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Please note: You will not be covered for holiday cancellation until your policy start date. Choose today’s date if you want cover as soon as possible.

Barrhead Travel Insurance

Frequently Asked Questions about Barrhead Travel Insurance

Please note, our policies will not cover any claims caused by or relating to Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2), any mutation of Coronavirus, COVID-19 or SARs-COV-2 or any pandemic or fear or threat of any the above. We also can not cover any claims relating to any fear or threat concerning these viruses. This general exclusion applies to all sections of cover except for Section B2 Emergency Medical Expenses. 


For all policies purchased after 13:00 on 16 March 2020 the following advice applies for Coronavirus

Please note, there is no cover under our policies for:
• Cancellation, abandonment or curtailment claims if the Foreign and Commonwealth Office (FCO) advises you not to travel, for example where the FCO advise against all but essential travel to an area affected by Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2) or any mutation of Coronavirus, COVID-19 or SARs-COV-2.
• Any claims as a result of Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2), any mutation of Coronavirus, COVID-19 or SARs-COV-2 or any pandemic or fear or threat of any the above. Except for Section B2 Emergency Medical Expenses. This will only apply if you did not travel against the published advice of the FCO, any local government, local authority or WHO.
 
 
What classes as essential travel (FCO)?
• The FCO does not have a definition of what they class as ‘Essential Travel’. The FCO website states ‘Whether travel is essential or not is your own decision. You may have urgent family or business commitments to attend to. Circumstances differ from person to person. Only you can make an informed decision based on the risks’.
• tifgroup will only cover ‘all but essential travel’ if customers have contacted us with their reasons for travel and cover has been agreed by the Underwriters.
 
Will my policy cover medical treatment for the Coronavirus? And will repatriation be covered?
• If you catch Coronavirus or require medical treatment, then yes cover will be in place for emergency and necessary treatment. Customers should be aware that our policies are travel insurance policies and not private medical insurance meaning that there is no cover for any medical expenses incurred in private medical facilities if we have confirmed that medically capable public facilities are available.
Please contact our Assistance Team if you require medical treatment.
• Our policies will provide cover for repatriation (bringing you home) that is medically necessary. Our Assistance Team will liaise with your treating doctor(s) about your treatment plan and if required obtain a ‘fit to fly’ certificate. We also liaise with you and advise on, and put in place, suitable repatriation plans to get you home as soon as it is medically safe to do so in order to achieve your optimal recovery. Our team are unable to make arrangements to repatriate you where it is against local advice, where travel is restricted or where you would pose a risk to other passengers.
 
Am I covered for cancellation due to the Coronavirus?
• Please note, there is no cover under our policies for cancellation, abandonment or curtailment claims if the Foreign and Commonwealth Office (FCO) advises you not to travel, for example where the FCO advise against all but essential travel to an area affected by Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2) or any mutation of Coronavirus, COVID-19 or SARs-COV-2.
 
If I am stuck abroad due to the Coronavirus and cannot come home on my planned return date, will my travel insurance be extended to cover me until I can get home?
• Depending on your policy, cover may be extended for the following reasons:
o If you are hospitalised, require medical treatment and are unable to fly.
o If your transport is disrupted or delayed.
o If you cannot return home for any reason beyond your control
• We would ask that you check your specific policy wording for more information on this.
 
If I am quarantined due to the Coronavirus, what cover is in place?
• Please note, there is no cover under our policies for any claims as a result of Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2), any mutation of Coronavirus, COVID-19 or SARs-COV-2 or any pandemic or fear or threat of any the above. Except for Section B2 Emergency Medical Expenses. This will only apply if you did not travel against the published advice of the FCO, any local government, local authority or WHO.
Please contact our Assistance Team if you are admitted to hospital.
 
What happens if I arrive at my holiday destination and they refuse entry due to the virus?
• If you travel to an area which the FCO advise against travel to, there would be no cover under the travel insurance policies as this would be considered as a known event.
• If you travel to an area and the FCO advice changes after leaving home, you should contact your travel agent or tour operator for information on availability of flights or refunds in the first instance.
• If you are refused entry at passport/border control, you should contact your airline or transport provider to arrange changing your return ticket to allow you to come home early.
 
Will I be covered if I want to cut my trip short due to the Coronavirus?
• Please note, there is no cover under our policies for cancellation, abandonment or curtailment claims if the Foreign and Commonwealth Office (FCO) advises you not to travel, for example where the FCO advise against all but essential travel to an area affected by Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2) or any mutation of Coronavirus, COVID-19 or SARs-COV-2.
 
Am I covered for travel disruption caused by the Coronavirus?
• If you are unable to return home on your planned date some policies will contribute towards the cost of food and additional accommodation, some may also include the additional costs of getting home. We would ask that you check your specific policy wording for more information on this.
 
If I go out on an excursion for the day and then am not allowed back to my travel accommodation (or cruise ship) due to quarantine, what cover do I have?
• You should follow any instructions issued by the local authorities as it is more than likely that you will have to enter some form of quarantine.
• Travellers should contact their travel agent or tour operator for assistance in the first instance.
• Some policies will contribute towards the cost of food and additional accommodation, some may also include the additional costs of getting home. We would ask that you check your specific policy wording for more information on this.
 
Can I cancel my current policy and take a new policy which has cover for change in FCO advice?
• Yes, however you should be aware that there will be no cover if the FCO has already issued a directive to the area you are travelling to. Your new policy will only cover you for events and restrictions in areas that occur after the date you paid for your policy and may have different terms, conditions and premiums applied.
 
If I have a stop-over in an area which the FCO advices against travel to, am I still covered?
• We would suggest that if you have not started that part of your journey you contact your airline to change your travel plans to move on to the next part of your itinerary.
• If you arrive at your stop-over airport and entry is denied due to the virus you should contact your airline to change your travel plans to move on to the next part of your itinerary.
 
Can my policy be changed to suit a ‘new/different’ holiday or trip?
• If you are offered an alternative destination and or dates from your travel agent, we are pleased to advise that we will shift your insurance policy to fit the new trip without any administration charges, providing the new trip is for the same duration and to the same location or geographical area. Please call the customer service team on the number listed in your policy wording.
 
What can I do with my policy if I am no longer travelling and have received a refund for my holiday?
• If you are within the 14 day cooling off period you can claim a full refund of your premium. 

For all policies purchased before 13:00 on 16 March 2020 the following advice applies for Coronavirus

Am I insured if I travel against the advice of the Foreign and Commonwealth Office (FCO)?
None of the policies underwritten by URV will provide cover if you decide to travel against the advice of the FCO. This would be for ‘All Travel’ and ‘All but Essential Travel’. If the area is classified as ‘All but Essential Travel’ and customers are still planning to go, they must contact us in advance with their reasons for travel and cover must be agreed by the Underwriters.
 
 
What classes as essential travel (FCO)?
The FCO does not have a definition of what they class as ‘Essential Travel’. The FCO website states ‘Whether travel is essential or not is your own decision. You may have urgent family or business commitments to attend to. Circumstances differ from person to person. Only you can make an informed decision based on the risks’. We will only cover ‘all but essential travel’ if customers have contacted us with their reasons for travel and cover has been agreed by the Underwriters.
 
Will my policy cover medical treatment for the Coronavirus? And will repatriation be covered?
If you catch Coronavirus or require medical treatment, then yes cover will be in place for emergency and necessary treatment. Customers should be aware that our policies are travel insurance policies and not private medical insurance meaning that there is no cover for any medical expenses incurred in private medical facilities if we have confirmed that medically capable public facilities are available.
Please contact our Assistance Team if you require medical treatment.
Our policies will provide cover for repatriation (bringing you home) that is medically necessary. Our Assistance Team will liaise with your treating doctor(s) about your treatment plan and if required obtain a ‘fit to fly’ certificate. We also liaise with you and advise on, and put in place, suitable repatriation plans to get you home as soon as it is medically safe to do so in order to achieve your optimal recovery. Our team are unable to make arrangements to repatriate you where it is against local advice, where travel is restricted or where you would pose a risk to other passengers.
 
Am I covered for cancellation due to the Coronavirus?
Travel insurance policies have different terms and conditions regarding what is and what is not covered in regards to the cancellation of a trip. This type of event is usually not covered across the travel insurance industry for cancellation. This is because most policies have specific reasons for cancellation and the “fear of an epidemic, pandemic, infection or allergic reaction” is not one of those reasons. We would advise travellers who have booked package holidays to a destination affected by the viral outbreak and looking to cancel their trip or amend their travel plans to contact their travel agent or tour operator in the first instance. If you are not able to amend your trip and have a medical justification for having to cancel, we would be happy to discuss your situation on a case-by-case basis. Some policies will provide cover for cancellation due to changes in FCO advice.
 
If I am stuck abroad due to the Coronavirus and cannot come home on my planned return date, will my travel insurance be extended to cover me until I can get home?
Depending on your policy, cover may be extended for the following reasons:
• If you are hospitalised, require medical treatment and are unable to fly.
• If your transport is disrupted or delayed.
• If you cannot return home for any reason beyond your control
 
We would ask that you check your specific policy wording for more information on this.
 
If I am quarantined due to the Coronavirus, what cover is in place?
If you are admitted to hospital your policy will usually provide assistance with returning home when you have been discharged.
Please contact our Assistance Team if you are admitted to hospital.
If you are confined to your trip accommodation some policies will contribute towards the cost of food and additional accommodation, some may also include the additional costs of getting home. We would ask that you check your specific policy wording for more information on this.
 
What happens if I arrive at my holiday destination and they refuse entry due to the virus?
If you travel to an area which the FCO advise against travel to, there would be no cover under the travel insurance policies as this would be considered as a known event. If you travel to an area and the FCO advice changes after leaving home, you should contact your travel agent or tour operator for information on the availability of flights or refunds in the first instance. If you are refused entry at passport/border control, you should contact your airline or transport provider to arrange changing your return ticket to allow you to come home early.
 
Will I be covered if I want to cut my trip short due to the Coronavirus?
Travel insurance policies have different terms and conditions regarding what is and what is not covered in regards to cutting short a trip. This type of event is usually not covered across the travel insurance industry for cutting short a trip. This is because most policies have specific reasons for cutting short your trip and the “fear of an epidemic, pandemic, infection or allergic reaction” is not one of those reasons. We would advise travellers who have booked package holidays to a destination affected by the viral outbreak and looking to cut your trip short they should contact their travel agent or tour operator for information on the availability of flights in the first instance. If you are travelling independently from a tour operator or travel agent, you should make your own arrangements to leave by either altering return tickets where possible or booking onto an alternative commercial flight or mode of transport. Claims for independent traveller’s additional expenses in returning home earlier than planned, where medically justified, will be assessed on a case-by-case basis. Some policies will provide cover for cutting short a trip due to changes in FCO advice. We would ask that you check your specific policy wording for more information on this, or contact our claims handlers.
 
Am I covered for travel disruption caused by the Coronavirus?
If you are unable to return home on your planned date some policies will contribute towards the cost of food and additional accommodation, some may also include the additional costs of getting home. We would ask that you check your specific policy wording for more information on this, or contact our claims handlers.
 
If I go out on an excursion for the day and then am not allowed back to my travel accommodation (or cruise ship) due to quarantine, what cover do I have?
You should follow any instructions issued by the local authorities as it is more than likely that you will have to enter some form of quarantine. Traveller’s should contact their travel agent or tour operator for assistance in the first instance. Some policies will contribute towards the cost of food and additional accommodation, some may also include the additional costs of getting home. We would ask that you check your specific policy wording for more information on this.
 
Can I cancel my current policy and take a new policy which has cover for change in FCO advice?
Yes, however, you should be aware that there will be no cover if the FCO has already issued a directive to the area you are travelling to. Your new policy will only cover you for events and restrictions in areas that occur after the date you paid for your policy and may have different terms, conditions and premiums applied.
 
If I have a stop-over in an area which the FCO advises against travel to, am I still covered?
We would suggest that if you have not started that part of your journey you contact your airline to change your travel plans to move on to the next part of your itinerary. If you arrive at your stop-over airport and entry is denied due to the virus you should contact your airline to change your travel plans to move on to the next part of your itinerary.
 
Can my policy be changed to suit a ‘new/different’ holiday or trip?
If you are offered an alternative destination and or dates from your travel agent, we are pleased to advise that we will shift your insurance policy to fit the new trip. Please call the customer service team on the number listed in your policy wording.
 
What can I do with my policy if I am no longer travelling and have received a refund for my holidayIf you are within the 14 day cooling off period you can claim a full refund of your premium. 

Am I covered if I am pregnant?

Yes, cover is provided for complications of pregnancy. Please refer to the meaning of words in the policy wording for the definition of complications of pregnancy and childbirth. Please note that if the due date coincides with the time of travel there is no cover under this policy.

What is a policy Excess?

Most sections of the policy carry an excess. This is the first amount of any claim that you will have to pay. The amount may vary depending on the level of cover you have chosen. It is applicable per person per section.

What is a Pre-existing Medical Condition?

Any serious or recurring medical condition which has been previously diagnosed or been investigated or treated in any way, at any time prior to travel, even if this condition is currently considered to be stable and under control.

If I have a Pre-existing Medical Condition, can I still be covered?

If anyone travelling under this policy has any serious or recurring medical condition which has been previously diagnosed or been investigated or treated in any way, at any time prior to travel, even if this condition is currently considered to be stable and under control, you MUST contact Travel Administration Facilities on 0203 824 0702 to declare the condition(s) and ensure that we are able to provide cover.

How do I make a claim?

To make a claim, phone Travel Claims Facilities on 0203 829 6713 quoting your name and policy number. You can also download a claims form from www.policyholderclaims.co.uk.Alternatively you can now claim online through https://autoclaims.tifgroup.co.uk

What are the Terms and Conditions?

Terms and Conditions are another expression for the Policy Wording. You need to read the Policy Wording carefully because it sets out the cover that you have purchased and also the conditions that you need to meet in order to make a claim.

What are my cancellation rights?

If after reading the policy wording you decide the terms of the insurance contract does not meet your requirements you can, WITHIN 14 DAYS OF THE DATE YOU RECEIVED YOUR DOCUMENTS, return it for a full refund. Should you wish to cancel your policy outside of the 14 day cooling off period, and can confirm that there have been no claims on the policy and that you have not travelled, in addition to a £15 administration charge; the following cancellation terms will be applied dependant on what type of policy you have purchased.

Single Trip policies - In the event you have not travelled and are not claiming on the policy, a refund of 50% of the policy premium and any additional premium applied to your existing medical conditions will apply. If you have travelled or are intending to claim, or have made a claim (irrespective of whether your claim was successful or not) we will not consider refunding any proportion of your premium.

Annual Multi Trip policies - Provided you have not made a claim on the policy (irrespective of whether your claim was successful or not) and you confirm in writing that there is no claim pending, should you choose to cancel and understand that all benefits of the policy will be cancelled, we will refund 5% of the total premium paid, for each full calendar month remaining on the policy from the date of cancellation. If you are intending to, or have claimed (irrespective of whether your claim was successful or not) we will not consider refunding any proportion of your premium.

What do Winter Sports cover?

Provided you have paid the Winter Sports upgrade, you are covered for: ski equipment, piste closure, avalanche cover, ski pack costs up to the limits shown on the summary of cover. Activities covered are:
  • Big Foot Skiing
  • Blade Skating
  • Cat Skiing
  • Glacier Walking
  • Husky Dog Sledding
  • Ice Hockey
  • Kick Sledging
  • Langlauf
  • Mono-skiing
  • Off-piste Skiing/Snowboarding (with a guide)
  • Passenger Sledge
  • Skiing – Nordic/Cross Country
  • Sledging/Tobogganing
  • Sleigh Riding (Reindeer, Horse or Dogs)
  • Snow Biking
  • Snow Mobile/Ski Doos
  • Snow Parascending
  • Snow Scooting
  • Snow Shoe Walking
  • Snow Tubing
  • Snowcat Driving

 

Any activity not listed is not covered by this policy.

What do I do if I need medical assistance when travelling?

Please notify tifgroup-assistance 24 hour emergency advice line on: +44 (0) 203 829 6724 about any serious illness or accident abroad where you have to go into hospital or you may have to return home early or extend your stay (you should first check that the circumstances are covered by your policy). Please provide your name and policy number.

Can we travel independently on our Couple/Family travel insurance policy?

Each adult can travel independently, children can also travel independently but must be accompanied at all times by a responsible adult.

How often can I travel on an Annual Multi-trip policy?

The policy lasts for the complete 12 months, and you can take as many trips/holidays as you wish during the year. Any individual trip or holiday must not last longer than 31 days unless the trip extension to 62 has been purchased and is shown on your policy certificate. If a trip is for a longer period you will need to purchase a Single Trip policy for that particular trip. 17 days Winter Sports cover can be added for an additional premium and Business Cover & Golf Cover, for a maximum of 31 days in total for the whole year, are available at an additional premium. Please contact Rock Insurance on 0343 658 0350.

What is the difference between Standard, Premier and Premier Plus cover?

These are the different levels of cover offered under this policy. Standard offers the least cover, with the highest excess for the cheapest premium. Premier offers a wider range of cover at higher levels with a reasonable excess and is priced reasonably. Premier Plus cover provides the widest range of cover and the highest levels of protection for you and requires you to pay the least amount of excess. As a result Premier Plus cover is the more expensive choice.

How is my policy delivered?

Your policy is emailed directly to your email address shortly after being issued. Please note that some internet providers filter our automated e-mails as SPAM so please check your SPAM/junk folder if the e-mail has not been received. Alternatively, your documents can be delivered by post.

Do you offer cover for over 65s?

Yes we do. The maximum age for taking this policy out is 79 at the commencement of the policy for annual multi-trips and single trips, however winter sports cover is not available to those older than 65

Do you cover non-UK residents?

No, this policy is only available to UK residents that has resided in the UK for at least 6 months of the last 12.

Can children purchase cover if they are under the age of 18?

16 and 17 year olds are able to purchase cover, but they must pay the adult premium for their cover. The policy can only be issued by calling Rock Insurance on 0343 658 0350.

What products do you offer?

Single Trip policies
Annual Multi-trip policies with maximum trip duration of 31 days (can be upgraded to 62 days if under 65 years old)
For Individuals, Couples and Families (including Single Parent Family)
Including optional covers for Winter Sports, Golf, Business Travel, Wedding, Cruise Pack, Travel Disruption and Gadget
Standard, Premier and Premier Plus levels of cover

What credit/debit cards do you accept?

We accept Visa, MasterCard, Maestro/Switch, Solo, Visa Electron, Delta and American Express.

What happens if my bag is stolen with all my travel documents and money whilst I am travelling?

You must report theft or losses to the police or relevant authority within 24 hours of the event and obtain a written report. These reports are the only proof that the loss/theft did actually occur. If you leave luggage and personal items unattended in a public place then we cannot be held responsible for any resultant claim. You should always take reasonable care to look after your property and treat it as if it were not insured. There is no cover for cash or valuables left in an unattended vehicle at any time, even if the vehicle is locked.

Are my glasses covered?

Yes in some circumstances these are covered, but they are subject to a maximum cover limit of £50-£100 depending on the level of policy purchased.

When do I need to purchase my travel insurance?

At the time of booking your travel arrangements to make sure that you have cancellation cover in place for that particular trip.

If your travel arrangements change then you must call Rock Insurance immediately on 0343 658 0350. You must be able to provide the correct period of insurance on your documentation in the event of a claim.

What do I need to take on holiday with me?

Please ensure that you take a copy of your certificate of insurance and a copy of the full policy wording - these documents contain important numbers that you may require whilst travelling.

Are my golf clubs covered?

Yes, up to £1,500 with a Single Article limit of £250, provided you have paid the additional premium for the Golf Cover extension.

Am I covered for cancellation?

If you have paid the appropriate premium, you are covered for cancellation of your holiday for the reasons stated in the policy wordings so long as the incident occurs after the start date on your policy. You may be able to claim (subject to the policy terms and conditions) for any travel or accommodation costs that you have either already paid or are contracted to pay, that you cannot reclaim from the tour operator.

What is an Excess Waiver?

If your policy includes the Excess Waiver, you will not need to pay the excess on any claim. The Excess Waiver must be purchased at the time of booking the insurance and cannot be added on later. Please contact Rock Insurance on 0343 658 0350.

What is an EHIC (formally E111)?

If you intend travelling to European Union (EU) countries, the European Economic Area (EEA) or Switzerland, we would advise you to obtain a Form CM1 from your local main Post Office. On returning this, duly completed, to the main Post Office you will be issued with a European Health Insurance Card (EHIC), which will entitle you to certain free or reduced cost health arrangements in the EU, EEA or Switzerland. (Full details are given in the DSS Leaflet No. SA40).
NB: In the event that you have used the EHIC to effectively reduce the cost or your treatment or medicines; then you will not have to pay an Excess in relation to any medical related claims.

What vaccinations do I need?

You should check with your doctor as soon as possible. Your doctor will be best advised to tell you what vaccinations are required, if any.

Can I change my policy?

We can change your policy within 14 days of purchase (except to add on excess waiver), after this you will only be able to make administration changes such as departure / return dates, extend the policy to cover Dangerous Activities or upgrade the benefit levels within the policy. Please contact Rock Insurance on 0343 658 0350.

Which Special Sports and Activities are covered?

This policy covers many sports and activities as standard. There are some activities that require payment of an additional premium to be covered. There are also some activities which this policy will not cover. Please consult the policy wording for more details.