Travel Insurance Policy · While travelling Your Travel Assistant will also be able to help You while You are on a Trip by giving advice and guidance: on how to replace lost or stolen

Important. Please read this carefully and keep it safe.

Travel InsurancePolicy

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Contents

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Assistance before and while you’re away . . . . 3

Definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Important information about your policy . . . . . 8

Period of insurance . . . . . . . . . . . . . . . . . . . . 11

Reciprocal health agreements . . . . . . . . . . . . 12

Medical warranty and General warranty . . . . 13

Leisure activities. . . . . . . . . . . . . . . . . . . . . . . 14

Winter sports activities . . . . . . . . . . . . . . . . . 15

Summary of cover - limits and excesses. . . . . 16

Section A Cancellation charges. . . . . . . . . . . . . . . . . . . 18

Section B Emergency medical and

associated expenses . . . . . . . . . . . . . . . . . . . 19

Section C Hospital benefit . . . . . . . . . . . . . . . . . . . . . . 20

Section D Abandonment . . . . . . . . . . . . . . . . . . . . . . . 22

Section E Personal Accident . . . . . . . . . . . . . . . . . . . . . 24

Section F Personal liability . . . . . . . . . . . . . . . . . . . . . . 25

Section G Delayed departure . . . . . . . . . . . . . . . . . . . . 26

Section H Missed departure . . . . . . . . . . . . . . . . . . . . . 27

Section I Legal expenses and advice . . . . . . . . . . . . . . 28

Section J Hijack and mugging . . . . . . . . . . . . . . . . . . . 30

Section K Pet care . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Section L Loss of passport . . . . . . . . . . . . . . . . . . . . . . 31

Section M Personal Money . . . . . . . . . . . . . . . . . . . . . . 31

Section N Delayed baggage . . . . . . . . . . . . . . . . . . . . . 32

Section O Baggage (optional) . . . . . . . . . . . . . . . . . . . . 32

Sections P-T Winter sports cover (optional) . . . . . . . . . . . . 33

Section U Extended golfing cover (optional) . . . . . . . . . 36

Section V Hazardous activities cover (optional) . . . . . . . 38

General exclusions which apply to

the whole policy . . . . . . . . . . . . . . . . . . . . . . 40

General conditions which apply to

the whole policy and Fraud. . . . . . . . . . . . . . 41

Complaints procedure. . . . . . . . . . . . . . . . . . 42

Financial Services Compensation Scheme . . . 42

Personal information. . . . . . . . . . . . . . . . . . . 43

1

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Welcome to AvivaTravel Insurance

Travel Insurance Helplines

Your Travel Insurance Policy includes 24 hour assistance for the following:

Worldwide Medical EmergencyAssistance Service

Travel Claims Service

Travel Assistant

UK Traffic Information

Please fill in the detailson the back of yourcard and make sureyou take it with youwhen you travel. It carries the telephonenumbers you will needin an emergency.

Medical and other emergencies (+44) 1738 635 566Travel Assistant 01603 208 076Claims Line UK 0800 015 1091Claims Line Abroad (+44) 1603 208 073

Live UK traffic and travel information – just dial 1745 from your Vodafone, O2 or Orange mobile phone. Your network tariffs apply

Travel insurance helplines


Assistance before and while you’re away

3

Assistance before and while you’re away

www.fco.gov.uk/travel

As a partner in the Know Before You Gocampaign, We are working with theForeign and Commonwealth Office (FCO)to help British travellers stay safe overseas.

Before You go overseas check out the FCOwebsite at www.fco.gov.uk/travel, it ispacked with essential travel advice and tipsplus up-to-date information aboutdifferent countries.

Contact the FCO on 0845 850 2829

We are not responsible for the content ofother websites.

Making a claim - Telephone Contact Points

Medical and other emergencies:Please call our 24 hour helpline on (+44) 1738 635 566.

Legal expenses:Please call us on 01603 208 447.

Other claims:Please call us on 0800 015 1091 when you return to the UK or (+44) 1603 208 073 from abroad.

For our joint protection telephonecalls may be recorded and/ormonitored.


Travel Assistant

Travel Assistant is a helpline service thathelps You sort out all kinds of travelproblems. Before You go, and while Youare away, Travel Assistant can help Youwith a wide range of travel advice, frominformation on the country or countriesYou are visiting to sorting out emergenciesabroad.

The Travel Assistant helpline service isavailable 24 hours a day.

Advice before you travel

The Travel Assistant helpline service willgive You advice on:

any visa and entry permits You may need;

any necessary vaccination andinoculation requirements, and whereYou can get them done;

what You should take with Youregarding first aid and health;

what currencies and travellers’cheques to take with You, and whatthe current exchange rates are; and

the languages spoken, the time zonesand details of countries You plan to visit.

While travelling

Your Travel Assistant will also be able tohelp You while You are on a Trip by givingadvice and guidance:

on how to replace lost or stolenpassports, driving licences, air tickets,or other travel documents;

on how to trace Your luggage withthe airline operator if it is delayed or lost;

on why, how, where and when Youshould contact local Embassies orConsulates;

on how and where to cancel Yourcredit cards if they are lost or stolen;

on how to transfer money out to Youif You need it; and

to relatives, friends or employers ifYou are unfortunate enough to gointo hospital.


Other emergency services whiletravelling

A ‘phone home’ service if there is an emergency.

A translation and interpretationservice if You need it.

Note: There may be charges for someservices and You will have to pay these,together with travel costs resulting fromthe advice You are given.

To use the Travel Assistant service,please call 01603 208 076 or(+44) 1738 635 566 from abroad.Please do not call this number for policy queries or changes.

5Assistance before and while you’re away

Live UK traffic and travel information

Just dial 1745 from your Vodafone, O2 orOrange mobile phone and you’ll haveinstant access to up-to-the-minute trafficinformation on over 8,000 miles of theUK’s motorways and major trunk roads.Your network tariffs apply.


Definitions

The words or phrases below have thefollowing meanings wherever they appear inthis policy booklet:

Abandon / AbandonmentReturning Home (including being repatriatedby Us to a hospital in the UK) before thescheduled return date or being an in-patientin a hospital during Your Trip (Note: Youmust have been an in-patient for more than24 hours).

Close Business AssociateSomeone You work with in the UK who hasto be in work in order for You to be able togo on or continue a Trip. A senior manageror director of the business must confirm this.

Close RelativeYour mother, father, sister, brother,marital/civil partner or partner who lives withYou, fiancé(e), daughter, son, grandparent,grandchild, parent-in-law, daughter-in-law,son-in-law, sister-in-law, brother-in-law, step-parent, step-child, step-sister, step-brother,aunt, uncle, cousin, nephew, niece, legalguardian or foster child.

DoctorA registered practising member of themedical profession who is not related to Youor anyone You are travelling with.

Excess / ExcessesThe amounts You will have to pay towardsany claim. This applies to each claim perInsured Person per section, if applicable.

HomeYour home address in the UK.

Loss of One or More LimbsLoss of Your hand or foot at or above thewrist or ankle, or the total and permanentloss of use of Your entire hand, arm, foot or leg.

Permanent Total DisablementA permanent and total disability that meansYou cannot do any kind of job.

Personal MoneyCash (including foreign currency), travellers’ cheques, non-refundable pre-paid tickets, travel tickets, hotelvouchers, passport and driving licence.

Pre-booked Holiday AccommodationA commercially run premises where a fee ischarged, which has been booked prior tothe departure date of Your Trip (notincluding residential homes belonging tofamily or friends).

Total Loss of SightComplete and permanent loss of sight.

Travelling CompanionA person You travel with, without whomYou cannot make or continue Your Trip.

Trip(s)A holiday or business trip (clerical oradministrative tasks only) outside the UK, ora holiday within the UK, which includes 2 ormore consecutive nights stay in Pre-booked Holiday Accommodation.


7Definitions

UKEngland, Scotland, Wales and NorthernIreland; also included in Our UK definitionare the Channel Islands and the Isle of Man.

UnattendedWhere You are not in full view of or in aposition to prevent unauthorised taking ofYour property unless it is in a locked room,safe, in a locked boot of a locked vehicle orin the luggage space at the back of a lockedestate car or locked hatchback under a topcover and out of view.

ValuablesJewellery, antiques, gold, silver, preciousmetal or precious stone items, watches, furs,binoculars, telescopes, games consoles andequipment, mobile phones and audio, audiovisual, photographic, video camera,computer and television equipment.

We, Us, Our, AvivaAviva Insurance UK Limited.

Winter Sports EquipmentSkis, snowboard, boots, bindings or poles.

You, Your, Yourself, Insured Person(s)The person or people named on Your policyschedule.


Important information about your policy

This is Your Aviva Travel Insurance Policy. This policy booklet and Your policy scheduleform the contract of insurance and give You full details of what is covered, what is notcovered and the conditions of cover. Please read them carefully, keep them in a safe placeand take them with You when You travel.

Important information

Please read this information carefully.

We will only cover Insured Persons if:

1 Their main Home is in the UK and theyare registered with a UK Doctor.

2 The journey is a round Trip, beginningand ending in the UK, and is either:

a) a holiday outside the UK; or

b) a business trip outside the UK(business travel is only covered ifshown on Your policy schedule); or

c) a holiday within the UK, whichincludes at least 2 consecutivenights stay in Pre-booked HolidayAccommodation.

Health

It is very important that You read theMedical warranty on page 13. This appliesto all Insured Persons and anyone elseupon whose good health Your Tripdepends, whether travelling or not.

Your cancellation rights

You have the statutory right to cancel Yourpolicy within 14 days either from the dayof purchase or renewal of the policy or theday on which you receive your policy orrenewal documentation, whichever is thelater.

If you wish to do so you will be entitled to afull refund of the premium paid provided youhave not travelled, and there has been noclaim or incident likely to give rise to a claim.

To exercise your right to cancel, pleasecontact Your insurance adviser at theaddress shown on Your policy schedule.

If You do not exercise Your right to cancelYour policy, it will continue in force andYou will be required to pay the premium.

For your cancellation rights outside thestatutory cooling off period, please refer tothe General Conditions section of Yourpolicy booklet.

Additional covers -Refund of Premiums

If you have purchased additional coveroptions with this policy, a refund may notbe available on those additional covers ifthey are subsequently removed after thestatutory cancellation period.


Children

Insured Persons under 16 years of age willonly be covered when they are travelling withan adult named on Your policy schedule.

Policy limits

Each section of Your policy has a limit onthe amount We will pay under that section.Some sections also include other specificlimits, for example, for any one item orlimits for Valuables in total. Check Yourpolicy cover is adequate if You want totake expensive items away with You.

Excess

You may have to pay an amount towardsYour claim, this is called the Excess and will beshown in the relevant section of Your policy.

Reasonable care

You need to take reasonable care toprotect Yourself and Your property, as Youwould if You were not insured.

Leisure and hazardous activities

You are automatically covered for claimsarising from Your participation in the leisureactivities listed on page 14.

We may be prepared to cover Yourparticipation in hazardous activities, whichare detailed on pages 38 and 39. If thepolicy is extended the level of coverapplicable will be shown on Your policy schedule.

Motorcycling

Your policy provides cover for motorcyclingas a rider or passenger on a machine

125cc or under so long as You wear acrash helmet and, as a rider, You hold a full UK motorcycle licence. No cover existsfor motorcycling as a rider or passenger ona machine over 125cc. No personal liability cover exists under this policy formotorcycling.

Choice of law

The law of England and Wales will apply to this contract unless:

You and the insurer agree otherwise; or

at the date of the contract You are aresident of (or, in the case of abusiness, the registered office orprincipal place of business is situatedin) Scotland, Northern Ireland, theChannel Islands or the Isle of Man, inwhich case (in the absence ofagreement to the contrary) the law ofthat country will apply.

Use of language

Unless otherwise agreed, the contractualterms and conditions and other informationrelating to this contract will be in English.

Please make sure that You read Your policycarefully. You may not receive any cover orcover may be reduced if You do not keepto the policy conditions.

Customers with Disabilities

This policy and other associateddocumentation is also available in largeprint, audio and Braille. If you require anyof these formats please contact yourinsurance advisor.

9Important information about your policy


24-hour worldwide Medical EmergencyAssistance Service

The cost of the Medical EmergencyAssistance Service will be met under thisinsurance. The service will be governed bythe terms, conditions and exclusions in thisTravel Insurance Policy and will beoperated by Our appointed MedicalEmergency Assistance provider.

If You need help, please phone(+44) 1738 635 566 or fax (+44) 1603 208 075

An experienced Medical EmergencyAssistance co-ordinator will deal with Yourenquiry and make sure that:

where necessary, hospitals arecontacted

necessary medical fees areguaranteed; and

medical advisers are consulted.

If any illness or injury means that You needto go into hospital as an in-patient, it isvery important that You contact thehelpline before You make any admissionarrangements. If this is not possiblebecause the condition is serious, You mustcontact the helpline as soon as possibleafter You go into hospital.

If You need to return to the UK for anyreason, it is also important that Youcontact the helpline before You make anyreturn journey arrangements.

It may affect Your claim if You do notcontact the Medical Emergency AssistanceService helpline.

What is not covered

1 This is not a general health insurancepolicy. It only covers You if there is asudden and unexpected accident or ifYou become ill. It does not cover non-emergency treatment.

2 We do not cover any payment, whichYou would normally have made duringYour travels and/or which does not fallwithin the events insured under theterms of this policy.


Cover will only apply for Trips which beginafter the effective date of Your policy.Please check Your policy schedule to seewhat type of policy You have.

Single Trip policies

Cancellation cover under this policy beginsfrom the date the policy and policyschedule are issued and ends at thebeginning of Your Trip. Cover under allother sections applies for the duration ofYour Trip as shown on Your policyschedule. In addition, You will also becovered while travelling to Your UKdeparture point and returning from YourUK arrival point (or to and from Your UKholiday destination), so long as eachjourney does not take more than 36 hours.

Annual Multi-trip policies

Cancellation cover under this policy beginsfrom the start date of the period ofinsurance shown on Your policy scheduleor the date of booking each Trip(whichever is later) and ends at thebeginning of each Trip. Cover under allother sections applies for the duration ofeach Trip so long as You do not exceedYour chosen limit of days as shown onYour policy schedule. In addition, You willalso be covered while travelling to Your UKdeparture point and returning from YourUK arrival point (or to and from Your UKholiday destination), so long as eachjourney does not take more than 36 hours.

We will cover Trips booked during a periodof insurance and continuing into the nextperiod of insurance if Your contract hasbeen renewed and is still in force at thetime of the incident resulting in a claim.

Automatic extension of the period ofinsurance

If You cannot get Home before Your coverends, Your policy will remain in forcewithout any extra premium as follows:

Up to 14 days if any vehicle, vessel,train or aircraft in which You aretravelling as a ticket-holding passengeris delayed

or

Up to 30 days if You cannot returnHome due to Your accidental injury orillness or quarantine.

We will also continue to pay for medicaltreatment under the Emergency medicaland associated expenses section for thisperiod or any extended period that isconsidered medically necessary by OurMedical Emergency Assistance provider.

11Period of insurance

Period of insurance


European Union

If You are travelling to countries in theEuropean Union, Iceland, Liechtenstein,Norway or Switzerland We stronglyrecommend that You take a EuropeanHealth Insurance Card (EHIC) with You.Application forms can be obtained fromthe post office or online and should becompleted and validated before You travel.This will allow You to benefit from thereciprocal health arrangements, whichexist with these countries. You should takereasonable steps to use thesearrangements where possible.

Australia

If You require medical treatment inAustralia You must enroll with a localMedicare office. You do not need to enrollon arrival but You must do this after thefirst occasion You receive treatment.In-patient and out-patient treatment at a public hospital is then available free ofcharge. Details of how to enroll and thefree treatment available can be found in the ‘Health Advice for Travellers’ leaflet which can be obtained from thepost office.

Reciprocal health agreements


Medical warranty

1 At the time of buying or renewing Yourpolicy or when booking a Trip(whichever is later), each Insured Personmust guarantee the following:

a) You have told Us if You havereceived advice, medication ortreatment for any serious, chronic orrecurring illness, injury or disease inthe last 12 months

b) You have told Us if You are underinvestigation or awaiting results forany diagnosed or undiagnosedmedical condition

c) You have told Us if You are on awaiting list for, or are aware of theneed for, in-patient treatment forany diagnosed or undiagnosedmedical condition

d) You are not travelling against YourUK Doctor’s advice

e) You have told Us if any CloseRelative, Close Business Associate,Travelling Companion or person Youplan to stay with (and upon whosegood health Your Trip depends) hasa serious, chronic or recurring illness,injury or disease which could havean affect on Your decision to take orcontinue Your Trip

f) You have told Us if You have aterminal illness.

2 If, between booking a Trip and thedeparture date or the renewal date(whichever is sooner) You receivemedical advice for a potentially seriousillness or injury Your policy will coverYou for cancellation of Your Trip.However if You still wish to travel Wewill advise You if You will be covered forEmergency medical and associatedexpenses, Hospital benefit orAbandonment claims relating to thiscondition.

3 If, between booking a Trip and thedeparture date or the renewal date(whichever is sooner) anyone uponwhose good health Your Trip depends,such as a Close Relative or YourTravelling Companion, receives medicaladvice for a potentially serious illness orinjury Your policy will cover You forcancellation of Your Trip. However ifYou still wish to travel We will adviseYou if You will be covered forAbandonment claims relating to thiscondition.

General warranty

At the time of buying or renewing Yourpolicy or when booking a Trip (whichever islater), each Insured Person must guaranteethat they have told Us of any non-medicalreason why the proposed Trip could becancelled or Abandoned.

If You cannot guarantee the above Youmust contact Your insurance adviser.

13Medical warranty and General warranty

Medical warranty and General warrantyPlease read this carefully as it may affect Your cover.


Archery (under supervision)

Badminton

Beach cricket, football and volleyball

Body boarding †

Bowls

Canoeing, kayaking and rafting (grades 1 & 2 only)

Clay-pigeon shooting (under supervision)

Curling

Cycling (no BMX, mountain biking or racing)

Dinghy sailing (inland or coastal waters only and no racing) †*

Fell walking

Fencing (protective gear must be worn)

Fishing (no deep sea fishing)

Go karting (crash helmet must be worn) †

Golf

Hiking (up to 2000 metres altitude)

Hill walking (up to 2000 metres altitude)

Horse riding/hacking (no hunting, jumping or polo)

Hot air ballooning (passenger only and organisedthrough Your tour operator)

Ice skating (no hockey or speed skating)

Jet skiing †

Motorcycling up to 125cc † (see Important information)

Parascending (over water)

Pony trekking

Racquetball

Rambling (up to 2000 metres altitude)

Roller blading or skating (protective gear must be worn)

Rounders

Rowing (inland waters only)

Safari (camera only and organised through Your touroperator)

Sail boarding †

Snorkelling

Squash

Surfing †

Swimming

Table tennis

Tennis

Trampolining

Trekking (up to 2000 metres altitude)

Tug of war

Water polo

Water skiing †

Wind surfing †

Yachting (inland or coastal waters only and no racing) †*

† No Personal liability cover

* Coastal waters are defined as within a 5 mile limitof the coastline for dinghy sailing and within a12 mile limit for yachting

Important notes

If You take part in a leisure activity that isnot listed above cover will be excluded,unless You have extended Your policy toinclude cover for additional activities, see the Hazardous activities section onpages 38 and 39.

If Your Trip is for the sole purpose oftaking part in a leisure activity that is listedabove, please let Us know before bookingor travelling as cover may be excluded.

This insurance does not cover You whileYou are taking part in any leisure activity:

either as a professional or where Youreceive any financial reward or gain

where You are competing in orpractising for speed or time trials,sprints or racing of any kind.

Leisure activitiesPlease note that Your policy automatically covers You for all of the following activities ifYou take part in them on a recreational basis during Your Trip.


Winter sports activities

15Winter sports activities

The following winter sports activities are only covered if this option has been selected byYou for all Insured Persons and it is shown on Your policy schedule.

Cross-country skiing (on recognised paths)

Dry slope skiing

Off-piste skiing o

Off-piste snowboarding o

Skiing (on recognised pistes)

Sledging

Snowboarding (on recognised pistes)

Snow mobiling †

Snow shoeing

† No Personal liability covero With a qualified guide in areas that resort

management consider to be safe

Important notes

If You take part in a winter sports activitythat is not listed above cover will beexcluded, unless You have extended Yourpolicy to include cover for additionalactivities, see the Hazardous activitiessection on pages 38 and 39.

This insurance does not cover You whileYou are taking part in any winter sportsactivity:

unless the cover is shown on Yourpolicy schedule

either as a professional or where Youreceive any financial reward or gain

where You are competing in orpractising for speed or time trials,sprints or racing of any kind.


Summary of cover - limits and excesses

Cover Policy limits for each Excesses for eachInsured Person per Trip Insured Person per incident

A Cancellation charges £5,000 £50 (£10 loss of deposit)

B Emergency medical and £5,000,000 £50associated expenses

C Hospital benefit £25 for each 24 hour period Nil(£1,000 maximum)

D Abandonment £5,000 £50

E Personal accident £15,000 death benefit, (reduced to Nil£1,000 for under 16 years old)£30,000 Permanent TotalDisablement (reduced to £15,000for over 70 years old)

F Personal liability £2,000,000 Nil or £100(see page 25, exclusion 2e)

G Delayed departure £25 for each 12 hour period Nil(£250 maximum)

Abandonment aftera 24 hour delay £5,000 £50

H Missed departure £1,000 Nil

I Legal expenses and advice £25,000 Nil

J Hijack and mugging £50 for each 24 hour period Nil(£1,000 maximum)

K Pet care See section K Nil

L Loss of passport £350 Nil

M Personal Money £500 (£300 limit for cash) £50(£100 limit for cash if aged under 16)

N Delayed baggage £150 after a 12 hour period Nil

The full details of Your insurance cover are set out in this policy booklet and on Yourpolicy schedule.

Area covered – Please see Your policy schedule.

Please use the table below as a summary only.


17Summary of cover - limits and excesses

Cover Policy limits for each Excesses for eachInsured Person per Trip Insured Person

O Baggage £1,500 £50(£300 single article limit and £400 total Valuables limit)

P Winter Sports Equipment £500 for Your equipment £50£400 for hired equipment

Q Delay due to avalanche £200 Nil

R Piste closure £20 or £30 for each day Nil(£300 maximum)

S Ski pack £300 Nil

T Inability to take part £20 for each day Nilin winter sports activities (£200 maximum)

U Extended golfing cover £1,000 for Your equipment £50

V Hazardous activities cover See sections B, C and D Nil or £50See sections B, C and D

The following sections only apply if shown on Your policy schedule.


We will cover You for:

1 Deposits You have paid for Your Trip andcannot get back

2 Your unused travel and accommodationcosts which You have paid or legally have topay and cannot get back

3 Unused kennel, cattery or professionalcarers’ fees up to £200, which You havepaid or legally have to pay and cannot getback.

If, after the date of buying Your policy orbooking a Trip (whichever is later), Youunavoidably have to cancel Your Trip for one ofthe reasons below:

1 One of the following people is injured, fallsill, is quarantined or dies:

a) You

b) Your Travelling Companion

c) any person You were going to stay with.

2 One of the following people is seriouslyinjured, falls seriously ill or dies:

a) any Close Relative of Yours or of YourTravelling Companion

b) any Close Business Associate of Yoursor of Your Travelling Companion.

3 You or Your Travelling Companion are calledfor jury service or as a witness in a court oflaw during the period of insurance.

4 You, Your Travelling Companion or Yourmarital/civil partner or partner who liveswith You are made redundant and

registered as unemployed with theEmployment Service. Cover does not applyto self-employed people.

5 Your Home or Your Travelling Companion’shome is badly damaged by fire, storm orflood in the seven days prior to the departuredate of Your Trip.

6 The police need to talk to You or YourTravelling Companion because Your Home or their home or place of work hasbeen burgled.

Special condition

All claims resulting from injury, illness,quarantine or death must be supported bymedical reports or a death certificate (or both)indicating the necessity to cancel Your Trip.

The most We will pay

The most We will pay for each Insured Personis £5,000.

Excess

We will not pay the first £50 of each InsuredPerson’s claim. However, the maximum You willhave to pay is £100 if two or more InsuredPersons cancel the same Trip.

For loss of deposits We will not pay the first £10of each Insured Person’s claim.

What is not covered

1 Any claim for a medical condition if any of thefollowing applied when You took out Yourpolicy or booked Your Trip (whichever is later).

You:

a) had received advice, medication ortreatment for any serious, chronic orrecurring illness, injury or disease in the

Your coverIf You have paid Your premium(s) when due, We will insure You for the following:

Section A – Cancellation charges


last 12 months unless the condition wasdisclosed to and accepted by Us

b) were under investigation or awaitingresults for any diagnosed orundiagnosed condition unless disclosedto and accepted by Us

c) were on a waiting list for in-patienttreatment or were aware of the need forin-patient treatment for any diagnosedor undiagnosed condition unlessdisclosed to and accepted by Us

d) had been told You have a terminal illness.

2 Any claim for a medical condition if anyperson upon whose good health Your Tripdepends had a serious, chronic or recurringillness, injury or disease when You took outYour policy or booked Your Trip (whicheveris later) unless the condition was disclosedto and accepted by Us.

3 Any claim for a medical condition You wereplanning to get medical treatment for duringYour Trip.

4 Any claim that results from any anxiety state,depression, mental, nervous or emotionaldisorder which had been diagnosed beforeYou took out Your policy or booked Your Trip(whichever is later).

5 Any claim made because You don’t feel liketravelling.

6 Any claim for redundancy caused bymisconduct, resignation or voluntaryredundancy, or if You, Your TravellingCompanion or Your marital/civil partner orpartner who lives with You knew of theredundancy before You took out Your policyor booked Your Trip (whichever is later).

7 Any claim for unused travel oraccommodation arranged by using Air Milesor similar promotions.

8 Any claim for management fees,maintenance costs or exchange feesassociated with timeshares and similararrangements.

9 Any claim for refund of any costs forpersons not named on this policy.

10 Anything mentioned in the Generalexclusions on page 40.

1 If You are injured, fall ill, are quarantined ordie during Your Trip, We will pay for thefollowing:

a) emergency medical treatment outsidethe UK (including rescue services to takeYou to hospital)

b) up to £350 for emergency pain reliefdental treatment outside the UK

c) any reasonable extra charges for halfboard accommodation (of a similarstandard to the accommodation Youhad booked for Your Trip) if You haveto stay after the date You were goingto return to Your Home. We will alsopay travel costs, which You have to payto get back to Your Home if You cannotuse Your return ticket.

d) up to £5,000 for the cost of burying orcremating You in the country outsidethe UK where You die

e) up to £7,500 for the cost of returningYour body or ashes to Your Home.

19

Section B – Emergency medical andassociated expenses


2 We will pay the cost of getting You Home if itis medically necessary because You areseriously injured or fall seriously ill during YourTrip and You cannot use Your return ticket.

Under items 1c and 2 above, We will also pay thereasonable travel and accommodation costs ofone relative or friend who has to travel or staywith You if Your treating Doctor and Our MedicalEmergency Assistance provider think that it isnecessary.

Special conditions

1 You must phone the Medical Emergencyhelpline on (+44) 1738 635 566 immediatelyif You need to go into hospital as anin-patient or if You need to return to the UK.

2 If You are injured or fall ill during Your Trip,Our Medical Emergency Assistance providermay:

move You from one hospital to another

and /or

arrange for You to return to the UK atany time.

They will only do this if they and the treating Doctor think that it is safe for You to bemoved or returned to the UK.

If You choose not to move hospital or return to the UK Our liability will end on the date it was deemed safe for You to do so.


Within the UK: £2,000 for each Insured Personunder items 1c, 1e and 2 above.

Elsewhere: Up to £5,000,000 for each InsuredPerson.

Excess

We will not pay the first £50 of each InsuredPerson’s claim.

What is not covered

See exclusions listed after Section C.

If You are claiming for medical expenses that arecovered under section B, We will also pay You£25 for every 24 hours You are being treated asan in-patient in a hospital outside the UKtowards incidental expenses You have to pay,such as telephone calls.


The most We will pay for each Insured Person is£1,000.

What is not covered under sections B and C

1 Any claim for a medical condition if anyInsured Person has travelled against theadvice of a Doctor or would be travellingagainst the advice of a Doctor if they hadsought such advice.

2 Any claim for a medical condition if any ofthe following applied when You took outYour policy or booked Your Trip (whicheveris later).

You:

a) had received advice, medication ortreatment for any serious, chronic orrecurring illness, injury or disease in thelast 12 months unless the condition wasdisclosed to and accepted by Us


c) were on a waiting list for in-patienttreatment or were aware of the needfor in-patient treatment for anydiagnosed or undiagnosed conditionunless disclosed to and accepted by Us

d) had been told You have a terminalillness.

Section C – Hospital benefit


3 Any claim for a medical condition where Youhave received medical advice for apotentially serious illness or injury betweenbooking Your Trip and the departure dateunless disclosed to and accepted by Us.

4 Any claim for a medical condition You wereplanning to get medical treatment for duringYour Trip.

5 Any claim for:

a) the cost of in-patient hospital treatmentor going Home early that Our MedicalEmergency Assistance provider has notagreed beforehand

b) the cost of any non-emergencytreatment or surgery includingexploratory tests which are not directlyrelated to the illness or injury that Youoriginally went to hospital for

c) any form of treatment that Your treatingDoctor and Our Medical EmergencyAssistance provider think can reasonablywait until You get back to the UK

d) cosmetic surgery

e) medication, which at the time Your Tripstarted, You knew that You would needwhile You were away

f) any extra costs because You haverequested a single or private room

g) treatment or services provided by ahealth spa, convalescent or nursinghome or any rehabilitation centre

h) any treatment after You have returnedto the UK.

6 Costs incurred following Your decision notto move hospital or return to the UK afterthe date when, in the opinion of OurMedical Emergency Assistance provider itwas safe for You to do so.

7 Any claim resulting from a tropical diseasewhere You have not had the recommended

inoculations and/or taken the recommendedmedication.

8 Any claim that results from:

a) any anxiety state, depression, mental ornervous disorder which had beendiagnosed when You took out Yourpolicy or booked Your Trip (whichever islater)

b) You flying (except while travelling in anaircraft as a passenger) or taking part inother aerial activities unless You havecover under the leisure, winter sports orhazardous activities sections

c) You motorcycling:

as a rider or passenger on a machine over 125cc; or

as a rider or passenger on a machine 125cc or under unless You wear a crash helmet and, as a rider, You hold a full UK motorcycle licence

d) Your involvement in manual work ofany kind

e) You taking part in any winter sports activitylisted on page 15 unless winter sportscover is shown on Your policy schedule

f) You taking part in any hazardousactivity listed on pages 38 and 39unless the appropriate level of cover isshown on Your policy schedule

g) You taking part in a leisure activity,winter sports activity or hazardousactivity not listed as covered in thepolicy booklet

h) You taking part in any organised teamor contact sport not listed as covered inthe policy booklet; any activity either asa professional or where You receive anyfinancial reward or gain; or competingin or practising for speed or time trials,

21


sprints or racing of any kind other thanon foot or for yacht/dinghy racing,biathlons and triathlons

i) You taking part in expeditions or beinga crewmember on a vessel travellingfrom one country to another.


We will cover You for:

a) unused accommodation costs that You . have paid for before starting Your Trip, orlegally have to pay, and cannot get back

b) reasonable additional travel costs to allowYou to return Home early if You cannotuse Your return ticket

c) reasonable additional accommodationcosts to allow You to return Home early

d) unused kennel, cattery or professionalcarers’ fees up to £200 that You havepaid for before starting Your Trip, orlegally have to pay, and cannot get back.

If You unavoidably have to Abandon Your Tripbecause any of the following happen whilst Youare away:

1 One of the following people is seriouslyinjured, falls seriously ill, is quarantined or dies:

a) You

b) Your Travelling Companion

c) the person You were staying with.

2 One of the following people is seriously injured, falls seriously ill or dies:

a) any Close Relative of Yours or of Your Travelling Companion

b) any Close Business Associate of Yours or of Your Travelling Companion.

3 Your Home or Your Travelling Companion’shome is badly damaged by fire, storm or flood.

4 The police need to talk to You or YourTravelling Companion because Your Home or their home or place of work hasbeen burgled.

Special conditions

1 If You need to return to the UK and intendto make a claim under this section, You mustphone Our Medical Emergency Assistanceprovider immediately on (+44) 1738 635 566.

2 All claims resulting from injury, illness,quarantine or death must be supported bymedical reports or a death certificate (orboth) indicating the necessity to AbandonYour Trip.



Excess

We will not pay the first £50 of each InsuredPerson’s claim. However, the maximum You willhave to pay is £100 if two or more InsuredPersons Abandon the same Trip.

What is not covered


2 Any claim for a medical condition if any ofthe following applied when You took outYour policy, or booked Your Trip (whicheveris later)

Section D – Abandonment


You:

a) had received advice, medication ortreatment for any serious, chronic orrecurring illness, injury or disease in thelast 12 months unless the condition wasdisclosed to and accepted by Us


c) were on a waiting list for in-patienttreatment or aware of the need for in-patient treatment for any diagnosedor undiagnosed condition unlessdisclosed to and accepted by Us


3 Any claim for a medical condition if anyperson upon whose good health Your Tripdepends had a serious, chronic or recurringillness, injury or disease when You took outYour policy or booked Your Trip (whicheveris later) unless the condition was disclosedto and accepted by Us.

4 Any claim for a medical condition whereYou or anyone upon whose good healthYour Trip depends has received medicaladvice for a potentially serious illness orinjury between booking Your Trip and thedeparture date unless disclosed to andaccepted by Us.

5 Any claim for a medical condition You wereplanning to get medical treatment forduring Your Trip.

6 Any claim made because You did not enjoyYour Trip.

7 Any claim which was not authorised by OurMedical Emergency Assistance providerbefore You returned Home.

8 Any claim resulting from a tropical diseasewhere You have not had the recommended inoculations and/or taken the recommendedmedication.


a) any anxiety state, depression, mental ornervous disorder which had beendiagnosed when You took out Yourpolicy or booked Your Trip (whichever islater)




as a rider or passenger on a machine 125cc or under unless You wear a crash helmet and, as a rider, You hold a full UK motorcycle licence


e) You taking part in any winter sportsactivity listed on page 15 unless wintersports cover is shown on Your policyschedule



h) You taking part in any organised teamor contact sport not listed as covered inthe policy booklet; any activity either asa professional or where You receive anyfinancial reward or gain; or competingin or practising for speed or time trials,sprints or racing of any kind other thanon foot or for yacht/dinghy racing,biathlons and triathlons

23



10 Any claim for unused travel oraccommodation arranged by using Air Milesor similar promotions.

11 Any claim for management fees,maintenance costs or exchange feesassociated with timeshares and similararrangements.

12 Any claim for refund of any costs forpersons not named on this policy.

13 Any claim for additional travelling expensesif You have not purchased a return ticket tothe UK.


If You suffer an accidental bodily injury duringYour trip and the injury is caused by external,violent and visible means We will pay You orYour legal representative:

a) £15,000 if Your injury solely andindependently of any other cause leadsto Your death (this benefit is reduced to£1,000 for Insured Persons aged under16 years)

b) £30,000 if Your injury leads solely andindependently of any other cause leadsto Loss Of One Or More Limbs and/orthe Total Loss Of Sight in one or botheyes

or

c) £30,000 if Your injury solely andindependently of any other cause leadsto Your Permanent Total Disablementafter 104 weeks (except wherecompensation is paid under b) above)

NB The benefit payable under b) and c) aboveis reduced to £15,000 if You are over 70years of age at the time of the accident

Special conditions

1. The death or disability must happen withinone year of the accident

2. You can only claim for one item under thissection


The maximum amount We will pay for eachInsured Person is £30,000

What is not covered

1. Any claim for sickness, disease, nervousshock or naturally occurring condition ordegenerative process.

2. Any claim that results from:

a. you flying (except while travelling in anaircraft as a passenger) or taking part inother aerial activities;

b. you motorcycling:

i. as a rider or passenger on amachine over 125cc; or

ii. as a rider or passenger on amachine 125cc or under unless youwear a crash helmet and, as a rider,you hold a full UK motorcyclelicence.

c. your involvement in manual work ofany kind

d. you taking part in any winter sportsactivity listed on page 15 unless wintersports cover is shown on your schedule

e. you taking part in any hazardousactivity listed on pages 38 and 39unless the appropriate level of cover isshown on your policy schedule

Section E – Personal Accident


f. you taking part in a leisure activity,winter sports activity or hazardousactivity not listed as covered in thepolicy booklet

g. you taking part in any organised teamor contact sport not listed as covered inthe policy booklet; any activity either asa professional or where you receive anyfinancial reward or gain; or competingin or practising for speed or time trials,sprints or racing of any kind other thanon foot or for yacht/dinghy racing,biathlons and triathlons

h. you taking part in expeditions or beinga crew member on a vessel travellingfrom one country to another.

Anything mentioned in the General Exclusionson page 40.

We will cover You for any money that You

legally have to pay that relates to an accident

during Your Trip which causes:

a) death or injury to any person; and /or

b) loss or damage to property.


The most We will pay for all claims arising fromany one event is £2,000,000 for each InsuredPerson. We will also pay any extra costs andexpenses that You have to pay as long as Weagree, in writing, beforehand.

What is not covered

1 Any fines or exemplary damages (punishing, or aimed at punishing, theperson responsible rather than awardingcompensation) You have to pay.

2 Liability arising from:

a) death or injury of people who work forYou or members of Your household

b) loss of or damage to property whichbelongs to or is under the control ofYou, a member of Your household orpeople who work for You

c) Your job (this exclusion still applieswhen Your policy has been extended tocover business travel)


e) You owning or occupying any land orbuilding, unless You are occupying anytemporary holiday accommodation inwhich case We will not cover the first£100 of any claim

f) You owning or using:

animals (except domestic animals)

firearms (except sporting guns usedfor clay pigeon shooting)

motorised vehicles

vessels (except manually–propelled watercraft); or

aircraft of any description, includingunpowered flight

g) You taking part in any winter sportsactivity listed on page 15 unless wintersports cover is shown on Your policyschedule

h) You taking part in any hazardousactivity listed on pages 38 and 39unless the appropriate level of cover isshown on Your policy schedule

i) You taking part in a leisure activity,winter sports activity or hazardousactivity not listed as covered in thepolicy booklet

25

Section F – Personal liability


j) You taking part in any organised teamor contact sport not listed as covered inthe policy booklet; any activity either asa professional or where You receive anyfinancial reward or gain; or competingin or practising for speed or time trials,sprints or racing of any kind other thanon foot or for yacht/dinghy racing,biathlons and triathlons.


This section does not apply for holidayssolely within the UK or for any delay thatdoes not occur at Your final point ofinternational departure from or to the UK.

If the scheduled departure of the ship, aircraftor train on which You are booked to travel isdelayed on Your outward international journeyfrom the UK, or on the final part of Yourinternational return journey to the UK.

We will:

1. pay £25 for every full 12 hour period Youare delayed.

2. refund Your unused travel andaccommodation costs, which You have paidor legally have to pay but cannot get backif, after You have been delayed for morethan 24 hours on Your outwardinternational journey from the UK, Youchoose to Abandon Your Trip. If You chooseto Abandon Your Trip We will also payunused kennel, cattery or professionalcarers’ fees which You cannot get back upto £200.

Special condition

We will work out the length of the delay fromthe date and time the international ship, aircraftor train was scheduled to depart. You mustcheck in at the specified time and get written

confirmation from the carrier or their handlingagents of the actual date and time of departureand the reason for the delay.


The most We will pay under item 1 for eachInsured Person is £250.

The most We will pay under item 2 for eachInsured Person is £5,000.

Excess

We will not pay the first £50 of each InsuredPerson’s claim under item 2. However, themaximum You will have to pay is £100 if two ormore Insured Persons Abandon the same Trip.

What is not covered

1. Any claim caused by a strike or industrialaction which was public knowledge whenYou took out Your policy or booked YourTrip, whichever is later.

2. Any claim where a possible reason for delaywas public knowledge when You took outYour policy or booked Your Trip, whicheveris later.

3. Any claim if Your Trip is solely within the UK.

4. Any claim if the international ship, aircraftor train on which You are booked to travelis cancelled by the carrier.

5. Any claim for unused travel oraccommodation arranged by using Air Milesor similar promotions.

6. Any claim for management fees,maintenance costs or exchange feesassociated with timeshares and similararrangements.

7. Any claim for refund of any costs forpersons not insured under this policy.

8. More than one item under this section.

9. Anything mentioned in the GeneralExclusions on page 40.

Section G – Delayed departure


If, as a direct result of:

1 failure of scheduled public transportservices;

2 delay to a connecting scheduled flight: or

3 accidental damage to, or breakdown of, thevehicle in which You are travelling;

You arrive at Your final point of internationaldeparture from or to the UK too late to boardthe ship, aircraft or train on which You arebooked to travel, We will pay

1 extra accommodation and travel costs Youhave to pay to reach Your destination onYour outward journey from the UK

2 extra accommodation and travel costs Youhave to pay to reach the UK on your returnjourney

Special conditions

1. If You have missed or will miss Yourinternational ship, aircraft or train due toone of the reasons listed above, contact(+44) 1738 635 566 and We will contactthe carrier for You (if a late arrival ispossible) or will make alternative travelarrangements for You, up to the limitpayable. Any cost incurred may have to bepaid by You and submitted as a claim.

2. You must get a repairer’s report if You areclaiming because the vehicle You weretravelling in had an accident or broke down.



What is not covered

1. Any claim caused by a strike or industrialaction that was public knowledge whenYou took out Your policy or booked YourTrip, whichever is later.

2. Any claim where a possible reason for delaywas public knowledge when You took outYour policy or booked Your Trip, whicheveris later.

3. Any claim where You have not allowedsufficient time to reach Your internationaldeparture point from or to the UK.

4. Any claim where You have not doneeverything You can to get to theinternational departure point from or to theUK for the time specified on Your ticket /itinerary.

5. Any claim where the carrier has offeredreasonable alternative transport.

6. Any claim if Your Trip is solely within the UK

7. Any claim for additional costs incurred inreturning to Your Home following Yourreturn to the UK


27

Section H – Missed departure


Legal Expenses Cover

We will negotiate on Your behalf for Your legalrights to bring Legal Proceedings to pursue acivil claim resulting from an incident, includingMedical Treatment, for which You are not atfault which causes Your death or personal injuryduring Your Trip providing that:

a the insured incident occurs within theTerritorial Limits and during the periodof insurance

b Prospects of Success exist for theduration of the claim

c in respect of any appeal or defence ofan appeal, it has been reported to Us atleast 10 working days prior to thedeadline for any appeal

d the maximum amount We will pay forCosts and Expenses for any one InsuredPerson in respect of any or all claimsarising from one cause is £25,000

e an Insured Person reports an insuredincident to Us as soon as possible andin any event no later than 180 daysafter the date the Insured Person knewor should have known about theinsured incident.

Personal Legal Advice

We will give the Insured Person confidentialadvice over the telephone on any personal legalproblem that may lead to a claim under thissection of the policy.

We will tell You what Your legal rights are, whatcourse of action is available to You and whetherthese can be best implemented by You orwhether You need to consult with a lawyer.

There are no consultation fees and lines areopen 24 hours a day, 365 days a year.

For confidential legal advice or to make a legalexpenses claim

Call us on01603 208447

Please have Your policy number to hand as thiswill be requested when You call.

Definitions

The Definitions at the beginning of this booklet(refer to page 6) apply where appropriate.

The following Definitions only apply to thissection of the policy.

Appointed Representative

The lawyer or other suitably qualified personappointed by Us to act on Your behalf.

Costs and Expenses

a All reasonable and necessary legal costscharged by the AppointedRepresentative and agreed by Us.

b Legal costs which an Insured Person hasbeen ordered to pay by a court or otherbody which We have agreed to orauthorised.

Legal Proceedings

The pursuit of a claim for damages.

Medical Treatment

The consultation and treatment of an illness orbodily injury conducted by a registered medicalor dental practitioner who is or has beenresponsible for the clinical care of an InsuredPerson.

Prospects of Success

In respect of all claims it is always more likelythan not that an Insured Person will:

a recover damages or obtain any otherlegal remedy which We have agreed to

b make a successful defence

c make a successful appeal or defence ofan appeal.

Prospects of Success will be assessed by Us oran Appointed Representative on Our behalf.

Territorial Limits

The geographical limit specified in Your scheduleof insurance.

Section I – Legal expenses and advice


Special conditions

The following conditions apply to this section.

Also refer to the General Conditions shown onpage 41.

1 Claims – an Insured Person’s duty

An Insured Person must report an insuredincident to Us as soon as possible and in anyevent no later than 180 days after the date theInsured Person knew or should have knownabout the insured incident.

2 Claims – legal representation

a On acceptance of a claim, ifappropriate, We will appoint anAppointed Representative.

b If it is necessary to start courtproceedings or there is a conflict ofinterest, You are free to nominate anAppointed Representative by sending toUs the name and address of the suitablyqualified person.

c If We do not agree to Your choice ofAppointed Representative undercondition 2b above, You may chooseanother suitably qualified person.

d If there is still a disagreement withregard to the Appointed Representative,We will ask the president of a relevantnational law society to choose a suitablyqualified person to represent You. Weand You must accept such choice.

e In all other circumstances We will befree to choose an AppointedRepresentative.

f An Appointed Representative will beappointed by Us and represent Youaccording to our standard terms ofappointment.

3 Claims – Our rights and Yourobligations

a We will have direct access to theAppointed Representative who will,upon request, provide Us with anyinformation or opinion on Your claim.

b You must co-operate fully with Us andthe Appointed Representative and mustkeep Us up-to-date with the progress ofthe claim.

c At our request You must give theAppointed Representative anyinstructions that We require.

d You must notify Us immediately ifanyone offers to settle a claim or makesa payment into court.

e If You do not accept therecommendation of the AppointedRepresentative to accept a reasonableoffer or payment into court to settle aclaim, We may refuse to pay furtherCosts and Expenses.

f No agreement to settle on the basis ofboth parties paying their own costs is tobe made without Our prior approval.

4 Discontinuance of a claim

If You:

a settle a claim or withdraw a claimwithout Our prior agreement

b do not give suitable instructions to theAppointed Representative

c dismiss an Appointed Representativewithout Our prior consent, Our consentnot to be withheld without goodreason

the cover We provide will end immediately andWe will be entitled to reclaim any Costs andExpenses We have incurred from You.

5 Recoveries

You must take every available step to recoverCosts and Expenses that We have to pay andmust pay Us any Costs and Expenses that arerecovered.

6 Disputes

If any difference arises between Us and You inrespect of the acceptance, refusal, control orhandling of any claim under this section, Youcan take the steps outlined in Our complaintsprocedure stated under “Our Promise ofService”.

29


7 Arbitration

You have the right to refer any difference thatarises between Us and You in respect of theacceptance, refusal, control or handling of anyclaim under this section to arbitration, whichwill be decided by counsel chosen jointly by Usand You.

If there is a disagreement with regard to thechoice of counsel, We will ask the president of arelevant national law society to choose asuitably qualified person.

The arbitrator’s decision shall be final andbinding on both parties.

All costs for resolving the difference will be metby the party whom the decision is made against.


The most We will pay for each Insured Person inrespect of any or all claims arising from onecause is £25,000.

What is not covered

1. If an Insured Person does not keep to theterms, conditions and exclusions of thissection.

2. A dispute between You and Us or anymember of the Aviva group of companies.

3. Any claim where You are more specificallyinsured or any amount You cannot recoverfrom a more specific insurance because theinsurer of that insurance refuses the claim.

4. Any claim relating to You driving a motorvehicle without a valid licence and/orinsurance.

5. Any illness, death or bodily injury whichdevelops gradually or is not caused by aspecific sudden event.

6. Any claim from Deep Vein Thrombosis (DVT)or its symptoms that result from travellingby air.

7. Any claim in respect of libel or slander.

8. Costs and Expenses incurred prior to ourwritten acceptance of a claim.

9. We will not pay for Costs and Expenseswhich have been incurred by the AppointedRepresentative on a contingency fee basis.

10. Any legal action an Insured Person takeswhich We have not agreed to or where anInsured Person does anything to hinder Usor the Appointed Representative.

11. Any claim deliberately or intentionallycaused by You.

12. Any fines, penalties, compensation ordamages which the Insured Person isordered to pay by a court or other authority.

13. An application for judicial review.

14. Any claims relating to any non-contractingparty’s rights to enforce all or any part ofthis section. The Contracts (Rights of ThirdParties) Act 1999 does not apply to thissection.

15. A dispute with Us other than as catered forin Special conditions 6 and 7 of this section.


We will pay £50 for each full 24 hour period if:

1 You cannot reach Your destination or Youcannot reach the UK on the return leg ofYour Trip as a result of the transport onwhich You are travelling being hijacked; or

2 You are in hospital receiving in-patienttreatment required following a mugging.



What is not covered

We will not pay any claim:

1 Unless You provide written confirmation ofthe delay from the airline or carrier.

2 If You do not report the mugging to thepolice within 24 hours and get a writtenpolice report.

3 For anything mentioned in the Generalexclusions on page 40.

Section J – Hijack and mugging


We will pay a benefit of £25 for each 24 hourperiod if Your cat or dog needs in-patientveterinary treatment as a result of an injurywhich occurred whilst Your cat or dog wasbeing cared for by a friend, relative, professionalcarer, kennel or cattery in the UK whilst Youwere on Your Trip.


The most We will pay for each incident is £250.

What is not covered

We will not pay any claim:

1 If You do not have written confirmationfrom Your vet giving details of the injury oraccident and the number of days that Yourcat or dog has been an in-patient.

2 For anything mentioned in the Generalexclusions on page 40.

We will cover You for loss or theft of Yourpassport while You are abroad. We will payreasonable extra travel, accommodation andcommunication expenses You have to pay to geta temporary passport and the cost of thetemporary replacement passport.

Contact Us on (+44) 1738 635 566 and We willadvise You how to replace lost or stolen passports.

Special condition

You must always take reasonable care to keepYour passport safe. If Your passport is lost orstolen You must take all reasonable steps to get it back.


The most We will pay for each Insured Person is£350.

What is not covered

1 Any loss or theft of Your passport if You donot report it to the police within 24 hoursof discovery and get a written police report.

2 Any loss or theft of Your passport while it isUnattended.


We will cover You for loss or theft of YourPersonal Money during Your Trip.

Contact Us on (+44) 1738 635 566 and We willadvise You how to replace lost or stolenPersonal Money.

Special conditions

1 You must always take reasonable care tokeep Your Personal Money safe. If YourPersonal Money is lost or stolen You musttake all reasonable steps to get it back.

2 You must be able to prove that You ownthe lost or stolen Personal Money and howmuch it is worth. If You do not, it mayaffect Your claim.


The most We will pay for each Insured Person is£500, but no more than £300 for cash or banknotes.

A reduced limit of £100 for cash or banknotesapplies to Insured Persons aged under 16 years.

Excess


What is not covered

1 Any loss or theft of Personal Money whichYou do not report to the police within 24hours of discovery and get a written policereport.

Section K – Pet care

Section M – Personal money

Section L – Loss of passport

31


2 Any Personal Money which is delayed,detained or confiscated by customs or otherofficials.

3 Bonds, securities or documents of any kind.

4 Loss or theft of Personal Money not carried inYour hand baggage while You aretravelling.

5 Loss or theft of Personal Money while it isUnattended.

6 Shortages due to a mistake, or loss due to achange in exchange rates.


If Your baggage is temporarily lost on theoutward journey and You are without it formore than 12 hours, We will pay for thereplacement of essential items. To claim underthis section, You must keep the receipt ofanything You buy and get written confirmationfrom the carrier of the number of hours Youwere without Your baggage.


The most We will pay for each Insured Person is £150.

What is not covered

1 Any claim for baggage delayed or detainedby customs or other officials.


This section only applies if shown on Yourpolicy schedule.

We will cover You for loss, theft or accidentaldamage to Your personal belongings orbaggage during Your Trip.

Special conditions

1 You must take reasonable care to keep Yourpersonal belongings and baggage safe. IfYour personal belongings or baggage is lostor stolen, You must take all reasonablesteps to get it back.

2 If Your personal belongings or baggage islost or damaged by an authority, a transportcompany or hotel, You must report thedetails of the loss or damage to them inwriting and get written confirmation.

3 If Your personal belongings or baggage islost or damaged by an airline, You must:

a) get a property report

b) give written notice of the claim to theairline within the time limit in theirconditions of carriage (You should alsokeep a copy)

c) keep all travel tickets and tags if Youclaim under this policy.

4 You must be able to prove that You wereresponsible for the lost, stolen or damageditems and how much they are worth. If Youdo not do this, it may affect Your claim.

5 At Our option, We will settle any claim bypayment or replacement. We will pay claimsfor personal belongings and baggage basedon their value at the time of loss. We willnot pay the cost of replacing them withnew items, and We will not pay more thanthe original purchase price of any lost ordamaged item.

6 If You have also made a claim under SectionN - Delayed baggage this amount will bededucted from the amount claimed underthis section.


The most We will pay for each Insured Person is£1,500 but no more than:

£300 for any one article, pair or set ofarticles; and

Section O – Baggage (optional)

Section N – Delayed baggage


£400 in total for Valuables.

Excess


What is not covered

1 Loss or theft of personal belongings orbaggage which You have left Unattended.

2 Cracking, scratching or breaking of glass(except lenses in cameras, binoculars,telescopes or spectacles), china or similarfragile articles.

3 Pedal cycles, contact lenses, and medicaland dental fittings.

4 Wear and tear, loss of value and damagecaused by moths and vermin, or any processof cleaning, repairing or restoring.

5 Any loss or theft which You do not reportto the police within 24 hours of discoveryand get a written report (where it is notpossible to obtain a police report You mustprovide other independent proof of losssuch as a letter from Your transportcompany or hotel).

6 Sports equipment that is damaged while itis being used.

7 Winter Sports Equipment.

8 Any goods delayed, detained or confiscatedby customs or other officials.

9 Items used in connection with Your jobwhich are not owned by You.

10 Bonds, securities or documents of any kind.

11 Loss or damage to Valuables not carried inYour hand baggage while You aretravelling.

12 Deliberate or malicious damage to personalbelongings or baggage caused by anInsured Person.

13 Personal Money.


Winter sports cover(optional)Winter sports cover only applies if shown onYour policy schedule. If selected, cover underSections P to T will apply for the durationshown on Your policy schedule.

1 If Your Winter Sports Equipment is lost,stolen or damaged by accident during YourTrip, We will pay for their replacement orrepair, whichever is lower, after making anallowance for wear and tear and loss ofvalue using the scale below:

Up to one year old, 90% of thepurchase price

Up to two years old, 70% of thepurchase price

Up to three years old, 50% of thepurchase price

Up to four years old, 30% of thepurchase price

Over four years old, 20% of thepurchase price.

The most We will pay is £500 for eachInsured Person.

2 If You hire Winter Sports Equipment and itis lost, stolen or damaged by accident duringYour Trip, We will pay for its replacement or repair.


3 If We pay under items 1 or 2 above, We willalso pay to hire replacement Winter SportsEquipment for the rest of Your Trip.

Section P – Winter sports equipment

33


The most We will pay under item 3 is £200for each Insured Person.

4 We will pay up to £200 to replace Your liftpass if it is lost or stolen during Your Trip.

Special conditions

1 You must take reasonable care to keep theWinter Sports Equipment safe. If the WinterSports Equipment is lost or stolen, You musttake all reasonable steps to get it back.

2 If the Winter Sports Equipment is lost ordamaged by an authority, a transportcompany or hotel, You must report thedetails of the loss or damage to them inwriting and get written confirmation.

3 If the Winter Sports Equipment is lost ordamaged by an airline, You must:


b) give written notice of the claim to the airline within the time limit in theirconditions of carriage (You should alsokeep a copy)


4 You must be able to prove that You wereresponsible for the lost, stolen or damageditems and the purchase price. If You do notdo this, it may affect Your claim.

Excess


What is not covered

1 Deliberate or malicious damage to WinterSports Equipment caused by an InsuredPerson.

2 Loss or damage to Winter Sports Equipmentcaused by an Insured Person’s carelessnessor neglect.

3 Wear and tear, loss of value and damagecaused by moths or vermin, or any process

of cleaning, repairing or restoring.

4 Losses from motor vehicles.

5 Any loss or theft which You do not reportto the police within 24 hours of discoveryand get a written report for (where it is notpossible to obtain a police report You mustprovide other independent proof of losssuch as a letter from Your transportcompany or resort management).

6 Winter Sports Equipment that is damagedwhile it is being used.


We will cover You for the cost of extra travel

and accommodation if an avalanche delays Your

arrival at or departure from the booked resort.



What is not covered

Anything mentioned in the General exclusionson page 40.

(This section does not apply to cross-countryskiing.)

If all pistes at the resort You have booked areclosed because of lack of snow, excessive snowor high winds We will pay up to £20 a day totransport You to another site. If there are noother sites nearby, We will pay You £30compensation each day.



Section Q – Delay due to avalanche

Section R – Piste closure


Special conditions

1 This section does not apply in the UK, andwithin Europe the cover only applies duringthe period 15 December to 15 April.

2 You must provide evidence that confirmsthe piste closures from either Your touroperator or resort management.

What is not covered

Anything mentioned in the General exclusionson page 40.

If, due to illness or injury, You are medicallycertified as being unable to ski or board We willpay the proportionate cost of Your non-refundable ski pack.

The ski pack includes lessons from a ski school,ski hire and the cost of any lift pass.



What is not covered

See exclusions listed after Section T.

If, due to injury or illness during Your Trip, Youcannot take part in winter sports activities, Wewill pay You £20 compensation for each dayYou are prevented from doing so.



What is not covered under sections S and T


2 Any claim for a medical condition if any ofthe following applied when You took outYour policy or booked Your Trip (whicheveris later).

You:

a) had received advice, medication ortreatment for any serious, chronic or recurring illness, injury or disease in thelast 12 months unless the condition wasdisclosed to and accepted by Us

b) were under investigation or awaitingresults for any diagnosed orundiagnosed condition unless disclosed to and accepted by Us

c) were on a waiting list for in-patienttreatment or were aware of the needfor in-patient treatment for anydiagnosed or undiagnosed conditionunless disclosed to and accepted by Us


3 Any claim for a medical condition whereYou have received medical advice for apotentially serious illness or injury betweenbooking Your Trip and the departure dateunless disclosed to and accepted by Us.


a) any anxiety state, depression, mental ornervous disorder which had beendiagnosed when You took out Yourpolicy or booked Your Trip (whichever is later)


Section T – Inability to take part in winter sports activities

Section S – Ski pack

35




as a rider or passenger on a machine125cc or under unless You wear acrash helmet and, as a rider, Youhold a full UK motorcycle licence


e) You taking part in any winter sportsactivity listed on page 15 unless wintersports cover is shown on Your policyschedule



h) You taking part in any organised teamor contact sport not listed as covered inthe policy booklet; any activity either asa professional or where You receive anyfinancial reward or gain; or competingin or practising for speed or time trials,sprints or racing of any kind other thanon foot or for yacht/dinghy racing,biathlons and triathlons



Extended golfing cover only applies ifshown on Your policy schedule. Cover onlyapplies to Insured Person(s) named underthis section on Your policy schedule.

We will cover You for the following:

1 If Your golf equipment (not includingclothing) is lost, stolen or damaged byaccident during Your Trip. We will pay for itsreplacement or repair, whichever is lower,after making an allowance for wear andtear and loss of value using the scale below:

Up to one year old, 90% of thepurchase price

Up to two years old, 70% of thepurchase price

Up to three years old, 50% of thepurchase price

Up to four years old, 30% of thepurchase price

Over four years old, 20% of thepurchase price.

The most We will pay is £1,000 for eachInsured Person.

2 Up to £35 a day towards the cost of hiringreplacement golf equipment if Your golfequipment is lost, stolen, damaged byaccident during Your Trip or temporarilydelayed for more than 12 hours on theoutward journey. To claim under this item,You must get written confirmation from thecarrier of the number of hours You werewithout Your golf equipment.


3 Pre-booked green fees, which are notrefundable, if You are not able to play golfdue to injury or illness.

Section U – Extended golfing cover(optional)



Special conditions

1 You must take reasonable care to keep Yourgolf equipment safe. If Your golf equipmentis lost or stolen, You must take allreasonable steps to get it back.

2 If Your golf equipment is lost or damagedby an authority, a transport company orhotel, You must report the details of theloss or damage to them in writing and getwritten confirmation.

3 If Your golf equipment is lost or damagedby an airline, You must:


b) give written notice of the claim to theairline within the time limit in theirconditions of carriage (You should alsokeep a copy)


4 You must be able to prove that You wereresponsible for the lost, stolen or damageditems and the purchase price. If You do notdo this, it may affect Your claim.

Excess

We will not pay the first £50 of each InsuredPerson’s claim under item 1.

What is not covered

1 Deliberate or malicious damage to Your golfequipment caused by an Insured Person.

2 Loss or damage to Your golf equipmentcaused by an Insured Person’s carelessnessor neglect.

3 Wear and tear, loss of value and damagecaused by moths or vermin, or any processof cleaning, repairing or restoring.

4 Losses from motor vehicles.

5 Any loss or theft which You do not reportto the police within 24 hours of discoveryand get a written report for (where it is notpossible to obtain a police report You mustprovide other independent proof of losssuch as a letter from Your transportcompany or resort management).

6 Golf equipment that is damaged while it isbeing used.


37


This section only applies if shown on Yourpolicy schedule. If selected, cover onlyapplies to the Insured Person(s) namedunder this section for the level of covershown on Your policy schedule.

Sections B, C and D of Your policy areextended to cover You if You take part in ahazardous activity, listed under the level ofcover You have selected, on a recreationalbasis during Your Trip.

The cover given by this section only appliesup to a total of 21 days during the periodof insurance.

Level 1

Artificial wall climbing (safety harness must be worn)

Banana boating and ringos

Baseball

Basketball

Camel riding (under supervision)

Cricket

Cross country running

Deep sea fishing

Elephant riding (under supervision)

Gymnastics

Hiking (between 2000 and 3000 metres altitude)

Netball

Scuba diving to 15 metres (no solo or technical diving)

Trekking (between 2000 and 3000 metres altitude)

Level 2

Abseiling (under supervision)

Boxing training (no contact)

Cave tubing and black water rafting

Cycle touring

Fell running

Half marathons

High diving (under 5 metres)

Hockey

Hurling

Jet boating (passenger only and organised throughYour tour operator)

Lacrosse

Mountain biking (no racing)

Orienteering

Paintball (protective gear must be worn)

Rugby

Sea canoeing/kayaking *

Shark diving (cage only and organised through Yourtour operator)

Shinty

Wake boarding †

Level 3

American football

Australian rules football

Biathlon

Bungee jumping

Dog sledding †

Hiking (between 3000 and 4000 metres altitude)

Hydro zorbing

Parascending (over land)

Sand yachting †

Static line sky diving

Trekking (between 3000 and 4000 metres altitude)

White water canoeing, kayaking and rafting (Grades 3 & 4)

Level 4

Abseiling

BMX cycling (protective gear must be worn)

High diving

Marathon running

Martial arts training

Modern pentathlon

Outward bound pursuits

Paragliding

Quad biking (crash helmet must be worn) †

Scuba diving between 15 and 30 metres (no solo ortechnical diving)

Skateboarding (protective gear must be worn)

Section V – Hazardous activities cover(optional)


Tandem sky diving

Triathlon

Weight lifting training

Yacht or dinghy racing (inland and coastal waters only) †*

Level 5

Bob sleighing ^

Canyoning

Gliding †

Hang gliding

Heli skiing ^

Ice hockey ^

Kite surfing †

Land yachting †

Luging ^

Microlighting (passenger only) †

Parasailing

Rock scrambling

Scuba diving between 30 and 40 metres (no solo ortechnical diving)

Show jumping

Sky diving

Wrestling training

Zorbing

† No Personal liability cover

* Coastal waters are defined as within a 5 milelimit of the coastline for dinghy sailing andsea canoeing/kayaking and within a 12 milelimit for yachting

^ Cover only applies if You have selected thewinter sports option

Important notes

If You take part in a hazardous activity that isnot listed under the level of cover You haveselected, cover will be excluded.

If Your Trip is for the sole purpose of taking partin a hazardous activity that is listed above,please let Us know before booking or travellingas cover may be excluded.

What is not covered

1 This insurance does not cover You whileYou are taking part in any hazardous activitylisted above:

a) unless the appropriate level of cover is shown on Your policy schedule

b) for more than a maximum of 21 daysduring the period of insurance

c) either as a professional or where You receive any financial reward or gain

d) where You are competing in or practising for speed or time trials, sprints or racing of any kind other than on foot or for yacht/dinghy racing,biathlons and triathlons

e) unless You follow all the relevant safetyguidelines and use the recommendedgear and equipment for the activity.

2 Any Insured Person aged under 10 years whois not supervised at all times by an adult.

3 Sky diving and paragliding by any InsuredPerson aged under 16 years.

4 Tandem sky diving by any Insured Personaged under 14 years.

5 Scuba diving if You are not accompanied by aPADI, DIWI, NAUI, BSAC, SAA or SSI memberwith the relevant qualifications for the dive(s)You are undertaking.

6 Scuba diving if You travel by air within 24hours of completing a dive.

7 Any claim caused by You not being physically fitto take part in the activity or if You are sufferingfrom a medical condition which would normallyprohibit a person from taking part in the activity.

39


General exclusionswhich apply to thewhole policyThis policy does not cover the following:

1 Any consequence whatsoever which is thedirect or indirect result of any of thefollowing, or anything connected with anyof the following, whether or notcontributed to by any other cause or event:

war

invasion

act of a foreign enemy

hostilities or warlike operation oroperations (whether war has beendeclared or not)

civil war

revolution, rebellion or insurrection

civil commotion which is of suchseverity or magnitude that it canamount to or be likened to an uprising

military power (even if properlyauthorised by the duly electedgovernment)

usurped power

any action taken to prevent, control orsuppress, or which in any way relates toany of the above.

2 Claims directly or indirectly caused by:

a) ionising radiation or contamination byradioactivity from any nuclear fuel orfrom any nuclear waste from burningnuclear fuel

b) the radioactive, toxic, explosive or otherhazardous properties of any explosivenuclear assembly or nuclear part of anassembly; or

c) pressure waves caused by aircraft andother aerial devices travelling at sonic orsupersonic speeds.

3 Death, injury, illness or disability resultingfrom suicide or attempted suicide, exposureto danger which can reasonably bepredicted (unless You are trying to savehuman life), sexually transmitted diseases orfrom You being under the influence oreffect of alcohol or drugs (other than drugstaken under medical supervision and notfor treating drug addiction).

4 Any loss that is not specifically described inthe stated terms and conditions e.g. We willnot pay for loss of earnings if You areunable to return to work due to injury orillness during Your trip.

5 Any claim arising, directly or indirectly, fromthe failure, or fear of failure, of equipmentor computer program to recognise orcorrectly interpret or process any date asthe true or correct date, or to continue towork correctly after that date. This exclusiondoes not apply to the Emergency medicaland associated expenses, Hospital benefit orPersonal accident sections.


General conditionswhich apply to thewhole policy

1 You must pay Us back any amount whichWe have paid which You are not coveredfor.

2 You must tell Us as soon as possible afterany injury, illness, incident or redundancy, orif You discover any loss or damage whichmay lead to a claim under this policy. Youmust also tell Us if You are aware of anywrit, summons or prosecution. You mustsend Us every communication relating to aclaim immediately.

3 You, or any person acting for You, must notnegotiate, admit or reject any claim withoutOur permission in writing.

4 We may refuse to pay any expenses forwhich You cannot provide receipts or bills.

5 You or Your legal representative must payfor any certificates, information andevidence, which We may need. When thereis a claim for injury or illness, We may askfor, and will pay for, any Insured Person tobe medically examined on Our behalf. Wemay also ask for, and will pay for, a post-mortem examination if any Insured Persondies.

6 If, at the time of an incident which results ina claim under this policy, there is any otherinsurance covering the same loss, damage,expense or liability, We are entitled toapproach that insurer for a contributiontowards the claim, and will only pay Ourshare. This condition does not apply to thePersonal accident or Hospital benefitsections.

7 We are entitled to take over and carry outin Your name the defence or settlement ofany legal action. We may also takeproceedings at Our own expense and forOur own benefit, but in Your name, torecover any payment We have made underthis policy to anyone else.

8 You cannot transfer Your rights under thispolicy. A person, partnership (whetherlimited or not) or company who is notnamed on the policy schedule for this policyhas no rights under the Contracts (Rights ofThird Parties) Act 1999 to enforce any of itsterms.

9 If You make a medical claim You may beasked to supply Your UK Doctor’s name toenable Us to access Your medical records.This will help the treating Doctors, and Us,to provide You with the most appropriatetreatment and assess whether cover applies.If You do not agree to provide this We maynot deal with Your claim.

10 Following the expiry of Your statutorycooling off period, You continue to have theright to cancel Your policy at any time bycontacting Us, but no refund of premiumwill be available. We (or any agent Weappoint and who acts with Our specificauthority) may cancel this policy by sending14 days’ notice to Your last known address.We may return part of the premium to You.We may cancel this policy immediately ifYou do not pay the premium.

Fraud

If You, or anyone acting for You, make a claimunder this policy knowing the claim to be dishonestor intentionally exaggerated or fraudulent inany way, or if You give any false declaration orstatement to support the claim, We will not paythe claim and all cover under the policy will end.

We reserve the right to tell the police about anydishonest claim.

41


Our promise of service

Our goal is to give excellent service to all Ourcustomers but We recognise that things do gowrong occasionally. We take all complaints Wereceive seriously and aim to resolve all Ourcustomers’ problems promptly. To ensure thatWe provide the kind of service You expect Wewelcome Your feedback. We will record andanalyse Your comments to make sure Wecontinually improve the service We offer.

What will happen if You complain?

We will acknowledge Your complaint within2 working days

We aim to resolve complaints, followingassessment and investigation, as quicklyas possible

Most of Our customers’ concerns can beresolved quickly but occasionally more detailedenquiries are needed. If this is likely, We willcontact You with an update within 10 workingdays of receipt and give You an expected dateof response.

What to do if You are dissatisfied

If You are dissatisfied with any aspect of the handling of Your insurance We wouldencourage You, in the first instance, to seekresolution by contacting your insurance advisoror usual Aviva point of contact.

If You have a complaint about a claim You havemade please contact Us on 0800 015 1091.

If You remain unhappy with the decision Youreceive from Us, You may write to the ChiefExecutive UK Insurance, Aviva, 8 Surrey Street,Norwich, NR1 3NS.

If You are dissatisfied with Our final decision(from the Chief Executive Officer), You can refer the matter to the FinancialOmbudsman Service (FOS).

Full contact details of both Our Chief Executiveand the FOS will be provided when we write inresponse to Your complaint.

Whilst We are bound by the decision of theFOS, You are not. Following the complaintsprocedure does not affect Your right to takelegal action.

Financial Services Compensation Scheme

We are members of the Financial ServicesCompensation Scheme (FSCS). You may beentitled to compensation from this scheme if wecannot meet our obligations, depending on thetype of insurance and the circumstances of yourclaim.

Further information about the scheme isavailable from the FSCS websitewww.fscs.org.uk, or write to Financial ServicesCompensation Scheme, 7th floor LloydsChambers, Portsoken Street, London, E1 8BN.

Complaints procedure


43

Please use this space to keep a note of Your personal information in case You need it:

Travel policy number:

UK Doctor’s name:

Surgery address:

Surgery telephone number:

Personal information


Notes


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BTRTG0758 (V28.1) 08.2009

Aviva Insurance UK Limited. Registered in England No. 99122. Registered Office: 8 Surrey Street, Norwich, NR1 3NG.

Authorised and regulated by the Financial Services Authority.

Travel Insurance Helplines

Medical and other emergencies(+44) 1738 635 566

Travel Assistant01603 208 076

Claims Line UK0800 015 1091

Claims Line Abroad(+44) 1603 208 073

Live UK traffic and travel information – just dial 1745 from your Vodafone, O2 or Orange

mobile phone. Your network tariffs apply.

BTRTG0758_80771_POB.qxp:BTRTG0758_80771_POB 11/8/09 14:10 Page OBC4

Documents

Travel Insurance Policy · While travelling Your Travel Assistant will also be able to help You while You are on a Trip by giving advice and guidance: on how to replace lost or stolen