Help and FAQs
Find answers to commonly asked questions
Frequently Asked Questions
Q. My flight has been cancelled – what should I do?
When an airline cancels a flight you are entitled to certain refunds and compensation from the airline.
We ask that before you contact us in relation to costs arising from the recent spate of flight cancellations that you first directly approach your airline, tour operator or packaged holiday organiser.
If you are unable to get a refund or compensation from any of the above companies and you paid for your trip with a credit card you may also be able to recover your costs through section 75 of the Consumer Credit Act or via a 'chargeback claim'.
Please be aware that our claims team is currently handling a large volume of calls and cases and we would appreciate your patience as there may be a delay in responding to calls or claims submitted.
Our 24-hour medical emergency helpline remains open and operating as normal, but we would politely remind customers that this line should only be used for medical emergencies when travelling.
Q. I’m currently overseas and my scheduled return flight has been cancelled. Can you extend my cover?
Yes, this is covered by your policy, if your return journey is delayed for reasons beyond your control. This will include flight cancellation, medical emergency, or adverse weather, your cover will automatically extend until you can reasonably return home.
Q. I have additional accommodation and travel expenses due to my flight being cancelled. Who should I claim this back from?
If you wish to claim for any additional expenses that you have incurred because you are stranded overseas due to your flight being cancelled, in the first instance you must contact your airline, tour operator or other carrier. So, you can obtain compensation to cover these additional costs.
This is covered by the EU Regulation No. 261/2004, they are responsible for providing refunds, compensation, or alternative arrangements when flights are cancelled.
If you’re unable to get compensation directly, and you paid for your trip using a credit or debit card, you may be able to recover your costs through your card provider’s chargeback process.
More information about consumer rights can be found by visiting the European Consumer Centre Ireland website or the Department of Foreign Affairs travel advice page - www.dfa.ie/travel.
Q. Should I choose an Annual Multi Trip Policy?
If you are taking more than one trip a year, an Annual Multi-Trip policy may be more suitable. This covers you for multiple trips within the destination area you have chosen during a 12 month period for up to 31 days or 60 days depending on the level of cover you select.
Q. Where can I get information on any country I plan to visit?
You can get help from the Department of Foreign Affairs website. The DFA offers a wealth of travel advice, tips and up-to-date, information on most countries.
Q. I have (or have had) medical problems, will my insurance cover this?
Our policies can cover many medical conditions. We offer a medical screening process, and this will tell you whether claims for your existing medical condition will be covered. Some conditions may mean you have to pay a bit more to make sure you're fully covered.
Q. I want to take a break for over 6 weeks, will this be covered under your annual policy?
Yes. Our annual insurance allows up to 45 days for any one trip if you choose Premium, or up to 60 days if you select Ultimate cover.
Q. I live with my partner, but we're not married, are we still eligible for a family policy?
Yes, we can cover you and up to 5 of your children with a family policy. If it's just the two of you, please select a couple policy.
Q. I'm a single parent, do I have to pay the full family price?
No, our pricing is based on who the policy covers.
Q. My child is 18, will they be covered under a family policy?
Our Family policies cover your children aged 17 and under. If your child is 18 or over you can purchase a policy in their own name or purchase a Group policy that can cover you all.
Q. Is there anything I won't be covered for?
There are some exclusions which are detailed fully in the policy wording. Here are some of the main ones:
- Claims relating directly or indirectly to a pre-existing medical condition that has not been declared or accepted by us in writing.
- Travelling against official government or DFA advice.
- Incidents involving alcohol or drugs.
- Loss or damage to belongings left unattended or unsecured.
- Reckless, unlawful, or dangerous behaviour.
- Taking part in activities not listed as covered under your policy.
- Travelling to receive medical treatment or against medical advice.
Q. How will my policy documents be sent to me?
Your policy documents can be downloaded from this site on completion of your purchase and will also be emailed to you.