Travel insurance terms and conditions

About Us

Holiday Extras Limited (company number 01693250) and Holiday Extras Cover Limited (company number 05058680) are an insurance intermediary, authorised and regulated by the Financial Conduct Authority (FCA) to transact general insurance business. Our registered address is: Holiday Extras Ltd, Ashford Road, Newingreen, Hythe, Kent. CT21 4JF. You can check this information on the Financial Services register by visiting the FCA’s website at https://register.fca.org.uk/ or by contacting the FCA on 0800 111 6768 (freephone) or 0300 500 8082.

We deal with a single insurer for each product in our range. The insurers we can and do place business with are: Allianz Global Assistance, Union Reiseversicherung AG, All Clear, Good to Go and Taurus.

Demands and Needs

All products we offer you are designed to meet the demands and needs of those who wish to ensure that they are financially protected against the risks associated with travelling abroad, including medical emergencies, delayed departures, cancellation and curtailment, lost, stolen or delayed possessions, personal liability and loss of travel money and passport. The levels of cover may vary depending on which options you choose and where you travel to. Please refer to your travel insurance certificate for full details.

Please note that this statement does not constitute advice or a personal recommendation about the suitability of the product to meet your personal needs.

Who We Act For

We act as the agent of the insurer in our dealings with you. We also collect and hold money as agent of the insurer.

Risk Information

The terms of any insurance that we arrange on your behalf will be based upon the information provided by you to us or to your insurers.

You must take reasonable care to answer all questions put to you about your proposed insurance fully, honestly and to the best of your knowledge. If you do not understand the meaning of any question, or if you do not know the answer, it is vital that you tell us. Once cover has been arranged, you must immediately notify us or your insurer of any changes to the information that has been previously provided. The most serious consequence of failing to provide full and accurate information before you take out insurance, or when your circumstances change, could be the invalidation of your cover. In that instance it would mean that a claim will be rejected.

Our Remuneration and Charges

All of our prices are inclusive of 20% Insurance Premium Tax and also include the commission we will be paid by from the insurer as a percentage of the premium. We do not charge any fees in addition to the premium.

Changes To Your Cover

We will normally deal with any requests to increase or amend cover on the day your instructions are received, or the next working day if a weekend or public holiday. Sometimes changes cannot be processed without obtaining additional information. If additional information is required we will contact you as quickly as possible. We will confirm changes to your policy, once agreed, in writing. We will also advise you of any extra premiums you must pay or premiums we must return to you.

Making A Claim

Should you wish to make a claim under your insurance, check your travel insurance certificate and schedule to see whether you have the appropriate cover. You may be asked to provide additional information to substantiate your claim. All claims evidence must be supplied at your own expense in its original form. You can find full details of how to claim in your policy documentation.

Complaints

If you wish to register a complaint or request a copy of our complaints procedures please contact us:For complaints regarding the sale of your policy or the service provided by Holiday Extras: Write to: Insurance Customer Support, Holiday Extras, Ashford Road, Newingreen, Hythe, Kent CT21 4JF Phone: 01303 815 318 Email: insurancecustomerteam@holidayextras.com

For a complaint relating to the handling of a claim please refer to your policy wording for your insurer contact information.

If you cannot settle your complaint with us or the insurer, you may be entitled to refer it to the Financial Ombudsman Service (FOS). You can find out more about this by visiting the FOS website at www.financial-ombudsman.org.uk.If you are a consumer and your complaint relates to insurance purchased from us via electronic means (e.g. on-line or via email or mobile ‘phone) then you are also able to use the EC On-line Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/ who will notify FOS on your behalf.

Cancelling Or Amending Your Policy

Please tell us immediately if your policy does not meet your requirements. If you cancel within 14 days of the receipt of your documentation and you have not made a trip, claimed or intend to make a claim we will give you a full refund. Following this 14 day period, you continue to have the right to cancel your policy at any time by contacting us. If the notice of cancellation is received outside the 14 day cooling–off period no premium will be refunded, however discretion may be exercised in exceptional circumstances such as bereavement or a change to the policy resulting in the insurer declining to cover your medical conditions.

Financial Services Compensation Scheme

You are protected by the Financial Services Compensation Scheme. This provides compensation in case any of its members go out of business or into liquidation and are unable to meet their obligations. Further information can be obtained from the Financial Services Compensation Scheme (www.fscs.org.uk) or by calling 0800 678 1100 or 020 7741 4100.

Law and Jurisdiction

This Agreement shall be governed by and construed in accordance with English Law. In relation to any legal action or proceedings arising out of or in connection with this Agreement we both irrevocably submit to the exclusive jurisdiction of the English courts.

YOU ARE DEEMED TO HAVE ACCEPTED THIS AGREEMENT AND GIVE YOUR CONSENT FOR US TO OPERATE IN THE WAYS DESCRIBED, UNLESS YOU ADVISE US OTHERWISE WITHIN SEVEN DAYS OF RECEIPT.

Our customers' thoughts

“Excellent - everything worked as planned, easy and cost effective. 3rd time I have used your service - no problems at anytime. Thanks for making the start and end of my holiday a pleasure.”
Mr Parsons

"A fantastic and hassle free start and end to our holiday - thank you!"
Mr Newman

"I have already sent an e-mail to your head office in Ashford, Kent thanking you for a really professional service. We will not hesitate to use you again. What we paid for is what we got without any hidden extras. Many thanks."
Mr Wildish

"From booking the hotel with parking to been picked back up at the terminal and returning to the hotel for our car not one problem everything ran very smoothly. I will be using you again when I next go on holiday in November. "
Mrs Robinson