AXA Travel Insurance Policy booklet

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					AXA Travel Insurance
Policy booklet




                       November 2011
Contents

Policy summary – travel insurance                   3
Introduction                                        11
Definitions                                         13
General conditions applicable to the whole policy   18
Claims conditions                                   19
Important conditions relating to health             21
What is not covered – applicable to all
sections of the policy                              23
Sports and activities covered                       25
Emergency and medical service                       28
Reciprocal health agreements with other countries   29

Sections of cover
Section A – Cancellation or curtailment charges     30
Section B – Emergency medical and other expenses    34
Section C – Hospital benefit                        38
Section D – Personal accident                       40
Section E – Baggage                                 42
Section F – Personal money, passport
and documents                                       45
Section G – Personal liability                      47
Section H – Delayed departure                       49
Section I – Missed departure                        53
Section J – Legal expenses and assistance           55
Section K – Hijacking                               57
Section L – Mugging                                 58
Section M – Catastrophe                             60
Section N – Home help                               61
Section O – Pet care                                62
Section P – Ski equipment                           63
Section Q – Ski equipment hire                      66
Section R – Ski pack                                68
Section S – Piste closure                           69
Section T – Avalanche or landslide cover            70
Section U – Wedding/Civil partnership cover         71
Section V – Golf cover                              75

Making a complaint                                  79


2
Policy summary – AXA Travel Insurance
This policy summary does not contain full details and conditions of your
insurance – these are located in your policy wording.
This insurance is underwritten by AXA Insurance UK plc.


Type of insurance and cover                   treatment you must enrol with a
Travel insurance for single or                local Medicare office.
annual multi trips – Please refer to       Special conditions apply to each
your booking confirmation for your         section of your policy – Please refer
selected cover.                            to the policy wording for full details.
Various optional covers may also be
included – your booking confirmation       Significant features and benefits
will show if you selected these options.   1 War risks, civil commotion and
                                             terrorism – cover for these events
Age eligibility                              is provided under Section B –
This policy is not available to anyone       Emergency medical and other
aged 76 or over if annual multi trip         expenses, Section C – Hospital
cover is selected. If you reach the age      benefit and Section D – Personal
of 76 during the period of insurance,        accident (unless caused by
cover will continue until the next           nuclear, chemical or biological
renewal date but not after that.             attack) – Please see paragraph 1. in
                                             the What is not covered – applicable to
If single trip cover is selected, this       all sections of the policy in the policy
policy is not available to anyone            wording for full details.
aged 86 or over.
                                           2 The table shows the maximum
                                             benefits you can claim for
Conditions                                   each insured person after the
1 It is essential that you refer to          deduction of the policy excess
  the important conditions relating          (unless otherwise stated). Some
  to health in the policy wording,           sections are optional and these
  as failure to comply with these            are marked* – your booking
  conditions may jeopardise your             confirmation will show if you selected
  claim or cover.                            any of these options.
2 If you are travelling to Australia
  and you require medical



                                                                                      3
Policy summary – AXA Travel Insurance continued




 Section                Title                      Limit                 Excess
    A      Cancellation or curtailment   £3,000                    £100
           charges
           Emergency repairs to          £500                      Nil
           your home

    B      Emergency medical and         £5,000,000                £100
           other expenses

           Emergency dental treatment    £250                      £100

           Funeral expenses abroad       £1,500                    £100

           Mountain rescue               £30,000                   £100

    C      Hospital benefit              £500 (£25 per day)        Nil


    D      Personal accident             £30,000                   Nil
                                         (subject to age)

    E*     Baggage                       £1,500                    £100

           Single article limit          £300                      £100

           Total for all valuables       £300                      £100

           Emergency replacement of      £150 (if not returned     Nil
           baggage                       within 12 hours)


    F      Personal money, passport      £300 cash (£50 if under £100
           and documents                 16) and £200 other
                                         money and documents

           Passport                      £300                      £100

    G      Personal liability            £2,000,000                £100


    H      Delayed departure             £200 (£15 after 12        Nil
                                         hours and £15 per 12
                                         hours delay thereafter)

4
Policy summary – AXA Travel Insurance continued




 Section                Title                     Limit                Excess
    H       Abandonment of trip         £3,000 (after 12 hours £100
                                        delay)

    I       Missed departure            £500                     £100

    J       Legal expenses and          £10,000                  £100
            assistance

    K       Hijacking                   £1,500 (£100 per day)    Nil


    L       Mugging                     £1,500 (£100 per day)    Nil


    M       Catastrophe                 £600                     Nil

    N       Home help                   £250                     Nil

    O       Pet care                    £500 (£250 per day)      Nil

 P* to T*   Winter sports

   P*       Ski equipment               £500 (single article limit £100
                                        £300)

            Hired ski equipment         £250                     £100

   Q*       Ski equipment hire          £150 (£15 per day)       Nil


   R*       Ski pack                    £250                     Nil

            Lost lift pass              £150                     Nil

   S*       Piste closure               £300 (£20 per day)       Nil




                                                                                5
Policy summary – AXA Travel Insurance continued




 Section                  Title                     Limit                 Excess
 P* to T*   Winter sports


    T*      Avalanche or landslide cover   £100                     Nil


    U*      Wedding/Civil partnership
            cover

            Wedding rings                  £250 per person          £100

            Wedding gifts                  £1,000 per couple        £100


            Wedding attire                 £1,500 per couple        £100


            Photographs/video              £750 per couple          £100
            recordings

    V*      Golf cover

            Loss of green fees             £300 (£75 per day)       Nil


            Golf equipment                 £1,000                   £100

            Delayed golf equipment         £300 (after 12 hours     Nil
                                           delay)

            Golf equipment hire            £200 (£20 per day) if    Nil
                                           not returned within 24
                                           hours


            Hole in one                    £150                     Nil




6
Policy summary – AXA Travel Insurance continued




Significant or unusual limitations or         5 You drinking too much alcohol
what is not covered                             resulting in a claim.
1 The standard excesses and                   6 Unlawful actions and any criminal
  any increased amount you have                 proceedings brought against you.
  agreed to pay will be shown within          7 Travel to a country, specific area or
  your policy wording.                          event which the Travel Advice Unit
2 Under annual multi trip policies              of the Foreign and Commonwealth
  there is no cover for trips over              Office (FCO) has advised against
  31 days.                                      all travel or all but essential travel.
3 Any trip that has already begun
  when you purchase this insurance            What is not covered under Section
  will not be covered, except where           A – Cancellation or curtailment
  this policy replaces or you renew           charges
  an existing annual multi trip policy        1 Misconduct leading to
  which fell due for renewal during              dismissal, resignation, voluntary
  the trip.                                      redundancy, entering into a
                                                 compromise agreement or
What is not covered applicable to                where you received a warning or
all sections of the policy                       notification of redundancy before
1 War risks, civil commotion,                    you purchased this insurance or
   terrorism, (except under Section              at the time of booking any trip.
   B – Emergency medical and other            2 Any circumstances known
   expenses, Section C – Hospital                to you before you purchased
   benefit and Section D – Personal              this insurance or at the time
   accident unless caused by                     of booking any trip that could
   nuclear, chemical or biological               reasonably be expected to result
   attack), sonic bangs, radioactive             in a claim.
   contamination.                             3 Claims arising directly or indirectly
2 There are a number of sports,                  from volcanic eruptions and/or
   activities and winter sports that             volcanic ash clouds.
   are not covered – Please see
   paragraphs 4, 5, and 6 in the What is      What is not covered under Section
   not covered – applicable to all sections
                                              B – Emergency medical and other
   of the policy in the policy wording.
                                              expenses
3 Climbing on or jumping from
                                              1 Treatment or surgery which in
  vehicles, buildings or balconies
                                                the opinion of AXA Assistance,
  regardless of the height.
                                                can wait until your return to your
4 Wilful, self inflicted injury, suicide,       home area.
  drug use or solvent abuse.


                                                                                      7
Policy summary – AXA Travel Insurance continued




2 Medication, which prior to                 4 Business goods, samples or
  departure is known to be required.           tools used in connection with
3 Expenses incurred as a result of             your occupation.
  a tropical disease where you have
  not had the NHS recommended                What is not covered under Section
  inoculations and/or taken the              F – Personal money, passport and
  NHS recommended medication.                documents
                                             1 Personal money or your passport
What is not covered under Section               or visa left unattended at any
C – Hospital benefit                            time unless in a hotel safe,
1 Hospitalisation, compulsory                   safety deposit box or in your
  quarantine or confinement to your             locked accommodation.
  accommodation as a result of a             2 Loss or theft of traveller’s
  tropical disease where you have               cheques where you have not
  not had the NHS recommended                   complied with the issuing
  inoculations and/or taken the                 agents conditions.
  NHS recommended medication.
                                             What is not covered under Section
What is not covered under Section            G – Personal liability
E – Baggage
                                             1 Pursuit of any trade, business
1 Valuables left unattended at any              or profession, or the ownership,
   time unless in a hotel safe, safety          possession or use of
   deposit box or in your locked                mechanically propelled vehicles,
   accommodation.                               aircraft or watercraft.
2 Baggage contained in an
  unattended vehicle between 9 pm            What is not covered under Section
  and 9 am (or at any time between           H – Delayed departure
  9 am and 9 pm unless it is locked
  out of sight in a secure baggage           1 Strike or industrial action existing
  area) – Please see the definition of         or being publicly announced
    secure baggage area in the Definitions
                                               by the date you purchased this
    in the policy wording.
                                               insurance or at the time of
                                               booking any trip.
3 Contact or corneal lenses,
                                             2 Claims arising directly or indirectly
  hearing aids, dental or medical
                                               from volcanic eruptions and/or
  fittings, ski equipment, golf
                                               volcanic ash clouds.
  equipment and other items are
  excluded – See your policy wording         3 Any costs incurred by you which
  for the full list.                           are recoverable from the public
                                               transport operator or for which
                                               you receive or are expected to

8
Policy summary – AXA Travel Insurance continued




  receive compensation, damages,              vehicle between 9 pm and 9 am
  refund of tickets, meals,                   (or at any time between 9 am and
  refreshments, accommodation,                9 pm unless it is locked out of
  transfers, communication                    sight in a secure baggage area)
  facilities or other assistance.             – Please see the definition of secure
4 Any travel and accommodation                baggage area in the Definitions in the
  costs, charges and expenses                 policy wording.
  where the public transport               2 A deduction for wear, tear and
  operator has offered reasonable            depreciation will be made on ski
  alternative travel arrangements.           equipment – see table in Section
                                             P – Ski equipment.
What is not covered under Section
I – Missed departure                       What is not covered under Section
1 Strike or industrial action existing     U – Wedding/Civil partnership cover
   or being publicly announced             1 Valuables, bank notes and
   by the date you purchased this             currency notes left unattended
   insurance or at the time of                unless in a hotel safe, safety
   booking any trip.                          deposit box or in your locked
2 Your failure to arrive at the               accommodation.
   departure point in time to board        2 Baggage contained in an
   any connecting public transport            unattended vehicle between 9 pm
   after your departure on the initial        and 9 am (or at any time between
   international outbound and return          9 am and 9 pm unless it is locked
   legs of the trip.                          out of sight in a secure baggage
3 Claims arising directly or indirectly       area) – Please see the definition of
  from volcanic eruptions and/or              secure baggage area in the Definitions
  volcanic ash clouds.                        in the policy wording.
                                           3 Contact or corneal lenses,
What is not covered under Section            hearing aids, dental or medical
O – Pet care                                 fittings, ski equipment, golf
                                             equipment and other items are
1 Claims arising from your bodily            excluded – see your policy wording
  injury or illness that is not covered      for the full list.
  under Section B – Emergency
  medical and other expenses.              4 Business goods, samples or
                                             tools used in connection with
                                             your occupation.
What is not covered under Sections
P, Q, R, S & T – Winter sports
1 Ski equipment contained in
   or stolen from an unattended

                                                                                       9
Policy summary – AXA Travel Insurance continued




What is not covered under                     documents, no premium refund
Section V – Golf cover                        will be made. See General conditions
1 Misconduct leading to dismissal,            applicable to the whole policy in the
  resignation, voluntary redundancy,          policy wording for full details. 
  entering into a compromise
                                              Claim notification
  agreement or where you received
  a warning or notification of                To make a claim contact
  redundancy before you purchased             0845 366 2217 (except for Legal
  this insurance or at the time of            expenses where you should contact
  booking any trip                            0845 366 2214).
2 Any circumstances known                     Making a complaint
  to you before you purchased                 Any complaint you may have should
  this insurance or at the time               in the first instance be addressed
  of booking any trip that could              to the claim office or agent from
  reasonably be expected to result            which you purchased the policy
  in a claim.                                 as applicable. If you are not
3 Golf equipment contained in an              satisfied with the way in which your
  unattended vehicle between 9 pm             complaint has been dealt with, you
                                              should write to the Customer Care
  and 9 am (or at any time between
                                              Department of AXA Insurance.
  9 am and 9 pm unless it is locked
  out of sight in a secure baggage            If the complaint is still not resolved,
  area) – Please see the definition of        you can approach The Financial
                                              Ombudsman Service. Referral to the
     secure baggage area in the Definitions
                                              Financial Ombudsman will not affect
     in the policy wording.                   your right to take legal action.
Duration                                      Full details of addresses and
                                              contact numbers can be found
This policy lasts for a period of 12          within the Making a complaint
months after which it automatically           section of the policy wording.
expires, or it is for a single trip –
Please refer to your booking confirmation     Financial Services Compensation
for your selected cover.                      Scheme (FSCS)
Cancellation period                           We are covered by the Financial
                                              Services Compensation Scheme
You are free to cancel this policy            (FSCS). You may be entitled to
at any time. If you wish to cancel            compensation from the scheme in
within 14 days of receipt of the              the unlikely event we cannot meet
policy documents, you may do so               our obligations to you. This depends
by contacting the agent from which            on the type of insurance and the
you purchased the policy providing            circumstances of the claim. Further
you have not travelled and no claim           information about the compensation
has been made. If you cancel after            scheme arrangements is available
the first 14 days of receipt of the           from the FSCS (www.fscs.org.uk).
10
Introduction

This is your travel insurance policy. It contains details of what is covered,
conditions and what is not covered, for each insured person and is the basis
on which all claims will be settled. It is validated by the issue of the booking
confirmation which we recommend be kept with the policy.
In return for having accepted your premium we will in the event of bodily
injury, death, illness, disease, loss, theft, damage, legal liability or other
specified events happening within the period of insurance provide insurance
in accordance with the operative sections of your policy as referred to in your
booking confirmation.
The booking confirmation and any endorsements are all part of the policy. Your
policy is evidence of the contract of insurance.

United Kingdom residents                    until the next renewal date but not
This policy is only available to you        after that.
if you are permanently resident in          Single trip
the United Kingdom and registered
with a medical practitioner in the          If single trip cover is selected, this
United Kingdom.                             policy is not available to anyone
                                            aged 86 or over.
The law which applies to this policy
                                            Policy excess
You and we can choose the law
which applies to this policy. We            Under most sections of the policy,
propose that English Law applies.           claims will be subject to an excess.
Unless we and you agree otherwise           This means that you will be
English law will apply to this policy.      responsible for paying the first part
                                            of each and every claim per incident
                                            claimed for, under each section by
Age eligibility                             each insured person, unless you
Annual multi trip                           have paid the additional premium
                                            to waive the excess as stated in the
This policy is not available to anyone      booking confirmation. The excess
aged 76 or over if annual multi trip        waiver however, is not available to
cover is selected. If you are aged          you if you are aged 75 or over.
under 18 you are only insured when
travelling with one or both of the
insured adults (or accompanied by           Helplines
another responsible adult).                 Please carry this policy with you in
If you reach any of the ages                case of an emergency.
mentioned above during the period
of insurance, cover will continue


                                                                                     11
Introduction continued




AXA Insurance
AXA Insurance UK plc is authorised
and regulated by the Financial Services
Authority. FSA number 202312.
This can be checked on the FSA’s
register by visiting the FSA’s website
at www.fsa.gov.uk/register or by
contacting them on 0845 606 1234.

Data Protection Act Notice
To set up and administer your policy
we will hold and use information
about you supplied by you and by
medical providers. We may send it
in confidence for processing to other
companies acting on our instructions
including those located outside the
European Economic Area.




12
Definitions

These definitions apply throughout your policy booklet. Where we explain
what a word means that word will appear highlighted in bold print and have
the same meaning wherever it is used in the policy. We have listed the
definitions alphabetically.

Baggage                                  Couple
means luggage, clothing,                 means you and your close relative
personal effects, valuables and          who lives with you in a domestic
other articles (but excluding ski        relationship at the same address
equipment, golf equipment,               as you.
personal money and documents of
any kind) which belong to you (or for    Curtailment/Curtail/Curtailed
which you are legally responsible)
which are worn, used or carried by       means either:
you during any trip.                     1 abandoning or cutting short the
                                           trip by direct early return to your
Bodily injury                              home area, in which case claims
                                           will be calculated from the day
means an identifiable physical injury      you returned to your home area
caused by sudden, unexpected,              and based on the number of
external and visible means including       complete days of your trip you
injury as a result of unavoidable          have not used, or
exposure to the elements.
                                         2 by attending a hospital outside
                                           your home area as an in-patient
Close business associate                   or being confined to your
means any person whose absence             accommodation abroad due to
from business for one or more              compulsory quarantine or on the
complete days at the same time as          orders of a medical practitioner,
your absence prevents the proper           in either case for a period in
continuation of that business.             excess of 48 hours. Claims will
                                           be calculated from the day the
Close relative                             ill/injured person was admitted
                                           to hospital or confined to your
means mother, father, sister,              accommodation and based on
brother, wife, husband, civil partner,     the number of complete days
daughter, son, grandparent,                for which you were hospitalised,
grandchild, parent-in-law, son-in-         quarantined or confined to your
law, daughter-in-law, sister-in-law,       accommodation. Cover only
brother-in-law, step parent, step          applies to ill/injured persons.
child, step sister, step brother,
foster child, legal guardian,
domestic partner or fiancé/fiancée.

                                                                             13
Definitions continued




Family cover                              Medical condition
means up to two adults and up to          means any disease, illness or injury.
four of their children, grandchildren,
step children or foster children aged     Medical practitioner
under 18, accompanying the parents
or legal guardian insured on the          means a registered practising
same policy travelling on any trip to     member of the medical profession
the same destination. The children        recognised by the law of the country
are only insured when travelling with     where they are practising, who is not
one or both of the insured adults, (or    related to you or any person who you
accompanied by another responsible        are travelling with
adult) but under annual multi trip
cover either adult is also insured to     Period of insurance
travel on their own.                      1 means if annual multi trip cover is
                                            selected: the period of 12 months
Golf equipment                              for which we have accepted the
means golf clubs, golf balls, golf bag,     premium as stated in your booking
golf trolley and golf shoes.                confirmation. During this period
                                            any trip not exceeding 31 days is
                                            covered, but limited to 17 days in
Home                                        total in each period of insurance
means your normal place of                  for winter sports (provided you
residence in the United Kingdom             have paid the appropriate winter
                                            sports premium to include this
Home area                                   cover). Under these policies
                                            Section A – Cancellation cover will
For residents of the United Kingdom         be operative from the date stated
excluding Channel Islands and the           in the booking confirmation or the
Isle of Man, your home area means           time of booking any trip (whichever
the United Kingdom excluding                is the later date) and terminates
Channel Islands and the Isle of Man.        on commencement of any trip.
For residents of the Channel Islands
and the Isle of Man, your home area       2 means if single trip cover is
means either the Channel Islands or         selected: the period of the
the Isle of Man depending on where          trip and terminating upon its
your home is.                               completion, but not in any case
                                            exceeding the period shown
                                            in your booking confirmation.
Insured Person                              Under these policies Section
See definition of You/Your/                 A – Cancellation cover will be
Yourself/Insured person.                    operative from the time you pay
                                            the premium.


14
Definitions continued




For all other sections of the policy,      stroke, Crohn’s disease,
whichever cover is selected, the           epilepsy or cancer for which you
insurance starts when you leave            have ever received treatment
your home or for a business trip           (including surgery, tests or
your place of business (whichever          investigations by your doctor
is the later) to start the trip and        or a consultant/specialist and
ends at the time of your return to         prescribed drugs or medication).
your home or place of business           2 Any medical condition for
(whichever is the earlier) on              which you have received
completion of the trip.                    surgery, in-patient treatment or
However any trip that had already          investigations in a hospital or clinic
begun when you purchased this              within the last twelve months.
insurance will not be covered,           3 Any medical condition for which
except where this policy replaces or       you are taking prescribed drugs
you renew an existing annual multi         or medication.
trip policy which fell due for renewal
during the trip.
                                         Public transport
The period of insurance is
automatically extended for the           means any publicly licensed aircraft,
period of the delay in the event that    sea vessel, train, coach or bus
your return to your home area is         on which you are booked or had
unavoidably delayed due to an event      planned to travel.
insured by this policy.
                                         Secure baggage area
Personal money                           means any of the following, as and
means bank notes, currency notes         where appropriate:
and coins in current use, travellers’    1 The locked dashboard, boot
and other cheques, postal or               or luggage compartment of a
money orders, pre-paid coupons or          motor vehicle
vouchers, travel tickets, event and
                                         2 The locked luggage compartment
entertainment tickets, phonecards,
                                           of a hatchback vehicle fitted with
money cards and credit/debit or
                                           a lid closing off the luggage area,
pre-pay charge cards all held for
                                           or of an estate car with a fitted
private purposes.
                                           and engaged tray or roller blind
                                           cover behind the rear seats
Pre-existing medical condition
                                         3 The fixed storage units of a locked
means:                                     motorised or towed caravan
1 Any respiratory condition              4 A locked luggage box, locked to a
  (relating to the lungs or                roof rack which is itself locked to
  breathing), heart condition,             the vehicle roof.

                                                                               15
Definitions continued




Ski equipment                            If annual multi trip cover is selected
means skis (including bindings), ski     any trip not exceeding 31 days is
boots, ski poles and snowboards.         covered, but limited to 17 days in
                                         total in each period of insurance
                                         for winter sports (provided you have
Terrorism                                paid the appropriate winter sports
means an act, including but not          premium to include this cover). If
limited to the use of force or           any trip exceeds 31 days there is
violence and/or the threat thereof,      absolutely no cover under this policy
of any person or group(s) of             for that trip (not even for the first 31
persons, whether acting alone or on      days of the trip), unless you have
behalf of or in connection with any      contacted us and we have agreed in
organisation(s) or governments,          writing to provide cover.
committed for political, religious,      In addition, any trip solely within
ideological or similar purposes          your home area is only covered
including the intention to influence     where you have pre-booked at least
any government and/or to put the         three night’s accommodation in
public, or any section of the public,    a hotel, motel, holiday camp, bed
in fear.                                 and breakfast, holiday cottage or
                                         similar accommodation rented for
Trip                                     a fee. Each trip under annual multi
means any holiday, business or           trip cover is considered to be a
pleasure trip or journey made by         separate insurance, with the terms,
you within the area of travel shown      definitions, What is not covered and
in the insurance details contained       conditions contained in this policy
in your booking confirmation which       applying to each trip. Where we
begins and ends in your home             have agreed to cover your medical
area or place of business during         condition, this applies to each trip
the period of insurance, but with        during the period of insurance.
cover for one way trips or journeys
ceasing 12 hours after you first         Unattended
leave the immigration control of         means when you are not in full
the country in which your final          view of and not in a position to
destination is situated.                 prevent unauthorised interference
However any trip that had already        with your property or vehicle.
begun when you purchased this
insurance will not be covered,
except where this policy replaces or
you renew an existing annual multi
trip policy which fell due for renewal
during the trip.


16
Definitions continued




United Kingdom
means England, Scotland, Wales,
Northern Ireland, the Isle of Man and
the Channel Islands.

Valuables
means jewellery, gold, silver,
precious metal or precious or
semiprecious stone articles,
watches, furs, cameras,
camcorders, portable satellite
navigation systems, photographic,
audio, video, computer, television
and telecommunications equipment
(including mobile phones, MP3/4
players, CD’s, DVD’s, tapes,
films, cassettes, cartridges and
headphones), computer games and
associated equipment, telescopes
and binoculars.

We/Us/Our
means AXA Insurance UK plc.
Registered in England No. 78950.
Registered Office: 5 Old Broad
Street, London, EC2N 1AD.

You/Your/Yourself/Insured person
means each person travelling on
a trip whose name appears in the
insurance details contained in your
booking confirmation.




                                        17
General conditions applicable to the
whole policy
You must comply with the following conditions to have the full protection of
your policy.
If you do not comply we may cancel the policy or refuse to deal with your claim or
reduce the amount of any claim payment.

1. Dual insurance                           to be made and no incident likely to
If at the time of any incident which        result in a claim has occurred.
results in a claim under this policy,       Cancellation outside the statutory
there is another insurance covering         period
the same loss, damage, expense or
liability we will not pay more than our     You may cancel this policy at
proportional share (not applicable to       any time after the cancellation
Section D – Personal accident).             period by contacting your original
                                            issuing agent (whose contact
                                            details are shown on your booking
2. Reasonable precautions                   confirmation). If you cancel after
At all times you must take all              the cancellation period no premium
reasonable precautions to avoid             refund will be made.
injury, illness, disease, loss, theft       We reserve the right to cancel the
or damage and take all reasonable           policy by providing 21 days notice by
steps to safeguard your property            registered post to your last known
from loss or damage and to recover          address. No refund of premium will
property lost or stolen.                    be made.

3. Cancellation                             Non payment of premiums
                                            We can cancel the policy immediately
Statutory cancellation rights
                                            by sending you written notice if you
You may cancel this policy within           do not pay the premium.
14 days of receipt of the policy
documents (new business) and
for annual policies the renewal
date (the cancellation period)
by contacting your original
issuing agent (whose contact
details are shown on your
booking confirmation) during the
cancellation period. Any premium
already paid will be refunded to you
providing you have not travelled, no
claim has been made or is intended



18
Claims conditions

You must comply with the following conditions to have the full protection of
your policy.
If you do not comply we may cancel the policy or refuse to deal with your claim
or reduce the amount of any claim payment. You must contact us by phone if
you want to make a claim using the relevant number given below, depending on
the type of claim:

1. Claims                                  You or your legal representatives
All claims except Legal expenses           must supply at your own expense,
0845 366 2217                              all information, evidence, details
                                           of household insurance, proof of
Legal expenses only                        ownership and medical certificates
0845 366 2214                              as required by us. You should refer
For medical assistance and/or              to the section under which you are
repatriation claims                        claiming for further details of the
+44 845 366 2215                           evidence that we need to deal with
The claim notification must be             your claim.
made within 31 days or as soon             We reserve the right to require you
as possible after that following           to undergo an independent medical
any bodily injury, illness, disease,       examination at our expense. We
incident, event, redundancy or             may also request and will pay for a
the discovery of any loss, theft or        post mortem examination.
damage which may lead to a claim           You must retain any property which
under this policy.                         is damaged, and if requested, send
You must also tell us if you are           it to us at your own expense. If we
aware of any court claim form,             pay a claim for the full value of the
summons or impending prosecution.          property and it is then recovered it
Every communication relating to a          will then become our property.
claim must be sent to us as soon           We may refuse to reimburse you
as possible. You or anyone acting          for any property which you cannot
on your behalf must not negotiate,         provide proof of ownership such
admit or repudiate (refuse) any claim      as an original receipt, a valuation,
without our permission in writing          original user manual or bank or credit
and cooperate fully with us in our         card statements.
investigations into the circumstance
of your claim.                             2. Transferring of rights
                                           We are entitled to take over any
                                           rights in the defence or settlement
                                           of any claim and to take proceedings
                                           in your name for our benefit against
                                           any other party.

                                                                               19
Claims conditions continued




3. Fraud
You must not act in a fraudulent
manner.
If you or anyone acting for you
1 Make a claim under the policy
    knowing the claim to be false or
    fraudulently exaggerated in any
    way; or
2 Make a statement in support of
    a claim knowing the statement to
    be false in any way; or
3 Submit a document in support of
    a claim knowing the document to
    be forged or false in any way; or
4 Make a claim for any loss or
    damage caused by your wilful act
    or with your connivance
Then
1 we will not pay the claim
2 we will not pay any other claim
    which has been or will be made
    under the policy
3 we may make the policy void from
  the date of the fraudulent act
4 we will be entitled to recover
  from you the amount of any claim
  already paid under the policy
5 we will not refund any premium
6 we may inform the police of the
  circumstances.




20
Important conditions relating to health

You must comply with the following conditions to have the full protection of
your policy.
If you do not comply we may cancel the policy or refuse to deal with your claim or
reduce the amount of any claim payment.

1 It is a condition of this policy                    you are aware of, that
  that you will not be covered                        could reasonably be
  under Section A – Cancellation                      expected to result in a
  or curtailment charges, Section                     claim on this policy
  B – Emergency medical and other
  expenses, Section C – Hospital               unless we have agreed in writing,
  benefit and Section D – Personal             to cover you.
  accident for any claims arising              b At any time:
  directly or indirectly from:
                                                  i Any medical condition
  a At the time of taking out this                    you have which a medical
      policy:                                         practitioner has advised
                                                      you not to travel (or would
      i Any pre-existing medical                      have done so had you
          condition you have unless                   sought his/her advice), but
          you have contacted AXA
          medical screening at                        despite this you still travel
          www.yourmedicalscreening.               ii Any surgery, treatment or
          co.uk or called us on                       investigations for which you
          0845 366 2216 and we                        intend to travel outside of
          have agreed in writing, to                  your home area to receive
          cover you                                   (including any expenses
                                                      incurred due to the discovery
      ii Any medical condition for                    of other medical conditions
          which you have received a                   during and/or complications
          terminal prognosis                          arising from these
      iii Any medical condition you                   procedures)
          are aware of but for which              iii Any medical condition for
          you have not had a diagnosis                which you are not taking the
      iv Any medical condition for                    recommended treatment
          which you are on a waiting                  or prescribed medication
          list for or have knowledge                  as directed by a medical
          of the need for surgery,                    practitioner
          treatment or investigation              iv Your travel against any
          at a hospital, clinic or                    health requirements
          nursing home                                stipulated by the carrier, their
      v Any medical condition                         handling agents or any other
          affecting you, a close                      public transport provider.
          relative or a close
          business associate that

                                                                                   21
Important conditions relating to health continued




If your health changes after the start
date of your policy and the date
your travel tickets or confirmation
of booking were issued, you should
telephone our customer helpline on
0845 366 2216 to make sure your
cover is not affected.
You should also refer to What is not
covered – applicable to all sections
of the policy.




22
What is not covered – applicable to all
sections of the policy
We will not pay for claims arising        4. Winter sports
directly or indirectly from:              Your participation in winter sports
                                          unless the appropriate winter sports
1. War risks, civil commotion             premium has been paid, then cover
                                          will apply under those sections
   and terrorism                          shown as covered for winter sports
War, invasion, acts of foreign            in your booking confirmation for:
enemies, hostilities or warlike              a the winter sports specified in
operations (whether war be                      the list on page 27 and
declared or not), civil war, rebellion,
terrorism, revolution, insurrection,         b any other winter sports shown
civil commotion assuming the                    as covered in your booking
proportions of or amounting to an               confirmation
uprising, military or usurped power       for a period of no more than 17 days
but this exclusion shall not apply to     in total in each period of insurance
losses under Section B – Emergency        under annual multi trip policies and
medical and other expenses,               for the period of the trip under single
Section C – Hospital benefit and          trip policies.
Section D – Personal accident
unless such losses are caused             5. Professional sports or
by nuclear, chemical or biological           entertaining
attack, or the disturbances were
                                          Your participation in or practice
already taking place at the beginning     of any professional sports or
of any trip.                              professional entertaining.

2. Radioactive contamination              6. Other sports or activities
Ionising radiation or contamination       Your participation in or practice of
by radioactivity from any nuclear         any other sport or activity, manual
fuel or from any nuclear waste, from      work, driving any motorised vehicle
combustion of nuclear fuel, the           or racing unless:
radioactive, toxic, explosive or other
                                             a specified in the list on page 25
hazardous properties of any nuclear
                                                or
assembly or nuclear component of
such assembly.                               b shown as covered in your
                                                booking confirmation.
3. Sonic bangs
                                          7. Suicide, drug use or solvent
Loss, destruction or damage
directly caused by pressure waves            abuse
caused by aircraft and other aerial       Your wilfully self-inflicted injury
devices travelling at sonic or            or illness, suicide or attempted
supersonic speeds.                        suicide, sexually transmitted


                                                                                23
What is not covered – applicable to all sections of the policy continued




diseases, solvent abuse, drug use              11. Additional loss or expense
(other than drugs taken in accordance          Any other loss, damage or additional
with treatment prescribed and                  expense following on from the event
directed by a medical practitioner,            for which you are claiming, unless we
but not for the treatment of drug              provide cover under this insurance.
addiction) and putting yourself at             Examples of such loss, damage or
needless risk (except in an attempt to         additional expense would be the cost
save human life).                              of replacing locks after losing keys,
                                               costs incurred in preparing a claim
                                               or loss of earnings following bodily
8. Alcohol abuse                               injury, illness or disease.
You drinking too much alcohol or
alcohol abuse where it is reasonably           12. Armed Forces
foreseeable that such consumption              Operational duties of a member of
could result in an impairment of your          the Armed Forces (other than claims
faculties and/or judgment resulting            arising from authorised leave being
in a claim. We do not expect you               cancelled due to operational reasons,
to avoid alcohol on your trips or              as provided for under subsection
holidays, but we will not cover any            1.d). of Section A – Cancellation or
claims arising because you have                curtailment charges).
drunk so much alcohol that your
judgement is seriously affected and            13. Travelling against FCO advice
you need to make a claim as a result.
                                               Your travel to a country, specific
                                               area or event when the Travel Advice
9. Jumping from vehicles, buildings            Unit of the Foreign & Commonwealth
   or balconies                                Office (FCO) or regulatory authority
You climbing on top of, or jumping             in a country to/from which you are
from a vehicle or jumping from                 travelling has advised against all, or
a building or balcony, or sitting,             all but essential travel.
planking, owling or lying on any
external part of any building, or              14. Family and single parent cover
climbing or moving from any external                travel restrictions
part of any building to another (apart
from stairs, ramps or walkways)                You being aged under 18 under
and falling regardless of the height,          annual multi trip cover unless you
unless your life is in danger or you           travel with one or both of the insured
are attempting to save human life.             adults (or are accompanied by
                                               another responsible adult).
10. Unlawful action                            If you reach the age mentioned above
                                               during the period of insurance, cover
Your own unlawful action or any                will continue until the next renewal
criminal proceedings against you.              date but not after that.

24
Sports and activities covered

The following lists detail the sports and activities that this policy will cover
without charge (or can be covered when you have paid the appropriate
additional premium) under Section B – Emergency medical and other expenses,
Section D – Personal accident and Section G – Personal Liability when you are
participating on a recreational and non professional basis during any trip.
Any involvement is these sports and/or activities is subject to your compliance
with local laws and regulations and the use of recommended safety equipment
(such as helmet, harness, knee and/or elbow pads).
Details of any other sports and activities which you have purchased cover for
will be shown in your booking confirmation.
No cover under Section G – Personal liability for those sports or activities
marked with *



Sports and activities covered as           Golf
standard without charge                    Hiking (without the use of any
                                           climbing equipment) up to 2,500
Archery
                                           metres above sea level
Badminton
                                           Horse riding (up to 2 days)
Banana boating
                                           Hot air ballooning (one balloon ride)
Baseball (amateur)
                                           Jogging
Basketball (amateur)
                                           Kayaking (up to grade 2)
Beach games
                                           Marathon running (amateur)
Body boarding (boogie boarding)
                                           Mountain biking (2 days maximum)
Bungee jump (1 jump)
                                           Netball (amateur)
*Camel riding
                                           *Non manual work (including
Canoeing (up to grade 2)
                                           professional, administrative or
*Clay pigeon shooting
                                           clerical duties only)
Cricket (amateur)
                                           Orienteering
Cycling / cycle touring (up to 2 days
                                           Outwardbound pursuits
only)
                                           *Paintballing
Dinghy sailing
                                           Parascending (over water)
Elephant riding
                                           Pony trekking
Fell walking up to 2,500 metres
                                           Racquetball
above sea level
                                           Rambling
Fencing
                                           Ringos
Fishing
                                           River canoeing (up to Grade 2)
Football (amateur and not the main
                                           Roller blading
purpose of the trip)
                                           Roller skating
GAA football (amateur and not the
                                           Rounders
main purpose of the trip)

                                                                               25
Sports and activities covered continued




Rowing                                    Sports and activities that can
Running – sprint/long distance            be covered if the appropriate
(amateur)                                 additional premium has been
Safari                                    paid as shown in your booking
Sail boarding                             confirmation
Sailing within territorial waters
Scuba diving down to 18 metres (up
to 2 dives only)                          Category A sports and activities
Sea canoeing/kayaking                     Dry slope skiing
Sea fishing (2 trips maximum)             *Fencing
Skate boarding                            Hockey (amateur)
Snorkelling                               Kite surfing
Squash (amateur)                          Sand dune surfing or skiing
Surfing (amateur, 2 days maximum)         Street hockey (wearing pads and
Swimming (recreational)                   helmets)
Tennis (amateur)
Track events (amateur)
                                          Category B sports and activities
Trekking up to 2,500 metres above
sea level                                 American football (amateur)
Volleyball (amateur)                      Rugby (amateur)
Wakeboarding (amateur, 2 days             Summer (or grass) tobogganing
maximum)                                  Any sports and activities not
War games                                 featured on your booking
Water polo (amateur)                      confirmation or in the list above are
Water skiing (amateur, 2 days             not covered.
maximum)
White water rafting (up to Grade 2)
Windsurfing (amateur, 2 days              Winter sports activities covered as
maximum)                                  standard if the appropriate winter
*Yachting (racing/crewing inside          sports premium has been paid
territorial waters)                       You must pay the appropriate
Zorbing                                   winter sports premium and the
                                          winter sports cover must be shown
                                          as included within your booking
                                          confirmation in order for cover to
                                          be operative.




26
Sports and activities covered continued




No cover under Section G – Personal        Category B winter sports and
liability for those sports or activities   activities
marked with *
                                           Bobsleighing*
Ice hockey                                 Heli – skiing
Ice skating                                Ice hockey
Kick sledging
                                           Any winter sports activities
Ski – blading
                                           not featured on your booking
Ski – dooing
                                           confirmation or in the list above are
Skiing on piste**
                                           not covered.
Skiing – mono
Skiing Nordic
Skiing – off piste within resort
boundaries**
Sledging
*Sledging/sleigh riding as a
passenger (pulled by horse or
reindeer)
Snow biking
Snow boarding on piste**
Snow boarding – off piste within
resort boundaries**
Snow bobbing
*Snow carting
*Snow mobiling
Snow shoe walking
Tobogganing
** A piste is a recognised and
marked ski run within the resort
boundaries.

Winter sports activities that can
be covered if the appropriate
additional premium has been
paid as shown in your booking
confirmation

Category A winter sports and
activities
Not applicable



                                                                               27
Emergency and medical service

You must contact AXA Assistance in the event of an illness or accident
which may lead to in-patient hospital treatment or before any arrangements
are made for repatriation; or in the event of curtailment necessitating your
early return home. The service operates 24 hours a day, 365 days a year for
advice, assistance, making arrangements for hospital admission, repatriation
(returning you to your home area) and authorisation of medical expenses. If
this is not possible because the condition requires emergency treatment you
must contact AXA Assistance as soon as possible.

Medical assistance abroad                doctor and your treatment will be
AXA Assistance has the medical           paid for by AXA Assistance. Please
expertise, contacts and facilities       also show the instructions below to
to help should you be injured in an      the doctor, which explains what the
accident or fall ill. AXA Assistance     hospital/clinic needs to tell us so
will also arrange transport home         that payment can be arranged.
when this is considered to be            You will need to pay any excess at
medically necessary or when you are      the time of treatment.
told about the illness or death of a     Some hospitals/clinics may not
close relative or a close business       wish to settle their bill directly with
associate at home.                       us and you may be asked to pay
                                         for your treatment and claim this
Payment for inpatient medical            back from us on your return to your
treatment abroad                         home area. In this case beware
If you are admitted to a hospital/       of requests for you to sign for
clinic while abroad, AXA Assistance      excessive treatment or charges. If
will arrange for medical expenses,       you are in doubt, please call AXA
covered by the policy, to be paid        Assistance for guidance.
direct to the hospital/clinic. To take
advantage of this benefit someone        Instructions to outpatient clinics
must contact AXA Assistance for          Please call AXA Assistance on
you as soon as possible. Private         +44 845 366 2215 stating that
medical treatment is not covered         you are seeking payment for
unless authorised specifically by        outpatient treatment to a AXA
AXA Assistance.                          travel insurance customer and
                                         quote the booking reference from
Payment for outpatient medical           their booking confirmation.
treatment abroad
If you need outpatient medical
treatment please provide a copy of
your booking confirmation to the


28
Emergency and medical service continued




Reciprocal health agreements with         Alternatively please call AXA
other countries                           Assistance for guidance.
                                          If you are admitted to hospital
EU, EEA or Switzerland
                                          you must contact AXA Assistance
If you are travelling to countries        as soon as possible and get their
within the European Union (EU),           authorisation for any treatment not
the European Economic Area (EEA)          available under MEDICARE.
or Switzerland you are strongly
                                          Contact AXA Assistance on
advised to obtain a European
                                          telephone number:
Health Insurance Card (EHIC).
                                          +44 845 366 2215
You can apply for an EHIC either
online at www.ehic.org.uk or by
telephoning 0845 606 2030. This
will entitle you to benefit from the
health care arrangements which
exist between countries within the
EU/EEA or Switzerland.
If we agree to pay for a medical
expense which has been reduced
because you have used either a
European Health Insurance Card
or private health insurance, we
will not deduct the excess under
Section B – Emergency medical and
other expenses.

Australia
If you need medical treatment in
Australia you must enrol with a local
MEDICARE office. You do not need
to enrol when you arrive, but you
must do this after the first occasion
you receive treatment. In-patient
and out-patient treatment at a public
hospital will then be available free
of charge. Details of how to enrol
and the free treatment available can
be found by visiting the MEDICARE
website on www.medicareaustralia.
gov.au. or by emailing medicare@
medicareaustralia.gov.au.


                                                                            29
Section A – Cancellation or
curtailment charges
What is covered                                   payment under current United
1 We will pay you up to £3,000                    Kingdom redundancy payment
  for your proportion only of any                 legislation, and at the time of
  irrecoverable unused travel                     booking the trip there was no
  and accommodation costs and                     reason to believe anyone would
  other pre-paid charges (including               be made redundant).
  excursions up to £150) which you             d You or any person who
  have paid or are contracted to                  you are travelling or have
  pay, together with your proportion              arranged to travel with, are a
  only of any reasonable additional               member of the Armed Forces,
  travel expenses incurred if                     Territorial Army, Police,
     i cancellation of the trip is                Fire, Nursing or Ambulance
         necessary and unavoidable or             Services or employees of a
                                                  Government Department and
     ii the trip is curtailed before              have your/their authorised
         completion                               leave cancelled or are called
  as a result of any of the following             up for operational reasons,
  events:                                         provided that the cancellation
                                                  or curtailment could not
  a The death, bodily injury, illness,
                                                  reasonably have been
     disease, or complications arising
                                                  expected at the time when you
     as a direct result of pregnancy of:
                                                  purchased this insurance or at
     i you                                        the time of booking any trip.
     ii any person who you are                 e The Police or other authorities
         travelling or have arranged              requesting you to stay at
         to travel with                           or return to your home due
     iii any person who you have                  to serious damage to your
         arranged to stay with                    home caused by fire, aircraft,
                                                  explosion, storm, flood,
     iv your close relative                       subsidence, fallen trees,
     v your close business                        collision by road vehicles,
         associate.                               malicious people or theft.
  b You or any person who                  2 We will also pay you up to £500
     you are travelling or have                to make your home secure
     arranged to travel with being             following damage to your home
     quarantined, called as a                  caused by a fire, water leak or
     witness at a Court of Law or              theft occurring at your home
     for jury service attendance.              whilst you are on a trip.
  c Redundancy of you or any               If the same costs, charges or
     person who you are travelling         expenses are also covered under
     or have arranged to travel            Section V – Golf cover you can only
     with (which qualifies for             claim for these under one section

30
for the same event. Depending on              (at your own expense) a
the cover you have selected, you              medical certificate from a
should always check which section             medical practitioner
is more specific to the event and/or    stating that this necessarily and
provides the highest level of cover     reasonably prevented you from
before claiming.                        travelling. We need the medical
                                        certificate completed as soon
Special conditions relating to claims   as you find out it is necessary to
1 You must get (at your own             cancel the trip, as any delay in
  expense) a medical certificate        seeing a medical practitioner could
  from a medical practitioner           mean that your symptoms are no
  and the prior approval of AXA         longer present. If you cannot get
  Assistance to confirm the             an immediate appointment, please
  necessity to return home, prior       make one for as early as possible
  to curtailment of the trip due        and keep all details of this to help
  to death, bodily injury, illness,     substantiate your claim.
  disease or complications arising      4 You must get (at your own
  as a direct result of pregnancy.         expense) a repair report from
2 If you fail to notify the travel         the contractor who carried out
  agent, tour operator or provider         the necessary repairs to make
  of transport or accommodation            your home secure, confirming
  as soon as you find out it is            the cause of the damage and the
  necessary to cancel the trip, the        cost of the repairs.
  amount we will pay will be limited
  to the cancellation charges that      What is not covered
  would have otherwise applied.         1 The first £100 of each and every
3 If you cancel the trip due to:          claim, per incident claimed
  a stress, anxiety, depression           for, under this section by each
      or any other mental or              insured person (except claims
      nervous disorder that you           under subsection 2 of What is
      are suffering from you must         covered).
      provide (at your own expense)     2 The cost of your unused original
      a medical certificate from          tickets where AXA Assistance
      either a registered mental          or we have arranged and paid
      health professional if you are      for you to come home following
      under the care of Community         curtailment of the trip. If however
      Mental Health Team or if not, a     you have not purchased a return
      consultant specialising in the      ticket, we reserve the right to
      relevant field or                   deduct the cost of an economy
  b any other bodily injury, illness,     flight from any additional costs
      disease or complications            we have incurred which are
      arising as a direct result of       medically necessary to repatriate
      pregnancy, you must provide         you to your home.
                                                                           31
Section A – Cancellation or curtailment charges continued




3 Any claims arising directly or             6 For subsection 2. of What
  indirectly from:                             is covered:
  a Your misconduct or                         a Repairs to the central heating
     misconduct by any person                     system in your home where
     who you are travelling with or               it has not been regularly
     have arranged to travel with                 serviced in accordance with the
     leading to dismissal, your/                  manufacturers’ instructions.
     their resignation, voluntary              b Repairs where the cause of
     redundancy, you/their                        the damage occurs outside the
     entering into a compromise                   boundaries of your home.
     agreement, or where you/
     they had received a warning               c Any claim directly or indirectly
     or notification of redundancy                relating to:
     before you purchased this                    i hard water scale deposits
     insurance or at the time of                  ii subsidence, landslip or heave
     booking any trip.
                                                  iii damage caused in getting
  b Circumstances known to                            into your home
     you before you purchased
     this insurance or at the time                iv damage to your home contents
     of booking any trip which                    v subsequent claims in the
     could reasonably have                            event that the original
     been expected to lead to                         damage has not been
     cancellation or curtailment of                   properly repaired.
     the trip.
                                             7 Anything mentioned in What is not
  c Volcanic eruptions and/or                  covered applicable to all sections
     volcanic ash clouds.                      of the policy.
4 Travel tickets paid for using any          You should also refer to the Important
  airline mileage or supermarket             conditions relating to health.
  reward scheme (for example Air
  Miles), unless evidence of specific
                                             Claims evidence
  monetary value can be provided.
                                             We will require (at your own
5 Accommodation costs paid for
                                             expense) the following evidence
  using any Timeshare, Holiday
                                             where relevant:
  Property Bond or other holiday
  points or supermarket reward               1 A medical certificate from the
  scheme. In addition any property             treating medical practitioner
  maintenance costs or fees                    (or in the case of stress,
  incurred by you as part of your              anxiety, depression or any other
  involvement in such schemes is               mental or nervous disorder,
  not covered.                                 either a registered mental
                                               health professional if you are

32
Section A – Cancellation or curtailment charges continued




    under the care of a Community            10 A letter from the commanding
    Mental Health Team or if not, a             officer concerned, confirming
    consultant specialising in the              cancellation of authorised
    relevant field) explaining why it           leave or call up for operational
    was necessary for you to cancel             reasons.
    or curtail the trip.                     11 In the case of serious damage
2   In the case of death causing                to your home a report from the
    cancellation or curtailment of the          Police or relevant authority.
    trip, the original death certificate.    12 A repair report from the
3   Booking confirmation together               contractor who carried out the
    with a cancellation invoice                 necessary repairs to make your
    from your travel agent, tour                home secure, confirming the
    operator or provider of transport/          cause of the damage and the
    accommodation.                              cost of the repairs.
4   In the case of curtailment claims,       13 Any other relevant information
    written details from your travel            relating to your claim under
    agent, tour operator or provider            this section that we may ask
    of transport/accommodation of               you for.
    the separate costs of transport,
    accommodation and other pre-
    paid costs or charges that made
    up the total cost of the trip.
5   Your unused travel tickets.
6   Receipts or bills for any costs,
    charges or expenses claimed for.
7   In the case of compulsory
    quarantine, a letter from the
    relevant authority or the treating
    medical practitioner.
8   In the case of jury service or witness
    attendance, the court summons.
9   The letter of redundancy for
    redundancy claims.



                  To make a claim under this section please call:
                   For curtailment claims +44 845 366 2215 or
                           other claims 0845 366 2217


                                                                              33
Section B – Emergency medical and other
expenses
What is covered                            or attendance for outpatient
We will pay you up to £5,000,000           treatment or appointments and/
for the following expenses which are       or for collection of medication
necessarily incurred during a trip as      prescribed for you by the hospital.
a result of you suffering unforeseen     6 If you die:
bodily injury, illness, disease and/       a outside your home area the
or compulsory quarantine:                      reasonable additional cost of
1 Emergency medical, surgical,                 funeral expenses abroad up to
   hospital, ambulance and nursing             a maximum of £1,500 plus the
   fees and charges incurred outside           reasonable cost of returning
   of your home area.                          your ashes to your home, or
2 Emergency dental treatment for               the additional costs of returning
   the immediate relief of pain up to          your body to your home
   a limit of £250 incurred outside of     b within your home area the
   your home area.                             reasonable additional cost
3 The cost of mountain rescue                  of returning your ashes or
   services incurred outside                   body to your home up to a
   of your home area up to a                   maximum of £750.
   maximum of £30,000 where              7 Reasonable additional transport
   medically necessary.                    and/or accommodation
4 Costs of telephone calls:                expenses incurred, up to the
                                           standard of your original booking
   a to AXA Assistance notifying           (for example full or half board,
       and dealing with the problem        all inclusive, bed and breakfast,
       for which you are able to           self catering or room only), if it
       provide receipts or other           is medically necessary for you
       reasonable evidence to show         to stay beyond your scheduled
       the cost of the calls and the       return date.
       numbers you telephoned
                                           This includes, with the prior
   b incurred by you when you              authorisation of AXA Assistance,
       receive calls on your mobile        reasonable additional transport
       phone from AXA Assistance for       and/or accommodation expenses
       which you are able to provide       for a travelling companion, friend
       receipts or other reasonable        or close relative to stay with
       evidence to show the cost of        you or travel to you from the
       the calls.                          United Kingdom or escort you.
                                           Also additional travel expenses
5 The cost of taxi fares for your          to return you to your home or a
   travel to or from hospital relating     suitable hospital nearby if you
   to your admission, discharge            cannot use the return ticket.



34
Section B – Emergency medical and other expenses continued




8 With the prior authorisation of            pay for (including repatriation to
  AXA Assistance, the additional             your home area) will be based
  costs incurred in the use of               on this. If you do not accept our
  air transport or other suitable            decisions and do not want to be
  means, including qualified                 repatriated, then we will cancel
                                             all cover under your policy and
  attendants, to repatriate you              refuse to deal with claims for any
  to your home if it is medically            further treatment and/or your
  necessary. These expenses                  repatriation to your home area.
  will be for the identical class of
  travel utilised on the outward
  journey unless AXA Assistance            What is not covered
  agree otherwise.                         1 The first £100 of each and every
                                             claim, per incident claimed
Special conditions relating to claims        for, under this section by each
                                             insured person.
1 You must tell AXA Assistance as
  soon as possible of any bodily           2 Normal pregnancy, without any
  injury, illness or disease which           accompanying bodily injury,
  necessitates your admittance to            illness, disease or complication.
  hospital as an in-patient or before        This section is designed to
  any arrangements are made for              provide cover for unforeseen
  your repatriation.                         events, accidents, illnesses
2 If you suffer bodily injury, illness       and diseases and normal
  or disease we reserve the right            childbirth would not constitute an
  to move you from one hospital              unforeseen event.
  to another and/or arrange for            3 The cost of your unused original
  your repatriation to the United            tickets where AXA Assistance or
  Kingdom at any time during the             we have arranged and paid for
  trip. We will do this, if in the           you to return to your home, if you
  opinion of AXA Assistance or us            cannot use the return ticket. If
  (based on information provided             however you have not purchased
  by the medical practitioner in             a return ticket, we reserve
  attendance), you can be moved              the right to deduct the cost
  safely and/or travel safely to your        of an economy flight from any
  home area or a suitable hospital           additional costs we have incurred
  nearby to continue treatment.              which are medically necessary to
3 The intention of this section is           repatriate you to your home.
  to pay for emergency medical/            4 Any claims arising directly or
  surgical/dental treatment only
  and not for treatment or surgery           indirectly for:
  that can be reasonably delayed             a The cost of treatment or
  until your return to your home                 surgery, including exploratory
  area. Our decisions regarding the              tests, which are not related
  treatment or surgery that we will              to the bodily injury or illness

                                                                              35
Section B – Emergency medical and other expenses continued




         which necessitated your                h Any expenses incurred after
         admittance into hospital.                you have returned to your
     b   Any expenses which are                   home area.
         not usual, reasonable or               i Any expenses incurred in
         customary to treat your bodily           England, Scotland, Wales,
         injury, illness or disease.              Northern Ireland, the Isle of
     c   Any form of treatment or                 Man or the Channel Islands
         surgery which in the opinion of          which are:
         AXA Assistance or us (based              i for private treatment, or
         on information provided by               ii are funded by, or are
         the medical practitioner in                  recoverable from the Health
         attendance), can be delayed                  Authority in your home area,
         reasonably until your return to              or
         your home area.
                                                  iii are funded by a reciprocal
     d   Expenses incurred in obtaining               health agreement (RHA)
         or replacing medication, which               between these countries
         you know you will need at the                and/or Islands.
         time of departure or which
         will have to be continued              j Expenses incurred as a result
         outside of your home area.               of a tropical disease where
         Where possible and with the              you have not had the NHS
         agreement of your medical                recommended inoculations
         practitioner, you should                 and/or taken the NHS
         always travel with plenty of             recommended medication.
         extra medication in case of            k Any expenses incurred
         travel delays.                            after the date on which we
     e   Additional costs arising                  exercise our rights under this
         from single or private room               section to move you from one
         accommodation.                            hospital to another and/or
                                                   arrange for your repatriation
     f   Treatment or services provided            but you decide not to be
         by a health spa, convalescent             moved or repatriated.
         or nursing home or any
         rehabilitation centre unless         5 Anything mentioned in What is not
         agreed by AXA Assistance.              covered applicable to all sections
                                                of the policy.
     g   Any costs incurred by you to visit
         another person in hospital.




36
Section B – Emergency medical and other expenses continued




You should also refer to the Important
conditions relating to health.

Claims evidence
We will require (at your own
expense) the following evidence
where relevant:
1 Receipts or bills for all in-patient/
  out-patient treatment or emergency
  dental treatment received.
2 In the event of death, the original
  death certificate and receipts
  or bills for funeral, cremation or
  repatriation expenses.
3 Receipts or bills for taxi fares to or
  from hospital claimed for, stating
  details of the date, name and
  location of the hospital concerned.
4 Receipts or bills or proof of
  purchase for any other transport,
  accommodation or other costs,
  charges or expenses claimed for,
  including calls to AXA Assistance.
5 Any other relevant information
  relating to your claim under this
  section that we may ask you for.




                To make a claim under this section please call:
              For medical assistance and/or repatriation claims
              +44 845 366 2215 or other claims 0845 366 2217


                                                                  37
Section C – Hospital benefit

What is covered                          What is not covered
We will pay you £25 for every            1 Any claims arising directly or
complete 24 hours you have to stay         indirectly from:
in hospital as an in-patient or are        a Any additional period of
confined to your accommodation                hospitalisation, compulsory
due to your compulsory quarantine             quarantine or confinement to
or on the orders of a medical                 your accommodation:
practitioner outside your home
area, up to a maximum of £500 as              i relating to treatment
a result of bodily injury, illness or             or surgery, including
disease you sustain.                              exploratory tests, which
                                                  are not directly related to
We will pay the amount above in                   the bodily injury, illness or
addition to any amount payable                    disease which necessitated
under Section B – Emergency                       your admittance into
medical and other expenses. This                  hospital.
payment is meant to help you pay
for additional expenses such as taxi          ii relating to treatment or
fares and phone calls incurred by your            services provided by a
visitors during your stay in hospital.            convalescent or nursing home
                                                  or any rehabilitation centre.
You can only claim benefit under
this section or Section L – Mugging           iii following your decision not
for the same event, not both.                     to be repatriated after the
Depending on the cover you have                   date, when in the opinion of
selected, you should always check                 AXA Assistance it is safe to
which section is more specific to the             do so.
event and/or provides the highest          b Hospitalisation, compulsory
level of cover before claiming.              quarantine or confinement to
                                             your accommodation:
Special conditions relating                  i relating to any form of
to claims                                      treatment or surgery which
1 You must tell AXA Assistance                 in the opinion of AXA
   as soon as possible of any                  Assistance or us (based
   bodily injury, illness or                   on information provided by
   disease which necessitates                  the medical practitioner in
   your admittance to hospital                 attendance), can be delayed
   as an in-patient, compulsory                reasonably until your return
   quarantine or confinement to your           to your home area.
   accommodation on the orders of
   a medical practitioner.



38
Section C – Hospital benefit continued




     ii as a result of a tropical         Claims evidence
         disease where you have not       We will require (at your own
         had the NHS recommended          expense) the following evidence
         inoculations and/or taken        where relevant:
         NHS the recommended
         medication.                      1 Confirmation in writing from
                                            the hospital, relevant authority
     iii occurring in England,              or the treating medical
         Scotland, Wales, Northern          practitioner of the dates
         Ireland, the Isle of Man or        when you were admitted and
         the Channel Islands and            subsequently discharged from
         relating to either private         hospital, compulsory quarantine
         treatment or tests, surgery        or confinement to your
         or other treatment the,            accommodation.
         costs of which are funded
         by a reciprocal health           2 Any other relevant information
         agreement (RHA) between            relating to your claim under this
         these countries and/or             section that we may ask you for.
         Islands, or are recoverable
         from the Health Authority in
         your home area.
2 Anything mentioned in What is not
  covered applicable to all sections
  of the policy.




                 To make a claim under this section please call
                               0845 366 2217


                                                                           39
Section D – Personal accident

Special definitions relating to this section (which are shown in italics)

Loss of limb                                  2 in one eye if the degree of sight
means loss by permanent                         remaining after correction is 3/60
severance of an entire hand or foot             or less on the Snellen scale.
or the total and permanent loss of
use of an entire hand or foot.                What is covered
                                              We will pay one of the benefits
Loss of sight                                 shown below if you sustain bodily
means total and irrecoverable loss            injury which shall solely and
of sight which shall be considered            independently of any other cause,
as having occurred:                           result within two years in your
                                              death, loss of limb, loss of sight or
1 in both eyes, if your name is added         permanent total disablement.
   to the Register of Blind Persons
   on the authority of a fully qualified
   ophthalmic specialist and


 BENEFIT              Up to age 15          Age 16 years         Age 65 years and
                      years inclusive       to 64 years          over
                                            inclusive
 1 Death              £1,000                £30,000              £1,000
 2 Loss of one        £30,000               £30,000              Not covered
   or more limbs
   and/or loss of
   sight in one or
   both eyes
 3 Permanent total £30,000                  £30,000              Not covered
   disablement

Special conditions relating                   Provisions
to claims                                     1 Benefit is not payable to you:
1 Our medical practitioner may                  a Under more than one of items
   examine you as often as they                    1, 2 or 3.
   consider necessary if you make
   a claim.                                     b Under item 3. until one year
                                                   after the date you sustain
                                                   bodily injury



40
Section D – Personal accident continued




  c Under item 3. if you are able
    or may be able to carry out
    any relevant occupation after
    one year.
2 Benefit 1 will be paid to the
  deceased insured person’s estate.

What is not covered
1 Anything mentioned in What is not
  covered applicable to all sections
  of the policy.

Claims evidence
We will require (at your own
expense) the following evidence
where relevant:
1 In the event of death, the original
  death certificate.
2 A medical certificate or report in
  relation to claims for loss of limb,
  loss of sight or permanent total
  disablement.
3 Any other relevant information
  relating to your claim under this
  section that we may ask you for.




                 To make a claim under this section please call
                               0845 366 2217


                                                                  41
Section E – Baggage (only operative if
indicated in your booking confirmation)
What is covered                           Special conditions relating to claims
1 We will pay you up to £1,500 for        1 You must report to the local
    the accidental loss of, theft of or     Police in the country where the
    damage to baggage. The amount           incident occurred within 24
    payable in the event of a total         hours of discovery, or as soon
    loss, will be the value at today’s      as possible after that and get
    prices less a deduction for wear        (at your own expense) a written
    tear and depreciation (loss             report of the loss, theft or
    of value), or we may replace,           attempted theft of all baggage.
    reinstate or repair the lost or       2 If baggage is lost, stolen or
    damaged baggage.                        damaged while in the care of
    The maximum we will pay you for         a carrier, transport company,
    the following items is:                 authority, hotel or your
    a £300 for any one article, pair        accommodation provider you
        or set of articles                  must report details of the loss,
                                            theft or damage to them in writing
    b £300 for the total for all            and get (at your own expense)
        valuables.                          written confirmation.
2 We will also pay you up to £150,        3 If baggage is lost, stolen or
    for the emergency replacement of        damaged whilst in the care of an
    clothing, medication and toiletries     airline you must:
    if your baggage is temporarily
    lost in transit during the outward      a get a Property Irregularity
    journey and not returned to you             Report from the airline.
    within 12 hours, as long as we          b give written notice of the
    receive written confirmation from           claim to the airline within the
    the carrier, confirming the number          time limit contained in their
    of hours the baggage was delayed.           conditions of carriage (please
    If the loss is permanent we will            retain a copy).
    deduct the amount paid from the         c keep all travel tickets and
    final amount to be paid under               tags for submission if you are
    this section.                               going to make a claim under
If items of baggage are also covered            this policy.
under Section U – Wedding/Civil           4 You must provide (at your own
partnership cover you can only              expense) an original receipt or
claim for these under one section           proof of ownership for items lost,
for the same event. Depending on            stolen or damaged to help you to
the cover you have selected, you
should always check which section           substantiate your claim.
is more specific to the event and/or
provides the highest level of cover
before claiming.

42
Section E – Baggage (only operative if indicated in your booking confirmation) continued




What is not covered                                of any kind, bonds, securities,
1 The first £100 of each and every                 perishable goods (such as
  claim, per incident claimed for,                 foodstuffs), bicycles, ski
  under this section by each insured               equipment, golf equipment and
  person (except claims under                      damage to suitcases (unless the
  subsection 2 of What is covered).                suitcases are entirely unusable
                                                   as a result of one single incidence
2 Loss, theft of or damage to                      of damage).
  valuables left unattended at any
  time (including in a vehicle, in             6   Loss or damage due to
  checked in luggage or while in the               cracking, scratching, breakage
  custody of a carrier, tour operator              of or damage to china, glass
  or public transport operator)                    (other than glass in watch
  unless deposited in a hotel safe,                faces, cameras, binoculars
  safety deposit box or left in your               or telescopes), porcelain or
  locked accommodation.                            other brittle or fragile articles
                                                   unless caused by fire, theft, or
3 Loss, theft of or damage to                      an accident to the aircraft, sea
  baggage contained in an                          vessel, train or vehicle in which
  unattended vehicle:                              they are being carried.
  a overnight between 9 pm and 9               7   Loss or damage due to breakage
     am (local time) or                            of sports equipment or damage to
  b at any time between 9 am and                   sports clothing whilst in use.
     9 pm (local time) unless:                 8   Loss, theft of or damage to
     i it is locked out of sight in a              business equipment, business
        secure baggage area and                    goods, samples, tools of
                                                   trade and other items used in
     ii forcible and violent means
                                                   connection with your business,
        have been used by an
                                                   trade, profession or occupation.
        unauthorised person to
        gain entry into the vehicle            9   Loss or damage caused by wear
        and evidence of such entry                 and tear, depreciation (loss in
        is available.                              value), atmospheric or climatic
                                                   conditions, moth, vermin, any
4 Loss or damage due to delay,
                                                   process of cleaning repairing or
  confiscation or detention by
                                                   restoring, mechanical or electrical
  customs or any other authority.
                                                   breakdown.
5 Loss, theft of or damage to                 10
  unset precious stones, contact                   Anything mentioned in What is not
                                                   covered applicable to all sections
  or corneal lenses, hearing
                                                   of the policy.
  aids, dental or medical fittings,
  antiques, musical instruments,
  motor accessories, documents


                                                                                      43
Section E – Baggage (only operative if indicated in your booking confirmation) continued




Claims evidence                                5 An original receipt, proof of
We will require (at your own                     ownership or valuations for items
expense) the following evidence                  lost, stolen or damaged and for
where relevant:                                  all items of clothing, medication
                                                 and toiletries replaced if your
1 A police report from the local                 baggage is temporarily lost in
  Police in the country where the                transit for more than 12 hours.
  incident occurred for all loss,
  theft or attempted theft.                    6 A letter from the carrier confirming
                                                 the number of hours your
2 A Property Irregularity Report                 baggage was delayed for.
  from the airline or a letter from
  the carrier where loss, theft or             7 Repair report where applicable.
  damage occurred in their custody.            8 Any other relevant information
3 A letter from your tour operator’s             relating to your claim under this
  representative, hotel or                       section that we may ask you for.
  accommodation provider where
  appropriate.
4 All travel tickets and tags
  for submission.




                 To make a claim under this section please call
                               0845 366 2217


44
Section F – Personal money, passport and
documents
What is covered                             report of the loss, theft or
1 We will pay you up to the amounts         attempted theft of all personal
  shown below for the accidental            money, passports or documents.
  loss of, theft of or damage to        2   If personal money or passports
  personal money and documents              are lost, stolen or damaged
  (including the unused portion             while in the care of a hotel or
  of passports, visas and driving           your accommodation provider
  licences). We will also cover             you must report details of the
                                            loss, theft or damage to them
  foreign currency during the 72            in writing and get (at your own
  hours immediately before your             expense) written confirmation.
  departure on the outward journey.         Keep all travel tickets and tags
  The maximum we will pay for the           for submission if a claim is to be
  following items is:                       made under this policy.
  a £300 for bank notes, currency       3   If documents are lost, stolen
     notes and coins                        or damaged while in the care of
                                            a carrier, transport company,
  b £50 for bank notes, currency            authority, hotel or your
     notes and coins, if you are            accommodation provider you
     under the age of 16                    must report details of the loss,
  c £200 for all other personal             theft or damage to them in writing
     money and documents                    and get (at your own expense)
     (including the cost of the             written confirmation.
     emergency replacement or           4   If documents are lost, stolen or
     temporary passport or visa).           damaged whilst in the care of an
2 We will pay you up to £300 for            airline you must:
  reasonable additional travel              a give formal written notice of
  and accommodation expenses                    the claim to the airline within
  necessarily incurred outside                  the time limit set out in their
  your home area to obtain a                    conditions of carriage (please
  replacement of your passport or               keep a copy).
  visa which has been lost or stolen
  outside your home area.                   b keep all travel tickets and tags
                                                for submission to us if you are
                                                going to make a claim under
Special conditions relating to claims           this policy.
1 You must report to the local          5   You must provide (at your own
  Police in the country where the           expense) an original receipt or
  incident occurred within 24               proof of ownership for items lost,
  hours of discovery or as soon             stolen or damaged to help you to
  as possible after that and get            substantiate your claim.
  (at your own expense) a written


                                                                             45
Section F – Personal money, passport and documents continued




What is not covered                        Claims evidence
1 The first £100 of each and every         We will require (at your own
  claim, per incident claimed              expense) the following evidence
  for, under this section by each          where relevant:
  insured person.                          1 A police report from the local
2 Loss, theft of or damage to                Police in the country where the
  personal money or your passport            incident occurred for all loss,
  or visa if left unattended at any          theft or attempted theft.
  time (including in a vehicle, in         2 A letter from your tour operator’s
  checked in luggage or while in the         representative, hotel or
  custody of a carrier, tour operator        accommodation provider where
  or public transport operator)              appropriate.
  unless deposited in a hotel safe,
  safety deposit box or left in your       3 All travel tickets and tags for
  locked accommodation.                      submission.
3 Loss, theft of or damage to              4 Original receipts, proof of
  travellers’ cheques if you have            ownership or valuations for items
  not complied with the issuer’s             lost, stolen or damaged.
  conditions or where the issuer           5 Receipts or bills or proof of
  provides a replacement service.            purchase for any transport and
4 Loss or damage due to delay,               accommodation expenses
  confiscation or detention by               claimed for.
  customs or any other authority.          6 Receipt for all currency and
5 Loss or damage due to                      travellers cheques transactions.
  depreciation (loss in value),            7 Any other relevant information
  variations in exchange rates or            relating to your claim under this
  shortages due to error or omission.        section that we may ask you for.
6 Travel, event or entertainment
  tickets paid for using any airline
  mileage or supermarket reward
  scheme (for example Air Miles),
  unless evidence of specific
  monetary value can be provided.
7 Anything mentioned in What is not
  covered applicable to all sections
  of the policy.


                To make a claim under this section please call
                              0845 366 2217


46
Section G – Personal liability

What is covered                           the defence of any claims for
We will pay up to £2,000,000              compensation or damages or
(including legal costs and expenses)      otherwise against any third party.
against any amount you become             We will have full discretion in the
legally liable to pay as compensation     conduct of any negotiation or
for any claim or series of claims         proceedings or in the settlement
arising from any one event or source      of any claim and you will give us
of original cause for accidental:         all necessary information and
                                          assistance which we may require.
1 Bodily injury, death, illness or
   disease to any person who is not     5 If you die, your legal
   in your employment or who is           representative(s) will have the
   not a close relative or persons        protection of this cover as long as
   residing with you but not paying       they comply with the terms and
   for their accommodation.               conditions outlined in this policy.
2 Loss of or damage to property
   that does not belong to and          What is not covered
   is neither in the charge of or       1 The first £100 of each and
   under the control of you, a            every claim, arising from the
   close relative and/or anyone           same incident claimed for
   in your employment other               under this section in relation
   than any temporary holiday             to any temporary holiday
   accommodation occupied (but            accommodation occupied by you.
   not owned) by you.                   2 Compensation or legal costs
                                          arising directly or indirectly from:
Special conditions relating               a Liability which has been
to claims                                   assumed by you under
1 You must give us written notice of        agreement (such as a hire
   any incident, which may result in        agreement) unless the
   a claim as soon as possible.             liability would have existed
                                            without the agreement.
2 You must send us every court
   claim form, summons, letter of         b Pursuit of any business, trade,
   claim or other document as soon          profession or occupation or the
   as you receive it.                       supply of goods or services.
3 You must not admit any liability or     c Ownership, possession or
   pay, offer to pay, promise to pay        use of mechanically propelled
   or negotiate any claim without our       vehicles, aircraft or watercraft
   permission in writing.                   (other than surfboards or
                                            manually propelled rowing
4 We will be entitled to take over
                                            boats, punts or canoes).
   and carry out in your name


                                                                            47
Section G – Personal liability continued




  d The transmission of any
     contagious or infectious
     disease or virus.
3 Anything mentioned in What is not
  covered applicable to all sections
  of the policy.

Claims evidence
We will require (at your own
expense) the following evidence
where relevant:
1 Full details in writing of any incident.
2 Any court claim form, summons,
  letter of claim or other document
  must be sent to us as soon as
  you receive it.
3 Any other relevant information
  relating to your claim under this
  section that we may ask you for.




                  To make a claim under this section please call
                                0845 366 2217


48
Section H – Delayed departure
Special definition relating to this section (which is shown in italics)

Package                                      a   strike or
means the pre-arranged                       b   industrial action or
combination of at least two of the           c   adverse weather conditions or
following components when sold
or offered for sale at an inclusive          d   mechanical breakdown of or a
price and when the service covers                technical fault occurring in the
a period of more than 24 hours or                public transport on which you
includes overnight accommodation:                are booked to travel
a transport                                we will pay you:
b accommodation                            1 £15 for the first completed 12
                                              hours delay and £15 for each
c other tourist services not ancillary        full 12 hours delay after that, up
   to transport or accommodation              to a maximum of £200 (which
   (such as car hire or airport parking)      is meant to help you pay for
   and accounting for a significant           telephone calls made and meals
   proportion of the package                  and refreshments purchased
as more fully described under The             during the delay) provided you
Package Travel, Package Holidays              eventually travel, or
and Package Tour Regulations 1992.         2 Up to £3,000 for any
                                              irrecoverable unused travel and
What is covered                               accommodation costs and other
If the public transport on which you          pre-paid charges which you have
are booked to travel:                         paid or are contracted to pay, if:
1 is delayed at the final departure           a after a delay of at least 12
    point from or to the United                  hours, or
    Kingdom (but not including delays         b following cancellation, no
    to any subsequent outbound                   suitable alternative public
    or return connecting public                  transport is provided within
    transport) for at least 12 hours             12 hours of the scheduled
    from the scheduled time of                   time of departure
    departure, or                          you choose to cancel your trip before
2 is cancelled before or after the         departure from the United Kingdom.
    scheduled time of departure            You can only claim under subsection
    as a result of any of the              1. or 2. above for the same event,
    following events:                      not both.




                                                                              49
Section H – Delayed departure continued




You can only claim under one of               or provider of accommodation
either Section H – Delayed departure          (or their booking agents) that
or Section I – Missed departure cover         compensation, assistance or
for the same event. Depending on              reimbursement of any costs,
the cover you have selected, you              charges and expenses incurred by
should always check which section             you will not be provided and the
is more specific to the event and/            reason for this.
or provides the highest level of cover
before claiming.                            What is not covered
                                            1 The first £100 of each and every
Special conditions relating                   claim, per incident claimed
to claims                                     for, under this section by each
1 You must check in according to the          insured person under subsection
   itinerary given to you unless your         2. of What is covered.
   tour operator has requested you          2 Claims arising directly or
   not to travel to the departure point.      indirectly from:
2 You must get written confirmation           a Strike or industrial action
   (at your own expense) from the                existing or being publicly
   carriers (or their handling agents) of        announced by the date you
   the cancellation, number of hours             purchased this insurance or at
   of delay and the reason for these             the time of booking any trip.
   together with confirmation of your
   check in times and details of any          b An aircraft or sea vessel
   alternative transport offered.                being withdrawn from service
                                                 (temporary or otherwise) on
3 You must comply with the                       the recommendation of the
  terms of contract of the travel                Civil Aviation Authority, Port
  agent, tour operator, carrier                  Authority or any such regulatory
  or transport provider and                      body in a country to/from which
  seek financial compensation,                   you are travelling.
  assistance or a refund of your
  ticket from them in accordance              c Any delays to any subsequent
  with such terms and/or (where                  outbound or return connecting
  applicable) your rights under EU               public transport following
  Air Passenger Rights legislation               your departure from the final
  in the event of cancellation or                departure point from or to the
  long delay of flights.                         United Kingdom.
4 Where applicable you must                   d Volcanic eruptions and/or
  get (at your own expense)                      volcanic ash clouds.
  written confirmation from the
  public transport operator (or
  their handling agents) and/

50
Section H – Delayed departure continued




3 For subsection 2. only of What               receive compensation or
  is covered:                                  re-imbursement.
  a Travel tickets paid for                 f Any travel and accommodation
     using any airline mileage or              costs, charges and expenses
     supermarket reward scheme                 where the public transport
     (for example Air Miles), unless           operator has offered
     evidence of specific monetary             reasonable alternative travel
     value can be provided.                    arrangements.
  b Accommodation costs paid for            g Any cost if your trip was
     using any Timeshare, Holiday              booked as part of a package
     Property Bond or other holiday            holiday except under What is
     points scheme. In addition any            covered subsection 1.
     property maintenance costs or        4 Anything mentioned in What is not
     fees incurred by you, as part          covered applicable to all sections
     of your involvement in such            of the policy.
     schemes is not covered.
  c Any costs incurred by you             Claims evidence
     which are recoverable
     from the providers of the            We will require (at your own
     accommodation, their booking         expense) the following evidence
     agents (or the administrators        where relevant:
     of either) or for which you          1 Full details of the travel itinerary
     receive or are expected to             supplied to you.
     receive compensation or
                                          2 A letter from the carriers
     reimbursement.
                                            (or their handling agents)
  d Any costs incurred by you which         confirming the number of hours
    are recoverable from the public         delay, the reason for the delay
    transport operator or for which         and confirmation of your check
    you receive or are expected             in time.
    to receive compensation,
    damages, refund of tickets,           3 In the case of cancellation
    meals, refreshments,                    claims, your booking confirmation
    accommodation, transfers,               together with written details
    communication facilities or             from your travel agent,
    other assistance.                       tour operator or provider of
  e Any costs incurred by you               transport/accommodation of
    which are recoverable from              the separate costs of transport,
    your credit/debit card                  accommodation and other pre-
    provider or for which you               paid costs or charges that made
    receive or are expected to              up the total cost of the trip.



                                                                             51
Section H – Delayed departure continued




4 Your unused travel tickets.
5 Receipts or bills for any transport,
  accommodation or other costs,
  charges or expenses claimed for.
6 Written confirmation from
  the provider of transport/
  accommodation that
  compensation, assistance or
  reimbursement of any costs,
  charges and expenses incurred
  by you will not be provided and
  the reason for this.
7 Any other relevant information
  relating to your claim under this
  section that we may ask you for.




                To make a claim under this section please call
                              0845 366 2217


52
Section I – Missed departure (only
applicable if you eventually travel)
What is covered                          Special conditions relating
We will pay you up to £500               to claims
for reasonable additional                1 You must allow enough time for
accommodation (room only)                   the public transport or other
and travel expenses necessarily             transport to arrive on schedule
incurred in reaching your overseas          and to deliver you to the
destination or returning to the             departure point.
United Kingdom, if you fail to arrive
at the departure point in time to        What is not covered
board the public transport on which
you are booked to travel on for the      1 The first £100 of each and every
initial international outbound and         claim, per incident claimed
return legs only of the trip as a          for, under this section by each
result of:                                 insured person.
1 the failure of other public            2 Claims arising directly or
    transport or                           indirectly from:
2 an accident to or breakdown              a Strike or industrial action
    of the vehicle in which you are           existing or being publicly
    travelling or                             announced by the date you
                                              purchased this insurance or at
3 an accident or breakdown                    the time of booking any trip.
    happening ahead of you on a
    public road which causes an            b An accident to or breakdown
    unexpected delay to the vehicle in        of the vehicle in which you are
    which you are travelling or               travelling when a repairers report
                                              or other evidence is not provided.
4 strike, industrial action or
    adverse weather conditions.            c Breakdown of any vehicle
                                              owned by you which has not
If the same expenses are also                 been serviced properly and
covered under Section H – Delayed             maintained in accordance with
departure you can only claim under            manufacturer’s instructions.
one section for the same event.
Depending on the cover you have            d An aircraft or sea vessel
selected, you should always check             being withdrawn from service
which section is more specific to the         (temporary or otherwise) on
event and/or provides the highest             the recommendation of the
level of cover before claiming.               Civil Aviation Authority, Port
                                              Authority or any such regulatory
                                              body in a country to/from which
                                              you are travelling.




                                                                              53
Section I – Missed departure (only applicable if you eventually travel) continued




  e Your failure to arrive at the              Claims evidence
     departure point in time to board          We will require (at your own
     any connecting public transport           expense) the following evidence
     after your departure on the               where relevant:
     initial international outbound
     and return legs of the trip.              1 A letter from the public
                                                 transport provider detailing the
  f Volcanic eruptions and/or                    reasons for failure.
     volcanic ash clouds (except
     claims under subsection 1. of             2 A letter from the relevant public
     What is covered).                           transport provider, carrier or
                                                 authority confirming details of
  g Trips solely within the United               the strike, industrial action or
     Kingdom.                                    adverse weather conditions.
3 Additional expenses where the                3 Your unused travel tickets.
  scheduled public transport
  operator has offered reasonable              4 Receipts or bills or proof of
  alternative travel arrangements.               purchase for any transport,
                                                 accommodation or other costs,
4 Anything mentioned in What is not              charges or expenses claimed for.
  covered applicable to all sections
  of the policy.                               5 Any other relevant information
                                                 relating to your claim under this
                                                 section that we may ask you for.




                 To make a claim under this section please call
                               0845 366 2217


54
Section J – Legal expenses and assistance

What is covered                          What is not covered
We will pay up to £10,000 for legal      1 The first £100 of each and every
costs to pursue a civil action for         claim, per incident claimed
compensation, against someone              for, under this section by each
else who causes you bodily injury,         insured person.
illness or death.                        2 Any claim where in our opinion
Where there are two or more insured        there is insufficient prospect of
persons insured by this policy, then       success in obtaining reasonable
the maximum amount we will pay             compensation.
for all such claims shall not exceed     3 Legal costs and expenses
£20,000.                                   incurred in pursuit of any claim
                                           against any TUI Group company,
Special conditions relating                us, AXA Assistance or their
to claims                                  agents, someone you were
                                           travelling with, a person related to
1 We shall have complete control
   over the legal case through             you, or another insured person.
   agents we nominate, by                4 Legal costs and expenses
   appointing agents of our choice         incurred prior to our written
   on your behalf with the expertise       acceptance of the case.
   to pursue your claim.
                                         5 Any claim where the legal costs
2 You must follow our agent’s              and expenses are likely to be
   advice and provide any information      greater than the anticipated
   and assistance required within a        amount of compensation.
   reasonable timescale.
                                         6 Any claim where legal costs and
3 You must advise us of any offers         expenses are variable depending
  of settlement made by the                on the outcome of the claim.
  negligent third party and you must
  not accept any such offer without      7 Legal costs and expenses
  our permission.                          incurred if an action is brought in
                                           more than one country.
4 We may include a claim for our legal
  costs and other related expenses.      8 Any claim where in our opinion
                                           the estimated amount of
5 We may, at our own expense,              compensation payment is
  take proceedings in your name
  to recover compensation from             less than £1,000 for each
  any third party for any legal costs      insured person.
  incurred under this policy. You
  must give us any assistance we
  require from you and any amount
  recovered shall belong to us.



                                                                            55
Section J – Legal expenses and assistance continued




 9 Travel, accommodation and
   incidental costs incurred
   to pursue a civil action for
   compensation.
10 The costs of any Appeal.
11 Claims by you other than in your
   private capacity.
12 Anything mentioned in What is
   not covered applicable to all
   sections of the policy.

Claims evidence
We will require (at your own
expense) the following evidence
where relevant:
1 Relevant documentation and
  evidence to support your claim,
  including photographic evidence.
2 Any other relevant information
  relating to your claim under this
  section that we may ask you for.




                To make a claim under this section please call
                              0845 366 2214


56
Section K – Hijacking

What is covered                          What is not covered
If you are prevented from reaching       1 Any claim relating to payment of
your scheduled destination as a            ransom monies.
result of hijack of the aircraft or      2 Any claim arising out of any
ship in which you are travelling we        act(s) by you which would be
will pay you £100 for the first full       considered an offence by a
24 hours of delay and £100 for             court of the United Kingdom if
each subsequent full 24 hours of           they had been committed in the
delay up to £1,500. This benefit           United Kingdom.
is only payable if no claim is made
under Section A – Cancellation or        3 Any claim where the detainment,
curtailment charges or Section H –         internment or hijack of you
Delayed departure.                         has not been reported to or
                                           investigated by the local Police or
                                           local authority.
Special conditions relating
to claims                                4 Anything mentioned in What is not
                                           covered applicable to all sections
1 You have not engaged in any              of the policy.
   political or other activity which
   would prejudice this insurance.
                                         Claims evidence
2 You have no family or business
   connections that could be             We will require (at your own
   expected to prejudice this            expense) the following evidence
   insurance or increase our risk.       where relevant:
3 All your visas and documents are       1 A report from the local Police
   in order.                               or local authority in the country
                                           where the incident occurred
4 You must report the matter to            confirming that you were
   the Police within 24 hours of your      unlawfully detained and the dates
   release or as soon as possible          of such detention
   after that and provide us within
   30 days of returning from the trip    2 Any other relevant information
   with a Police report confirming         relating to the claim that we may
   that you were unlawfully detained       ask you for.
   and the dates of such detention.




                To make a claim under this section please call
                              0845 366 2217


                                                                           57
Section L – Mugging

Special definitions relating to this section

Mugging/mugged
means a violent attack on you with a view to theft by the person(s) not
previously known to you.

What is covered                            What is not covered
We will pay you the amounts shown          1 Any claims arising directly or
below up to a maximum of £1,500              indirectly from:
if you need medical treatment in a           a Any additional period of
hospital outside the United Kingdom             hospitalisation relating to
as a result of you sustaining bodily            treatment or surgery, including
injury whilst being mugged:                     exploratory tests, which are not
1 £100 if you are admitted to a                 directly related to the bodily
                                                injury which necessitated your
    hospital as an inpatient for a
                                                admittance into hospital.
    period of up to 24 hours and a
    further £100 for each additional         b Hospitalisation relating to any
    24 hour period that you remain as           form of treatment or surgery
    an inpatient.                               which in the opinion of AXA
You may claim only under Section                Assistance or us (based
L – Mugging or Section C – Hospital             on information provided
benefit for the same event, not both.           by medical practitioner in
Depending on the cover you have                 attendance), can be delayed
selected, you should always check               reasonably until your return to
which section is more specific to the           your home area.
event and/or provides the highest
                                             c Any additional period of
level of cover before claiming.                 hospitalisation relating to
                                                treatment or services provided by
Special conditions relating                     a convalescent or nursing home
to claims                                       or any rehabilitation centre.
1 You must give notice as soon               d Any additional period of
   as possible to AXA Assistance                hospitalisation following your
   or us of any bodily injury which             decision not to be repatriated
   necessitates your admittance to              after the date, when in the
   hospital as an in-patient.                   opinion of AXA Assistance it is
2 You must obtain a written report              safe to do so.
   of the mugging from the local           2 Anything mentioned in What is not
   Police within 24 hours of the             covered applicable to all sections
   incident or as soon as possible           of the policy.
   after that.


58
Section L – Mugging continued




Claims evidence
We will require (at your own
expense) the following evidence
where relevant:
1 Confirmation in writing from the
  hospital, relevant authority or the
  treating medical practitioner of
  the dates when you were admitted
  and subsequently discharged
  from hospital, together with
  details of your injuries.
2 Any other relevant information
  relating to your claim under this
  section that we may ask you for.




                To make a claim under this section please call
                             +44 845 366 2215


                                                                 59
Section M – Catastrophe cover

What is covered                          What is not covered
We will pay you up to £600               1 Any costs incurred by you which
for reasonable additional                  are recoverable from the travel
accommodation and transport                agent, tour operator or the
costs incurred up to the standard          providers of the accommodation
of your original booking, if you need      or for which you receive
to move to other accommodation at          or are expected to receive
any point during the trip as a result      compensation or reimbursement.
of fire, flood, earthquake, volcanic     2 Any costs for normal day to day
eruption, explosion, tsunami,              living such as food and drink which
landslide, avalanche, hurricane,           you would have expected to pay
storm or an outbreak of food               during your trip.
poisoning or an infectious disease
meaning you cannot use your              3 Anything mentioned in What is not
booked accommodation.                      covered applicable to all sections
                                           of the policy.
If the same costs are also covered
under Section A – Cancellation or
curtailment charges you can only         Claims evidence
claim for these under one section        We will require (at your own
for the same event. Depending on         expense) the following evidence
the cover you have selected, you         where relevant:
should always check which section        1 Written confirmation from
is more specific to the event and/or       the company providing the
provides the highest level of cover        accommodation, the local
before claiming.
                                           Police or relevant authority
                                           that you could not use your
Special conditions relating                accommodation and the reason
to claims                                  for this.
1 You must get (at your own              2 Receipts or bills for any transport,
   expense) written confirmation           accommodation or other costs,
   from the provider of the                charges or expenses claimed for.
   accommodation, the local              3 Any other relevant information
   Police or relevant authority            relating to your claim under this
   that you could not use your             section that we may ask you for.
   accommodation and the reason
   for this.



                To make a claim under this section please call
                              0845 366 2217


60
Section N – Home help

What is covered                          Claims evidence
We will pay you up to £250 if you        We will require (at your own
need home help when you return to        expense) the following evidence
your home area, or when you leave        where relevant:
hospital in your home area, after        1 A medical certificate from the
suffering unforeseen bodily injury,        treating medical practitioner
illness or disease during your trip.       explaining why it is necessary
                                           for you to have home help and
Special conditions relating                that the bodily injury, illness or
to claims                                  disease you suffered during your
                                           trip is responsible for the need of
1 You must get (at your own
                                           home help assistance.
   expense) a medical certificate
   from the medical practitioner in      2 Any other relevant information
   attendance to confirm that the          relating to your claim under this
   bodily injury, illness or disease       section that we may ask you for.
   you suffered during your trip is
   responsible for the need of home
   help assistance.

What is not covered
1 Any claims arising directly or
  indirectly for the cost of any
  home help:
  a which you already needed
     before you started your trip.
  b arising from bodily injury,
     illness or disease you suffered
     during your trip for which we
     have not agreed to pay a claim
     under Section B – Emergency
     medical and other expenses.
  c that is not related to any bodily
     injury, illness or disease you
     suffered during your trip.



                To make a claim under this section please call
                              0845 366 2217


                                                                            61
Section O – Pet care

What is covered                          Claims evidence
We will pay you up to £25 per day,       We will require (at your own
up to a maximum of £500 for any          expense) the following evidence
additional kennel/cattery fees           where relevant:
incurred, if your domestic dog(s)/       1 Written confirmation from the
cat(s) are in a kennel/cattery during      appropriate kennel or cattery
your trip and your return to your          confirming the amount of
home has been delayed due to your          additional fees that you have had
bodily injury, illness or disease.         to pay together with the dates
                                           when these were payable.
Special conditions relating              2 A medical certificate from the
to claims                                  treating medical practitioner
1 You must send us written                 explaining why you were unable to
   confirmation (at your own               return home on time.
   expense) from the appropriate         3 Your unused travel tickets.
   kennel or cattery, confirming the
   amount of additional fees that you    4 Any other relevant information
   have had to pay, together with the      relating to your claim under this
   dates when these were payable.          section that we may ask you for.


What is not covered
1 Claims arising from your bodily
  injury, illness or disease that is
  not covered under Section B –
  Emergency medical and other
  expenses.
2 Anything mentioned in What is not
  covered applicable to all sections
  of the policy.




                To make a claim under this section please call
                              0845 366 2217


62
Sections P, Q, R, S and T – Winter sports
(only operative if indicated in your booking
confirmation)
Cover for sections P, Q, R, S and T       2 Under annual multi trip policies
only operates:-                             – for a period no more than 17
1 Under single trip policies – if           days in total in each period
  the appropriate winter sports             of insurance, providing the
  section is shown as operative             appropriate winter sports
  in your booking confirmation              section is shown as operative
  and the appropriate additional            in your booking confirmation
  premium has been paid.                    and the appropriate additional
                                            premium has been paid.

Section P – Ski equipment (only operative
if indicated in your booking confirmation)
What is covered                           will be the value at today’s prices
We will pay you up to £500 for            less a deduction for wear tear
the accidental loss of, theft             and depreciation (loss of value –
of or damage to your own ski              calculated from the table below), or
equipment, or up to £250 for              we may replace, reinstate or repair
hired ski equipment. The amount           the lost or damaged ski equipment.
payable in the event of a total loss,

 Age of ski equipment         Amount payable
 Less than 1 year old         90% of value
 Over 1 year old              70% of value
 Over 2 years old             50% of value
 Over 3 years old             30% of value
 Over 4 years old             20% of value
 Over 5 years old             No payment

The maximum we will pay for any
one article, pair or set of articles is
the amount payable calculated from
the table above or £300 whichever
is the less.



                                                                            63
Sections P, Q, R, S and T – Winter sports (only operative if indicated in your booking
confirmation) continued




Special conditions relating                     What is not covered
to claims                                       1 The first £100 of each and every
1 You must report to the local                    claim, per incident claimed
   Police in the country where the                for, under this section by each
   incident occurred within 24                    insured person.
   hours of discovery or as soon
   as possible after that and get               2 Loss, theft of or damage to ski
   a written report (at your own                  equipment contained in or stolen
   expense) of the loss, theft                    from an unattended vehicle:
   or attempted theft of all                      a overnight between 9 pm and 9
   ski equipment.                                    am (local time) or
2 If ski equipment is lost, stolen                b at any time between 9 am and
   or damaged while in the care of                   9 pm (local time) unless:
   a carrier, transport company,
   authority, hotel or your                          i it is locked out of sight in a
   accommodation provider you                           secure baggage area and
   must report details of the loss,                  ii forcible and violent means
   theft or damage to them in writing                   have been used by an
   and get (at your own expense)                        unauthorised person to
   written confirmation.                                gain entry into the vehicle
3 If ski equipment is lost, stolen or                   and evidence of this entry
   damaged whilst in the care of an                     is available.
   airline you must:                            3 Loss or damage due to delay,
   a get a Property Irregularity                  confiscation or detention by
      Report from the airline                     customs or any other authority.
  b give formal written notice of               4 Loss or damage caused by wear
     the claim to the airline, within             and tear, depreciation (loss in
     the time limit set out in their              value), atmospheric or climatic
     conditions of carriage (please               conditions, moth, vermin, any
     keep a copy)                                 process of cleaning repairing
                                                  or restoring, mechanical or
  c keep all travel tickets and                   electrical breakdown.
     tags for submission if you are
     going to make a claim under                5 Anything mentioned in What is not
     this policy.                                 covered applicable to all sections
                                                  of the policy.
4 You must provide (at your own
  expense) an original receipt or
  proof of ownership for items lost,
  stolen or damaged to help you to
  substantiate your claim.



64
Sections P, Q, R, S and T – Winter sports (only operative if indicated in your booking
confirmation) continued




Claims evidence
We will require (at your own
expense) the following evidence
where relevant:
1 A police report from the local
  Police in the country where the
  incident occurred for all loss,
  theft or attempted theft.
2 A Property Irregularity Report
  from the airline or a letter from
  the carrier where loss, theft or
  damage occurred in their custody.
3 A letter from your tour operator’s
  representative, hotel or
  accommodation provider where
  appropriate.
4 All travel tickets and tags for
  submission.
5 An original receipt or proof of
  ownership for items lost, stolen
  or damaged.
6 Repair report where applicable.
7 Any other relevant information
  relating to your claim under this
  section that we may ask you for.




                  To make a claim under this section please call
                                0845 366 2217


                                                                                         65
Section Q – Ski equipment hire (only
operative if indicated in your booking
confirmation)
What is covered                             c keep all travel tickets and tags
We will pay you up to £15 per                  for submission if you are going to
day, up to a maximum of £150                   make a claim under this policy.
for the reasonable cost of hiring         4 You must provide (at your own
replacement ski equipment as a              expense) an original receipt or
result of the accidental loss of, theft     proof of ownership for items lost,
of or damage to or temporary loss           stolen or damaged to help you to
in transit for more than 24 hours of        substantiate your claim.
your own ski equipment.
                                          What is not covered
Special conditions relating               1 Loss, theft of or damage to
to claims                                   ski equipment contained in an
1 You must report to the local Police       unattended vehicle:
   in the country where the incident        a overnight between 9 pm and 9
   occurred within 24 hours of                 am (local time) or
   discovery or as soon as possible
   after that and get (at your own          b at any time between 9 am and
   expense) a written report of the            9 pm (local time) unless:
   loss, theft or attempted theft of           i it is locked out of sight in a
   your own ski equipment.                        secure baggage area and
2 If ski equipment is lost, stolen             ii forcible and violent means
   or damaged while in the care of                have been used by an
   a carrier, transport company,                  unauthorised person to
   authority, hotel or your                       gain entry into the vehicle
   accommodation provider you                     and evidence of this entry
   must report details of the loss,               is available.
   theft or damage to them in writing     2 Loss or damage due to delay,
   and get (at your own expense)            confiscation or detention by
   written confirmation.                    customs or any other authority.
3 If ski equipment is lost, stolen or     3 Loss or damage caused by wear
   damaged whilst in the care of an         and tear, depreciation (loss of
   airline you must:                        value), atmospheric or climatic
   a get a Property Irregularity            conditions, moth, vermin, any
       Report from the airline.             process of cleaning repairing
   b give formal written notice of          or restoring, mechanical or
       the claim to the airline within      electrical breakdown.
       the time limit set out in their    4 Anything mentioned in What is not
       conditions of carriage (please       covered applicable to all sections
       keep a copy).                        of the policy.
66
Section Q – Ski equipment hire (only operative if indicated in your booking
confirmation) continued




Claims evidence
We will require (at your own
expense) the following evidence
where relevant:
1 A police report from the local
  Police in the country where the
  incident occurred for all loss,
  theft or attempted theft.
2 A Property Irregularity Report
  from the airline or a letter from
  the carrier where loss, theft or
  damage occurred in their custody.
3 A letter from your tour operator’s
  representative, hotel or
  accommodation provider
  where appropriate.
4 All travel tickets and tags for
  submission.
5 An original receipt, proof of
  ownership or valuations for items
  lost, stolen or damaged together
  with receipts or bills detailing
  the costs incurred of hiring
  replacement ski equipment.
6 Any other relevant information
  relating to your claim under this
  section that we may ask you for.




                 To make a claim under this section please call
                               0845 366 2217


                                                                              67
Section R – Ski pack (only operative if
indicated in your booking confirmation)
What is covered                          Claims evidence
We will pay you:                         We will require (at your own
1 Up to £250 for the unused portion      expense) the following evidence
  of your ski pack (ski school           where relevant:
  fees, lift passes and hired ski        1 A medical certificate from the
  equipment) following your bodily         treating medical practitioner
  injury, illness or disease.              explaining why you were unable to
2 Up to £150 for the unused portion        use your ski pack.
  of your lift pass if you lose it.      2 Any other relevant information
                                           relating to your claim under this
Special conditions relating                section that we may ask you for.
to claims
1 You must provide (at your own
   expense) written confirmation to
   us from a medical practitioner
   that the bodily injury, illness or
   disease prevented you from using
   your ski pack.

What is not covered
1 Anything mentioned in What is not
  covered applicable to all sections
  of the policy.




                To make a claim under this section please call
                              0845 366 2217


68
Section S – Piste closure (only operative if
indicated in your booking confirmation)
What is covered                            What is not covered
We will pay you up to £20 per              1 Any circumstances where
day, up to a maximum of £300 for             transport costs, compensation
transport costs necessarily incurred         or alternative skiing facilities are
by you, to travel to and from an             provided to you.
alternative site if either lack of or      2 Anything mentioned in What is not
excess of snow, or an avalanche              covered applicable to all sections
results in the skiing facilities             of the policy.
(excluding cross-country skiing) in
your resort being closed and it
is not possible to ski. The cover          Claims evidence
only applies:                              We will require (at your own
    a To the resort which you have         expense) the following evidence
      pre-booked for a period more         where relevant:
      than 12 hours and for as long        1 A letter from the relevant authority,
      as these conditions continue           ski lift operator or your tour
      at the resort, but not more than       operator’s representative of the
      the pre-booked period of your          number of days skiing facilities
      trip and                               were closed in your resort and the
    b To trips taken during the              reason for the closure.
      published ski season for             2 Receipts or bills for any transport
      your resort.                           costs claimed for.
If no alternative sites are available,     3 Any other relevant information
we will pay you compensation of £20          relating to your claim under this
per day up to a maximum of £300.             section that we may ask you for.

Special conditions relating
to claims
1 You must get (at your own
   expense) written confirmation
   from the relevant authority, ski lift
   operator or your tour operator’s
   representative of the number of
   days skiing facilities were closed
   in your resort and the reason for
   the closure.


                 To make a claim under this section please call
                               0845 366 2217


                                                                                69
Section T – Avalanche or landslide cover
(only operative if indicated in your booking
confirmation)
What is covered                          Claims evidence
We will pay you up to £100               We will require (at your own
for reasonable additional                expense) the following evidence
accommodation (room only) and            where relevant:
travel expenses necessarily incurred     1 A letter from the relevant
in reaching your booked resort or          authority or your tour operator’s
returning home if you are delayed for      representative confirming details
more than 12 hours by avalanche or         of the avalanche or landslide that
landslide. The cover only applies to       caused the delay and the period
trips taken during the published ski       of delay.
season for your resort.
                                         2 Receipts or bills for any
                                           accommodation and travel
Special conditions relating                expenses claimed for.
to claims
                                         3 Any other relevant information
1 You must get (at your own                relating to your claim under this
   expense) written confirmation           section that we may ask you for.
   from the relevant authority or your
   tour operator’s representative
   confirming the event.

What is not covered
1 Anything mentioned in What is not
  covered applicable to all sections
  of the policy.




                To make a claim under this section please call
                              0845 366 2217


70
Section U – Wedding/Civil partnership
cover (only operative if indicated in your
booking confirmation)
Special definitions relating to this section (which are shown in italics)

You/your/insured person
means each person travelling to be married or to enter into a civil partnership
whose names appear in your booking confirmation.

Insured couple
means the couple travelling to be married or to enter into a civil partnership
whose names appear in your booking confirmation.

Wedding
means the religious or civil ceremony at which the couple become married or
register as civil partners of each other.

Wedding attire
means dress, suits, shoes and other accessories bought specially for the
wedding and make-up, hair styling and flowers paid for or purchased for the
wedding, forming part of your baggage.

What is covered                             The amount payable will be the value
1 We will pay up to the amounts             at today’s prices less a deduction
  shown for the accidental loss of,         for wear tear and depreciation
  theft of or damage to the items           (loss of value), or we may replace,
  shown below forming part of               reinstate or repair the lost or
  your baggage:                             damaged baggage.
  a £250 for each wedding ring              2 We will pay the insured couple
     taken or purchased on the trip            up to £750 for the reasonable
     for each insured person                   additional costs incurred to
                                               reprint/make a copy of or
  b £1,000 for wedding gifts                   retake the photographs/video
     (including up to £150 for bank            recordings either at a later date
     notes and currency notes)                 during the trip or at a venue in the
     taken or purchased on the trip            United Kingdom if:
     for the insured couple
                                               a the professional photographer
  c £1,500 for your wedding attire                who was booked to take the
     which is specifically to be worn             photographs/video recordings
     by the insured couple on their               on your wedding day is unable
     wedding day.                                 to fulfil their obligations due


                                                                                  71
Section U – Wedding/Civil partnership cover (only operative if indicated in your
booking confirmation) conditions continued




      to bodily injury, illness or              and get (at your own expense)
      unavoidable and unforeseen                written confirmation.
      transport problems, or                  3 If baggage is lost, stolen or
   b the photographs/video                      damaged whilst in the care of an
      recordings of the wedding                 airline you must:
      day taken by a professional               a get a Property Irregularity
      photographer are lost, stolen                 Report from the airline.
      or damaged within 15 days
      after the wedding day and                 b give formal written notice of
      whilst you are still at the                   the claim to the airline, within
      holiday/honeymoon location.                   the time limit contained in their
                                                    conditions of carriage (please
You can only claim under one of either              retain a copy).
this section or Section E – Baggage
for loss of, theft of or damage to              c keep all travel tickets and
the items of baggage shown above                    tags for submission if you are
arising from the                                    going to make a claim under
same event. Depending on the cover                  this policy.
you have selected, you should always          4 You must provide (at your own
check which section is more specific            expense) an original receipt or
to the event and/or provides the                proof of ownership for items lost,
highest level of cover before claiming.         stolen or damaged to help you to
                                                substantiate your claim.
Special conditions relating to
claims                                        What is not covered
1 You must report to the local Police         1 The first £200 of each and every
  in the country where the incident             claim, per incident claimed for,
  occurred within 24 hours of                   under this section by the insured
  discovery or as soon as possible              couple but reduced to £100 for
  after that and get (at your own               claims by each insured person under
  expense) a written report of the              What is covered subsection 1. a).
  loss, theft or attempted theft of           2 Loss, theft of or damage to
  all baggage.                                  valuables, bank notes and
2 If baggage is lost, stolen or                 currency notes left unattended at
  damaged while in the care of                  any time (including in a vehicle, in
  a carrier, transport company,                 checked in luggage or while in the
  authority, hotel or your                      custody of a carrier, tour operator
  accommodation provider you                    or public transport operator)
  must report details of the loss,              unless deposited in a hotel safe,
  theft or damage to them in writing            safety deposit box or left in your
                                                locked accommodation.


72
Section U – Wedding/Civil partnership cover (only operative if indicated in your
booking confirmation) conditions continued




3 Loss, theft of or damage to                     or vehicle in which they are
  baggage contained in an                         being carried.
  unattended vehicle:                         7   Loss or damage due to breakage
  a overnight between 9 pm and 9                  of sports equipment or damage to
     am (local time) or                           sports clothing whilst in use.
  b at any time between 9 am and              8   Loss, theft of or damage to
     9 pm (local time) unless:                    business equipment, business
     i it is locked out of sight in a             goods, samples, tools of
         secure baggage area and                  trade, and other items used in
                                                  connection with your business,
     ii forcible and violent means                trade, profession or occupation.
         have been used by an
         unauthorised person to               9   Loss or damage caused by wear
         gain entry into the vehicle              and tear, depreciation (loss of
         and evidence of this entry               value), variation in exchange
         is available.                            rates, atmospheric or climatic
                                                  conditions, moth, vermin, any
4 Loss or damage due to delay,                    process of cleaning repairing
  confiscation or detention by                    or restoring, mechanical or
  customs or any other authority.                 electrical breakdown.
5 Loss, theft of or damage to                10   Anything mentioned in What is not
  unset precious stones, contact                  covered applicable to all sections
  or corneal lenses, hearing                      of the policy.
  aids, dental or medical fittings,
  antiques, musical instruments,
  documents of any kind, bonds,               Claims evidence
  securities, perishable goods (such          We will require (at your own
  as foodstuffs), bicycles, motor             expense) the following evidence
  accessories, ski equipment,                 where relevant:
  golf equipment and damage to                1 A police report from the local
  suitcases (unless the suitcases               Police in the country where the
  are entirely unusable as a result of          incident occurred for all loss,
  one single incidence of damage).              damage, theft or attempted theft.
6 Loss or damage due to                       2 A Property Irregularity Report
  cracking, scratching, breakage                from the airline or a letter from
  of or damage to china, glass                  the carrier where loss, theft or
  (other than glass in watch                    damage occurred in their custody.
  faces, cameras, binoculars or
  telescopes), porcelain or other             3 A letter from your tour
  brittle or fragile articles unless            operator’s representative,
                                                hotel or accommodation
  caused by fire, theft, or accident
                                                provider where appropriate.
  to the aircraft, sea vessel, train

                                                                                   73
Section U – Wedding/Civil partnership cover (only operative if indicated in your
booking confirmation) conditions continued




4 All travel tickets and tags
  for submission.
5 An original receipt or proof of
  ownership for items lost, stolen
  or damaged.
6 Repair report where applicable.
7 A medical certificate from the
  treating medical practitioner
  or relevant transport provider
  or authority explaining why the
  professional photographer was
  unable to fulfil his/her obligations.
8 Any other relevant information
  relating to your claim under this
  section that we may ask you for.




                 To make a claim under this section please call
                               0845 366 2217


74
Section V – Golf cover (only operative if
indicated in your booking confirmation)
This extension to the policy provides the following amendments to the
insurance, specifically for any golfing trips taken by you:

Loss of green fees                        2 £300 for the emergency
                                              replacement of golf equipment
                                              if your golf equipment is
What is covered
                                              temporarily lost in transit during
In addition to the cover provided             the outward journey and not
under Section A – Cancellation or             returned to you within 12 hours,
curtailment charges, we will pay you          as long as we receive written
up to £75 per day, up to a maximum            confirmation from the carrier,
of £300 for any irrecoverable                 confirming the number of hours
unused green fees which you have              the golf equipment was delayed.
paid or are contracted to pay if          If the loss is permanent, we will
a cancellation of the trip is             deduct the amount already paid
   necessary and unavoidable or           from the final amount to be paid
                                          under this section.
b the trip is curtailed before
   completion                             3 £20 per day, up to a maximum
                                              of £200 for the reasonable
as a result of any of the events              cost of hiring replacement golf
detailed under What is covered                equipment as a result of the
in Section A – Cancellation or                accidental loss of, theft of or
curtailment charges occurring.                damage to, or temporary loss in
                                              transit during the outward journey
Golf equipment cover                          for more than 24 hours of your
                                              own golf equipment, as long as
                                              we receive written confirmation
What is covered                               from the carrier, confirming
In addition to the cover provided             the number of hours the golf
under Section E – Baggage, we will            equipment was delayed.
pay you up to the amounts
shown below:                              Hole in one cover
1 £1,000 for the accidental loss
   of, theft of or damage to              What is covered
   golf equipment.                        We will pay you £150 if you
The amount payable will be the value      complete a hole in one shot (not
at today’s prices, less a deduction       including your handicap allowance)
for wear tear and depreciation            during a round of golf on your trip.
(loss of value), or we may replace,
reinstate or repair the lost or
damaged golf equipment.



                                                                              75
Section V – Golf cover (only operative if indicated in your booking confirmation) continued




Special conditions relating                      as you find out it is necessary to
to claims                                        cancel the trip, as any delay in
                                                 seeing a medical practitioner could
1 You must get (at your own
                                                 mean that your symptoms are no
   expense) a medical certificate
                                                 longer present. If you cannot get
   from a medical practitioner
                                                 an immediate appointment, please
   and the prior approval of AXA
                                                 make one for as early as possible
   Assistance to confirm the necessity
                                                 and keep all details of this to help
   to return home prior to curtailment
                                                 substantiate your claim.
   of the trip due to death, bodily
   injury, illness or disease.                   4 You must report to the local
                                                    Police in the country where
2 If you fail to notify the travel
                                                    the incident occurred within
   agent, tour operator or golf club
                                                    24 hours of discovery or as
   as soon as you find out it is
                                                    soon as possible after that and
   necessary to cancel the trip, the
                                                    get (at your own expense) a
   amount we will pay will be limited
                                                    written report of the loss, theft
   to the cancellation charges that
                                                    or attempted theft of all golf
   would have otherwise applied.
                                                    equipment.
3 If you cancel the trip due to:
                                                 5 If golf equipment is lost,
   a stress, anxiety, depression                    stolen or damaged while in
      or any other mental or                        the care of a carrier, transport
      nervous disorder that you                     company, authority, hotel or your
      are suffering from you must                   accommodation provider you
      provide (at your own expense)                 must report details of the loss,
      a medical certificate from                    theft or damage to them in writing
      either a registered mental                    and get (at your own expense)
      health professional if you are                written confirmation.
      under the care of Community
                                                 6 If golf equipment is lost, stolen or
      Mental Health Team or if not, a
                                                    damaged whilst in the care of an
      consultant specialising in the
                                                    airline you must:
      relevant field or
                                                    a get a Property Irregularity
   b any other bodily injury, illness,
                                                       Report from the airline.
      disease or complications
      arising as a direct result of                 b give formal written notice of
      pregnancy, you must provide                      the claim to the airline within
      (at your own expense) a                          the time limit contained in their
      medical certificate from a                       conditions of carriage (please
      medical practitioner                             retain a copy).
stating that this necessarily and                   c keep all travel tickets and tags
reasonably prevented you from                          for submission to us if you are
travelling. We need the medical                        going to make a claim under
certificate completed as soon                          this policy.

76
Section V – Golf cover (only operative if indicated in your booking confirmation) continued




7 You must get (at your own                        b at any time between 9 am and
  expense) written confirmation                       9 pm (local time) unless:
  from the golf club of the date and                  i it is locked out of sight in a
  time that you got your hole in one.                    secure baggage area and
                                                      ii forcible and violent means
What is not covered                                      have been used by an
1 The first £100 of each and every                       unauthorised person to
  claim, per incident claimed for,                       gain entry into the vehicle
  under What is covered subsection                       and evidence of such entry
                                                         is available.
  1. in the Golf equipment cover
  above by each insured person.                  4 Loss or damage due to delay,
                                                   confiscation or detention by
2 Any claims arising directly or
                                                   customs or any other authority.
  indirectly from:
                                                 5 Loss or damage caused by wear
  a Your misconduct or
     misconduct by any person                      and tear, depreciation (loss in
     who you are travelling with or                value), atmospheric or climatic
     have arranged to travel with                  conditions, moth, vermin, any
     leading to dismissal, your/                   process of cleaning repairing
     their resignation, voluntary                  or restoring, mechanical or
     redundancy, you/their                         electrical breakdown.
     entering into a compromise
     agreement, or where you/                    6 Anything mentioned in What is not
     they had received a warning                   covered applicable to all sections
     or notification of redundancy                 of the policy.
     before you purchased this
     insurance or at the time of                 Claims evidence
     booking any trip.
                                                 We will require (at your own
  b Circumstances known to                       expense) the following evidence
     you before you purchased                    where relevant:
     this insurance or at the time
     of booking any trip which                   1 A medical certificate from the
     could reasonably have                         treating medical practitioner
     been expected to lead to                      (or in the case of stress,
     cancellation or curtailment of                anxiety, depression or any other
     the trip.                                     mental or nervous disorder,
                                                   either a registered mental
3 Loss, theft of or damage to                      health professional if you are
  golf equipment contained in an                   under the care of a Community
  unattended vehicle                               Mental Health Team or if not, a
  a overnight between 9 pm and 9                   consultant specialising in the
     am (local time) or                            relevant field) explaining why it
                                                   was necessary for you to cancel
                                                   or curtail the trip.


                                                                                         77
Section V – Golf cover (only operative if indicated in your booking confirmation) continued




2     In the case of death causing               12    A police report from the local
      cancellation or curtailment                      Police in the country where the
      of the trip, the original death                  incident occurred for all loss,
      certificate.                                     theft or attempted theft.
3     Booking confirmation together              13    A Property Irregularity Report
      with a cancellation invoice from                 from the airline or a letter
      your travel agent, tour operator                 from the carrier where loss,
      or golf club.                                    theft or damage occurred in
                                                       their custody.
4     In the case of curtailment
      claims, written details from               14    A letter from your tour
      your travel agent, tour operator                 operator’s representative,
      or golf club of the separate                     hotel or accommodation
      costs of green fees that made                    provider where appropriate.
      up part of the total cost of               15    All travel tickets and tags for
      the trip.                                        submission.
5     Your unused travel tickets.                16    An original receipt or proof
6     Receipts or bills for any costs,                 of ownership for items lost,
      charges or expenses claimed for.                 stolen or damaged and for
                                                       all items of golf equipment
7     In the case of compulsory                        replaced if your golf equipment
      quarantine a letter from the                     is temporarily lost in transit for
      relevant authority or the                        more than 12 hours.
      treating medical practitioner.
                                                 17    Receipts or bills detailing
8     In the case of jury service or                   the costs incurred in hiring
      witness attendance the court                     replacement golf equipment.
      summons.                                   18    A letter from the carrier
9     The letter of redundancy for                     confirming the number of
      redundancy claims.                               hours your golf equipment was
                                                       delayed for.
10    A letter from the commanding
      officer concerned, confirming              19    Repair report where applicable.
      cancellation of authorised                 20    In the case of a hole in one
      leave or call up for operational                 confirmation from the golf club
      reasons.                                         of the date and time that you
11    In the case of serious damage                    got your hole in one.
      to your home a report from the             21    Any other relevant information
      police or relevant authority.                    relating to your claim under
                                                       this section that we may ask
                                                       you for.

                  To make a claim under this section please call
                                0845 366 2217


78
Making a complaint

We aim to provide the highest standard of service to every customer. If our
service does not meet your expectations, we want to hear about it so we can
try to put things right.
All complaints we receive are taken seriously. Following the steps below will
help us understand your concerns and give you a fair response.

Step One – Initiating your complaint     Step Two – Contacting AXA
The majority of complaints can be        Insurance Head Office
resolved quickly and satisfactorily by   If your complaint remains
the department you are dealing with      unresolved following Step One,
If your complaint relates to your        please contact the Head of
policy, please contact the agent         Customer Care who will arrange for
from which you purchased it.             an investigation on behalf of the
                                         Chief Executive.
If your complaint relates to a claim
on your policy, please contact the       Please provide the same details to:
department dealing with your claim       Head of Customer Care
When you make contact please tell        AXA Insurance
us the following information:            Civic Drive
                                         Ipswich IP1 2AN
1 Name, address and postcode,
    telephone number and e-mail          Tel: 01473 205926
    address (if you have one)            Fax: 01473 205101
2 Your booking reference and/or          e-mail:
    claim number, and the type of        customercare@axa-insurance.co.uk
    policy you hold
3 The name of your insurance             Beyond AXA
    agent/firm (if applicable)           Should you remain dissatisfied
4 The reason for your complaint          following our final written response,
                                         you may be eligible to refer your
Telephone contact is often the           case to the Financial Ombudsman
most effective way to resolve            Service (FOS).
complaints quickly
                                         The FOS is an independent body
Any written correspondence should        that arbitrates on complaints
be headed ‘COMPLAINT’ and you may        about general insurance products.
include copies of supporting material    The FOS can only consider your
                                         complaint if we have made a
                                         decision following step two.




                                                                            79
Making a complaint continued




You have 6 months from the date
of our final response to refer your
complaint to the FOS. This does not
affect your right to take legal action.
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Tel: 0845 080 1800
Fax: 020 7964 1001



Our promise to you
1 We will acknowledge written complaints promptly.
2 We will investigate quickly and thoroughly.
3 We will keep you informed of progress.
4 We will do everything possible to resolve your complaint.
5 We will learn from our mistakes.
6 We will use the information from complaints to continuously improve our
  service.
We may record or monitor telephone calls.




80
                                                                          ACPD0200P-AC (Retail) 09/11 (33046)
                      This document is available in other formats.
                      If you would like a Braille, large print or audio
                      version, please contact your insurance adviser.


                      www.axa.co.uk


TUI UK Limited, TUI UK Retail Ltd, and Falcon Leisure Group
(Overseas) Limited trading as First Choice, and Thomson,
arrange travel insurance underwritten by AXA Insurance UK plc.
TUI UK Limited, TUI UK Retail Limited and Falcon Leisure Group
(Overseas) Ltd are Appointed Representatives of AXA Insurance
UK plc which is authorised and regulated by the Financial
Services Authority. FSA number 202312. The registered
office is 5 Old Broad Street, London, EC2N 1AD. Registered
number 78950. Calls are monitored and recorded.

				
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