Asda Travel Insurance
Frequently asked questions
Is it safe to put my personal details online?
Yes. Whenever Asda Travel Insurance ask you for personal information, it is within a secure environment and all details sent between your PC and the Asda Travel Insurance website are encrypted.
About the insurer
Who insures Asda Travel Insurance?
Asda Travel Insurance is underwritten by MAPFRE Asistencia Compañía Internacional de Seguros y Reaseguros, Sociedad Anonima. 5th Floor, Alpha House, 24a Lime Street, London EC3M 7HS Company Number: FC021974. Branch Number BR008042. Trading under the name 'MAPFRE Assistance'.
I’m travelling today. Can I get instant cover and policy documents?
As soon as your credit or debit card details have been accepted, confirmation of your cover is provided on screen, and to the email address you have given. You can also choose to get a text with cover details to your mobile. Provided you have your policy number, emergency number and claims number, you have all the basic information you need.
Can I travel without my documents?
Yes you can. A policy reference number is all that is needed for proof of insurance when travelling. It is however, recommended that you take your documents with you for information and also for when you are asked for brief details of your policy cover. Or, if you don't yet have documents, remember to take a note of important telephone numbers you might need.
When does my cover begin?
If you are buying a Single Trip policy, your cover begins instantly. If you are buying an Annual Multi-Trip policy, you can choose when your cover begins (up to 45 days in the future). If you have already booked a holiday, and have no other travel insurance arrangements in force, you should ensure your policy starts immediately, so you are covered for cancellation.
Can I change my policy details?
Yes you can. If you need to update information about yourself, such as a change of name, address or telephone number Asda Travel Insurance will re-issue an updated policy schedule. If you need to add Winter Sports cover or want to increase the number of people insured, Asda Travel Insurance will just need to issue a new policy and schedule. Just call on 0800 138 2377 to make these changes.
How do I renew my Annual Multi-Trip policy?
Asda Travel Insurance will remind you about 3 weeks before your policy expires, and offer you the opportunity to buy another policy by telephone or internet.
General cover questions
How many days am I actually covered per year under the Annual Multi-Trip policy?
This gives you cover to travel as many times as you like during any one period of insurance as long as no single trip lasts longer than 35 days if you have chosen Value, 45 days if you have chosen Premium or 90 days if you have chosen Superior. We will only cover you for up to 31 days for each trip if you are aged 66 and over.
Additionally, we also include winter sports cover for up to 18 days during the term of your annual policy. If you have chosen the Superior level of cover this will be increased to 24 days during the term of your annual policy.
Do the limits under the policy apply per person or per policy?
Each of you is covered separately up to the limits shown in the policy schedule. The policy limits apply in the same way as they would if you had each taken separate policies.
Am I covered for holidays in the United Kingdom?
Yes, we provide non-medical cover for holidays in the UK as long as there is a minimum of 25 miles radius between your home and your pre-arranged and booked accommodation. (Please see the policy document for full details fo the sections of cover which do not apply to holidays within the UK).
Please note that for the purpose of this insurance, we define the United Kingdom as England, Scotland, Wales and Northern Ireland and do not include the Channel Islands or the Isle of Man.
What am I not covered for?
The most important exclusions are highlighted in the Policy summary, FAQ's and in the statements you’re asked to confirm before you buy the cover. It is not possible to list everything you will not be covered for, so we suggest you read the full policy wording. Under each section of cover you’ll find a list of exclusions of ‘what is not covered’ as well as the general exclusions. These sections must not be read in isolation, but within the context of the full policy wording. If you have any doubts about what is not covered, please contact Asda Travel Insurance.
What happens if my journey home is delayed beyond the insurance period?
If, due to unexpected circumstances that are beyond your control and which fall under the conditions of your cover, you cannot finish your holiday within the period of insurance set out on your validation certificate, we will extend your cover for up to 30 days. We will not charge you for this.
Can children travel independently/separately on an Annual Multi-Trip or Single Trip policy?
Everyone on an Annual Multi-Trip policy is entitled to travel independently, but children under 18 who travel alone must be dropped off and picked up by a responsible adult aged 18 or over.
However, children cannot travel independently/separately on a Single Trip policy.
What if I have a medical emergency abroad?
We will help you immediately if you are ill or injured outside the home area you live in (or the final country of your journey if you are on a one-way trip).
We provide a 24 hour emergency service 365 days a year, and you can contact us on the following numbers:
Emergency phone number: +44 (0)208 712 1303
Emergency fax number: +353 91 501619
Please also note that if you are in the USA and need to see a doctor, contact us any time of the day or night and we will be pleased to make the necessary arrangements on your behalf.
When you contact us you will need to provide the following information:
- Your name and address
- Your policy number shown on your validation certificate
- Your phone number abroad
- The date you left and the date you are due to come back
You should also refer to page 12 of your policy wording booklet for further details.
Do I have to pay medical expenses and claim them back or will you pay them directly?
If it’s a medical emergency and you are admitted to hospital, the emergency assistance service may guarantee the fees of the hospital and attending doctor(s) - so you don’t have to pay. In cases where the expenses are small, you may opt to pay, or be asked to pay, and claim the money back. Please talk to the 24/7 Emergency Assistance service (Mapfre Assistance), unless the case is very minor, who will decide what to do. Asda Travel Insurance will not pay for any expenses not covered by the policy. Mapfre Assistance can be called at any time to help you.
Treatment in Australia
What should I do if I require medical treatment in Australia?
Australia operates a reciprocal health agreement with the UK which requires you to enrol in Medicare to get free public hospital treatment. Medicare is Australia's equivalent of the National Health Service.
If you require medical treatment in Australia you must register for treatment with Medicare. If you do not, Asda Travel Insurance may reject your claim or reduce the amount paid to you.
Will I be covered for an emergency air ambulance back home?
If it’s a medical necessity and appropriate, an air ambulance will be provided.
I am over 76 – can I take out a policy
Only single trips are available after the age of 76 but there is no upper age limit. Our Annual Multi-trip products are available up to the age of 76.
I am under 18 - can I buy an Asda Travel Insurance policy?
Unfortunately no. Policy holders must be at least 18, but you can be covered under your parent’s or legal guardian’s policy as long as you travel with them.
I am pregnant - will I be covered for medical expenses?
You will be covered for medical costs relating to complications in pregnancy. If you are travelling between 28 and 35 (inclusive) weeks pregnant, any medical and additional expenses incurred due to complications in pregnancy will be paid provided you obtained confirmation from a doctor or midwife no earlier than five days before your trip began that you were fit to travel.
What is meant by the term UK resident?
Someone who is living in England, Scotland, Wales, Northern Ireland and the Isle of Man and continues to live there throughout the period of insurance. Please note that for the purpose of this insurance the UK does not include the Channel Islands.
I am British but my partner does not have British citizenship, can we purchase a policy to cover us as a couple?
Yes, provided you are both resident in the United Kingdom and your partner is your spouse or a person of either sex with whom you have been living with for at least three months as though they were your spouse.
I live overseas. Can I buy Asda Travel Insurance?
You can buy cover when you are outside of the UK, however, cover is only valid if you are a UK citizen and the journey starts and finishes in the UK
Single direction journeys
I am going to live abroad and am not returning to the United Kingdom. Can I buy an Asda travel insurance policy to cover me for this outward journey?
Yes – This would be classified as a one-way trip and is defined as a single outward holiday or journey beginning from your home in the UK. You could buy one of our policies to cover this outward journey but must be aware that the cover ends 24 hours after you leave immigration control in the final country you go to or at the end of the period shown on your travel insurance validation certificate, whichever is earlier.
I am starting my journey from another country, but returning to the United Kingdom after 28 days. Will Asda Travel Insurance cover me?
Sorry no, trips must begin and end in the United Kingdom.
How can I pay?
You can pay online or over the telephone using a valid credit card, debit card or pre-payment card
Is it cheaper to buy online?
Yes. The cover costs less when buying online. If you want to buy the cover by telephone it will cost more. This reflects the higher costs of providing a telephone service.
Multi or Single Trip policy
Which cover option should I choose? Single Trip or Annual Multi-Trip travel?
If you're likely to be going on holiday more than once a year, you may well find that an Asda Travel Insurance Annual Multi-Trip policy is more convenient and cost effective than taking out a separate policy each time you travel. Just calculate the cost of buying a number of Single Trip policies and compare it with the cost of Annual Multi-Trip. Other factors to consider are, for instance, that it takes time to repeatedly buy new policies and it may slip your mind if you’re booking a late deal.
Am I covered for a skiing holiday?
Yes, but only if you select the Winter Sports cover option. When you have purchased this it will be shown on your Policy Schedule.
Scheduled airline failure
Will I get my fare refunded if the schedule airline I have booked on ceases to trade?
Yes, Asda 5 Star Travel Insurance includes SAFI which means scheduled airline failure insurance. In short it means, you're covered if your airline goes bust. You can also recover the costs of flying home on a different airline should yours go into liquidation whilst you are abroad and the flight costs more than £99. If the flight is ATOL bonded you may recover your money from them.
Can I buy this policy to cover a business related trip?
Yes – we provide a Business cover option which can easily be added to your policy via the online or offline purchase process. This section only applies if you are travelling on a specific business trip, have paid the appropriate extra premium and it is shown on your travel insurance validation certificate.
What do I do if I want to cancel my policy after I've paid?
You have the statutory right to cancel your policy within 14 days from the day of purchase or renewal of the policy. If you wish to do so you will be entitled to a full refund of the premium paid provided you have not travelled, and there has been no claims or incident likely to give rise to a claim. Following the expiry of the statutory cooling off period, you continue to have the right to cancel your policy at any time by contacting Asda Travel Insurance, but no refund of premium will be available. If you wish to cancel your policy you can contact Asda Travel Insurance on 0800 138 2377.
Can Asda Travel Insurance cancel my cover?
Asda Travel Insurance may cancel this policy by sending 30 days’ notice to your last known address. Part of the premium may be returned to you. The policy may be cancelled immediately if you do not pay the premium.
Could I get anything back if my holiday is cut short?
Yes, some of your money may be refunded if your holiday is cut short by one of the circumstances described in the policy wording; for example death, illness, fire at your home or because the police require you to. You do not qualify for refunds for reasons outside those shown in the policy wording
How can I make a complaint?
Asda Travel Insurance do everything they can to make sure that you receive a high standard of service. If you are not satisfied with the service you receive for sales or claims issues, such as how our sales staff dealt with your call, please write to:
The Customer Relations Manager
Asda Travel Insurance
PO Box 5927
Phone: 0800 138 2374
If you are still not satisfied with the way we have handled your complaint, you may take your complaint to the Financial Ombudsman Service who will investigate your complaint:
The Financial Ombudsman Service
Phone: 0800 023 4567
What do I do if I have to make a claim?
You must register any claim to Travel Claims Services within 31 days of your trip ending. If you do not, we may not be able to pay your claim. If you need to make a claim, please send a brief description of your claim to:
Travel Claims Services
PO Box 5927
Phone: +44 (0)208 712 1301
Fax no: 0330 400 1292
Our suite of section specific claims forms are available to download from www.Travelclaimsservices.com
Travel Claims Services are open Monday to Friday from 9am until 5pm, and will send you a claim form as soon as you tell them about your claim. To help us prevent fraud (people making claims that they are not entitled to) we keep your personal details on a central system. We keep this information according to the rules of the Data Protection Act.
I have a medical condition, can I be covered?
You can declare your conditions quickly and easily using our online medical screening system or, if you would prefer to speak to one of our friendly agents, call us on 0800 024 1128.
What do you mean by any costs payable because an insured person has that medical condition?
A pre-existing medical condition is any medical condition which falls into any of the following categories which any person insured on this policy has, or has had for which they have received treatment (including surgery, tests or investigations by a doctor or a consultant/specialist and prescribed drugs or medication) in the last 2 years:
- Any blood circulatory condition including, but not limited to, high blood pressure, hypertension or high cholesterol;
- Any heart-related condition;
- Any diabetic condition;
- Any neurological condition including, but not limited to stroke, brain haemorrhage or epilepsy;
- Any breathing condition including, but not limited to, Asthma, Emphysema or Chronic Obstructive Pulmonary Disease (COPD);
- Osteoporosis or any arthritic condition;
- Any bowel condition including, but not limited to, Crohn’s disease or Irritable Bowel Syndrome (IBS); or
- Any psychiatric or psychological condition including, but not limited to anxiety or depression;
- Any cancerous condition for which you have had treatment or hospital tests for in the last five years; or
- Any medical condition for which in the past 12 months, you or any person insured on the policy has been referred to or seen by a hospital doctor or surgeon other than an A&E Doctor, or needed in-patient treatment in hospital.
For your information, examples of conditions that can directly or indirectly be linked to any pre-existing medical condition include, but are not limited to:
- Someone with breathing difficulties who then suffers a chest infection of any kind;
- Someone with high blood pressure or diabetes who then has a heart attack, stroke or mini-stroke;
- Someone who has or has had cancer who suffers with a secondary cancer; or
- Someone with osteoporosis who then suffers with a broken or fractured bone.
You must inform Asda Travel Insurance of any pre-existing medical conditions you have before purchasing insurance. To do so, you can use our quick and easy online medical screening system or you can call us on 0800 024 1128.
If cover is refused for my pre-existing medical condition, am I still covered?
We will not cover any claim directly or indirectly linked to any declared and excluded pre-existing medical conditions where we cannot offer cover for the condition(s) or you have chosen not to pay the premium to provide cover. The rest of your travel insurance cover will not be affected by this exclusion.
I already have a policy but I've recently been diagnosed with a new medical condition. What do I do?
If you already have a policy and there has been a change in your medical status, please call our customer services team on 0800 024 1128.