FAQ's

What is Travel Insurance?
Travel Insurance is designed to protect aspects of your health, belongings and your investment in your trip.

Are there any exclusions or limitations to the policy?
Yes. This travel insurance does not cover pre-existing medical conditions (A pre-existing medical condition is a medical condition or any illness related to a medical condition which you or your companions knew about when purchasing this insurance) and excludes comparatively high-risk activities. For a complete listing of exclusions and limitations, please refer to the General conditions and General exclusions as shown on pages 22 to 26 of the Policy Document along with the exclusions and conditions which apply to the sections of insurance as shown on pages 27 to 53.

Do I need to carry my policy with me when travelling?
To take advantage of 24-hour emergency assistance, all you need is your policy number and the 24-hour medical emergency number. Although you do not need to carry proof of coverage for coverage to be in effect, some foreign medical providers may wish to see documentation.

I'm going Scuba Diving, am I covered?
Yes, this policy will cover you for scuba diving up to depths of 30 metres as long as you are qualified to do so.
If you are not currently qualified you must dive under the direction of an accredited dive marshal, instructor or guide. You will need to pay an additional premium for cover to apply.
If you wish to dive up to a depth of 40 metres you must be qualified to do so and you will need to pay an additional premium for cover to apply.
In all cases you must keep within the guidelines of the relevant internationally recognised diving or training agency or organisation.

How do you define a family?
A family is defined as an individual and his or her partner provided they have lived together and their dependent children (which can include fostered or adopted children) who are 17 years of age or under at the date of buying this policy and are either in full time education or living with them.
In the case of a single parent family this would be defined as an individual and his or her dependent children (which can include fostered or adopted children) who are 17 years of age or under at the date of buying this policy and are either in full time education or living with them.

If I buy a family policy can my wife travel alone?
Unlike many multi-trip policies, this Annual Frequent Traveller policy does provide cover for insured Adults travelling independently. Children however cannot travel on their own, for cover to apply they must travel with a relative, guardian or person with a legal duty of care, such as a school teacher if they are on a school trip.

How do you define a partner?
A partner is considered a person who is either the main insured person’s husband or wife, civil partner, fiance, fiancee, boyfriend or girlfriend who permanently lives at the same address as the main insured.

Where can I obtain a copy of the Description of Coverage?
This website will link you to the Policy Document. Although you do not have to carry a copy of the Policy Document in order for coverage to be in effect, it is suggested that you do so for handy reference.

When does my coverage begin? When does it end?
The Trip Cancellation protection will become effective immediately upon purchasing your insurance for single trip policies and from the start date of your policy for Annual Multi-trip policies. The remaining coverage and services provided will take effect when you leave your home on an insured trip. All coverage and services will terminate when you return to the United Kingdom or Channel Islands or at the end of the period shown on your policy, whichever is earlier.

Can I cancel my trip for any reason and get all my money back?
No. You may receive a reimbursement if you cancel for a covered reason as outlined in the Policy Document. Covered reasons include, but are not limited to, such unforeseen emergencies as illness, injury or death of you, your travelling companion and/or an immediate family member. Pre- existing conditions are not covered.

What if I change my mind after I purchase this Travel Insurance?
If this insurance does not meet your needs, we will refund your money as long as you email barclaycardtravelinsurance@chartisinsurance.com within 14 days of the cover starting or the day on which you receive the Policy documents, whichever is the later. We will refund your premium within 30 days from the date we receive notice of the cancellation, unless a claim has been made by you within the 14 days that results in the policy being terminated. We will only refund your money as long as you have not travelled or made a claim. Should you wish to cancel your policy outside of the 14 day cooling period you may be entitled to a proportionate refund. Please see the Cancellations and Refunds section on page 12 of the policy wording.

Are there any countries excluded under my insurance?
Yes, your policy does not cover any trip in, to or through the following countries: Afghanistan, Cuba, Liberia or Sudan. No cover is provided for claims resulting from you travelling to a specific country or to an area where the Foreign and Commonwealth Office have advised against all but essential travel.

I will be motor cycling during my holiday, am I covered?
Yes, this policy will cover you while using a two-wheeled motor vehicle provided:
If you are the driver, you wear a crash helmet and you hold a licence which permits you to drive the two-wheeled motor vehicle under the laws of the country where you will be driving (if such a licence is required under the laws of that country).
If you are the passenger, you wear a crash helmet and you have reasonable grounds to believe that the driver holds a licence to drive the two-wheeled motor vehicle under the laws of the country where you be motor cycling (if such a licence is required under the laws of that country).

Am I covered for disruption due to natural disasters?
In the event that your travel plans are disrupted as a result of a natural catastrophe, such as a volcanic eruption or an earthquake, our Natural Catastrophe Cover offers you protection should you need to cancel your trip, or if you are stranded abroad, in the UK or on an international flight connection.

You must have purchased Natural Catastrophe Cover to be able to claim under this section of your policy. Please view the policy wording for full cover details. We cover the following natural catastrophes:
Volcanic eruption
• Flood
• Tsunami
• Earthquake
• Landslide
• Hurricane
• Tornado
• Wildfire
Below are some frequently asked questions which will help you if your travel plans are disrupted as a result of a natural catastrophe. Cover will only apply if the necessary premium has been paid.

My outbound flight has been delayed due to a natural catastrophe, what should I do?
In the first instance, you should contact your airline as they may be able to offer you an alternative flight or reimburse you for the value of your flight.
If you are delayed by more than 24 hours then you can claim up to £5,000 per insured person, should you need to cancel your trip. Alternatively you can claim for reasonable additional expenses such as accommodation and food that you incur during the first 24 hours that you are waiting to depart.

My flight has been cancelled, so I have decided to travel by an alternative means so I can still go on my holiday - do you cover additional costs for this?
If you have been delayed by 24 hours in the UK, we’ll pay up to £200 per insured person for the additional costs you incur rearranging your outbound travel to reach your destination.

I’m stranded abroad as my flight has been cancelled - can I claim for additional accommodation, food etc?
Again in the first instance, you should contact your airline.
If your return journey is delayed for more than 24 hours we’ll pay up to £150 per insured person for each 24-hour period you are delayed, up to a maximum of £750, to cover expenses you incur such as accommodation, food, cost of travel to an alternative point of departure or to alternative accommodation.

I’m stranded abroad and I need to make alternative travel arrangements to get me home - can I claim for this?
If your return journey is delayed by more than 24 hours and your airline, travel company etc is unable to make arrangements for your return journey within 72 hours, we’ll pay up to £2,000 per insured person for alternative travel arrangements to get you home.

I started my journey home, but now I’m stranded on an international connection – am I entitled to claim for expenses?
Again, the best course of action is to talk to your airline to arrange an alternative flight or reimburse you.
If you are delayed more than 24 hours, we will pay up to £150 per insured person for each 24-hour period you are delayed, up to a maximum of £750 to cover additional costs for items such as accommodation, food and drink.

I’m due to go on holiday in a few days time and there has been a natural catastrophe which may cause me some travel disruption - will I be able to claim if my trip is disrupted?
Yes you will be able to submit a claim. Please note that if you purchased your policy within 7 days of departure then the maximum benefit payable will be reduced by 75%.

I’m stranded abroad and my cat is in the cattery, can I claim for the extra charges that I have to pay?
If you are delayed more than 24 hours due to a natural disaster, you can submit a claim for cattery and kennel fees for up to £50 per day up to a maximum of £250.

Am I covered for travel disruption caused by the Icelandic volcanic ash incident?
Although the Icelandic volcanic ash situation has died down and there are no travel disruptions predicted, we can understand that you may be concerned in case a similar situation arises. In that instance, the following would apply:
This type of incident would be covered under Natural Catastrophe Travel Cancellation and Expenses Insurance in our Travel Insurance policy, providing you have purchased the cover.

If you need to submit a claim
If you need to submit a claim, please ensure that you follow the standard claims procedure and provide all relevant supporting documentation.

Your right to complain
Every effort is made to ensure you receive a high standard of service. If you are not satisfied with the service you have received, please contact:

In relation to sales and administration matters:
The Customer Services Manager,
Barclaycard Travel Insurance,
PO Box 2157,
Shoreham by Sea,
BN43 9DH
Phone: 0845 602 7075*
E-mail: barclaycardtravelinsurance@chartisinsurance.com

In relation to claims matters:
The Customer Care Manager,
Barclaycard Travel Claims Department (administered by Travel Guard),
PO Box 2157,
Shoreham by Sea,
BN43 9DH
Phone: 0845 602 7078*
E-mail: barclaycardtravelclaims@travelguard.com

To help us to deal with your comments quickly, please quote your policy schedule/ claim number and the policyholder/insured person's name.

If you are still not satisfied with the outcome of your complaint, you may be entitled to refer the matter to the Financial Ombudsman Service:
The Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London, E14 9SR
Phone: 0845 602 7074*
Web contact: www.fsa.gov.uk/Pages/Doing/Contact