Asda Travel Insurance is administered by Insure & Go Services Limited and arranged by IES Limited.  This policy is underwritten by Zurich Insurance Company Ltd. A public limited company incorporated in Switzerland. Registered in the Canton of Zurich, No. CHE-105.833.114, registered offices at Mythenquai 2, 8002 Zurich. UK Branch registered in England and Wales no BR000105. UK Branch Head Office: The Zurich Centre, 3000 Parkway, Whiteley, Fareham, Hampshire PO15 7JZ.

Zurich Insurance Company Ltd is authorised and regulated in Switzerland by the Swiss Financial Market Supervisory Authority FINMA. Authorised by the Prudential Regulation Authority. Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Details about the extent of our regulation by the Prudential Regulation Authority are available from us on request.

Our travel insurance policies provide cover for Coronavirus related claims if you have had the recommended vaccinations (or were medically unable to have the vaccinations & this is evidenced by your medical records). The cover includes Cancellation, Curtailment, and Emergency Medical Expenses if:

• You need to cancel or cut short your trip because you or a member of your family or travelling party are medically diagnosed with Coronavirus; or personally instructed to isolate by an NHS service or medical professional.
• You have to extend your trip due to either contracting Coronavirus or being quarantined on the orders of the treating medical practitioner, due to Coronavirus, suspected Coronavirus or exposure to someone who has been diagnosed with Coronavirus, cover for additional travel and accommodation expenses is limited to £2,000.

However, it's important to note that if you are traveling to an area for which the FCDO advises against travel due to Coronavirus, the policy would not provide cover for any Coronavirus-related claims.

Some cruise operators and countries may require you to present a COVID cover certificate. You will receive this as part of your policy schedule.

You may need to provide a copy of this and fill out your passport number on the document but please check the requirements of the country or cruise company.

You can find the recommended Coronavirus vaccinations on the NHS website.

Our policies provide cover for Coronavirus related claims if you have had the recommended vaccinations (or were medically unable to have the vaccinations & this is evidenced by your medical records).

If you fall within the "recommended vaccinations" criteria as defined by the NHS, then cover is dependent on you receiving the recommended number of booster shots in a timely manner.

You do not need to provide any evidence when purchasing your policy, however in the event of a claim we may obtain a copy of your medical records.

You do not need to provide anything when purchasing your policy, however, in the event of a claim we may obtain a copy of your medical records.

In order to benefit from COVID cover, you need to ensure you have received all NHS recommended vaccinations and boosters available to you.

If you were medically unable to have the vaccinations, this will need to be evidenced by your medical records.

No.

We are unable to cover you if you have not had the recommended vaccinations or, are not undertaking the recommended preventative treatment needed to travel to a specific destination.

Unfortunately, our policies do not provide cover for flights or connections missed due to delays at check-in or customs. When planning your trip, make sure that you allow enough time to get through the airport, and bear in mind that queues may be significantly longer for UK passport holders post-Brexit.

When arriving in an EU country after Brexit, you may need to show that you have enough money to cover your stay. If you're not able to do this, and are denied entry, travel insurance will NOT cover any costs incurred.

More information about travelling to the EU after Brexit can be found here.

Our policies do not provide any cover for travellers who don't have a valid passport or visa.

You can check whether your passport will be valid for travel here.

If your passport isn't valid, make sure you apply for a replacement in plenty of time - renewing an adult passport should only take around three weeks, but it's best to do it as soon as possible.

After Brexit, medical expenses will be covered in Europe just as they are in the rest of the world. You will need to contact our 24-hour emergency assistance team before receiving any hospital treatment or incurring costs of £500 or more, otherwise the amount we pay out may be limited.

Our policies do not provide any cover for travellers who don't have a valid visa. Check whether you'll need a visa in plenty of time, and arrange for an extension if you're going to be exceeding the visa-free period.

There's information about travelling to the EU after Brexit, including information about visas, here.

When arriving in an EU country after Brexit, you may need to show that you have an onward or return ticket. If you're not able to do this, and are denied entry, travel insurance will NOT cover any costs incurred.

More information about travelling to the EU after Brexit can be found here.

All EHIC cards issued before the end of 2020 will be valid until their expiry date (on the front of your card), entitling you to reduced cost or Free State healthcare within the EU countries that you visit. Your travel insurance will cover you for other medical costs, which are not covered under the EHIC arrangement or alternative reciprocal health agreement, subject to the terms and conditions of your policy.

However, for those whose cards have expired, you will not be able to apply for a replacement card. The Government has now introduced a new UK Global Health Insurance Card (GHIC), which entitles you to the same cover as the EHIC and is free to obtain from the official GHIC website. You should apply at least ten days before you plan to travel to ensure your GHIC card arrives on time.

Our policies do not provide any cover for travellers who don't have a valid visa, so check whether you'll need one and apply in plenty of time.

There's information about travelling to the EU after Brexit, including information about visas, here.

No, sorry. Exchange rates are constantly changing, both up and down, and we don't provide cover for this.

There is no cover under our polices for additional costs due to Brexit, whether charges for visas, extra taxes, or increased costs due to exchange rate changes.

It would depend on the reason for the delay - our policies cover delayed departure due to strikes or industrial action, poor weather, or mechanical breakdown. Delays due to reasons other than these would not be covered.
If your flight was delayed for more than 24 hours, and the delay was due to one of the reasons listed above, we would consider a claim if you chose to abandon your trip.

You'll still be able to drive in the EU after Brexit, but there will be a number of new rules.  These will include carrying a Green Card to prove you have car insurance, displaying a GB sticker and, for some countries, obtaining an International Driving Permit (IDP). 

You can find more information about the new requirement here.

No cover is provided under our policies for the cost of these documents, or for the consequences of not obtaining them.

After Brexit, EU pet passports will no longer be valid. You can still travel with your pet, but you'll need to obtain an animal health certificate (AHC) instead. Information about travelling with a pet after Brexit can be found here.

Make sure that you apply for an AHC in good time - our policies won't cover a cancellation claim due to your pet not having the correct documentation.

You can declare your diagnosed medical 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.

A pre-existing medical condition is any medical condition for which any person insured on this policy has:

• Taken any prescribed medication or received medical treatment within the last 2 years
• Been registered in or outpatient at a hospital, clinic or GP surgery in the last 2 years
• Been advised of a terminal illness.

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.

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). The rest of your travel insurance cover will not be affected by this exclusion.

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.

If you are travelling outside of Europe and have pre-existing medical conditions to declare you must purchase your insurance with a minimum of 48 hours before you are due to depart.

If you are travelling within Europe or do not have pre-existing medical conditions to declare, 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.  Provided you have your policy number, emergency number and claims number, you have all the basic information you need.

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.

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 364 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.

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.

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 online.

An annual multi-trip policy 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 or 45 days if you have chosen Premium. If you have Superior cover, you are covered for either 90 days per trip (policies bought before 9th November 2021) or 55 days (policies bought after 9th November 2021).

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.

Yes, we provide non-medical cover for holidays in the UK as long as you have booked accommodation. (Please see the policy document for full details for the sections of cover which do not apply to holidays within the UK).

The most important exclusions are highlighted in the Insurance Product Information Document, FAQs 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.

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. If the delay is due to coronavirus, please look at the coronavirus FAQs which explain what will happen under those circumstances.

As long as your children travelling with you are under the age of 18 and in full-time education they will qualify for the free children's insurance cover.

Up to three kids go free per insured adult, subject to medical screening. When you buy direct with us. 

To make sure you have continuous cover under your policy, we will aim to automatically renew (auto-renew) your policy when it runs out, unless you have made a medical declaration or tell us not to.

We will write to you 21 days before the renewal date of your policy, and tell you about any changes to the premium or the policy terms and conditions. If you do not want to auto-renew your policy, just call us on 0800 138 2375. Otherwise we will collect the renewal premiums from your credit or debit card.

For policies purchased before 9th November 2021, everyone named 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.

For policies purchased after 9th November 2021, children under 18 must be travelling with an adult named on the same policy in order to be covered.

Should the unfortunate happen and you’re ill or injured while away (outside the home area you live in or the final country of your journey if you are on a one-way trip), we’re here to help you. Just call us as soon as you can.

For policies purchased after 9th November 2021, the number is +44 (0)203 467 4124.

For policies purchased before 9th November 2021, the number is +44 (0)208 712 1303

We’re here 24 hours a day, 365 days a year. If you are in the USA and need to see a doctor, be sure to contact us on the number above and we’ll help set things up for you using our local network of walk-in centres, urgent care clinics, house-calls and available telemedicine. 

In serious emergencies, seek medical attention at your nearest public healthcare facility before you or someone on your behalf contacts us. Please refer to the ‘What to do - Medical and other emergencies’ section of your policy document for more details.

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.

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 anything but your excess. 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 (Zurich Assist), 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. Zurich Assist can be called at any time to help you.

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.

If it’s a medical necessity and appropriate, an air ambulance will be provided.

Yes, you can. Our policies have no upper age limit.

Unfortunately no, policy holders must be at least 18. All children must be travelling with an adult named on the same policy in order to be covered.

You will be covered from cancellation and medical costs relating to unexpected complications for the full term of your pregnancy and premature birth more than 8 weeks (or 16 weeks if multiple birth) before the expected delivery date. For full details, please see the “Complications of Pregnancy & Childbirth” definition in your policy wording.

A UK resident is someone who has lived in the UK for at least 6 months, has a permanent UK address and is registered with a UK GP.

Yes, as long as they have been living in the United Kingdom for at least 6 months, have a permanent address and are registered with a GP, and your partner is your spouse or a person of either sex with whom you have been living with at the same address.

Unfortunately no. Our customers are required to meet the following residency criteria at the time of purchase:

• Be a UK resident
• Be currently living in the UK

Also all trips must start and finish in the UK.

You can pay online or over the telephone using a valid credit card, debit card or pre-payment card

If you're likely to be going on holiday more than once a year, you may well find that an 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 an Annual Multi-Trip. If you are only planning on going on one holiday then the Single trip might be more cost effective and can cover you for up to 365 days.

Yes, but only if you select the Winter Sports cover option. When you have purchased this it will be shown on your Policy Schedule. Please refer to the Policy Wording for the full range of Winter Sports cover.

As part of our ongoing commitment to improving our products and services, the winter sport add-on is currently unavailable. In time for the winter season, we will be launching an improved version of this optional extra.

Yes, but you will need to add Business Cover to your policy and pay an additional premium. This will ensure your business equipment is covered, and provide additional baggage delay and personal accident cover.

You have the statutory right to cancel your policy within 14 days from receipt of your documentation where during such time, should you decide the terms and conditions of the policy do not meet your requirements and provided you have not travelled or claimed on the policy, you can ask Asda Travel Insurance for a full refund.

To request cancellation of your policy contact us on 0800 479 8719 or write to Customer Service Department, PO BOX 5927 Warrior Square Southend on Sea Essex SS1 2JY. Email: customer.services@travelinsurance.asda.com  

Should you wish to cancel your policy outside of the 14-day cooling off period or where a change to your existing policy means we are unable to continue with your cover, then the following terms apply:

• Single trip policies - If you cancel outside of the 14-day cooling-off period, no premium will be refunded.
• Annual multi-trip policies - 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 health which prevents us from being able to continue providing cover. We reserve the right to give 7 days’ notice of cancellation of this policy, without refund, by recorded delivery to you at your last known address in the event of the following circumstances: fraud, suspected fraud, deliberate or reckless misrepresentations, abusive behaviour to any of our staff or agents. General medical conditions

In line with the conditions above, your refund will be paid within 30 days of the date your request is received.

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.

Yes, you may be able to submit a claim for consideration 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.

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
Warrior Square
Southend-on-Sea
Essex
SS1 2JY
Phone: 0800 138 2374
E-mail: complaints@travelinsurance.asda.com

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
Exchange Tower
London
E14 9SR
Phone: 0800 023 4567
E-mail: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

For policies bought before 24th November 2021:

To register a new claim, please call Charles Taylor on 01243 219 595 and their contact centre will guide you through the process.

For policies bought after 7th December 2021:

To claim online: www.submitaclaim.co.uk/AS
Or call us for a claim form on +44 (0) 800 479 8704

Please have your claim number to hand to enable us to locate your claim more quickly. Please also refer to ‘What to do – Claims information’ on page 13 of your policy wording booklet for further details.

Doctor Care Anywhere is no longer available for policies purchased on or after 14^th November 2023.

For Doctor Care Anywhere queries relating to policies purchased before 14^th November 2023, please contact +44 330 088 4980 or email contactus@doctorcareanywhere.com

We will credit your Asda Pounds balance within 3 days of your transaction being made successfully. This will appear in your transaction timeline.

Yes, you will receive 10% back in Asda Pounds each time you pay for an Asda money Travel Insurance policy using your Asda Money Credit Card, for as long as the offer is running.

No, this offer only applies to Travel Insurance policies taken out after 23 January 2023.

If you think you've not received your Asda Pounds within 10 days of purchasing your insurance policy, you should contact our Customer Service team through Live Chat.

If you cancel your policy within the cooling off period, any Asda Pounds you earned by making that purchase will be deducted from your Asda Pounds balance.

Yes.