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Frequently asked questions

If you have any questions about travel insurance, we’re happy to help. You can find answers to our most frequently asked questions below. It’s often the fastest way to find help – including how to make changes to your policy, what’s covered and how to make a claim. If you can’t find the information you need below, please get in touch via email at info@ehicexpand.com or call us on 0208 770 2752 (open Monday to Friday 9am – 5pm, closed on Saturday and Sunday).

Before You Go

Your policy documents were sent to you via email when you purchased. We also recommend taking printed copies of your Policy Certificate and Policy Wording with you when you go. They contain emergency phone numbers you might need while you’re away. Having printed documents can also help you with receiving fast medical treatment, as you may be asked to produce your insurance documents by medical practices or hospitals abroad.

Buying Your Policy

Each adult is covered to travel independently. Children are not covered to travel independently and are only covered if they’re travelling with one of the adults named on your policy.

You can insure up to six of your dependent, adopted or fostered children on your policy, provided they are aged under 18 and are either living with you or in full time education.

Annual travel insurance gives you the flexibility to get away as often as you like – there’s no limit on the number of trips. It’s worth thinking about the maximum amount of time you’re likely to be away for each trip – the maximum trip duration is 31 days per trip (or 45 or 60, if you have purchased the additional policy option for longer trips). If you already have a policy and need to insure a longer trip, please get in touch at info@ehicexpand.com or call us on 0208 770 2752.

Unfortunately, our policies will not cover you if you’ve already left the UK. For help with finding cover, the British Insurance Brokers Association can help you find local brokers who may be able to help with a tailored policy.

Policies are only available to residents of the United Kingdom who are registered with a General Practitioner in the United Kingdom.

For Annual Multi-Trip policies, cancellation cover starts on the date you enter as your policy start date. So if you have already paid for part of your trip, start your policy today to make sure you have cancellation cover in place. We offer a 14-day cooling off period – so if you change your mind you can still cancel your policy and receive a refund, provided you don’t intend to make a claim and have not travelled on the policy.

Most sections of the policy carry an excess. This is the first amount of any claim that you will have to pay, and applies per person, per section. When you make a claim, this will be deducted from the final amount we pay you – so there’s nothing to pay upfront.

The amount may vary depending on the level of cover you’ve chosen, and there are ways you can reduce your excess. For example, you can choose the Excess Waiver policy option when you buy your policy. . If you are able to make use of reciprocal health agreement whilst you are travelling this will reduce your medical bills and in return, we will waive your policy excess on your medical claim.

You are covered for trips in the UK providing you have at least one night’s pre-booked and pre-paid accommodation.

The maximum age limit is 85 on Single Trip and Annual Multi-Trip policies. If you’re going on a ski trip, it’s worth noting that we offer winter sports cover up to and including age 69.

You will not be covered under this policy for any claims arising directly or indirectly from a pre- existing medical condition. You can choose to exclude your medical condition, but this means you wouldn’t be covered to make a claim if anything happened which is either directly or indirectly related to it. If you require cover for pre-existing medical conditions then please visit our alternative European Travel Insurance policy website and declare relevant medical conditions. When you go through a quote online on the Europe Plus website, you’ll be taken through some questions about your medical conditions and can be screened for conditions you would like to be covered for. You may prefer to speak to a member of our team on 0208 770 2752 .

Unfortunately, we aren’t able to provide cover for a child on their own policy. They would need to be included on a family policy and travelling with one of the adults named on the policy.

Claims

Submit a claim online at www.reactiveclaims.com or contact Reactive Claims on:

Tel: +44 (0) 1420 259 049 | Email: info@reactiveclaims.com

Claims queries for policies issued before 24/12/2021:

Information on making a claim under MAFRE policy is available by visiting: www.travelclaimsservices.com/Claims

Coronavirus (Covid-19)

Please visit our COVID-19 information page by clicking here

Customer Service And Policy Admin

Your policy is sent to you automatically by email right after you buy your policy. It’s worth checking your junk or spam folder. If it’s not there, please email us at info@ehicexpand.com. We’ll check your email address is correct and get it re-sent to you.

Yes, if you want to upgrade your level of cover or upgrade your Single Trip policy to Annual Multi-Trip cover, we can help you with that. You can also upgrade your policy to a different geographical limit, add winter sports cover, cruise cover upon payment of additional premium subject to terms and conditions. However once the policy has been purchased you are unable to downgrade cover or add an excess waiver to the policy. Speak to a member of our team on 0208 770 2752 or email info@ehicexpand.com.

If you decide your policy isn’t right for you, you can cancel it within 14 days of purchase and receive a refund, provided there are no claims pending on the policy and you haven’t already travelled. This policy is subject to a cancellation fee of £5.00.

To cancel your policy, please contact us at info@ehicexpand.com or on 0208 770 2752 quoting your policy number.

If you need to change names and/or your address, please contact us at info@ehicexpand.com quoting your policy number.

Unfortunately, we can’t extend your policy for you whilst you are away. However, the policy automatically extends if you need to extend your trip due to unforeseen reasons such as your return flight being cancelled, or if you fall ill and have to stay in hospital (provided the illness or injury is covered by your policy).

If you would like to opt out of automatic renewal, please contact us at info@ehicexpand.com quoting your policy number.

You may cancel your insurance policy within 14 days of purchase – we’ll provide a refund, provided you have not made a claim and you haven’t already travelled during the 14 days. This policy is subject to a cancellation fee of £5.00.

To cancel your policy, please contact us at info@ehicexpand.com. You can choose to cancel your policy after this 14-day cooling-off period, but you will not receive a refund.

Here’s how to make sure your complaint goes to the right team: In the first instance please email complaints@ehicexpand.comcomplaints@ehicexpand.com or alternatively, send your complaint to: The Customer Service Manager, Expand Travel Insurance, Brookwood House, 2b West Street, Ewell Village, Epsom, Surrey, KT17 1UU.

For complaints about how an assistance case or claim has been handled please contact: International Medical Rescue, 15 Tollgate, Eastleigh, Hampshire, SO53 3TG or email: complaints@im-rescue.com.

If you are still unhappy about our service, you can contact the Financial Ombudsman Service: Financial Ombudsman Service Exchange Tower, Harbour Exchange Square, London, E14 9SR, or email: complaint.info@financial-ombudsman.org.uk or phone: 0800 023 4567.

We aim to deal with any complaint within 24 hours of receiving it. However, we guarantee that you will be contacted by letter or telephone within 5 days. This will either be a response to your complaint or if we aren’t able to provide a full response right away, we’ll let you know why, and give you the details of who will be handling your complaint. If after 4 weeks, we are still unable to resolve your complaint you will receive a further letter to update you on our progress.

If we aren’t able to resolve your complaint after a further 4 weeks, you will receive a letter explaining why. We’ll provide an indication of when you can expect a resolution, and will provide details of your right to refer your complaint to The Financial Ombudsman Service.

Your statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority, Trading Standards Service or Citizens Advice Bureau.

General

You can enter a promo code on the first screen when you get a quote - below the details provided. Just enter your code onto the Promotional code? field.

Medical

No, but if you needed to make a claim for medical costs and your claim related in any way to a pre-existing medical condition, it wouldn’t be covered. You can choose to exclude your medical condition and still purchase this policy.

If you require cover for pre-existing medical conditions then please visit our alternative European Travel Insurance policy website and declare relevant medical conditions. When you go through a quote online on the Europe Plus website, you’ll be taken through some questions about your medical conditions and can be screened for conditions you would like to be covered for. Or if you prefer to speak to someone, just call on 0208 770 2752 (open 10am to 3pm Monday to Friday) and a member of our team will be happy to help.

Sports

A full list of the sports and activities covered can be found in the policy wording here.

Personal accident – This is a lump-sum payment made to you if you suffer a permanent disability or death as a result of an accident. It’s worth noting that you’ll still be covered for medical costs under the terms and conditions of your policy,

Personal liability – This is costs to cover you if you become liable for accidentally injuring someone, or causing accidental loss or damage to their property.

We recommend contacting the organiser to check what insurance they have in place. You may be covered by the organiser’s third party insurance, or it may be possible to find cover through a specialist provider for your particular sport.

Yes, you are covered for scuba diving up to a depth of 18 metres at no extra cost on our policies if you’re with a qualified instructor.

You can find a full list of the winter sports activities covered in the policy wording here.

You can be covered for winter sports up to and including age 69 with our policies. Just add our Winter Sports option.

Yes, when you add Winter Sports to your policy it will cover you both on-piste and off-piste, provided you’re within local ski patrol guidelines or within recognised and authorised areas.

Yes, if your ski or snowboard equipment is delayed by at least 12 hours, we’ll cover you for the cost of hiring replacements until yours turn up.

If you need to make a claim – contact your airline to obtain a property irregularity report, and keep all receipts from the rental shop. You can then submit your claim once you’re back in the UK.

Yes, provided you have paid the additional winter sports premium you’ll be covered to the amounts outlined in your policy wording.

Yes, we offer cover for some sports and activities free with every policy – such as scuba diving up to 18 metres, snorkelling and surfing (on a non-competitive basis).

For a full list of the sports and activities covered, please take a look at the policy wording here.

If your sports equipment is lost, stolen or damaged, it’s covered up to the limit specified for personal possessions and baggage on your policy certificate. Please note that sports items are not covered while they’re in use.

A single item limit applies – which is the maximum you can claim for one item, set or collection. For example, golf clubs you bought as a set would count as one item.

It’s worth noting that we can’t provide any cover for bicycles – so if you’re planning to take them abroad with you, it’s worth checking your home insurance policy to see if they’re covered away from home. There are also many specialist bike insurance policies on the market.

Winter sports equipment is covered if you’ve added Winter Sports cover to your policy.

Terms and conditions apply, so please take a look at <a href="/info/documents">the policy wording here</a>.

If you’ve included cover for winter sports with your policy, we’ll insure lost stolen or damaged winter sports equipment including: skis (including bindings), ski boots, ski poles and snowboards. This includes items you have hired as well as any you own.

It’s also covered while it’s in use, provided it’s being used correctly. However, it’s important to note that it wouldn’t be covered if you leave it unattended – so if you leave them in a ski rack outside a bar or restaurant they wouldn’t be covered.

If your equipment is delayed at the airport, we’ll cover you for the cost of hiring replacement kit – so you don’t have to miss out on the fun. Just remember to get a Property Irregularity Report from your airline as proof.

Yes, if weather conditions close access to the slopes for skiers and you’re unable to ski or snowboard for 24 hours, if winter sports option is selected we’ll cover you to travel to a similar ski area that’s open and cover the cost of your ski passes to get onto the slopes. If there isn’t anywhere available, we’ll pay a cash alternative.

This has to be within the ski season – when you’d expect there to be snow. That’s between 1st December and 31st March in the Northern Hemisphere.

Travel News

Yes, your EHIC is valid until it runs out (even after Brexit). After it expires, you will be able to take out the replacement GHIC card here. These can be used in the same way as the EHIC in EU countries, however it does not entitle you to help in Norway, Switzerland, Iceland or Liechtenstein. Your UK passport may entitle you to necessary healthcare in Norway.

Government advice is to ensure you take out travel insurance as well as carry and EHIC or GHIC abroad. That’s because neither are a replacement for insurance – they won’t cover everything.

For example, not everywhere in Europe has healthcare that’s free at the point of use, and you can still be charged for treatments and services. EHIC also won’t provide cover for things like repatriation costs to get you back home, or mountain rescue.

Unfortunately, there’s no cover if your airline declares insolvency. If this happens, the first thing to do is to find out if your tour operator or flight is ATOL protected. ATOL, or Air Travel Organiser's Licence, offers financial protection for travellers and can help you with getting a refund, as well as arranging flights home if the bankruptcy is announced while you’re abroad.

If you have paid for your holiday or flights by credit card, you may be able to get a refund through your card provider.

Yes, if you’re caught up in an act of terrorism and you’re injured, we’ll cover your medical bills and get you back to the UK if needed. Personal accident cover may also apply in these circumstances, which provides a lump sum payout if you die or suffer a permanent disability.

If the event happens before you go and the Foreign, Commonwealth and Development Office (FCDO) advise against travelling to that country, get in touch with your tour operator or travel provider – as they should be able to help with offering a refund, changing your destination, or your travel dates.

To make a claim, you’ll need to get written confirmation of the delay from your airline. If your flight is cancelled, your airline should offer to either refund you or arrange travel on the next available flight. They have a duty of care to provide you with food and accommodation (including transfer) if necessary. If they don’t offer this, you’re within your rights to arrange all of this for yourself and claim it back through the airline later. Just remember to keep receipts and keep expenditure for food and accommodation within reason for your delay. For example, accommodation would usually be at the nearest reasonably-priced airport hotel with availability.

If you’re at the airport and a delay is announced of four hours or more, call the 24- hour lounge access phone number +44 (0)2380 177466, and we’ll check if there’s space in an airport lounge available for you – so you can relax while you wait for your flight. Please note that the delay must be announced in one go rather than two consecutive two hour delays, for example.

If you haven’t claimed for an airport lounge and your delay exceeds 24 hours, you can claim for travel delay – to cover extra costs at the airport. Or, if you have to abandon your trip after a 24 hour delay, you can claim to abandon your trip – to recoup pre-paid costs for travel and accommodation. If you need to make a claim, you can read the full details of cover in the policy wording here.

If your outbound flight is delayed due to adverse weather, we’ll cover you for travel delay. This includes access to an airport lounge where available, if your delay is expected to be at least four hours, or travel delay costs after a 24 hour delay - to cover essentials at the airport. If you decide to abandon your trip after a 24 hour delay, you’ll be covered to claim for non-refundable pre-paid travel and accommodation costs.

If extreme weather hits your destination while you’re away, you’ll be covered for any medical costs if you suffer an injury. If you are on a cruise holiday and have added Cruise Cover to your policy, you’ll be covered to claim for missing your port departure if it’s as a result of adverse weather, and also be able to claim a benefit for each port or pre-paid excursion you miss due to adverse weather.

What's Covered

Yes, you’ll be covered if complications arise while you’re away, as long as you haven’t suffered from the complications before and travel within the permitted timescale before the due date. There’s nothing you need to do – pregnancy doesn’t need to be declared on your travel insurance documents in the same way that an illness or pre-existing medical condition would.

A full list of the complications covered by the policy can be found under the of your policy wording titled ‘meaning of words’. These include for example, gestational hypertension, pre-eclampsia, miscarriage, and premature births more than 8 weeks from your due date (16 weeks for multiples).

Yes, you’d be covered to claim for cancellations costs if a close relative or person you’re travelling with falls ill before you go, provided the illness wasn’t known about before you bought your policy or paid for your trip (whichever is the later).

What medical circumstances would be considered if you make a claim are detailed on your policy wording, but for example this would include any pending medical investigations, or anything they’ve received prescribed medication for within the 90 days before your period of insurance starts.

Yes – the benefits are all per person, per claim, unless otherwise stated on your Policy Certificate. For example, there’s a maximum limit you can claim per single item if you make a claim for your baggage, and travel delay claims have a set limit per day. You can check exactly what’s covered in the policy wording here.

We’ll cover your medical treatment under the ‘Emergency medical expenses and repatriation’ section of your policy.

We’ll also pay you a ‘hospital benefit’. This is an amount paid to you for each full 24 hours you’re in hospital. This is to cover any extra costs. For example, the public hospitals in some countries can charge for housekeeping services or food.

Please note that exclusions apply – for example any pre-existing medical condition that you haven’t let us know about.

While You're Away

Firstly, please check your Policy Certificate and Policy Wording to see what’s covered under the Loss of Passport benefit of your policy. You may be covered for the cost of obtaining an emergency travel document from the Foreign, Commonwealth and Development Office (FCDO), along with travel and accommodation costs if you need to travel to get them. Please note however, that you will not be covered for the cost of the document itself.

Here’s what to do:

Report the loss or theft of your passport to the local police as soon as possible. You will need to obtain the crime reference details they provide for the Lost or Stolen Passport Notification form. Next, to get the ball rolling with replacement documents, you will need to report your passport as lost or stolen on the FCDO website, or alternatively, give them a call on +44 (0) 20 7008 1500. They’ll let you know where your local FCDO office is to collect your emergency travel document and how long it’s likely to take. You will need to pay for the document and claim it back from us once you’re back in the UK. If you need to travel to collect your replacement document, remember to keep all receipts for travel and accommodation.


Once you’re home, please get in touch with our Claims team.

Here’s what to do:

Firstly, check your Policy Certificate to see what’s covered, along with your Policy Wording. To make a claim for your bag and its contents, you’ll need to obtain a written report from the police or relevant authority within 24 hours of it happening. This is essential to make a claim – without it the claims team cannot make any payment to you.

If you’ve lost money, please also keep receipts for any cash withdrawal you’ve made following the loss. Once you’re back in the UK, please contact the Claims team.

Please notify Mayday Assistance immediately about any illness or accident abroad and need medical treatment, or if you need to return home early. Please phone  + 44 (0)1273 071784 or email operations@maydayassistance.com.

You, or someone on your behalf, must contact them before incurring costs over £500.

Before you call, it’s worth checking your policy documentation to see what’s covered.

If you have an emergency abroad, need medical treatment or have to return early from your trip, please contact Mayday Assistance.


Tel: + 44 (0)1273 071784


They are open 24 hours a day, 365 days a year.

Please contact our emergency medical company Mayday Assistance if you need medical treatment (someone else can do this on your behalf). They will be able to liaise with the treating medical practitioner to determine if repatriation back to the UK is both medically needed and possible. They’ll then make all the necessary travel arrangements.

You may be brought back on an accompanied medical flight or via a scheduled carrier, depending on your medical circumstances.

Our emergency medical assistance company is Mayday Assistance. When you call, they’ll also confirm whether your policy will cover your medical costs and can help you find local healthcare providers. Their multi-lingual staff can liaise with medical practitioners on your behalf, help with arranging medical repatriation flights if needed and make payments for medical costs if your claim is covered. They can also liaise with your family if you’re in hospital.

Tel:+ 44 (0)1273 071784

They are open 24 hours a day, 365 days a year.

Firstly, please check your policy certificate to see what’s covered. Please report any loss or theft to the police and obtain a crime reference number.

If your property has been lost while it’s checked in with your airline, you’ll need to obtain a Property Irregularity Report from them within 24 hours of the loss being discovered.

Once you’re back in the UK, you can request a claim form to be sent to you via email at www.reactiveclaims.com/. You may be asked to support your claim with receipts, proof of purchase or other documents.