Travel Frequently Asked Questions

We are pleased to provide you answers to some of the most commonly asked questions about travel insurance from First Travel. If you have any additional enquiries, please contact us at: enquiries@first-travel-insurance.co.uk
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Covid-19 Travel Insurance FAQs (Policies Issued Before 17 September 2020)

Does my First Travel Insurance policy include any cover for Covid-19?

Please see the policy issue date as the level of cover may vary.

Some of our policies provide cover for COVID-19 but the level of cover may vary depending on the policy type, and the date on which your policy was issued:

For all First Travel Insurance policies issued prior to 17 March 2020:

1. Cancellation and curtailment claims will be considered if you are unable to travel due to a new or declared existing medical condition or have been diagnosed with Covid-19 by a medical professional for trips booked prior to the declared pandemic.
2. Cover will be provided for Emergency Medical Expenses if you contract Covid-19 whilst abroad, provided passengers have not travelled against the advice of the Foreign, Commonwealth and Development Office (FCDO).

• The policy will not provide any cover for trip cancellation or curtailment or denial of boarding on either the outbound flight or the return flight.

For all First Travel Insurance policies issued from to 17 March 2020 to 16 September 2020:

1. Cancellation claims will not be considered if you are unable to travel as a result of the Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2), any mutation of Coronavirus, COVID-19 or SARs-COV-2 or any pandemic or fear or threat of any of these.
2. Cover will be provided for Emergency Medical Expenses if you contract Covid-19 or SARS-COV-2, whilst abroad, provided passengers have not travelled against the advice of the Foreign, Commonwealth and Development Office (FCDO).

• The policy will not provide any cover for trip cancellation or denial of boarding on either the outbound flight or the return flight.

Gold policies issued between 17 March 2020 and 16 September 2020, can be upgraded at an additional charge to include cover for: 

1. Cancellation – if you or anyone named on the policy becomes ill with an infectious disease (including contracting Covid-19) within 14 days of your trip starting, and you are able to provide evidence from a medical professional confirming your illness.
2. Cover will be provided for Emergency Medical Expenses if you contract Covid-19, whilst abroad, provided passengers have not travelled against the advice of the Foreign, Commonwealth and Development Office (FCDO).

• Denial of boarding on your return journey (inbound flight) if you show symptoms.

Please note the above also applies to our Gold policy with Winter Sports.  

If you would like to discuss your options, please contact a member of the Customer Services Team on 0344 482 4011 or email enquiries@first-travel-insurance.co.uk.

Can I upgrade an existing policy to include Covid-19 Cover? 

Yes. From 17 September 2020 you will be able to upgrade your existing Gold policy by contacting a member of our UK based Customer Services Team by email at enquiries@first-travel-insurance.co.uk or call on 0344 482 4011.

General Covid-19 Travel Insurance FAQs (Policies Issued On Or After 17 September 2020)

If an area goes into lockdown, for example Leicester or Greater Manchester, am I covered if I cancel my trip?  

No, the policy does not provide cover for local geographical quarantine. However, if you are diagnosed with Covid-19 and you can provide the appropriate documentary evidence from your Doctor, our policy will provide cover for trip cancellation.

If an area goes into lockdown, for example Leicester or Greater Manchester, am I covered if I show symptoms at the airport? 

If you show symptoms of Covid-19 at the UK airport and are denied boarding, the Gold policy will cover you for Cancellation risks if you subsequently receive a confirmed diagnosis, however, you will need to obtain the appropriate documentary evidence from your Doctor as well the carrier to confirm you have been denied boarding and that your airline or tour operator did not reimburse you or offer alternative dates.

If we are booked to travel to a destination that the Foreign, Commonwealth and Development Office (FCDO) have advised against travelling to, are we covered? 

No cover is provided on First Travel Insurance Policies if you are travelling to a country or specific area that is classified as ‘Advice against all Travel’ or ‘Advice against all but essential Travel’ by the Foreign, Commonwealth and Development Office (FCDO).
In the first instance, we would suggest you contact your airline, travel agent or tour operator to ensure your flights and accommodation are available for your intended trip.
If you do wish to travel to a country against the advice of the FCDO, you may require a specialist travel insurance provider. First Travel Insurance have partnered with battleface, a provider of flexible insurance plans for travellers going to unconventional locations, including those under FCDO “essential only” travel advisories.
For more information and to obtain a battleface quote please click here.

If me or a member of my travelling party contracts Covid-19 within 14 days of our trip departure date, are we covered if we cancel our trip? 

The Gold policy will provide cover under the Cancellation section and will include cover for the proportion of prepaid transport, accommodation & additional travel expenses, and pre-paid excursions booked before you travel, which cannot be recovered from any other source.

What if myself or a member of my travelling party contracts Covid-19 more than 14 days before we are due to travel? Are we covered if we cancel our trip? 

These claims will be considered on a case by case basis, and you will be required to provide evidence from a medical professional confirming your/their illness or infectious disease.

What if myself or a member of my travelling party is well when we depart the UK, but are denied entry to the overseas country due to displaying symptoms? 

If you or a member of your travelling party are refused entry, you are required to follow local authority procedures and contact the 24-hour Assistant Team number +44 (0) 203 829 6639 or +44 (0) 203 829 6745.

If I need to quarantine on my return to the UK, am I covered if I choose to cancel my trip prior to the departure date? 

The policy provides no cover for trip cancellation where you choose to change your travel plans due to the quarantine requirements, which may apply on your return to the UK. This is classed as disinclination to travel, which is an exclusion on our policy.

Am I covered if I choose to cut short my trip, if I need to quarantine on my return to the UK? 

The policy provides no cover for trip curtailment where you choose to change your travel plans due to the quarantine requirements which may apply on your return to the UK. This is classed as disinclination to travel, which is an exclusion on our policy.

If I need to quarantine on my return to the UK, and cannot work, am I covered for loss or earnings? 

The policy provides no cover for loss of earnings if you are required to quarantine for any period on your return to the UK.

What if the advice of the Foreign, Commonwealth and Development Office (FCDO) changes whilst I am abroad?  Am I covered for any medical emergencies or if I contract Covid-19? 

Yes. Cover applies if you, or anyone named on your policy, becomes ill with an infectious disease during your trip (including contracting Covid-19).  You will be required to call and seek approval from our 24-hour Assistant Team number +44 (0) 203 829 6639 or +44 (0) 203 829 6745 and follow all local authority procedures.  

Am I covered if anyone named on the policy has got to return home early because they unexpectedly contract Covid-19? 

Curtailment cover is included and will provide a pro-rata refund of pre-paid trip costs, from the day you return home, if you or anyone named on your policy becomes ill with an infectious disease during your trip (including contracting Covid-19).  You will be required to call and seek approval from our 24-hour Assistance Team number +44 (0) 203 829 6639 or +44 (0) 203 829 6745 and follow all local authority procedures. 

What if I am refused boarding at the overseas airport on my return journey? Will I be covered?  

The Denial of Boarding cover on the Gold policy will provide cover for extra accommodation and return transport at the earliest possible date, based on medical or local authority advice, up to the limits stated in the Policy wording, due to having or being suspected of having an infectious disease (including Covid-19).

Purchase

How much does a policy cost?

Prices vary depending on the policy type, duration of the trip, where you are travelling to, the age and number of people travelling and whether any of the various options are required. To find out how much a policy costs:

• Choose Single Trip Travel Insurance, Annual Multi Trip Travel Insurance or Long Stay Travel Insurance
• Enter the dates and destination of the trip you require
• Enter details of the persons requiring cover
• Click ‘Get Quote’ and the Premiums available to you will appear
• On the following page you can Tailor Your Policy to your requirements
• Finally enter your Contact Details and Purchase

How can I buy a policy?

You can buy a policy online using one of these debit/credit cards: Visa, Mastercard, Maestro, Solo. Follow the process outlined above and if you are happy with the cover and price continue to the payment screen entering your card details.

How do I know that buying my policy online is secure?

First Travel Insurance uses a secure payment gateway that makes the debit/credit card transaction directly and securely with the bank. We do not see, record or store these card details in any form, we simply get approval or decline from the banking institution. Once authorised, it’s instant travel insurance cover – your confirmation email, policy document and other associated documentation is then emailed to you within a matter of minutes for you to print as required. This connection through to the bank uses a 40bit encrypted SSL Web Server Certificate so that any information is encrypted or scrambled, making it impossible to intercept or steal.

Cover

What if I change my mind about buying the policy?

Our policies contain a Cooling Off period of 14 days from the purchase date of the policy. You will be entitled to a full refund during this period provided you have not travelled, claimed on the policy, or there are any circumstances which may lead to a claim.

Outside of the Cooling Off period, a refund will only be considered if you have not travelled on the policy, made a claim, or there are any circumstances which may lead to a claim, as follows:

Single Trip policies – 50% premium refund.
Annual Multi Trip policies – 5% for each full calendar month remaining on the policy.

An administration fee of £15 applies to policies cancelled outside if the 14 day’ cooling off period, subject to policy terms and conditions.

Please refer to your policy wording for full details on how to cancel your policy.

Can I buy First Travel Insurance if I am not a resident of the United Kingdom or Channel Islands?

No, you are only covered if you have been resident in the UK or Channel Islands for the last six months.

Does it matter who I book my travel arrangements through?

No, First Travel Insurance may be purchased independently.

Does First Travel Insurance offer an Annual multi-trip policy?

Yes, apart from policies for Single Trips of up to 365 days and Longstay of up to 548 days, we also offer Annual multi-trip cover. The Annual multi-trip policy provides cover for any number of trips throughout the policy year, with the standard maximum duration of any one individual trip being no longer than 31 days. This can be increased, upon payment of an additional premium, to either 45 days or 60 days per trip. Cover within the UK is also included although certain terms apply (see policy document for full details).

Is there an age limit on the First travel insurance policy?

Our Single Trip policy has no maximum age limit. Our Annual multi-trip policies are available to customers up to 79 years of age. If you are purchasing our Longstay policy, then the maximum age is 64 years of age.

The Single and Multi Trip policies have the following exclusion for Accidental Death and Disability Benefit:
No cover is provided under this section for:

• any payment for permanent disablement when your age is over seventy five (75) at the time of the incident

When does cover begin and end?

You are covered according to the dates you select on your quotation. These will be confirmed on your policy schedule once the policy is purchased. Trip cancellation insurance for Single Trip and Longstay policies is effective from the point of purchase and for Annual multi-trip policies from the date you select cover to start. The other aspects of cover take effect when you commence your journey. Single Trip and Longstay insurance cover ends on arrival back in your home country or on the date shown in your policy, whichever is the earlier. Annual multi-trip policies terminate on the expiry date of the policy.

What is the maximum trip length?

Single Trip cover can be purchased for trips up to 365 days. Our Annual multi-trip policy covers you for a year but no one trip within this period can exceed 31 days duration, unless the 45 day or 60 day extension has been purchased for an additional premium. If you are purchasing one of our Longstay policies then the maximum trip duration is extended to 548 days.

What if I have a medical condition?

The First Travel Insurance Policy you choose may not cover any claims that arise from your pre-existing medical conditions. If you answer ‘yes’ to any of the questions below then you must declare the relevant conditions to us. For us to consider your pre-existing medical conditions please contact the Sales Team on 0203 824 0735. You may be required to pay an additional premium if you wish for your declared medical conditions to be covered and whilst all conditions are considered they may not all have the option for cover. Please note that you have the choice to purchase your Travel Insurance Policy before or after calling the Sales Team . First Travel provide a 14 day cooling off period should you wish to cancel your Policy. Please read and answer the following accurately and carefully:

Am I covered for skiing or other adventure activities?

First travel insurance covers up to 97 adventure activities included as standard. Cover for winter sports including skiing and snowboarding is only applicable when the additional premium has been paid to add winter sports to your policy. If you are taking part in any activities within Activity Packs 2 – 8, the applicable premium must be paid to cover your activity. Please refer to the Covered Hazardous Activities within the policy document or click here to see a full list of Sports and Activities. If you have any queries about a sport you want to take part in on holiday please call us on 0344 482 4011 or email enquiries@first-travel-insurance.co.uk.

Am I covered for loss of cash?

Yes, providing that this section is covered under your policy. Also there is a sub-limit within the personal money section for the amount of cover we provide for cash. Please refer to the policy wording for details on the cover limit for loss of cash.

In respect of Scheduled Airline Failure, what do you mean by ‘inclusive holidays’?

Inclusive holidays is where a flight is purchased with other component parts of the trip e.g. through a tour operator. Where one or more components are booked at the same time. These trips are usually covered under the Air Travel Organisers License (ATOL) arranged by the Civil Aviation Authority (CAA).. The Holiday Financial Failure cover has been designed to include everything outside the ATOL e.g. flight only bookings or where policyholders build up their holidays themselves by booking the end suppliers directly (e.g. arrange flight, then book directly with hotel and arrange taxi from airport etc).

Policy

How do I get my insurance documents?

First travel insurance is all online, so we do not send any policy documents in the post, unless requested to do so. When you buy a policy, we send you an email confirming your purchase of cover. Please note that some email providers do place our Confirmation emails in SPAM / JUNK email folders, due to their automated nature. If you require your Documents to be resent, please email enquiries@first-travel-insurance.co.uk.

Can I purchase a policy if I have already started my journey?

No, you cannot purchase a First Travel Insurance policy if you have already started your travels.

Which geographical area do I choose?

At First Travel Insurance we divide travel destinations into 5 geographical areas, these are:

• UK / Channel Islands
• Europe
• Australasia
• Worldwide Excluding USA, Canada and Caribbean
• Worldwide Including USA, Canada and Caribbean

Which travel area is your destination in:

If you need help trying to find your travel area, try selecting CTRL + F on your keyboard. If you type in your destination in the search box, the computer will find which travel areas your country comes under.

Our Policies will cover all areas up to and including the area you select. For example, an Annual Worldwide policy will also cover trips to Europe.

UK / Channel Islands

Guernsey, Isle of Man, Jersey, United Kingdom

Europe

Albania, Algeria, Andorra, Austria, Azerbaijan, Azores, Balearics, Belarus, Belgium, Bosnia-Herzegovina, Bulgaria, Canary Islands, Corfu, Corsica, Crete, Croatia, Cyprus, Czech Republic, Denmark, Eire, Egypt, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Gibraltar, Greece, Guernsey, Holland, Hungary, Ibiza, Iceland, Ireland, Isle of Man, Israel, Italy, Jersey, Jordan, Kos (Greek Island), Lanzarote, Latvia, Lebanon, Libya, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Majorca, Malta, Minorca, Moldavia, Moldova, Monaco, Morocco, Netherlands, Northern Ireland, Norway, Poland, Portugal, Rhodes, Romania, Russia, San Marino, Sardinia, Serbia, Slovakia, Slovenia, Spain, Syria, Sweden, Switzerland, Tenerife, Tunisia, Turkey, Ukraine, United Kingdom.

Australasia

Australia and New Zealand

Worldwide excluding USA, Canada and Caribbean

Abu Dhabi, Afghanistan, Albania, Algeria, Andorra, Angola, Antarctic, Argentina, Armenia, Ascension Island, Australia, Austria, Azerbaijan, Azores, Bahrain, Balearics, Bali, Bangladesh, Belarus, Belgium, Belize, Benin, Bhutan, Bolivia, Bosnia-Herzegovina, Botswana, Brazil, British Dependent Territories, Brunei Darussalam, Bulgaria, Burkina Faso, Burma, Burundi, Cambodia, Cameroon, Canary Islands, Cape Verde, Central African Rep, Chad, Chile, China, Colombia, Congo, Cook Islands, Corfu, Corsica, Costa Rica, Cote D’Ivoire, Crete, Croatia, Cyprus, Czech Republic, Denmark, Djibouti, Ecuador, Egypt, Eire, El Salvador, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Falkland Islands, Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, Gabon, Galapagos Islands, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Guam, Guatemala, Guernsey, Guinea, Guinea-Bissau, Guyana, Hawaii, Holland, Honduras, Hong Kong, Hungary, Ibiza, Iceland, India, Indonesia, Iran, Iraq, Ireland, Isle of Man, Israel, Italy, Ivory Coast, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Korea, Kos (Greek Island), Kuwait, Kyrgyzstan, Lanzarote, Laos, Latvia, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Luxembourg, Macau, Macedonia, Madagascar, Madeira, Majorca, Malawi, Malaysia, Maldives, Mali, Malta, Marshall Islands, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Midway Island, Minorca, Moldavia, Moldova, Monaco, Mongolia, Morocco, Mozambique, Myanmar, Namibia, Nauru, Nepal, Netherlands, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Niue, Norfolk Island, Northern Ireland, Northern Marianas, Norway, Oman, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Pitcairn Islands, Poland, Portugal, Qatar, Reunion, Rhodes, Rodriguez Island, Romania, Russia, Rwanda, Saipan, Samoa (Western), San Marino, Sao Tone & Principle, Sarawak, Sardinia, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, Somali Republic, South Africa, Spain, Sri Lanka, St Helena, St Pierre & Miquelon, Sudan, Suriname, Swaziland, Sweden, Switzerland, Syria, Taiwan, Tajikistan, Tanzania, Tenerife, Thailand, Togo, Tonga, Trinidad & Tobago, Tristan Da Cunha, Tunisia, Turkey, Turkmenistan, Tuvalu, UAE, Uganda, Ukraine, United Kingdom, Uruguay, Uzbekistan, Vanuatu, Vatican City, Venezuela, Vietnam, Wallis & Futuna, Yemen, Yugoslavia (Former), Zaire, Zambia, Zanzibar, Zimbabwe.

Worldwide Including USA, Canada and Caribbean

Abu Dhabi, Afghanistan, Alaska, Albania, Algeria, Andorra, Angola, Anguilla, Antarctic, Antigua, Argentina, Armenia, Aruba, Ascension Island, Australia, Austria, Azerbaijan, Azores, Bahamas, Bahrain, Balearics, Bali, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bonaire(Antilles), Bosnia-Herzegovina, Botswana, Brazil, British Dependent Territories , British Virgin Isles, Brunei Darussalam, Bulgaria, Burkina Faso, Burma, Burundi, Cambodia, Cameroon, Canada, Canary Islands, Cape Verde, Cayman Islands, Central African Rep, Chad, Chile, China, Colombia, Comoro Islands, Congo, Cook Islands, Corfu, Corsica, Costa Rica, Cote D’Ivoire, Crete, Croatia, Cuba, Curacao, Cyprus, Czech Republic, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, Eire, El Salvador, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Falkland Islands, Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, Gabon, Galapagos Islands, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guernsey, Guinea, Guinea-Bissau, Guyana, Haiti, Hawaii, Holland, Honduras, Hong Kong, Hungary, Ibiza, Iceland, India, Indonesia, Iran, Iraq, Ireland, Isle of Man, Israel, Italy, Ivory Coast, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Korea, Kos (Greek Island), Kuwait, Kyrgyzstan, Lanzarote, Laos, Latvia, Lebanon, Leeward Islands, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Luxembourg, Macau, Macedonia, Madagascar, Madeira, Majorca, Malawi, Malaysia, Maldives, Mali, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Midway Island, Minorca, Moldavia, Moldova, Monaco, Mongolia, Monserrat, Morocco, Mozambique, Myanmar, Namibia, Nauru, Nepal, Netherlands, Netherlands Antilles, Nevis Island, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Niue, Norfolk Island, Northern Ireland, Northern Marianas, Norway, Oman, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Pitcairn Islands, Poland, Portugal, Puerto Rico, Qatar, Reunion, Rhodes, Rodriguez Island, Romania, Russia, Rwanda, Saipan, Samoa (Western),San Marino, Sao Tone & Principle, Sarawak, Sardinia, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, Somali Republic, South Africa, Spain, Sri Lanka, St Helena, St Kitts & Nevis, St Lucia, St Martin, St Martin, St Pierre & Miquelon, St Vincent and The Grenadines, Sudan, Suriname, Swaziland, Sweden, Switzerland, Syria, Taiwan, Tajikistan, Tanzania, Tenerife, Thailand, Togo, Tonga, Trinidad & Tobago, Tristan Da Cunha, Tunisia, Turkey, Turkmenistan, Turks & Caicos Isles, Tuvalu, UAE, Uganda, Ukraine, United Kingdom, Uruguay, USA, Uzbekistan, Vanuatu, Vatican City, Venezuela, Vietnam, Virgin Isles (UK), Virgin Isles (US), Wake Island, Wallis & Futuna, Yemen, Yugoslavia (Former), Zaire, Zambia, Zanzibar, Zimbabwe.

If I have any queries, who do I contact?

Contact the First Travel Sales Team for a quote or any queries prior to purchasing a Policy

Our friendly sales team are open from 9AM-5.30PM on Monday to Friday. Call us on 0344 482 4011 and speak with a member of our friendly UK based sales team.

Contact the First Travel After Sales Team for amendments and upgrades

If you have purchased a First Travel policy and wish to discuss any aspect regarding your existing policy, then please get in touch with us on 0344 482 4011 or email enquiries@first-travel-insurance.co.uk. The After Sales Team are open from 9AM until 5.30PM, Monday – Friday. 

Claims

Can I still claim even if I don’t have receipts for all my personal possessions?

Yes. These claims will still be considered please be aware though that when we receive a personal possessions claim, you will still be asked to provide proof of ownership for the lost or stolen items. We understand that you might not be able to produce receipts for each and every item, however, we do expect that you should be able to provide some evidence of ownership. Typically, the insurers may accept photographic evidence in conjunction with warranty cards, manuals, receipts, bank or credit card statements as proof of ownership. In the end, common sense prevails and you should ask yourself, “Do these documents conclusively prove that I owned this item?”.

Who do I contact in the event of a medical emergency?
The medical emergency team (the Assistance Team) is available 24 hours a day to assist you. You can reach them by calling the UK on +44 (0) 203 829 6745;

Who do I contact to make a claim?

We have appointed the Claims Department to look after your claim. If you require a claim form please obtain a form from the internet at: www.policyholderclaims.co.uk.

Alternatively please advise the section of the insurance on which you want to claim and scheme reference to:

The Claims Department
1 Tower View
Kings Hill
West Malling
Kent
ME19 4UY
Telephone: 0203 829 6761

How am I ever going to remember all these different contact numbers?

We have made this easy for you. All the relevant contact numbers are summarised on the second page of
your policy document. These can also be found by clicking the ‘Contact Us’ tab on the website.

If you are still unsure about any of our Products please do not hesitate to contact our enquiries team directly via email at enquiries@first-travel-insurance.co.uk.