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Frequently asked questions |
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| Below are some commonly asked questions. If you have a question that is not answered below then please use the Contact Us page. |
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How do I use this website? |
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To get a quick quote first choose your policy type (annual multi-trip, single-trip or backpacker), then select the area and period of travel (area of travel and start date for annual multi-trip), and number of travellers. Then select the policy/cover you require and choose whether you wish to add or delete cover. If you are happy with the price quoted, proceed to purchase after having entered your details as well as those of others to be insured. You must be able to confirm that you and each person to be insured can comply with the Medical Warranty and are eligible for cover and that you have read the Policy Summary (keyfacts), Policy Wording, About our Services and Demands and Needs Statement.
You can pay for your travel insurance online with a Visa, Mastercard, Switch/Maestro or Delta card. Your policy details will be displayed in a printable format and automatically sent to your email address.
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How much will my travel insurance cost? |
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You can obtain a travel insurance policy for as little as £4.38*. The cost of your policy will depend on the type of policy and cover you require, the area you'll be travelling to (or the areas you expect to be travelling to in the case of annual multi-trip), the duration of your trip (for Single-trip) and the number of people travelling.
* Premium £4.38 includes Insurance Premium Tax; based on an individual traveller aged under 55 taking out a ‘Standard’ single-trip policy for 3 days in Europe excluding baggage cover and purchased within 14 days of departure date. |
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How can I pay? |
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You can pay online using a Visa, Mastercard, Switch/Maestro or Delta card. |
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How is my policy delivered? |
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Your policy is delivered via your email address. |
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Who is eligible to take out a policy? |
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24/7 travel insurance is available to persons who are resident in the United Kingdom and registered with a medical practitioner in the UK.
For single-trip and annual multi-trip you must be aged 54 or under to qualify.
For backpacker you must be aged 35 or under to qualify. |
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Are children covered? |
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Up to 6 children/grandchildren aged under 18 years old at the commencement date of the policy can be covered free of charge when insured with adult family members on the same policy. |
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Under an annual multi-trip policy, can children travel independently of an insured adult? |
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No. Adults may travel independently but children/grandchildren must be accompanied by an insured adult. |
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Does the annual multi-trip policy cover holidays taken in the UK? |
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Yes, provided there is pre-booked overnight accommodation or travel. |
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How long can I travel for? |
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Our annual multi-trip insurance covers you for an unlimited number of trips throughout the year, each up to a maximum of 31 days long.
Our single-trip insurance covers individual trips up to a maximum of 94 days long.
Our backpacker insurance covers individual trips up to a maximum of 18 months. |
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Can I return home during the period of my Backpacker policy? [New 2008] |
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You can travel home once during the period of your Backpacker policy and not invalidate the insurance.
All cover will cease on the policy while you are back in the United Kingdom and will commence again when you re-commence your travels. |
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What countries are covered in each area of travel? |
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Whether you are travelling in the UK, Europe or Worldwide, we have a policy to suit you:
Area 1. Europe -
Albania, Andorra, Austria, Azores, Balearics, Belgium, Bulgaria, Canary Islands, Channel Islands, Corsica, Croatia, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Luxembourg, Madeira, Malta, Monaco, Morocco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Russia (west of the Urals), San Marino, Sardinia, Sicily, Slovak Republic, Slovenia, Spain, Sweden, Switzerland, Tunisia, Turkey and United Kingdom.
Area 1A. Australia & New Zealand (including stop over not exceeding 48 hours in Area 2 and Area 3) (Backpacker Policy Only).
Area 2. Worldwide - excluding USA, Canada, Caribbean
All countries excluding USA, Canada, Caribbean.
Area 3. Worldwide - including USA, Canada, Caribbean
All countries including USA, Canada, Caribbean. |
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Can I get travel insurance if I have an existing medical condition? |
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24/7 travel insurance is designed to cater for persons who do not have a pre-existing medical condition. However cover will be provided if you are able to comply with the Medical Warranty and you have one (and only one) of the medical conditions listed.
All persons to be insured should read the Medical Warranty carefully. If you are unable to comply with the 'Medical Warranty', you will be automatically directed to our Free Spirit Travel Insurance website where an alternative quotation and product can be obtained.
For annual multi-trip cover, you must be able to comply with the Medical Warranty at the time of booking each trip. |
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How do I know what I'm covered for? |
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Who are the Insurers? |
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The Single Trip & Annual Multi-trip insurance is arranged by 24/7 travel insurance* and is underwritten by UK Underwriting Limited on behalf of: AXA Insurance UK plc in respect of Sections 1, 2, 4 to 10 and 12. Sections 3 and 11 are underwritten by: IGI Insurance Company Limited.
The Backpacker insurance is arranged by 24/7 travel insurance* and is underwritten by UK Underwriting Limited on behalf of: AXA Insurance UK plc.
* 24/7 travel insurance is a trading name of P J Hayman & Company Limited
P J Hayman & Company Limited is an appointed representative of Crispin Speers & Partners Limited.
Crispin Speers & Partners Limited, UK Underwriting Limited, AXA Insurance UK plc and IGI Insurance Company Limited are authorised and regulated by the Financial Services Authority. This can be checked on the FSA's register by visiting the FSA's website at www.fsa.gov.uk/register or by contacting them on 0845 606 1234. |
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Why should I buy annual multi-trip travel insurance? |
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If you plan to go away more than once in the next year, you can save time and money with our annual multi-trip insurance. With an annual multi-trip policy you may take any number of round trips during the policy period of cover up to a maximum duration of 31 days for any one trip. Winter Sports may be included for up to a maximum of 17 days in total during the policy period of cover on payment of the appropriate additional premium. |
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Do you cover winter sports activities? |
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Yes, this optional cover is available on payment of an additional premium.
Please note that if you select this option under annual multi-trip, Winter Sports cover is included for a maximum of 17 days in total during the policy period of cover. |
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Am I covered for all skiing activities under Winter Sports cover? |
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Provided you have paid the appropriate additional premium, you are covered for skiing in recognised areas (including off-piste provided you are not skiing against local recommendations or where avalanche warnings have been given), ice skating, mono skiing, sledging, snow boarding and tobogganing. |
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Do you cover one-way trips? |
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No; however please call us on 0845 260 1580 for an alternative quotation and product. |
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Am I covered for business travel? |
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24/7 travel insurance has been designed primarily for the leisure traveller; however limited cover for business travel is included. This is restricted to business activity that follows your normal occupation provided this does not involve manual work or exposure to hazardous risks. If you require wider business cover, please call us on 0845 260 1580 for an alternative quotation and product. |
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Am I covered for hazardous activities? |
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If you are going to take part in any hazardous activity, you may not be covered by this policy. A list of 'Acceptable Activities' is shown here.
If you intend to participate in any activity not listed under 'Acceptable Activities', please contact us on 0845 260 1580. |
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Can I delete the policy excess? |
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Yes, for a single additional premium you can have the claims excess deleted. This is referred to as the 'Excess Waiver Option' and is available under single-trip, annual multi-trip and backpacker. If you select this option during the online quote process, the additional premium will be automatically included in your premium. |
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Can we have a lower premium and higher excess? |
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There is no voluntary excess option available under the 24/7 policy. |
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Do you offer a Money Back Guarantee? |
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Yes, if the insurance does not meet your requirements please return it within 14 days of the date of issue, but before departure date. Provided no claim has been made your premium will be refunded in full. |
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Do you have a 24-hour Emergency Medical Assistance Service? |
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Yes, 24/7 Travel Insurance has a 24-hour medical emergency and repatriation service provided by:
PRIMARY ASSIST – EMERGENCY ASSISTANCE SERVICE
Tel. +44 (0) 845 260 1575 e-mail: assistance@primaryassist.co.uk
Further details of this service are shown in your policy document.
Primary Assist staff are on call 24 hours a day throughout the year. They will, when necessary, guarantee medical bills, arrange repatriation and, if required, provide a medical escort.
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Do I need a European Health Insurance Card (EHIC)? |
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A EHIC (which is the replacement for the E111) entitles you to reduced-cost, sometimes free, medical treatment that becomes necessary while you are in a European Economic Union (EEA) country or Switzerland. The EEA consists of the European Union (EU) countries plus Iceland, Liechtenstein and Norway. The card gives access to state-provided medical treatment only. Remember, this might not cover all the things you would expect to get free of charge from the NHS in the UK. You may have to make a contribution to the cost of your care. You may apply for an EHIC online at: www.dh.gov.uk/travellers or by calling 0845 606 2030. Application forms are also available from the Post Office.
Please note: An EHIC is no substitute for travel insurance cover. |
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How do I make a claim? |
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Full details of what you need to do to make a claim are shown in your Policy wording.
Please note: you will be expected to follow the 'Claims Procedure' shown in your Policy wording and to substantiate your claim by providing supporting documentation. |
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How do I get medical assistance when I'm away? |
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For emergency medical assistance while you are away, contact the 24-hour, Emergency Medical Assistance Service (quoting '24/7 travel insurance' and your policy number):
PRIMARY ASSIST – EMERGENCY ASSISTANCE SERVICE
Tel. +44 (0) 845 260 1575
e-mail: assistance@primaryassist.co.uk
Primary Assist staff are on call 24 hours a day throughout the year. They will, when necessary, guarantee medical bills, arrange repatriation and, if required, provide a medical escort.
Please see your Insurance Policy for further details of this service. |
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Do I have to pay my medical bills myself? |
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If you are asked to pay a small bill for medicines and/or outpatient treatment it is often easier to settle your bill direct, keep all receipts and claim for the costs incurred on your return home. If your treatment is expensive (i.e. outpatient treatment and additional related expenses over £300) or you are admitted as an in-patient, the Emergency Medical Assistance Service must be contacted as soon as possible otherwise payment of medical bills cannot be guaranteed. The Emergency Medical Assistance Service can also arrange for those medical expenses covered by the policy to be paid direct to the hospital/clinic. |
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