off on your Important Phone Numbers travels Carry one of these cards with you in case you need to contact us. Travel Customer Hotline: Please ﬁll in your Policy Number For a query or a quote 0845 246 0489 - you will need to quote it when calling any of the assistance numbers shown. Travel Claims Hotline: 0845 246 4092 24 Hour Emergency Assistance: 24 Hour Medical & Non-Medical off on your travels From the UK 0870 241 4628 Emergency Assistance From Europe (UK) +44 870 241 4628 From the UK 0870 241 4628 From Europe (UK) +44 870 241 4628 Policy Number: Car Insurance 0845 246 5246 Home Insurance 0845 246 0104 Your Free Annual European Travel Policy Breakdown Cover 0845 246 8378 Home Response 24 0845 246 9203 p.t.o. Life Insurance 0845 246 0335 Pet Insurance 0845 246 8347 24 Hour Medical & Non-Medical Emergency Assistance directline.com From the UK 0870 241 4628 Calls may be recorded. Maximum call charge from a BT landline is 3p per minute. Calls from other networks may vary. From Europe (UK) +44 870 241 4628 Direct Line Insurance plc. Registered in England number 01810801. Registered office: Direct Line House, 3 Edridge Road, Croydon, Surrey, CR9 1AG. Motor, home, pet, travel, breakdown and home emergency insurance are all provided by Direct Line Insurance plc. Life insurance is provided by Direct Line Life Insurance Company Limited. Direct Line Insurance plc and Direct Line Life Insurance Company Limited are authorised and regulated Policy Number: by the Financial Services Authority. Conditions apply. Travel Insurance A GOOD DEAL BETTER …all you need to know A GOOD DEAL BETTER p.t.o. T2026/09/06 2 27 • We may check your details with fraud-prevention agencies and, if you give us false or Welcome to Direct Line Travel Insurance inaccurate information and we suspect fraud, we will record this with the fraud-prevention This policy and the information you give us forms the contract between you agency. We and other organisations may also use and search these records to: (the Policyholder) and us (Direct Line Insurance plc). You must tell us about - make decisions about credit and credit-related services for you and members of your household; any changes to this information as soon as possible. If you do not, it could - make decisions on motor, household, credit, life and other insurance proposals and claims affect your cover. for you and members of your household; During the period of insurance we will provide cover for the sections listed - trace debtors, recover debt, prevent fraud and manage your insurance policies; and A GOOD DEAL BETTER - check your identity to prevent money laundering, unless you give us satisfactory proof in your policy wording under the terms set out in this policy. of identity. You must read the policy. Any word or expression that is deﬁned as having • We may carry out credit searches and additional fraud searches. a particular meaning will have the same meaning wherever it appears in Monitoring and recording phone calls these documents. We may monitor and record phone calls to improve our service and to prevent and detect fraud. 24 Hour Legal Advice Please note that we have not provided you with a personal recommendation as to Information on products and services Call (UK) +44 870 240 0285 whether this policy is suitable for your speciﬁc needs. We and other companies in The Royal Bank of Scotland group may use your details to send Or 0870 240 0285 in the UK you information about other products and services that may interest you or to carry out English law will apply to this contract, unless we agree otherwise in writing. research. We may contact you by letter, e-mail or phone. If you would prefer not to receive Direct Line Insurance plc is authorised and regulated by the Financial marketing information or take part in research, just tell us when you call next. To register a claim on your return home We will not make your personal details available to any companies outside The Call 0845 246 4092 for all other claims Services Authority. Royal Bank of Scotland group to use for their own marketing purposes. 8am-6pm Monday-Friday You are entitled to receive a copy of the information we hold about you. This will be For and on behalf of Direct Line Insurance plc. information that you have given us to set up and manage your policy. You will have to pay a fee for this. We do not hold any information about your credit status. If you would like a copy of your information, please contact the Data Protection Officer, 3 Edridge Road, Croydon, Surrey CR9 1AG, quoting reference DLI. p.t.o. A GOOD DEAL BETTER 24 Hour Legal Advice Chris Moat Call (UK) +44 870 240 0285 Managing Director, Direct Line Insurance plc Or 0870 240 0285 in the UK To register a claim on your return home Call 0845 246 4092 for all other claims 8am-6pm Monday-Friday p.t.o. A GOOD DEAL BETTER 3 Contents Meaning of words 4 Important information 7 General conditions and exclusions 9 Insured activities 10 Section A – Personal Belongings 12 Section B – Delayed Personal Belongings 13 Section C – Personal Money 14 Section D – Emergency Medical and Travel Expenses Abroad 15 Section E – Emergency Medical Expenses in the UK 16 Section F – Cancelling a Journey 17 Section G – Curtailment (cutting short a Journey) 18 Section H – Personal Accident 20 Section I – Personal Liability 20 Section J – Delayed or Missed Departure 21 Section K – If You Lose your Passport 21 Section L – Legal Assistance 22 What to do if you need to make a claim 24 Data protection and preventing fraud 26 4 5 Insured person/you/your The Direct Line Home Buildings & Contents Insurance Meaning of words Policyholder, their spouse or partner and any dependent children. Certain words in the policy have a particular meaning wherever they appear. These words, Journey A holiday or trip of no more than 31 days that starts and ends during the period which are printed as starting with capital letter in the text, are explained below. shown in your Home Buildings & Contents Insurance schedule. The Journey can be for pleasure Abroad Outside the UK. or business, but it must not involve manual work. It can be: Assistance Service The assistance company we have appointed to help you in cases of • a Journey abroad within Europe that begins in the UK and ends when you return home; or Medical Emergency, or if you need to cut short your Journey (Curtailment), or other serious • a Journey within the UK where you travel outside a 25-mile radius of your home and stay problems that may occur during your Journey. for two or more nights in pre-arranged accommodation. Consequential loss Any loss which is not specifically covered by this policy and which is the Legal costs The Solicitor’s reasonable and necessary costs which we agree to pay. This also result of another event. For example, loss of earnings because you are not able to return to includes your opponent’s legal costs in a civil case if you have to pay them or we agree that you work after an illness or injury that happened on a trip. should pay them. Curtailment (cutting short a Journey) Cutting short your Journey because of a stay in Manual work Work which involves: hospital or because someone has fallen ill or died or for other reasons. If you need to cut short • using, installing or maintaining equipment or machinery; your Journey or expect to have to extend your stay because of illness or injury, you must tell • building or construction work; or the Assistance Service immediately and before you make any arrangements. • caring for children. Dependent children All unmarried children (including adopted and foster) of the Home Medical advisor A senior medical officer appointed by the Assistance Service. Buildings & Contents Insurance Policyholder who at the start date of the trip are aged under 18 Medical service provider The hospital, doctors or other medical treatment providers who years and living at Home (or up to 23 if in full-time education). we direct at the time of the emergency. Emergency An unexpected event that results in you needing emergency treatment from a Period of insurance The period shown in your Direct Line Home Buildings & Contents doctor or hospital. Insurance schedule. Emergency treatment Treatment or surgery for a medical emergency that the medical Personal money Bank and currency notes, cash, travel and prepaid admission tickets, all held advisor confirms cannot wait until you return to the UK. for your private use. Europe Albania, Alderney, Algeria, Andorra, Austria, Azores, Balearic Islands, Belarus, Belgium, Personal belongings Each of your suitcases or items of luggage, their contents and items Bosnia, Bosnia-Herzegovina, Canary Islands, Channel Islands, Corfu, Corsica, Costa Brava, designed for you to wear or carry. This includes your Valuables but does not include winter Costa Del Sol, Cyprus, Denmark, Egypt, Eire, Faeroe Islands, Finland, France, Fuerteventura, sports equipment. Georgia, Germany, Gran Canaria, Gomera, Guernsey, Hierro, Holland, Hungary, Ibiza, Iceland, Israel, Italy, Jersey, Jordan, Lanzarote, Lapland, Latvia, Lebanon, Libya, Liechtenstein, Lithuania, Policyholder The person/s named on the Direct Line Home Buildings & Contents Insurance policy. Luxembourg, Macedonia, Madeira, Majorca, Malta, Minorca, Moldova, Monaco, Monte Carlo, Pre-existing medical condition Montenegro, Morocco, Norway, Poland, Portugal, Republic of Ireland, Romania, Russia (West A medical condition for which: - of the Urals), San Marino, Sardinia, Sark, Serbia, Serbia-Montenegro, Slovenia, Slovakia, Spain, • You have been prescribed medication. Spitzbergen, Svalbard, Sweden, Switzerland, Syria, Tunisia, Turkey, Ukraine, Vatican City. • You are being referred to, treated by or under the care of a Healthcare Specialist e.g. Home Your permanent home in the UK or the Channel Islands. General Practitioner, Hospital Specialist/Consultant, Nurse, Osteopath, Chiropractor, Home Insurance Your Direct Line Home Buildings & Contents Insurance policy. Acupuncturist, Physiotherapist. Immediate family Your partner, parents, parents-in-law, sons, sons-in-law, daughters, • You are waiting for treatment or the results of any tests or investigations whether diagnosed or not. daughters-in-law, brothers, brothers-in-law, sisters, sisters-in-law, step-parents, step-children, • Any condition linked directly or indirectly to any form of cancer. legal guardians, grandparents, grandchildren, fiancé or fiancée. 6 7 Please note also that Valuables Photographic, audio, computer, video and electrical equipment of any kind If, at the start date of this policy, any Insured Person suffers from: (including CDs, Mini Discs, DVDs, TVs, electronic games, MP3 players, iPods, personal digital Abdominal aortic aneurysm, Angina, Angioplasty, Arrhythmia, Cardiac valve disease, assistants (PDAs), video and audio tapes), telescopes, binoculars, sunglasses, glasses, spectacles, Cardiomyopathy, Congenital heart disease, Heart attack, Heart failure, Heart bypass, mobile phones, musical instruments, jewellery, watches, furs, leather goods, animal skins and Heart transplant, Pacemaker, Atherosclerosis, Peripheral vascular disease, Polycythaemia items made of or containing gold, silver, precious metals or precious or semi-precious stones. rubra vera, Primary pulmonary hypertension, Strokes, Thrombosis, Transient ischaemic We/our/us Direct Line Insurance plc and our agents. attack, Diabetes mellitus, High cholesterol, Hypertension No cover will be available for any medical condition(s) associated with poor circulation to the Important information heart, brain (or any other parts of the body) or reduced heart function, such as angina, heart Your right to cancel attacks, irregular heart beats, heart failure, heart valve disease or strokes, mini strokes, poor Please read the policy carefully. If, after reading the policy booklet, you decide that this insurance blood flow through major arteries/veins or any other heart or circulatory problems. is not suitable for you, please return your policy to us within 21 days of receiving it. As long as you Please note this list is not exhaustive. have not taken any trips, or you have not made or intend to make any claim, we will cancel your Also, if any Insured Person suffers from any existing breathing difficulties (such as any policy. You will not be entitled to any refund of travel premiums as this is a free travel policy. asthma-type condition including, but not limited to chronic obstructive pulmonary disease, Cancellation of the Buildings or Contents section of your Home Insurance policy, for whatever emphysema, asthma, bronchitis, pneumonia), this policy will not cover any claims associated reason, will cause cover under this policy to end immediately. with chest infections or pneumonia type conditions that might arise. This free Travel Insurance policy is valid for one year from the start of your Home Buildings and For your information, examples of indirectly linked medical conditions include: Contents Insurance policy and cannot be extended beyond that date. • Someone with high blood pressure who then has a heart attack or stroke or mini stroke. Start and end dates • Someone with diabetes who then has a heart attack or stroke or mini stroke. The following information applies to all sections apart from Section F (Cancelling a Journey). • Someone with breathing difficulties who then suffers a chest infection of any kind. • Cover starts from when you leave your Home to start your Journey and ends when you have • Someone with cancer who suffers a broken or fractured bone due to bone secondaries completed that Journey and returned Home. (the spread of cancer). Both your departure and return dates must fall within the period of insurance for cover to • Someone with osteoporosis who then suffers a broken or fractured bone. apply to the whole of your Journey. Resident of the UK A person who has their main home in the UK, including the For Journeys booked prior to the start of your Direct Line Home Buildings & Contents Channel Islands. Insurance policy, cover begins from the start of the Direct Line Home Buildings & Contents Secure area The locked boot of a motor vehicle. This includes the locked luggage Insurance policy provided that the holiday commences during the period of cover. compartment of a hatchback or estate vehicle fitted with a lid, fixed tray or roller blind that Extending the period of insurance closes off the luggage area behind the rear seats. If your return Journey is delayed beyond the ﬁnal day of the period of insurance for reasons beyond your control, you will still be covered for: Solicitor The solicitor or other suitably qualified person we appoint to act for you under • up to seven days if the delay is caused by transport for which you have a ticket; or this policy. • up to 30 days if the delay is caused by you falling ill or being physically injured. In this case Travelling Companion Persons booked to travel with you on your trip. we may extend your period of insurance for longer still if the Medical advisor considers it is Unattended personal belongings Any personal belongings that you have left unattended, medically necessary. unless they are locked in your personal accommodation or the Secure area of a motor vehicle Annual Journey and geographical limits and there is evidence of someone using force to break in. During the period of insurance the policy provides cover for any number of Journeys of up to 31 UK England, Scotland, Wales, Northern Ireland and the Isle of Man. It does not include the days each. These Journeys must be within the UK or Europe. Channel Islands. Excesses and limits of cover • Excesses You will have to pay a ﬁxed amount (an excess) towards any claim you make under certain sections. These excesses are stated in each section of this policy. The excess applies separately to: - each person claiming; and - each incident that leads to a claim. 8 9 • Limits of cover Please note that in order to receive a discount on your chosen upgrade you Certain limits apply to each section of the policy. These limits are shown in the policy. must contact us within 30 days of the start of the Home Buildings & Contents Foreign and Commonwealth Office Insurance policy. After this time a new policy will have to be purchased at the The policy does not cover travel to areas where the Foreign and Commonwealth Office standard Direct Line Travel Insurance rates. has advised against ‘all travel’. If you are not sure whether there is a travel warning for your destination, please check with the Foreign and Commonwealth Office (phone 0207 008 0232 General conditions and exclusions or 0233 or visit their website at www.fco.gov.uk). These apply to all sections of the policy. There are also additional conditions and exclusions How to complain that apply to individual sections of the policy. If you ever feel that we have not kept our promise, we will do everything possible to deal with 1. Conditions your complaint quickly and fairly. The easiest way to complain is to give us a call. If you have We will not pay any claims under this policy unless you meet the following conditions: a complaint about a claim, please call our Claims Department on the number shown on your 1. You are a resident of the UK and aged 64 or under at the start date of your Journey. travel claims documents. For all other complaints, please phone us on 0845 246 0489. 2. You are a current Direct Line Home Insurance Policyholder. Cancellation of your Home If you want to write and your complaint is about a claim, please write to the Head of Incident Insurance policy, or cancellation of the Buildings section or Contents section, for whatever Services at the address shown on your claims documents. Please send all other complaints to reason, will cause cover under this policy to end immediately. the Head of Sales and Customer Service. This will help us to deal with your complaint quickly. 3. You do all that you reasonably can to avoid accidents, injury, loss or damage. Our staff will try to deal with your complaint immediately. If this is not possible, we will 4. You tell the police or the carrier as soon as reasonably possible about any incident that may acknowledge your complaint within five business days of receiving it. If we cannot sort out your lead to a claim under this policy. For losses under sections A, C and K of this policy, you complaint within four weeks of receiving it, we will write and let you know the reasons why must report full details of the incident within 24 hours. and the action we will take. 5. You must tell us about any claim within two months of the incident. If we cannot sort out (sort out does not mean the same as resolve) our differences, we 6. You must pass on to us immediately every writ, summons and other document you receive will send you a ‘final response’ letter. You can then take your complaint to the Financial in connection with a claim. Ombudsman Service (FOS). They will then liaise with us for you and tell you their decision. 7. You must give us all the information, original documents (we cannot accept photocopies) Contacting the FOS does not affect your right to take legal action against us. Their address is: and help that we need at your own expense. This includes medical certificates and details of South Quay Plaza, 183 Marsh Wall, London E14 9SR. Phone: 0845 080 1800. your household insurance and any other insurance that may cover a claim under this policy. Details about our Regulator 8. You must not admit liability, or offer or promise to pay anyone without our written permission. Direct Line Insurance plc is authorised and regulated by the Financial Services Authority 9. No Journey must last for more than 31 days. (FSA). You can visit the FSA website, which includes a register of all regulated firms, We have the right to do the following: at www.fsa.gov.uk/register, or you can phone them on 0845 606 1234. 1. We can reject any claim which is in any way connected with a Pre-existing medical Under the Financial Services Compensation Scheme (set up under the Financial Services condition, as outlined by the definition on page 4 of the policy. and Markets Act 2000), if we cannot pay claims to Policyholders, you may be entitled to 2. We can reject any claim that is in any way fraudulent. If this happens we will cancel your compensation. Under the scheme, for any claim relating to advising or arranging insurance, policy and have no liability to pay claims. the scheme will pay 100% of the first £2,000 of your claim and 90% of the rest of your 3. We can take legal action in your name but at our expense to recover any payment we have claim, without any upper limit. You can get more information from the Financial Services made under the policy. Compensation Scheme website at www.fscs.org.uk or by phoning 020 7892 7300. 4. We can cancel all benefits under the policy for a Journey if we have made a payment under If this product does not meet your needs then you may be able to upgrade your Section F or Section G for that Journey, other than Section L. cover at an advantageous price by calling this number: 0845 301 0255 5. We can cancel your cover from the start of the policy if you do not pay the Direct Line Examples of the upgrades available include: Home Buildings & Contents Insurance premium. • Geographical upgrade to include Worldwide cover 6. We can use your unused travel tickets if you cancel your Journey or return home early. • Extended trips limits to allow trips of up to 42 days 7. We can cancel the policy if you give us false information or withhold information that could • 22 days of Winter Sports cover affect this policy. • Assessment to determine whether we can cover pre-existing medical conditions not covered by this policy 10 11 2. Exclusions American football (in an organised team) Parachuting A. We will not pay for any loss under this policy in connection with or caused in any way by: Base-jumping Parapenting 1. war or hostilities, terrorist activity, civil unrest or travel to a destination where the Foreign Ballooning Paragliding and Commonwealth Office has advised against ‘all travel’; Boxing Parascending 2. the legal action of Customs or any government officials or authorities of any country; Bobsleighs, luges, toboggans or Parasailing 3. ionising radiation or radioactive contamination caused by nuclear fuel or waste, skeletons Pot-holing or the radioactive, toxic, explosive or other dangerous properties of any explosive Bullfighting or bull-running Polo nuclear equipment; Canyoning Quad bikes 4. you committing suicide, deliberately injuring yourself, making yourself ill or putting yourself Cave diving Rodeo in needless danger, sexually transmitted diseases, insanity, alcohol or drugs or solvent abuse; Diving with sharks Rock or cliff-climbing (normally involving 5. your duties as a member of the Armed Forces; Expeditions the use of ropes or guides) 6. you breaking the law or being dishonest; Endurance riding Rugby 7. any form of industrial action, strike or failure of public transport that was announced on Football (in an organised team) Show-jumping television, news bulletins or in the press before you booked a trip and bought this insurance. Flying or any other airborne activity Ski-flying B. We will not pay for: (except as a fare-paying passenger) Ski-acrobatics 1. any consequential loss unless it is specifically mentioned in the policy; Glacier-skiing Skiing 2. any loss caused by currency exchanges; Gaelic football (in an organised team) Skiing (competition or freestyle) 3. any loss or damage more specifically insured by another policy; Go-karting (engine capacity above 120cc) Skiing off-piste 4. your expenses in providing any certificates, information or evidence which we need. Gliding Skiing against local authorities’ However, if you are claiming for physical injury or illness, we may ask for and will pay Heli-skiing warnings or advice for you to have a medical examination. We may also ask for and pay for a post-mortem Hang-gliding Ski-mountaineering examination if any insured person dies. Hockey (in an organised team) Ski-jumping The Policy High diving Ski-stunting The following sections explain the cover provided by your policy during the period Horseracing Ski-racing of insurance. Horse-eventing Sky-surfing Excluded activities Horse riding Skydiving • Any manual work or professional entertaining. Hurling (in an organised team) Snowboarding • Operational duties of a member of the British armed forces. Hunting Snow-carting • Any sport played as a professional. Ice hockey Snowcat-skiing • Driving a motor vehicle when disqualified or not licensed to do so. Jet-skiing Scuba-diving, any form of underwater • Taking part in any of the activities listed opposite: Karate swimming or sub-aqua activity below a depth Micro-lighting of 30 metres, or any underwater swimming Martial arts or sub-aqua activity using any underwater Mountain bikes breathing apparatus other than a snorkel, Mountaineering (normally involving unless you are a qualified diver (in which case the use of ropes or guides) you must not be diving unaccompanied) or you are accompanied by a qualified instructor Mono-skiing Wrestling Motorcycling (any form of) Any other extreme or hazardous sport Ocean-sailing (in international waters) or activity not listed above. 12 13 • Personal belongings which you have left unattended, unless they are locked in your personal Section A – Personal Belongings accommodation or the Secure area of a motor vehicle and there is evidence of someone This section covers your baggage against loss, theft, breakage or damage while you are away using force to break in; from home. • Valuables left in a hotel courtesy store or storage room; • films, tapes, cassettes, cartridges or discs that you have recorded on, other than for their There are limits in this section that may not be enough for expensive items such as jewellery value as unused material; and photographic or video equipment. However, you can usually insure these items • food items, bottles or cartons and their contents, and any damage caused by these items; separately under the ‘All risks’ extension of your home insurance. • contact and corneal lenses, hearing aids and dentures; Be aware! • Personal belongings caused by wear and tear, loss of value, moths, vermin or any cleaning, You must look after your Personal belongings, in particular your Valuables and your repairing or restoring process; Personal money. • sports equipment in use; • You should carry these items on you or secure them in baggage which stays with you at • anything shipped as freight; all times (not in suitcases to be checked in). • winter sports equipment; and • Or, you should leave them in your locked personal accommodation, a locked safety • property which is specifically insured by another policy. deposit box or a locked safe. We will not pay for cracked, scratched or broken glass (other than lenses in cameras, • You should never leave Valuables or Personal money on a beach or under a towel or binoculars, telescopes or spectacles), china or similar fragile items. sunbed, no matter how well hidden. Settling your claim • You should not leave them in an unattended pushchair or buggy or in unattended coats For each item of your Personal belongings that is lost or damaged during your Journey, we will or jackets. If you hand these to someone else, for example, in a restaurant, you decide whether to: should first remove any items of value. a. pay the cost of replacing it or part of a set as new; or If you do not take reasonable steps to protect your property, we may not b. replace the item or part of a set as new; or pay your claim. c. pay the cost of repairing the item or part of a set; or We will pay you up to a total of £1,500 for your Personal belongings if they are damaged, lost, d. make a cash payment to you. stolen or destroyed while on your Journey. We will decide which of the above options is most suitable. We will not pay the cost of • The single item limit for Personal belongings is £250. replacing any other pieces that form part of a set. • The total limit for all your Valuables is also £250. Wear and tear Conditions We will take an amount from any claim we pay to allow for wear and tear. This applies to • You must keep your tickets and luggage tags and report any loss or theft within 24 hours to claims involving: the police or to carriers if the loss or damage has happened during the Journey. You must also a. clothing (including sports clothing); and get a police report form or a carrier’s property irregularity report form within seven days. b. any item or part which is not replaced or repaired. • You must meet the carrier’s conditions of carriage. Excess • You must not abandon any property to us. The excess for this section is £35. • You must provide receipts for any lost or stolen items you are claiming for. These receipts must show the price of the item and the date and place you bought it. Section B – Delayed Personal Belongings Exclusions We will pay up to £100 for any essential items which you reasonably need to buy if you have to We will not pay for loss, theft, breakage or damage to: wait more than 12 hours for Personal Belongings which the carrier has temporarily lost on the • Valuables carried in suitcases or other luggage unless they are with you at all times; way to your destination. • Valuables that are not with you, not locked in your personal accommodation or stored in a locked safety deposit box or locked safe; • Valuables left in an unattended motor vehicle; 14 15 Conditions If you need more than simple outpatient treatment of the sort that you can pay for locally • If your Personal belongings are not found, we will take any amount we pay under this and claim back once in the UK, you should call the Assistance Service for help and advice. section from the amount we pay for your final claim for lost Personal belongings under Please beware of excessive treatment charges and remember that this is not private medical Section A of this policy. We will need to see the receipts for any replacement items insurance. If you are in any doubt, please call us for advice. You can find the phone numbers that you buy. for the Assistance Service on page 24 of this booklet. You must tell the Assistance Service immediately if you are likely to be admitted to hospital Section C – Personal Money for any reason. Many hospitals will not begin treatment until the costs have been guaranteed. This section covers your travel money against loss or theft. If you make a claim, you will need If your condition is serious, we will bring you Home as soon as the Medical advisor considers to provide evidence that you had the money, so please keep any receipts you have. that you are fit enough to travel safely. Please remember that all Pre-existing conditions are excluded from cover If your money is lost or stolen and you report it to the police, we will pay a single emergency under this policy, including anything directly or indirectly linked to the cash advance of up to £100 for each insured adult. You must then repay this amount to us Pre-existing condition. when you return home or we can take it from the amount we pay for your claim. We will not We have the right to reject any claim which directly or indirectly related to a offer a cash advance under any other circumstances. Pre-existing condition suffered by an immediate relative or Travelling Companion:- Please note the advice given under the heading ‘Be aware!’ in Section A – ‘Personal • Which has caused them to have been hospitalised in the last 12 months or be belongings’, as it applies to this section also. put on a waiting list for hospital treatment • Having been diagnosed with or having had cancer in the previous 5 years We will pay you up to £500 if your personal money is lost or stolen on your Journey or during the 72 hours immediately before your departure. We will pay costs of up to £5,000,000 for continuous medical and travel expenses while • The cash or bank note limit is £250. abroad that are necessary for up to 12 months as a result of you becoming physically ill or Conditions injured. We will pay: • You must report any loss to the police within 24 hours of discovering it and you must get a 1. usual, reasonable and necessary emergency expenses for medical, surgical and hospital written police report. charges (including emergency dental treatment to treat sudden pain only.); • If we ask, you must show us confirmation of the amount of the foreign currency. In the case 2. the cost of returning you to the UK; of sterling, you must provide documents to prove that you had the money. 3. economy travel and accommodation expenses of up to £2,000 (including a daily allowance Exclusions of £25 a day for meals, phone calls and travel) for one person, who is a resident of the UK, • We will not pay for loss or theft of personal money unless you were carrying it with you to stay with or travel to and stay with you; or there is evidence that someone has broken into your safety deposit box or locked 4. a daily allowance of £25 a day for meals, phone calls and travel after you are discharged personal accommodation. from hospital and before we bring you back to the UK; and • We will not pay for loss or theft of personal money in the form of travellers’ cheques 5. up to £2,500 for funeral expenses abroad or for the extra costs of returning your remains or credit cards. to your home in the UK. • We will not pay for loss or theft of personal money left in a hotel courtesy store or You must provide us with valid receipts for both 3 and 4 above. storage room. Conditions Excess • You must not be travelling against medical advice or specifically to get medical treatment. The excess for this section is £35. • You must not have been diagnosed with a terminal illness before travelling. • You must not be waiting for medical treatment as a hospital inpatient or day-patient before Section D – Emergency Medical and Travel Expenses Abroad we issued this policy unless we know about it and have accepted it in writing. This section allows you to receive essential emergency medical treatment if you fall ill or are • You must give our Assistance Service full details as soon as you know of a injured in an accident while you are abroad. You can then either continue with your Journey or, medical emergency. if medically necessary, be brought back to your home in the UK for further medical treatment. • You must accept our decisions about the most suitable, practical and reasonable solutions to any medical emergency. 16 17 • You must tell us before making any new travel arrangements if your state of health changes Excess during the period of insurance. The excess for this section is £35. Exclusions We will not pay for any claim directly or indirectly resulting from: Section F – Cancelling a Journey • any Pre-existing medical condition; Start and end date of cover • treatment or help provided in the UK, or in the Channel Islands if you live there; Cancellation cover begins on the start date of your Direct Line Buildings & Contents Home • non-emergency treatment, tests or surgery (including cosmetic surgery) that is not directly Insurance policy and ends on the day that you leave on the Journey. However, this applies related to the illness or injury which causes you to go into hospital; only as long as both the departure date and return date fall within the Period shown in your • surgery or medical treatment that the Medical advisor believes is not essential and could Home Buildings & Contents Insurance Schedule. wait until you return to the UK; • treatment or help which the Medical advisor believes was provided after you first became If you have to cancel your Journey, we will pay you up to £5,000 for your personal able to return to the UK; accommodation and transport charges that you cannot get back from any other source. • pregnancy during the 12 weeks (16 weeks if you are expecting more than one baby) (This includes up to £150 for excursion charges paid in advance in the UK.) immediately before the date you are due to give birth or the first seven days after giving birth; This cover applies when you have to cancel a Journey because of the death or serious injury or • the extra cost of single or private accommodation in a hospital or clinic; illness of: • any expenses which we have not agreed to for inpatient treatment or bringing you home; • you; • medication which you need at the time of your departure and which you know you will • a companion your travel depends on; have to continue abroad; • a member of your immediate family; or • dental work involving the use of precious metals; • a person abroad whose home you are intending to stay in. • treatment or services provided by a spa, nursing home or rehabilitation centre; The cover also applies if: • the standard of medical treatment you received from the medical service provider; 1. when you are travelling, you or a companion your travel depends on are needed: • the medical service provider not providing any necessary treatment; • in the UK as a witness in court or for jury service and a court official has refused to • you not getting necessary emergency medical treatment; and postpone it; or • the cost of any phone calls, other than those covered under Section D, points 3 and 4. • by a relevant authority to stay at home following a serious burglary, fire, storm or flood Excess damage to your home occurring within seven days of the start of your Journey; The excess for this section is £35. 2. you are being made unemployed or having your contract ended early if you are self-employed; 3. your pet dog or cat requires emergency life-saving treatment as a result of an accident or Section E – Emergency Medical Expenses in the UK illness within seven days of the start of your Journey; We will pay for the following expenses if you become physically ill or are injured on a Journey 4. as a member of the Armed Forces or the police, ambulance, fire or nursing service, you are within the UK: needed for unexpected emergency duty or are posted overseas at the time of your Journey; 1. Up to £2,000 for transport and accommodation expenses (including a daily allowance of 5. you decide to abandon your Journey after a delay of more than 12 hours from the specified £25 a day for meals, phone calls and travel) for one person who is a resident of the UK, time shown on your itinerary; or to stay with or travel to and stay with you on the advice of our Medical advisor. (You must 6. the Foreign and Commonwealth Office advises against ‘all travel’ to your intended provide us with valid receipts for these expenses). destination during the period of your Journey. 2. Up to £2,000 for you to be transferred by ambulance to a hospital nearer to your home. We will also pay cancellation costs as above, if, after booking your Journey, you discover that 3. Up to £1,000 to return your remains to your home if you die. you are pregnant and the date of your return home will be within the 12 weeks (16 weeks if Conditions you are expecting more than one baby) before you are due to give birth. • You must not travel against medical advice. If you booked your flight with Air Miles we will pay for the cost of an equivalent flight that you Exclusions must take within three months from the date of loss. Please note that if we agree to settle your • We will not pay for the cost of single or private accommodation in a hospital or clinic or any claim, we will send you a cheque and you, not us, will be responsible for booking or arranging treatment or services provided by a health spa, nursing home or rehabilitation centre. the new flight. 18 19 We will only pay the charges that would have applied at the time you first became aware of If you have to cut short your Journey, we will pay you up to £5,000 for your personal the need to cancel, if you have a valid claim. accommodation, transport charges and any other travel expenses that you have already paid or Conditions agreed to pay. (This includes up to £150 for excursion charges paid in advance in the UK.) • Neither you, nor anyone else the Journey depends on, must have been diagnosed with a This cover applies when you have to cut short a Journey because of: terminal illness before the Journey was booked. • the death, serious injury or illness of: • You must not be waiting for medical treatment as a hospital inpatient or day-patient before - you; booking any Journey - a companion your travel depends on; • You must not book a Journey if you have reason to believe it may be cancelled. - a member of your immediate family; or • You must not book a Journey if you are unemployed and are not registered for work - a person abroad whose home you are intending to stay in; or with the employment service. If you are self-employed and your contract is ended early, • when you are travelling, you or a companion your travel depends on are needed: you must provide written evidence from the person ending the contract as well as a copy - in the UK as a witness in court or for jury service and a court official has refused to of the contract. postpone it; or - in the UK by a relevant authority following a serious burglary, fire, storm or flood damage • You must provide us with a cancellation invoice, your unused tickets and ticket receipts. to your home. • If you cancel because of illness, you must provide us (at your expense) with medical Conditions information confirming that you saw a registered doctor as well as clearly stating the • You must not be travelling against medical advice or specifically to get medical treatment. medical reasons for cancelling. • You must not have been diagnosed with a terminal illness before travelling. Exclusions • You must not book a Journey if you know of any reason why you may have to cut it short. We will not pay for claims caused by: • You must give the Assistance Service full details as soon as you know of any incident which • you not having the correct passport or visa; may lead you to cut short your Journey. • the actions or failure of any transport or accommodation provider or their agent, • You must accept our decisions about the most suitable, practical and reasonable solution to or any person acting as your agent or your conference organiser; the problem. • you not wanting to travel or not enjoying the Journey; Exclusions • unemployment that you were aware of before you booked the Journey; or We will not pay for any claim resulting from: • pregnancy during the 12 weeks (16 weeks if you are expecting more than one baby) • you not wanting to travel or not enjoying the Journey; immediately before your expected date of delivery or seven days after giving birth; • weather conditions at your Journey destination; • any pre-existing condition or anything directly or indirectly linked to a pre-existing condition; • pregnancy during the 12 weeks (16 weeks if you are expecting more than one baby) • an Immediate Relative or Travelling Companion having suffered from a condition that has immediately before the date you are due to give birth or seven days after giving birth; caused them to have been hospitalised in the last 12 months or be put on a waiting list for • extra or unused travel or accommodation costs to your destination or home if you have hospital treatment; to curtail (cut short) your Journey; • an Immediate Relative or Travelling Companion having been diagnosed with or having had • travel or accommodation expenses which the Assistance Service has not agreed to; cancer in the previous 5 years. • any incident where you do not have a medical certificate from the doctor treating you Excess abroad which says that you need to return home early; The excess for this section is £35. • unemployment that you were aware of before you booked your Journey or before you bought your insurance; and Section G – Curtailment (cutting a Journey short) • the cost of unused original travel tickets where the Assistance Service has arranged and paid for you to come home early; This section covers your extra expenses if you have to cut short your Journey because of a • Any pre-existing condition or anything directly or indirectly linked to a pre-existing condition; stay in hospital, because someone has fallen ill or died or for other reasons. If you need to • An Immediate Relative or Travelling Companion having suffered from a condition that has cut short your Journey or expect to have to extend your stay because of illness caused them to have been hospitalised in the last 12 months or be put on a waiting list for or injury, you must tell the Assistance Service immediately and before you hospital treatment; make any arrangements. • An Immediate Relative or Travelling Companion having been diagnosed with or having had cancer in the previous 5 years. 20 21 Excess Section J – Delayed or Missed Departure Part One – If Your Departure is Delayed The excess for this section is £35. If the transport you have checked in for is delayed at its departure point by at least 12 hours Section H – Personal Accident from the time shown in your travel itinerary, we will pay you: If you are physically injured on a Journey and the injury is caused by violent, visible, external and 1. £20 for the first 12 hours’ delay and £10 for every following full 12 hours’ delay (up to a accidental means only, we will pay you or your legal representatives one of the following benefits. maximum of £200); or • Benefit 1 – up to £10,000 if your injury leads to death or total and permanent loss of sight 2. cancellation costs (see section F) if, after the first 12 hours’ delay, you decide to abandon or physical loss of limb. the Journey before leaving the UK. • Benefit 2 – up to £25,000 if you are permanently disabled and cannot carry out any work Part Two – If You Miss Your Departure whatsoever after two years from the date of the accident because of this injury. We will pay you up to £600 for extra accommodation (room only) and transport charges Exclusions (of the same value and standard of those previously booked) that are necessary if you arrive We will not pay: at your departure point too late to board your booked transport and this is because: • more than one benefit for the same incident; and 1. the public transport taking you to your departure point is not running to timetable; or • more than £1,500 under benefit 1 if you are under 16 years of age at the time of 2. the private car taking you to your departure point is involved in an accident or breaks down. the accident. Exclusions We will not pay for any claim: Section I – Personal Liability • which is the result of you failing to check in at the departure point as instructed in your If we agree in writing, we will pay up to £2,000,000 per policy for an incident occurring during travel itinerary; a Journey that you have caused and that you are legally responsible for: • unless you have written confirmation from the carrier or their agents showing the 1. death or physical injury to any person; or scheduled and actual departure times for your Journey; 2. accidental loss of or damage to property that: • if your delay in getting to the departure point was caused by industrial action which started • does not belong to you or any member of your family; or or was announced before you bought the travel tickets or got confirmation of your booking; • is not in the charge or control of you or a member of your family. • arising from any form of industrial action, strike or failure of public transport that was We will not pay for any costs we have not agreed in writing. announced on television, news bulletins or in the press before you booked a trip and We can take over and defend or settle in your name any claim made under this policy. bought this insurance; Exclusions • if your private car was not fully roadworthy before breaking down on the way to your We will not pay claims that result from: departure point; and • your deliberate actions or failure to act; • if you missed your departure because of heavy traffic or road closures, and you did not • your job or that of a member of your family; leave enough time to reach your departure point, and you did not use public transport. • an agreement unless the liability would have existed without that agreement; Excess (Part Two only) • claims made by your family or an employee of you or your family, another insured person The excess for this section is £35. or a travelling companion; • you owning, handling or looking after any animal; Section K – If You Lose Your Passport If you lose your passport during a Journey, we will pay you up to £250 for reasonable extra • you acting as the leader of a group taking part in an activity; or travel and accommodation costs abroad while you arrange a replacement. • you owning or using a firearm, an aircraft, or a horse-drawn, waterborne, motorised, Exclusions mechanical or towed vehicle. We will not pay for any claim unless you report the loss to the police or British Consular Excess Representative within 24 hours of discovering it. The excess for this section is £35. 22 23 • tell us if anyone makes a payment into court or offers to settle your claim; Section L – Legal Assistance • try to get back costs that we have to pay, and pay them to us; The phone number for reporting personal injury, agreement disputes or being held abroad is 0870 240 0285 (+44 870 240 0285 from abroad). • get our agreement in writing before you try to negotiate or settle a claim; and We will pay: • co-operate fully with the solicitor and us, and do not do anything that might harm your claim. If we ask, you must tell the solicitor to give us any documents or information that 1. up to £50,000 for legal costs to help you claim damages or compensation: they have or know about. • for injury, illness or death, which happens on your trip; Appointing a solicitor • following a dispute about an agreement you have for your Journey; and • If we accept your claim, we or a solicitor we appoint will try to negotiate a settlement 2. up to £250 for the first consultation that you arrange with a local solicitor if you are without having to go to court. arrested or held by authorities during your Journey. • If it is necessary to take your claim to court, or if there is a conflict of interests between Payment will be made if: you and us, you have the right to choose the solicitor who acts for you. Otherwise, we will • the date of the incident is within the period of insurance and within Europe; appoint a solicitor to act for you. • any legal proceedings are carried out within Europe by a court or other organisation • We or you will appoint a solicitor to act for you in line with our standard terms of that we agree to; and appointment (ask us if you want a copy). • it is more likely than not that you will be successful with your claim • Before the solicitor starts work on your case, we must agree to their charges. What is not covered • You must not agree any charges with the solicitor without getting our permission first. We will not pay: • If a solicitor refuses to continue acting for you, or if you dismiss them, your cover will end • to defend your legal rights in claims against you; immediately unless we agree to appoint another solicitor. • any claim resulting from any illness or injury that develops gradually or is not caused by a You must tell your solicitor to do the following specific or sudden accident; • Get our opinion in writing before instructing a barrister or an expert witness. • for actions between insured people (in other words, people insured on the same policy • Tell us immediately if it is no longer more likely than not that you will be successful with trying to make a claim against each other); your claim. • legal costs and expenses that arose before we agreed to support your claim; and We can do the following • claims reported more than 180 days after the date of the event which caused your injury • Contact the solicitor at any time, and they must co-operate fully with us at all times. or death. • Decide to settle your claim by paying the amount in dispute. We will not pay any costs: • Refuse to pay any more legal costs if you do not accept a reasonable offer to settle • if you stop or settle a claim or withdraw instructions from solicitors for any reason and your claim. without our agreement; • Refuse to pay any more legal costs if it is no longer more likely than not that you will be • if you do not give suitable instructions to the solicitor; or successful with your claim. • if you make a false claim or knowingly give us any information about the claim that is Arbitration incorrect or incomplete. You have the right to refer any disagreement between you and us to arbitration (to get an If any of these events occurs, you will have to refund any costs and expenses we have paid or independent opinion). The arbitrator will be a solicitor, barrister or other suitably qualified agreed to pay during your claim. person that you and we agree on. If we cannot agree, the arbitrator will be chosen by the Conditions president of the Law Society (or another similar organisation) for that part of Europe whose If you do not keep to these conditions, we may refuse any claim and withdraw from any law governs this section of the policy. The arbitrator’s decision is final. Whoever loses the current claim. arbitration will pay for all the costs and expenses of the arbitration. You must: You can also refer any disagreement between you and us to the Financial Ombudsman Service, • give us full details of your claim and any other information that we or the solicitor ask which is a free service. (See the inside back cover for details of our complaints procedure.) you for; • tell us about any developments affecting your claim; • tell us if the solicitor refuses to continue to act for you or if you withdraw your instructions; 24 25 WHEN YOU RETURN HOME What to do if you need to make a claim When You Return Home – phone 0845 246 4092 If something happens during the period of insurance, you must follow the procedures below. For all other claims (other than legal expenses) under this policy, you should call Direct Line Cancellation claims – phone 0845 246 4092 Travel Claims when you get home. We will take details of your claim over the phone and may You must tell us immediately of any reason that may lead to you making a claim. When contacting send you a claim form to fill in. We will also ask you to send us certain documents to support us please ensure that you have your Home Building & Contents Insurance policy number to hand. your claim. For legal assistance claims, call Direct Line on 0870 240 0285 for help from our For 24-hour assistance while you are Abroad, please call the Assistance Service specialist staff. on the numbers below. Personal Belongings and Personal Money For assistance: You must report all losses to the police within 24 hours and get a written report from them. Phone (UK) +44 870 241 4628 You should also report the loss to your holiday representative and accommodation manager Fax (UK) +44 1252 740 110 where appropriate. If something is lost or damaged during your Journey, you should report it to Serious medical emergency or cutting short your Journey the carrier and get a property irregularity report form from them. Please keep your tickets and baggage check-in labels. Contact the Assistance Service as soon as possible. Where reasonably possible, you must If your Personal Baggage is delayed, please get written confirmation of the length of the delay contact the Assistance Service before you go to a doctor or hospital to receive emergency from the carrier. You must also keep the receipts for anything you have to replace while waiting treatment. Give the Assistance Service your name, policy number, address, contact number for your Personal Baggage. abroad and the name and phone number of the doctor or hospital treating you (if you are We will need to see receipts for any lost or stolen items you are claiming for. These receipts already at a hospital). must show the price of the item and the date and place you bought it. The Assistance Service will help you get the care or assistance you need by directing or If you are claiming for lost Personal money, we will need to see foreign currency exchange receipts transferring you to a medical service provider in the local medical network, contacting your or, for sterling, documents to prove that you withdrew the money before your departure. family in the UK or arranging emergency transport home, where appropriate. Settling claims If the documents you provide to support your claim do not include the currency exchange rate The Assistance Service will talk to the medical service provider and arrange to pay your insured used, we will work out how much to pay you using the Royal Bank of Scotland exchange rates expenses direct if possible. The Assistance Service will ask the medical service provider to bill all that applied on the date of the loss. insured medical expenses direct to us, not to you. Please keep receipts for any expenses you pay. Personal Liability All in-patient treatments and procedures, including invasive or aggressive treatment, must be You must never admit liability or take any action without our permission. approved in advance by the Medical advisor and Assistance Service. Please let us know immediately about any developments relating to your claim. You must provide us with full details and any supporting evidence you have. Please beware of excessive treatment charges. If you are in any doubt, please call us for advice If your departure is delayed or ask someone else to call us for you. You must get written confirmation from the carrier confirming the reason for the delay and the If your condition is serious, the Assistance Service will arrange for you to be brought home to length of the delay, including actual departure times. the UK as soon as the Medical advisor considers that you are fit enough to travel safely. If the Personal Accident Assistance Service decides you are medically able to return to the UK and you choose not to We will need to see a medical certificate from the doctor treating you. return, we will not pay any extra expenses for your continued treatment and care or medical If someone insured by this policy dies, we will need to see a copy of the death certificate and any complications following emergency treatment. other relevant documents. This is not private medical insurance. If you need emergency treatment, you If you lose your passport must tell the Assistance Service immediately otherwise we may not be able to We will need to see a letter or receipt from the British Embassy or Consulate where you pay your medical expenses. report the loss. You must also keep receipts for any costs you have to pay while arranging a replacement passport. 26 Data protection and preventing fraud To meet the requirements of current data protection law, we have provided you with the information below. It tells you, among other things, about the systems that we have in place to help us prevent and detect fraud. The savings we make by using these systems help us to keep down the cost of our premiums. What we do with your information Please take a few minutes to read this notice as it contains important information about the details that you give us. You should also show this document to anyone else who is covered under your policy. Your information will be held by Direct Line Insurance plc, part of The Royal Bank of Scotland Group plc. Managing your insurance policy and improving the quality of our service We will use the information that you give us to manage your insurance policy, including underwriting (guaranteeing any payments) and handling any claims. This may include passing on some of your information to other insurers, regulatory authorities or to our agents who provide services on our behalf. We are constantly trying to improve the quality of our service and make our systems more efficient and so, from time to time, we may use the information that you give us to help us to do this. Who we will speak to about your policy Because many of our customers have asked us to, and to make managing your insurance more convenient, it is our policy to deal with your husband or wife or partner who calls us on your behalf, as long as they are named on the policy. If you would like someone else to be able to deal with your policy for you regularly, please let us know. In certain circumstances we may also deal with other people who call us on your behalf, with your consent. If you would prefer us to deal only with you, please call us to let us know. Sensitive information To provide you with insurance we will need to process sensitive information (such as information about health) about you and others named on the insurance policy. Please get permission from the other people named on your policy before passing on their sensitive information to us. Preventing and detecting fraud To prevent and detect fraud we may do the following. • We may share information about you across The Royal Bank of Scotland Group, with other insurers and, where we can do so under the Data Protection Act, the police and other law enforcement agencies. • We may pass your details to Insurance Hunter, a central insurance application and claims checking system, so they can check it against information held by Insurance Hunter and shared with other insurers.