We have taken time to summarise a series of frequently asked questions, those most commonly asked by our customers.
If we have not succeeded in answering your question, please feel free to contact us.
Please bear in mind that we will only be able to respond to you within working hours, these are Monday to Friday 9:00am to 5:00pm.
You should contact your Travel Agent, Tour Operator, airline or accommodation or credit card provider for a refund in the first instance
Booked through a Travel Agent or Tour Operator
If you booked with a Travel Agent or Tour Operator, you should contact them first to see if you can make any changes to your trip, or if they are able to offer you a refund.
You can make a claim under the Package Travel Regulations if any travel intermediary booked two or more parts of your holiday together and they are then unable to deliver the full package.
You should not pay any additional payments to your Tour Operator or Travel Agent without confirmation that any additional payment is fully refundable should the trip be cancelled for any reason by the operator (for example the balance of the holiday cost where you have only paid a deposit so far).
Booked flights only or accommodation only
If you booked your travel independently, you should still approach the travel provider (airline, accommodation provider etc) in the first instance to rebook or for a refund.
If you have alternative dates to travel after contacting your Travel Agent or Tour Operator, airline and/or accommodation provider, please contact our team who will update your policy. Please note, any change on your policy may result in a change of premium.
There is no cover for the cost of obtaining evidence to support your claim.
If your children or anyone else on the policy have chosen not to have the recommended vaccination(s) you will not be covered for any related claims under this policy. Discretion may be applied if you are medically exempt to have the recommended vaccination(s) and this is shown on your medical records.
If you have been given alternative dates to travel by your airline and/or accommodation provider, please contact our customer service team who will be able to assist you by updating your policy. Please note, any change on your policy may result in a change of premium. Hyperlink ‘customer service team’ to contact page.
General travel information
In the first instance, you should contact your airline, tour operator, accommodation provider, or other carriers to enquire about refunds, or about changing travel dates.
Please check what the entry requirements are required for your destination. If you do not meet the vaccination requirements set by your destination, there is no cover under the insurance policy for your accommodation / travel costs.
If you need to change or cancel your travel insurance policy, please contact our customer service team
There is no cover under your policy if you are not allowed entry to a country which has:
closed its borders; or
placed restrictions on entry to its country to nationals from certain countries; or
placed restrictions to nationals who have travelled to countries affected by an outbreak of an infectious disease
If you are refused entry at passport/border control, you should contact your airline or transport provider to arrange changing your return ticket to allow you to come home early.
If you have been given alternative dates to travel by your airline and/or accommodation provider, please contact our customer service team who will be able to assist you by updating your policy. Please note, any change on your policy may result in a change of premium.
If in doubt please contact our customer service team.
Medical questions answered
We offer cover for a number of many pre existing medical conditions. When going through the quote journey, we will ask a number of questions about your pre existing medical condition(s) which will help us determine whether we can cover you. If you are above our set levels, unfortunately we will not be able to provide cover.
Please note, The Money and Pensions Service (MaPS) have developed a directory of travel insurance providers to ensure customers with pre-existing medical conditions are able to obtain access to travel insurance. As part of getting a travel insurance quote you may wish to contact them for details of these providers by calling 0800 138 7777 or visiting their website: https://traveldirectory.moneyadviceservice.org.uk
If you are thinking about travelling with Asthma, it can be a worrying thought leaving the comfort and safety of home. However, this should not prevent you from taking that dream holiday.
Information on travelling with asthma
Below there are a number of informative articles that we suggest reading, in an attempt to make your trip and travelling with asthma, go as smoothly as possible.
-NHS Choices – http://www.nhs.uk/Livewell/travelhealth/Pages/travelling-with-asthma.aspx
-NHS Fit For Travel – http://www.fitfortravel.nhs.uk/advice/general-travel-health-advice/asthma.aspx
-Asthma UK – http://www.asthma.org.uk/knowledge-holidays
-Asthma UK – http://www.asthma.org.uk/knowledge-bank-living-with-asthma-air-travel
-Kids Health – http://kidshealth.org/parent/medical/asthma/travel_asthma.html
Asthma is well known by many travel and insurance companies and performing research before you go travelling with asthma can make a real difference.
If you have any questions regarding travel insurance and asthma, please contact us for more information
If you or your child have Chickenpox, we recommend that you read these useful information pages provided by NHS Choices:
Chickenpox – Introduction
Chickenpox – Prevention
Chickenpox is infectious and spreads easily and quickly. Your airline may not allow you onboard if you or your child have chickenpox, so you should inform us if you do have it in case your flight needs to be re-arranged. It’s also important to let us know if you or your child has chickenpox during your trip as you may need to extend your stay abroad if you or your child is not well enough to fly home.
About your policy
If you’ve bought a travel insurance policy from Compare The Market and have taken up the offer of 2 for 1 cinema tickets through ‘Meerkat Movies’ please note that cancelling your travel insurance policy may invalidate your Meerkat Movies membership.
Please read the following pages before cancelling your policy:
To cancel your policy, please contact the customer services team on 01403 788 513. Make sure you have your policy number at hand. Please be aware that our policies carry a 14 day cooling off period. If in doubt please contact our customer service team.
Unfortunately we can only provide travel insurance products for residents of the UK. As ERGO UK is a branch of an international team, you may want to visit www.erv.com where there are details of local country websites. Select the country of residence for the policyholder and follow the online instructions.
About your claim
Please ensure that all documentation includes your claim reference number and is sent to the relevant and correct address that is supplied on your appropriate claim form.
There is no cover under our insurance policies for consequential costs such as loss of earnings or the cost of obtaining the relevant documentation to submit a claim.