Staysure travel insurance FAQ

  • Staysure travel insurance

    Does Staysure insure people under age 50?
    Yes, Staysure can insure people under 50 and has no upper age limit on single trip policies.
    Children under 18 must be accompanied by an insured adult when travelling.
    When should I buy travel insurance?
    Ideally as soon as you’ve booked your holiday. If you’re taking out a single trip policy, cover for cancellation starts at the time you book the trip or pay the insurance premium, whichever is later. Single trip policies from Staysure can be purchased up to 13 months in advance of your holiday, perfect for expensive cruise holidays.

    If you have purchased an annual multi-trip policy, cancellation cover starts at the time that you book the trip or the first day of the period of cover as shown on your Validation Certificate, whichever is later. A Staysure annual policy can be bought up to 90 days before its intended start date.

    Does my policy cover repatriation?
    Yes, all Staysure policies provide cover for Repatriation. Our Basic policy offers cover for up to £5,000,000 whilst our Comprehensive policy offers cover for up to £10,000,000.
    What is Insurance Premium Tax (IPT)?
    Insurance Premium Tax (IPT) is a Government levy that applies to all insurance policies. Currently in the UK Travel insurance qualifies for 20% tax. This tax is not to be confused with Value Added Tax (VAT).

    If you’re taking out an Expat insurance policy, the IPT added will vary according to your home country.

    Can travel start outside of the UK?
    Travel must always commence from the UK – this includes the Channel Islands and the Isle of Man.

    If you’re taking out an Expat insurance policy, travel must always commence from your home country.

    Is Staysure insurance available to non-UK residents?
    Yes, please see Staysure Expat Insurance for non-UK residents.
    Can I cancel my policy at any time?
    Policies are fully refundable (minus any postage or transaction fees) within 14 days of booking for any reason, so long as travel has not commenced and no potential claim has been encountered. After 14 days policies are non-refundable but may be upgraded subject to an additional premium.
    Can I make changes to my policy?
    Yes, upgrades can be made at any time prior to departure within the terms and conditions of the policy. However it isn’t possible to reduce coverage in return for a partial refund.
    Can I renew my policy while travelling?
    We are unable to renew policies while you are travelling outside of your country of residence. We recommend you contact us prior to travel should your policy expire whilst travelling.
    What should I do if I find a mistake on my policy?
    If you notice an error on your policy, please call our Customer Service team on 0333 014 4512.
    What’s the definition of a couple?
    A couple is defined as husband and wife or common-law partners who have lived together at the same address for at least six consecutive months. For annual multi-trip cover each adult may travel independently.
    What’s the definition of a family?
    A family is defined as husband and wife or common-law partners and dependent children under 18 years old. Your children must be in full-time education and/or residing with you.

    On Annual Multi-Trip policies adults may travel independently but the children must travel with at least one of the insured adults included on the policy.

    What’s the definition of a single parent?
    A single parent family is defined as one adult and any dependent child below 18 years of age, 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.
    What should I do if I have not received my policy documents by email?
    All policy documents are sent out by email and usually arrive within 2 minutes where a correct email address has been provided. However, occasionally the email can be rejected by your Internet Service Provider due to limited inbox size or it can be wrongly identified as spam.

    As a general rule if you have not received your policy within 4 hours of making your booking, call our Customer Service team on 0333 014 4512 who will check your email address and resend your documents.

    What should I do if I am unable to open my policy documents?
    Your policy wording document is sent as a PDF file which can only be viewed through Adobe Reader. If not already installed on your computer this program can be downloaded here.

    However, if you are still experiencing difficulties please call our Customer Service team on 0333 014 4512 who will be happy to help you.

    What should I do if I haven’t received my posted policy documents?
    Please allow 7 working days (Monday-Friday) for your documents to arrive before calling our Customer Service team on 0333 014 4512.
    What is the maximum trip duration for a single trip/long stay policy?
    The maximum trip duration varies by age and policy type. Please contact the Staysure travel insurance team on 0800 033 4902 for further assistance. We can now cover up to 104 days on a single trip for any age.
    Does Staysure cover include business or voluntary work?
    Unfortunately Staysure policies do not cover manual work.
    What is the difference between Single Trip and Annual Travel Insurance?
    Single trip travel insurance covers you for one trip to any worldwide destination for upto 104 days.

    Annual multi-trip travel insurance covers you for an unlimited number of trips within a 12 month period.

    Learn about about these policies here:

    Single Trip Travel Insurance
    Annual Trip Travel Insurance

    Will I need Cruise Cover?
    If you’ve got an Ocean Cruise or River Cruise booked please let us know so we can ensure you are covered. Cruise Plus Cover is an additional cover option and protects you against Missed Port Departure, Cabin Confinement, Itinerary Change, Unused Excursions and Cruise Interruption.

    Learn more on our Travel Insurance Cruise page.

  • Pre-existing medical conditions

    Do I need to declare medical conditions which I had over 5 years ago?
    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:

    a) 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

    b) 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.

    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 by your policy. However, cover remains in place for any other unrelated insurance claim.
    Can I take out insurance if I am currently being diagnosed, under referral, awaiting an operation or haven’t been discharged from outpatient care?
    Providing you are not travelling against the advice of a doctor, Staysure can offer cover for medical and repatriation claims in relation to numerous surgeries and the associated condition if they are declared. You will not be covered for cancellation or curtailment if it is due to the condition you are awaiting surgery for.
    You will need to be fully discharged from all post-operative follow ups and from any further investigations before we are able to provide cover.We may still be able to insure you if you are currently being diagnosed or are under referral. Please click here to find out more or contact the Staysure travel insurance team on 0800 033 4902 for more information.
    Do I need to advise Staysure of any changes to my health or medical conditions?
    Yes, any changes to your health/medical conditions since purchasing your policy need to be declared. These changes may result in an additional premium or variation of the cover provided. In exceptional circumstances it may lead to cover being withdrawn. Please call our Customer Services team on 0333 014 4512 to notify us of any changes.
    What sort of medical conditions do you consider?
    We consider all conditions including cancer, heart conditions and diabetes. Learn more on our Travel Insurance Medical page.
  • Automatic renewal

    What is Auto-Renewal?
    Auto-renewals saves you time when it comes to renewing your travel insurance. We take the details you gave us when you purchased your policy and create your quote for another year of travel. We’ll send the details to you in the post and if you’re happy with the quote and if there are no changes you don’t need to do a thing – your policy will automatially renew.

    Please note that we do not automatically renew Expat policies.

    If you have any questions, please call our Renewals team on 0800 014 7808.

    Why do we automatically renew your policy?
    Automatically renewing your policy means you won’t need to worry about your cover lapsing and it will simply roll on year to year with no gap – as long as your medical and payment details remain the same. This means you can relax, safe in the knowledge that you are covered if you want to make a last minute trip.
    How does the automatic renewal process work?
    Each year we will send you a copy of your renewal terms, these may be from your existing provider or a different insurer. We will send your renewal reminder by post or email (depending on how you received your documents the previous year) at least 21 days before your current policy is due to expire, with details of your premium and policy for the coming year.

    If you have chosen to renew using a continuous payment method, we will automatically renew your policy each year, with effect from the renewal date, using the payment details you have provided. Payment will be taken on the day the policy expires. If you have not chosen to automatically renew and do not contact us before your renewal date, your policy will lapse and no insurance will be in place.

    What if my medical conditions have changed?
    Simply contact us at least 5 days before your renewal date if you need to make any changes to your policy. You can call our Renewals team on 0800 014 7808, they will be happy to make any changes to your policy.
    What if I need to change my payment details?
    If you wish to change your card details please call our Renewals Team on 0800 014 7808.
    What if I want to only renew myself and not the other people named on the policy?
    No problem, but you will need to let us know at least 5 days before the date your policy expires in order for us to update this on your policy.
    What if I need to change my personal details such as my address?
    If you wish to change any details on your policy please call our Renewals Team on 0800 014 7808.
    Can I stop my policy from automatically renewing?
    If you’d prefer us not to renew your policy automatically, please call us at least 5 days before your renewal date on 0800 014 7808.
    Can I cancel my policy if it has been automatically renewed?
    Yes, call our Customer Services team on 0800 014 7808 if you would like to cancel your policy after it has been automatically renewed. You’ll have a 14 day cooling off period after the renewal date to cancel and get a refund – assuming no claims have been made.
  • Claims

    Who should I contact if I need to make a claim?
    Depending on the nature of your claim, please call the emergency medical number or general claims number provided on the final page of your policy wording document, or click here for a list of all claims numbers.
    Can I submit my claim online?
    You can download online forms claims relating to cancellation, curtailment, delay and disruption, medical expenses, personal effects (including baggage delay), personal liability & winter sports. The forms as well as supporting information will then need to be submitted by post to the address detailed on the form. The list of forms and information on supporting documents is available here.
  • Travel disruption and security cover

    If I have pre-paid my travel and hotel accommodation as part of a package, can I claim these costs from you?
    If the Foreign and Commonwealth Office (FCO) advises against travel to your trip destination before your trip begins, due to earthquake, fire, flood or a hurricane; then travel and accommodation are covered under ‘Cancellation’. The level of Cancellation cover will be shown on your validation certificate and will reflect your chosen value.
    If I used Air Miles to pay for my ticket, will you cover my loss?
    Unfortunately, tickets paid for with Air Miles or other reward schemes are not covered.
    Will you compensate me if my flight is over booked and I cannot board?
    You are only covered for the following if you have purchased the ‘Travel Disruption Extension’ additional cover option:

    If there are no other suitable alternative flights to be found within 24-hours and you choose to cancel your trip because the alternative transport is not reasonable, we will pay up to £1,000 for your losses.

    What happens if I miss my flight home due to the train at the airport breaking down?
    We will pay you up to £500 to cover additional accommodation if required and travel expenses to reach home again.
    Am I covered if my plane is cancelled or delayed?
    You are only covered for the following if you have purchased the ‘Travel Disruption Extension’ additional cover option:

    If the scheduled public transport on which you are booked to travel is cancelled or delayed, leading to your departure being delayed for more than 12 hours we will pay £20 for the first completed 12 hours delay and £10 for each full 12 hours delay after that, up to a maximum of £100 provided you eventually continue the trip.

    If you’re delayed for more than 24 hours or you are denied boarding (because there are too many passengers for the seats available) and no other suitable alternative flight or public transport could be provided within 24 hours and you choose to cancel your trip we will pay up to £1,000 for either irrecoverable unused accommodation and travel costs and other pre-paid charges or; additional accommodation and travel expenses necessarily incurred in reaching your overseas destination and/or in returning to the United Kingdom.

    Learn more about Travel Disruption Extension.

    Can I claim back Airport Departure Duty/Tax for a journey I could not take?
    Unfortunately, this small cost is not included in our policies.
    What happens if I miss my departure?
    You are only covered for the following if you have purchased the ‘Travel Disruption Extension’ additional cover option:

    £500 is available for accommodation (room only) and travel expenses necessarily incurred in reaching your overseas destination or returning to your home country if you fail to arrive at the departure point in time to board any booked onward connecting public transport as a result of:

    a) the failure of other scheduled public transport; or

    b) strike or industrial action, adverse weather conditions or disruption due to a volcanic eruption; or

    c) you being involuntarily denied boarding (because there are too many passengers for the seats available) and no other suitable alternative flight could be provided within 24 hours.

    Learn more about Travel Disruption Extension.

    What happens if the government says I can’t travel to my destination?
    Cover will be provided if the Travel Advice Unit of the Foreign & Commonwealth Office (FCO), the World Health Organisation (WHO) or regulatory authority in a country to/from which you are travelling issue a directive prohibiting all but essential travel or recommend evacuating an area to which you are travelling.

    Basic policies provide £500 cover with optional £1,000/£3,000 additional cover options available. £5,000 of cover per insured person is provided with Comprehensive policies.

    The cover pays for any irrecoverable unused travel and accommodation costs and any reasonable extra expenses incurred.

    What happens if there is a terrorist event or natural disaster?
    You are only covered for the following if you have purchased the ‘Travel Disruption Extension’ additional cover option:

    We will pay up to £1,000 to repatriate you to your home if it becomes necessary to curtail the trip as a result of a terrorist event, fire, flood, earthquake, explosion, tsunami, landslide, avalanche, volcanic eruption, snow, hurricane, storm or an outbreak of food poisoning or an infectious disease affecting your accommodation or resort.

    Learn more about Travel Disruption Extension.