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FAQs

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:

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.

I would like to check I have completed the quote correctly on line, what is the best course of action?

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.

Who are Insurancewith?

Insurancewith is a trading name of Infinity Insurance Solutions Ltd, which is authorised and regulated by the Financial Conduct Authority. Insurancewith was specifically created to provide affordable travel insurance for people with medical conditions. Infinity Insurance Solutions Ltd is a specialist travel insurance intermediary with over 30 years experience.

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.

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.

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 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 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.

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.

Does this mean that an honest person who makes a declaration is penalised?

No, on the contrary, when you are open and honest with your insurance company at the time the policy is bought, they are able to respond by offering terms for additional risks or explaining that their particular policy is unsuitable for your needs. You are then able to book travel secure in the knowledge that should something unforeseen happen which disrupts your plans, you will not get any nasty surprises. If, on the other hand, you choose to conceal significant medical problems and these then flare up or become unstable this will be discovered at the time the claim is made and the claim will probably be rejected.

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.

Will Insurancewith’s travel insurance cover high risk medical conditions?

We offer travel insurance for many high risk medical conditions. Our high risk travel insurance can cover many pre-existing conditions such as cancers, secondary cancers, and tumours, as well as cystic fibrosis. We also offer travel insurance for heart attack patients or following a heart bypass operation and for angina.

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 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.

Otherwise:
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 consequential loss?

When someone is taken ill abroad, there are a range of additional expenses which are a consequence of the incident. Some of these are covered under a policy of insurance, such as the cost of accommodation for someone to stay with the ill person or the cost of a new air ticket home. There may also be expenses which are not recoverable under this policy. These include taxi fares for hospital visitors, additional kennelling for pets, additional car parking costs at the UK airport, loss of earnings and so forth. Insurers do have to draw the line somewhere in order to keep premiums affordable so most travel policies will cover the major expenses and those which are essential to the health and well being of the sick person, but will not always include those peripheral costs which would have been payable anyway had the same incident occurred in the UK. However the policy does not cover all the costs associated with such an event, it only covers those which are set out in the various sections of the cover and for which a premium had been paid.

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

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.

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.

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.

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.

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