Frequently Asked Questions

Is there an age limit when it comes to purchasing an insurance policy?

Single Trip cover is not available to anyone aged 85 years or over on the date of purchasing this insurance policy.

Please see the Age Eligibility section within the policy wording.

How do I contact you in the event of an emergency abroad?

Please telephone as soon as possible our Emergency Assistance Service on +44 (0) 1733 224 960.

What are the limits and excesses on the policy?

The financial limits and excess amounts vary per cover level. Financial limits relate to the maximum amount we will pay out under an individual section of cover and the excess relates to the amount of money that you are responsible for per incident, per section per insured person claiming.

Please refer to the schedule of benefits table within your policy wording and your insurance certificate for confirmation of these values.

Is this insurance available to non-UK residents?

This policy is only available to you if you are permanently a resident in the United Kingdom and have registered with a Medical Practitioner in the United Kingdom.

Please refer to the Residency section within your policy wording.

Does my policy cover repatriation?

Yes under the emergency medical and other expenses section. However, please note that our Emergency Assistance Service must be contacted to help and support you if you need to be repatriated back to the United Kingdom.

What should I do if I require medical treatment in Australia?

If you require medical treatment in Australia you must enrol with a local Medicare office. You do not need to enrol on arrival but you must do this after the first occasion that you receive treatment.

In-patient and out-patient treatment at a public hospital is then available free of charge. Details of how to enrol and the free treatment available can be found in the Health Advice for Travellers booklet available from your local Post Office. Alternatively please call the Emergency Assistance Service for guidance.

If you are admitted to hospital, contact must be made with the Emergency Assistance Service as soon as possible and their authority obtained in respect of any treatment not available under Medicare.

I am abroad at the moment, can I still buy this insurance policy?

You can only buy this policy when you are located in the United Kingdom.

Please refer to the definition of a holiday within your policy wording.

Can I cancel this policy at any time?

Yes. However, please note that you may only cancel this policy if:

  • You have not travelled.
  • No claim has been made.
  • No claim is intended to be made and that no incident likely to give rise to a claim has occurred within 14 days of receiving the policy documents to obtain a refund of the premium you have paid.

If you do not contact us within this 14 day time period, then you can still cancel the policy but no premium refund will be made to you.

Please refer to the general conditions section within your policy wording.

Do you cover pregnancy?

This policy does not intend to cover the normal costs or losses otherwise associated with pregnancy (including multiple pregnancy) or childbirth. However, this policy will cover you should complications arise with your pregnancy which fall within the definition of complications of pregnancy and childbirth section during your period of insurance.

Please refer to the definitions section of your policy wording.

Are there any significant or unusual exclusions or limitations?

Yes and we strongly recommend that all of our customers read their policy wording as soon as possible to ensure that the insurance provided meets with their individual requirements.

Within each section of cover, exclusions are confirmed that relate specifically to that section of cover. Please note that the policy wording also confirms the general exclusions of cover that apply across your insurance policy.

Is dental treatment covered?

Under the emergency medical and other expenses section of your policy, reference is made to the extent of the available dental cover. Please note that the financial limits and excess amounts vary depending upon the level of cover that you purchase (please refer to the schedule of benefits table within your policy wording) and that we only cover “emergency dental treatment for the immediate relief of pain to your natural teeth incurred outside of your home area, up to the amount shown in the features and benefits table.”

Who is the insurer?

This policy is underwritten by White Horse Insurance Ireland dac who are authorised and regulated by the Central Bank of Ireland. This can be checked by visiting their website at www.centralbank.ie

What is Insurance Premium Tax?

Insurance Premium Tax (IPT) is a tax on general insurance premiums that is paid by a customer at the time of purchasing and paying for their travel insurance policy with Thomas Cook Travel Insurance.

I have some existing medical conditions. Can I get cover for these too? What is classed as an existing medical condition?

Please note that we have designed this insurance policy to cover you for unforeseen events, accidents or serious illnesses that may occur during a period of insurance.

You and anyone insured on this policy will NOT be covered for any claims arising directly or indirectly from the following:

  1. At the time of taking out this policy

    1. You will NOT be covered for any medical condition you are aware of but you have not had a diagnosis for.
    2. You will NOT be covered for any medical condition which has been diagnosed as a terminal condition.
    3. You will NOT be covered for any existing medical condition (as explained below) UNLESS YOU HAVE DECLARED IT TO US AND WE HAVE EXPLICITLY AGREED TO PROVIDE COVER FOR YOUR EXISTING MEDICAL CONDITION.

    Existing medical condition means in the last 12 months, any medical condition for which You or anyone to be insured on this policy:

    1. Has been prescribed medication.
    2. Has received surgery, treatment or investigations in:
      - a hospital (inpatient or outpatient); or
      - a clinic (including a doctors surgery, a medical specialist, a physiotherapist or a nursing home)
    3. Is on a waiting list for or have the knowledge of the need:
      - for surgery; and/or
      - investigation at a hospital (inpatient or outpatient) or a clinic (a doctors surgery, a medical specialist; a physiotherapist or a nursing home).

    In the case of point 3 no cover will be provided under section A – Cancellation, however, cover may be provided for the existing condition while you are away IF YOU HAVE DECLARED IT AND WE HAVE AGREED THIS.

  2. At any time

    1. Any medical condition you are travelling with against the advice of a medical practitioner (or would be travelling against the advice of a medical practitioner had you asked their advice).
    2. Any medical condition for which you are travelling with the aim of receiving medical treatment (including surgery or investigation) or advice outside your home area.
    3. Any medical condition for which you are not taking the recommended treatment or prescribed medication as directed by a medical practitioner.
    4. You travelling against any health requirements set by the carrier, their handling agents or any other public transport provider.

Please note
If you extend this insurance and we agree to include your existing medical conditions, we will issue an endorsement to you that confirms the terms under which we have provided cover.

You must keep the endorsement with your policy documents and produce it if you make a claim or if there is an incident that may give rise to a claim. We have the right not to extend this insurance to cover any existing medical condition or conditions.

What is medical screening?

Medical Screening is a series of questions that we put to our customers to determine if an additional premium is required to cover an existing medical condition.

Please see the previous question and our answer. During the medical screening process, we will ask specific questions to allow us to assess the risk that your existing health condition(s) pose to us – as your insurer.

If we are able to cover your existing medical condition(s) then you will need to pay an additional premium to cover any losses arising from your existing medical condition(s). If you do not pay this additional premium to us then you will not have any cover for any claim(s) that relate to your existing medical condition(s).

Please note that you need to answer all medical screening questions accurately as we will compare your answers to your medical records during our processing of your claim.

Please refer to the important conditions relating to health section, the general exclusions applicable to all sections of the policy as well as the general conditions applicable to the whole policy section within your policy wording.

Can I take out insurance if I am currently being diagnosed, under referral, awaiting an operation or haven’t been discharged from outpatient care?

No. Please see the question above entitled “I have some existing medical condition. Can I get cover for these too? What is classed as an existing medical condition?”

If a medical condition(s) is “excluded” what does that mean?

This means that you will have no cover if you make a claim that relates directly or indirectly to the excluded medical condition. You therefore, will be responsible to pay all applicable costs that you incur as a result of your claim.

Can I purchase cruise cover?

Yes, if you purchase or have purchased either of the Essential, Select or Prime cover levels then you are eligible to buy this additional/optional cover section.

Please refer to the schedule of benefits table within your policy wording.

The extent of cover available under this optional cover section is then fully detailed within the Essential, Select and Prime policy wording under the section header of ‘Cruise Cover.’