FAQs

PRE-EXISTING MEDICAL CONDITIONS

Q. Does the policy include cover for all pre-existing medical conditions?

A. No. The policy excludes coverage in respect of certain conditions including heart, circulatory, lung or breathing conditions, cancerous and chronic medical conditions suffered by you or any person whose ill health would force you to cancel or cut short your trip.

Q. What is the definition of a pre-existing medical condition?

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

·         Any heart or circulatory condition (eg heart condition, hypertension, blood vessel or stroke); and/or

·         Any lung or breathing condition (other than mild, well-controlled asthma suffered in isolation); and/or

·         Any cancerous condition; and/or

·         Any chronic illness; and/or

·         Any hospital in-patient treatment for any medical condition suffered during the 12 months prior to taking out this policy.

RESIDENCY

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

A. No.  You must be a resident in the UK or Ireland.  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.

AGE LIMITS

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

A. The cover under the single trip and annual multi trip policies will not apply to any person aged 66 or over at the time the policy is purchased.  

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 23 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.  Yes, providing you have purchased a "Family Rated" annual policy. To be eligible for a "Family Rated" annual policy, all children must be living at home, be aged up to and including age 23 on the date cover commences and in full time education.

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 year throughout the policy period.

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 under the policy when you are participating in any of the acceptable sports and leisure activities listed on pages 5 and 6 of the policy.

If you wish to include cover for any other hazardous sports & leisure activities listed on pages 7, 8 or 9 of the policy, you need to advise us at the time you buy the policy or before you commence your trip.

WINTERSPORTS COVER

Q. Can I extend my travel insurance policy to include Wintersports Cover?

A. yes, subject to the payment of an additional premium wintersports cover can be added to the single trip, backpacker and annual multi trip policies.

GOLF COVER

Q. Can I extend my travel insurance policy to include Golf Cover?

A. yes, subject to the payment of an additional premium golf cover can be added to the single trip and annual multi trip policies.

BUSINESS COVER

Q. Can I extend my travel insurance policy to include Business Cover?

A. yes, subject to the payment of an additional premium business cover can be added to the single trip and annual multi trip policies.

PAYMENT OF IPT/IGL

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%.

AMENDING AN EXISTING POLICY

Q. How do I amend my travel insurance policy?

A. Please email us – travelcitydirect@primaryinsurance.co.uk - 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.

CANCELLING A POLICY

Q. How can I cancel my policy?

A. If you are canceling your policy within 14 days of purchasing it and you have not commenced travel, you should email us at travelcitydirect@primaryinsurance.co.uk .

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

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 – travelcitydirect@primaryinsurance.co.uk

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 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.