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Travel Frequently Asked Questions


We are pleased to provide you with this FAQ document to help you with some of the most commonly asked questions about travel insurance.

Q. How much does a policy cost?

Prices vary depending on certain factors, such as age, destination, trip duration and the level of cover chosen.

Q. How do I obtain a quotation?

To obtain a quotation:
• Please click on Get A Quote
• Choose the policy type required (ie. a Single Trip or Annual Multi-trip)
• Enter the dates and the destination of the trip required
• Enter your personal details and those of each passenger requiring cover
• Click on the various options available to tailor the quote to meet your specific needs.

Q. When does my Policy start?

Single Trip
The start date and end date of the policy should correspond with the dates of your trip. Cancellation cover will become effective on the date the premium is paid, and the policy is issued.

Annual Multi-Trip
Unlike the Single Trip policy, an Annual Multi-Trip policy should start on the date the holiday is booked and the premium is paid (not from the start date of the first trip) so that the pre-travel cancellation cover is in force, as detailed in section one of the policy wording.

Q. Which geographical area do I choose?

Geographical areas are split into 5 areas, as follows:
Area 1 – UK, Channel Islands, Isle of Man and the Republic of Ireland
Area 2 – The Continent of Europe west of the Ural Mountains, Iceland, Madeira, the Canary Islands, the Azores, Lapland and any country or island with a Mediterranean coastline (but not Israel, Syria, Lebanon or Libya).
Area 3 – Worldwide (excluding USA, Canada, the Caribbean Islands and the Bahamas, Cuba and Bermuda)
Area 4 - Worldwide (including USA, Canada, the Caribbean Islands and the Bahamas, Cuba and Bermuda)

Q. Do I have to be a UK resident?

Yes - Our insurance policies are only available to residents of the United Kingdom, the Channel Islands, the Isle of Man or British Forces Posted Overseas.

Q. Can I purchase a policy if I have already started my journey?

No - A policy must start before leaving the UK and cannot be purchased if you have already started your trip.

Q. Are there any age restrictions on the policy?

You must not be older than the following ages:
For single trip cover - You must not be over aged 85 on the date your policy starts, or when your trip was booked (whichever is later) if travelling to United States of America, Canada or the Caribbean. No age limit applies to other destinations.
For annual multi-trip cover - 74 on the date your policy is issued.

Q. What is the maximum trip duration?

Single Trip – Our single trip policies can provide cover for a trip up to 365 days if under 50 years of age. Shorter trip durations may apply if aged over 49, as follows

Age (Years) Maximum Duration (days)
Up to 49 365
50-64 inclusive 183
65-74 inclusive 75
75-85 inclusive 65
86 and over 17 (no cover available in Area 4)

Annual Multi-Trip - Our annual policies provide cover for multiple trips up to 31 days, as standard. Trips of up to 42 days, 60 days and 90 days can be purchased upon payment of an additional premium.

Q. What should I do if I, or anybody travelling with me, has a pre-existing medical condition?

Some existing medical conditions may be covered under the policy, but customers must contact our confidential medical screening service at Allianz Global Assistance (AWP) on 0208 603 9691 to declare any medical conditions as soon as possible after taking out this insurance. Alternatively, you may visit www.azgahealthscreen.co.uk to make a medical declaration

AWP may require an additional premium or apply an increased excess to provide cover for the declared medical conditions, when they are made aware and have considered the declaration made. Please refer to the Health Declaration and Health Exclusions on pages 11-13 of the policy wording (a copy of which can also be found on the homepage of this site under ‘Important Documents’) to determine whether you need to contact them.

IMPORTANT - The main policy must be purchased through this link, and where you, or anyone travelling with you, have declared pre-existing medical conditions, a separate policy will be arranged through AWP. The two policies will run concurrently.

Q. Does the policy cover skiing and other sports and adventure activities?

Our policies cover many adventurous activities – some activities are included as standard, and some are available at an additional cost. Please refer to the Sports and Leisure activities section on pages 12 - 14 of the Policy documents.

Top Tip:When viewing the Policy Wording, press CTRL & F and type in the activity required, press enter. This will highlight the chosen activity to make it easier to navigate. If the activity is at an altitude, search for the altitude in meters. For example, press CTRL & F, and type in 3,000 for a height up to 3,000 meters.

If you are unable to locate an activity, email enquiries@rushinsurance.co.uk providing details of the activity and where possible, supply a web link so that the details can be viewed by our Underwriters. Alternatively, call us on 0333 400 4013 or email us at: enquiries@rushinsurance.co.uk for further assistance.

Q. How can I add on an activity onto my policy?

This can be added by ticking the Activity Pack relating to your chosen activity when purchasing a policy. If you would like to add it on after your policy has been issued, please call us on 0333 400 4013 or email us at: enquiries@rushinsurance.co.uk for further assistance.

Q. What is the highest level of cancellation cover available?

Both Silver and Gold policies provide cancellation cover up to £5,000 per person as standard. If you do have a higher valued trip, please call us on 0333 400 4013 or email us at enquiries@rushinsurance.co.uk and additional cover may be considered.

Q. Are there any exclusions on the policy?

Conditions and Exclusions apply to all sections of our policies. Full details can be found in the relevant sections of the Policy Wording. Please refer to page 30 of the policy for General Exclusions.

No cover operates if passengers have deliberately exposed themselves to danger and that the incident is due to an accident and not illness, intoxication or infection.

Some policies may carry policy excesses, which means you will be responsible for payment of the excess in the event of a claim. NB. A medical excess imposed by Allianz will apply irrespective of the level of cover chosen.

Q. Do I need insurance if I have a European Health Insurance Card (EHIC) OR Global Health Insurance Card (GHIC)?

Yes – The EHIC / GHIC allows anyone who is insured by, or covered by, a statutory social security scheme of the EEA countries and Switzerland to receive medical treatment in another member state free or at a reduced cost. It does not provide cover for any other benefits.
You may apply for an EHIC/GHIC online at www.dh.gov.uk/travellers or by calling 0300 330 1350. Application forms are also available from the Post Office.

You may apply for an EHIC online at www.dh.gov.uk/travellers or by calling 0300 330 1350. Application forms are also available from the Post Office.

Q. How do I receive my policy documentation?

You will receive your policy information by email.

Q. What if I change my mind about buying the policy or decide it doesn’t suit my needs?

‘A 14 day ‘cooling off’ period applies to all our policies. Should you change your mind, a full refund will apply, providing you have not travelled, made a claim, or are intending to make a claim on the policy, and you have notified us of this within 14 days of the policy issue date. After the initial 14-day period, your cancellation rights are no longer valid.

Outside of the ‘cooling off’ period, a partial refund will only be considered if you have not travelled on the policy, made a claim, or there are any circumstances which may lead to a claim.

Q. Who should I contact in the event of a medical emergency while I am abroad?

You (or your representative) should call an ambulance using the local equivalent of a 999 number, or by dialling 112 within the EU, and then contact Emergency Medical Assistance Facilities on +44 (0) 208 603 9689 for advice. The assistance facilities team are available 24 hours a day to assist our customers needing emergency medical assistance.

Q. Does the policy provide cover for a private clinic or hospital facility for treatment?

The policy does not provide cover for healthcare in a private hospital or clinic. In the event of a medical emergency you should request to go to the nearest public / state medical facility. If in Europe, you should show your EHIC card as medical treatment will be free or at a reduced cost.

Some hotels will urge people to seek private treatment, however, these facilities vary greatly and are not necessarily equipped to deal with all emergencies. They may also give medical attention at over inflated prices so please be aware.

Q. How do I make a claim?

To claim, please visit the website www.allianz-protection.com This will lead you to our online claims notification service where claim forms can be obtained immediately via email or by downloading directly from the site.

Alternatively, contact the Claims Team at Allianz Global Assist for assistance, on 0208 603 9688.

You may also request a claim form by emailing haystravel@allianz-assistance.co.uk or write to the following postal address to request a claim form:

  • Allianz Global Assistance
  • Travel Insurance Claims Department
  • PO Box 451
  • Feltham
  • TW13 9EE


Q. Does the policy provide cover for loss of cash?

Yes. Cover limits will vary depending on the type of policy chosen.
If making a claim, you will be required to report the theft or loss to the police within 24 hours of discovery and ask them for a written police report. If appropriate, you should also report the theft, damage or loss to your courier or hotel / apartment manager and ask for a written report. You will also be asked to provide confirmation, such as foreign exchange receipts and withdrawal slips, from your bank or bureau de change for issuing foreign currency, or suitable evidence for Sterling.

Q. Can I claim for personal possessions, even if I don't have receipts?

Yes. These claims will be considered, but you must report the theft, damage or loss to the police within 24 hours of discovery and ask them for a written police report. If appropriate, you should also report the theft, damage or loss to your courier or hotel / apartment manager and ask for a written report.
To support your personal possessions claim, you will be asked to provide proof of ownership for the lost or stolen items. This includes original receipts, vouchers or other suitable evidence of purchase / ownership / value for lost, stolen or damaged personal possessions. Keep any damaged items as we may need to inspect them.

Q. Where can I access important contact numbers?

All the relevant contact numbers are summarised on the last page of the policy document. You can also locate our important contact numbers by clicking on the 'Contact Us' tab.

Q. Can I review the Policy before I buy it?

You can view our Policy Wording and Insurance Product Information Document (IPID) on the quote system, by using the following link: Please click on Policy Information and select the required document under Important Information.

Q. Who should I contact if I have any additional questions or policy amendments?

You may contact our friendly Customer Service Team on 0333 400 4013 or email enquiries@rushinsurance.co.uk

We are available to answer queries from 9am - 5:30pm Monday to Friday. Please note, we will provide factual information only and are unable to give any advice on whether our products are suitable for a customer’s individual needs.

Covid Cover

Cancellation:

  • Cover if the customer or member of the travelling party have a positive diagnosis of Covid-19 before departure that will prevent them from travelling.
  • Cover if a close relative (not travelling) of the customers, has a positive diagnosis of Covid-19 that will prevent the customers travelling.
  • Cover if the customer is contacted before departure by Track and Trace and advised they must isolate as there is a suspicion of them having Covid-19 and therefore this prevents them from travelling.
  • Cover if they are refused boarding at the UK airport due to displaying signs of Covid-19.

Curtailment:

  • Cover if the customers holiday is cut short and they have to either return home, are held in quarantine or are hospitalised all due to Covid-19.

Emergency Medical Assistance:

  • Cover if any of the travelling party need medical assistance due to Covid-19.
  • Cover for repatriation back to the UK.

Sports Cover / Cruise Cover – Additional supplement required:

  • Sports Cover – Cover for Missed Activity due to contracting Covid-19.
  • Cruise Cover – Cabin Confinement, Shore Excursions and Denied boarding due to contracting Covid-19