Travel insurance frequently asked questions

You can find the answers to our most frequently asked questions below. These answers relate to Hiscox Travel insurance.

Questions about getting a quote, amending a quote, and renewals:

I have already got a quote online – how do I retrieve it?

If you started a quote online and saved it, you can retrieve it here. If you didn’t save it, you can start a new quote here.

How does the renewals process work?

At least 21 days before your policy is due to expire, you will receive a renewal email from us detailing your cover and premium for the following year. If your cover requirements have changed during the past year, (e.g. your medical information has changed) it is your responsibility to notify us of the change before the renewal date.

What if I need to renew my policy while I’m away?

If you need to renew your policy whilst you are travelling, prior to your departure you can arrange for your cover to renew on your renewal date.

What if I want to cancel / amend my policy?

If you need to cancel or amend your policy call us on 0845 643 6046 to speak to one of our team. You can cancel your policy within 14 days of purchase. If you have travelled or made a claim within these 14 days we are entitled to recover costs for services used.

Questions about your cover

Will my Hiscox Home Insurance policy cover my baggage whilst travelling?

Yes, if you have a Hiscox Home Contents Insurance policy, you do not need to select baggage cover with your travel insurance as you are covered under your home contents insurance policy up to the limits shown in your policy wording.

Can my children travel independently?

Yes. Under our family policies we cover children who are 23 or under and still in full time education. If your children are included on your travel policy, then they can travel independently from the main policy holder. They are covered up to the same limits as the main policy holder for all covers except cash, personal accident and collision damage excess waiver. See the policy wording for full details.

I have pre-existing medical conditions – will you cover me?

We can cover a wide range of pre-existing medical conditions under our travel insurance product. Customers with pre-existing medical conditions can call us and speak directly to one of our experienced nurses who will complete a medical screening to determine the correct level of cover for your needs. If we cannot provide cover for you on our core Hiscox scheme then our partner Millstream Underwriting may be able to find an individual solution for you. For more information, contact us on 0845 643 6046.

We strongly recommend that you do not travel abroad without full emergency medical cover.

Is there a limit to the number of days that I can travel for or the length a trip can be?

We offer travel insurance policies with a single trip length limit of 31 or 62 days. This means that any one trip can last for a maximum of 31 or 62 days (depending on the duration selected). The policy gives a total of 21 days of winter sports cover over the year if this extension is selected. There is no limit to the total number of trips that can be taken.

What are the age limits on the policy?

We have a maximum age limit of 69 on our standard Hiscox Travel Insurance product, however, our partner Millstream Underwriting can offer you cover if you are over 69. For more information contact us in 0845 643 6046. The minimum age limit for the main policyholder is 16. Under 16’s can be covered on family policies.

What happens if my travel is disrupted for example by volcanic ash?

If your travel is disrupted, as recently happened when the Grímsvotn volcano erupted in Iceland leading to an ash cloud that grounded flights, a Hiscox travel insurance policy will cover flight cancellations, denied boarding and delayed or missed connections. Cover is also provided for extra transport and accommodation costs.

What does Hiscox business travel insurance cover me for?

We offer business travel insurance as an extension to our core travel insurance product, to cover you whilst travelling on business trips. Cover is also provided for the replacement of any business samples and documents that you take with you, any portable business equipment such as a laptop or projector, any conference fees that you lose and cannot recover, and the cost of reasonable additional travel and accommodation costs for transporting a close business associate from the UK to any pre-arranged meetings that you miss if you fall ill whilst travelling.

What activities am I covered for and what do I need the other activity extension for?

Hiscox Travel Insurance covers a wide range of activities as standard, however those who enjoy more adventurous holidays including more dangerous activities will need to add our extended activity cover to their policy. Click here to see which activities are included as standard and which require extra cover.

What if I want insurance to cover activities outside those covered on the other activities list?

Although we are not able to cover activities that do not appear on the activity list as part of this policy, we may be able to provide an individual solution to suit your needs on a single trip basis. For more information about how we can meet your requirements, contact us on 0845 643 6046.

What if I have special travel requirements that do not fit within your standard policy?

We cannot cater for those with complex medical requirements, who want to do extreme sports on holiday, or those who are over 69 with our standard product, however, our partner Millstream Underwriting will endeavour to find you an individual holiday insurance solution if we cannot meet your needs. For more information, please contact us on 0845 643 6046.

Questions about your policy

What is new for old?

New for old is where we pay a cash settlement if your luggage is lost or damaged, without any reductions in the value for wear and tear to the original item.

When does the policy and cover start?

The policy will begin on the day you have requested it to start and runs for a year from that date.

Cancellation cover starts at the time of booking a trip and ends when you leave your home to commence the trip. All other covers start when you leave your home to commence your trip and last for its duration, until you return home.

What is financial failure protection cover?

There have recently been several high profile incidents where airlines and travel providers have gone bankrupt, leaving travellers stranded in foreign countries, or having to foot the bill for a holiday they never went on. Travellers on package holidays are protected in this eventuality as it is the tour operator’s responsibility to provide a solution, whereas travellers who have booked their flights and accommodation separately may not be. Financial failure cover protects you against financial loss if you have booked a holiday that is not part of a package deal and the provider goes bankrupt.

**What is Defaqto 5* cover?**

‘Defaqto is an independent financial research company specialising in rating, comparing and analysing financial products.’*

‘A Defaqto Star Rating reflects the level of features and benefits offered within a financial product, helping consumers make a more informed decision about which one suits their needs.’* (*Source: Defaqto website)

Defaqto review and assess financial products across various categories and award a Star Rating from 1 to 5. Hiscox Travel Insurance offers 5* cover, which is the highest rating available. To find out more about Defaqto star ratings, visit their website.

What is Insurance Premium Tax?

Insurance Premium Tax is an additional tax on general insurance premiums. While you pay VAT on regular goods, Insurance Premium Tax is paid on insurance. The premium quote you receive includes Insurance Premium Tax at a 20% rate (this increased from 17.5% in January 2011).

What is an excess?

The amount you have to pay towards each agreed claim.

Can I change the excess on my policy?

No. We have a standard excess of £100 on our annual travel insurance policies which applies to all sections apart from travel delay, personal accident, legal expenses and additional hospital benefit, where there is no excess.

When should I contact Specialty Assist?

Specialty Assist provides emergency medical assistance to our policy holders whilst travelling aboard. You should contact them in a medical emergency, or if you need to curtail your trip.

Who is Millstream Underwriting and why are they underwriting the Hiscox Travel Insurance product?

Hiscox has partnered with Millstream Underwriting to provide Hiscox Travel Insurance. Millstream has extensive knowledge and expertise in this market and brings considerable experience to the Hiscox product.

Travel advice – where can I get it?

Whilst travelling, if you need advice, there are a number of places you can go. You can call the Medical Emergency Assistance Service on +44 (0)20 7902 7990 if you need emergency medical assistance, Red 24 on +44 (0)20 3291 2424 if you need security advice or emergency support, or visit the Foreign and Commonwealth Office website. All contact details for UK embassies are on the Foreign and Commonwealth Office website. Alternatively, Hiscox Travel Insurance policy holders can use Enjoy. Enjoy is a travel concierge service included with our travel insurance policies. You can use Enjoy for advice and help with a range of tasks including planning your holidays, booking events and restaurants whilst travelling, and for other non emergency advice and information. For more information about Enjoy, see the policy wording.