Questions & Answers

Policies Purchased Prior To 07/06/2007

Q. If I require a copy of the policy wording for a policy purchased prior to the 07/06/2007, what should I do?

A. Please email us - travelcitydirect@primaryinsurance.co.uk - requesting your policy documents. Please ensure you quote your policy number, full name and address and the date you purchased the policy in your email request.

CANCELLING A POLICY

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

A. If you are cancelling your policy within 14 days of purchasing it and you have not commenced travel and a claim does not exist, you should email us at sunshineenquiry@acumus.com or contact us on 0844 573 4155.

If you do not fit the above criteria, no refund will be given.

Q. I purchased my travel insurance policy when purchasing my trip and want to cancel my policy, what should I do?

A. If you are cancelling your policy within 14 days of purchasing it when booking your holiday and you have not commenced travel and a claim does not exist, you should email Sunshine Destinations direct at holidays@sunshinecover.com Alternatively you can send a fax to 01792 601 819 or write to Matrix Alpha, Matrix Business Park, Swansea Enterprise Park Swansea SA6 8RE, with your refund request. Please ensure you quote the Booking Reference, full contact address for the booking and the names & policy numbers of the passengers who wish to cancel within your email. If you do not fit the above criteria, no refund will be given. All refunds will be processed to the original form of payment, within 7 days of receiving the e-mail.

NON-RECEIPT OF YOUR POLICY DOCUMENTS

Q. I have booked my travel insurance policy whilst purchasing my trip, but cannot download my policy documents, what do I do?

A. Please call the Sunshine Destinations helpline on 0871 911 2575 to request documents via the post. Or download them from the travel insurance link on the website.

Q. I have booked my travel insurance policy on the travel insurance website, but have not received my confirmation of purchase or policy documents, what do I do?

A. Please email Sunshine Destinations – sunshineenquiry@acumus.com - requesting your confirmation of purchase to be emailed to you or you can call 0844 573 4155. Please ensure you quote your policy number, date you purchased the policy and email address in your email request. If you only require a copy of the policy, you can download a copy from the travel insurance link on the website.

AMENDING AN EXISTING POLICY

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

A. Please email us – sunshineenquiry@acumus.com - requesting your changes. Please ensure you quote your policy number, full name and address and the date you purchased the policy in your email request.

Q. I have booked my travel insurance policy when purchasing my trip and wish to amend the policy, what do I do?

A. Please contact Sunshine Destinations direct on 0871 911 2575

PRE-EXISTING MEDICAL CONDITIONS

Q. What is a pre-existing medical condition?

A. Any of the following conditions, known to you, which have been suffered or which medical advice, treatment or medication has been received, prior to the date of issue of this insurance:

• any heart related or circulatory condition (such as a heart condition, hypertension, blood vessel disease or a stroke)
• any lung or breathing condition (other than well controlled asthma when suffered in isolation)
• any cancerous condition
• any kidney related disorder
• any chronic illness (a chronic illness as "a recurring, persistent, incurable medical condition, requiring regular, palliative treatment)
• any hospital in-patient treatment during the 24 months prior to the date of taking out this policy.

Q. Does the policy only exclude my pre-existing medical conditions?

A. No. It excludes pre-existing medical conditions which are known to you, concerning the health of you or any other person whose ill health would force you to cancel or cut short your trip.

Q. If I have or I know of a pre-existing medical condition concerning the health of myself or anyone else whose ill health would force me to cancel or cut short my trip, can I still buy a travel insurance policy?

A. Yes, but there will be no cover under the cancellation & curtailment, medical & treatment expenses or the lost green fees sections of your policy for any claims relating to the pre-existing medical condition.

RESIDENCY

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

A. No. You must be a resident in the UK. To be a resident of a country, your main home must be in that country.

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

A. No. Your trip must commence and end in the UK where you reside.

Q. Can I buy a travel insurance policy, if I am a UK resident, but am currently working overseas and my journey will commence and end outside of the UK?

A. No. Your trip must commence and end in the UK. You must be a resident of the UK. To be a resident of a country, your main home must be in that country.

AGE LIMITS

Q. What are the age limits under the Premier single trip and the annual policies you offer?

A. If you purchased a Premier single trip policy then the policy will cover persons up to and including age 69 years at the date of departure. If you purchase an annual policy then the policy will cover persons up to and including age 64 at the date of commencement.

ANNUAL POLICIES

Q. Can children in full time education be covered under a "Family Rated" annual policy?

A. Yes, if living at home, children up to and including age 17 on the date cover commences, who are in full time education can be covered.

Q. Can children travel independently on Annual Multi Trip policies?

A. No, all children must travel at least with one Sunshine Destinations insured Adult.

Q. Does the Annual Multi Trip policy cover include wintersports cover?

A. Yes, if you have paid to automatically include this cover. It offers cover for up to 17 days per policy period.

COVERAGE FOR DIFFERENT AIRLINES

Q. I have bought an annual policy, but my next trip was not booked through Travel City Direct, am I still covered?

A. Yes. The coverage under all annual policies includes coverage for flights and holidays, regardless of which carrier or travel company you are travelling with.

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. The policy automatically includes cover for acceptable sports and activities as listed on page 2 of the policy wording. Only the activities listed, will be covered under the policy. No other activities will be covered.

PAYMENT OF IPT

Q. Do I have to pay IPT (Insurance Premium Tax)?

A. Yes. All sterling travel insurance premiums that we quote include IPT at 17.5%.

PAYMENT PROBLEMS

Q. I am trying to buy my travel insurance policy on the travel insurance website, but it will not accept my debit/credit card, what should I do?

A. During busy periods we sometimes experience a few problems. Please check that your credit/debit card is a card which is taken. If it is a valid card, please re-try buying the policy. If you continue to be unsuccessful, please contact us by email – sunshineenquiry@acumus.com or contact us on 0844 573 4155.

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 45 days after the event.

Q. How do I make a claim under my policy?

A. Please see the menu option "How to Claim".

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 via e-mail of the expiry of your annual policy at least 21 days in advance.