COVID 19: Find Out More About How Our Policies Can Protect You And Your Trip.

Policy Changes

Please see below a list of changes we have made to our policies, which may affect returning customers when buying future policies.

January 2022 Changes

Insurer Update

All Insurancewith and Insurancewith Partnerships policies issued/sold on and after the 6th January 2022 will be Insured by Collinson Insurance. Collinson Insurance is a trading name of Astrenska Insurance Limited who is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Their Financial Services Register Number is 202846. These details can be checked on the Financial Services Register at: www.fca.org.uk

End Supplier Sections of Cover Only

If the policy you choose has End Supplier Cover included, these sections of cover are provided by International Passenger Protection Limited, IPP House, 22-26 Station Road, West Wickham, Kent BR4 0PR, United Kingdom and is underwritten by Liberty Mutual Insurance Europe SE (The Insurer). The Insurer is authorised and regulated by the Luxembourg Minister of Finance and the Commissariat aux Assurances. Deemed authorised by the Prudential Regulation Authority. Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority (registered number 829959). Details of the Temporary Permissions Regime, which allows EEA-based firms to operate in the UK for a limited period while seeking full authorisation, are available on the Financial Conduct Authority’s website www.fca.org.uk

Policy and Product Updates:

Cancelling or Amending your policy

Please tell us as soon as you are aware that your policy does not meet your needs. If you cancel within 14 days of the receipt of your documentation. If you have not started a trip, made a claim, or intend to make a claim, we will give you a full refund. If you cancel outside of the 14-day cooling-off period, no premium will be refunded.

However, discretion may be exercised in exceptional circumstances to provide a refund for unused cover, those exceptional circumstances being bereavement or an unexpected change to your policy resulting in us being unable to continue covering you. The unused premium will be calculated on a sliding scale basis as follows:

Single Trip Policies Before Travel

Annual Multi Trip Policies

Policy Extensions Available

The following upgrades are available to be purchased for an additional premium:

Depreciation/Wear and Tear Scale for Personal Belongings

Age of PropertyClothing and Personal EffectsJewelleryElectronic EquipmentCosmetics, Toiletries & PerfumesGadgetsWinter Sports and Golf Equipment
0-1 Month0%0%0%50%0%5%
1-6 Months5%0%5%50%5%10%
6-12 Months10%0%10%50%10%15%
1-2 Years15%5%20%60%20%35%
2-3 Years20%10%30%70%30%55%
3-4 Years25%15%40%80%40%70%
4-5 Years30%20%50%90%50%80%
6 Years +40%25%60%95%60%100%

Gadget Cover

With the new insurer comes a new approach to gadget cover. On Insurancewith and Insurancewith Partnerships, we will not have an option to add gadget cover, but it will be built into certain schemes as standard. Please see cover grids and policy wordings for more information.

Previously the gadget cover was on a ‘repair’ cover concept, whereas now the cover will simply pay out for the cost of a replacement item up to the limit on the policy much like the other personal possession sections of cover.

There is no longer cover available for the cost of Unauthorised Calls and Data Download.

Gadget Claims will now be handled by the Insurer in the same way that all other claims will be.

Gadget Definition Update

Gadget are now defined as:

Mobile/smart phones, tablets, laptops, computers, smart watches, games consoles (including handheld consoles), wearable activity trackers, including any accessory items, and drones.

Sports and Activities

As of launch, we will be changing the way we approach activities and activity packs. The new insurer has given us a new standard list of activities which don’t require any additional premium to be covered.

The standard list is much larger than it was before and covers many more high risk activities such as sky diving!

This will apply to all standard Single Trip, Multi Trip and Backpacker Longstay Policies.

The Winter Sports scheme will have the same activities covered as standard but with the addition of a long list of winter activities included as well.

Please find the new list of activities here: https://www.insurancewith.com/activity-packs/

Increased Medical Excess Only

This additional excess will still apply if an excess waiver has been purchased but it will not be applied to claims of less than £500. Only the standard excess will apply in these scenarios.

Specific Section Updates

Cancelling Your Trip – If you are unable to go on your trip

Cover being added:

Policy Extensions Available on this section:

Cover being removed:

Delay and Abandonment – If you are delayed and If you decide to abandon your trip

Cover being added:

Delays and abandonment caused by:

Delays will now be covered on the outbound and inbound leg on your trip.

Policy Extensions Available on this section:

Cover being removed:

Missed Departure from the UK – If you miss your departure

Cover being added:

Missed Departure from the UK caused by:

Policy Extensions Available on this section:

Cover being removed:

Missed Departure Outside the UK – If you miss your departure and If you miss your connection

Cover being added:

Missed Departure and Missed Connection Outside the UK caused by:

We now also be able to cover you for the costs of essential prescription medication when your supply runs out under this section.

Policy Extensions Available on this section:

Cover being removed:

Substitute Accommodation – If a major incident happens while you are away

Cover being added:

This section covers additional accommodation costs if you are forced to move from your pre-booked accommodation and into an alternative at the same destination. Your original accommodation must be uninhabitable for a reason listed below for at least 24 hours. We will pay up to the sum insured for the same standard of accommodation as you originally booked when your travel provider does not supply an alternative.

Cover is also provided for the emergency replenishment of prescription medication, up to a maximum of £150, if you are unable to access your prescription medication due to a problem with your trip accommodation.

Policy Extensions Available on this section:

 Cutting Short Your Trip – If you have to cut short your trip

Cover being added:

Policy Extensions Available on this section:

Cover being removed:

Money and Travel Documents – If your cash is lost or stolen

Cover being removed:

Money and Travel Documents – If you need emergency travel documents

Cover being removed:

How To Make A Claim and 24-Hour Emergency Medical Assistance:

First, check your policy certificate and the appropriate section of your policy wording to make sure that what you are claiming for is covered. You can set up a claim online or by telephone, you must ensure that you have all relevant documents and any receipts, please see claims evidence below.

All claims must be submitted within 60 days of your return from your trip. You must assist us in providing all requested information, including completing any requested forms, or you may experience a delay in the processing of your claim.  When claims settlements are made by BACS (Bank automatic Clearing System) or other electronic banking system method, you will be responsible for supplying us with the correct bank account details and your full authority for us to remit monies directly to that account. Provided that payment is remitted to the bank account designated by you, we shall have no further liability or responsibility in respect of such payment, and it shall be your sole responsibility to make collection of any misdirected payment in the event of incorrect details having been provided to us.

Claims & assistance services are administered by Collinson Insurance Services Ltd.

24-hour Emergency Medical Assistance

You must contact the medical emergency service once you know you will be in a medical facility for at least 24 hours

How To Make A Complaint

MAKING A COMPLAINT
If your complaint relates to the sales literature, the way in which your policy was sold to you, the Medical Screening Service or regarding information about your policy, please contact:

Complaints Manager

Insurancewith Complaints

1 Tower View

Kings Hill

West Malling

Kent

ME19 4UY

Email: complaints@tifgroup.co.uk

Telephone: 0333 005 1067

Open: 9am – 5pm Monday – Friday

If your complaint relates to a claim, or assistance you received whilst travelling, please contact:

Quality Department

Collinson Insurance Services Limited

Sussex House

Perrymount Road

Haywards Heath

West Sussex

RH16 1DN

Email: Complaints@collinsoninsurance.com

Telephone: 0333 333 9702

If your complaint relates to the end supplier sections of cover or claims, please contact:

 

End Supplier Complaints (IPP)

Compliance Officer

Liberty Mutual Insurance Europe SE, 20 Fenchurch Street, London, EC3M 3AW.

Email: complaints@libertyglobalgroup.com

Telephone: +44 (0)203 758 0840

Our promise of service – We will aim to provide you with a full response within 4 weeks of the date we receive your complaint, and our response will be our final decision based on the evidence presented. If for any reason there is a delay in completing our investigations, we will explain why and tell you when we hope to reach a decision. In any event, should you remain dissatisfied or fail to receive a final answer within 8 weeks of us receiving your complaint, you may have the right to refer your complaint to an independent authority for consideration. That authority is:

Financial Ombudsman Service (FOS)

Exchange Tower

Harbour Exchange Square

London

E14 9SR

Email: complaints.info@financial-ombudsman.org.uk

Telephone: (Landline) 0800 0234 567 or (Mobile) 0300 1239 123

More information can be found on their website – www.financial-ombudsman.org.uk. Please note that if you wish to refer this matter to the FOS you must do so within 6 months of our final decision. You must have completed the above procedure before the FOS will consider your case. Your legal rights are not affected.

July 2021 Changes

From 8th July 2021 the main insurer of our travel insurance products has changed from Union Reiseversicherung AG (URV) to White Horse Insurance Ireland dac . Our cover and prices have not been affected by this change. More information can be found here.

September 2020 Changes

From 24th September 2020 our Staycation Plus Single and Multi Trip policies also include enhanced cover for COVID-19- click here for more details.

August 2020 Changes

From 13th August 2020 our Sapphire and Platinum Single and Multi Trip policies provide:

March 2020 Changes

From 13th March 2020, there is no cover under our policies for:

August 2016 Changes

Policy A – Pre-Travel Policy

Policy B – Travel Policy

Miscellaneous

April 2016 Changes

Policy A – Pre-Travel Policy

Policy B – Travel Policy

Miscellaneous

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