Travel Insurance FAQ

Policy Queries

What are the maximum ages for your policies?

The maximum age for all our policies is 75 for UK and Europe and 65 if you are travelling to worldwide countries, as at the date of policy purchase. For full details of countries within each region please see the info tab at the destination question of the quote journey.

How do I know if a country is classed as European or worldwide?

When you purchase a policy you will be asked to confirm where you are going. On single trip, you just enter the country to which you are travelling. On annual multi-trip, you need to choose your region of travel. To make things easier, you can click on the separate info button which helps explain the countries included within each region. If you’re still unsure as to your cover region, please contact us at customer@journy.co.uk and we’ll confirm the correct region that you should choose.

Am I covered for one way trips or emigration?

Unfortunately not, the policies that we provide are only returning trips. Therefore you would have be to departing the United Kingdom and returning back to the United Kingdom.

Can I travel independently on an Family Policy?

Yes if you are aged 18 years or over you are able to travel independently on the policy. If you are under 18 years you must be accompanied by a responsible adult aged 18 or over.

How many times can I travel on an Annual Policy?

You can travel as many times as you like, as frequently as you want, as long as it’s not exceeding the maximum trip duration (on any one trip) of the policy you choose to purchase.

Am I covered for cancellation if a family member becomes ill?

You will be covered for cancellation on the policy if a family member becomes ill if this is due to a new or unforeseen medical condition. If family member is one of the travellers insured on the policy and the medical condition has been approved (with the correct additional premium being paid) then you will be covered. If a non-travelling family member becomes ill due to a pre-existing medical condition you will not be covered. See policy documents for full details.

Can I purchase a policy if I don’t live in the UK?

Unfortunately not, you have to be a resident of the United Kingdom to be eligible to purchase a policy. This means you need to have lived in the UK for a period of six months or longer out of the previous twelve months.

Can I purchase a policy if I'm already travelling?

Unfortunately not, you have to be in the UK at time of purchase to be eligible for our policies.

What do I do if my documents are incorrect?

If you find any faults with your documentation then you should contact the Customer Service Team on 0208 106 4251 or customer@journy.co.uk. A friendly colleague will be able to amend any incorrect information on your policy documents and resend an updated copy to you straight away.

Can I change my mind on the policy?

Yes, there is a fourteen day cooling off period in which to get a full refund. This is provided that you haven’t travelled, claimed or are intending to claim on the policy. See policy documents for full details and cancellation terms outside of 14 days.

Medical Queries

What is a pre-existing medical condition?

A pre-existing medical condition is defined as:

1. Any cancerous, respiratory, heart or blood circulatory conditions (including problems with blood flow, including strokes, high blood pressure and cholesterol) for which a diagnosis has been made or treatment has been received in the 5 years prior to purchase of the policy and at any time between purchasing the policy and departing on your trip.
2. Any psychological conditions such as stress, anxiety or depression or psychiatric conditions such as eating disorders, drug or alcohol abuse or mental instability for which a diagnosis has been made or treatment has been received in the 5 years prior to purchase of the policy and at any time between purchasing the policy and departing on your trip.
3. Any medical condition for which you have attended a medical practitioner’s surgery, clinic or hospital; been prescribed medication; or received treatment, in the two years prior to booking the policy, and at any time between purchasing the policy and departing on your trip.

These conditions can be declared and assessed for cover.

In addition to the above, there are medical circumstances and conditions that cannot be considered for cover and are excluded by the policy:

1. any medical condition or set of symptoms for which you have currently been put on a waiting list for treatment or investigation; or awaiting test results; or for which a diagnosis has not yet been made; or for which you have been given a terminal prognosis;
2. any medical condition or set of symptoms in respect of which a medical practitioner has (or would have advised you had you sought their advice) not to travel, but despite which you still travel;
3. any medical condition or set of symptoms for which you are travelling to obtain treatment;
4. any medical condition or set of symptoms for which you are not taking the recommended treatment or prescribed medication as directed by a medical practitioner;
5. your travel against any health requirements stipulated by the carrier, their handling agents or any other public transport provider.

All cover for pre-existing medical conditions of any non-travelling relatives, persons travelling with you but not insured by us, or people with whom you plan to stay on your trip are excluded under this policy.

Please click here for the policy booklet which contains full terms, conditions and exclusions that are applied to the health of you and anyone upon whom your travel depends.

Would I be covered if I have to cancel my trip due to ill health?

Cover for cancellation of your trip is detailed in Section 4 of the policy booklet. Please click here for details.

Do I need to take a European Health Insurance Card (EHIC) with me when I travel?

Yes. When travelling to a country in the European Union (EU) and requiring emergency medical treatment, we will direct you to receive inpatient treatment in a public hospital – we don’t cover any treatment in a private hospital. You must therefore take a European Health Insurance Card (EHIC) if it is still within its validity date following Brexit or obtain a Global Health Insurance Card (GHIC) prior to travel by completing an application form via http://www.nhs.uk/ghic . This allows European citizens to benefit from the health agreements between countries in the EU. (This used to be known as the EHIC).

If you are admitted to a public hospital, you should present your valid EHIC or new GHIC to the hospital. If you are unable to do so, you must co-operate with the 24hr Medical Assistance service in order to obtain one.

If your valid EHIC or GHIC is presented to the treating doctor or hospital when receiving medical treatment within the European Union and the medical costs are reduced, the policy excess applicable under section 1 (Emergency Medical and Repatriation expenses) will be waived.

Do you cover repatriation?

Journy provides cover for repatriation if we agree that the circumstances of your claim are covered by the policy and if the 24 Hour Medical Assistance Service has been contacted and have agreed the repatriation. Cover for Repatriation is detailed in Section 1 of the policy booklet. Please click here for details.

I’m currently undergoing tests, can I still get cover?

If you are waiting for tests/scans/biopsies or any other medical investigations regarding an undiagnosed symptom, then we are unable to provide cover for this. Although, once you have the results of the tests and investigations you can contact us on 0333 772 0346 and a Customer Service Adviser will try there utmost to see if we can provide cover.

What do I do if I am diagnosed with a new medical condition?

If you are diagnosed with a new medical condition, you will need to confirm you are still fit to travel with your medical practitioner.  Travelling against the medical advice of your medical practitioner will invalidate your insurance.

What does IPT mean?

IPT is insurance premium tax which is added to the price of your policy as legally required, currently at the rate of 20%.

What is the excess?

The excess is the first part of the claim that you are responsible for that is applied per section per person in the event of a claim. The excesses applied to each section are detailed on the Schedule of Benefits and vary according to the level of cover you have purchased. The excesses applied to each section are detailed on the Schedule of Benefits. Please click here for details.

The excess is not applied if you have purchased the excess waiver.

Which documents do I have to take with me when I travel?

To make things easier, we recommend that you take all your insurance documents with you when you travel. It’s vital to have them at hand during a medical emergency or any other circumstance that could arise in a claim. In particular, if you have a medical emergency, you will need to confirm your policy details to the 24 Hour Medical Assistance service in order for them to verify cover and provide you with assistance.

How many times can I travel on an annual multi-trip policy?

You can travel as many times as you like on an annual multi-trip policy in any one policy year. Remember, cover is not provided for any individual trips that exceed a maximum of 35 days per trip. If you have chosen a winter sports policy, cover is limited to 35 days in total per policy year.

Who is the insurer?

Your policy is underwritten by Capacity Insights on behalf of the insurer, Hamilton Insurance DAC. Capacity Insights is a trading style of Healix Insurance Services Ltd.

How do I make a claim on my travel insurance?

Please click here or on the How to Make a Claim button on this website for details.

Can my family travel independently on an annual multi-trip policy?

Yes, both adults and children can travel independently on an annual multi-trip policy. However, children (defined as being under 18) must travel in accordance with any relevant carrier requirements for minors and need to be either accompanied by a responsible adult or staying with and being met at their destination by a responsible adult.

What happens when my annual multi-trip policy expires?

Don’t worry - by purchasing an annual multi-trip policy, you have provided us with consent to automatically extend your policy until you instruct us to stop – ensuring that you always remain insured. Each year, we will automatically extend your policy for another 12 months unless you have advised us that you do not want us to do this; or you no longer meet the eligibility criteria to be a Journy policyholder; or product changes require your specific acceptance. In these circumstances, we will write to you at least 21 days prior to the expiry of your policy and ask you to contact us if you would like to purchase a new policy for the coming year.

The automatic extension is based on your current health declaration so if you have had any changes to your medical conditions or the diagnosis of any new medical conditions during the year, you must contact us prior to your policy extending for a further 12 months so that the changes can be assessed and, where required, a revised quote can be provided. If you do not declare any changes to your health to us, cover for any pre-existing medical conditions will be excluded.

Please also note that if you have a trip booked that falls outside your cover dates, cover for cancellation is only in place up to the date of expiry of your policy. After this date no cover is in place for any section. Also, if you have a trip booked that starts during your current policy year and ends outside your period of insurance you must renew your policy prior to the start date of your trip.

How many children can I insure on my travel insurance policy?

Under a single parent family or family policy, cover is provided for a maximum of 6 of your children or grandchildren aged under 18.

I have a European annual multi-trip policy but I will now be travelling outside of Europe. Can I upgrade my policy?

Yes, you can upgrade your policy provided you have not made a claim and have no claims pending and have not started on your trip outside Europe, and provided we can continue to cover any of your pre-existing medical conditions for this new region. Please contact us at customer@journy.co.uk and we will make the change to your policy if permitted.

Can children aged under 18 be covered on their own policy?

No. Individual or group policies can only be made available to consumers aged 18 and over.

I am having trouble paying online. Can you help me?

If you are having trouble paying for your travel insurance online, make sure you check all of your personal and payment details. Ensure you have selected the correct card type and entered your full card number. Check the expiry and/or valid from date has been entered correctly. Also, make sure you have entered the correct security code (CVC). This code is the last three digits shown on the back of your card, or the last four digits at the front of an American Express card. Also, ensure that your billing address is correct.

If you are still having problems processing your payment, Please contact us at customer@journy.co.uk and we will review the query and get back to you.

What is the maximum trip length?

If you have purchased a single trip, you can purchase cover for a maximum of 90 days. If you have purchased an annual multi-trip, you can travel as many times as you like during the 12 month period of insurance but no trip can be longer than 35 days.

Who do I contact in the event of a medical emergency?

In the event of a medical emergency please contact the 24 Hour Medical Assistance service on +44 (0) 1444 465 579 or 247assistance@imglobal.com Have a look at the 24 Hour Medical Help tab on the website for full details.

I already have a policy but I've recently been diagnosed with a new medical condition. What do I do?

If you have developed a new condition since your policy purchase, which falls within the definition of a pre-existing medical condition, you must contact us to declare it as soon as possible. If you fail to declare a change in health, cover for all claims relating to any pre-existing condition will be excluded from cover. Please contact us at customer@journy.co.uk as soon as you are aware of a change in health.

Is dental treatment covered?

Depending on the cover level you’ve purchased, limited cover is provided for emergency dental treatment for the relief of pain. Please click here for the full policy booklet to read the full terms and conditions.

I need to amend the address or contact details on my policy. How can I do this?

Please contact us at customer@journy.co.uk and we will confirm the change.

What sporting or hazardous activities am I covered for?

We provide cover for certain sporting and hazardous activities as standard on the policy. Please click here for the full policy booklet to read the full list of covered activities. If the activity that you want to participate in is not listed here, then it is not covered by the policy unless you contact us and we agree cover in writing. Please contact us at customer@journy.co.uk if you have any queries about cover for activities.

What activities are covered with your winter sports travel insurance?

Please click here for the full policy booklet to read the definition of winter sports covered by your policy.

I've left the UK and forgotten to get insurance. Can I still get cover with you?

Unfortunately, we cannot provide cover if you have already begun your trip.

Do you insure trips within the UK?

Yes, we can provide cover for trips within the UK provided you have at least two nights of pre-booked accommodation away from where you usually live.

I have a question that isn't answered here. What do I do?

If you still have a question that you would like an answer for, please don't hesitate to contact us at customer@journy.co.uk. You might also find the answer in our policy booklet, which you can find here.