Top 10 most asked questions
1. How can I get cover for my medical conditions?
When you get a quote you will be asked to declare your pre-existing medical conditions and answer some questions about them.
Based on the information provided the quote will include cover for your medical conditions. This will be confirmed to you during the quote process.
Please note that in some circumstances it may not be possible to offer cover.
2. My health has changed since I bought my policy. What do I do?
To tell us about a change in an existing medical condition, or a new medical condition please call us on 0345 373 0253.
3. How can I change the dates on my policy?
To change the dates on your policy please call us on 0345 373 0253.
4. How do I make a claim?
If you are overseas and require emergency assistance, please call the 24 hour Medical Emergency Assistance Company. If you have a cancellation claim, or have returned from holiday and have a non-emergency claim, please contact the Claims Handler.
5. What cover do you offer for COVID-19?
We are pleased to offer cover as standard if you fall ill with COVID-19. Full information is available here.
6. How can I get cover for a cruise holiday?
Cover for a cruise holiday is included as standard on Explorer single trip and annual multi trip policies. There is also the option to add extra cruise related cover when you get a quote.
7. What is a policy excess and can it be removed?
The excess is the first part of a claim that you are responsible for.
For example, if you made a claim for £1,000 and the excess was £100, you would receive a payment of £900. Similarly, if the claim was for an amount less than £100 then you would pay all of that yourself.
You can choose to add the "Excess waiver" optional extra when you get a quote, which removes the excess and means that you would then receive payment without any deduction if you made a claim.
8. I bought an Explorer policy; where is my confirmation email?
Please check your junk or spam folder if you have not received your policy confirmation email within 15 minutes of buying a policy.
If you still cannot find it, please email us with your name, address and date of birth and we will happily send it to you again.
9. Do you cover gadgets?
Yes, cover for mobile phones, tablets and other gadgets is included as standard on all Explorer policies.
10. My holiday/flight has been cancelled. Can I make a claim?
Your Explorer policy provides cover if you cannot travel due to health reasons, and have to cancel the holiday yourself; not if the trip has been cancelled by a travel provider.
If a tour operator, airline, or travel company cancel your trip or flight for any reason then it is their responsibility to either offer you alternative arrangements or provide a refund. In the first instance, you should contact your travel provider and ask them to resolve the situation.
I hope this information is helpful, but if you have any questions feel free to contact me
