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Checking and Making Changes to your Policy

Posted on October 23, 2020 by Lucy Hancock
senior woman using laptop with daughter's help

You’ve bought your travel insurance and you’re all set for your next adventure knowing should the unexpected happen, you’ll be protected.

We hope this guide answers any questions you may have about making changes to your policy after you’ve bought your travel insurance.

Can I make changes to my policy?

You can amend your policy at any time before your trip departure date, within the terms and conditions of your policy.

From adding extra cover options, to telling us about a new medical condition, it’s important to keep your policy up to date so it covers you for what you need it to.

While you can amend your policy to increase your level of cover, it isn’t possible to reduce coverage for a partial refund.

Looking to make changes to your policy? To avoid admin fees when calling us, you can amend your policy online through My Staysure.

Can I extend my travel insurance?

If you want to travel for longer, you’ll need to extend your travel insurance to cover any extra days of your holiday. If you’ve bought a Single Trip Travel Insurance policy, you can give our Customer Services team a call to extend your travel dates.

If you have an annual Comprehensive Travel Insurance policy, you can add our Optional 100 Day Extension to your policy. This optional extension can be added to one trip to extend the 50 day duration limit to 100 days, if you’re aged 70 or under.

How do I unsubscribe from Staysure emails?

No longer want to receive emails from us? No problem. At the bottom of our emails you can find an ‘unsubscribe’ button, which will remove you from our mailing list.

How do I change my personal details?

If you need to change your name or address, you can make these amends yourself, online through My Staysure.

If you pay for your annual policy in monthly instalments and need to change your personal details you’ll need to update your Staysure policy and your Premium Credit Limited account.

You can update your travel insurance policy yourself by going online to My Staysure or by giving our Customer Service team a call.

To update your credit agreement, get in touch with Premium Credit Limited on 0344 736 9836.

What should I do if I find a mistake on my documents?

If you notice an error on your policy, please let us know as soon as possible. You can give our Customer Services team a call, or make the changes quickly through My Staysure.

If a medical condition is ‘excluded’ on my travel insurance, what does that mean?

If a medical condition is listed as ‘excluded’ on your policy, this means you told us about your medical condition but chose not to cover it with medical travel insurance.

Any travel insurance claim which relates directly or indirectly to any excluded medical conditions will not be covered. But don’t worry, you can still be covered for any other unrelated claims.

How do I find my policy number?

You can find your policy number on your Validation Certificate, a document that you receive when you buy your policy.

All of your policy information can also be accessed online through My Staysure, to save you needing to call us. If you prefer, you can give our Customer Services team a call to ask any questions you have about your policy.

What should I do if I haven’t received my policy documents by email (if requested)?

After buying your policy, you should receive your policy documents by email, usually within a few minutes. Occasionally, this email can be rejected by your inbox and end up in your spam or junk folder, so it’s worth checking these folders before you get in touch.

If you haven’t received your policy documents after four hours of buying your policy, it’s best to give our Customer Services team a call who will check your contact details and resend your documents.

What should I do if I am unable to open my policy documents sent by email?

We’ll send you an email with a link to download your policy documents. You’ll need your date of birth and postcode to access them.

If you’re struggling to open your policy documents from the email, please give our Customer Services team a call who will be happy to help you.

What should I do if I haven’t received my policy documents through the post?

Your documents should arrive within seven working days (Monday-Friday.) If it’s been seven working days and you still haven’t received your documents, please give our Customer Services team a call.

Lucy Hancock

by Lucy Hancock

Lucy Hancock is Staysure's Content Executive. As a specialist travel insurance provider, we aim to keep up-to-date with travel trends, all while offering tips on how to make the most of your holiday. Lucy travelled across Europe with Interrail in 2017, and her favourite destination was Budapest. She likes big books, big words and the colour yellow.