Customer Charter

Policy Cooling Off Period

We want to ensure that the policy you purchase is suitable for your needs. If you take out a policy, you should read your policy document and all accompanying documentation carefully once you receive it. If you are not totally satisfied, simply return your policy to us within fourteen days of the Issue date on your schedule and prior to your holiday start date and, as long as no claims has been made, your premium will be refunded in full.
You should read that document carefully when you receive it. It gives you full details of what is and is not covered and the conditions of the cover.

Conditions and Exclusions

Conditions and exclusions will apply to individual sections of your policy, but please also refer to the general exclusions and warranties, which will apply to the whole of your policy.
Health
Your policy contains restrictions regarding pre-existing medical conditions and concerns the health of the people travelling and of other people upon whose health the trip may depend.

Sports and Pastimes

If you are to take part in dangerous sports or pastimes, check that your policy covers you.

Property Claims

These are based on the value of the goods at the time you lose them and not on a ‘new for old’ or replacement cost basis.

Policy Limits

Most sections of your policy have limits on the amount the insurers will pay under that section. Some sections also include other specific limits, for example, daily limits or valuable limits.

Policy Excesses

Under certain sections of the policy, claims will be subject to an excess. This means that you will be responsible for paying the first part of the claim.

Reasonable Care

You need to take all reasonable care to protect yourself and your property.

Mobile Phones

The use of mobile phones should be restricted to emergencies.

Complaints

Your insurance policy will contain a complaints procedure, which tells you what steps you can take if you wish to make a complaint.

Privacy Policy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).
We collect information about you for two reasons: firstly to process your order and secondly, to provide you with the best possible service.
We will not pass on your email address to other trusted traders unless you agree.
We will never collect sensitive information about you without your explicit consent.
The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you notify us of any inaccuracies, we will delete or correct them promptly.
The personal information which we hold will be held securely in accordance with our internal security policy and the law.
We may use technology to track the patterns of behaviour of visitors to our site. This can include using a ‘cookie’, which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.