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We have pulled together the most frequently asked questions we have been asked over the past few months, if you can not find an answer to your question here, please contact us:

Getting a quote

I have entered in all my quote information, why has your quote process told me to call you?

We recognise that a computer system doesn’t allow us to assess everybody’s medical condition as there is such variety from person to person, so we may ask you to call in to speak to someone about your situation to determine whether we can cover you or not.

If you are currently awaiting the results of tests, investigations or treatment, or have a very recent diagnosis, then it may be that we need to review your quote in about 4-6 weeks time. This is so we are certain of your medical situation and can provide an accurate and bespoke quote.

We can sometimes provide cover in the meantime, but it could be that your policy excludes any cover for the condition for which you are awaiting tests or treatment, and any claims arising as a direct result of them.

When I go to enter my medication, the system does not recognise it

This could be because we don’t have your medication on our system, but more often than not it’s because we just have the generic, ‘scientific’ name for the medication instead of the trade name.

i.e we do not have Xanax listed on our system, but we do have its generic name Alprazolam

If you have tried entering both the generic name and the brand name, it’s likely that we don’t yet have this medication listed. In this instance, we will need to add this medication to your quote/policy manually. You can do this by speaking to a customer service advisor.

When I enter in my medication, my condition is not listed. What do I do?

In this instance, it could be that your medication is not linked to your specific condition on our system. Please contact a member of our customer service team so that they can amend this for you manually, and go through the medical screening process with you.

I have run through a quote and want to make a change, what do I need to do?

You can speak instantly with one of our Customer Service Team on Live Chat – simply click the button on the right hand side of your screen, or give our UK based Call Centre a call on 02038 293 875.

Which medical conditions do I need to declare?

If you have ever been diagnosed with any of the following, you will need to declare this to us:

  • A heart condition
  • Any type of cancer, even if in remission
  • Any type of diabetes
  • Any type of stroke
  • A breathing condition
  • A gastro-intestinal condition
  • A mental health condition
  • Any other chronic condition
  • Any condition monitored or treated regularly
  • Any condition for which you are taking prescribed medication

You do not need to declare pregnancy or any form of contraceptive medication that you may have been prescribed, unless they have been prescribed for other conditions.

Please make sure that you are screening the condition for which you have had treatment, not just the treatment itself. For example, if you have had a heart bypass you will need to declare the underlying condition, e.g. coronary heart disease, as well as the bypass.

How do I check that I have completed my online quote correctly?

You can speak instantly with one of our Customer Service Team on Live Chat – simply click the button on the right hand side of your screen, or give our UK based Call Centre a call on 02038 293 875.

I have a combination of medical conditions, can you still cover me?

Yes Insurancewith offer cover for people with multiple medical conditions, however all the conditions will need to be medically screened separately.

I am taking medication and my condition is controlled do I still need to declare it?

Yes, you need to declare all medical conditions including those that are under control, otherwise a claim may be declined if all accurate and relevant information is not disclosed.

How do I make sure I have given you all the information you require?

All we ask is that policy holders take reasonable care to answer any questions that we ask you fully and accurately, and that any information volunteered is not misleading.

Why do I need cover for my existing medical condition?

If you have not told us about your existing medical condition you will not be covered for any claims under the Cancellation or Curtailment, Medical Expenses, Hospital Benefit and Personal Accident sections if they arise directly or indirectly as a result of the pre-existing medical condition.

Will I be paying a high premium because of my medical condition?

All premiums are based on individual circumstances, depending on the medical condition there may be an additional charge to cover it.

Should all of my travelling party be under the same policy, even those without pre existing medical conditions?

Travelling companions insured with different insurers may not be covered for their companions pre-existing medical conditions. It is recommended that all travellers are insured on the same travel insurance policy.

What hazardous or dangerous activities or sports am I covered for under the Insurancewith policy?

There are over 400 sports and activities which are covered as standard on the policy, others can be included for an additional premium. Please check the activity packs on the quote pages or on this activity packs page.

I am still having treatment for my medical condition will you still be able to cover me?

Yes in some instances we are able to offer cover.

How do I retrieve my quote?

You can retrieve your quote by entering your email address and quote number here: www.insurancewith.com/retrieve-a-quote/

Your quote number is a nine-digit reference number beginning with the number ‘6’, and should be included in your quotation email and attached documents.


What is a policy excess?

This is the first amount of a claim which is payable by the insured before the insurance cover kicks in. This is exactly the same as the first £50 paid towards your windscreen when it breaks. For example if you incur medical bills totalling £200 and the policy excess is £65, then you will pay £65 and the insurance company will pay £135. If you have a pre-existing medical condition you may be asked to accept a higher policy excess just on this condition. Usually it will apply to all sections of cover so remember this increased excess may wipe out your cancellation cover entirely

What is my medical excess?

It’s only our Emerald and Sapphire levels of cover which have policy excesses of £75, but sometimes you may be given something called a medical excess.

You can check if you have one of these applied to your policy by checking your policy schedule.

This excess does not apply to every claim made on your Insurancewith travel policy, but just claims made as a direct result of your declared medical conditions. For example, if you had declared to us that you had coronary heart disease and we accepted and provided cover, but then you had to cancel your trip due to your condition worsening or you needing further treatment, we would apply the medical excess to this claim.

However, if you fell and broke your ankle prior to your trip and had to cancel, but had no previous history of fragile bones or were not taking medication that weakens your bones, we would only apply the basic policy excess to this claim (£75 or less).

There’s more information on this here: http://www.insurancewith.com/medical-excesses/


Making a claim

How do I make a claim?

If you need to make a claim under your gadget and mobile phone policy

Please contact Supercover Claims on +44 (0) 2037 949 297

If you need to make a claim under your trip disruption policy

Please contact MGACS Claims on +44 (0) 203 540 4422 or email a member of the team on info@mgacs.com

If you need to make a claim under any other part of your policy

If you’re unfortunate enough to have to make a claim on your Insurancewith policy, our friendly and experienced claims team from Travel Claims Facilities are here to help and make your claim as smooth and hassle-free as possible.

Whilst not every claim will be successful, our appointed Claims Team will actively make sure your claim is dealt with fairly and promptly based on the terms and conditions set out in your policy wording.

To make it easier for our dedicated Claims Team to process your claim, you can follow the guidelines below:

  • Please write clearly and legibly when filling out your claim form – we recommend using block capitals and a black pen
  • Please provide as much information about the circumstances surrounding your claim as possible – if there isn’t enough room left on the claim form, please use a separate sheet of paper
  • If you are making a cancellation claim, make sure you obtain a claim form before you ask your doctor for a medical certificate
  • Please make sure you provide all of the necessary documentation that is needed to support your claim – at each end of each section in your policy wording, there is a section headed ‘What to do if you have to make a claim’, which tells you what is required in each case
  • Make sure you keep a copy of any documentation that you send to the Claims department in case anything is lost in the post

The claims team at Travel Claims Facilities strive to provide the best possible service.

  • Claims forms: You can download your claims forms from this page
  • Turnaround time: 5 – 10 working days from the receipt of a fully completed claims form
  • Phone calls: Calls should be returned within 48 hours, however during very busy periods of the year this may be longer
  • Letter response: Written correspondence will be responded to within 10 working days of receipt
  • Please note, our personal possessions cover is not ‘new for old’ and an amount for age, wear and tear will be deducted. Details of wear and tear deductions are available here.

It is our aim to give a high standard of service and to meet any claims covered by these policies honestly, fairly and promptly. We occasionally get complaints and these are usually through a misunderstanding or insufficient information. Any complaint will be investigated at once and the matter resolved as quickly as possible.

Where do I download a claims form?

You can download a claims form for any part of your travel insurance policy here: http://www.insurancewith.com/claims-forms/

Please bear in mind that if you need to make a claim for a gadget or trip disruption, the claims procedure is different and can be found here:  http://www.insurancewith.com/claims-department/

What happens if I become ill after taking out the insurance?

The cover under the cancellation section of the policy begins as soon as the premium is paid (unless the cover is excluded) so you can ask your doctor to confirm that you are unfit to take the planned trip and submit a claim in the usual way.

The situation is less clear-cut when you still wish to travel as booked. No-one is covered to travel:
a) against the advice of their doctor
b) in the knowledge that they may need treatment while they are away
c) if they have been given a terminal prognosis
d) if they are under investigation, awaiting or receiving hospital treatment or test results (unless already agreed under the policy)
These are specific conditions and exclusions in the main body of the insurance contract and are quite separate matters from those raised by the screening procedure.

1. If you have already paid the final balance and none of the above apply then you should contact the underwriters to discuss the situation and the possible risks attached to travel to ensure you are fully covered.
2. If the final balance has yet to be paid then you should only pay if you are reasonably certain that there is no likelihood of a subsequent cancellation due to the new health condition. If the likelihood of a cancellation claim is significant then it is not reasonable to increase the exposure of the insurers to the risk by paying further monies as these will not be recoverable.
3. The insured is duty bound to act at all times “as if uninsured”, in other words to be as careful with insurers monies as he/she would be with their own. Our advice therefore, is that in order to avoid misunderstandings in these circumstances, you should discuss all the facts with underwriters so that a course of action can be agreed and any consequences fully explained both verbally and in writing.

What is the claims turnaround time?

Our current claims turnaround time is 15-20 working days*


*as of 20th July 2017

What's the fastest way to get my claims processed?

Submit your claim by downloading a claims form and either emailing it in, or posting it in with original receipts attached.

Top tip: Make sure all documentation included on the documentation checklist is included or supplied with your claims form


Why is it so hard to find a travel insurer who will cover my pre-existing medical condition at a sensible premium?

In the past, travel insurance medical screening systems based their assumptions on a person’s medical condition using the same databases and analysis as life insurance companies. This meant many providers were risk adverse. Travel underwriters, who are financial risk experts rather than medical experts, avoided severe conditions such as cancer and genetic diseases as life threatening risks best avoided, on the presumption that they would incur hugely expensive claims. This attitude does not reflect modern improvements in medical treatments and outcomes. This is slowly beginning to change – many relatively healthy people, who just happen to be living with cancer or other medical conditions, can go on normal family holidays and are no more likely to be taken ill during that fortnight abroad than anyone else. The ethos behind Insurancewith is to fully understand the medical condition of the individual, and the actual risks they pose, and not rate on the perceived risk of the condition.

How does my travel insurance company decide how much of a risk I am to them?

In most cases the insurance company will review its previous claims experience and then use this as the basis of its criteria to determine what risks they are prepared to cover. If you are turned down for insurance this may mean that they are not able to consider your case in sufficient detail to differentiate between you and others with the same diagnosis but at a different stage of treatment. By fully understanding the condition Insurancewith is able to differentiate.

Why won’t my travel insurance company accept a letter from my doctor confirming that I am fit to travel?

When a patient asks his/her doctor the question “is it ok for me to go on holiday”, his/her GP typically weighs up the pros and cons in relation to the patient’s existing state of health, for example:
Is a flight in a plane or a cruise or a long coach trip going to make him/her worse than he/she is already? Is he/she going to be miles away from adequate medical facilities? Is the risk of acute illness requiring treatment more likely on holiday than at home? What the insurance company really need to know is: What is the statistical likelihood of this person needing to see a doctor or receive any treatment between the date they buy the policy and the date they return home?
This is because the insurer is ‘on risk’ for cancellation of the holiday, not just the risks associated with medical treatment abroad. In practice, on most travel insurance schemes, at least 60% of the monies paid out is for refund or cancellation fees.

Why does it cost so much more to insure a trip to Florida than Paris?

This is due to the huge difference in cost of medical treatment, and attitudes in North America compared to Europe. In the UK we tend to take a more common sense approach so that someone who gets a bump on the head after tripping up will call their GP and once it is established they are not suffering from concussion, vomiting, seeing double or bleeding profusely, be told in all probability to take a couple of pain killers and lie down in a darkened room for a bit. The same incident in the US will lead to X-rays, brain scans, possible admission for 24 hours and the opinion of a consultant – all of which will cost your insurer several thousands of dollars. Doctors in the US are scared of being sued for medical malpractice to the extent that they refuse to leave anything to chance. They are also unable to distinguish between a travel policy and a US private medical policy, so will assess the amount of medical expenses based on the maximum cover provided in your policy. If your policy has a maximum cover of $5m, they will look to spend it!

What will happen if I do not tell the insurance company about my medical condition?

You are obliged to be open and honest with your insurance company and if they discover that this is not the case they have the legal right to void your entire policy and in extreme cases they may even take legal action for fraud. If there is any doubt as to whether the underlying declared condition has led to the claim then the claims handling agent acting for your insurance company will ask the person who has the medical condition to sign a copy of the 1988 Medical Reports Act enabling them to contact their doctor directly, explain all the circumstances and ask his/hers professional opinion. You do have the right to see any report your doctor gives beforehand and to object to any parts of it you do not wish them to see or think are inaccurate. If you refuse this permission altogether then they will not be able to obtain this confidential data from your doctor, but they will be within their rights to decline your claim.

Do Insurancewith only offer travel insurance cover for high risk medical conditions?

No we also offer travel insurance cover for the majority of medical conditions and combinations of medical conditions for example asthma, diabetes, high cholesterol, high blood pressure and the like.

What is an EHIC card, how is it obtained and is it enough?

This is a form which confirms a traveller’s status as a resident of a Member State of the European Union. Agreements between the EU Member States mean that discounts on the cost of treatment can be obtained at each other’s state medical facilities on a reciprocal basis. It does not cover 100% except in an extreme emergency and it will not cover the cost of repatriation, so it does not replace your travel insurance, but its use will reduce the medical costs incurred. This means we are sometimes able to offer better terms for trips to EU Member States when an EHIC is carried and used. Unlike the E111 which it replaces, every individual travelling will need their own EHIC card, even infants. To obtain one you can get a form from the Post Office, complete it and hand it in or send it to the address on the back of the form. You can also apply online. Apart from the names and addresses of the applicant the only other information needed is a National Health number. An EHIC card will be valid for at least two years after this time a foreign hospital may challenge the validity despite the UK assertion that it is valid for a lifetime as they are concerned about the validity of home address. In most EU Member States, especially in the well established tourist resorts, although the private hospitals may look superior, offering private rooms, matching duvets and curtains, cable TV and visitors accommodation, the medical care is often sub standard. Some countries do not even require staff in privately run clinics to be fully qualified. Insurancewith would always recommend people with pre-existing medical conditions locate the best state hospital in the area they are in. It is worth researching online in advance and adding the telephone numbers into your mobile for emergencies. We especially recommend this if travelling with a child with a pre-existing medical condition as private clinics rarely have paediatric consultants. In some countries, notably Spain and Switzerland, the EHIC is being regularly refused, a situation which the Government is addressing but be prepared to pay in Spain, even in a state hospital. In other countries (Greece, Greek Islands and Cyprus) you may not like the standards of nursing care offered in the state facility as there is a local expectation that the personal care, food, washing etc. would normally be provided by relatives, and your travel insurer will often cover additional private nursing care in the state hospital.

I have free travel insurance with my bank account/credit card will they automatically cover me for my pre existing medical condition?

One third of British holidaymakers pay for some part of their holiday using a credit card, and with 75% of card providers offering travel insurance, many choose to use these policies rather than looking for separate, proper cover. However, there is a growing rate of people in the UK, going on holiday without correct holiday insurance. Many are due to misunderstandings over their free credit card cover. When considering using travel insurance provided by your credit card company or bank, it is important to pay close attention to the small print and minor details of the policy – this will prevent you from falling into any traps or clauses in the cover provided

When should I purchase my travel insurance?

It is advisable you check that it is possible to obtain full travel insurance for the area of the world, to which you intend to travel, before arranging a holiday. Once you have determined that you will be able to obtain travel insurance, the cover should be purchased as soon as possible after you have booked the holiday. Subject to the terms and conditions of your policy the travel insurance policy will protect your financial investment should you need to cancel.

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