sectios starts at the begiig of your jourey ad fiishes at the ed of your jourey. For sigle trip ad aual multi-trip cover All cover eds o the expiry date show o your policy coupo, uless you caot fiish your jourey as plaed because of death, ijury or illess or there is a delay to the public trasport system that caot be avoided. I these circumstaces we will exted cover free of charge util you ca reasoably fiish that jourey. For oe-way trip cover Cacellatio cover begis from the issue date show o your policy schedule ad eds at the begiig of your jourey. The cover for all other sectios starts whe you leave your home or temporary pre-booked jourey accommodatio to begi your jourey, ad fiishes 24 hours later. Persoal moey Cash, cheques, postal ad moey orders, curret postage stamps, travellers cheques, coupos or vouchers which have a moetary value, admissio tickets ad travel tickets, all held for private ad ot busiess purposes. Persoal possessios Each of your suitcases, truks ad similar cotaiers (icludig their cotets) ad articles wor or carried by you (icludig your valuables ad ski equipmet). Redudacy Loss of permaet paid employmet (except volutary redudacy), after a cotiuous workig period of two years with the same employer if you are aged 18 ad over or 65 ad uder. Relative Your mother (i-law), father (i-law), step paret (i-law), sister (i-law), brother (i-law), wife, husbad, so (i-law), daughter (i-law), step child, foster child, gradparet, gradchild, ucle, aut, ephew, iece, cousi, parter (icludig commo law ad civil parterships) or fiacé(e). Residet A perso who has their mai home ad is registered with a doctor i the UK, the Chael Islads or the Isle of Ma ad has ot spet more tha six moths abroad durig the year before the policy was issued. Sigle paret family Oe adult ad all of their depedet childre (icludig foster childre) aged 17 ad uder if i full time educatio. All persos must live at the same address. The adult ca travel idepedetly, however, all isured childre must travel with the isured adult. Ski equipmet This cosists of skis, poles, boots, bidigs, sowboards or ice skates. Ski pack Hired ski equipmet, ski school fees ad lift passes. Travellig compaio Ay perso that has booked to travel with you o your jourey. Uited Kigdom (UK) Eglad, Scotlad, Wales ad Norther Irelad. Valuables Jewellery, watches, items made of or cotaiig precious metals or semi/precious stoes, furs, bioculars, telescopes, computer games, ay kid of photographic, audio, video, computer, televisio, fax ad phoe equipmet (icludig mobile phoes); MP3 players, PDAs, electroic games, TVs ad CDs, mii discs, DVDs, cartridges, video ad audio tapes. We, our, us Alliaz Global Assistace which admiisters the isurace o behalf of the isurer. Witer sports The followig activities are covered if witer sports cover is show o your isurace cofirmatio: Skiig, sowboardig, big-foot skiig, cross coutry skiig, glacier skiig, ice hockey, moo-skiig, sledgig, sow bladig ad toboggaig. Off piste skiig is covered whe you are skiig withi the ski area boudaries of a recogised ski resort ad followig ski patrol guidelies. There is o cover for: Bobsleighig, heli skiig, lugig, ski acrobatics, ski flyig, ski jumpig, ski racig, ski stutig or sow cat skiig. We may be able to cover you for other activities that are ot listed. Please cotact Eurostar o 0371 200 2457. A extra premium may eed to be paid. You, your, perso isured Each perso show o the isurace cofirmatio, for whom the appropriate isurace premium has bee paid. 10 11
24HR EMERGENCY MEDICAL ASSISTANCE Please tell us immediately about ay serious illess or accidet abroad where you have to go ito hospital or you may have to retur home early or exted your stay because of ay illess or ijury. If you are uable to do this because the coditio is life, limb, sight or orga threateig, you should cotact us as soo as you ca. You must also tell us if your medical expeses are over 500. If you are claimig for a mior illess or accidet you should, where possible, pay the costs ad reclaim the moey from us whe you retur. You ca call 24 hours a day 365 days a year or email. From outside your home coutry: Phoe +44 20 8603 9644 Fax +44 20 8603 0204 From withi your home coutry: Phoe 020 8603 9644 Fax 020 8603 0204 email medical@alliaz-assistace.co.uk Please give us your age, policy cofirmatio umber. Say that you are isured with Eurostar Travel Isurace. Below are some of the ways the 24hr medical assistace service ca help. Cofirmatio of paymet We will cotact hospitals or doctors abroad ad guaratee to pay their fees, providig you have a valid claim. Repatriatio If our medical advisers thik it would be i your medical iterests to brig you back to your home or accommodatio i your home coutry, or to a hospital or ursig home i your home coutry, you will ormally be trasferred by regular airlie or road ambulace. Where medically ecessary i very serious or urget cases, we will use a air ambulace. We will cosult the treatig doctor ad our medical advisers first. If you eed to go home early, the treatig doctor must provide a certificate cofirmig that you are fit to travel. Without this the airlie ca refuse to carry ay sick or ijured perso. You ca cotact us at ay time, day or ight. You will be aswered by oe of our experieced assistace co-ordiators who you should give all relevat iformatio to. Please make sure you have details of your policy before you phoe. RECIPROCAL HEALTH ARRANGEMENTS Europea Health Isurace Card (EHIC) The EHIC etitles you to reduced cost, sometimes free, medical treatmet that becomes ecessary while you are i a Europea Ecoomic Area (EEA) coutry or Switzerlad. The EEA cosists of the Europea Uio (EU) coutries plus Icelad, Liechtestei ad Norway. The card gives access to state-provided medical treatmet oly. Remember, this might ot cover all the thigs you would expect to get free of charge from the NHS i the UK. You may have to make a cotributio to the cost of your care. You may apply for a EHIC olie at www.dh.gov.uk/travellers or by callig 0300 330 1350. Applicatio forms are also available from the Post Office. NOTE The EHIC does ot cover the cost of medical treatmet i a private hospital or cliic, the additioal cost of returig to your home coutry or for a relative to stay or fly out to be with you. I a medical emergecy you may have o cotrol over the hospital you are take to or the closest hospital may be private. HEALTH DECLARATION AND HEALTH EXCLUSIONS These apply to the Cacellatio or curtailmet charges, Emergecy medical ad associated expeses ad Persoal accidet sectios. It is very importat that you read the followig carefully as the apply to all people to be covered uder this policy. If at the time of purchasig this isurace or bookig your jourey (whichever is later) you have ay existig medical coditio, you must discuss your travel plas with your doctor. You will ot be covered for ay claims arisig directly or idirectly from a existig medical coditio, uless your doctor ca cofirm i writig that at the time of purchasig the isurace or bookig your jourey (whichever is later) that: you were fit to travel; your coditio(s) were stable ad there was o sig they would get worse; you were ot waitig for treatmet as a hospital i-patiet or outpatiet; you were ot havig or waitig for tests, ivestigatios or results to establish the uderlyig cause of ay udiagosed symptoms; you did ot kow that you would eed medical treatmet or cosultatio at ay medical facility durig your jourey; you were ot travellig specifically for the purpose of obtaiig ad/or receivig ay elective surgery, procedure or hospital treatmet; your medical coditio had ot bee diagosed as beig termial; ad you were ot travellig agaist the advice of a doctor or where you would have bee advised ot to travel if you had asked for their advice before begiig your jourey. Chages i health for aual multi-trip customers If your health chages after takig out this isurace ad the chage meas that your doctor would o loger be able to cofirm all the poits above you ca: make a cacellatio claim for ay joureys booked before the chage i health, or still travel o ay pre-booked joureys or ew jourey bookigs but this policy would ot cover you for ay medical ad associated expeses, cacellatio or curtailmet or persoal accidet claims that are directly or idirectly related to ay of your existig medical coditios, or cacel the policy ad receive a proportioate refud so log as you have ot made a claim or ited to make oe. Aual multi-trip policy reewals At the expiry of your period of isurace, the terms of your cover ad the premium rates may be varied by us. This meas we caot guaratee that we will be able to provide the same terms of cover o your reewed policy or eve reew it at all. If you book a jourey that does ot start util after the expiry date of your policy, you may fid that the cover provided for that jourey will chage whe the policy reews. If you make use of these arragemets or ay other reciprocal health arragemet which reduces your medical expeses, you will ot have to pay a excess. 12 13
NOTE Level of medical cover provided This is ot a private medical isurace policy ad oly gives cover for emergecy medical treatmet i the evet of accidet or uexpected illess occurrig durig your jourey. Idirectly related claims A idirectly related claim meas a medical problem that is more likely to happe because of aother medical problem you already have. Sometimes these coditios ca lead to the developmet of other coditios. For example if you: suffer from asthma, chroic obstructive pulmoary disease or other lug disease, you are more likely to get a chest ifectio. have high blood pressure, high cholesterol or diabetes, you are more likely to have a heart attack or a stroke. have osteoporosis, you are more likely to break or fracture a boe. have or have had cacer, you are more likely to suffer with a secodary cacer. GENERAL EXCLUSIONS The followig exclusios apply to the whole of your policy: We will ot cover you for ay claim arisig from, or cosistig of, the followig: 1 War, ivasio, act of foreig eemy, hostilities (whether war is declared or ot) civil war, civil commotio, rebellio, revolutio, isurrectio, military force, coup d etat, terrorism (this does ot apply to claims made uder Emergecy medical ad associated expeses - Sectio 2 ad Persoal accidet - Sectio 7) or weapos of mass destructio. 2 Ay epidemic or pademic. 3 You ot followig ay advice or recommedatios by the Foreig ad Commowealth Office, World Health Orgaisatio or ay govermet or other official authority. This icludes where certai vacciatios or other prevetative measures (such as malaria tablets) are recommeded. 4 Ay ecoomic sactio which prohibits us, the isurer or members of the Alliaz Group from providig cover uder this policy. 5 Your property beig held, take, destroyed or damaged uder the order of ay govermet or customs officials. 6 Ioisig radiatio or radioactive cotamiatio from uclear fuel or uclear waste or ay risk from uclear equipmet. 7 Ay currecy exchage rate chages. 8 The failure or fear of failure or iability of ay equipmet or ay computer program, whether or ot you ow it, to recogise or to correctly iterpret or process ay date as the true or correct date, or to cotiue to fuctio correctly beyod that date (except uder the Emergecy medical ad associated expeses ad Persoal accidet sectios). 9 You actig i a illegal or malicious way. 10 The effect of your alcohol, solvet or drug depedecy or log term abuse. 11 You beig uder the ifluece of alcohol, of solvets or drugs, or doig aythig as a result of usig these substaces (except drugs prescribed by a doctor but ot for the treatmet of drug or alcohol addictio). 12 You ot ejoyig your jourey or ot watig to travel. 13 Ay loss caused as a direct or idirect result of aythig you are claimig for, for example loss of earigs, uless it says differetly i the policy. 14 14 You ot aswerig accurately ay questio(s) we have asked you at the time of buyig this policy, where your aswer(s) may have affected our decisio to provide you with this policy. CONDITIONS The followig coditios apply to the whole of your policy. Please read these carefully as we ca oly pay your claim if you meet these: 1 You are a residet of the UK, the Chael Islads or the Isle of Ma. 2 You take reasoable care to protect yourself ad your property agaist accidet, ijury, loss ad damage ad act as if you are ot isured ad to miimise ay potetial claim. 3 You have a valid isurace cofirmatio. 4 You accept that we will ot exted the period of isurace: for sigle trip cover if the origial policy plus ay extesios have either eded, bee i force for loger tha 185 days or you kow you will be makig a claim. for aual multi-trip cover beyod the expiry of your policy. 5 You cotact us as soo as possible with full details of aythig which may result i a claim ad give us all the iformatio we ask for. Please see sectio Makig a claim o pages 16-18 for more iformatio. 6 You accept that o alteratios ca be made to the terms ad coditios of the policy, uless we cofirm them i writig to you. 7 For aual multi-trip cover, you are ot aged 65 or over at the date your policy was issued. We have the right to do the followig 1 Cacel the policy if you tell us somethig that is ot true, which iflueces our decisio as to whether cover ca be offered or ot. 2 Cacel the policy ad make o paymet if you, or ayoe actig for you, make a claim uder this policy kowig it to be dishoest, itetioally exaggerated or fraudulet i ay way, or if you give a false declaratio or deliberate mis-statemet whe applyig for this isurace or supportig your claim. We may i these istaces report the matter to the police. 3 Oly cover you for the whole of your jourey ad ot issue a policy if you have started your jourey. 4 Take over ad deal with, i your ame, ay claim you make uder this policy. 5 Take legal actio i your ame (but at our expese) ad ask you to give us details ad fill i ay forms (icludig Departmet for Work ad Pesios forms), which will help us to recover ay paymet we have made uder this policy. 6 With your or your Persoal Represetative s permissio, get iformatio from your medical records to help us or our represetatives deal with ay claim. This could iclude a request for you to be medically examied or for a postmortem to be carried out i the evet of your death. We will ot give persoal iformatio about you to ay other orgaisatio without your specific agreemet. 7 Sed you home at ay time durig your jourey if you are take ill or ijured. We will oly do this if the doctor treatig you ad our medical advisers agree. If there is a dispute, we will ask for a idepedet medical opiio. 8 Not accept liability for costs icurred for repatriatio or treatmet if you refuse to follow advice from the treatig doctor ad our medical advisers. 9 Oly refud or trasfer your premium if you decide that the policy does ot meet your eeds ad you have cotacted us withi 14 days from the date you receive your policy ad isurace cofirmatio. We ca recover all costs that you have used if you have travelled or made a claim or ited to make a claim. 15
10 Not to pay ay claim o this policy (except uder the Persoal accidet sectio) for ay amouts covered by aother isurace or by ayoe or aywhere else, for example ay amouts you ca get back from private health isurace, ay reciprocal health agreemets, trasport or accommodatio provider, home cotets isurer or ay other claim amout recovered by you. I these circumstaces we will oly pay our share of the claim. 11 If you cacel or cut short your jourey for ay reaso other tha those specified i sectio 1 of this policy: All cover provided o your sigle trip or oe-way trip policy will be cacelled without refudig your premium. All cover provided o your aual multi-trip policy for that jourey will be cacelled without refudig your premium. 12 Ask you to pay us back ay amouts that we have paid to you which are ot covered by this policy. MAKING A CLAIM To claim, please visit the website www.azgatravelclaims.com. This will lead you to our olie claims otificatio service where claim forms ca be obtaied immediately via email or by dowloadig directly from the site. Alteratively, Phoe: 020 8603 9643 ad ask for a claim form or Write: Alliaz Global Assistace Travel Isurace Claims Departmet, PO Box 451, Feltham, TW13 9EE or Email: travel.claims@alliaz-assistace.co.uk You should fill i the form ad sed it to us as soo as possible with all the iformatio ad documets we ask for. It is essetial that you provide us with as much detail as possible, to eable us to hadle your claim quickly. Please keep photocopies of all iformatio you sed us. You may eed to obtai some iformatio about your claim while you are away. Below is a list of the documets we ofte eed i order to deal with your claim. For all claims Your origial jourey bookig ivoice(s) ad travel documets showig the dates ad times of travel. Origial receipts ad accouts for all out-of pocket expeses you have to pay. Origial bills or ivoices you are asked to pay. Details of ay other isurace you may have that may cover the same loss, such as household or private medical. As much evidece as possible to support your claim. Cacellatio or curtailmet If you eed to curtail your jourey call withi your home coutry 020 8603 9644, outside your home coutry +44 20 8603 9644, immediately to get our prior agreemet. Origial cacellatio ivoice(s) detailig all cacellatio charges icurred. For claims relatig to illess or ijury a medical certificate will eed to be completed by the treatig doctor. A certified copy of the death certificate is required i the evet of death. If your claim results from ay other circumstaces, please provide evidece of these circumstaces Medical expeses Always cotact our 24-hour emergecy medical service whe you are hospitalised, require repatriatio or where medical fees are likely to exceed 500. Medical evidece from the treatig doctor to cofirm the illess or ijury ad treatmet give icludig hospital admissio ad discharge dates, if this applies. If you are advised by a doctor at your resort that you caot go o your pre-booked excursios because of medical reasos, you should 16 obtai a medical certificate from them cofirmig this. If your passport is lost, stole or destroyed A receipt from the Cosulate cofirmig the cost of the replacemet passport ad a writte report from the police if your passport is stole. Persoal possessios ad Persoal moey Report the theft, damage or loss to the police withi 24 hours of discovery ad ask them for a writte police report. If appropriate, you should also report the theft, damage or loss to your courier or hotel/apartmet maager ad ask for a writte report. Origial receipts, vouchers or other suitable evidece of purchase/ owership/value for lost, stole or damaged persoal possessios. Cofirmatio, such as foreig exchage receipts ad withdrawal slips, from your bak or bureau de chage for issuig foreig currecy, or suitable evidece for Sterlig. Keep ay damaged items as we may eed to ispect them. If we make a paymet, or we replace a item, the item will the belog to us. Obtai a estimate for repair for all damaged items. For loss or damage i trasit claims, icludig delayed possessios Please obtai a Property Irregularity Report (PIR) from the airlie or a carrier s report from the rail compay, shippig lie or their hadlig aget. This should be doe withi 7 days of the delay/loss / damage. You have 21 days to write to the airlie cofirmig details of essetial replacemet items purchased. Persoal accidet Detailed accout of the circumstaces surroudig the evet, icludig photographs ad video evidece (if this applies). Medical evidece from the treatig doctor to cofirm the extet of the ijury ad treatmet give, icludig hospital admissio/ discharge. Full details of ay witesses, providig writte statemets where available. A certified copy of the death certificate if this applies. Missed departure Detailed accout of the circumstaces causig you to miss your departure together with supportig evidece from the public trasport provider or accidet/breakdow authority attedig the private vehicle you were travellig i. Delayed departure Writte cofirmatio from the airlie, rail compay, shippig lie or their hadlig aget of the scheduled ad actual departure times ad why the departure was delayed. Persoal liability A detailed accout of the circumstaces surroudig the claim, icludig photographs ad video evidece (if this applies). Ay writ, summos or other correspodece received from ay third party. Please ote that you should ot admit liability, offer to make ay paymet or correspod with ay third party without our writte coset. Full details of ay witesses, providig writte statemets where available. Legal expeses Detailed accout of the circumstaces surroudig the evet, icludig photographs ad video evidece (if this applies) withi 90 days of the evet causig your claim. Ay writ, summos or other correspodece received from ay third party. Please ote that you should ot reply to ay correspodece from a third party without our writte coset. Full details of ay witesses, providig writte statemets where available. 17
Witer sports cover Ski pack N Medical evidece from the treatig doctor to cofirm the illess or ijury ad treatmet give icludig hospital admissio/discharge if this applies. N If you are advised by a doctor at your resort that you caot take part i your pre-booked ski activities because of medical reasos, you should obtai a medical certificate from them cofirmig this. Ski equipmet N All appropriate evidece requested uder the headig Persoal possessios ad persoal moey. N All hire receipts ad luggage labels/tags. N A writte report from your airlie or other carrier if your ski equipmet is delayed or misdirected. Piste closure N Writte cofirmatio from your tour operator, relevat local authority or ski lift operator cofirmig the reaso for the closure ad duratio. Avalache/ladslide closure N Writte cofirmatio from your tour operator or the appropriate local authority cofirmig the locatio ad duratio of the avalache. Extra expeses refud N Writte cofirmatio from Eurostar detailig the service you were meat to be travellig o was delayed or cacelled ad the reaso for that delay or cacellatio. MAKING A COMPLAINT We aim to provide you with a first class service. However there may be times whe you feel we have ot doe so. If this is the case, please tell us about it so that we ca do our best to solve the problem. If you make a complait your legal rights will ot be affected. I the first istace, please write to: Customer Service, Alliaz Global Assistace, 102 George Street, Croydo, CR9 6HD. Telephoe 020 8603 9853. Email customersupport@alliaz-assistace.co.uk Please supply us with your ame, address, isurace cofirmatio umber ad claim umber where applicable ad eclose copies of relevat correspodece as this will help us to deal with your complait, i the shortest possible time. If you are ot satisfied with our fial respose you ca refer the matter to the Fiacial Ombudsma Service for idepedet arbitratio. Visit www.fiacial-ombudsma.org.uk write to Fiacial Ombudsma Service, Exchage Tower, Lodo E14 9SR call 0800 023 4567 or 0300 123 9 123 email complait.ifo@fiacial-ombudsma.org.uk CANCELLATION OR CURTAILMENT CHARGES - SECTION 1 If you thik you may have to cut your jourey short (curtail), we must be told immediately - see uder the headig 24-hour Emergecy medical assistace o page 12 for more iformatio. We will pay up to 5,000 i total (this icludes up to 200 i total for excursios) for your part of uused persoal accommodatio, trasport charges ad extra travel expeses which have bee paid or where there is a cotract to pay that caot be recovered from aywhere else. We will provide this cover i the followig ecessary ad uavoidable circumstaces. Cacellatio If you cacel your jourey before it begis because oe of the followig happes: The death, serious ijury or serious illess of you, someoe you were goig to stay with, a travellig compaio or a relative of you or a travellig compaio. You or a travellig compaio is called for jury service i your home coutry or as a witess i a court i your home coutry. You or a travellig compaio is eeded by the police followig a burglary, or damage caused by serious fire, storm, flood, explosio, subsidece, vadalism, falle trees, impact by aircraft or vehicle at your home or their home or usual place of busiess i your home coutry. Your redudacy. Curtailmet You cut your jourey short (curtail) after it has begu because of oe of the followig. Aythig metioed i Cacellatio except redudacy. You are ijured or ill ad are i hospital for the rest of your jourey. NOTE We will calculate curtailmet claims from the date it is ecessary for you to retur to your home coutry or the date you are hospitalised as a i-patiet, for the rest of your jourey. We will pay uused persoal accommodatio ad other travel expeses based o each 24-hour period you have lost. If you eed to be repatriated, we will ot refud the cost of your uused retur travel tickets. We will put the value of these tickets towards the extra trasport costs we have to pay. 18 19
Uder Cacellatio, Curtailmet ad Replacemet Persoel A excess of 50 ( 15 for deposit oly claims). Ay coditio stated uder the Health Declaratio o pages 13-14. Aythig the compay providig your trasport or accommodatio, their agets, ay perso actig for you or your coferece orgaiser is resposible for. Bookig, credit card ad o-sterlig trasactio fees. The cost of Airport Departure Duty/Tax recoverable from elsewhere. Admiistratio costs charged by your travel, accommodatio or other provider to process a refud as a result of cacellig all or part of your bookig (icludig obtaiig Airport Departure Duty/Tax refuds).more tha the lowest market value of equivalet accommodatio, trasport charges ad other travel expeses, if paymet was made usig frequet flyer poits, airmiles, loyalty card poits, redeemable vouchers or aother similar scheme. Aythig caused by: you ot havig the correct passport or visa; your carriers refusal to allow you to travel for whatever reaso; ay restrictio caused by the law of ay coutry or people eforcig these laws; bakruptcy or liquidatio of the compay providig your trasport or accommodatio, their agets or ay perso actig for you; your vehicle beig stole or breakig dow; you ot watig to travel or ot ejoyig your jourey; riot, civil commotio, strike or lock-out; you travellig i a aircraft (except as a passeger i a fully -licesed, passeger carryig aircraft); your suicide, self-ijury or deliberately puttig yourself at risk (uless you were tryig to save aother perso s life) for example swimmig while uder the ifluece of alcohol or climbig from oe balcoy to aother; the death of ay pet or aimal; the withdrawal from service of a aircraft, cross-chael trai or sea vessel (temporarily or permaetly), o which you are booked to travel, by the carrier or o the recommedatio or order of ay govermet, civil aviatio authority, port authority, rail authority or other similar authority i ay coutry. Uder Cacellatio Ay extra cacellatio charges, because you did ot tell the compay providig your trasport or accommodatio, their agets or ay perso actig for you, as soo as you kew you had to cacel. Fiacial circumstaces or uemploymet, except caused by redudacy which you fid out about after the date your policy or travel tickets for your jourey were bought (whichever is the later). Uder Curtailmet Cuttig short your jourey uless we have agreed. Ay costs whe you do ot get a medical certificate (from the doctor who treated you i the place where you were stayig) which says it was ecessary for you to retur home because of death, ijury or illess. Our medical advisers must have agreed with the reaso ad that you were fit to travel. The cost of ay of your remaiig pre-booked tickets if you have ot used them ad we have paid extra trasport costs for you to retur to your home coutry earlier tha plaed. You travellig o a motorcycle, uless the rider holds a valid UK motorcycle licece ad all persos isured are wearig crash helmets. Aythig caused by you takig part i a hazardous activity or witer sports uless show o your isurace cofirmatio. Please refer to sectios Geeral exclusios, Coditios ad Makig 20 EMERGENCY MEDICAL AND ASSOCIATED EXPENSES - SECTION 2 If you are take ito hospital or you thik you may have to come home early or exted your jourey because of illess, ijury or accidet, or if your medical expeses are over 500 we must be told immediately - see uder the headig: 24-hour Emergecy medical assistace o page 12 for more iformatio. We will pay you or your persoal represetatives for the followig ecessary ad uforesee emergecy expeses if you die, are ijured, have a accidet or are take ill durig your jourey. Up to 5 millio for reasoable fees or charges you icur outside your home coutry: Treatmet Medical, surgical, medicatio costs, hospital, ursig home or ursig services. Repatriatio Your repatriatio to your home coutry if medically ecessary. Trasport ad accommodatio Reasoable extra trasport ad accommodatio costs for you ad ay oe other perso who stays or travels with you or to you from your home coutry o medical advice. Fueral expeses The reasoable cost of trasportig your body or ashes to your home or we will pay up to 1,500 for your fueral expeses, i the place where you die outside your home coutry. Search ad rescue Moutai search ad rescue services whe deemed medically ecessary. We will also pay: I-patiet beefit 25 for each 24-hour period that you are i hospital as a i-patiet up to 1,000 i total durig the jourey as well as ay fees or charges paid uder Treatmet. Detal Up to 200 for emergecy detal treatmet to relieve sudde pai. Excursios Up to 200 i total for your excursios that have bee paid for before your jourey bega ad that caot be recovered from aywhere else, if you get writte advice from a doctor that you caot go o them, because of a ijury or illess durig your jourey. Uder all cover except I-patiet beefit ad excursios A excess of 50, uless your claim is reduced because you used a Europea Health Isurace Card or ay other reciprocal health arragemet (see Reciprocal health arragemets o page 12 for more iformatio. The cost of replacig ay medicatio you were usig whe you bega your jourey. 21