Travel Insurance FAQs

Here are some of the questions we are frequently asked about our Travel Insurance. If you can't find an answer here please refer to your Travel Insurance Policy Wording and the Insurance product information documents in our key documents section.

If you have any further queries, please call us on 0370 060 0344. Lines are open 8am to 7pm Monday to Friday, 9am to 5pm Saturday, closed on Sunday.  Call charges will vary.  Calls may be recorded and monitored.

Legal & General Travel Insurance is sold and administered by Hood Travel Limited and underwritten by AWP P&C SA.

For further information about your policy or getting a Travel insurance quote, please refer to Questions about my policy and Questions about getting a quote.

Who is the underwriter for Legal & General Travel Insurance?

Legal & General Travel Insurance is sold and administered by Hood Travel Limited and underwritten by AWP P&C SA.

Can I buy Legal & General Travel Insurance if I live overseas?

No, our policies are only available to residents of the UK, the Channel Islands or the Isle of Man who are registered with a doctor and have not spent more than six months abroad during the year before the policy was issued.

What do you mean by the term UK resident?

This means that you must be living in England, Scotland, Wales, Northern Ireland, the Channel Islands or the Isle of Man and are registered with a doctor and have not spent more than six months abroad during the year before the policy was issued.

What cover choices do I have?

Bronze is the lowest priced policy that we offer. It covers in the event of cancellation or curtailment of your trip, replacing travel documents or passports, personal liability and missed departures.  It will also cover your medical expenses up to £10 million should you have an accident or become ill whilst abroad. 

Silver has all the benefits of the Bronze Cover but with higher benefit levels for most sections of cover and lower excesses.

Gold provides protection against everything in our Silver Cover but has increased benefits for a number of sections of cover and lower excess payments should you need to make a claim.

Further information can be found in the  PDF file: Travel Insurance Policy Wording PDF size: 286KB . Limitations and exclusions apply.

Important information: Please ensure you have carefully read through the benefits and the exclusions when selecting your insurance cover. It's essential that you select the appropriate cover for your individual circumstances and type of holiday. Legal & General Travel Insurance cannot advise you on the cover to purchase, but we suggest that you consider the impact should you fall ill or get injured whilst abroad and also the value of your personal belongings.

The level of cover you choose (Bronze, Silver or Gold) will be clearly detailed in your policy documentation. This will be sent to you after purchasing your Travel Insurance policy.

I'm going on a cruise – will your insurance cover me?

Yes, but only if you buy our Cruise Cover option when you choose your cover. If you choose to include our Cruise Cover option, you will see this detailed in your policy schedule.

As cruise holidays cover many different destinations, please ensure you’re covered for each country you’ll be visiting.

What is a policy excess?

This is the amount of money you will be required to pay in the event of a claim. Please ensure you understand the different excess amounts payable on the different cover options. You'll find the excess levels in the Insurance Product Information Documents and the Policy Booklet.

What does exclusion mean?

An exclusion is something that is not covered under the insurance policy. As with all insurance, this policy has benefits, exclusions, and conditions. You should review the  PDF file: Gold: Insurance Product Information Document PDF size: 352KB  in full before you buy to ensure it meets your needs. For full details of exclusions please read the  PDF file: Travel Insurance Policy Wording PDF size: 286KB .

I'm travelling today. Can I get cover immediately?

Yes. Once you have confirmed your card details and you have completed all the steps in the process you will be covered to travel. You will see a confirmation page online and will also be sent the policy documents to the email address you entered during the application process.

What if I need to make a complaint?

If you're unhappy with any part of the service provided by Legal & General Travel Insurance, please contact our Customer Services team on 0370 060 0344.  Call charges will vary.  Calls may be monitored and recorded.

If you're not happy with the final response you can contact the Financial Ombudsman Service:

Address:

Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR

Phone:

0800 023 4567 or 0300 123 9123

Email:

complaint.info@financial-ombudsman.org.uk

I have a European Health Insurance Card entitling me to free/reduced cost emergency treatment. Do I need insurance?

The card (that replaced the E111 form) entitles you to state provided health care in all European Economic Areas and Switzerland. You can visit EHIC to find out exactly what you are covered for.

This card does not cover you for private treatment or repatriation back to the UK so it is advised that you ensure you have sufficient cover for your trip.

How do I know if it's safe to holiday in my chosen country?

The Foreign Commonwealth Office (FCO) provide up-to-date information and advice by Country and detail if it's safe to travel there. Check the FCO website prior to travelling. 

Please note you will not be covered if you travel to a country which the FCO have listed as unsafe to visit

Information can be found here.

Who are the FCO?

FCO stands for the Foreign Commonwealth Office. They are a government agency providing important advice and support for British nationals travelling abroad. They also list the countries that they consider unsafe to visit.

Please note you will not be covered if you travel to a country which the FCO have listed as unsafe to visit.

What happens if I fall ill or injure myself abroad?

If you or any person insured under the policy is hospitalised, require specialist treatment, test, scans or repatriating to the UK you'll need to contact:

Emergency Medical Assistance on +44 (0)20 8666 9315

Call charges will vary. Calls may be recorded and monitored.

Please tell us immediately about any serious illness, injury or accident abroad where you have to go into hospital or you may have to return home early or extend your journey because of any illness or injury. You must also tell us if your medical expenses are over £500. If you are unable to do this because the condition is life, limb, sight or organ threatening, you should contact us as soon as you can.

How are medical expenses arranged?

Please tell us immediately about any serious illness, injury or accident abroad where you have to go into hospital or you may have to return home early or extend your journey because of any illness or injury. You must also tell us if your medical expenses are over £500. If you are unable to do this because the condition is life, limb, sight or organ threatening, you should contact us as soon as you can.

If you are claiming for a minor illness or accident you should, where possible, pay the costs and reclaim the money from us when you return.

For medical emergencies you can call 24 hours a day 365 days a year or email.

Phone: UK +44 (0)20 8666 9315
Fax: UK +44 (0)20 8603 0204
Email: medical@allianz-assistance.co.uk

Call charges may vary. Calls may be monitored and recorded.

Please give us your age and your policy number. Say that you are insured with Legal & General Travel Insurance.

What should I do if I require medical treatment in Australia?

Please tell us immediately about any serious illness, injury or accident abroad where you have to go into hospital or you may have to return home early or extend your journey because of any illness or injury. You must  also tell us if your medical expenses are over £500.  If you are unable to do this because the condition is life, limb, sight or organ threatening, you should contact us as soon as you can.

You can contact the Emergency Medical Assistance Service on +44 (0)+44 (0)20 8666 9315 

If you are travelling to Australia you can enrol in Medicare which will entitle you to subsidised hospital treatments and medicines. You can do this by contacting a local Medicare office in Australia. All claims for refunds under the Medicare scheme must be made before you leave Australia.

For more information on Medicare visit: www.medicareaustralia.gov.au or email: medicare@medicareaustralia.gov.au If you make use of these arrangements or any other worldwide reciprocal health arrangement which reduces your medical expenses, you will not have to pay an excess.

Lines are open 24 hours a day, everyday. Call charges outside the UK may vary.

What is meant by the term Doctor?

Doctor.  A legally qualified doctor holding the necessary certification in the country in which they are currently practising, other than you or a relative.

I don't know which policy to purchase: a Single Trip or Annual Multi-Trip policy?

If you're only planning to travel once in a year then a Single Trip policy could be more appropriate for you. However, if you're planning to go on holiday more than once in a year then an Annual Multi-Trip policy could be more cost effective and also save you having to take out a new policy each time you travel.

You should ensure that each of the holidays you are planning will be covered by the policy you have selected.

If I buy the Annual Multi-Trip policy, how many days am I covered for during the year?

Bronze, worldwide travel up to 31 days

Silver, worldwide travel up to 45 days

Gold, worldwide travel up to 62 days

Please note: 

You will only be covered if you are aged 79 or under at the start date of your policy (for annual multi trip cover) or the date your policy was issued (for single trip cover). You will be covered for taking part in the activities listed as 'Winter Sports Option' and/or 'Sports and Activities package' for up to 17 days in total when the premium has been paid for this cover.

Can children travel separately/on their own on either policy?

No. Each adult can travel independently, however, all insured children must travel with at least one of the insured adults.