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Skiing, Sports and Activities

Q: Is my insurance valid if I ski off-piste?

A: Under our Winter Sports policies, we cover on and off piste Skiing and Snowboarding in resort as standard for no additional premium (under activity pack three). We define ‘in resort’ as an area which has prepared ski runs and groomed slopes and is serviced by lifts and tows which operate seasonally. If you are skiing or snowboarding outside of this defined area, you may need to purchase an additional activity extension pack. Please see our winter activities list for more information, or give us a call.

Q: What sports, activities, winter sports are covered?

A: We cover over 100 sports and activities as standard for no additional premium, and also offer you the option to extend your cover to include many more. For more information please visit our activity pack page

Q: Is scuba diving covered?

A: Yes, scuba diving up to 30m (with appropriate PADI or relevant qualification) is covered as standard on all of our policies. Your policy can be extended to cover dives to 40m by buying an activity extension top up. For more information visit the Options page of our quote process, or call us on 0345 1 253 880

Ages and Traveller Groups

Q: What is the definition of ‘family’?

A: We define a family as two adults and their dependent children, where the children are under 18 years of age, living at home and in full time education.

Q: What is the definition of ‘adult’?

A: We define an adult as someone who is 18 years old and over.

Q: What is the definition of ‘child’?

A: We define a child as a dependent, who is under 18 years of age, living at home and in full time education.

Q: Can my partner and/or children travel independently on an annual policy?

A: On our Multi Trip policies, adults are covered to travel together and independently. Children under 18 are not covered to travel independently unless they are travelling either to be with, or home after being with, an adult insured on the policy.

Q: What is the definition of a ‘couple’ on an annual policy?

A: A couple is defined as two people in a romantic relationship, who have been living together at the same address as a couple for at least six months.

Q: Do you insure people aged 65 and over?

A: Yes we do, our Single Trip policies have no upper age limits and our Multi Trip policies cover people up to 74 years old. Only our Gap Year policy has a maximum age limit of 55.

Q: Can children be insured without adults?

A: We can offer cover for Children without an adult on the policy, however to discuss this further you will need to speak to a member of our customer services team directly on 0345 1 253 880.

Q: What can I do if I am older than the maximum age limit for the policy?

A: If you exceed the maximum age limit for one policy, we may be able to offer you a different policy, for example a Single Trip instead of a Multi Trip. To discuss this further please call us on 0345 1 253 880.

Medical Conditions

Q: Do you cover pre-existing medical conditions?

A: Yes, we are able provide cover for hundreds of common and more serious conditions. When you obtain a quotation you will be given the opportunity to declare all of your medical conditions via our specialist system.

Q: Do I have to pay medical bills abroad?

A: If you need to seek Outpatient medical treatment, bills less than £500 should be paid by you at the time and claimed on your return. It is very important to obtain an itemised receipt for any monies paid for medical treatment for your claim. If the costs are more than £500, or if you need to seek Inpatient treatment, please contact our emergency assistance company as soon as possible so they can liaise with the hospital directly.

Miscellaneous

Q: Is my insurance valid if I work abroad?

A: We provide cover for working and volunteering abroad as standard, however we do not cover any form of manual labour, which we define as ‘the lifting or carrying of heavy items in excess of 25Kg, work at a higher level than two storeys or any form of work underground’.

Q: Is there a 24-hour emergency service?

A: Yes, we offer a doctor managed emergency medical helpline which is available 24 hours a day, every day of the year. To contact them simply call 01732 853 333.

Q: How many days can I be abroad on a Multi Trip policy?

A: Our Multi Trip policies provide cover for unlimited trips throughout the 12 month life of your policy, as long as each trip is less than 31 or 45 days (depending on the level of cover you purchase).

Q: Am I insured to travel if I’m pregnant?

A: Our policies include emergency medical cover for pregnancy and childbirth from week 0 to week 28 whilst you are away.

From the start of week 29 to week 40 of the pregnancy, there is no cover for claims relating to normal pregnancy and normal childbirth or cancellation, however, medical expenses and cancellation cover will be provided if any of the following complications arise: Toxaemia, Gestational hypertension, Ectopic pregnancy, Post-partum haemorrhage, Pre-eclampsia, Molar pregnancy or hydatidiform mole, Retained placenta membrane, Placental abruption, Hyperemesis gravidarum, Placenta praevia, Stillbirth, Miscarriage, Emergency Caesarean, A termination needed for medical reasons, Premature birth more than 12 weeks (or 16 weeks if you know you are having more than one baby) before the expected delivery date.

Please note we will not cover denial of boarding by your carrier so you should check that you will be able to travel with the carrier/airline in advance as regulations vary from one carrier/airline to another.

Q: If I become pregnant after I buy my policy, will I still be covered?

A: Of course, pregnancy is a natural and wonderful event – it is not a medical condition, and therefore there is no need to even inform us of your pregnancy (unless you have any related medical conditions such as high blood pressure). For more information, please read our ‘Am I insured to travel if I’m pregnant?’ FAQ above.

Q: Can I change my European Multi Trip policy to World Wide?

A: Of course, you can upgrade you cover by calling us on 0345 1 253 880.

Q: Do Multi Trip policies cover UK trips?

A: Yes, any pre-booked UK holidays of three nights or more are covered.

Q: Are there any countries excluded under Boots travel insurance?

A: Our insurance does not provide any cover for travel to destinations deemed unsafe by the FCO. For more information about your specific destination, please visit the FCO website.

Q: If I find that the policy I have bought does not suit my needs, am I entitled to a refund of my premium?

A: Yes, we offer a 14 day cooling off period on all of our policies, to allow you time to read through your documents and ensure the policy meets your needs. If you find the policy does not meet your requirements, simply call us within 14 days for a full refund, or to discuss upgrading or changing your cover. Contact us on 0845 1 253 880

Q: I am travelling on a business trip, will this policy cover me?

A: Yes, our policies cover business travel as standard. If you would like added protection for your business trip, we do offer a business extension for an affordable additional premium, which covers your business equipment against loss, theft and damage, business money, samples plus much more.

Q: Some of the items I intend to take on my trip are worth more than the single article limit. Can I buy any ‘top up’ cover to increase the sums insured?

A: No, regretfully this is not an option. We would however suggest that you check with your household contents insurer as cover may be provided under an ‘all-risks’ policy for higher sums, so whilst we are unable to insure items beyond the inner limits, your household insurer may be able to assist you.

Q: I'm a Boots Travel Insurance customer from before the 29th April 2015. Who do I contact?

A: For enquiries, MTA’s or cancellations, please contact:

bootstravelinsurancesales@aig.com
Office opening hours 9am – 5pm Monday to Friday

 

For complaints, please contact:

bootscustomercare@aig.com

 

For medical assistance:

Phone: +44 (0) 1273 401 511
Fax: +44 (0) 1273 376 935
Phone lines are open 24 hours a day, 7 days a week

 

For claims:
Boots Travel Insurance Claims Department

Address: PO Box 60108
London
SW20 8US

Q: I'm a Boots Travel Insurance customer who renewed my multi-trip policy before the 29th May 2015. Who do I contact?

A: For enquiries, MTA’s or cancellations, please contact:

bootstravelinsurancesales@aig.com
Office opening hours 9am – 5pm Monday to Friday

For complaints, please contact:

bootscustomercare@aig.com

For medical assistance:

Phone: +44 (0) 1273 401 511
Fax: +44 (0) 1273 376 935
Phone lines are open 24 hours a day, 7 days a week

For claims:
Boots Travel Insurance Claims Department

Address: PO Box 60108
London
SW20 8US

Trip Disruption Cover

Q: Am I covered for disruption due to natural disaster?

A: Yes, our policies provide cover either as an optional extra under our Bronze and Silver policies or as standard under our Gold and Platinum policies, for disruption due to natural disaster on your outbound and inbound flight. For more information please visit our policy wordings.

Q: I’m due to go on holiday soon and there has been a natural catastrophe, which may cause some travel disruption. Will I be able to claim if my trip is disrupted?

A: We would consider a claim, as long as the natural disaster happened after you booked your trip, and after you had purchased your insurance policy.

Q: My outbound flight has been delayed due to a natural catastrophe, what should I do?

A: If your outbound flight from the UK is delayed by 24 hours or more because of a natural disaster, we will cover the pre-paid costs of your holiday (up to the policy limits) which you cannot recover from any other source.

Q: My flight has been cancelled, so I have decided to travel by alternative means so I can still go on my holiday. Do you cover additional costs for this?

A: If the airline has cancelled your flight it is their responsibility to offer you an alternative flight, or a full refund of your ticket – depending on the circumstances. For more information on your rights, you can visit the Civil Aviation Authority website.

Q: I’m stranded abroad as my flight has been cancelled. Can I claim for accommodation and food?

A: If the airline has cancelled your flight it is their responsibility to provide accommodation and compensation until alternative arrangements are made.

Q: I’m stranded abroad and I need to make alternative travel arrangements to get me home. Can I claim for this?

A:If your return flight home is delayed more than 24 hours due to force majeure (e.g. natural catastrophe) we will cover the costs of alternative travel expenses up to a similar standard to that originally paid for by you.

Q: I’m stranded alone abroad and my pet is in cattery/kennels, can I claim for the extra charges that I have to pay?

A. Unfortunately unexpected cattery and kennel fees are not covered under our policies if you are stranded abroad.