Travel Insurance FAQs

Should I buy an annual or single trip travel policy?

The cover offered for our annual and single trip policies is almost identical. An annual policy could be more suitable for anyone who is likely to travel more once in a year.

What is my Emergency Helpline number?

For emergency assistance whilst abroad, contact your respective helpline number below:

• Sun World Plus +44 (0) 845 303 8580
• PJ Hayman +44 (0) 845 260 1546
• Aviva +44 (0) 1738 635 566
• Fortis +44 (0) 23 8064 4633
• Towergate +44 (0) 113 3180 146

How do I know if my holiday destination is safe to travel to?

The Foreign and Commonwealth Office publishes up-to-date advice on every country and whether or not it's safe to travel there.

To view country specific advice visit the Foreign and Commonwealth Office website http://www.fco.gov.uk

Alternatively, contact the Foreign and Commonwealth Office Travel Advice Line on 0845 850 2829.

I've booked a holiday to a destination which may become dangerous for travel and I no longer want to go there. Can I cancel my holiday with my tour operator?

If the Foreign and Commonwealth Office http://www.fco.gov.uk is not advising against travel to that destination, your tour operator will contend that it's safe to travel there. If you wish to cancel, you should check the terms and conditions of booking, paying particular attention to the section on cancellations.

If the Foreign and Commonwealth Office changes its advice and warns against all non-essential travel to your destination, your tour operator is still not legally obliged to make any concession. However, under the Association of British Travel Agents (ABTA) code of conduct, you should be offered the chance to defer your trip, choose an alternative holiday or have a full refund.

What happens if the Foreign and Commonwealth Office advises against travel to my holiday destination whilst I'm there?

Your tour operator should arrange for your return immediately, free of charge. They should also reimburse you for any unused portion of your holiday. If you have not booked through a tour operator, please call your respective 24 hour emergency helpline.

How can I keep track of Foreign and Commonwealth Office advice whilst I'm away?

If you're worried your chosen destination may be unsafe during your stay, you can:

• a. call us on +44 (0)29 2088 7733
• b. check the Foreign and Commonwealth Office website. Most hotels have internet access or a nearby internet cafe
• c. telephone the Foreign and Commonwealth Office Travel Advice Line on 0845 850 2829. This number is available 24 hours a day, 7 days a week. If you are calling from overseas you should call 00 44 1530 553424 (Monday to Friday, 8am - 8pm) and 00 44 2891 476754 at all other times. Alternatively, their website address is http://www.fco.gov.uk/

I've decided to cancel my holiday, as I don't wish to travel due to the risk of terrorism. Can I claim under my travel insurance policy?

Cancellation on the grounds of war or terrorism isn't covered by your policy.

Do I need baggage and money cover?

Our annual and single trip policies give you the option of removing baggage and money cover if you're certain that it's covered by your home insurance. Please check your household insurance policy to ensure cover will be in place for the duration of your trip.

I'm currently suffering from a medical problem. Will this be covered under my travel policy?

Our medical screening questionnaire will confirm whether claims relating to an existing medical condition will be covered on the policy. You simply need to complete an online quote or call us on 0800 115566 and we'll confirm whether a particular medical condition will be covered.

I'm planning a six week holiday in Spain. Would such a long break be covered under your annual policy?

Our annual policy allows the option of 31, 62 or 92 days cover for any one trip. Provided you have selected at least 62 day cover a six week holiday is fine.

I have four children. Do I need to pay extra for all of them to be covered under 'Family' cover?

Our family rates allow for an unlimited number of children, step children or foster children to be covered.

My partner and I live together but are not married. We also have children, so are we still eligible for the 'Family' rate?

Yes, provided they are named on the policy schedule.

One of my children has turned 18 but would like to go on a family holiday this year - would they be covered?

Under our annual and single trip policies, if your child is in full-time education and travelling with you, then they would usually be fully covered up to the age of 23 but dependent upon the policy limits. Please ask us to ensure the correct cover applies.

What happens if I have a problem abroad?

We have a dedicated 24 hours a day, 365 days a year 24 hour emergency assistance line that you can contact from anywhere in the world. Simply call your respective emergency helpline.

Will I be covered for hazardous sports?

Our annual and single trip policies provide cover whilst participating in some hazardous sports and these are listed in the Hazardous Sports section of the Policy Booklet. If you're taking part in any sport or activity not listed in the Policy Booklet, please contact us on 0800 115566 to check if you can be covered.

If I apply online, will I be covered if I'm going on holiday today?

Provided you buy the cover before the start of the trip, you're covered as soon as you complete your application and payment online. You can get a quote here any time up to an hour before you travel. You'll be given details of your policy number and the 24 hour emergency assistance line. Please ensure you make a note of these to take on your trip. Your policy will be sent to you within 5 working days so you may wish to print the Policy Booklet from the website if you want to take the full details on holiday.

What is the maximum age you'll cover?

The maximum age for an annual trip policy is 85. There is no maximum age for a single trip policy.

How can I pay for my policy?

We offer our customers a choice of easy payment methods. You can choose to pay your premium in a lump sum by debit card or credit card. Paying online is via secure server, which uses advanced encryption technology to ensure your details are safe during transmission.

We accept the following credit and debit cards:

How secure is my personal information?

All your information, including your personal and medical information, is stored securely on our systems. Once your purchase is complete your personalised documents will be stored securely. We use the latest encryption technology, which protects your payment details and all your personal information.

What should I do if I don't want you to send me any marketing material?

You can email us at info@thomas-carroll.co.uk or write to the Data Protection Officer, Thomas Carroll (Brokers) Limited, Pendragon House, Crescent Road, Caerphilly, CF83 1XX, stating your name, address and policy number if applicable.

How do I cancel my policy?

If you are dissatisfied with the cover provided by your policy, you have 14 days to cancel from the date you receive your documents if you are a new customer or from the renewal date if you are an existing customer. As long as you have not made a trip and no incidents have arisen which could result in a claim under your policy, we will refund the premium you have paid. If you wish to cancel your policy at any other time, premiums paid will not be refunded.

If you wish to cancel your policy, please call our customer service line on 0800 115566.

How do I complain?

Your custom is valuable to us and we want you to be completely satisfied with the service we provide. Should you have any reasons whatsoever to be unhappy with our standards then please contact us either in writing or by phone on 0800 115566 in the first instance.

We will endeavour to resolve the matter by close of business on the next business day following receipt of your complaint. However, if this is not possible we will acknowledge your complaint in writing within five business days and advise you who is handling the matter and when you can expect a response. We would hope to provide a full written response within 4 weeks of receipt of the original complaint but if the matter cannot be resolved within this timescale we will write with an explanation as to the progress and the likely timescale involved. Upon expiry of 8 weeks we shall inform you of our final response or what further action is being taken.

Should the matter not be resolved to your satisfaction once our internal complaints facility has been exhausted then you can contact: The Financial Ombudsman Service (FOS); South Quay Plaza, 183 Marsh Wall, London E14 9SR (Telephone Number 0845 0801800). The use of this facility is without prejudice to your right to take legal proceedings.

(Please note that the FOS will only consider complaints from private individuals and any business with a turnover of less than £1,000,000)

How can I renew my policy?

Approximately 3 weeks before your annual policy expires, we'll send you a renewal invitation by post which will give details of how to renew and what your new premium is.

Can I renew my policy on this website?

Yes, some travel insurance policies can be renewed online. Your renewal invitation will tell you if you can use this facility.

Can I renew my policy if I haven't yet received my renewal invitation?

About 3 weeks before your policy is due for renewal, we'll provide you with the details of the terms on which your policy may be renewed. However, you can renew your policy up to 4 weeks before the renewal date. To do this please call us on 0800 115566 (office hours: Monday to Friday 8am - 5.30pm and Saturday 9am - 12pm.)