Travel insurance questions and answers

Nationwide travel insurance is provided by Liverpool Victoria Insurance Company Limited (LV=).

• How could Swine Flu affect your travel policy?
  Please be aware that there is no cover under the LV= travel insurance policy for travel to anywhere the Foreign and Commonwealth Office (FCO) advises against travel to. If a policy was purchased after 1st December 2008 and is provided by Liverpool Victoria and a trip was organised before the FCO advice was issued (and the policy was also bought before that advice) then there is cover for cancellation of the trip. However, please note that the travel policy has a general exclusion that removes all cover for claims arising from or related to an epidemic or pandemic.
• Who can buy Nationwide travel insurance?
  Anyone who is permanently resident in the UK, over 16 years and under 80 years of age may purchase Nationwide travel insurance.
• Who provides Nationwide travel insurance?
  Nationwide travel insurance is underwritten and administered by Liverpool Victoria Insurance Company Limited (LV=).
• Can I buy a travel insurance policy for a couple / partner / family / group?
  Yes, cover for all groups (up to ten people) can be purchased. As additional travellers are added to the policy you will be asked what their relationship is to the policyholder and through this LV= can identify couples and families, and will rate the policy accordingly. People do not have to live at the same address in order to be on the same policy.
• What is your definition of 'partner'?
  The Nationwide travel insurance policy does not define 'partner'. If you would class yourself as living in some form of partnership with another person, for instance if you are living together or are engaged to be married, you may wish to use this terminology to categorise your relationship. 'Civil partner' is a specific legal term and is also available for selection.
• Do you offer a backpacker policy?
  LV= do not offer a specific policy for backpackers; however the single trip policy should suit the needs of most backpackers. Trips of up to 366 days can be covered up to one year in advance of the trip start date.
• How many days can I go on holiday for on a single trip policy?
  One trip up to a maximum of 366 days can be covered under the single trip policy.
• How many days can I go on holiday using an annual multi-trip travel insurance policy?
  If you are going on more than one trip in a 12 month period, the annual multi-trip policy may be more cost effective. The standard maximum trip length on an annual multi-trip travel insurance policy is 31 days, and this can be extended to 45 days, 60 days and 90 days to suit your needs. An annual multi-trip travel insurance policy is not suitable for trips longer than 90 days.
• What is the longest period of time that I can have cover away for?
  366 days is the longest period LV= can provide cover away for on the single trip travel insurance policy. If you buy the annual multi-trip travel insurance policy the maximum trip length is 90 days per trip.
• How many people can be insured on one Nationwide travel insurance policy?
  A maximum of ten people can be insured on one policy.
• Do all those named on a Nationwide travel insurance policy have to travel together?
  No. If you have an annual multi-trip travel insurance policy, all adults (people aged 22 years and over) can travel independently of each other. For anyone aged 16-22 years of age, unaccompanied travel is available for selection. If anyone under the age of 16 years of age requires cover for travelling independently of an insured adult, LV= may be able to provide travel insurance cover. If you would like to discuss this further please call 0800 756 8900.
• Can children on an annual policy travel on their own (independent of an insured adult)?
  Yes. Children are defined on the policy as being aged 16-22 years and can travel independently of an adult if this selection is chosen. If you require cover for children under 16 years of age to travel independently please call on 0800 756 8900 to discuss this further.
• What is your definition of a pre-existing medical condition?
  The definition of pre-existing is explained in detail under the 'Health declaration and health exclusions' in the Document of Insurance. Essentially it is:
  - Any heart condition, breathing condition (including asthma), circulatory condition (including strokes or high blood pressure), gastrointestinal (digestive tract) conditions, bone or joint conditions, or any type of cancer;
  or
  - A medical condition or ailment that an insured person is suffering from or has suffered from in the last 12 months.
• Does Nationwide travel insurance cover pre-existing medical conditions?

  Possibly, travel insurance cover for pre-existing medical conditions can be selected during the application process. If cover is required, all medical conditions for everyone named on the travel insurance policy must be disclosed. If LV= are unable to provide cover for any one persons specific conditions these will be shown as removed from cover in the endorsements.

  LV= do make an additional charge for providing cover for pre-existing conditions. To remove any confusion at the point of claim, they will either be able to provide cover for all an individual's pre-existing conditions or none of them i.e. LV= will not cover some conditions and exclude others. If they are unable to cover a person's pre-existing conditions the premium will reflect that this cover has been removed.

• How do I know if my pre-existing conditions have been covered?
  Your Nationwide travel insurance policy schedule will show all the information that you have declared about your pre-existing conditions. If LV= are unable to provide cover for these conditions the endorsement to the policy will state that there is no cover provided relating to this pre-existing medical condition or symptom and the endorsement will state the sections of the travel insurance policy this restriction relates to.
• I am going to work abroad will you cover me?

  If the purpose of your trip abroad is to find work, unfortunately LV= will not be able to provide you with cover. However, if you are going on a business trip through your employed work, this can be covered and you may select to add 'Business Travel' to your policy.

  Please note no travel insurance cover can be provided for manual work using machinery.

  If you are going on an extended trip abroad e.g. backpacking around a continent(s) and hope to do a little work whilst you are travelling to help fund your trip, it may be possible to provide the cover you require. Please call on 0800 756 8900 to discuss your requirements further.

• Can I cancel my Nationwide travel insurance policy?

  You have a 14 day 'cooling off' period from receipt of your travel insurance policy documentation in which you may cancel the policy and receive a full refund unless you have made a claim.

  After this period you may cancel the travel insurance policy but LV= will be unable to return any premium to you. The only exception to this is if your medical conditions change during the year and you advise them of this and LV= are no longer able to provide medical cover for you.

• How do I make a complaint?

  LV= hope you will not have cause to complain. However, should a situation arise and you would like to do so, please contact:

  Nationwide Travel Insurance
  County Gates
  Bournemouth
  BH1 2NF

  Please supply your name, address, policy number and claim number where applicable and enclose copies of relevant correspondence as this will help to deal with your complaint in the shortest possible time.

  Please refer to the separate Important Info page and the policy summary which sets out the complaints procedure in more detail.

• What is the excess?
  The excess is the amount that LV= will deduct from any claimed amount. The excess is deducted for each person insured, for each type of cover where an excess applies and for each claimed incident. The summary table on page 4 of the Document of Insurance shows the excess amount and the sections it applies to.
• If one of my children becomes ill on holiday and has to receive treatment, are we covered?
  The Nationwide travel insurance policy provides up to £10 million for emergency medical expenses abroad, for each person insured on the policy for up to 12 months from the date of the illness (or injury). If your child has any pre-existing conditions and the illness suffered whilst on a trip is in any way related to a pre-existing condition, you must have selected cover for pre-existing conditions and have declared all pre-existing conditions for all persons on the travel insurance policy, and this should have been accepted by LV=, for cover to be in place.
• Does Nationwide travel insurance allow someone to travel out to be with me if I am critically ill abroad?
  Yes. If the medical advice is for someone to stay with or travel to you from the UK the reasonable extra transport and accommodation costs incurred will be covered.
• If I buy a Nationwide travel insurance policy online today, will I be covered if I'm going on holiday today?
  Yes, provided you buy the cover before you set off on your journey. You should take a note of your policy number and it is recommended that you print a copy of the policy and take this with you when you travel.
• If I take out a Nationwide travel insurance policy today, when will my cover start?

  For single trips the travel insurance cover starts from the policy start date noted on your policy schedule. All other sections of cover start on your trip start date as noted on your policy schedule.

  For annual multi-trip cover, the travel insurance cover starts from the policy start date of your policy as shown on your policy schedule or the date you booked your journey, whichever is later. All other sections of cover start when you leave home to start your trip.

• How far in advance can a booked trip be covered?
  On single trip policies the trip may be up to 12 months away. On an annual multi-trip travel insurance policy you have cover throughout a 12 month period. If you agree to have your policy set up on an automatic renewal you can also be confident that your travel insurance policy will continue so you don't have to worry how far in advance your trip is as long as your cover continues each year.
• What is trip cancellation/curtailment cover?
  Tour operators, cruise liners, airlines and other travel providers have cancellation penalties that usually become more severe the closer the departure date gets. You may lose whatever money you have paid towards your holiday if you have to cancel. For certain specified scenarios such as a serious and unexpected illness of you or a travel companion, Nationwide travel insurance will reimburse you for the money you lose if you do have to cancel.
• What is the personal possessions cover under Nationwide travel insurance?

  Personal possessions are items such as your baggage and valuables and is defined in the Document of Insurance as "each of your suitcases, trunks and similar containers (including their contents) possessions and articles worn or carried by you (including your valuables and passport)."

  You may already have cover for your personal possessions whilst they are outside of your home under your Home Contents insurance policy and for this reason you may choose not to take the personal possessions cover on our travel insurance policy.

  Deselecting this cover on the application form will reduce your premium.

  Please see Section 5 of the Document of Insurance for full details of what is and is not covered.

• How many days winter sports can I do?

  If winter sports cover is selected on an annual multi-trip travel insurance policy, 15 days winter sports cover for the 12 month period of insurance are automatically provided. You may select to increase the number of days covered to 31 days.

  On a single trip travel insurance policy cover can automatically be provided on a trip of up to 31 days. If winter sports cover is required on a longer trip LV= may be able to accommodate this. Please call on 0800 759 8900 to discuss.

• What cover does the Winter Sports travel insurance selection provide?

  Our winter sports section provides cover for skiing, snowboarding, big-foot skiing, cross-country skiing, glacier skiing, mono-skiing, and snow blading. Snow mobiling and skidooing can also be covered if Adventure Activities A is selected by you and is shown on your policy schedule (Personal Liability cover is not provided for these activities).

  Cover is for your ski pack costs if you have to cancel or curtail your journey or cannot ski due to injury or illness during your journey. If your ski equipment is delayed on your outward journey for more than 12 hours LV= will pay towards the hire of alternative equipment and pay for ski equipment if this is permanently lost, stolen or destroyed on your journey.

  There is also cover to get you to another resort if you are unable to ski or snowboard because the ski-lifts and ski-schools are closed due to adverse weather, as well as extra transport and accommodation costs to get you to your destination or home due to avalanche or landslide.

  Maximum cover limits apply. Please refer to the Document of Insurance for full details.

• Am I covered to snowboard / ski 'off piste'?
  Yes, provided you are skiing within the ski area boundaries of a recognised ski resort and following ski patrol guidelines.
• What activities can be covered by the Nationwide travel insurance policy?

  There are a variety of activities that can be covered. Some activities are automatically covered and shown on pages 14 and 15 of the Document of Insurance under 'Standard Activities'. Other activities that can be covered are shown under the lists titled 'Adventure Activities A' and 'Adventure Activities B'. If cover is required for any of the activities under these two lists, this must be selected and will show on the policy schedule.

  For any activities not listed it may be possible to provide cover. Please call 0800 759 8900 with as much detail about the activity as possible and you will be advised whether the cover required can be provided.

• Can I add winter sports or activities cover after my Nationwide travel insurance policy start date?
  It is possible to add covers to your travel insurance policy should these become required. To make any amendment to your Nationwide travel insurance policy please call 0845 640 5930.
• Does the Nationwide travel insurance policy provide business cover?

  Business cover can be added to the travel insurance policy for an additional premium. This cover is only available for the policyholder and/or policyholder's spouse/partner.

  Business cover is suitable if you are self employed or travelling on business for an employer. However, it is not suitable for anyone undertaking manual work as part of their business as this type of work is excluded.

  Please see Section 21 of the Document of Insurance for more information on what is and is not covered and details of the cover limits.

• How do I make a claim?

  If the claim is of a general nature please call to report the incident on:

  General Travel Claims - 0845 640 5931 - 8am – 9pm Monday to Friday 8am – 5pm Saturday

  If the claim regards medical expenses that are likely to be or are already over £250 please call the 24 hour emergency assistance line on either:

  Outside UK - +44 1243 621 545 - 24hrs, 7days a week
  Within UK - 01243 621 545 - 24hrs, 7days a week

• What should I do if my belongings are lost / stolen / damaged whilst I am on holiday?

  Report the theft, damage or loss to the police within 24 hours of discovery and ask them for a written police report. You should also report the theft, damage or loss to your courier/transport provider, or accommodation manager/holiday representative and ask for a written report.

  If the items were lost or damaged in transit you should inform your carrier as soon as possible and in accordance with their conditions of carriage, which may impose a strict time limit. For instance, for damage to checked-in baggage you must claim in writing to an EU airline within 7 days of its return.

  Please keep original receipts, vouchers or other suitable evidence of purchase/ownership/value for lost, stolen or damaged personal possessions.

  If items have been damaged you should keep these as LV= may need to inspect them.

  Please call the general claims line and report the incident with full details of the circumstances of the loss. You will then be advised of the next steps in the claim process.

• How can I pay for my Nationwide travel insurance policy?
  Payment can be made by credit or debit card. The specific cards accepted are: Visa debit, Visa credit, MasterCard, Maestro (previously Switch) and Solo.
• Can I add travellers to my Nationwide travel insurance policy?
  You can add travellers onto your policy at any time as long as there are not already 10 people insured on the policy.
• Can I amend the start date of my Nationwide travel insurance policy?
  No. Once a policy has been set up the cover start date can not be amended. If you decide you want the cover to start from a later date you may cancel the policy within 14 days of receiving your policy documentation and can set up another policy with a different start date.
  
  If, however, you have a single trip policy and the trip start or end dates change, these can be amended provided the trip has not already started.
• Can I change my Nationwide travel insurance from a single trip policy to an annual policy?
  Unfortunately it is not possible to change the type of policy that has been set up. If you decide you wish to change the travel insurance cover, the original policy will need to be cancelled and a new travel insurance policy set up.
• If I need to extend my trip, can I extend my travel insurance policy?

  If you have a single trip travel insurance policy the policy end date can be amended prior to you travelling and can cover up to 366 days for one trip. If you have an annual multi-trip policy cover can be extended to a maximum trip length of 90 days.

  Should you be away on a trip and suddenly need to extend your cover, please call on 0845 640 5930 as soon as you become aware of this requirement.

• How can I renew my Nationwide travel insurance policy?
  If your travel insurance policy was set up on an automatic renewal, your policy will automatically continue. You will be sent a renewal notice at least 21 days before the renewal date, so you can review the premium for the year ahead. You will be advised if there have been any changes to the travel insurance policy and you must advise LV= if any of your details or requirements have changed, for instance any changes to your health or the health of any other person named in the policy. If you have not selected to automatically renew your annual policy a renewal notice will be sent to you at least 21 days before the renewal date.
• What happens if I have no trips planned for next year and my annual Nationwide travel insurance policy automatically renews?
  Your cover is for the full year, so if you think you will be travelling later in the year it may be more cost effective to keep your cover in force. However, if your policy automatically renews and you are aware you will not be going on any trips during the year, or you would simply prefer to have the policy cancelled until you have a trip booked, cancellation can be done in the first 14 days of the policy start date for a full refund of the premium – find the telephone number you need here.
• What does the EHIC (previously E111) do and what is the benefit of using a 'reciprocal health scheme'?

  The European Health Insurance Card (EHIC), which replaced the E111 entitles you to reduced cost, sometimes free, medical treatment in the European Union, Iceland, Liechtenstein, Norway or Switzerland.

  It gives access to state-provided medical treatment only, so might not cover all the things you would expect to get free of charge from the NHS in the UK and you may have to make a contribution to the cost of your care.

  If you are travelling to Australia you can enrol in Medicare which will entitle you to subsidised hospital treatments and medicines.

  The benefit of using a reciprocal health scheme is that if you use one of these and it reduces your medical expenses you may not have to pay an excess.

• What countries are covered under Europe on a Nationwide travel insurance policy?
  The following countries are covered by our definition of Europe:
  Albania, Andorra, Austria, Azores, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Canary Islands, Channel Islands, Croatia, Cyprus, Czech Republic, Denmark, England, Egypt, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Isle of Man, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Moldova, Monaco, Montenegro, Morocco, Netherlands, Northern Ireland, Norway, Poland, Portugal, Romania, Russia west of the Ural mountains, San Marino, Scotland, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Tunisia, Turkey, Ukraine, Vatican City State and Wales.
• How do I know if my holiday destination is safe to travel to?
  The Foreign and Commonwealth Office (FCO) provides up to date advice on every country and advises whether or not it is safe to travel within these countries. Information from the FCO can be found at www.fco.gov.uk or by calling 0845 850 2829.
• Are there any countries I can't travel to under my Nationwide travel insurance policy?
  If you have selected cover for 'Worldwide' (including the USA) there are no blanket restrictions on where you may travel to. However there is no cover to anywhere the Foreign and Commonwealth Office advise against travel to. From time to time it may also be necessary to specifically exclude a country or region of a country. If this should happen you will be advised at the time of purchasing your travel insurance policy.
• 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?

  Unless the Foreign and Commonwealth Office (FCO) is advising against travel to that destination it is likely your tour operator will feel that it is safe to travel there. If you want to cancel you should check the terms of your booking and in particular your cancellation rights.

  If the FCO warns against all non-essential travel to the destination your tour operator is not legally obliged to make any concession to the terms of your booking agreement. However, if your tour operator is a member of the Association of British Travel Agents (ABTA) 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?
  There is no cover under the travel insurance policy for curtailment of the trip due to advice issued by the FCO against travel to that destination. Should this situation arise and you require assistance please contact the 24 emergency assistance helpline.
• Can I claim from the Nationwide travel insurance policy if I visit a country or region that the Foreign and Commonwealth Office do not recommend travelling to?
  No, you cannot claim on your Nationwide travel insurance policy if you travel to a country or region not recommended by the Foreign and Commonwealth Office.
• What happens if I'm the victim of a terrorist attack whilst abroad?
  Terrorism is a general exclusion on the policy; however there is cover for emergency medical and personal accident benefits in the event of terrorism, provided the terrorist attack does not involve nuclear, chemical or biological weapons, devices or agents. War, invasion, act of foreign enemy, hostilities (whether war is declared or not) civil war, civil commotion, rebellion, revolution, insurrection, military force, coup d'etat and weapons of mass destruction are also all excluded from cover, which is standard in the travel insurance industry.
• Will the travel insurance policy cover my holiday if the tour operator goes out of business?
  Should the tour operator you booked your holiday through go out of business and it was ABTA registered, you should be able to obtain compensation through them. The Nationwide travel insurance policy does not provide cover against an operator going out of business, however should this occur LV= can provide you with legal advice through the legal helpline on 0845 640 5933.
• Do I need to take my Nationwide travel insurance documents with me on holiday?
  It is recommended that you do take a copy of your travel insurance policy documents with you. As a minimum please ensure you travel with your policy number and have a note of the contact numbers, which are shown on the back cover of the Document of Insurance.
• Will my travel agent accept a Nationwide travel insurance policy?
  There should be no reason for your travel agent not to accept a Nationwide travel insurance policy. If proof of this cover is required please call 0845 640 5930.

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