Travel Insurance. Important telephone numbers. These documents are available in large print, audio and Braille.

Transcription

1 Important telephone numbers Policy queries: Health declaration: (to declare a medical condition or change in your health) 2hr Emergency medical assistance: UK + (0) hr Legal helpline: UK + (0) hr Homecare helpline: UK + (0) Claims: In a life or death situation, call the Emergency Services in the country you are visiting for example 112 within the European Union or 911 in the USA These documents are available in large print, audio and Braille. Please contact us on Phone Textphone and we will be pleased to organise an alternative version for you. Travel Insurance Cover is only available if you are a resident of the UK, the Channel Islands or the Isle of Man. Existing medical conditions are not covered unless they have been declared and accepted in writing by the insurer. Virgin Holidays Limited, Registered in England No Registered address Company Secretariat, The Office Manor Royal, Crawley, West Sussex RH10 9NU is an Appointed Representative of Mondial Assistance (UK) Limited. Virgin Holidays travel insurance is underwritten by AGA International SA and is administered in the UK by Allianz Global Assistance. Allianz Global Assistance is a trading name of Mondial Assistance (UK) Limited, Registered in England No Registered Office 102 George Street, Croydon CR9 6HD. Mondial Assistance (UK) Limited is authorised and regulated by the Financial Conduct Authority. AGA International SA is authorised by Autorité de Contrôle Prudentiel in France and authorised and subject to limited regulation by the Financial Conduct Authority. Details about the extent of our authorisation and regulation by the Financial Conduct Authority are available from us on request. Allianz Global Assistance will act as agent for AGA International SA for the receipt of customer money, settling claims and handling premium refunds. Please read these documents carefully and take them with you on your trip Virgin Holidays Limited will act as agent for AGA International SA for the receipt of customer money and handling premium refunds. Ref: 5251TVL (1) 06/13 Online

2 Contents Page This booklet contains three separate documents. The Demands and needs statement and the About our insurance services documents both explain how the Virgin Holidays travel insurance policy has been sold to you. Demands and needs statement... 1 About our insurance services Policy wording Important information... Summary of cover Health declaration and health exclusions... 7 General exclusions Adventurous activities hour emergency medical assistance Making a claim Making a complaint Reciprocal health arrangements Know before you go Section 1 Emergency medical and associated expenses Section 2 Cancellation or cutting short your trip Section 3 Personal belongings Section Personal money Section 5 Loss of passport Section 6 Delayed personal belongings Section 7 Missed departure Section Delayed departure Section 9 Personal accident Section 10 Personal liability Section 11 Legal expenses Section 12 Hijack / Mugging Section 13 Catastrophe cover Section 1 Pet care Section 15 Homecare Section 16 Airport lounge cover Section 17 Cruise cover Section 1 Winter sports Section 19 Wedding cover... 3 Legal and regulatory information Glossary The Policy wording provides the full terms, conditions and exclusions of the travel insurance policy. Demands and needs statement Virgin Holidays travel insurance is typically suitable for travel customers who wish to insure themselves for medical emergencies, delayed or missed departures, cancellation or cutting short a trip, lost, stolen or delayed belongings, loss of travel money and passport, personal accident, personal liability and legal expenses. The levels of cover may vary depending on where you travel (whether in your home country or overseas). Travel Insurance does not cover everything. You should read this policy carefully to make sure it provides the cover you need. You may already possess alternative travel insurance for some or all of the features and benefits provided by this travel insurance product. It is your responsibility to investigate this. Virgin Holidays Limited has not provided you with any recommendation or advice about whether this product fulfils your specific insurance requirements. Demands and needs statement page 1

3 About our insurance services 1. The Financial Conduct Authority (FCA) The FCA is the independent watchdog that regulates financial services. Use this information to decide if our services are right for you. 2. Whose products do we offer? 3 3 We offer products from a range of insurers. We can only offer products from a limited number of insurers. Ask us for a list of insurers that we offer insurance from. We only offer products from a single insurer. 3. Which service will we provide you with? We will advise and make a recommendation for you after we have assessed your needs for travel insurance. Virgin Holidays travel insurance Allianz Global Assistance 102 George Street Croydon CR9 6HD You will not receive advice or a recommendation from us for travel insurance. We may ask you some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed. 5. Who regulates us? Virgin Holidays Limited is an Appointed Representative of Mondial Assistance (UK) Limited, 102 George Street, Croydon CR9 6HD is authorised and regulated by the Financial Conduct Authority. Our FCA Register number is Mondial Assistance (UK) Limited s permitted business is arranging travel insurance. Mondial Assistance (UK) Limited also has permission to conduct the following business with regards to noninvestment insurance contracts: Arranging Assisting in the administration and performance of a contract of insurance Dealing as an agent Making arrangements with a view to transactions You can check this on the FCA s Register by visiting the FCA s website or by contacting the FCA on What to do if you have a complaint If you wish to register a complaint, please contact us: In writing: Customer Support, Allianz Global Assistance, 102 George Street, Croydon CR9 6HD. By phone: By customersupport@allianzassistance.co.uk If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service for independent arbitration. 7. Are we covered by the Financial Services Compensation Scheme (FSCS)? We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 90% of the claim, with no upper limit. Further information about the compensation scheme arrangement is available from the FSCS, telephone number or , or by visiting their website at What will you have to pay us for this service? A fee. 3 No fee. You will receive a quotation which will tell you about any other fees relating to any particular insurance policy. About our insurance services page 2 About our insurance services page 3

4 Important information Thank you for buying Virgin Holidays travel insurance. Your cover Your policy schedule shows the cover you have chosen, the people who are covered and any special terms or conditions that may apply. Please check it carefully. In return for you paying us the insurance premium, we will pay up to the maximum amount shown in the Summary of cover, for any claim covered under this policy during the period of insurance. Note Your policy does not cover everything. You should read this policy carefully to make sure it provides the cover you need. Certain words have a special meaning and are highlighted in bold print throughout the policy. The full meanings of these words are explained in the Glossary at the end of this policy or within the sections where they appear. If there is anything you do not understand, please call us on or write to Virgin Holidays travel insurance, Allianz Global Assistance, 102 George Street, Croydon CR9 6HD. Your duty You must: take all reasonable steps to protect yourself and your property; and to the best of your knowledge, give accurate answers to the questions we ask when you buy your Virgin Holidays travel insurance policy. If you do not answer the questions truthfully it could result in your policy being invalid and could mean that all or part of a claim may not be paid. If you think you may have given us any incorrect answers, or if you want any help, please call as soon as possible and we will be able to tell you if we can still offer you cover. Cancellation rights If your cover does not meet your requirements, please notify us within 1 days of receiving your policy schedule and return all your documents for a refund of your premium. You should call us on or If during this 1day period, you have travelled, made a claim or intend to make a claim, then we can recover all costs that you have used for those services. Please note that your cancellation rights are no longer valid after this initial 1day period. Renewal of your insurance If you have an annual multitrip cover, Virgin Holidays Limited will send you a renewal notice at least 21 days prior to the expiry of the period of insurance as shown on your policy schedule. We may vary the terms of your cover and the premium rates at the renewal date. Summary of cover The following table shows the maximum amount we will pay and policy excesses for each section of cover. You should read the rest of this policy booklet for the full terms and conditions. Section of cover Maximum amount we will pay (Standard and Gold cover) Excess Standard 1 Emergency medical and 10 million 50 Nil associated expenses Extra travel and accommodation Reasonable costs (including up to 25 a day for meals and phone calls) Funeral expenses 2,500 Hospital benefit 600 ( 20 a day) Dental 350 Excursions Included 2 Cancellation or cutting short your trip 5,000* 50 Nil Loss of excursions Included 3 Personal belongings 1, Nil Valuables 00 Single item, pair or set 250 max Tobacco, alcohol, fragrances 50 max Personal money Nil Cash 250 ( 50 if aged 16 or under) 5 Loss of passport 250 Nil Nil 6 Delayed personal belongings 150 Nil Nil 7 Missed departure Within Europe 600 Nil Nil Outside Europe 1,000 Nil Nil Delayed departure Delay 100 ( 25 per hours) Nil Nil Abandoning your trip 5,000* 50 Nil 9 Personal accident Death 30,000 Nil Nil ( 1,500 if aged 16 and under) Permanent loss of sight or limb 30,000 Nil Nil Permanent total disablement 30,000 (no cover if aged Nil Nil 16 and under or 65 and over) 10 Personal liability 2 million 50 Nil 11 Legal expenses 25,000 Nil Nil 12 Hijack /mugging Nil Nil Hijack 1,000 ( 50 a day) Mugging 1,000 ( 50 a day) Nil 13 Catastrophe cover 500 Nil Nil 1 Petcare 250 ( 25 a day) Nil Nil 15 Homecare 250 Nil Nil 16 Airport lounge cover 60 Nil Nil Gold Policy wording page Policy wording page 5

5 Summary of cover (continued) Extra covers (Only applies when shown on your policy schedule) Maximum amount we will pay (Standard and Gold cover) 17 Cruise cover Cruise connection Within Europe 500 Nil Nil Outside Europe 750 Nil Nil Missed port 500 ( 100 per port) Nil Nil Cabin confinement 300 ( 30 per day) Nil Nil Excursions 500 Nil Nil 1 Winter sports cover Ski pack 300 Nil Nil Hire of alternative ski equipment 250 ( 25 per day) Nil Nil Ski equipment Nil Single article 250 Piste closure 250 ( 25 per day) Nil Nil Avalanche closure 200 ( 50 per day) Nil Nil Search and rescue Reasonable costs Nil Nil 19 Wedding cover Wedding clothes 1,000 per couple 50 Nil Wedding rings 500 per couple 50 Nil Wedding video / photographs 750 per couple 50 Nil Notes *Cancellation top up The limit can be increased to 15,000 for each person insured when the extra premium has been paid and this is shown on your policy schedule. Maximum amount we will pay The most we will pay for each person insured for each trip, unless it says otherwise. Excess Standard Cover applicable The level of cover and optional extra covers you have chosen are shown on your policy schedule. Gold cover is not available on annual multitrip policies. Excess This is the amount we will take off for each person insured, for each section, for each incident claimed for. If you have Gold cover, the excess will not apply. Medical treatment in your home country There is no cover for medical costs you pay in your home country, except for emergency dental treatment. Journey limits (annual multitrip cover only) Annual multitrip cover is for short trips of 2 days or less per trip only. There is absolutely no cover offered by this policy whatsoever for trips which are longer than 2 days per trip. This would include not insuring you for any part of a trip that is longer than 2 days in duration. Winter sports limits Winter sports activities are only covered if you are aged 65 or under and have paid the appropriate premium and this is shown on your policy schedule. You will only be covered for up to 90 days (single trip cover) and 22 days (annual multitrip cover) during the period of insurance (see page 10). Gold Health declaration and health exclusions If you make a claim arising from a medical condition that has not been declared and accepted by us, it is unlikely that your claim will be paid. These apply to Section 1 Emergency medical and associated expenses and Section 2 Cancelling or cutting short your trip. It is very important that you read the following and declare any existing medical conditions to us. 1 You will not be covered for any directly or indirectly related claims (see note at the end of this section) arising from the following if in the 12 months before taking out this insurance or booking your trip (whichever is later), you: a have been prescribed medication; b have received treatment or attended a medical practitioner for any medical condition; c have attended a hospital or a clinic as an outpatient or inpatient; d have been referred for tests, investigations, treatment, surgery or are awaiting results. e have been diagnosed as having a terminal illness. Unless you have declared any existing medical conditions to us and we have confirmed cover in writing. Medical screening service If you have not already done so, you should contact our confidential medical screening service as soon as possible after taking out this insurance or booking your trip to declare a medical condition (or conditions); Phone or visit Based on the medical information you provide, we will confirm if cover can be offered for your declared medical condition (or conditions), and if an extra premium needs to be paid. Occasionally, we may need you to get extra medical information (at your cost) from your doctor to enable us to make a decision. If an extra premium is required, cover will not start until this has been paid in full and we have issued written confirmation. If we are unable to cover the medical condition (or conditions), this will mean that you and any other person insured by us will not be covered for any directly or indirectly related claims arising from the medical condition (or conditions). This applies even if the person with the medical condition (or conditions) decides to buy cover from another provider. Each person insured by us would still be covered for any unrelated medical condition (or conditions) and other sections of cover subject to the terms and conditions of this policy. 2 You will not be covered unless you are fit to travel and able to undertake your planned trip. 3 You will not be covered if you travel against the advice of a doctor or where you would have been if you had sought their advice before beginning your trip. You will not be covered if you know you will need medical treatment or consultation at any medical facility during your trip. 5 You will not be covered if you had any undiagnosed symptoms for which you were awaiting investigations or consultations or the results of investigations and where the underlying cause had not been established. 6 You will not be covered if you are travelling specifically for the purpose of obtaining and / or receiving any elective surgery, procedure or hospital treatment. Policy wording page 6 Policy wording page 7

6 Health declaration and health exclusions (continued) Note Indirectly related claims An indirectly related claim means a medical problem that is more likely to happen because of another medical problem you already have. Sometimes these conditions can lead to the development of other conditions. For example if you: suffer from asthma, chronic obstructive pulmonary disease or other lung disease, you are more likely to get a chest infection. have high blood pressure, high cholesterol or diabetes, you are more likely to have a heart attack or a stroke. have osteoporosis, you are more likely to break or fracture a bone. have or have had cancer, you are more likely to suffer with a secondary cancer. Level of medical cover provided This is not a private medical insurance policy and only gives cover for emergency medical treatment in the event of accident or unexpected illness occurring during your trip. Changes in health for annual multitrip customers If your health changes after taking out this insurance, you must tell us as soon as possible by calling if this means you have to: see a doctor and be referred to a consultant or specialist; or be admitted to hospital for treatment (including surgery, tests or investigations); or await treatment or the results of tests and investigations. We will tell you whether or not your medical condition (or conditions) can be covered and if you need to pay an extra premium. If we cannot cover your medical condition (or conditions), or you do not want to pay the extra premium, you can choose to: make a cancellation claim for any trips already booked; or continue cover on this policy, but without cover for your medical conditions; or cancel this policy and request a proportionate/partial refund (as long as you have not made a claim or intend to make a claim). Note Annual multitrip policy renewals At the expiry of your period of insurance, the terms of your cover and the premium rates may be varied by us. This means we cannot guarantee that we will be able to provide the same terms of cover on your renewed policy or even renew it at all. If you book a trip that does not start until after the expiry date of your policy, you may find that the cover provided for that trip will change when the policy renews. General exclusions These exclusions apply to the whole of your policy. 1 We will not pay any claim directly or indirectly caused by the following. a You not answering accurately any question(s) we have asked you at the time of buying this policy, where your answer(s) may have affected our decision to provide you with this policy. b War, invasion, act of foreign enemy, hostilities (whether war is declared or not), civil war, civil commotion, rebellion, revolution, insurrection, military force, coup d etat, terrorism or weapons of mass destruction (for example, nuclear, chemical or biological). c You not enjoying your trip or not wanting to travel. d You making a fraudulent claim. We may in these instances report the matter to the police. e The effect of your alcohol, solvent or drug dependency or long term abuse. f You being under the influence of alcohol, solvents or drugs, or doing anything as a result of using these substances (except drugs prescribed by a doctor but not for the treatment of drug addiction). g You not following any advice or recommendations made by the Foreign and Commonwealth Office, World Health Organisation or any government or other official authority. This includes where certain vaccinations or other preventative measures (such as malaria tablets) are recommended. Also see page 13 for more information on the Know before you go campaign. h You taking part in an adventurous activity that is not listed or confirmed in writing as covered (see page 10). i You taking part in a winter sport unless you are aged 65 and under, have paid the extra premium to include this cover and the activity is listed or confirmed in writing as covered (see page 10). j You travelling outside the area of cover shown on your policy schedule. k You committing suicide, injuring yourself or needlessly putting yourself at risk (unless you were trying to save another person s life) for example swimming while under the influence of alcohol or climbing from one balcony to another. l You carrying out any illegal, malicious or criminal acts (including those where you are under the influence of alcohol), or you breaking the local road traffic regulations. m You travelling on a motor cycle, unless the rider holds an appropriate and valid licence and both of you are wearing crash helmets. n Travelling in an aircraft, unless you are a passenger in a fullylicensed, passengercarrying aircraft. o Changes in the currency exchange rate. p Your property being held, taken, destroyed or damaged under the order of any government or customs officials q Ionising radiation or radioactive contamination from nuclear fuel or nuclear waste or any risk of nuclear equipment. 2 We will not pay claims (except under Section 9 Personal accident ) for something that is covered by another insurance policy or could be made from someone else, for example any amounts you can get back from private health insurance, any reciprocal health arrangements, transport or accommodation provider, home contents insurer or any other claim amount recovered by you. In these circumstances we will only pay our share of the claim. 3 We will not pay any claim for losses that are not directly covered by the terms of this policy (for example, loss of earnings due to you not being able to work following an illness or injury during your trip, or replacing locks if you lose your keys). You are not covered for a trip that begins before taking out this insurance, unless you have an annual multitrip policy and your renewal date falls during your trip. Policy wording page Policy wording page 9

7 Adventurous activities 2hour emergency medical assistance The following activities have been categorised according to the level of cover we are prepared to offer: Category A Covered at no extra premium: abseiling, aerobics, airboat rides, angling (freshwater / pier / sea), archery, athletics, badminton, ballet, baseball, basketball, beach games, bird watching, body boarding, boogie boarding, bowls, bridge swinging (single), bungee jumping (single), camping, clay pigeon shooting, cricket, croquet, cycling (not bmx or mountain or main mode of transport), deep sea fishing, farm work (unpaid, excluding operating machinery), fell walking, fishing, fitness training, fives, fly fishing, gokarting, grass skiing, gymnastics, handball, high diving (in a pool), hockey, horse riding (not jumping), hot air ballooning (as a passenger), iceskating (rink only), inline skating, jet skiing (as a oneoff only), jogging, keep fit, kite surfing, marathon running, motor cycling (up to 125cc and not main mode of transport), netball, orienteering, pedaloes, pony/elephant/camel trekking, racquet ball, rambling, road running, roller blading, roller hockey, roller skating, safari up to 16 days, sand boarding/skiing, segways, shooting (target), singing, skateboarding, snooker, pool and billiards, snorkelling, softball, squash, swimming, swimming and snorkelling with dolphins/beluga whales/manatees/ stingrays/turtles (when supervised activities with animals in captivity or in the wild), swimming and snorkelling with sharks (when a supervised activity with animals in captivity only), table tennis, tenpin bowling, tennis, trampolining, trekking/walking (up to a maximum height of 3,000 metres), volleyball, weight training, whale watching, zip wiring, X trips (passenger on a tour only). You are also covered at no extra premium for the following when in a pool or inland waters within a 12 mile limit: boating, canoeing (up to grade 3), parascending over water (towed by boat), kayaking (up to grade 2 not white water), rafting (up to grade 3), rowing, sailing, scuba diving (to 1 metres), snorkelling, surfing, swimming, water polo, water skiing, wind surfing, yachting. Category B Covered at an extra premium: backpacking, bridge swinging (more than one), bungee jumping (more than one), caving, cycling (main mode of transport), fencing, football tours (taking part, not professional/semi), gaelic football (taking part not professional/semi), hang gliding, hiking, hill walking, hunting, judo, lacrosse, low impact x driving, luge, martial arts, motor cycling (main mode of transport), mountain biking (including guided tours), parachuting/skydiving (1 solo or tandem jump only. No extended free fall or acrobatics), paragliding, polo, potholing, quad biking (when a supervised activity and wearing crash helmets), rock climbing (when a supervised activity only), safari over 17 days, sand yachting, scuba diving (1 to 30 metres), swimming and snorkelling with sharks (when a supervised activity in the wild with or without a cage), spear fishing (without tanks), street luge (designated course), trekking/ walking (between heights of 3,000 and 5,9 metres), triathlon, walking, weight lifting. You are also covered at an extra premium for the following when in a pool or inland waters within a 12 mile limit: rafting (grade and 5), canoeing (grade and 5). Category X No cover provided: american football, boxing, canoeing (above grade 5), canyoning, cliff diving, endurance races, flying (except passengers in licensed passengercarrying aircraft), football tours (taking part and professional/ semi), gaelic football (taking part and professional/ semi), glider flying, manual work (with machinery or in the building or construction trade), microlight flying, mountaineering (ropes and/or guides), parachuting/ skydiving (more than 1 solo or tandem jump or extended free fall or acrobatics), private flying, rafting (above grade 5), rugby (taking part), scuba diving (in excess of 30 metres), sky surfing, trekking/walking (over 5,50 metres), working with children in any capacity, wrestling. There is no cover for: any professional sporting activity; or any kind of racing except racing on foot; or any kind of manual work (except as described under Category A). Winter sports Covered for up to 90 days (single trip cover) or up to 22 days (annual multitrip cover) during the period of insurance if winter sports cover is shown on your policy schedule and you are age 65 or under (no cover for persons aged 66 or over): on piste skiing and snowboarding, off piste skiing and snowboarding (when you are skiing within the ski area boundaries of a recognised ski resort and following ski patrol guidelines), bobsleighing, crosscountry skiing (on locallyrecognised tracks), curling, dog sledging, ice fishing, luging, monoskiing, ski bobbing, snow cat skiing, snow mobiling, tobogganing. Category X No cover provided: heli skiing, skeleton sledding, ski acrobatics, ski flying, ski jumping, ski mountaineering, ski racing, ski radonee, ski stunting, We may be able to cover you for other activities that are not listed. Please contact us on An extra premium may need to be paid. Phone: UK + (0) Textphone: UK + (0) Fax: UK + (0) international.dept@allianzassistance.co.uk Quote Virgin Holidays travel insurance and the number on your policy schedule. You must contact us immediately about any serious illness or accident where you have to go into hospital, return home early or extend your stay. We are open 2 hours a day, 365 days a year. For minor illnesses or accidents needing simple outpatient treatment where the medical expenses are under 250, if possible, please pay the bills, keep the receipts and make a claim when you return home. Emergency medical assistance service Our experienced multilingual medical assistance team will take full details of the emergency and can help in the following ways. Contacting hospitals and the doctors who are treating you. Monitoring your treatment with our medical advisers. Contacting your doctor to confirm your medical history, where necessary. Making sure hospital and medical bills are guaranteed, where you have a valid claim. Making sure relatives or travelling companions are kept up to date. Arranging travel and accommodation for someone to stay with you (where medically necessary). Deciding and arranging the most suitable, practical and reasonable way to bring you back home. This will normally be by regular airline or road ambulance but, where medically necessary, an air ambulance or air taxi with trained medical escorts will be organised. We can also arrange for you to be admitted into a hospital in your home country. Note This not a private medical insurance policy and only gives cover for emergency medical treatment if you have an accident or suffer an unexpected illness. Policy wording page 10 Policy wording page 11

8 Making a claim Visit: This will lead you to our online claims notification service where claim forms can be obtained immediately via or by downloading directly from the site. Phone: Textphone: Write to: Travel claims department, PO Box 1900, Croydon CR90 9BA. travel.claims@allianzassistance.co.uk. Quote Virgin Holidays travel insurance and the number on your policy schedule. Claims service Please fill in and return the claim form with all the information and documents we have asked for, as soon as possible. For all claims we will need the following. Your trip booking invoice (or invoices) and travel documents showing the dates and times of travel. Original receipts and accounts for all outofpocket expenses you have paid. Original bills or invoices. Details of any other insurance you may have that may cover the same loss, such as home or private medical insurance policies. As much evidence as possible to support your claim. Note You will often need to gather some information about your claim while you are away. Under each section of cover there is a box called. This gives details of the extra information we need for each type of claim. Reciprocal health arrangements European Health Insurance Card (EHIC) The EHIC entitles you to medical treatment, at a reduced cost (or sometimes free), while you are in a European Economic Area (EEA) country or Switzerland. The EEA is made up of the European Union (EU) countries plus Iceland, Liechtenstein and Norway. The EHIC only entitles you to the same governmentprovided medical treatment as a resident of the country that you are visiting. The EHIC will not cover any medical treatment in a private hospital or clinic, or the cost of bringing you back home. You can apply for an EHIC online at or by calling Application forms are also available from the Post Office. Note The EHIC does not cover the cost of medical treatment in a private hospital or clinic, the additional cost of returning to your home country or for a relative to stay or fly out to be with you. In a medical emergency you may have no control over the hospital you are taken to or the closest hospital may be private. Australia When travelling to Australia, you can enrol in Medicare which will entitle you to hospital treatments and medicines at a reduced cost. You can do this by contacting a local Medicare office in Australia. If you want to claim a refund of costs under the Medicare scheme, you must do this before you leave Australia. For more information on Medicare visit or 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. Making a complaint We always aim to provide you with firstclass service. However, we know that things can sometimes go wrong and there may be times when you feel we have not done so. If this is the case, please tell us, so that we can do our best to sort out the problem. Please write to: Customer Support, Allianz Global Assistance, 102 George Street, Croydon, CR9 6HD. Telephone: customersupport@allianzassistance.co.uk To help us deal with your complaint as quickly and efficiently as possible, please tell us your name, address, phone number and claim reference and enclose copies of relevant correspondence and quote the number on your policy schedule. If you are not satisfied with our final response, you can refer the matter to the UK Financial Ombudsman Service. If you make a complaint, your legal rights will not be affected. Know Before You Go As a partner in the Know Before You Go campaign, we are working with the Foreign and Commonwealth Office (FCO) to help British travellers stay safe while abroad. Before you travel abroad, visit the FCO website at It is packed with essential travel advice and tips, plus uptodate information about different countries. Note You will not be covered under this policy if you do not follow any advice or recommendations made by the Foreign and Commonwealth Office (FCO). Policy wording page 12 Policy wording page 13