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Questions & AnswersCANCELLING 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 canceling your policy within 14 days of purchasing it and you have not commenced travel, you should email us at sunshineenquiry@acumus.co.uk or contact us on 0870 168 0825. 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 canceling your policy within 14 days of purchasing it when booking your holiday and you have not commenced travel, you should email Sunshine Destinations direct at holidays@sunshinecover.com If you are canceling your policy within 14 days of purchasing it when booking your flight and you have not commenced travel, you should email Sunshine Destinations direct at flights@sunshinecover.com Alternatively you can send a fax to 01792 601819 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 0870 168 0825 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.co.uk- requesting your confirmation of purchase to be emailed to you or you can call 0870 168 0825. Please ensure you quote your policy number, date you purchased the policy and email address in your email request. Q. I have booked my travel insurance policy when purchasing my trip, but have not received my policy documents, what do I do? A. Please call Sunshine Destinations direct to request duplicate documents. 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.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. 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 9112575 UPGRADING FROM A SILVER SINGLE TRIP POLICY Q. I have purchased a Silver single trip travel insurance policy when booking my trip and wish to upgrade the policy to either a Premier Policy or to include wintersports cover for the duration of the policy, what do I do? A. Please go to the website and click on the travel insurance link and select the option "Upgrade your policy" on the left hand menu bar. PRE-EXISTING MEDICAL CONDITIONS Q. What is a pre-existing medical condition? A. It is a medical condition which is known to you, which has been suffered or for which medication, advice or treatment has been received within nine months prior to the date of you purchasing 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, your relatives, your travelling companions or anyone whose ill health would force you to cancel or cut short your trip. A relative is defined as "brother, brother-in-law, common-law partner, daughter, daughter-in-law, fiance(e), grandchild, legal guardian, parent, parent-in-law, sister, sister-in-law, son, son-in-law, or spouse who live in your country of residence." Q. If I have or I know of a pre-existing medical condition concerning the health of myself, my relatives, travelling companions 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 non-refundable golfing fees sections of your policy for any claims relating to the pre-existing medical condition. A relative is defined as "brother, brother-in-law, common-law partner, daughter, daughter-in-law, fiance(e), grandchild, legal guardian, parent, parent-in-law, sister, sister-in-law, son, son-in-law, or spouse who live in your country of residence." Q. Is it possible to upgrade the policy to include a pre-existing medical condition? A. Yes. Please go to the travel insurance link on the website and select the option "Upgrade your policy" on the left hand menu bar. You will be advised what the definition of a pre-existing medical condition is and will be provided with a medical screening phone number. Only when you have paid the appropriate additional premium for the premier policy and (if necessary) any declared pre-existing medical condition(s) and have this cover in writing will your policy cover commence. RESIDENCY Q. Can I buy a travel insurance policy, if I do not live in the A. No. You must be a resident in the 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 Q. Can I buy a travel insurance policy, if I am a A. No. Your trip must commence and end in the You must be a resident of the AGE LIMITS Q. What are the age limits under the Silver single trip, Premier single trip and the annual policies you offer? A. If you purchased a Silver policy with your trip booking then the policy will cover persons up to and including age 64 at the date of departure. If you upgrade your policy to 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. If you want to buy a wintersports single trip policy, we cannot offer cover for any person aged 70 or above on the date of departure. Of the single trip policies the wintersports option can only be taken on the Premier single trip policy. You can take out wintersports on the annual policy, which will cover persons up to and including age 64 at the date of commencement. If you want to buy an annual policy, we cannot offer cover for any person aged 65 or above on the date you purchase the policy. If you want to buy a Premier single trip policy, we cannot offer cover for any person aged 70 and over on the date of departure. 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 year throughout the policy period. CONNECTING FLIGHTS Q. If my initial outbound or inbound flight is delayed, which results in me missing my connecting flight, am I covered under this policy? A. No, this policy does not cover missed connecting flights. COVERAGE FOR DIFFERENT AIRLINES Q. I have bought an annual policy, but my next trip does not involve flying with XL OR Travel City Direct airways, 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. Q. Can the policy be extended to include activities or sports which do require a degree of skill or involve a greater risk? A. No. GOLF COVER Q. Can I extend my travel insurance policy to include Golf Cover? A. If you wish to include Golf Cover under your policy, you must upgrade to a "Premier Policy", as golf cover is automatically included under the Premier policy. Golf cover is also provided automatically under the Annual policy. PAYMENT OF IPT/IGL Q. Do I have to pay IPT/IGL (Insurance Premium Tax/Irish Government Levy)? A. Yes. All sterling travel insurance premiums that we quote include IPT at 17.5%. All Euro travel insurance premiums that we quote include IPT at 2%. 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.co.uk or contact us on 0870 168 0825. 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.
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Acumus Insurance Solutions Limited is a member of the Primary Group. Authorised and regulated by the Financial Services Authority. Firm No. 309647 |
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