Questions & Answers

Q. Will this policy cover me if I have a pre-existing medical condition?

1. Have you or anyone travelling with you been referred to a hospital or specialist consultant for a health condition that has:
a. Been diagnosed within the last twelve months; or
b. Been in existence in the last twelve months; or
c. Resulted in treatment being given in the last 12 months?

2. Have you or anyone travelling with you ever received treatment for:
a. A heart related or circulatory condition (such as a heart condition, hypertension, blood vessel disease or a stroke); and/or
b. A breathing condition (other than well-controlled asthma when suffered in isolation);
and/or
c. A cancerous condition?

If you have answered ‘Yes’ to either of the above questions, you must call Travellers Protection Services to find out if cover can be granted.

Telephone: 0870 774 4408
Monday to Friday 8.00 am – 8.00 pm
Saturday 9.00 am – 5.00 pm
Sunday 10.00 am – 4.00 pm

Please note that the insurance helpline cannot offer cover in the following circumstances: if you, anyone
travelling with you or any person upon whose health the trip depends;
i. are travelling against the advice of a medical practitioner; or
ii. are travelling for the purpose of obtaining medical treatment; or
iii. are on a hospital waiting list, or awaiting results of medical tests or investigations; or
iv. are suffering from anxiety, stress or depression; or
v. have received a terminal prognosis by a registered doctor prior to taking out this policy; or
vi. will be more than 26 weeks pregnant at the time you return from the trip.

Should we require any additional premium and you accept our offer, this should be paid to the medical
helpline either by credit card or cheque within 14 days. Should you decide not to pay the additional premium, any claims arising directly or indirectly from the declared health condition and related conditions will not be covered. Any additional health conditions not declared to us will not be covered.

RESIDENCY

Q. Can I buy a travel insurance policy if I do not live in the UK?

A. No. You must be a resident of the UK. To be a resident of a country your main home must be in that country and you must not have been abroad for more than six months in the last year.

Q. Can I buy a travel insurance policy if I have a British passport, but am currently working overseas?

A. Yes, if your main home is still in the UK or Ireland and you have not been abroad for more than six months in the last year. Your trip must start and end in the UK.

AGE LIMITS

Q. What are the age limits under the travel insurance policies you offer?

A. Single trip policy – an age limit of 89 years on the date of departure applies.

Annual policy – an age limit of 79 years on the date the policy commences applies.

Child – this is for children aged 17 years or under and who are travelling with an insured adult

Wintersports – The age limit for Winter Sports cover is 65.

ANNUAL POLICIES

Q. Does the Annual Multi Trip policy cover include winter sports cover?

A. Yes it is automatically included in an Annual Multi Trip policy for up to 17 days per year throughout the policy period. The 17 days that you are covered for do not have to be taken in one trip, if you are going on two winter sports holidays and the total amount of days that you are away is 17 days or less, you will be covered.

PARTICIPATION IN SPORTS & LEISURE ACTIVITIES WHILST YOU ARE AWAY

Q. Is there any cover under the policy for any leisure or sports activities I may participate in during my trip?

A. There is cover for some sports and leisure activities; a full list is in the policy definitions section of policy wording.

AMENDING AN EXISTING POLICY

Q. I have booked my travel insurance policy via the Castle Cover travel insurance website and wish to amend the policy, what do I do?

A. Please call us on 0800 519 60 70 to request your changes. Please ensure that you have your policy number, full name and address and the date that you purchased the policy to hand.

CANCELLING A POLICY

Q. I purchased my travel insurance policy via the Castle Cover travel insurance website and want to cancel my policy, what should I do?

A: If your cover does not meet your requirements, please notify us within 14 days of receiving your policy and return all your documents for a refund of your premium. If during this 14- day period you have travelled, made a claim or intend to make a claim, we are entitled to recover all costs that you have used for those services. Please note that your cancellation rights are no longer valid after this initial 14-day period and there is no provision for refund. Please see the menu option ‘Contact Us’ on the homepage for our contact details.

MAKING A CLAIM

Q. Is there a time limit for making a claim under the policy?

A. Yes, you must obtain a claim form no later than 31 days after the event.

Q How do I make a claim under my policy?

A. Please refer to the ‘How to make a claim’ menu option on the homepage.

NOTIFICATION OF THE EXPIRY OF AN ANNUAL POLICY

Q. If I have an annual policy, will I be notified of when the policy expires?

A. Yes. We will notify you of the expiry of your annual policy at least 21 days in advance.