What to do if you are concerned about the coronavirus in China
What to do if your trip is affected by the Taal volcano in the Philippines
If we are no longer able to use the EHIC, will my policy cover medical expenses?
If we are no longer able to use the EHIC, what will happen to my excess?
Will I be covered if my flights are delayed due to Brexit?
What happens if I choose not to travel because of Brexit?
Will I be covered if my holiday is cancelled?
I am not sure if I have a valid passport?
Will I need a visa to travel within Europe?
Will I still be covered whilst I am driving in Europe?
Will the policy prices increase?
What happens if I am delayed at customs and miss my flight?
Will the fact Mapfre are a Spanish company effect my insurance or your ability to fulfil my insurance?
Have you booked your travel with Thomas Cook?
What does my policy cover if I'm due to travel to or from Sri Lanka?
Is it safe to put my personal details online?
Who insures Asda Travel Insurance?
I’m travelling today. Can I get instant cover and policy documents?
Can I travel without my documents?
When does my cover begin?
Can I change my policy details?
How do I renew my Annual Multi-Trip policy?
How many days am I actually covered per year under the Annual Multi-Trip policy?
Do the limits under the policy apply per person or per policy?
Am I covered for holidays in the United Kingdom?
What am I not covered for?
What happens if my journey home is delayed beyond the insurance period?
At what age will my child stop qualifying for the 'kids go free'?
Will my annual multi-trip policy auto-renew?
Will I get my fare refunded if the schedule airline I have booked on ceases to trade?
Can children travel independently/separately on an Annual Multi-Trip policy?
What if I have a medical emergency abroad?
Do I have to pay medical expenses and claim them back or will you pay them directly?
What should I do if I require medical treatment in Australia?
Will I be covered for an emergency air ambulance back home?
I am over 76 – can I take out a policy
I am under 18 - can I buy an Asda Travel Insurance policy?
I am pregnant - will I be covered for medical expenses?
What is meant by the term UK resident?
I am British but my partner does not have British citizenship, can we purchase a policy to cover us as a couple?
I live overseas. Can I buy Asda Travel Insurance?
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?
I am starting my journey from another country, but returning to the United Kingdom after 28 days. Will Asda Travel Insurance cover me?
How can I pay?
Which cover option should I choose? Single Trip or Annual Multi-Trip travel?
Am I covered for a skiing holiday?
Can I buy this policy to cover a business related trip?
What do I do if I want to cancel my policy after I've paid?
Can Asda Travel Insurance cancel my cover?
Could I get anything back if my holiday is cut short?
How can I make a complaint?
What do I do if I have to make a claim?
I have a medical condition, can I be covered?
What do you mean by any costs payable because an insured person has that medical condition?
If cover is refused for my pre-existing medical condition, am I still covered?
I already have a policy but I've recently been diagnosed with a new medical condition. What do I do?
We understand that if you are due to travel soon or if you are abroad already, that you may be concerned about how safe it is to travel. For information on the current position, please see the Government's China travel advice and the advice to travellers to the area.
Here’s how your travel insurance can help:
If your trip was booked before 23rd January 2020 and your policy was purchased before 23rd January 2020:
If you are due to travel to Wuhan city, Hubei province (or if your trip involves travel through this area), while the Foreign and Commonwealth Office’s (FCO’s) travel advice remains at ‘all but essential travel’ as a minimum because of this event, we’ll pay you for any unused travel and accommodation costs if you have to cancel your trip and any necessary extra travel costs if you have to cut your trip short but please note:
As always if you are overseas and you need medical assistance because of this event, call our 24-hour emergency medical team as soon as possible on +44 (0)207 748 8593 – we’ll tell you what to do.
If you’re still in the UK and you haven’t travelled yet, the following rules apply:
Bear in mind:
What to do:
If you need to make a claim, you can do so here or by calling us on +44 (0)800 138 2373.
Whether you’re due to travel soon or you’re abroad already, here’s how your travel insurance can help:
If your trip was booked before 12th January 2020 and your policy was purchased before 12th January 2020:
Only if you have added the ‘Travel disruption’ cover option to your policy:
As long as you make a full, accurate medical declaration when taking out the policy the medical expenses section of cover will still apply as normal.
If you are unable to use the EHIC then the standard excess on your policy will apply.
We are not currently aware of any flight disruption that may be caused due to Brexit. Some of our policies do have Travel Delay, and you may submit a claim as long as the reason for the delay was not public knowledge at the time of purchase. The following circumstances are applicable:
In order to claim, you must have been delayed by at least 12 hours, and within 36 hours of you commencing your outward or return journey.
If your delay falls within this, and lasts at least 24 hours, you may then choose to abandon your holiday.
Also, if you’re flight to or from an EU country is delayed or cancelled by the airline due non-extraordinary circumstances, you may be entitled to compensation under EU Regulation (EC) No 261/2004. You can find further information about this here.
Our cancellation section of cover provides a list of reasons we would consider a cancellation claim. Unfortunately, choosing not to travel is not one the reasons.
If your airline or tour operator cancel your trip you first must try to claim the money back from them, your credit card provider, and if applicable, ABTA or ATOL. Only after you have taken these steps would we consider a claim for any costs you cannot get back from elsewhere.
Please visit www.gov.uk/visit-europe-brexit for information on the passport requirements and be aware there is no cover on any of our policies if you cannot travel due to not having the appropriate passport.
In the short term, the Government is advising that you will not need a visa for European travel but this is likely to change. Please check www.gov.uk/visit-europe-brexit for any updates as there is no cover on any of our policies if you cannot travel due to not having the appropriate visa.
There may be changes to the documentation required for you to drive in other European countries. Please check www.gov.uk/visit-europe-brexit. Please be aware we would only consider claims for Medical Expenses as a result of injury whilst driving, there is no cover for anything else under any other sections of cover.
This is currently unknown. Once the implications of Brexit are known there may be changes to our pricing. One factor for example that may be affected, is the use of EHICs. If the EHIC facility is no longer supported, insurers may have to consider the additional costs, which may result in an increase to our prices.
Tour operators and airlines are likely to provide guidance if disruption is expected. Make sure you follow their advice and ensure you allow plenty of time to check in and to clear customs. Some of our policies do have Travel Delay, and you may submit a claim as long as the reason for the delay was not public knowledge at the time of purchase. The following circumstances are applicable:
If your delay falls within this and lasts at least 24 hours you then can choose to abandon your holiday.
Also, if you’re flight to or from an EU country is delayed or cancelled by the airline due non-extraordinary circumstances, you may be entitled to compensation under EU Regulation (EC) No 261/2004. You can find further information regarding this here.
Just in case there is a no deal Brexit, MAPFRE ASISTENCIA has applied for, and has been granted, temporary permissions to continue to operate within the UK. This will ensure that the insurer can continue to underwrite insurance in the UK whilst the process for direct authorisation is undertaken. This means there will be no disruption to cover.
If you are uncertain about what might be covered under your travel insurance policy, the below information is designed to help you understand what may be covered and anything you’ll need to do to make a claim.
If you’ve made a flight only booking and this wasn’t ATOL protected….
Whether you’re due to travel soon or you’re abroad already, bookings not protected by ATOL may be covered by the Scheduled airline failure section of cover.
This cover only becomes applicable where you can’t get a refund of replacement flight from the airline and where you can’t claim a refund from your credit card provider.
Our policy covers two different scenarios:
In both situations, cover only applies if your flight was booked as a scheduled flight, and not as part of a package holiday. You’ll need to provide proof that you can’t get a refund and were not offered a replacement flight.
If you’ve made a package booking ….
Thomas Cook are a tour operator and your booking should have included ATOL protection. You should have received a certificate as part of your booking paperwork. ATOL bookings are protected. The scheme will enable you to complete your holiday if already at travel or offer a full refund if you’re due to travel in the future. For more details on ATOL protection, please see the Civil Aviation Authority's website.
Because the ATOL scheme fully protects your booking, our policy does not provide any cover for costs associated with completing your holiday or refunding your holiday costs.
If you are away and the replacement flight home is later than your originally planned return flight….
Where you hold a level of cover that includes delayed departure cover; we will consider any claims for delayed departure. This means that we will pay a fixed sum for each complete 12-hour period of delay.
Update 7 June 2019: The FCO have updated their advice and no longer advise against all but essential travel to Sri Lanka. Therefore, if you do travel to Sri Lanka, any claims will be settled in line with our usual terms and conditions.
On 22nd April 2019, the UK foreign office issued a warning for people not to travel to Sri Lanka unless it was essential.
What does this mean for me?
Customers who have booked to travel to Sri Lanka and have taken out their policy prior to the 21st of April 2019 will be covered for the following (provided it is necessary and you cannot avoid cancelling or cutting short your trip):
Already in Sri Lanka?
If you need further help on this, please refer to the ‘Cancelling and cutting short your holiday’ section of your policy terms and conditions document. This will give full details of the cover available to you and also further information about the maximum sum each traveller is covered for.
For customers who have purchased their policy, booked a trip or departed the UK from the 22nd April onwards, there will be no cover under the policy.
If you’re unsure if you’re covered or have any further questions, please give our team a call on 0208 712 1301.
For more information and regular updates please visit the foreign office website.
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.
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'.
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.
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 internet.
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.
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 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.
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.
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.
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 can go free for every one paid adult travel insurance policy.
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 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.
Yes, Asda 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.
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.
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:
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. 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.
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.
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.
Unfortunately no, policy holders must be at least 18.
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.
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.
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.
Unfortunately no. Our customers are required to meet the following residency criteria at the time of purchase:
Also all trips must start and finish in the UK.
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.
Sorry no, trips must begin and end in the United Kingdom.
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 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.
Yes, but only if you select the Winter Sports cover option. When you have purchased this it will be shown on your Policy Schedule.
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.
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.
For all single trip policies that have an end date within 31 days of the date of purchase, there will be no cancellation or cooling-off period applicable and no refund will be payable on these policies at any time.
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, 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
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: email@example.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: firstname.lastname@example.org Website: www.financial-ombudsman.org.uk
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 Services1 Victoria StreetBristol BridgeBristolBS1 6AA
Phone: +44 (0)208 712 1301 Fax no: 0330 400 1292 E-mail: email@example.com
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.
Please also refer to‘What to do – Claims information’on page 13 of your policy wording booklet for further details
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.
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:
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:
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) 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.
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.
Call us on 0800 138 2373