Platinum Travel

Insurance Terms

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 Welcome
to NatWest Platinum Travel Insurance Underwritten by U K Insurance Limited
This booklet contains everything you need to know about your travel insurance.
This booklet includes your policy. Keep the booklet safe for when you need it,
and remember to take it with you when you travel. Over the next few pages,
you’ll find useful tips on what to do to make your travels safer and how to make
a claim.
Throughout these Terms ‘Platinum account’ refers to Select Platinum
Accounts and Reward Platinum accounts.

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 Contents
How to get help 4
Your policy 5
Policy contents and summary of cover 6
Policy definitions 8
Important information about Platinum Travel Insurance 10
Operation of cover 10
Changes to your insurance or to upgrade your cover 11
Health issues 11
Country and trip length issues 12
Activities issues 12
Other issues 12
Medical declaration 13
Included activities and hazardous activities 13
Part 1 – Covers for your trip 16
A. Cancelling your trip (before you are due to start your trip) 16
B. Delayed or missed departure (on the day you are travelling) 17
C. Cutting short your trip (after your trip has started) 19
Part 2 – Covers for you 22
D. Emergency medical and related costs 22
E. Personal accident 24
F. Personal liability 25
G. Legal costs 25
Part 3 – Covers for your property 28
H. Baggage 28
I. Delayed baggage 29
J. Personal money 29
K. Lost passport or driving licence 30
L. Winter sports cover 31
Part 4 – Optional extra covers 33
M. Business cover 33
N. Golf cover 34
O. Wedding cover 36
General exclusions and conditions 38
Privacy Notice 41
How to claim, how to complain and our regulator 47

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 How to get help
Before you travel Please call

If you: 0345 607 5154

• Have a medical condition you need to declare. Lines are open 8am to 8pm Monday to
Please see the Medical Declaration Friday, 9am to 5pm Saturday and 10am to
on page 13 5pm Sunday
• Want to add any of the optional covers
detailed in Part 4 of this policy
• Want to alter any of the details outlined in
Changes to your insurance on page 11
• Wish to discuss anything else about how
your insurance works

How to make a claim Please call

While you are away: 0345 609 0453

• If you are injured or ill while you +44 1252 763 658 from abroad
are away, call our Emergency Lines are open 24 hours a day,
Assistance Service 365 days a year
• Non-emergency claims 0345 609 0453 in the UK
+44 1252 763 658 from abroad
Lines are open 9am to 5pm
Monday to Friday
• Legal Costs claims 0345 246 2071 in the UK
+44 1275 557 946 from abroad
Lines are open 24 hours a day,
365 days a year

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 Your policy
This policy booklet gives full details of your cover. You should read it along with any
upgrades and endorsements, and keep all your documents in a safe place but take them
with you when you travel.
Your policy is made up of:
• this policy booklet from pages 4 to 40; and
• any upgrades and endorsements, as detailed in the Changes To Your Insurance section
on page 11
We promise to always be fair and reasonable and to act quickly whenever you need to make
a claim under this policy. If you feel we have not met this promise, we will do everything
possible to deal with your complaint quickly and fairly.
This policy is evidence of the contract between us, U K Insurance Limited, and you,
our policyholder.
We will provide insurance under this policy, as amended by any upgrades and endorsements,
during the period of insurance.
You must take care to provide us with accurate information which is correct to the best of your
knowledge. Please check carefully all the policy details and any upgrades and endorsements
we have sent you to make sure they meet your needs. If you think there is a mistake or you need
to make changes, you should notify us immediately. Failure to provide correct information
or inform us of any changes could adversely affect your policy, including invalidating your
policy or claims being rejected or not fully paid.
Under European law, you and we may choose which law will apply to this contract.
Unless we agree otherwise, if your address is in Scotland:
• Scots law applies between you and us; and
• The Scottish courts have non-exclusive jurisdiction over any disputes arising out of
this contract.
If your address is in England or elsewhere:
• English law applies between you and us; and
• The English courts have non-exclusive jurisdiction over any disputes arising out of
this contract.
We have supplied this Agreement and other information to you in English and we will continue
to communicate with you in English.
We have not given you a personal recommendation as to whether this policy is suitable for
your specific needs, so please read carefully to ensure it meets your specific needs and call
us if you have any queries.

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 Policy contents and summary of cover
Limit of cover Excess
Section Page
(per person) (per person)
Policy definitions 8 – –
Important information About Platinum 10 – –
Travel Insurance:
– Operation of cover
– Changes to your insurance
– Health Issues
– Country And Trip Length Issues
– Activities Issues
– Other Issues
Medical Declaration 13 – –
Included Activities and 13 – –
Hazardous Activities
Part 1 – Covers For Your trip
A. Cancelling Your Trip 16 £5,000 £75
B. Delayed Or Missed Departure 17
– Missed International Departure £1,000 £75
– Delayed International Departure £250 Nil
– Abandoned International £5,000 £75
Departure
C. Cutting Short Your Trip 19 £5,000 £75
Part 2 – Covers For You
D. Emergency Medical & Related Costs 22
– Outside your home area £10,000,000 £75
– Related costs inside your home area £10,000 £75
E. Personal Accident 24
– Total Permanent Disablement £25,000 Nil
or Death (some age restrictions apply)
– Loss of limbs or sight £25,000 Nil
F. Personal Liability 25 £2,000,000 £75
G. Legal Costs 25 £50,000 Nil
Part 3 – Covers For Your Property
H. Baggage 28 £1,500 £75
– Single Item Limit £300
– Valuables Limit £500
I. Delayed Baggage 29 £650 Nil
(after 48 hours)
J. Personal Money 29 £500 £75
K. Lost Passport or Driving Licence 30 £750 £75
L. Winter Sports Cover 31
– Ski Pack £150 Nil
– Ski Equipment £400 £75

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 Policy contents and summary of
cover (continued)
Limit of cover Excess
Section Page
(per person) (per person)
Part 4 – Optional Extra Covers
M. Business Cover 33
– Business Equipment & Samples £3,000 £75
– Hiring Replacements £500 Nil
– Business Colleagues £1,500 Nil
N. Golf Cover 34
– Golf Equipment £1,500 £75
– Hiring Replacements £250 Nil
O. Wedding Cover 36
– Wedding Attire £1,500 £75
– Rings £250 £75
– Wedding Gifts £1,000 £75
– Photographs And Videos £750 £75
General Exclusions 38 – –
General Conditions 39 – –
Your Information 41 – –
How To Claim, How To Complain and 47 – –
Our Regulator
– How To Claim
– How To Complain
– Details About Our Regulator

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 Policy definitions
Wherever the following words or expressions appear in bold in your policy, they have the
meaning given here unless we say differently.
Abandon – cutting short and not recommencing your trip (including where we have
repatriated you to the UK as a result of a claim under section D Emergency Medical and
Related Costs) or where you are admitted as an in-patient in hospital for more than
24 hours while you are on your trip.
Account holder – the person or people named on the records of NatWest as the holder of
a Platinum account.
Anticipated event – any event or occurrence which you or your immediate family knew
would occur or could reasonably have expected to occur during your trip and which you
or your immediate family were aware of at the time you became an insured person or the
date when you booked your trip, whichever is later.
Appointed representative – the preferred law firm, solicitor, or other suitably qualified
person appointed by us to represent you under Section G Legal Costs.
Baggage – personal possessions or valuable items.
Business equipment – computer equipment, facsimile machines, photocopiers, fixed
telecommunications equipment, business books, stationery and office equipment all owned
by you or for which you are legally responsible.
Business samples – all business stock owned by you or for which you are legally responsible.
Close business associate – any person whose absence from business for one or more
complete working day at the same time as your absence prevents the effective continuation
of that business.
Close relative – your partner; fiancé(e); parent, parent-in-law, step-parent or legal guardian;
child, step-child or foster child; sibling; sibling-in-law, half-sibling or step-sibling; grandparent
or grandchild.
Costs –
• all properly incurred and proportionate fees, expenses and disbursements charged by the
appointed representative and agreed by us; and
• the costs which you are ordered to pay by a court and any other costs we agree to in writing.
Court – court, tribunal or other suitable authority.
Dependent child – any child (including any legally adopted, fostered or step child) of the
account holder who is aged under 18 years (under 23 years if in full time education), lives
at the home of the account holder (or, if separated, that child’s other parent) and is neither
married or in a civil partnership.
Doctor – a registered practising member of the medical or healthcare profession who is not
related to you or your travelling companion.
Excess – the amount you must pay towards any claim. The excess applies separately to:
• each insured person claiming; and
• each event that leads to a claim.
Golf equipment – your golf bag, its contents and any specialist golf clothing or equipment.
Guest – any person who is travelling with the account holder during the period of the trip
who lives in the UK and for whom the appropriate additional premium has been paid.
Hazardous activity/activities – an activity or activities that you are not covered for
participating in, unless you have declared it to us and it has been accepted by us in writing.
Details of included activities and hazardous activities are given on page 13 of this policy.
Home – the address where the account holder permanently lives in the UK.
Home area – England, Scotland, Wales, Northern Ireland or the Isle of Man if your home
is in any of these countries, or the Channel Islands if your home is on any of these islands.

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 Insured couple – the two individuals who are insured by this policy that are due to get
married during the trip. If one of the individuals is not insured by this policy we will extend the
cover provided to include that person for that trip once the appropriate additional premium
for section O – Wedding Cover has been paid.
Loss of limb – the permanent severing at or above the wrist or ankle or total loss of a complete
foot, leg, hand or arm.
Loss of sight – the degree of sight remaining in one eye after correction is 3/60 or less on the
Snellen scale or, in both eyes, means your name being added to the Register of Blind Persons
on the authority of a fully qualified ophthalmic specialist.
Manual work – paid or unpaid work that involves:
• using, installing or maintaining equipment or machinery;
• building or construction; or
• caring for any child who is not a close relative.
Natural disaster – fire, storm, lightning, avalanche, explosion, hurricane, earthquake, flood,
tidal wave, medical epidemic or pandemic.
Partner – the person the account holder lives with at home in a relationship, whether
married or cohabiting, as if husband and wife or civil partners regardless of gender.
Period of insurance – the period between the dates on which your policy starts and ends,
which is the same as the period for which the account holder holds a Platinum account.
Cover for each individual trip under section A Cancelling Your Trip begins on the date you
booked the trip and ends when you leave your home on the start date of your trip. Cover
under all other sections begins when you leave your home at the start of your trip and ends
when your trip ends.
No one trip can be more than 31 days’ duration unless we have agreed an extension in
writing. Cover for any future trip will continue while your policy remains in force.
If your return to your home area is delayed beyond the scheduled end date of your trip for
reasons outside your control the period of insurance will automatically be extended until
your new return date.
Personal money – cash (notes and coins in current use, including foreign currency),
non-refundable pre-paid travel and admission tickets and pre-paid cards all held for
personal use.
Personal possessions – luggage, clothing and personal effects but excluding personal money
and valuable items.
Point of international departure – the airport, port or station from which you leave the UK
or Republic of Ireland on your trip or to which you return at the end of your trip.
Policy – this policy booklet and any additional upgrades, extensions or endorsements applied
to your policy.
Pre-existing medical condition – any medical condition for which, at the date you became
an insured person or the date when you booked your trip, whichever is later, you:
• had received advice, medication or treatment from a doctor during the last 12 months;
• were under investigation or awaiting diagnosis;
• were on a waiting list for treatment as an in-patient or were aware of the need for
treatment as an in-patient; or
• have received a terminal prognosis.
Preferred law firm – the law firm we choose to provide legal services under Section G
Legal Costs. These legal specialists are chosen as they have the expertise to deal with your
claim and must comply with our agreed service standards.
Reasonable prospects of success – we and the appointed representative agree that there
is a better than 50% chance that you will obtain a successful judgment; and recover your
losses or damages or obtain any other legal remedy we agree to, including an enforcement
of judgment, making a successful defence or making a successful appeal or defence of an
appeal under Section G Legal Costs.
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 Terms of appointment – a separate contract which we will require the appointed
representative to enter into with us if the appointed representative is not a preferred
law firm. This contract sets out the amounts we will pay the appointed representative
under your policy and their responsibilities to report to us at various stages of the claim.
Travelling companion – a person or people booked to travel with you on your trip.
Trip – a journey that begins and ends at your home during the period of insurance and which is:
• outside the UK; or
• within the UK, where you are staying in pre-booked accommodation for three or more
consecutive days.
UK – England, Scotland, Wales, Northern Ireland, the Channel Islands or the Isle of Man.
Unattended – not in your full view and where you are not in a position to prevent unauthorised
taking of your property unless it is in a locked room or safe. Property left in a vehicle is
unattended unless the vehicle is locked and the items are hidden from view in an enclosed
boot, luggage or storage compartment. Property left in a trailer, caravan or storage box is
unattended unless it is hidden from view and that trailer, caravan or storage box is locked.
Valuable items –
• cameras, camcorders, binoculars, telescopes and accessories;
• audio, visual and television equipment;
• computers, gaming consoles, electronic book readers, satellite navigation equipment,
mobile phones and accessories;
• jewellery, watches, items made of or containing gold, silver, precious metals or precious
or semi-precious stones.
We, us, our – U K Insurance Limited and all our agents.
Wedding attire – clothing bought especially for your wedding that is to take place during
your trip, plus hair styling and flowers.
Winter sports equipment – skis, snowboards, bindings, poles, boots or helmets and any other
specialist winter sports clothing or equipment.
You, your, insured person(s) – the account holder, their partner, any dependent child and
any guest.

Important Information About Platinum

Travel Insurance
Operation of cover
Your policy will only operate:
• while there is a valid Platinum account under which you are entitled to receive the benefit
of this policy;
• while you are aged under 70 years, unless you have bought an age extension;
• if you tell us about medical conditions. For any insured person aged 70 or over, and any
insured person of any age with any medical conditions, you will need to contact us to
answer some medical questions. Any trip that had already been booked before a new
diagnosis will be covered but you must contact us to ensure new trips are covered too;
• for trips up to 31 days, unless you have bought a trip extension; and
• for trips that involve a planned return date to your home.

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 Changes to your insurance or to upgrade your cover
You must tell us immediately after booking your trip if any of the following extra cover
is required (an additional premium may apply):
• Medical endorsement: if any insured person has any pre-existing medical conditions.
You may then have to pay an additional premium to cover those conditions for the coming
year. For some conditions, cover may not be available but we will tell you this when you
call, and we will confirm this to you in writing.
• Age extension: if any insured person is aged 70 years or older.
• Guest cover: if you want to add or remove cover for anyone other than the account
holder, their partner or any dependent child.
• Extended trip cover: if you are planning a long holiday or extended trip past 31 days.
• Cancellation extension: if you are planning a trip with a value greater than provided for
under the Cancellation, Curtailment and Abandonment covers you can increase those
limits for that single trip.
• Hazardous activities: if you wish to undertake any hazardous activities (as outlined
on page 15).
• Business cover – as detailed on pages 33–34
• Golf Cover – as detailed on pages 34–36
• Wedding Cover – as detailed on pages 36–37
The additional benefit provided by any upgrade will only be valid for new events occurring on or
after the date you buy the upgrade. All upgrades must be bought before you depart on a trip.
This policy automatically covers all Platinum account holders, their partner and every
dependent child, so we do not automatically issue any documentation showing their names
(other than if you add on any of the upgrades outlined above).
If you require confirmation of cover, we recommend that you use this policy and a bank
statement to show that you are entitled to this insurance. If you require further confirmation
please contact us allowing at least 10 working days. There may be an administration fee,
but we will tell you if there is.
Failure to provide correct information or inform us of any changes could adversely affect your
policy, including invalidating your policy or causing claims to be rejected or not fully paid.
Health Issues
The Medical Declaration
This policy only covers unforeseen emergency medical treatment that occurs while you are
on a trip and for conditions that you were unaware of, or that we have accepted. For this
reason it is very important that you read the Medical Declaration on page 13 and provide
full details to us straight away. This applies to all insured persons.
Reciprocal Health Agreements
Full details are available from www.dh.gov.uk/travellers
European Union
If your trip includes visits to any country in the European Union, Iceland, Lichtenstein, Norway
or Switzerland, we strongly recommend that, if you are eligible, you obtain a European
Health Insurance Card (EHIC) and take it with you whenever you travel.
EHIC enables you to benefit from the reciprocal health agreements that are in place with
these countries, and which also apply to certain other countries and territories. If you use
your EHIC to reduce the costs of medical treatment you receive, we will waive the excess
on any additional claim under section D Emergency Medical and Related Costs.
EHIC is free and valid for five years; application can be made online at www.ehic.org.uk
or by calling 0300 330 1350 and a separate card is required for every person travelling.
Australia
If your trip includes visits to Australia you must enrol at a local Medicare office, but you can
do this after you have had treatment for the first time. In-patient and out-patient treatment
is then available free of charge.
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 Before Incurring Any Medical Expenses
Please contact our emergency medical assistance service. They will help you get the treatment
you need.
Country And Trip Length Issues
Geographical Limits
As standard your policy will cover you for worldwide travel.
Trip Duration Limits
No one trip can be more than 31 days’ duration. If this is not enough you must call us to
arrange for an extension and pay the additional premium.
For all policies, if your return to your home area is delayed beyond the scheduled end date
of your trip for reasons outside your control the period of insurance will automatically be
extended until your new return date.
Foreign & Commonwealth Office (FCO)
We are partners in the Foreign & Commonwealth Office’s “Know Before
You Go” campaign to keep British travellers safe and healthy abroad.
Before you travel you should check out the website at www.gov.uk/foreign-
travel-advice for travel advice and up to date information about countries
you plan to visit.
This policy does not cover claims where you have travelled to areas after the Foreign &
Commonwealth Office (FCO) has advised against “All travel”. You must comply with the most
up to date travel advice detailed on the FCO website www.gov.uk/foreign-travel-advice
at all times during your trip.
Activities Issues
Included Activities and Hazardous Activities
This policy will automatically cover you for participation in some but not all activities.
Full details are on page 13.
Use Of Motor Vehicles – Scooters, Mopeds and Motorcycles
This policy will automatically cover you on your trip for using hired motor vehicles of 125cc
or less but you must wear a crash helmet and, if you are the rider, you must hold a valid
licence to drive that vehicle type within your home area.
You will also be covered for vehicles above 125cc but only if you hold a valid licence to drive
that vehicle type within your home area, it is your mode of transport from your home area
and you are wearing suitable protective clothing.
Cover under section F Personal Liability does not apply to the use of any motor vehicle.
Use Of Motor Vehicles – Quad Bikes (All Terrain Vehicles)
No cover is provided for your use of a quad bike or all terrain vehicle, whether as a rider
or passenger, on road or off road.
Other Issues
Family Travel
This policy provides cover for every dependent child who is:
• aged under 18 years (or under 23 if in full time education); and
• lives at the home of the account holder (or, if separated, that child’s other parent); and
• is not married or in a civil partnership.
Guest Travel
This policy provides no cover for any guest. Unless you have bought an extension to your
policy, any claim for such people will not be covered.
Alterations To This Policy
From time to time we will alter the terms of your policy. We will give you at least 30 days’
written notice before any changes take effect, and any changes will only apply to trips you
book from the effective date of those changes.
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 Medical Declaration
Please read this section carefully. Failure to provide correct information or inform us of
any changes could adversely affect your policy – see General Condition 1 on page 38.
When you become an insured person or when you book your trip (whichever is later):
You must tell us about each pre-existing medical condition for any insured person. This is
any medical condition for which you:
• have received advice, treatment or a prescription for medication (whether taking it or not)
from a doctor during the last 12 months;
• have a heart or cancer related condition;
• are under investigation or awaiting diagnosis;
• are on a waiting list for treatment as an in-patient or were aware of the need for treatment
as an in-patient;
• have received a terminal prognosis.
Between the date you booked your trip and the start date of your trip:
• You must tell us about any new serious injury or serious illness affecting any insured person.
• If you still wish to go on your trip your policy will continue to operate normally.
At any time:
• No cover is provided if you travel against the advice of a doctor, or would have been
travelling against the advice of a doctor if you had sought such advice.
• No cover is provided where you are travelling in order to receive medical advice or treatment.
• No cover is provided where you have failed to take necessary medication, such as
inoculations or medication that a doctor has prescribed to you.
If you are unsure about whether you should disclose any medical conditions you must
call us on 0345 609 0453.
Where we agree to cover a medical condition we will apply those terms for the following 12 months
(or until the expiry of any existing upgrade or endorsement, whichever is sooner) so long as
there is a valid Platinum account under which you are entitled to receive the benefit of this
policy and you have paid any premium due. At the end of this period we will send you a letter;
you must then call in again so that we can ensure your policy continues to meet your needs.

Included Activities and Hazardous Activities

You are not covered under section D Emergency Medical and Related Costs, section E
Personal Accident, or section F Personal Liability if you take part in any activity:
• That is not listed at all under Included Activities below, or is in the Hazardous Activities list
below, unless you have declared it to us, it has been accepted by us in writing and you
have paid any additional premium.
• Where such activities are part of your professional duties, or where you are receiving
financial reward for participating in such activities.
• Where such activities are organised before you depart on your trip for competitive or
racing purposes.
Included Activities
• Land based activities:
– Aerobics
– Archery (under qualified supervision only, no cover under section F Personal Liability)
– Badminton
– Baseball
– Basketball
– Beach games (including cricket, football and volleyball)
– Bowls
– Camel rides or elephant rides
– Clay pigeon shooting (under qualified supervision only, no cover under section
F Personal Liability)
– Climbing (on artificial walls, under qualified supervision only)
– Cricket
– Croquet
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 – Cruises
– Cycling (but not BMX or off road biking)
– Dancing
– Dog sledding
– Fell walking (up to 3,000 metres above sea level)
– Fencing (protective equipment must be worn)
– Football
– Go-karting (up to 125cc, crash helmet must be worn, no cover under section F
Personal Liability)
– Golf
– Grass skiing
– Gymnastics
– Handball
– High ropes courses (under qualified supervision only)
– Hiking (up to 3,000 metres above sea level)
– Hockey
– Horse riding or hacking (not hunting, jumping or polo) (helmet must be worn)
– Ice skating (on rink only, not ice hockey or speed skating)
– Jogging or running
– Motorcycling (up to 125cc, crash helmet must be worn, no cover under section F
Personal Liability)
– Netball
– Orienteering
– Pony trekking (helmet must be worn)
– Racquetball
– Rambling (up to 3,000 metres above sea level)
– Rifle shooting (under qualified supervision only, no cover under section F Personal
Liability)
– Roller skating or roller blading
– Rounders
– Safari
– Skateboarding
– Softball
– Squash
– Table games (table tennis, snooker, pool, billiards)
– Tennis
– Trampolining
– Trekking (up to 3,000 metres above sea level)
– Volleyball
• Water based activities – must be in inland or coastal waters only unless otherwise stated:
– Angling (pier, freshwater or sea angling)
– Body or boogie boarding
– Banana boating (buoyancy aid must be worn)
– Canoeing or kayaking (grade 1, 2 and 3 only, helmet and buoyancy aid must be worn)
– Dinghy sailing (buoyancy aid must be worn)
– Fishing
– Jet skiing or wet biking (helmet and buoyancy aid must be worn, no cover under
section F Personal Liability)
– Rafting (grade 1, 2 and 3 only, helmet and buoyancy aid must be worn)
– Rowing
– Scuba diving (to a depth of 18 metres maximum)
– Snorkelling
– Surfing
– Swimming
– Water polo
– Water skiing (buoyancy aid must be worn)
– Windsurfing or sailboarding (buoyancy aid must be worn)
– Yachting (buoyancy aid must be worn, maximum 12 miles from coast)
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 • Air based activities:
– Gliding (as a passenger only)
– Hot air balloon rides (as a passenger only)
– Parascending (over water)
• Winter Sports activities:
– Cross-country skiing (on recognised tracks)
– Dry slope skiing or snowboarding
– Ice skating
– Skiing (on piste, or off piste with a qualified guide)
– Sledging
– Snowboarding (on piste, or off piste with a qualified guide)
– Snowmobiling or ski-dooing (no cover under section F Personal Liability)
– Snow shoeing
– Tobogganing
Hazardous Activities (only covered if you have selected and paid for the Hazardous
Activities extension):
• Abseiling
• Ballooning (as a passenger)
• Bridge swinging (one jump only)
• Bungee jumping (one jump only)
• Canoeing or kayaking (grades 4 and 5 only, helmet and buoyancy aid must be worn)
• Canopy walking
• Glacier skiing
• Heli skiing
• Hiking/ trekking (up to 5,450 metres above sea level)
• Ice hockey
• Kite surfing
• Lacrosse
• Land yachting
• Luge
• Mountain bike riding on recognised trails (helmet must be worn)
• Parachuting
• Paragliding
• Parascending (over land)
• Rafting (grades 4 and 5 only, helmet and buoyancy aid must be worn)
• Rappelling
• Shark diving
If you are unsure about whether you are covered for activities that you plan to participate
in you must call us on 0345 609 0453.

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 Part 1 – Covers For Your Trip
Section A Cancelling Your Trip
(before you are due to start your trip)
What is covered
We will cover you for your:
– unused deposits;
– accommodation and travel costs (including car hire, excursions and activities); and
– unused kennel, cattery, professional pet sitter or car parking charges that you have
paid or legally have to pay if you unavoidably need to cancel your trip for one of the
following reasons:
• One of the following people dies, is seriously injured or is seriously ill:
– any insured person;
– your travelling companion;
– a close relative;
– a close business associate; or
– anyone outside your home area that you had planned to stay with.
• One of the following people is quarantined, is called for jury service or is called as a witness
in a court of law:
– any insured person;
– your travelling companion; or
– anyone outside your home area that you had planned to stay with.
• One of the following people is made redundant and registered for a Jobseeker’s Agreement
with the Department for Work & Pensions, or is a member of the British armed forces or
Emergency Services and authorised leave is cancelled due to an unexpected emergency:
– any insured person; or
– your travelling companion.
• One of the following people is required to stay at their home as a result of it being seriously
damaged by fire, storm, flood or due to a burglary in the seven days before departure on
your trip:
– any insured person; or
– your travelling companion.
• Your pet cat or dog requiring life saving treatment in the seven days before your departure
on your trip.
• Your passport or visa being stolen in a burglary in the seven days before your departure
on your trip and you being unable to arrange a replacement in time.
• The Foreign & Commonwealth Office advising against “All Travel” or “All but essential
travel” to your intended destination, providing the advice came into force after you
opened your Platinum account or booked your trip (whichever was the later) and was
in the 28 days before your departure on your trip.
• You are unable to use your pre-booked and pre-paid accommodation because the
accommodation or immediately surrounding area is adversely affected by natural disaster.
The most we will pay
The most we will pay for each insured person is £5,000.
Special conditions
• All claims for death, injury, illness or quarantine must be supported by relevant medical
certificates from a doctor, which must be obtained at your own expense.
• You must provide us with a cancellation invoice, your unused tickets and ticket receipts,
as well as any other supporting documents that we reasonably require in support of
your claim.
• The amount of any claim will be limited to costs that would have applied at the time you
first became aware of the need to cancel your trip.
• If you booked your flight or accommodation with Avios or similar promotional schemes
we will pay for the cost of replacing the used points or miles or, if replacing points or miles
is not possible, a monetary alternative at the current published rate.
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 What is not covered
We will not cover:
• the excess amount. This is £75 for every claim for each insured person, which is reduced
to £10 for each insured person for claims solely for lost deposits. No excess will be
charged for any dependent child travelling with the account holder or their partner;
• any expenses that you can recover from elsewhere (including air passenger duty), such as
but not limited to the provider or booking agent for your trip, Civil Aviation Authority (CAA)
if your trip is protected by an Air Travel Organiser’s Licence (ATOL) or the credit or debit
card provider if you used this method to pay and the service you paid for has not been
provided. It is important that you attempt to recover your expenses from other sources
before your travel insurance, as a claim cannot be considered until you have done this.
If you are unsuccessful in obtaining a refund, then you can submit a claim against your
travel insurance;
• an anticipated event;
• anything mentioned in the General Exclusions section of this policy;
• any claim that is the result of a pre-existing medical condition. This exclusion will not
apply if that pre-existing medical condition had already been declared to us and
accepted by us in writing;
• any claim that is a result of a close relative, close business associate or travelling companion:
– having a medical condition that has resulted in in-patient treatment or being put on
a waiting list for hospital treatment;
– being diagnosed with cancer; or
– being given a terminal prognosis;
in the 12 months prior to you becoming an insured person, or the date when you booked
your trip, whichever is later;
• any claim where, given your physical or mental condition, you should not have travelled
or it would have been reasonable for you to have consulted your doctor about whether
or not it was appropriate to go on your trip;
• any claim for administration costs charged by your travel or accommodation provider
for obtaining a refund for unused travel and accommodation charges;
• any claim resulting from your transport operator or their agents refusing to transport
you or your travelling companion because they consider that person is not fit to travel;
• any claim resulting from you not wanting to travel or not enjoying your trip;
• any claim for unemployment due to your misconduct, resignation or voluntary redundancy;
• any claim for fees relating to timeshare properties, including management and
maintenance fees but not exchange fees.

Section B Delayed Or Missed Departure (on the day you are travelling)
What is covered
Cover under this section does not apply to any trip that is solely within your home area.
1. Missed International Departure (outbound or on return)
We will cover you for reasonable additional accommodation and travel expenses to get you to:
• your trip destination on your outward journey; or
• return you to your home on your return journey
if you fail to arrive at your point of international departure in time to board your pre-booked
aircraft, ship or train as a result of:
• the scheduled public transport or connecting scheduled flight on which you are travelling
to your point of international departure not running to timetable; or
• the private car in which you are travelling being involved in an accident or breaking down.
2. Delayed International Departure (outbound or on return)
We will cover you for your additional accommodation, travel and refreshment costs if you
have checked in and your pre-booked aircraft, ship or train is delayed by more than four
hours beyond the time shown on your travel itinerary at the point of international departure.

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 3. Abandoned International Departure (outbound only)
We will cover you for your:
• unused deposits;
• accommodation and travel costs (including car hire, excursions and activities); and
• unused kennel, cattery, professional pet sitter or car parking charges
that you have paid or legally have to pay if you choose to abandon your trip because your
pre-booked aircraft, ship or train is delayed beyond the time shown on your travel itinerary
at the point of international departure from the UK by more than:
• six hours if your trip is scheduled to last four nights or less; or
• 12 hours if your trip is scheduled to last five nights or more
Alternatively, you may choose to continue to your intended destination by alternative means,
in which case we will cover you for the lower of the costs so incurred or the amount it would
have cost to abandon your trip.
The most we will pay
The most we will pay for each insured person is:
• £1,000 for Missed International Departure.
• £250 for Delayed International Departure.
• £5,000 for Abandoned International Departure.
Special conditions
• You must provide us with your booking invoice and travel itinerary showing your scheduled
departure times along with the actual departure times and reason for the delay from the
carrier as well as any other supporting documents that we reasonably require in support
of your claim;
• You must provide receipts confirming any additional costs you have incurred;
• You must seek recompense from the operator where you should be entitled to
compensation (e.g. due to EU Passenger Rights);
• If you are claiming for Missed International Departure as a result of the vehicle in which
you are travelling being involved in an accident or breaking down you must get a report
from the vehicle repairer or breakdown assistance provider;
• If you booked your flight or accommodation with Avios or similar promotional schemes
we will pay for the cost of replacing the used points or miles or, if replacing points or miles
is not possible, a monetary alternative at the current published rate.
What is not covered
We will not cover:
• the excess amount. This is £75 for every claim for each insured person for Missed
International Departure and Abandoned International Departure but there is no excess
for Delayed International Departure. No excess will be charged for any dependent child
travelling with the account holder or their partner;
• any expenses that you can recover from elsewhere, such as compensation, assistance or
refund that should be provided by your operator or travel agent. If you should be entitled
to such compensation we will not pay any claim unless you provide evidence from them
showing why such compensation was not given to you;
• anything mentioned in the General Exclusions section of this policy;
• any claim for both Delayed International Departure and Abandoned International
Departure for the same event;
• any claim arising from a strike, any form of industrial action or possible delay that had
been announced or commenced either:
– when you became an insured person; or
– when you booked your trip
whichever is the later;
• any claim for any trip that is solely within the UK, the Channel Islands and/ or the Isle of Man;
• any claim for Delayed International Departure or Abandoned International Departure
where you have missed the check in time as shown on your travel itinerary;
• any claim where the aircraft, ship or train on which you are booked to travel is cancelled by
the operator;

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 • any claim for administration costs charged by your travel or accommodation provider for
obtaining a refund for unused travel and accommodation charges;
• any claim for fees relating to timeshare properties, including management and
maintenance fees but not exchange fees;
• any claim for Missed International Departure where you are travelling in a vehicle that you
own and which has not been serviced and maintained in accordance with the
manufacturer’s instructions.

Section C Cutting Short Your Trip (after your trip has started)
What is covered
1. Curtailment
We will cover you for your:
• unused accommodation costs and travel costs (including car hire, excursions and activities);
• reasonable additional accommodation costs to allow you to return home early; and
• reasonable additional travel costs to allow you to return home early if you cannot use your
return ticket
that you have paid or legally have to pay if you unavoidably need to abandon your trip while
you are away for one of the following reasons:
• One of the following people dies, is seriously injured or is seriously ill:
– any insured person;
– your travelling companion;
– a close relative;
– a close business associate; or
– anyone outside your home area that you were staying with;
• One of the following people is quarantined, is called for jury service or is called as a witness
in a court of law:
– any insured person;
– your travelling companion; or
– anyone outside your home area that you were staying with;
• One of the following people is a member of the British armed forces or Emergency
Services and authorised leave is cancelled due to an unexpected emergency:
– any insured person; or
– your travelling companion
• One of the following people is required to return to their home as a result of it being seriously
damaged by fire, storm, flood or due to a burglary:
– any insured person; or
– your travelling companion;
• The Foreign & Commonwealth Office advising against “All Travel” or “All but essential
travel” to your destination, providing the advice came into force after your departure
on your trip;
• You are forced to move from your pre-booked and pre-paid accommodation because
the accommodation or immediately surrounding area are adversely affected by natural
disaster, in which event we will cover the necessary extra travel and accommodation
expenses to allow you to continue with your trip or return to your home area if you are
unable to continue with your trip.
2. Home Care
We will pay for emergency and necessary repairs to secure your home following fire, flood or
theft while you are on a trip. You must supply written confirmation from the contractor that
the work was urgently required, as well as a breakdown of the costs incurred and receipts for
expenses that you have paid.
The most we will pay
The most we will pay for each insured person is £5,000. This includes a maximum of:
• £500 for each insured person for natural disaster.
• £250 for any one event under part 2 Home Care.

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 Special conditions
• All claims for death, injury, illness or quarantine must be supported by relevant medical
certificates from a doctor, which must be obtained at your own expense as well as any
other supporting documents that we reasonably require in support of your claim.
• You must contact our emergency assistance service as soon as reasonably possible once
you become aware of the need to return home.
• Claims for unused accommodation will be calculated based on the number of complete
days of your trip that are lost by your early return to your home or admission to hospital
as an in-patient if you remain there for the rest of your trip.
• If you booked your flight or accommodation with Avios or similar promotional schemes
we will pay for the cost of replacing the used points or miles or, if replacing points or miles
is not possible, a monetary alternative at the current published rate.
What is not covered
We will not cover:
• the excess amount. This is £75 for every claim for each insured person. No excess will be
charged for any dependent child travelling with the account holder or their partner;
• any expenses that you can recover from elsewhere (including air passenger duty), such as
but not limited to the provider or booking agent for your trip, Civil Aviation Authority (CAA)
if your trip is protected by an Air Travel Organiser’s Licence (ATOL) or the credit or debit
card provider if you used this method to pay and the service you paid for has not been
provided. It is important that you attempt to recover your expenses from other sources
before your travel insurance, as a claim cannot be considered until you have done this.
If you are unsuccessful in obtaining a refund, then you can submit a claim against your
travel insurance;
• an anticipated event;
• anything mentioned in the General Exclusions section of this policy;
• any claim that is the result of a pre-existing medical condition. This exclusion will not
apply if that pre-existing medical condition had already been declared to us and
accepted by us in writing;
• any claim that is a result of a close relative, close business associate or travelling
companion:
– having a medical condition that has resulted in in-patient treatment or being put on
a waiting list for hospital treatment;
– being diagnosed with cancer; or
– being given a terminal prognosis;
in the 12 months prior to you becoming an insured person, or the date when you booked
your trip, whichever is later;
• any claim where, given your physical or mental condition, you should not have travelled
or it would have been reasonable for you to have consulted your doctor about whether
or not it was appropriate to go on your trip;
• any claim which is the result of you not taking:
– necessary medication which you knew at the start of your trip that you would need
while you were away (including costs incurred in obtaining or replacing medication); or
– inoculations for tropical diseases.
• any claim for administration costs charged by your travel or accommodation provider
for obtaining a refund for unused travel and accommodation charges;
• any claim resulting from your transport operator or their agents refusing to transport
you or your travelling companion because they consider that person is not fit to travel;
• any claim resulting from you not enjoying your trip;
• any claim for any costs that were not authorised by our emergency assistance service
before you returned home;
• any claim for fees relating to timeshare properties, including management and
maintenance fees but not exchange fees;
• any claim for additional travel costs if you did not purchase a return ticket to your home
area before you departed on your trip;

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 • any claim for your unused return travel tickets if we have paid to get you home because of
injury or illness under Section D Emergency Medical and Related Costs;
• any claim as a result of you participating in any hazardous activity unless that hazardous
activity had already been declared to us and accepted by us in writing;
• any claim as a result of manual work;
• any claim as a result of you riding or driving any motorised vehicle, unless you are licensed
to drive that vehicle type within your home area;
• any claim as a result of you using any motorcycle, moped or scooter:
– if you do not wear a crash helmet;
– if you are the rider and you do not hold a valid licence to drive that vehicle type in your
home area; or
– if the vehicle is above 125cc, and it is not your mode of transport from your home area
or if you are not wearing appropriate protective clothing;
• any claim as a result of you using a quad bike or all terrain vehicle as a rider or passenger;
• any claim for natural disaster when the local or national authorities have confirmed that it
is safe to stay.

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 Part 2 – Covers For You
Section D Emergency Medical and Related Costs
What is covered
We will cover you for the following expenses if you die, are injured, become ill or are
quarantined while on a trip:
1. Emergency Medical Costs outside
• Emergency medical, surgical and hospital treatment (including ambulance and rescue
service fees to take you to hospital) incurred outside your home area;
• Emergency dental treatment solely for sudden pain relief incurred outside your home area;
• If you are claiming for expenses that are covered under this section we will also pay you
hospital benefit for every complete 24 hour period you are being treated as an in-patient
outside your home area.
2. Related Costs outside or inside
• Additional travel and accommodation expenses:
– to get you to or from hospital, where such expenses relate to your in-patient admission
or discharge, or attending for outpatient treatment or appointments;
– needed to return you to your home area on the advice of our medical advisor;
– that you have to pay to get home following emergency medical treatment and where
you cannot use your return ticket;
– for one person, who is resident in your home area, to travel to, remain with or escort you
back to your home area on the advice of our medical advisor;
• Additional accommodation costs of a similar standard to the accommodation you had
booked for your trip if it is medically necessary for you to stay after the date you intended
to return home;
• Cost of telephone calls:
– that you make to our emergency assistance service; or
– incurred by you when you receive calls from our emergency assistance service;
• If you die:
– the cost of funeral or cremation where you die outside your home area; or
– the cost of returning your body or ashes to your home.
3. Recuperative Holiday
We will pay for the accommodation and travel expenses for you to take a recuperative holiday
if we pay a claim under 1. Emergency Medical Costs outside that results in your in-patient
admission for at least five complete days and us arranging to return you to your home area
as a result.
4. Emergency Medication
We will pay for any expenses incurred in you obtaining repeat medication where your own
medication has been lost or stolen while you are on your trip if you have a pre-existing
medical condition that had already been declared to us and accepted by us in writing.
5. Physiotherapy
We will pay for necessary further physiotherapy treatment on your return to your home area
if we pay a claim under 1. Emergency Medical Costs outside that results in your bodily injury.
The most we will pay
The most we will pay for each insured person is:
• Emergency Medical Costs and Related Costs outside your home area:
– £10,000,000 overall limit.
– £1,000 for emergency dental treatment for emergency pain relief.
– £7,500 for costs of your funeral, cremation or returning your body or ashes to your home.
– £50 hospital benefit for every complete 24 hour period for which you are treated as an
in-patient, up to £400 in total.
• Related Costs inside your home area £10,000 overall limit.
• Recuperative holiday £1,000.

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 • Emergency Medication for declared pre-existing medical conditions £250.
• Physiotherapy £350.
Special conditions
• You must contact our emergency assistance service as soon as reasonably possible if you:
– need to go to hospital as an in-patient;
– are told by your treating doctor that you are going to require tests or other out-patient
treatment;
– need to return to your home area as a result of a medical emergency; or
– need to extend your trip as a result of a medical emergency.
• If you claim for emergency medical costs, our emergency assistance service may arrange
to have you moved from one hospital to another and/or arrange for your repatriation to
your home area. They will only do this where it is considered safe to do so in the opinion
of our medical adviser and your treating doctor.
• You must follow the advice given by the Foreign & Commonwealth Office and your doctor
for the destinations you intend visiting on your trip. This includes getting all recommended
vaccinations and taking sufficient supplies of your prescription medication with you.
• You must try to get any necessary emergency medical treatment in a facility that accepts
the reciprocal health agreement (as outlined on page 11) where this is available. Our
emergency assistance service will give you advice when you contact them.
What is not covered
We will not cover:
• the excess amount. This is £75 for every claim for each insured person, which is reduced
to nil if you have used a European Health Insurance Card or any other reciprocal
healthcare arrangement to reduce the costs of your treatment;
• any expenses that you can recover from elsewhere;
• anything mentioned in the General Exclusions section of this policy;
• any claim that is the result of a pre-existing medical condition. This exclusion will not
apply if that pre-existing medical condition had already been declared to us and
accepted by us in writing;
• any claim for costs incurred as a result of an anticipated event;
• any claim under 1. Emergency Medical Costs outside for expenses incurred within your
home area;
• any further expenses incurred if you choose not to move hospital or return to your home
area after our medical adviser and your treating doctor have deemed it safe for you to
be moved;
• any claim for costs of in-patient hospital treatment or being returned to your home area
that have been incurred without the prior permission of our emergency medical service;
• any claim for a medical condition if you were travelling against the advice of a doctor, or
would have been travelling against the advice of a doctor if you had sought such advice;
• any claim where you are travelling in order to receive medical advice or treatment;
• any claim which is the result of you not taking:
– necessary medication which you knew at the start of your trip that you would need
while you were away (including costs incurred in obtaining or replacing medication); or
– inoculations for tropical diseases;
• any claim for costs of treatment, tests or surgery (including preventative treatment and
cosmetic or elective surgery) which is not essential in the opinion of our medical adviser
or could reasonably have waited until your return to your home area;
• any dental work involving precious metals or dental fittings;
• any claim for single or private room accommodation, unless it has been deemed medically
necessary by our medical adviser;
• any claim for treatment or services obtained at a health spa, convalescent or nursing home
or any rehabilitation centre;
• any claim as a result of you participating in any hazardous activity unless that hazardous
activity had already been declared to us and accepted by us in writing;
• any claim as a result of manual work;

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 • any claim as a result of you riding or driving any motorised vehicle, unless you are licensed
to drive that vehicle type within your home area;
• any claim as a result of you using any motorcycle, moped or scooter:
– if you do not wear a crash helmet;
– if you are the rider and you do not hold a valid licence to drive that vehicle type in your
home area; or
– if the vehicle is above 125cc, and it is not your mode of transport from your home area
or if you are not wearing appropriate protective clothing;
• any claim as a result of you using a quad bike or all terrain vehicle as a rider or passenger.

Section E Personal Accident

What is covered
We will cover you if you are accidentally injured on your trip and this solely and independently
results in your:
• death;
• loss of sight;
• loss of limb; or
• total permanent disability.
The most we will pay
The most we will pay for each insured person is:
• £25,000 for death, which is reduced to £2,000 for each insured person aged under 18 years.
• £25,000 for loss of sight.
• £25,000 for loss of limb.
• £25,000 for total permanent disability.
Special conditions
• Any claim payments will be made to you or your legal representatives.
• If you die and do not leave a will, no claim payments will be made until executors have
been appointed.
• Death, loss of sight, loss of limb or total permanent disability must occur within one year
of the date you were accidentally injured.
• We will not pay any claim for total permanent disability until at least one year has passed
from the date you were accidentally injured.
• We will only pay one benefit under this policy for any insured person from a single event.
What is not covered
We will not cover:
• anything mentioned in the General Exclusions section of this policy;
• any claim that is the result of a pre-existing medical condition. This exclusion will not
apply if that pre-existing medical condition had already been declared to us and
accepted by us in writing;
• any claim that is the result of a sickness or disease, naturally occurring or degenerative
condition;
• any claim for costs incurred as a result of an anticipated event;
• any claim for total permanent disability if you had retired before your trip started;
• any claim as a result of you participating in any hazardous activity unless that hazardous
activity had already been declared to us and accepted by us in writing;
• any claim as a result of manual work;
• any claim as a result of you riding or driving any motorised vehicle, unless you are licensed
to drive that vehicle type within your home area;
• any claim as a result of you using any motorcycle, moped or scooter:
– if you do not wear a crash helmet;
– if you are the rider and you do not hold a valid licence to drive that vehicle type in your
home area; or
– if the vehicle is above 125cc, and it is not your mode of transport from your home area
or if you are not wearing appropriate protective clothing;
• any claim as a result of you using a quad bike or all terrain vehicle as a rider or passenger.

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 Section F Personal Liability
What is covered
We will cover you if you become legally liable, during your trip for an accident that causes:
• death or injury to any person; or
• loss of or damage to property that is not owned by any insured person.
We will also cover any reasonable and necessary legal costs and expenses you incur
in relation to the accident.
The most we will pay
The most we will pay for all claims arising from any one event is £2,000,000.
Special conditions
You must get our permission before incurring any costs or expenses.
What is not covered
We will not cover liability arising from:
• anything mentioned in the General Exclusions section of this policy;
• death or injury to your employees or members of your family;
• loss of or damage to property which is owned by or under the control of you, a member
of your family or your employees;
• ownership or occupation of any land or building (other than occupation of temporary
holiday accommodation, and in which case we will not cover the excess amount, which
is £75);
• your profession, business or employment including voluntary work of any kind;
• any fines or damages which have been awarded to punish the person responsible rather
than to compensate the affected individual for any losses;
• you owning or using any:
– animal (other than your domestic pets);
– firearm;
– mechanically propelled or towed vehicles;
– vessels (other than manually propelled water craft); or
– aircraft;
• you participating in any hazardous activity unless that hazardous activity had already
been declared to us and accepted by us in writing;
• your own deliberate actions or failure to act when you should have;
• any claim arising from a trip that is solely within your home area;
• you engaging in manual work.

Section G – Legal Costs

Before you incur any costs, you must report your claim to the legal helpline.
Legal helpline – 0345 246 2071
You can also ring the legal helpline for practical UK legal advice in connection with your trip,
whether or not it results in a claim. This service is here to help and is available to you, 365 days
of the year. For extra security, we may record all phone calls and keep the recording secure.
What is covered
1. Personal Injury and Holiday Contract Disputes
We will pay for costs to help you claim damages and compensation:
• for injury, illness or death, which happens during your trip; or
• following a breach of contract claim arising out of an agreement you have for your trip.
2. Detention Abroad
The first consultation that you arrange with a local solicitor if you are arrested or held by
authorities during your trip.
We agree to provide this cover if:
• any legal proceedings will be carried out by a court which we agree to; and
• we and the appointed representative agree that there are reasonable prospects
of success which must continue for the duration of the claim.

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 The most we will pay
The most we will pay, including any appeal or counterclaim is:
• £50,000 costs for all claims arising from the same incident under 1. Personal Injury and
Holiday Contract Disputes.
• £250 for the first consultation that you arrange with a local solicitor under 2. Detention Abroad.
Special Conditions
Observing the policy terms
You must comply with all of the terms and conditions of this policy and take all reasonable
precautions to minimise the cost of claims and to prevent a claim from happening.
If our position is prejudiced as a result of you not observing any of the terms and conditions
of this policy, we have the right to:
• refuse or withdraw from any claim;
• refuse to pay costs we have already agreed to meet; and
• claim back from you costs that we have paid.
Choosing an appointed representative
• If we accept your claim we will appoint a preferred law firm to try to settle the matter
without having to go to court.
• If it is necessary to take your claim to court, or if there is a conflict of interests, you can
choose a law firm to act as the appointed representative.
• If you choose an appointed representative who is not a preferred law firm they must agree
to act for you in line with our terms of appointment (you can ask us for a copy). Cover for
their costs will only commence from the date they agree to our terms of appointment.
• The appointed representative will enter into a separate contract of appointment directly
with you. You will be responsible for costs incurred by the appointed representative
which are not authorised by us.
Co-operating with your appointed representative and us
• If we ask, you must tell the appointed representative to give us any documents,
information or advice that they have or know about.
• You must fully co-operate with the appointed representative and us, and not take any
action that has not been agreed by your appointed representative or by us.
• You must keep us and the appointed representative promptly informed of all
developments relating to the claim and provide us and the appointed representative
immediately with all information, evidence and documents that you have or know about.
• You must get our written permission before instructing a barrister or an expert witness.
• We can contact the appointed representative at any time, and he or she must co-operate
fully with us at all times.
Barrister’s opinion
If there are conflicting opinions over reasonable prospects of success, you will be required to
obtain an opinion from a barrister; the choice of the barrister needs to be agreed between you
and us. You will be responsible for paying for the opinion unless it shows that your claim has
reasonable prospects of success.
Settling or ending your claim
• You must tell us if anyone makes a payment into court or offers to settle your claim.
• You must not stop, settle, negotiate or withdraw from a claim or withdraw instructions
from the appointed representative without our approval. We will not withhold our
approval without good reason.
• If an appointed representative refuses to continue acting for you with good reason, or if
you dismiss them without good reason, cover for your claim will end immediately unless
we agree to appoint another appointed representative.
• We can decide to settle your claim by paying you the compensation you are likely to be
awarded by a court instead of starting or continuing your claim or legal proceedings.
If your claim is not for damages, we may decide to settle your claim by paying you the
equivalent financial value of your claim.

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 • We can refuse to pay further costs if you do not accept an offer or payment into court to
settle a claim which we or your appointed representative considers should be accepted.
• We can refuse to pay further costs if we or the appointed representative consider that
those costs would be disproportionate to the value of the claim.
• You must tell us if your claim no longer has reasonable prospects of success.
• We can refuse to pay further costs if your claim no longer has reasonable prospects
of success.
Assessing and recovering costs
• We have the right to have costs certified by the appropriate professional body, audited
by costs draftsmen we choose or assessed by a court.
• You must tell your appointed representative to claim back all costs that you are entitled
to. If costs we have paid are recovered, you must refund them to us.
• We and you will share any costs that are recovered where:
– we refused to pay further costs and you paid more costs to end your claim; or
– you chose to pay the difference between the costs we offered to the appointed
representative under our terms of appointment and the costs charged by the
appointed representative.
• We and you will each receive the same percentage of the recovered costs as originally paid.
What is not covered
We will not cover any claim arising from or relating to:
• anything mentioned in the General Exclusions section of this policy;
• defending your legal rights in claims against you;
• illness or injury which develops gradually or is not caused by a specific or sudden accident;
• psychological injury or mental illness unless it results from a specific or sudden accident
that has also caused physical bodily injury to you;
• action against another insured person, a close relative, your travelling companion
or anyone outside your home area that you had planned to stay with;
• costs that relate to the period before we accept your claim;
• costs and expenses for bringing a legal action in more than one country for the same event;
• fines, penalties, compensation or damages which you are ordered to pay by a court;
• loss or damage that is insured under another section of this policy or any other insurance
policy;
• a dispute with us about this section of the policy, other than as shown in How To Complain
on page 46; or
• any appeal where we did not provide cover for the original claim.

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 Part 3 – Covers For Your Property
Section H Baggage
What is covered
We will cover you if your baggage is lost, stolen or accidentally damaged during your trip.
The most we will pay
The most we will pay for each insured person is £1,500. This is reduced to:
• £300 for any one item (including items that form part of a pair or set of items).
• £500 in total for valuable items.
Special conditions
• You must report any theft or loss of baggage to the police within 24 hours of discovering
it or as soon as reasonably possible after that and get a police report from them.
• If your baggage is lost, stolen or damaged while it is in the care of an airline you must:
– get a Property Irregularity Report within the time limit shown in their conditions of carriage;
and
– keep your tickets and luggage tags.
• If your baggage is lost, stolen or damaged while it is in the care of a transport or
accommodation provider or an authority you must get a report from them.
• You must always take reasonable care of your baggage to keep it safe and take all
reasonable steps to recover baggage that is lost or stolen.
• You must provide us with proof of ownership and value for the items of baggage for which
you are claiming to substantiate your claim. If you do not, it may affect your claim.
• We will deduct the amount of any claim under section I Delayed Baggage (other than for hire
costs) from any claim you make under this section if your baggage is permanently lost.
• We will at our option either:
– pay the cost of repairing or replacing the item; or
– make a cash payment to you.
No payment will be more than the original purchase price you paid for the item.
• We will make a deduction for wear and tear for claims for clothing, including sports clothing.
What is not covered
We will not cover:
• the excess amount. This is £75 for every claim for each insured person;
• any expenses that you can recover from elsewhere;
• anything mentioned in the General Exclusions section of this policy;
• any claim for theft or loss of baggage that you do not report to the police within 24 hours
of discovery or as soon as reasonably possible after that, or which is not supported by
a police report;
• any claim for baggage:
– that you have left unattended unless it has been stolen from your locked personal
accommodation, a safe or safety deposit box or motor vehicle;
– that is confiscated, detained or delayed by customs or other officials;
• any claim for valuable items:
– not in your hand luggage or on your person; or
– left in a motor vehicle or tent;
• any claim for loss or damage caused by:
– wear and tear or loss of value;
– moths or vermin; or
– any cleaning, repairing or restoring process;
• any claim for:
– property more specifically insured by another policy;
– pedal cycles, motor vehicles, caravans, trailers or water craft;
– musical instruments, antiques, pictures or furs;
– cracking, scratching or breaking of glass (other than lenses in cameras, binoculars,
telescopes or spectacles), china or similar fragile items;

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 – perishable goods;
– contact lenses, dental or medical fittings or hearing aids;
– personal money, bonds, negotiable instruments, securities or documents (cover is
available for some of these items under section J Personal Money);
– winter sports equipment (cover is available under section L Winter Sports Cover);
– business equipment (cover is available under section M Business Cover if you have
added the Business extension and this has been confirmed by us in writing);
– golf equipment (cover is available under section N Golf Cover if you have added the
Golf extension and this has been confirmed by us in writing);
– sports equipment and accessories while in use; or
– the cost of replacing any other pieces that form part of a set.

Section I Delayed Baggage

What is covered
We will cover you for essential replacement of toiletries, medication and items of clothing and
the temporary hire of replacement sports equipment if your baggage is temporarily lost for
more than four hours following your arrival at your destination.
The most we will pay
The most we will pay for each insured person is £650 as follows:
• £100 after four hours;
• A further £150 after 12 hours; and
• A further £400 after 48 hours.
• We will not pay more £650 in total for any one event regardless of the number of you that
are claiming.
Special conditions
• If your baggage is lost while it is in the care of an airline you must:
– get a Property Irregularity Report within the time limit shown in their conditions of
carriage to show how long you were without your baggage; and
– keep your tickets and luggage tags.
• You must keep the receipts for any essential replacement items you buy or hire.
• We will deduct the amount of any claim under this section (other than for hire costs)
from any claim you make under Section H Baggage if your baggage is permanently lost.
What is not covered
We will not cover:
• anything mentioned in the General Exclusions section of this policy;
• any claim for hire of winter sports equipment (cover is available under section L Winter
Sports Cover);
• any claim for hire of business equipment (cover is available under section M Business Cover
if you have added the Business extension and this has been confirmed by us in writing);
• any claim for hire of golf equipment (cover is available under section N Golf Cover if you
have added the Golf extension and this has been confirmed by us in writing);
• any claim for baggage that is confiscated, detained or delayed by customs or other
officials; or
• any claim for baggage that is lost on the day of your return home.

Section J Personal Money

What is covered
We will cover you if your personal money is lost or stolen while you are on your trip or during
the 72 hours before you are scheduled to leave your home to start your trip.
The most we will pay
The most we will pay for each insured person is £500. This includes a maximum of £500 for
each insured person for cash or bank notes, which is reduced to £100 for each insured person
aged under 17 years.

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 Special conditions
• You must report any theft or loss to the police within 24 hours of discovering it or as soon
as reasonably possible after that and get a police report from them.
• You must always take reasonable care of your personal money to keep it safe and take
all reasonable steps to recover personal money that is lost or stolen.
• You must provide us with proof of ownership and value for the personal money for which
you are claiming to substantiate your claim.
• A cash advance can be arranged if you are unable to obtain sufficient funds locally.
Any cash advance paid will be deducted from your claim settlement.
What is not covered
We will not cover:
• the excess amount. This is £75 for every claim for each insured person;
• any expenses that you can recover from elsewhere;
• anything mentioned in the General Exclusions section of this policy;
• any claim for personal money that you do not report to the police within 24 hours of
discovery or as soon as reasonably possible after that, or which is not supported by
a police report;
• any claim for personal money that you have left unattended unless it has been stolen
from your locked personal accommodation, a safe or safety deposit box or motor vehicle;
• any claim for personal money that is confiscated, detained or delayed by customs or
other officials;
• any claim for personal money unless you can provide a receipt showing the amount of
personal money you exchanged; or
• any claim for personal money as a result of changes in exchange rates or mistakes.

Section K Lost Passport or Driving Licence

We will cover you for:
• reasonable extra travel, accommodation and administration costs that you have to pay
to obtain:
– evidence of your driving licence from the DVLA if your driving licence is lost, stolen or
destroyed while you are on your trip; or
– an Emergency Travel Document if your passport is lost, stolen or destroyed while you
are on your trip; and
• the cost of the Emergency Travel Document.
The most we will pay
The most we will pay for each insured person is £750.
Special conditions
• You must report any loss to the police within 24 hours of discovering it or as soon as
reasonably possible after that and get a police report from them.
• You must always take reasonable care of your passport and driving licence to keep them safe
and take all reasonable steps to recover any passport or driving licence that is lost or stolen.
What is not covered
We will not cover:
• the excess amount. This is £75 for every claim for each insured person;
• anything mentioned in the General Exclusions section of this policy;
• any claim for loss or theft of a passport or driving licence that you do not report to the
police within 24 hours of discovery or as soon as reasonably possible after that, or which
is not supported by a police report; or
• any claim for a passport or driving licence:
– that you have left unattended unless it has been stolen from your locked personal
accommodation, a safe or safety deposit box or motor vehicle; or
– that is confiscated, detained or delayed by customs or other officials;
• any claim for costs relating to the purchase of a new replacement passport.

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 Section L Winter Sports Cover
We will cover you for participating in winter sports activity and extend cover as outlined below.
a. Ski pack (hired ski equipment, ski school fees and lift passes)
What is covered
We will cover you for unused and non-refundable expenses of hired winter sports equipment,
lessons from a ski school and ski lift passes if you are unable to ski as a result of your injury
or illness.
The most we will pay
The most we will pay for each insured person is £150 per week.
Special conditions
All claims for injury or illness must be supported by relevant medical certificates from
a doctor, which must be obtained at your own expense as well as any other supporting
documents that we reasonably require in support of your claim.
b. Winter sports equipment
What is covered
We will cover you:
• if winter sports equipment that you own or have hired is lost, stolen or accidentally
damaged during your trip;
• for the hire of replacement winter sports equipment for the remainder of your trip if
winter sports equipment that you own has been lost, stolen or accidentally damaged
while on your trip, or if it is temporarily lost for more than four hours on your outbound
trip; and
• if your lift pass is lost, stolen or accidentally damaged during your trip.
The most we will pay
The most we will pay for each insured person is:
• £400 for repair or replacement of winter sports equipment that you own or have hired.
The amount we will pay for replacement of winter sports equipment will be today’s value
less a deduction for wear and tear and loss of value as follows:
– Up to one year old 90% of the purchase price
– Up to two years old 70% of the purchase price
– Up to three years old 50% of the purchase price
– Up to four years old 30% of the purchase price
– Up to five years old 20% of the purchase price
– Over five years old No payment
• £200 for hire of replacement winter sports equipment because yours is lost, stolen,
accidentally damaged or delayed.
• £200 for replacement of your lift pass.
Special conditions
• You must report any theft or loss of winter sports equipment to the police within 24 hours of
discovering it or as soon as reasonably possible after that and get a police report from them.
• If your winter sports equipment is lost, stolen or damaged while it is in the care of an
airline you must:
– get a Property Irregularity Report within the time limit shown in their conditions of carriage; and
– keep your tickets and luggage tags.
• If your winter sports equipment is lost, stolen or damaged while it is in the care of a
transport or accommodation provider or an authority you must get a report from them.
• You must always take reasonable care of your winter sports equipment to keep it safe
and take all reasonable steps to recover winter sports equipment that is lost or stolen.
• You must provide us with proof of ownership and value for the items of winter sports
equipment for which you are claiming to substantiate your claim.
• We will at our option either:
– pay the cost of repairing or replacing the item; or
– make a cash payment to you.

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 c. Piste closure
What is covered
We will cover you if all the pistes in your pre-booked resort are closed due to lack of snow,
too much snow or adverse weather conditions.
The most we will pay
The most we will pay for each insured person is:
• £10 per day for the extra costs of transport or lift passes to get you to an alternative site; or
• £30 per day compensation if there are no alternative sites available
Up to £930 in total for each insured person per trip.
Special conditions
• You must provide confirmation that all the pistes are closed from your tour operator
or local representative.
• This cover only applies where the dates of your trip are within the normal ski season
as defined by the local piste authority.
d. Avalanche
What is covered
We will cover you for additional travel and accommodation expenses if your departure
or arrival in your pre-booked resort is delayed by avalanche.
The most we will pay
The most we will pay for each insured person is £200 per trip.
What is not covered (applies to all Winter Sports Cover sections)
We will not cover:
• the excess amount. This is £75 for every claim for each insured person under part b.
Winter Sports Equipment only. No excess will be charged for claims for other parts
of this section;
• any expenses that you can recover from elsewhere;
• anything mentioned in the General Exclusions section of this policy;
• any claim under part a. Ski pack where there is, or would be, no valid claim for that
medical condition under Section D Emergency Medical and Related Costs;
• any claim for costs incurred as a result of an anticipated event;
• any claim as a result of you participating in any hazardous activity unless that hazardous
activity had already been declared to us and accepted by us in writing;
• any claim for winter sports equipment:
– that is more than five years old; or
– that is lost, stolen or damaged as a result of your deliberate, wilful or malicious act,
carelessness or neglect;
– caused by wear and tear or loss of value, moths or vermin or any cleaning, repairing
or restoring process;
• that is left unattended in a motor vehicle
• any claim for piste closure where:
– the date you became an insured person or the date when you booked your trip,
whichever is later is less than 14 days before your departure date; or
– the dates of your trip are outside the normal ski season as defined by the local piste authority.

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 Part 4 – Optional Extra Covers
You are not automatically covered for the following sections. If you have any of these
covers in force we will notify you by letter. You will have to pay an additional premium
if you need any of these covers.

Section M Business Cover

We will extend cover provided by this policy as detailed in this section if you have added the
Business Cover extension and this has been confirmed by us in writing.
a. Business Equipment and Business Samples
What is covered
We will cover you if your business equipment or business samples are lost, stolen or accidentally
damaged during your trip.
The most we will pay
The most we will pay for each insured person is £3,000. This is reduced to £1,000 for any one
item (including items that form part of a pair or set of items).
Special conditions
• You must report any theft or loss of business equipment or business samples to the police
within 24 hours of discovering it or as soon as reasonably possible after that and get a police
report from them.
• If your business equipment or business samples are lost, stolen or damaged while they
are in the care of an airline you must:
– get a Property Irregularity Report within the time limit shown in their conditions of carriage;
and
– keep your tickets and luggage tags.
• If your business equipment or business samples are lost, stolen or damaged while they
are in the care of a transport or accommodation provider or an authority you must get
a report from them.
• You must always take reasonable care of your business equipment or business samples
to keep them safe and take all reasonable steps to recover business equipment or
business samples that are lost or stolen.
• You must provide us with proof of ownership and value for the items of business
equipment or business samples for which you are claiming to substantiate your claim.
• We will at our option either:
– pay the cost of repairing or replacing the item; or
– make a cash payment to you.
• We will not pay more than the market value of your business equipment or business
samples at the time of the loss.
b. Hiring Replacements
What is covered
We will cover you to hire emergency replacement business equipment for the remainder of
your trip if business equipment that you own is lost, stolen or accidentally damaged during
your trip, or if it is temporarily lost for more than four hours on your outbound trip.
The most we will pay
The most we will pay for each insured person is £500.
Special conditions
• You must report any theft or loss of business equipment to the police within 24 hours of
discovering it or as soon as reasonably possible after that and get a police report from them.
• If your business equipment is lost, stolen or damaged while it is in the care of an airline
you must:
– get a Property Irregularity Report within the time limit shown in their conditions of carriage;
and
– keep your tickets and luggage tags.

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 • If your business equipment is lost, stolen or damaged while it is in the care of a transport
or accommodation provider or an authority you must get a report from them.
• You must always take reasonable care of your business equipment to keep it safe and
take all reasonable steps to recover business equipment that is lost or stolen.
• We will at our option either:
– pay the cost of repairing or replacing the item; or
– make a cash payment to you.
c. Business Colleagues
What is covered
We will cover you to be replaced by a colleague (return travel tickets only) if you are treated
as an in-patient for at least three days while you are on a trip or we pay a claim under Section
C Cutting Short Your Trip (after your trip has started) due to your death, injury or illness.
The most we will pay
The most we will pay for each insured person is £1,500 for each insured person per trip.
Special conditions
• All claims for death, injury, illness or quarantine must be supported by relevant medical
certificates from a doctor, which must be obtained at your own expense as well as any
other supporting documents that we reasonably require in support of your claim.
• You must provide receipts for the travel tickets obtained for your colleague.
What is not covered (applies to all Business cover sections)
We will not cover:
• the excess amount. This is £75 for every claim for each insured person under part a.
Business Equipment or Business Samples only. No excess will be charged for claims for
other parts of this section;
• any expenses that you can recover from elsewhere;
• anything mentioned in the General Exclusions section of this policy;
• any claim for costs incurred as a result of an anticipated event;
• any claim under part a. Business Equipment or Business Samples or part b. Hiring Replacements:
– for items that are lost, stolen or damaged as a result of your deliberate, wilful or
malicious act, carelessness or neglect;
– caused by wear and tear or loss of value, moths or vermin or any cleaning, repairing or
restoring process;
– that you do not report to the police as soon as reasonably possible or which is not
supported by a police report;
– for items that you have left unattended unless they have been stolen from your locked
personal accommodation, a safe or safety deposit box or motor vehicle;
– for valuable items that are left unattended in a motor vehicle;
– for items that are confiscated, detained or delayed by customs or other officials; or
– that is more specifically insured elsewhere; or
• any claim under part c. Business Colleagues where there is, or would be, no valid claim for
that medical condition under Section D Emergency Medical and Related Costs or Section
C Cutting Short Your Trip (after your trip has started).
Section N Golf Cover
We will extend cover provided by this policy as detailed in this section if you have added the
Golf Cover extension and this has been confirmed by us in writing.
a. Golf Equipment
What is covered
We will cover you if your golf equipment is lost, stolen or accidentally damaged during your trip.
The most we will pay
The most we will pay for each insured person is £1,500.

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 Special conditions
• You must report any theft or loss of golf equipment to the police within 24 hours of
discovering it or as soon as reasonably possible after that and get a police report from them.
• If your golf equipment is lost, stolen or damaged while it is in the care of an airline you must:
– get a Property Irregularity Report within the time limit shown in their conditions of carriage;
and
– keep your tickets and luggage tags.
• If your golf equipment is lost, stolen or damaged while it is in the care of a transport or
accommodation provider or an authority you must get a report from them.
• You must always take reasonable care of your golf equipment to keep it safe and take
all reasonable steps to recover golf equipment that is lost or stolen.
• You must provide us with proof of ownership and value for the items of golf equipment
for which you are claiming to substantiate your claim.
• We will at our option either:
– pay the cost of repairing or replacing the item; or
– make a cash payment to you.
• We will not pay more than the market value of your golf equipment at the time of the loss.
b. Hiring Replacements
What is covered
We will cover you to hire emergency replacement golf equipment for the remainder of your
trip if golf equipment that you own is lost, stolen or accidentally damaged during your trip,
or if it is temporarily lost for more than four hours on your outbound trip.
The most we will pay
The most we will pay for each insured person is £250.
Special conditions
• You must report any theft or loss of golf equipment to the police within 24 hours of
discovering it or as soon as reasonably possible after that and get a police report from them.
• If your golf equipment is lost, stolen or damaged while it is in the care of an airline you must:
– get a Property Irregularity Report within the time limit shown in their conditions of carriage;
and
– keep your tickets and luggage tags.
• If your golf equipment is lost, stolen or damaged while it is in the care of a transport or
accommodation provider or an authority you must get a report from them.
• You must always take reasonable care of your golf equipment to keep it safe and take all
reasonable steps to recover golf equipment that is lost or stolen.
c. Cancellation or Curtailment
What is covered
We will extend the cover provided under Section A Cancelling Your Trip (before you are due to
start your trip) and Section C Cutting Short Your Trip (after your trip has started) because you
have an injury or illness that prevents you from playing golf. All limits, special conditions and
restrictions in those sections continue to apply.
d. Green Fees
What is covered
We will cover you for your unused green fees that you have paid or legally have to pay that
you are unable to use on your trip because:
• you have an injury or illness that prevents you from playing golf; or
• you have a valid claim under one or more other section of this policy that prevents you
from playing golf.
The most we will pay
The most we will pay for each insured person is £250 per trip.

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 Special conditions
• All claims for injury or illness must be supported by relevant medical certificates from
a doctor, which must be obtained at your own expense.
• If your claim is as a result of cancellation or curtailment of your trip, you must provide us
with a cancellation invoice, your unused tickets and ticket receipts, as well as any other
supporting documents that we reasonably require in support of your claim.
• If your claim is as a result of a delay to the start of your trip, you must provide us with your
booking invoice and travel itinerary showing your scheduled departure times along with
the actual departure times and reason for the delay from the carrier as well as any other
supporting documents that we reasonably require in support of your claim.
What is not covered (applies to all Golf cover sections)
We will not cover:
• the excess amount. This is £75 for every claim for each insured person under part a.
Golf Equipment only. No excess will be charged for claims for other parts of this section;
• any expenses that you can recover from elsewhere;
• anything mentioned in the General Exclusions section of this policy;
• any claim for costs incurred as a result of an anticipated event;
• any claim under part a. Golf Equipment or part b. Hiring Replacements:
– for items that are lost, stolen or damaged as a result of your deliberate, wilful or
malicious act, carelessness or neglect;
– caused by wear and tear or loss of value, moths or vermin or any cleaning, repairing or
restoring process;
– that you do not report to the police within or as soon as reasonably possible after that,
or which is not supported by a police report;
– for items that you have left unattended unless they have has been stolen from your
locked personal accommodation, a safe or safety deposit box or motor vehicle;
– for items that are confiscated, detained or delayed by customs or other officials; or
– that is more specifically insured elsewhere; or
• any claim under part c. Cancellation or Curtailment or part d. Green Fees where there is,
or would be, no valid claim under any other section of this policy.

Section O Wedding Cover

We will extend cover provided by this policy as detailed in this section if you have added the
Wedding Cover extension and this has been confirmed by us in writing.
a. Wedding Effects
What is covered
We will cover you if your wedding attire, rings for the ceremony or wedding gifts are lost,
stolen or accidentally damaged during your trip.
The most we will pay
The most we will pay for each insured couple is:
• £1,500 for wedding attire.
• £250 for rings for the ceremony.
• £1,000 for wedding gifts.
Special conditions
• You must report any theft or loss of wedding effects to the police within 24 hours of
discovering it or as soon as reasonably possible after that and get a police report from them.
• If your wedding effects are lost, stolen or damaged while they are in the care of an airline
you must:
– get a Property Irregularity Report within the time limit shown in their conditions of carriage;
and
– keep your tickets and luggage tags.
• If your wedding effects are lost, stolen or damaged while they are in the care of a transport
or accommodation provider or an authority you must get a report from them.

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 • You must always take reasonable care of your wedding effects to keep them safe and take
all reasonable steps to recover wedding effects that are lost or stolen.
• You must provide us with proof of ownership and value for the items of wedding effects for
which you are claiming to substantiate your claim.
• We will at our option either:
– pay the cost of repairing or replacing the item; or
– make a cash payment to you.
• We will not pay more than the market value of your wedding attire at the time of the loss.
b. Photographs and Video Recordings
What is covered
We will cover you to:
• obtain reprinted photographs or duplicate video recordings if your original photographs
or video recordings are lost, stolen or accidentally damaged during your trip; or
• hire an alternative professional to take photographs or video recordings if your pre-
booked professional photographer is unable to fulfil their obligations to you due to illness,
injury or unforeseen transport problems.
The most we will pay
The most we will pay for each insured couple is £750.
Special conditions
• You must report any theft or loss of wedding photographs or video recordings to the police
within 24 hours of discovering it or as soon as reasonably possible after that and get a police
report from them.
• If your wedding photos or video recordings are lost, stolen or damaged while they are in
the care of an airline you must:
– get a Property Irregularity Report within the time limit shown in their conditions of carriage;
and
– keep your tickets and luggage tags.
• If your wedding photographs or video recordings are lost, stolen or damaged while they are
in the care of a transport or accommodation provider or an authority you must get a report
from them.
• You must always take reasonable care of your wedding photographs or video recordings
to keep them safe and take all reasonable steps to recover wedding photographs or video
recordings that are lost or stolen.
• We will at our option either:
– pay the cost of repairing or replacing the item; or
– make a cash payment to you.
What is not covered (applies to all Wedding cover sections)
We will not cover:
• the excess amount. This is £75 for every claim for each insured couple;
• any expenses that you can recover from elsewhere;
• anything mentioned in the General Exclusions section of this policy;
• any claim for costs incurred as a result of an anticipated event;
• any claim for wedding attire or wedding photographs or video recordings:
– that are lost, stolen or damaged as a result of your deliberate, wilful or malicious act,
carelessness or neglect;
– caused by wear and tear or loss of value, moths or vermin or any cleaning, repairing or
restoring process;
– that you do not report to the police within 24 hours of discovery or as soon as reasonably
possible after that, or which is not supported by a police report;
– that you have left unattended unless they have been stolen from your locked personal
accommodation, a safe or safety deposit box or motor vehicle;
– valuable items that are left unattended in a motor vehicle;
– that are confiscated, detained or delayed by customs or other officials; or
– that is more specifically insured elsewhere.

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 General exclusions and General
conditions
General exclusions
General exclusions which apply to sections A to O.
You are not covered for any of the following:
1. War
We will not cover any consequences of war, invasion, act of foreign enemy, hostilities
(whether war be declared or not), civil war, rebellion, revolution, insurrection, military
or usurped power, terrorism or terrorist acts. This exclusion does not apply to section D
Emergency Medical and Related Costs or section E Personal Accident.
2. Radioactivity and Pressure Waves
We will not cover any loss or damage to property or any direct or indirect loss, expense or
liability caused by or contributed to by:
• ionising radiation or radioactive contamination from any nuclear fuel or waste; or
• the radioactive, toxic, explosive or other dangerous properties of nuclear equipment
or its nuclear parts; or
• pressure waves caused by aircraft and other aerial devices travelling at sonic or
supersonic speeds.
3. Deliberate Acts
We will not cover any claim resulting from
• suicide or attempted suicide;
• deliberately injuring yourself;
• putting yourself in danger that can reasonably be predicted (unless you were trying to
save a person’s life);
• sexually transmitted diseases;
• you being under the influence or effect of alcohol or drugs (other than drugs taken under
medical supervision and not for the treatment of drug addiction). We do not expect you
to avoid drinking on your trip but we will not cover any claims where you have drunk
so much alcohol that your judgement is seriously affected;
• you travelling in an aircraft other than as a fare-paying passenger on a regular scheduled
airline or licensed charter aircraft;
• you breaking the law or being dishonest; or
• you travelling to a country or area where the Travel Advice Unit of the Foreign &
Commonwealth Office (FCO) or the World Health Organisation (WHO) has advised
against all travel before you departed on your trip.
4. Uninsured Costs
We will not cover any claim for:
• any loss not specifically covered by this policy (for example loss of earnings because you
are not able to return to work after an injury or illness that happened on a trip or costs
associated with returning your vehicle to your home area); or
• any payment that you would normally have to make during your trip.
5. Events Beyond The Restrictions Of Your Policy
We will not cover any claim for:
• any claim relating to a trip outside the trip limits – please see Period of insurance in the
Definitions section;
• any claim where you no longer have a valid Platinum account under which you are
entitled to receive the benefit of this policy;
• any claim where you are aged 70 years or over, unless you have a valid, current age
extension at the date of the event leading to your claim;
• any claim where you have not paid the appropriate premium when due; or
• any claim relating to Part 4 – Optional Covers or hazardous activities where the relevant
cover has not been selected by you and/ or the appropriate additional premium has not
been paid.
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 General conditions
General conditions which apply to sections A to O.
1. Providing accurate information
You must take care to provide us with accurate information which is correct to the best of
your knowledge.
You must tell us immediately if the state of health of any insured person changes; please refer
to the Medical Declaration on page 13.
Failure to provide correct information or inform us of any changes could adversely affect your
policy, including invalidating your policy and causing claims to be rejected or not fully paid.
2. Notification of Claims
You must tell us as soon as reasonably possible about any event which may lead to a claim under
this policy. If you receive any notice of prosecution, inquest or fatal accident inquiry or you are
sent a writ, summons, claim or letter, you must send it to us, unanswered, as soon as possible.
For claims under section G Legal Costs claims must be submitted no later than 180 days after
the date you knew about or should have known about the event giving rise to the claim.
3. Claims Procedure – Our Rights and Your Obligations
• You must:
– not admit any liability for or negotiate to settle any claim without our written permission;
– give us any information and help we need.
• We are entitled to:
– take over and carry out the negotiation, defence or settlement of any claim in your name;
– take proceedings in your name to get back any money we have paid under this policy;
– ask you to pay us back any amounts that we have paid to you that are not covered by
this policy;
– refuse to pay any claim where you have not provided sufficient receipts, bills or evidence
to support your claim.
4. Evidence Of Claims
• you or your legal representatives must provide at your own expense all certificates,
information and evidence that we need in order to consider your claim;
• if your claim is for injury or illness we may ask for your permission that we may contact
your doctor to get access to your medical records. If you refuse permission we may not
be able to deal with your claim;
• we may arrange, at our own expense, for you to be medically examined on our behalf
including post-mortem if you die.
5. Duty Of Care
You must take all reasonable steps to prevent any loss, damage or accident involving you or
your baggage.
6. Cancellation
• The account holder can cancel this policy at any time by telling us either over the phone
or in writing. However, this insurance is included as an integral benefit with your Platinum
bank account. You do not, therefore, pay a separate premium and would not receive any
refund as a consequence of cancelling the policy.
• The account holder can cancel any upgrades or endorsements at any time by telling us
either over the phone or in writing. We will not refund any premium unless the account
holder cancels the relevant upgrade or endorsement within 14 days from the date of
purchase or renewal or the date of receiving the relevant documents or renewal notice,
whichever is the later, and so long as no insured person has travelled or made a claim.
7. Fraud
You must be honest and truthful in your dealings with us at all times.
If you, any insured person or anyone acting on your behalf attempts to deceive us or
knowingly makes a false claim, we have the right to refuse claims and retain any premium
paid. We may recover from you any costs we have incurred, including the costs of
investigating the claim.
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 We will not pay a claim which is in any way fraudulent, false or exaggerated. We will also not deal
with any claims following discovery of this behaviour regardless of when the claims occurred.
In addition, we have the right to cancel any other products you hold with us and share details
of this behaviour with other organisations to prevent further fraud. We may also involve the
relevant authorities who are empowered to bring criminal proceedings.
8. Other Insurances
If you have other insurance that covers the same loss, damage or liability, we will not pay
more than our share of your claim. This does not apply to Section E Personal Accident.
Please note: if you have a no claims discount (NCD) on your household insurance policy,
any contribution we claim from your household insurer should not affect your NCD.
9. If You Have Not Paid Your Monthly Account Fee or Upgrade Or Endorsement Premium
We may refuse your claim or deduct any unpaid premiums from any claim payment we make
to you.
10. Automatic Renewal
We may automatically renew any upgrades or endorsements to your policy on the renewal
date. If we plan to automatically renew, we will let you know we are planning to do this before
your cover ends together with sending you details of the renewal premium. If you do not wish
to renew your upgrade or endorsement you should let us know before the renewal date.
11. Rights of Third Parties
Unless otherwise provided for in the policy, nothing in the policy is intended to confer a
directly enforceable benefit on any other party under the Contracts (Rights of Third Parties)
Act 1999.

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 Privacy Notice
This privacy notice tells you what we do with information we collect about you. It’s relevant
to anyone who uses our services, including policyholders, prospective policyholders, website
users and beneficiaries under our policies, such as named drivers. We refer to all these
individuals as “customers” or “you” in this notice.
1. Who “we” are
We are U K Insurance Limited (“we”, “us” or “our”). We underwrite this NatWest insurance policy.
2. What information do we collect about you?
Information collected from you & cookies policy
Where we have collected information directly from you it will usually be obvious what this is,
as you will have given it to us. This might not be the case where we have used cookies to collect
information from your computer or portable electronic devices. Please see our cookies policy
for more information.
Information collected from others
We can collect information about you from others. This includes information from:
• Royal Bank of Scotland group of companies, who we partner with to provide your
insurance policy.
• Joint policyholders or policy beneficiaries. Where you are named on a joint policy or a
beneficiary of that policy we may collect information about you from any named
policyholder. We will ask them to confirm that they have your permission to give us this
information about you.
• Fraud prevention, law enforcement or government agencies and other data sources
used to prevent or detect fraud or provide details to us about criminal convictions or
offences.
• HM Treasury and other authorities in relation to regulatory issues e.g. where someone
is subject to a financial sanction they will appear on HM Treasury’s asset freezing list.
• Credit reference agencies e.g. credit searches that are made when we produce a quotation
for a new policy or at renewal. (Note that the results of these searches are automatically
deleted after 12 months and do not affect your ability to obtain credit.) Please also see
section 4 overleaf.
• External sources such as no claims discount databases, the electoral roll and insurance
comparison websites to help us decide what the risk is in selling the policy and from
companies that hold information about insurance renewal dates, marital status,
household residents, vehicle details, employment status and household income to
help us work out which information we should provide to you about our other products
and services.
Sensitive personal information
We collect information that is sensitive, such as information about children, health or geo-location
(which may be sensitive personal information because, for example, it can pinpoint your location
at a hospital), and information related to unspent past criminal convictions or offences. We also
collect your sensitive personal information for specific types of policy or applications, for example
when offering you a travel policy or a driving application e.g. Telematics. We obtain this from
your mobile devices for driving applications and the following people:
• the main policyholder will provide most of the information we collect about health
(including confirming whether hospital treatment is being sought) and unspent criminal
convictions or offences, including on behalf of others named on the insurance policy e.g.
medical screening to support a travel policy;
• fraud prevention or law enforcement agencies may provide details to us about criminal
convictions or offences;

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 • witnesses to an accident may provide medical information to us if there is an investigation
of a claim;
• we may use information about a child, for example, where the child is a beneficiary under
a policy or if involved in an accident.
We collect and use this information as part of your insurance quotation or contract with us,
or where it is necessary for a legal obligation, or as part of the establishment or defence of
a legal claim.
3. What do we do with information we collect about you and why may we do this?
We use your personal information in order to meet our obligations in our contract of insurance
with you. We and other companies within our group of companies use your personal
information in the following ways:
A. Provide insurance services
When you request us to provide you with a quote for one of our insurance policies or you
purchase an insurance policy from us, we use information about you:
• to decide what the risk might be in selling you the policy, to quote for, and provide you with,
a premium for that policy and any special terms that may apply to that policy (noting that
we may use automated decision making to make this assessment - see section 9 overleaf);
• to administer your policy and monitor the payment of instalments if you pay your premium
in this way;
• to contact you about the policy (e.g. for billing or renewal purposes); and
• to provide the agreed service if you make a claim (e.g. sending someone to assist you in a
roadside breakdown situation or to provide you with medical assistance if you are injured
or unwell when overseas).
We cannot provide the services unless we use the information about you in this way.
B. Do what we are required to do by law
As part of our duty as an insurer providing insurance services, sometimes we are required
by law to use information about you:
• to help make sure our customers are being treated fairly (e.g. to assist our regulators where
we have a legal duty to do so);
• to deal with complaints;
• to help prevent and detect crime (including, for example, the prevention or detection of fraud);
and
• to comply with a legal or regulatory obligation.
We can use your personal information in this way because we are required to do so by law.
C. Prevent fraud occurring
Fraud has an impact on all customers as it increases costs for everyone. We use your personal
information to check for signs that customers might be dishonest (e.g. if someone has behaved
dishonestly in the past it may increase the risk they will do so in future).
We may use your personal information in this way because it is in our interests to detect fraud
and in all our customers’ interests to ensure that they are not prejudiced due to increased
premiums as a result of a few customers acting dishonestly.
D. Recover debt
If you owe us money we will use your personal information to help us recover it.
We can use your personal information in this way because it is a necessary part of the contract
of insurance. We need to ensure that premiums are paid so that the majority of our customers
do not suffer (e.g. through increased premiums) due to the actions of a small minority of
customers.

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 E. Where your or another person’s life may be at risk
We will use your personal information to assist where your or another person’s life or health
is in danger and obtaining your permission is not possible (e.g. arranging emergency medical
treatment in a remote location).
F. To administer and improve our services
To administer our services we will share information with others (including to people or
organisations that may be based overseas):
• in order to enable us to process your claim or administer your insurance policy more
cost effectively;
• to help develop our products, services and systems to deliver you a better sales and claims
experience in the future; and
• to understand how our prospective customers make decisions about which insurance
policy is the optimal policy.
We may also process your personal data to better understand you as a customer, including to
determine how best to retain your custom, and to ask you to provide feedback on the service
we provide to you.
We can use your personal information in this way because it is in our legitimate interests to
provide the services in the most efficient way. We will always ensure that we keep the amount
of your personal information that we collect and the extent of any processing to the absolute
minimum to achieve this efficiency.
4. Who do we share your personal information with and why do we do it?
We may share your personal information with third parties and other companies within our
group of companies for the purposes mentioned in section 3 overleaf. A list of our group
companies can be found at www.u-k-insurance.co.uk/group-companies.html. Alternatively,
you can contact the Data Protection Officer for a list of them. Please see section 10. You should
make sure everything you tell us is correct because your records may be checked in the
following circumstances:
• when you apply for insurance, financial services, or work;
• by police and other law enforcement agencies.
In particular we share information with:
• Royal Bank of Scotland group of companies, we will provide them with information
about your insurance policy, premium and claims history.
• Fraud prevention agencies that provide databases and services, such as CIFAS,
National Hunter, SIRA and ENI, to prevent or detect fraud.
– Fraud prevention agencies will process this personal information in order to assist our
prevention of fraud and money laundering, and to verify your identity and may also process
your personal information in order to prevent fraud and money laundering by other people.
– Fraud prevention agencies will hold your personal information for up to 1 year, or up to
6 years if you’re considered to pose a fraud or money laundering risk.
– If we or a fraud prevention agency determine that you pose a fraud or money laundering
risk, we may refuse to provide the services and/or financing you have requested.
A record of this risk will be retained by the fraud prevention agencies, and may result in others
refusing to provide services or financing to you. If you have any questions about this, please
contact the appropriate fraud prevention agency.
• Law enforcement or government agencies we and fraud prevention agencies may
permit law enforcement or government agencies to access and use your personal
information, if they request it.

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 • Credit reference agencies help us decide whether to offer you credit if you choose to pay
your premium by instalments. We share this information when you first take a policy with
us and at each renewal. We may exchange your personal information with credit reference
agencies to reflect your credit application (as payment by instalments means that there
will be a credit agreement between us). We will let you know before we do this. This will
be visible to other credit providers. Failure by you or anyone who pays for your policy
to keep up the monthly payments due under your credit agreement will be reflected in
your credit score, not theirs. The identities of the credit reference agencies and the
ways in which they use and share personal information are explained in more detail at
www.experian.co.uk/CRAIN. Alternatively, you can call us and we will send you a copy.
• Your spouse or partner who calls us on your behalf, provided they are named on the
policy. Please tell us who they are when you take out your policy. If you would like someone
else to deal with your policy on your behalf on a regular basis please let us know. In some
exceptional cases, we may also deal with other people who call on your behalf, but only
with your permission. If at any time you would prefer us to deal only with you, please let
us know.
• Other insurance companies to help settle any insurance claim or to verify that the
information you have provided is correct (e.g we will check the amount of No Claims
Discount you have told us with your previous insurer).
• Insurance industry bodies such as The Motor Insurance Database to meet our obligations
under the Road Traffic Act.
• Insurance industry databases, such as the Claims and Underwriting Exchange where you
make a claim so that insurers can check that your claims history is correct, the Insurance
Fraud Register and, for commercial policies, the Employers’ Liability Tracing Office.
• Government bodies, such as the Driver and Vehicle Licensing Agency.
5. Will we send your personal information overseas?
We may send your personal information overseas to any part of the world. The protections
given to your personal information in other parts of the world will often not be as strong as in
the UK. Where possible, we will put in place agreements with the people we send your personal
information to, to require them to treat your personal information with the same protections
that we apply ourselves. Our agreements may include standard terms provided by the EU
called EU Model Clauses or may require the other party to be signed up to government
standards that are recognised as providing the right level of protection such as “privacy shield”
in the USA. But it is possible that regardless of what is set out in the agreement this would not
stop a government in any part of the world from accessing your personal information, as they
can often have power to overrule any agreements we make.
In some cases we might need to share information to carry out the services we have promised
to carry out, for example if you require urgent assistance abroad. In such an urgent situation
we may not always have the time to put in place the type of agreement we would normally
want to.
6. How long may we keep your personal information for?
We are only allowed to keep your personal information if we need it for one of the reasons
we describe in section 3 overleaf.
As a general rule, we will keep it for 6 years from the end of your relationship with us, as it is likely
that we will need the information for regulatory reasons or to defend a claim. For example,
should you wish to bring some form of legal action relating to your relationship with us, this
would generally need to be done within 6 years from the end of that relationship. However there
may be exceptions where we need to keep your personal information for longer, such as where
a claim has involved a minor.
We will also retain data in an anonymous form for statistical and analytical purposes, for example,
to assess risk of flood damage occurring.

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 7. When can you ask us to stop using your information?
If we rely on your consent to collect and process your personal information, you can ask us to
stop using your personal information at any time by withdrawing that consent and we will stop
using your personal information for those purposes. We may rely on your consent to tell you
about products or services which may be of interest to you or to use computers to make
decisions about you to improve our services or develop our products (see section 9).
At any time, you can tell us to stop using your personal information to tell you about products
or services that may be of interest to you or allowing computers to make decisions about you
in order to improve our services or develop our products (see section 9).
8. What happens if you don’t give us some of your personal information?
Where you do not provide the personal information we need in order to provide the service you
are asking for or to fulfil a legal requirement, we will not be able to provide the service that you
are asking us to give you.
We will tell you about why we need the information when we ask for it.
9. When do we use computers to make decisions about you?
We will collect information about you and put this into our computer systems. The computer
systems will make certain automated decisions about you which will be based on comparing
you with other people. This will have an impact in terms of the level of premium or product that
we offer to you or the products or services that we decide to tell you about. We may also use
automated decision making to conduct an identity verification check.
For example, if you are under 25 years of age, the computer system may determine that you
are more likely to have a car accident. This is because the computer system has been told that
more people aged under 25 have car accidents. Another example is that, if you are under 25,
the computer system may determine that you are going to be interested in a travel policy
which covers high risk activity, such as skiing. Therefore, we would proactively seek to tell you
about such policies as we would consider them to be of interest to you.
This is important because:
• in providing insurance services it helps us decide what price you should pay for your
policy and understand any risks associated with that policy;
• in identity verification it helps us to check that you are who you say you are and to prevent
others from imitating you;
• in selling you other products it helps us decide which other products might be useful to you.
We also use computer systems to carry out modelling. Sometimes using your personal
information and sometimes using data in anonymised form. We conduct this modelling for
a variety of reasons, for example, for risk assessment purposes to make decisions about you,
such as your likelihood to claim. However, we may also use your personal information in that
modelling to make decisions about how we improve and develop our products and services,
or our pricing and underwriting, or to better understand how our prospective customers make
decisions about which policy is the optimal policy (i.e. we are not making decisions directly
about you).
10. How to contact us about this privacy notice
Our Data Protection Officer is in charge of answering questions about this privacy notice or
your requests to exercise your rights which are set out below. The Data Protection Office may
be contacted at U K Insurance Limited, Churchill Court, Westmoreland Road, Bromley BR1 1DP.
You may contact us at the address above for one or more of the following reasons:
1. To ask us to fix information about you that is wrong or incomplete, or to delete personal
information about you (the so-called “Right to be Forgotten”).
2. To tell us you no longer agree to, that you object to, or that you wish to restrict us using
information about you and ask us to stop.

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 3. A right of access, namely to ask us to provide you with a copy of all of the personal
information that we have about you. To receive this information please write to the Data
Rights Team, U K Insurance Limited, Churchill Court, Westmoreland Road, Bromley BR1 1DP.
4. A “data portability” right, namely to obtain and reuse the information that you have
provided to us for your own purposes across different services. You may ask for this
information to be provided directly to you or directly to another organisation. We will
provide the information in a machine readable format so that another organisation’s
software can understand that information.
5. To ask us not to use information about you in a way that allows our computer systems
to make decisions about you (as explained in section 9).
Sometimes we will not be able to stop using your personal information when you ask us to
(e.g. where we need to use it because the law requires us to do so or we need to retain the
information for regulatory purposes).
In other cases, if we stop using your personal information, we will not be able to provide
services to you, such as administering your insurance policy or servicing your claim.
We will tell you if we are unable to comply with your request, or how your request might impact
you, when you contact us.
Complaints
If you have any concerns about the way in which we are using your personal information,
please contact our Data Protection Officer in the first instance and we will endeavour to
resolve your concern. However, you do also have the right to complain about how we treat
your personal information to the Information Commissioner’s Office (“ICO”). The ICO can
be contacted at:
ICO website: https://ico.org.uk/global/contact-us/
ICO telephone: 0303 123 1113
ICO textphone: 01625 545860

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 How To Claim, How To Complain
and Our Regulator
How to make a claim Please call

While you are away: 0345 609 0453

• If you are injured or ill while you +44 1252 763 658 from abroad
are away, call our Emergency Lines are open 24 hours a day,
Assistance Service 365 days a year
• Non-emergency claims 0345 609 0453 in the UK
+44 1252 763 658 from abroad
Lines are open 9am to 5pm
Monday to Friday
• Legal Costs claims 0345 246 2071 in the UK
+44 1275 557 946 from abroad
Lines are open 24 hours a day,
365 days a year

How to complain
If you need to complain:
• For issues relating to the purchase or administration of your insurance (including any
upgrades and endorsements) or a claim you have made:
– Please call us on 0345 609 0453.
– If you wish to write, then please address your letter to Customer Relations, P O Box 1150,
Churchill Court, Bromley BR1 9WA.
• You can refer complaints about claims under Section G to arbitration instead (where an
independent person, known as an arbitrator, makes a decision to settle the dispute). The Arbitrator
will be a solicitor or barrister or other suitably qualified person that you and we agree on. If we
cannot agree then we will ask the Chartered Institute of Arbitrators to decide. The Arbitrator’s
decision will be final and whoever does not win will have to pay all costs and expenses.
If we cannot sort out the differences between you and us, you can take the matter to the
Financial Ombudsman Service (FOS). It is an independent organisation that operates
according to the rules made by the Financial Conduct Authority.
Their address is: The Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Phone: 0800 023 4567 or 0300 123 9 123. You can visit the FOS website at www.fos.org.uk
The FOS will contact us for you. The FOS will tell you its decision direct. Being referred to the
FOS will not affect your legal rights.
If you are a business and for any reason your complaint falls outside of the jurisdiction of the
FOS then we will still respond to your complaint but if we cannot sort out the differences
between us you will not be able to refer the matter to FOS. However, this will not affect your
legal rights.
Details about our regulator
U K Insurance Limited is authorised by the Prudential Regulation Authority and regulated by
the Financial Conduct Authority and the Prudential Regulation Authority. Registration number
202810. The Financial Conduct Authority website, which includes a register of all regulated
firms can be visited at www.fca.org.uk, or the Financial Conduct Authority can be contacted
on 0800 111 6768. The Prudential Regulation Authority website can be visited at
www.bankofengland.co.uk/pra, or the Prudential Regulation Authority can be contacted
on 020 7601 4878.
The Financial Services Compensation Scheme
General insurance claims are covered by the Financial Services Compensation Scheme.
Full details of the cover available can be found at www.fscs.org.uk. U K Insurance Limited
is a member of this scheme.
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 Braille, large print or audio format?
If you’d like this information in another
format, call us on:

Contact phone number: 03457 888 444

Relay UK: 18001 03457 888 444

Platinum Travel Insurance is underwritten by U K Insurance Limited.

Registered in England and Wales No. 1179980. Registered Office: The Wharf, Neville Street,
Leeds LS1 4AZ. U K Insurance Limited is authorised by the Prudential Regulation Authority
and regulated by the Prudential Regulation Authority and the Financial Conduct Authority.
National Westminster Bank Plc. Registered No. 929027, England and Wales.
Registered Office: 250 Bishopsgate, London EC2M 4AA. Authorised by the
Prudential Regulation Authority and regulated by the Financial Conduct Authority
and the Prudential Regulation Authority.
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