1. Does Staysure insure people under age 50? Yes Staysure insures from age 0-85. Children under 18 must be accompanied by an insured adult and under 2s are insured free of charge.
2. Does my policy cover repatriation? Yes all policies include repatriation however as you would expect, the decision to repatriate remains with the insurer.
3. Why is the IPT charged at 20%? Insurance Premium Tax (IPT) is a levy dictated by the government and applies to all insurance policies. Travel insurance qualifies for 20% tax whereas all other insurance products attract a rate of 5%.
4. Can travel start outside of the UK? No travel must always commence from the UK (including Jersey, Guernsey and the Isle of Man).
5. What medical conditions do I need to declare? No claims arising from any Pre-existing Medical Condition(s) will be covered unless you have declared these to us and been accepted by us in writing. For the purposes of the insurance you need to declare: 1. any past or current medical or psychological sickness, disease, condition, injury or symptom that has given rise to symptoms or for which any form of treatment or prescribed medication, medical consultation, investigation or follow-up/check-up has been required or received during the 2 years prior to the commencement of cover under this policy and/or prior to any trip: and 2. any cardiovascular or circulatory condition (e.g. heart condition, hypertension, blood clots, raised cholesterol, stroke, aneurysm) that has occurred at any time prior to the commencement of cover under this policy and/or prior to any trip.
6. If a medical condition is ‘excluded’ what does that mean? This means that any claim which relates either directly or indirectly to the excluded medical condition(s) will not be covered. However cover remains in place for any other unrelated insurance claim.
7. Is Staysure insurance available to non-UK residents? No, all Staysure clients need a UK address. and should be registered with a UK doctor.
8. Can I cancel my policy at any time? Policies are fully refundable (excluding transaction and postage fees) within 14 days of booking for any reason, so long as travel has not commenced OR any potential claim encountered. After 14 days policies are non refundable but may be upgraded if necessary subject to an additional premium.
9. Can I make changes to my policy? Yes, upgrades can be made at any time within the terms and conditions of the policy, however it is not possible to reduce coverage in return for a partial refund.
10. Can I renew my policy while travelling? Annual policies can be renewed to run concurrently, simply notify us at least one day before expiry. Except in extreme circumstances, single trip and long stay policies cannot be extended once your trip has begun. We strongly recommend you contact us prior to travel should you need to adjust your trip duration.
11. What should I do if I find a mistake on my policy? Please either call customer services on 0844 692 8418 or email us and we shall happily assist.
12. Who should I contact if I need to make a claim? Depending on the nature of the incident, you should contact ETI on the following numbers: - GENERAL TRAVEL INSURANCE CLAIMS 0844 338 5838 - MEDICAL EMERGENCY 01444 442 586
13. What’s the definition of a couple? A couple is defined as you and your husband, wife, or common-law partner, including same sex partner, who has been living with you at the same address for at least six consecutive months. For annual multi trip cover each adult may travel independently.
14. What’s the definition of a family? A family is defined as you, your husband, wife, or common-law partner and your dependent children under 18. Your children must be in full-time education and/or residing with you. NOTE: Children under 2 are covered free of charge, therefore a couple with infants only should tick the ‘couple’ discount box to receive the appropriate premium. For annual multi trip cover each adult may travel independently but each child must travel with at least one of the insured adults.
15. What’s the definition of a single parent? A single parent family is defined as you and your dependent children under 18 in full time education or residing with you. For annual multi trip cover the adult may travel independently however each child must travel with the insured adult.
16. What should I do if I have not received my policy? Where an email address has been provided your policy documents will be sent automatically and will usually arrive within 2 minutes. On occasion it may take longer or may sometimes be rejected by your Internet Service Provider if there is a limit to the size of your inbox or are perhaps wrongly identified as spam. As a general rule, if you have not received your emailed documents within 4 hours please contact our customer services department on 0845 508 9886 who will check your email address and resend.
17. What should I do if I am unable to open my policy documents? Your policy wording document is sent as a PDF file, which means you will need Adobe Reader installed on your computer. This program is freely available via by following this link http://get.adobe.com/uk/reader. If you still have difficulties then please contact customer services on 0844 692 8418 for assistance.
18. What should I do if I haven’t received my posted policy documents? Please allow 5 working days for UK postage before calling customer services on 0844 692 8418.
19. Do I need to declare high cholesterol or high blood pressure if controlled by tablets, hereditary or prescribed as a precaution? Yes. You are obliged to disclose this to us as a material fact even though it may not incur any extra cost.
20. What is the maximum trip duration for an annual multi trip policy? This varies according to your age. If you are under 65 or under as at the time of purchasing the policy the standard maximum trip duration is 50 days, although this can be extended to 100 days upon payment of an additional premium. If you are aged 66-80 the maximum duration is 35 days. This cannot be extended.
21. What is the maximum trip duration for a single trip/long stay policy? This varies according to your age and destination, see table below…
Age
UK/Europe
Worldwide
Worldwide
(Excluding USA/Canada/Caribean)
(Including USA/Canada/Caribean)
0-65
550 days(18mths)
550 days(18mths)
550 days(18mths)
66-70
365 days(12mths)
276 days(9mths)
184 days(6mths)
71-75
365 days(12mths)
184 days(6mths)
123 days(4mths)
76-80
31 days(1mth)
31 days(1mth)
31 days(1mth)
81-85
31 days(1mth)
31 days(1mth)
31 days(1mth)
22. Does annual multi trip insurance include cover within the UK? Yes, so long as the trip is for a minimum of 2 nights and (a) includes pre-booked travel or accommodation OR (b)is more than 25 miles from your home (unless it involves a sea crossing).
23. Does Staysure cover include business or voluntary work? Depending on your requirements Staysure policies may be suitable for you. Staysure does not include manual work other than voluntary manual work not involving the use, installation, assembly, maintenance or repair of heavy electrical, mechanic or hydraulic equipment, or working at heights of over 3 metres. Neither does the policy provide liability cover for employment related claims. We recommend that you check Section 1 (Cancellation & Curtailment) of the policy wording to ensure that you are familiar with any other clauses prior to taking out this policy.
24. Does annual multi trip insurance cover winter sport? Our Basics annual multi trip policy does not provide winter sports cover however all other policies include up to 17 days* as standard (* 17 days in one trip only). This can be extended to 31 days upon payment of an additional premium.
If you are interested in a career with Staysure please don't hesitate to contact us. Fill in the contact form and we will endeavour to get back to you within 48 hours.
We look forward to hearing from you.
Questions?
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Client testimonials
"I found the fact that you cover more serious medical conditions and the information on health coverage very useful."
Bert Franklin
"I decided to use Staysure travel insurance as I had heard good things about the company and you have a reputation for covering a wide age range. I also found your staff to be polite, helpful and knowledgeable."
