Changing your policy

It’s important to let us know of any changes to your health or medical conditions, including a new diagnosis, so your policy covers you for everything you need it to before you set off.

We are unable to update medical conditions via email or chats. You can update your medical conditions by logging into your My Staysure account. It’s quick and easy to do, and you’ll avoid paying the admin fee you’d usually have to pay if you called us. 

You'll need to log on to your My Staysure account and click on 'Policies' then 'Amend My Policy' and then proceed with the on-screen instruction. (Please note: If your medical condition doesn't appear on the list then please contact our friendly customer services team)

Adding a new medical condition to your policy may cost a bit extra, but means you’re covered if you have a medical emergency while you’re away, or before you go. If you forget to tell us about any changes to your health, you may not be covered if you have a medical emergency and need to claim. (You will also be able to add medication related to your condition)

If you’re undergoing diagnosis or investigation it's important to contact us to make sure we can still cover you.

If you need to update your card details for a Staysure policy, you can do so by accessing your My Staysure account online.

This can be done when you are purchasing a new policy or renewing an existing one. To get started access your My Staysure account.

Alternatively, if you need assistance, you can reach out to our customer services team.

If you need to update your card details for a Staysure policy, you can do so by accessing your My Staysure account online.

This can be done when you are purchasing a new policy or renewing an existing one. To get started access your My Staysure account.

Alternatively, if you need assistance, you can reach out to our customer services team.

To modify the travel dates on your Single Trip policy, you will need to access your My Staysure account. 

You can change your single trip policy start date as long as it falls within 18 months from the date you bought your policy.

• Once logged in, navigate to "My current policies" and select "amend my policy".
• Follow the on-screen instructions until you reach the "Travel Details" tab, where you will find the option to amend the start date of your trip.

If you are considering extending your Annual Multi-Trip insurance coverage, we have an exciting option for you to consider. Introducing our optional 100-Day Upgrade add-on! Available to be added via your My Staysure account)

• You can access detailed instructions in our article 'How to add the optional 100-day upgrade' 

If you need to make any modifications to your Single Trip Travel Insurance policy, it is important to do so before your original travel date. This ensures that any changes or updates to your policy can be processed and implemented in a timely manner.

Don't have a My Staysure account? No problem at all! We're here to help you get signed up for one. Just click HERE and you'll be on your way to enjoying all the amazing benefits it has to offer!

Unfortunately, it is not possible to add an individual to an existing active insurance policy. Once a policy is in effect, the list of insured individuals cannot be modified. This means that if you want to include someone new in the policy, you will need to wait until the current policy expires or consider purchasing a separate policy for that individual. 

If you require coverage for another person, the most convenient option would be to purchase a new policy specifically for that additional traveller. By obtaining a separate policy, you can ensure that the individual is adequately protected and that their specific needs are accounted for.

To obtain a new quote, please click HERE.

If you haven't bought your policy yet, don't worry! You can easily update your quote to include any extra requirements you may have.

To update the information for your direct debit, you will need to get in touch with Premium Credit Limited directly. Unfortunately, we cannot make changes to these details on your behalf.

You have the option to create an account on the PCL portal, which allows you to make various changes such as updating your bank details and access information regarding the agreement. To create an account and access these features, you can visit the PCL portal.

If you need to get in touch with them, you also have the option to contact PCL directly.

If you are only interested in renewing your group policy, we have a simple process in place. All you need to do is inform us at least five days prior to the renewal date if you pay for your policy in full, or provide us with a notice of 10 days if you are paying on a monthly basis. This will ensure a smooth and hassle-free renewal process for you. We value your commitment to our insurance policy and aim to make the renewal process as convenient as possible.

If you need to make any changes to your quote, the most convenient and efficient method is through your 'My Staysure' account. 

Once you are logged in, you will be able to view and modify your quote according to your requirements. This online platform provides a user-friendly interface that allows you to easily make adjustments to your quote without any hassle. 

Yes, changes can be made at any time before departure within the terms and conditions of the policy. However, it isn’t possible to reduce coverage in return for a partial refund. 

You can make quick changes to your policy on My Staysure if you are looking to: 

• change your personal details 

• add any new, or make changes to existing, medical conditions 

• make changes to your destination or trip dates 

• add Additional Cover Options to your policy 

• add cruise cover to your policy 

If you notice an error on your policy, please call our Customer Service team on 0333 014 4512. 

You will receive your renewal documents by email, or you can choose to have the documents sent to you in the post. You can also view your documents by logging into your MyStaysure account.

If you choose to renew your policy online through My Stausyre, you will have the option to select how you want your documents to be delivered. This option can be found on the summary screen.

You can choose to have your insurance documents posted or you can access them 24 hours a day in your online account.

To have them posted, please email [email protected]

Posting documents typically takes around 5-7 working days to reach their destination. However, if you require your documents urgently, it is recommended to access them online as it is a quicker and more convenient option. By accessing your documents online, you can eliminate the waiting time for physical delivery and have immediate access to the information you need. 

You can access the instructions on how to register and set up your My Staysure account by clicking HERE. This will guide you through the process step by step, ensuring that you can easily create and manage your account. Whether you are a new customer or an existing one, the instructions will provide you with all the necessary information to get started with your My Staysure account.

To download your documents from My Staysure follow the below steps:

• Access your MyStaysure account
• Click 'View My Policy'
• Click 'My Policy Documents'
• You'll then be able to download and print any of the documents you wish.

We understand that it is a difficult time for you and we are sorry to hear about the passing of the policyholder. If you need to provide us with a copy of the death certificate, you can do so by sending it by email to [email protected].

When submitting your documents, it is important to note that you do not have to provide the original copy. A photocopy of the document will be accepted. This means that you can keep the original for your records and submit a copy to us.

In addition, it is essential to enclose a cover letter with your submission. This cover letter will help us identify who the documents are from and provide any necessary context or additional information.

If you request to cancel your policy either in writing or by telephone, the cancellation will be effective on the date that we receive the notice or on the date specified in the notice, whichever is later.

• You have the option to cancel your policy within 14 days from either the date of issue or the receipt of your documents, whichever is later. If you choose to cancel within this period and you have not travelled or made a claim, we will refund any premium you have paid, minus any applicable fees and charges.
• If the cancellation notice is received after the 14-day cooling-off period, no refund of the premium will be given. However, there may be some flexibility in certain exceptional situations, such as in the case of bereavement or if there has been a change in the policy that leads to us no longer being able to provide coverage for your medical conditions. In such cases, we may exercise discretion and consider providing a refund.

If you still wish to cancel your travel insurance policy, there are several options available to you:

• You have the option to submit a cancellation request online by clicking HERE.
  • This link will take you to the cancellation request form on our website. Simply fill out the form with the necessary information and submit it. Our team will then process your request and get back to you as soon as possible.
• You can call our helpful customer service team who will be more than happy to assist you.

The ‘cooling off period’ is a 14-day period after buying your travel insurance policy where you still have the option to cancel it. If you wish to cancel your policy after the 14 day cooling off period, your premium won’t be refunded. 

If you want to cancel your travel insurance policy, you can do so within the cooling off period (14 days of the date you bought your policy) for a full refund. 

To find out more about our cancellation options, take a look at our cancellations page. 

To switch the policy type from a Single Trip policy to an annual multi-trip policy, just access your My Staysure account by clicking on the following link: My Staysure.

• Once logged in, navigate to "My current policies" and select "amend my policy".
• Follow the on-screen instructions until you reach the "Travel Details" tab, where you will find the option to amend your policy from a single trip to an annual multi-trip.
• Once selected, Continue with the on-screen instructions to finalise your change.

Remember the £15 admin fee is not charged when making changes through My Staysure, but you might need to pay for any increase in coverage such as a longer stay.

If you are planning to go on a cruise, we offer two different options for you to choose from.

1. Cruise Cover 
2. Optional Cruise Plus Cover - Visit our Optional cruise plus cover article for more information on adding Cruise Plus to your policy.

If you have an existing policy with us and would like to add on cruise cover you'll need to follow the below steps,

• Access your My Staysure account.
• Once logged in, Select "My current policies"
• Then select "Amend my policy"
• Follow the on-screen instructions until you reach the "Travel Details" tab, You'll find a question asking 'Will anyone travelling on this policy go on a cruise during the period of insurance?'
• Select 'Yes' 
• Scroll down and Click 'Continue' at the bottom of each page until you reach the 'Payment' tab
• Your policy will then be updated and you will receive confirmation of those changes via your chosen communication method.

For more information on our terms & conditions as well as the table of benefits, please visit the policy wording booklet

Depending on the cancellation cover you choose when making a purchase, there is a possibility to increase your cancellation cover up to £15,000 if certain conditions are fulfilled.

This means that you have the option to increase the amount of coverage for cancellations, providing you with more financial protection in case you need to cancel your plans. 

You have the option to seek assistance from our customer service team. If you require any help or have any inquiries, feel free to reach out to them.

To upgrade your policy, please log in to your My Staysure account. You can increase your level of cover and add on extras such as Gadget cover, Travel Disruption or even the region you are travelling to.

Take a look at our upgrade articles below for further information:

• 100-day extension
• Upgrading from a single trip to an annual multi-trip 
• Upgrading to cruise or cruise plus cover
• Car hire excess waiver
• Optional Golf Cover

If you’d rather speak to somebody over the phone, you can call our customer service team who will be happy to help. Please note that an admin fee of £15 may apply when making changes over the phone.

The admin fee of £15 is not charged when making changes through My Staysure but you will have to pay for any increase in cover.

If you have an existing policy with us and would like to add on cruise plus cover you'll need to follow the below steps,

• Access your My Staysure account.
• Once logged in, Select "My current policies"
• Then select "Amend my policy"
• Follow the on-screen instructions until you reach the "Travel Details" tab, You'll find a question asking 'Will anyone travelling on this policy go on a cruise during the period of insurance?'
• Select 'Yes' and then scroll down and click "Continue"
• You'll then be presented with some options for additional cover options and their associated fees, Click the check box for cruise plus cover and then select 'Add'
• Scroll down and Click 'Continue' at the bottom of each page until you reach the 'Payment' tab
• Your policy will then be updated and you will receive confirmation of those changes via your chosen communication method.

For more information on our terms & conditions as well as the table of benefits, please visit the policy wording booklet

If you decide to stay on holiday for longer, and need to extend your travel insurance to cover those added days of your trip, you need to give our Customer Services team a call to amend the dates if you have bought a single trip policy. 

If you have bought an annual policy, by adding our Optional 100 Day Extension to your policy you can extend the 50-day duration limit of your holiday to 100 days (for one trip only), if you’re aged 70 or under. 

To extend your policy, call our Customer Services team on 0333 014 4512.