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 may be entitled to refunds, re-routing, assistance or compensation from the airline under applicable passenger rights legislation, including EU Regulation 261/2004 where relevant.
Before contacting us about costs arising from a cancelled flight, you should first approach your airline, tour operator or package holiday organiser. They are responsible for providing refunds, compensation or alternative arrangements where required by law.
If you are unable to recover your costs directly and you paid using a credit or debit card, you may be able to request a chargeback through your card provider.
Please note that our claims team may experience high volumes at times. Our 24-hour medical emergency helpline remains available for urgent medical emergencies while travelling.
Q. I’m currently overseas and my scheduled return flight has been cancelled. Can you extend my cover?
If you are unable to return home as planned due to a reason covered by this policy, your cover will automatically extend until you are able to return home or until you are admitted to a hospital or medical facility in Ireland.
When your return is delayed by an insured reason other than a medical emergency, cover is only extended until travel arrangements can be made to return home. All cover will end under this policy if you choose not to return home as soon as you can.
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.
This is because under 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.
Q. Should I choose an Annual Multi Trip Policy?
If you plan to take more than one trip during a 12-month period, an Annual MultiTrip policy may be more suitable. This provides cover for multiple trips within the selected destination area during the policy year.
Depending on the level of cover chosen, each individual trip may be covered for up to 31 days (Standard) 45 days (Premium) or up to 60 days (Ultimate).
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. You must complete our medical screening process, which is available online or over the phone, before purchasing cover.
The process asks a series of questions about the condition. If the policy covers other people, you can complete the screening on their behalf. Please ensure you have all the latest information to hand about their condition and any medication they take.
Once the screening is complete the system will confirm whether your condition or conditions can be covered and whether any additional premium needs to be paid.
Please be aware that if a medical condition is not declared and accepted by us in writing, any claims may not be covered.
Q. I want to take a break for over 6 weeks, will this be covered under your annual policy?
Yes. Our Annual Multi Trip 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.
This is not a full list of exclusions. You should read your policy wording carefully to understand the full terms, conditions and exclusions that apply.
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.
Q. What should I do if I have a medical emergency while travelling?
If you require urgent medical assistance while abroad, you must contact our 24-hour emergency medical assistance service as soon as possible using the contact details in your policy documents.
Q. Can I cancel my policy after I buy it?
Yes. You have a 14-day cooling-off period from the date you receive your policy documents or the start date of your policy, whichever is later.
If you cancel within this period and have not travelled or made a claim, or intend to make a claim, you will receive a full refund. If cover has started, a proportionate refund may be given.
Q. How do I make a complaint?
If you are unhappy with any aspect of our service, you can contact us using the details provided on the complaints page of our website. We aim to resolve complaints promptly and in line with the Consumer Protection Code.
If you are not satisfied with our final response, you may refer your complaint to the Financial Services and Pensions Ombudsman.