HSBC Insurance Aspects: Travel Insurance - HSBC UK
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HSBC Insurance Aspects: Travel Insurance Policy Wording. Policy Number: 060605/011012 Effective from 20 April 2019 Please take time to read this policy booklet as it contains important information about your Worldwide Travel Insurance. To be covered you and any insured persons need to be: ®® under 70 when your trip starts ®® a UK* resident ®® registered with a doctor in the UK in order to make any medical claims. *definition of UK includes Channel Islands and Isle of Man hildren are covered if they are under 18 years of age (under 23 years of age C if in full time education and living at home outside of term time). To help you understand what you are covered for at a glance – we’ve highlighted some common questions such as: ®® do I need to tell you that I’m travelling? ®® do you need to know about any medical conditions? ®® what is the maximum trip length? ®® are holidays in the UK covered? ®® are business trips and winter sports covered? ®® how do I make a claim? ®® can my partner travel independently? Further details are on page 2.
2
Welcome to your
HSBC Insurance Aspects: Travel Insurance
Please take time to read this booklet as it contains important
information. If you have a question and cannot find the answer either
below or in the policy wording, please contact Customer Services.
Do I need to tell you No. As long as you have told us about any relevant pre-existing
that I am travelling? medical conditions you do not need to register with us or tell us
that you are travelling.
Do you need to Yes. If you, or any insured person have a medical condition(s),
know about any you should check to see if the condition(s) is covered
medical conditions? automatically on the “Accepted conditions” list. If the condition
is not listed and if in the 12 months prior to booking a trip you
have been prescribed medication, have received or are awaiting
medical treatment, tests or investigations, been referred to a
specialist or admitted to hospital, then you should call us before
booking trips. Undiagnosed symptoms are not covered. Please
see the ‘Your Health’ section with the “Accepted conditions” list
on page 21 for full details of when and what you must declare.
What is the policy Where a policy excess applies it is £50 per person, per trip.
excess?
What is the Trips should be no longer than 31 days and must start and end in
maximum trip the UK, Channel Islands or Isle of Man. However, when booking
length? your trip, you may be able to purchase an upgrade to cover an
extended duration.
What upgrades are The following upgrades may be available for an additional
available on this cost; extended trip duration up to 120 days, increased cover
policy? for cancelling your trip or coming home early up to £7,500 per
person, increased cover for golf equipment and green fees. For
further information please see page 14.3
Are holidays in the Yes. Holidays in the UK, Channel Islands or Isle of Man need to
UK covered? involve a stay of at least two consecutive nights in pre-booked
holiday accommodation. Please see our definition of pre-booked
holiday accommodation on page 12.
Are winter sports Yes. Winter sports holidays are covered for up to a maximum of
holidays covered? 31 days in any calendar year. Please see the full details of what
is covered on page 35.
Are business trips We will provide cover if you travel outside the UK to carry out
covered? office-based clerical or administrative duties. You are covered
for up to a maximum of 31 days in any calendar year. We do not
cover any other type of business travel, even if you have some
leisure time during your trip.
Can my Yes, partners who are not named account holders can travel
partner travel without the account holder at any time provided they are eligible
independently? and the account holder is aged under 70.
Can I claim for No. There is no cover under this policy for problems with your
cancellation of travel documents before you leave. If your passport is lost or
my trip if I have a stolen or damaged while you are abroad there is cover in this
problem with my situation. Please see the Emergency Travel Document section
travel documents, on page 33.
e.g. my passport
is out of date/not Before you book a trip, check the entry requirements of the
arrived in time or country you intend to visit with the local government embassy
my visa is invalid? and/or the Foreign and Commonwealth Office website
gov.uk/foreign-travel-advice.
How do I make To make a claim please call the relevant number on page 4 and
a claim? refer to the information on page 7. Please see pages 8-10 for the
limits and excesses which will apply to each section.4
Travel Insurance Helplines
Medical Risk Assessment Within the UK 08000 517 142
Please refer to the ‘Your Health’ section on Lines open: 8am – 9pm every day
page 20 to find out if you need to tell us except Christmas Day, Boxing Day
about medical condition(s). and New Year’s Day.
24-hour Medical Emergency Assistance Within the UK 08000 517 451
If you are injured or fall ill while you are away, Outside the UK +44 1603 605 142
please contact this helpline.
All lines open: 24 hours, 365 days a year.
Customer Services Phone 03457 404 404
Use this number for all general policy enquiries. Textphone 03457 125 563
Policy documentation is available in large print, All lines open: 24 hours, 365 days a year.
audio and Braille. If you require any of these
formats please contact HSBC
Travel Claims Within the UK 08000 517 452
Use this number to report any travel claims, Outside the UK +44 1603 604 910
which are not as a result of a medical
Lines open: 24 hours, 365 days a year.
emergency.
Legal Expenses Claims and Advice Within the UK 01603 208 533
Use this number to report any legal expenses Outside the UK +44 1603 208 533
claims or if you require advice for any personal
Lines open: 24 hours, 365 days a year.
legal problem that may lead to a claim under
this policy.
Travel Assistant Within the UK 08000 517 453
This helpline can assist you with a wide range Outside the UK +44 1603 605 120
of travel advice before and while you are away.
Lines open: 24 hours, 365 days a year.
Please do not call this number for policy queries
or claims.
Policy Upgrades 0800 328 1563
Additional cover may be available to extend Lines open: Mon to Fri (9am to 5pm).
your trip duration, increase cancellation cover
and add cover for golf equipment and fees.
Telephone call charges and recording
Calls to 0800 numbers are free from UK landlines and mobiles.
The cost of calls to 01, 02 and 03 prefixed numbers are charged at national call rates
(charges may vary dependent on your network provider) and are usually included in
inclusive minute plans from landlines and mobiles.
For our joint protection telephone calls may be recorded and/or monitored.5
Travel Assistant While travelling:
®® how to replace lost or stolen passports,
Helpline driving licences, air tickets or other travel
documents;
This service can help you sort out all kinds ®® how to trace your baggage with the
of travel problems before you go and while airline operator if it is delayed or lost;
you are away; from providing information ®® why, how, where and when you should
on the countries you are visiting to sorting contact local embassies or consulates;
out non-medical emergencies. ®® how to transfer money out to you if you
need it;
Advice before you travel:
®® cancellation of credit cards, if lost or
®® any visa and entry permits you might
stolen, and helping you to report the loss
need;
to your card provider;
®® any necessary vaccination and
®® provide information to close relatives,
inoculation requirements, and where
friends or employers if you have to go
you can get them;
into hospital.
®® what you should take with you
regarding first aid and health; Other emergency services while
®® what currencies and travellers’ cheques travelling:
to take with you, and what the current ®® a ‘phone home’, translation and
exchange rates are; interpretation service if you need
®® the languages spoken, time zones, bank it in an emergency.
holidays and climate of countries you
plan to visit; Please note: There is no charge for the
®® import and export allowances for provision of the advice guidance or other
tourists. emergency service shown above. However,
if you wish us to obtain goods or services
on your behalf that are not covered by a
claim under this policy, you will need to pay
any fees that the provider charges and you
will need to adhere to the provider’s terms
and conditions.6
Foreign and Air and maritime
Commonwealth passenger rights
Office (FCO) – For the latest advice and further details
Travel advice by on your rights please visit the following
websites:
country caa.co.uk and search for ‘travel problems’
We are working with the FCO to help British and dft.gov.uk and search for ‘maritime
travellers stay safe overseas. Before you passenger rights’.
travel abroad, check out the FCO website.
gov.uk/foreign-travel-advice. You should also refer to the terms and
conditions of the carrier you are travelling
It is packed with essential travel advice with.
and tips, plus up to date information about
different countries. Please note – we are not responsible for
the content of other websites.7
Your claim
If you need to make a claim please telephone the number shown on page 4 immediately.
Only a selection of claims scenarios are shown below. Please refer to the relevant section
within this policy booklet for full details of cover and any evidence we may require.
Type of claim What must I do? What will I need?
Cancelling your ®® Check that the reason you ®® For medical claims, we will
trip or coming need to cancel or come home send a medical certificate for
home early early is covered. completion by the patient’s
See page 22. ®® Contact the Medical doctor to confirm the reason
Emergency Helpline before for your claim.
returning home. ®® Evidence of your booking and
the cancellation.
Travel delay after ®® Check that your delay ®® Written confirmation from
check-in was over 12 hours before the airline/carrier of the actual
See page 26. submitting a claim. date and time of departure
and the reason for the delay.
Missed departure ®® Do all you can to get to your ®® A repair or assistance report if
See page 26. departure point on time. the vehicle you were travelling
in broke down or was involved
in an accident.
Enforced stay ®® Contact your airline/carrier ®® Written confirmation from
abroad and they will advise if you the airline/carrier of the actual
See page 26. should travel to the airport/ date and time of your return to
port to check in at your the UK.
specified time. ®® Documentary evidence of
costs incurred if you make
your own way home.
Medical ®® Contact the Medical ®® All medical reports given to
emergency Emergency Helpline before you by the treating facility.
See page 27. any hospital admission or as
soon as possible thereafter.
Legal expenses ®® Contact the Legal Expenses ®® We will tell you when you call
See page 30. Claims and Advice Helpline if we need anything else to
as soon as you are aware of deal with your claim.
the incident.8
Type of claim What must I do? What will I need?
Delayed baggage ®® Report the loss/damage to ®® Written confirmation from the
See page 32. the airline/carrier within the airline/carrier of the number of
timescales stated within their hours delay.
terms and conditions.
Emergency travel ®® Report incident to the police ®® All receipts for any costs
documents as soon as reasonably incurred.
See page 33. possible.
Baggage and ®® Take all reasonable steps to ®® A ‘Property Irregularity Report’
personal money recover lost/stolen property. from the airline/carrier and
See page 36. ®® Report incident details to the your baggage tag receipts.
police as soon as reasonably ®® Proof of purchase of the lost,
possible. stolen or damaged item.
®® Report the loss/damage to ®® Proof that you owned the
the airline/carrier within the money and its value.
timescales stated within their ®® A written report from the
terms and conditions. police or any other relevant
®® Do not dispose of damaged authority.
items.9 Guide to your HSBC Insurance Aspects: Travel Insurance Policy Page Section 1 – Important information 10 Important information about this policy 10 Section 2 – Policy Wording 11 Definitions11 Helpful and important information about this policy 13 General Exclusions 15 General Conditions 17 Your health – cover and exclusions for medical conditions 20 Accepted medical conditions list 21 On your trip 22 Cancelling or coming home early 22 Travel disruption 25 Emergency medical and associated expenses 27 Accidental death and permanent disability 29 Legal expenses and advice 30 Personal liability 31 Your possessions 32 Catastrophe cover 34 Winter sports 35 Your Activities 37 Complaints procedure 39 Compensation40 Further information about your policy 40 HSBC Privacy Overview 40 Aviva Privacy Notice 40
10
Section 1 – Your cancellation rights
To exercise your right to cancel this policy
Important Information you must contact HSBC to cancel HSBC
Insurance Aspects. If the qualifying account
How long does my HSBC Insurance remains in force and the HSBC Insurance
Aspects: Travel Insurance run for? Aspects continues, this policy will remain
All cover under this policy will cease active until the first of the termination
automatically if: events shown above occurs.
1. the Insurance Aspects holder: How do I make a claim?
Should you need to make a claim under
®® Closes the qualifying account. this policy, please contact the appropriate
®® Cancels HSBC Insurance Aspects. helpline shown on page 4.
®® Reaches 70 years of age (on joint
accounts cover continues for the other How do I make a complaint?
eligible account holders until they We hope you will be happy with the service
reach age 70). that we provide. However, if for any reason
you are unhappy with it, we would like to
®® Is no longer a UK, Channel Islands or
hear from you.
Isle of Man resident.
®® Is believed to be or reasonably suspected If you are unhappy with any aspect of the
by us to be acting fraudulently. handling of your claim please contact:
2. HSBC: ®® The Travel Claims Helpline number
shown at the front of this booklet; or
®® Cancels HSBC Insurance Aspects under
®® The HSBC Claims Department,
one of the reasons set out in the HSBC
Aviva Insurance Limited,
Insurance Aspects terms and conditions.
PO Box 432, Chichester PO19 1QA.
Eligibility
If your complaint is regarding anything else
As your circumstances may change over
please contact:
time, it is important that you review the
terms and conditions of this policy regularly
®® The Customer Services Helpline number
to check you remain eligible and that the
shown at the front of this booklet.
cover remains adequate for your needs.
Both HSBC and Aviva are covered by the
Meeting your needs
Financial Ombudsman Service, you can
This policy has been designed to meet
find their full details on page 39.
the needs of people who wish to protect
against costs that could arise in the course If you have complained to us and we have
of their travels. It covers such things been unable to resolve your complaint,
as cancellations, emergency medical you may refer it to this independent body.
treatment, personal liability, legal expenses Following the complaints procedure does
and the theft of your money. not affect your right to take legal action.11
Would I receive compensation if Aviva excess
were unable to meet their liabilities? The amount that you will have to pay
Aviva is covered by the Financial Services towards each claim per insured person,
Compensation Scheme (FSCS). You may per trip.
be entitled to compensation from this
scheme if we cannot meet our obligations, home
depending on the type of insurance and your home address in the UK.
the circumstances of your claim. Further
information about the FSCS arrangements home territory
is available from them on 0800 678 1100, 1. England, Scotland, Wales, Northern
or by visiting their website fscs.org.uk. Ireland, Jersey and Isle of Man if your
home is located in any of these areas.
Section 2 – 2. Guernsey, Alderney, Sark, Herm, Jethou,
Policy Wording Brecqhou and Lihou if your home is
located on any of these islands.
Definitions HSBC Insurance Aspects Holder
Wherever the following words or phrases The person(s) named as the account holder
appear in bold, they will have the following on the qualifying account.
meanings:
office-based business travel
close business colleague Travel outside the UK if the reason for your
Someone you work with in the UK who has trip is to carry out wholly office-based
to be in work in order for you to be able to clerical or administrative duties only, which
go on or continue a trip. A senior manager do not involve you dealing with members
or director of the business must confirm this of the public. Office-based business travel
in the event of a claim. is limited to 31 days in any calendar year.
close relative partner
Your mother, father, sister, brother, partner The person that the HSBC Insurance
who lives with you, fiancé(e), daughter, Aspects holder lives with at home in a
son, grandparent, grandchild, parent-in-law, domestic relationship, whether married or
daughter-in-law, son-in-law, brother-in-law, co-habiting (as if husband and wife or civil
sister-in-law, step-parent, step-child, step- partnership), regardless of gender, who is
sister, step-brother, aunt, uncle, cousin, under 70 years of age at the start date of
nephew, niece, legal guardian or foster child. the trip.
doctor
A registered member of the medical
profession who is not related to you or
anyone you are travelling with.12
period of insurance qualifying account
Each trip you make, whilst you hold HSBC The HSBC Advance account from which the
Insurance Aspects, will be treated as a monthly Insurance Aspects fee is deducted.
separate period of insurance, individually
subject to all policy terms, conditions, this policy
declarations and exclusions. Cover for each The HSBC Insurance Aspects: Travel
individual trip applies as follows: Insurance.
1. Cover for cancelling your trip begins travelling companion
from the date of opening HSBC Insurance A person you travel with, without whom
Aspects or the date of booking each trip you cannot make or continue your trip.
(whichever is later) and ends when you
leave your home to start your trip. trips(s)
Journeys beginning and ending in the
2. Cover under all other sections starts UK that last no more than 31 days that
when you leave your home and ends are either:
when you return home (or are repatriated
to a hospital in the UK), providing you do olidays outside the UK; or
1. H
not exceed the trip limit.
2. Office-based business travel outside
personal money the UK; or
Cash (including foreign currency), travellers’
3. Holidays within the UK, that include two
cheques, non-refundable pre-paid event
or more consecutive nights stay in pre-
and entertainment tickets, travel tickets,
booked holiday accommodation.
passports, visas and driving licences.
UK
point of international departure
England, Scotland, Wales, Northern Ireland,
The airport, port or station from which
Channel Islands and Isle of Man.
you will undertake international travel
from or to the UK. If your home is in UK resident
Northern Ireland, you are also covered An insured person who has their
for international travel from or to the permanent home in the UK.
Republic of Ireland.
valuables
pre-booked holiday accommodation Jewellery, costume jewellery, watches,
A commercially run premises where a fee is items made of or containing gold, silver,
charged which has been booked prior to the precious metal or precious stones,
start of your trip, including a pre-booked binoculars, hand held games consoles
tent or caravan pitch but not including and equipment, mobile phones,
residential properties belonging to friends photographic equipment, video cameras,
or family. e-readers, laptops and tablets, or any
accessories which are designed to be
used with these items.13
we, us, our, insurer 1. you are an HSBC Insurance Aspects
Aviva Insurance Limited. Registered in holder and hold a qualifying account;
Scotland, no. 2116. Registered office:
Pitheavlis, Perth, PH2 0NH. Authorised 2. you are a UK resident;
by the Prudential Regulation Authority
and regulated by the Financial Conduct 3. that in order to make any emergency
Authority and Prudential Regulation medical claims or claims for cancellation
Authority. or coming home early due to medical
emergencies, you are registered with a
winter sports equipment doctor in the UK;
Skis, snowboards, boots, helmets, bindings
or poles. 4. the trip begins after the date the HSBC
Insurance Aspects was opened;
you, your(s), yourself, insured person
The HSBC Insurance Aspects holder, his/ 5. you have booked your return journey
her partner and their dependent children before leaving the UK, or if you have an
who at the start date of the trip are under open ticket, you have confirmed your
18 years of age (under 23 years of age if still return date with the airline.
in full-time education and living at home
Children
outside term time).
Dependent children who at the start date of
Helpful and Important Information the trip are under 18 years of age (under 23
about this policy years of age if still in full time education and
This policy is included with your HSBC living at home outside of term time) are
Insurance Aspects. Please read this booklet only covered:
carefully, keep it in a safe place and take
1. when travelling with the HSBC
it with you when you travel. It gives
Insurance Aspects holder or his/her
you full details of what is covered, what
partner; or
is not covered and the limits, excesses
and conditions of cover. It is the HSBC 2. whilst travelling abroad on their own to
Insurance Aspects holder’s responsibility stay with close relatives who permanently
to ensure that all insured persons are live abroad, for the duration of the trip.
aware of their responsibility and comply
with all of the policy conditions. If you do Automatic cover
not comply, we may refuse your claim or The insurance cover automatically applies
reduce your cover in the event of a claim. for each trip; this means you do not have
to contact us every time you book a trip,
In respect of each trip taken during the unless you need to tell the Medical Risk
period of insurance, we will provide Assessment Helpline about any change
the cover set out in this policy document to a previously disclosed medical condition
provided: or the diagnosis of a new condition.
Please also read ‘Information and changes
we need to know about’ on page 14.14
Information and changes we need Amendments to your cover
to know about You may be able to upgrade from the
You must take reasonable care to provide standard cover for the extensions shown
complete and accurate answers to the below. To check if this is possible please
questions we ask you. For example before call the Upgrade Helpline number shown
you book a trip or travel, you may need to on page 4 before you travel for further
tell the Medical Risk Assessment Helpline information and a quotation.
about medical conditions not shown on
the “Accepted conditions” list. After your ®® Extended trip duration – you may be
HSBC Insurance Aspects is opened, you able to extend an individual trip from the
must make sure that you tell the Medical standard 31 days up to a maximum of
Risk Assessment Helpline if there are any 120 days.
changes in health. Please see the Your ®® Golfing cover – cover for loss, damage
Health section of this policy for full details or theft of your clubs, and pre-booked
of what you need to declare. green fees if you are ill/injured.
®® Increased cover for cancelling your trip
You also need to tell HSBC if you move or coming home early – where the cost
address – if this means that you are no of your holiday is more than £5,000, you
longer a UK resident then all cover under may be able to upgrade to a maximum
this insurance will end. of £7,500 per person.
When we are notified of a change, we will Automatic extension of cover
tell you if it affects this policy, for example If you cannot get back home before your
whether we are able to accept the change cover ends, this policy will remain in force
and if so, whether the change will result in as follows:
revised terms. If the information provided by
you is not complete and accurate we may: 1. up to 14 days if any vehicle you are
travelling in breaks down, or any vehicle,
1. revise or amend the medical underwriting vessel, train or aircraft in which you
decision(s) for any declared pre-existing are booked to travel as a ticket holding
condition(s), which may result in the passenger is delayed or cancelled; or
accepted condition being excluded; or
2. for as long as medically necessary where
2. refuse to pay any claim; or you are claiming for emergency medical
treatment under this policy.
3. not pay any claim in full.
If you are in any doubt about Information
or Changes we need to know about,
please contact us.15
Automatic termination of cover Choice of law
All cover under this policy will cease The law of England and Wales will apply to
automatically if: this policy unless:
1. The HSBC Insurance Aspects holder: 1. You and the insurer agree otherwise; or
®® closes the qualifying account; 2. At the date of the contract the HSBC
®® cancels HSBC Insurance Aspects; Insurance Aspects holder is a resident of
®® reaches 70 years of age (on joint Scotland, Northern Ireland, Channel Islands
accounts cover continues for other or the Isle of Man in which case (in the
eligible HSBC Insurance Aspects absence of agreement to the contrary) the
holders until they reach 70 years of age); law of that country will apply.
®® is no longer a UK resident;
General Exclusions and Conditions
®® is believed to be or reasonably suspected (These apply to the whole of
by us to be acting fraudulently. your policy)
2. HSBC cancels HSBC Insurance Aspects General Exclusions
under one of the reasons set-out in the This policy does not cover the following:
HSBC Insurance Aspects terms and
conditions. 1. Any consequence whatsoever which is
the direct or indirect result of any of the
If an insured person is on a trip at the following, or anything connected with
time an automatic termination event occurs, any of the following, whether or not such
all cover will cease when the trip ends. consequence has been contributed to by
any other cause or event:
Your cancellation rights
This policy will remain in force subject (a) War, invasion, act of foreign enemy,
to the automatic termination of cover hostilities or a warlike operation or
section above. To cancel this policy you operations (whether war be declared
must contact HSBC to cancel your HSBC or not), civil war, rebellion, revolution,
Insurance Aspects. insurrection, civil commotion assuming the
proportions of or amounting to an uprising,
Note: If a joint account holder is not eligible
military or usurped power.
for the Travel Insurance there will be no
refund or reduction of the fee charged for (b) Any action taken in controlling,
the HSBC Insurance Aspects. preventing, suppressing or in any way
relating to (a) above.
Use of language
Unless otherwise agreed, the contractual
terms and conditions and other information
relating to this policy will be in English.16
2. Claims directly or indirectly caused by: injury during your trip, or any payment
which you would normally have made
(a) Ionising radiation or contamination by during your travels.
radioactivity from any nuclear fuel or from
any nuclear waste from burning nuclear 6. Any incident which happens after the
fuel; or trip duration limit has been reached.
(b) The radioactive, toxic, explosive or other 7. Any claim for an incident which happens
hazardous properties of any explosive during a trip that results from:
nuclear assembly or part of an assembly; or
(a) you riding or being carried as a
(c) Pressure waves caused by aircraft and passenger on a scooter, moped or
other aerial devices travelling at sonic or motorcycle:
supersonic speeds.
i. 125cc or under, unless you wear a crash
3. Any claim for your death, injury, illness or helmet and, as a rider, you are fully
disability resulting from: licensed to use such a vehicle in the UK;
(a) Your suicide or attempted suicide; or ii. over 125cc, unless this is your mode
of transport from the UK and you wear a
(b) Your misuse of alcohol or drugs or your crash helmet and appropriate protective
consumption of alcohol or drugs (other than clothing. As a rider you must be fully
drugs taken under medical supervision and licensed and insured to use this vehicle in
not for treating alcohol or drug addiction) the UK. There is no cover for trips taken
to an extent which causes immediate or outside of Europe.
long-term physical or mental impairment,
including impairment to your judgement (b) you driving any motorised vehicle,
causing you to take action you would not unless you are fully licensed to drive
normally have taken; or such a vehicle in the UK;
(c) Any exacerbation of an accepted (c) you driving or being a passenger in
medical condition caused by your misuse any motorised vehicle unless you have
of alcohol or drugs. complied with all laws applying to use of
that vehicle in the country you are visiting,
4. Any claim where during the trip, you for example you must wear a seatbelt
deliberately put yourself at risk of death, where this is required by law;
injury, illness or disability (unless your life
is in danger or you were trying to save (d) your involvement in paid or unpaid
human life). manual work or physical labour of any kind,
other than charity and conservation work
5. Any loss that is not specifically described (see further limitations in the Your Activities
in the stated terms and conditions, e.g. we section);
will not pay for loss of earnings if you are
unable to return to work due to illness or17
(e) business travel if your job is not wholly 10. Any claim because you do not feel like
an office based role and your trip involves travelling, or you are not enjoying your trip.
dealing with members of the public or any
tasks other than clerical or administrative 11. Any claim caused by an event for which
duties; the dates had been publicly announced
and/or reported by the media at the time
(f) you taking part in an activity which is of opening HSBC Insurance Aspects or
shown as excluded in the Your Activities booking your trip (whichever is later), e.g.
section; strike, airport closure or flight cancellation.
(g) you taking part in exploration or 12. You must report any loss or theft to
scientific expeditions or being a crew the police as soon as reasonably possible
member on a vessel travelling from one following discovery, and get a written report
country to another; (where it is not possible to obtain a police
report you must provide other independent
(h) you climbing on to, on top of, or proof of the loss or theft, such as a letter
jumping from any balcony railing, ledge from your transport company, hotel, or
or wall, or climbing or moving across any resort management).
external part of a building or vehicle not
specifically designed for that purpose. General Conditions
1. The HSBC Insurance Aspects holder
8. Any claim resulting from a tropical must have a qualifying account.
disease where you have not had the
recommended inoculations and/or taken the 2. You must be registered with a doctor in
recommended medication. the UK to be covered for any emergency
medical claims or claims for cancellation
9. Any claim for: or coming home early due to medical
emergencies.
(a) management fees, maintenance
costs or exchange fees, unused travel or 3. You must have taken reasonable care
accommodation arranged by using air to provide complete and accurate answers
miles, loyalty or points based schemes, to the questions asked when you opened
timeshares or similar promotions; HSBC Insurance Aspects and before you
book a trip or travel make sure that you
(b) costs where these are recoverable from have told us about any medical conditions
your travel or accommodation provider; as detailed in the Your Health section on
page 20.
(c) costs you have paid on behalf of
persons not insured under this policy; Please note that if you fail to tell the
insurer about any medical conditions this
(d) administration costs charged by your
could invalidate this policy and could
travel and/or accommodation provider in
mean that part or all of a claim may not be
respect of obtaining a refund for unused
paid. It is therefore very important that you
travel and accommodation.
read the Your Health section in this booklet.18
If the information provided by you is not HSBC may also cancel this policy in
complete and accurate, we may amend accordance with the HSBC Insurance
the medical underwriting decision(s) for any Aspects Terms and Conditions. Please refer
declared pre-existing condition(s) which to this document for further details.
may result in an accepted condition being
excluded, or refuse to pay any claim, or not 5. Claims fraud:
pay any claim in full. In order to prevent and detect fraud
HSBC and the insurer may at any time
If you fail to notify us of any changes to share information about you with other
your health before a trip (as required in the organisations and public bodies including
Your Health section of this booklet) this the police. You should show these notices
could result in a previously accepted to anyone who has an interest in this policy.
medical condition being excluded.
If your claim is in any way dishonest or
4. Our right to cancel: exaggerated we will not pay any costs or
HSBC may cancel this policy on our benefits under this policy and we may
behalf by sending at least 30 days written cancel your insurance immediately and
notice to your last known postal and/or backdate the cancellation to the date of
email address setting out the reason for the fraudulent claim. We may also report
cancellation. you to the police and/or take legal action
against you.
Valid reasons include, but are not limited to,
the following: 6. You must take all reasonable precautions
to protect yourself and your property
(a) where we reasonably suspect fraud; against any accident, injury, theft, loss or
damage. You must take the same level of
(b) where you fail to co-operate with care as you would if you did not have
us or provide us with information or this policy.
documentation we reasonably require and
this affects our ability to assess a claim 7. If we make a payment before cover is
or defend our interests. See the General confirmed and our claims investigation
Conditions 8, 9, and 11 below; reveals that no cover exists under the terms
of this policy, you must pay us back any
(c) where you have not taken reasonable amount we have paid, which you are not
care to provide complete and accurate covered for.
answers to the questions we ask as
required in the ‘information and changes 8. You must tell us as soon as possible
we need to know about’ section in this after becoming aware of any circumstances
policy booklet and General Condition 3; which may lead to a claim under this
policy. You must also tell us if you are
(d) where HSBC decide to offer this policy aware of any legal proceedings, summons
through an alternative provider as provided or prosecution. You must send us every
for in General Condition 17. communication relating to a claim as soon
as reasonably possible.19
9. You, or any person acting for you, must 15. Following the expiry of your statutory
not negotiate, admit or reject any claim cooling off period (14 days commencing
without our permission in writing. on the date you take out the account or
the date on which you receive the policy
10. We may refuse to pay any expenses for documents (whichever is the later)), you
which you cannot provide receipts or bills. continue to have the right to cancel this
policy at any time by contacting HSBC, but
11. You or your legal representative must no refund of any fees payable in respect of
pay for any certificates, information and HSBC Insurance Aspects will be available.
evidence, which we may need. When there
is a claim for injury or illness, we may ask 16. We can, at any time and after taking a
for, and will pay for, any insured person to fair and reasonable view, but no more than
be medically examined on our behalf. once in any 6 month period make changes
to the terms and conditions of this policy,
12. If, at the time of an incident which to reflect changes in our expectations of
results in a claim under this policy, there is the future likely cost of providing cover.
any other insurance covering the same loss, Policy cover may increase or decrease, but
damage, expense or liability, we are entitled the changes will not be made for the sake
to approach that insurer for a contribution of recouping past losses.
towards the claim, and will only pay our
share. This condition does not apply to When doing so we will only consider one or
the Accidental Death and Permanent more of the following:
Injury benefit or Medical Inconvenience
benefit under the Emergency Medical and (a) our experience and expectations of the
Associated Expenses section. cost of providing this product and/or other
Aviva products of a similar nature;
13. We are entitled to take over and carry
out in your name the defence or settlement (b) information reasonably available to
of any legal action. We may also take us on the actual and expected claims
proceedings at our own expense and for experience of insurers of similar products;
our own benefit, but in your name, to
recover any payment we have made under (c) widely available economic information
this policy to anyone else. such as inflation rates and exchange rates.
14. If you make a medical claim you Additionally, we can, at any time and after
may be asked to provide consent to taking a fair and reasonable view, make
enable us to access your medical records. changes to the terms and conditions of
This will help the treating doctors, and us, this policy:
to provide you with the most appropriate
treatment and assess whether cover (a) to reflect changes (affecting us or
applies. If you do not agree to provide this policy) in the law or regulation or
this we will not deal with your claim. the interpretation of law or regulation,
or changes in taxation;20
(b) to reflect decisions or recommendations What do you need to tell us?
of an Ombudsman, regulator or similar If an insured person has any medical
person, or any code of practice, with which condition other than those shown as an
we intend to comply; ‘Accepted condition’ on page 21 and you
wish us to consider covering the medical
(c) in order to make this policy clearer and condition(s), you need to call us on
fairer to you or to rectify any mistakes that 08000 517 142.
may be discovered in due course.
Please note – medical conditions are not
Changes (together with the reasons for covered by this policy unless:
such changes) will be notified to you in
writing at least 30 days in advance. ®® you only have ‘Accepted conditions’
shown on page 21; or
17. HSBC may cancel this policy on our ®® we have been told about them and have
behalf and may offer cover with another confirmed in writing that they have been
provider. If this happens HSBC will contact accepted.
you by sending 30 days’ notice to your last
known postal and/or email address. When do you need to tell us?
®® Before booking any trip
Your health – If you wish us to consider covering medical
cover and exclusions conditions you have that are not shown
on the ‘Accepted conditions’ list, you need
for medical conditions to contact us before booking any trip.
Please read this section carefully When you call us, we will assess your
This policy is not a general health or private medical condition(s) and tell you whether
medical insurance policy and will only cover or not we are able to cover the condition(s).
sudden and unexpected illness or accidents.
®® After booking a trip but before
Medical Condition means: travelling
Any illness, disease or injury that you have If after the trip has been booked you
had in the 12 months prior to booking a are referred to a consultant/specialist or
trip(s) where you have: admitted to hospital, you will be covered
for cancellations of your trip and we will
®® been prescribed medication and/or pay travel costs you had paid before this
®® received or are awaiting, medical happened. If you still wish to travel you
treatment, tests or investigations and/or must call us and we will tell you if we are
®® been referred to, or had follow up with a able to cover the condition. If we are unable
specialist and/or to cover the condition, but you still wish to
®® been admitted to hospital or had surgery. go on the trip, we will not cover any claim
relating to that condition.21
If you booked your trip before opening ®® Fungal nail infection
your account, you should call us as soon ®® Gastric reflux
as possible to find out if your medical ®® Glaucoma
condition(s) can be covered for the pre ®® Gout
booked trip.
®® Haemorrhoids
Accepted conditions ®® Hayfever
If these are the only medical conditions ®® Hernia
you have and none of the restrictions or the ®® High/low blood pressure
Health exclusions listed below apply, you ®® High cholesterol
will be automatically covered by this policy ®® Hypothyroidism (underactive thyroid)
and we do not need to know about them. ®® Impetigo
However, if you have a medical condition ®® Irritable bowel syndrome (IBS)
that is not on the list, or the restrictions/ ®® Joint replacement
exclusions apply to you, you must tell us ®® Macular degeneration
about all medical conditions you have, ®® Migraine (confirmed diagnosis, no
including any shown on the list below. ongoing investigation)
®® Minor infections (treated with no more
If you are in any doubt please call us on than one course of antibiotics)
08000 517 142.
®® Osteoporosis (no back or neck fractures)
®® Allergy/Anaphylaxis (no hospital ®® Peptic ulcer
admissions in last two years) ®® Polymyalgia rheumatica
®® Arthritis (no back or neck problems) ®® Psoriasis
®® Asthma (no nebulisers or oxygen at ®® Retinopathy (not a link to diabetes)
home and no hospital admissions in the ®® Sinusitis
last 12 months) ®® Soft tissue injury/tendon injury/sprain
®® Benign prostatic enlargement ®® Tinnitus
®® Broken bone/fracture (not head or spine) ®® Tonsillitis
®® Cataracts ®® Vertigo
®® Chicken pox
®® Constipation Health exclusions
1. There is no cover for any claim arising
®® Common cold/influenza
directly or indirectly from the following:
®® Cystitis
®® Diabetes (no complications for example (a) Any medical condition unless it is
retinal, kidney or nerve damage) shown as an ‘Accepted condition’ or we
®® Diarrhoea and/or vomiting have been told about it and we have
®® Dislocated joint following a knee/hip accepted it in writing.
replacement
(b) Any symptoms that you were aware of,
®® Eczema/dermatitis
prior to booking a trip, for which you have
®® Essential tremor
sought but not yet received a diagnosis for.22
(c) Any medical condition for which you
were not taking the medication prescribed
On your trip
to you.
Cancelling or coming home early
If you unavoidably have to cancel your trip
(d) Travelling against the advice of a doctor
or come home early, we will pay for the
or purposely travelling without medical
following:
advice when it was reasonable for you to
have consulted a doctor.
®® non recoverable costs that each insured
person has paid, or legally has to pay for
(e) Travelling with the intention of seeking
their own unused personal travel and/or
medical treatment.
accommodation. This also includes the
European Health Insurance Card (EHIC) cost of pre-paid excursions; and/or
(Residents of England, Scotland, Wales ®® additional travel costs (if you cannot
and Northern Ireland only) use your return ticket), and/or
If you are travelling to countries in the accommodation costs (of a similar
European Union, Iceland, Liechtenstein, standard you had booked for your
Norway or Switzerland we strongly advise trip) necessary to allow you to come
that you take an EHIC with you. You can home early.
obtain information or apply online at
nhs.uk and search for Healthcare abroad. The most we will pay for each insured
The EHIC is free and should be completed person is:
and validated before you travel.
®® £5,000 for personal travel and
This will allow you to benefit from the accommodation costs;
reciprocal health arrangements which exist ®® £250 for excursions.
with these countries. You should take
reasonable steps to use these arrangements If you are unable to recover these costs
where possible. from the provider.
Medicare If one of the following occurs:
(Residents of England, Wales, Scotland
1. you are injured, fall ill, are quarantined
and Northern Ireland only)
or die.
If you require medical treatment in
Australia, you must enrol with a local 2. a close relative, close business
Medicare office. You do not need to enrol colleague, or the person you were going
on arrival but you must do this after the to stay with is seriously injured, falls
first occasion you receive treatment. seriously ill or dies.
In-patient and out-patient treatment at
a public hospital is then free of charge. 3. your home is badly damaged by
Details of how to enrol and the free explosion, fire, landslide, flood or severe/
treatment available can be found at adverse weather.
humanservices.gov.au by searching
for Medicare forms.23
4. the police need to speak to you because (c) your accommodation is directly affected
your home or place of work has been by a food poisoning outbreak, or the area
burgled. in which you are staying is affected by
pandemic or epidemic influenza;
5. severe/adverse weather prevents you
from leaving your home, reaching your (d) a major incident such as a terrorist
point of international departure or your attack happens within a 50 mile radius of
pre-booked holiday accommodation in the area in which you will be/are staying
the UK. and you do not wish to travel or you wish
to return home early.
6. delay or cancellation of your pre-booked
transport prevents you from leaving the UK 9. your transport operator, accommodation
on your outward journey, and the carrier provider or their booking agents become
or their handling agent is unable to provide insolvent.
suitable alternative travel arrangements
within 24 hours of the date and time of the 10. you are denied boarding because there
scheduled departure as shown on your are too many passengers for the seats
ticket/itinerary. available and no suitable alternative flight
could be provided within 12 hours.
7. you are a member of the Armed Forces,
Police, Ambulance, Fire, Nursing Services or You can also cancel your trip if one of the
an employee of a Government Department following occurs:
and authorised leave is cancelled due to an
unexpected posting or a major incident in (a) you are made redundant;
the UK.
(b) you are called for jury service or as a
8. you are prevented from travelling within witness in a court of law during your trip.
31 days of your scheduled departure date
You will also be covered if your travelling
or have to come home early because:
companion has to cancel the trip or come
(a) an avalanche, earthquake, explosion, home early for one of the reasons listed
fire, landslide, flood or severe/adverse above.
weather renders your accommodation
Special Conditions
uninhabitable or unreachable;
(a) All claims resulting from illness, injury,
(b) a Foreign and Commonwealth Office quarantine or death must be supported
advisory notice is in place advising against by medical reports, or a death certificate
all travel or all but essential travel to your (or both). Medical reports must be obtained
destination or, the FCO are advising British at the time of the incident and indicate
citizens to leave the area in which you the necessity to cancel the trip or come
are staying. home early.
Or you choose not to travel or continue
your trip because.24
(b) You must provide written confirmation (c) You must provide written confirmation
from the carrier or their handling agent of from the accommodation provider and/
the actual date and time of the planned or local or national authorities that the
departure and reason for the cancellation accommodation was uninhabitable and the
or delay, and that they were unable to offer reason for this, and that they were unable to
suitable alternative travel arrangements offer suitable alternative accommodation of
within 24 hours of your scheduled a similar standard.
departure.
(d) If you need to come home early but
(c) Where you have been prevented from have not already purchased a return ticket,
reaching your point of international we will deduct the cost of an economy
departure or pre-booked holiday flight from any costs we incur in bringing
accommodation in the UK due to severe/ you home.
adverse weather, you must provide
evidence that travel was not possible, such (e) If you cannot use your return ticket and
as local police, press or travel reports. we pay additional travel costs to allow you
to come home early, your unused travel
(d) If your leave is cancelled, or you are ticket will then belong to us.
made redundant you must provide written
confirmation from your employer. Excess
We will not pay the first £50 for each
(e) If you are called as a witness or for insured persons claim. However, if two
jury service you must provide written or more insured persons claim under this
confirmation. section the maximum excess will be £100.
(f) If you are denied boarding you must In the event of a claim for loss of deposit
provide proof that your carrier was unable only, we will not pay the first £20 of each
to offer you suitable alternative travel insured persons claim.
arrangements.
What is not covered
If you have to come home early: (a) Anything mentioned in the General
(a) If you need to come home early and Exclusions and Health Exclusions in the
intend to make a claim you must phone Your Health section.
the Emergency Medical Assistance Helpline
immediately. (b) Any claim where you knew at the time
of opening HSBC Insurance Aspects or
(b) All claims must be supported by booking your trip (whichever is later) that
documentary evidence that you have been you or your travelling companion may be
unable to obtain a refund from the travel unable to travel or may need to come home
and/or accommodation provider. early, for example where a close relative
is seriously ill or the event has already
happened.25
(c) Any costs incurred by you which are (d) Any claim where you knew, prior to
recoverable from your credit/debit card departure, that you may need to come
provider or which you receive or are home early.
expected to receive compensation or
reimbursement. Travel Disruption
Travel delay after check-in
If you have to cancel your trip: If your pre-booked transport is delayed
(a) Any claim due to severe/adverse weather after you have checked-in we will pay
where you have not allowed sufficient £50 for every full 12 hour period you are
time to reach your point of international delayed. If your transport on your outward
departure taking into account the weather journey from the UK is delayed for more
forecast for your journey. than 24 hours, you can cancel your trip,
please see page 27.
(b) Any claim where the carrier or handling
agent has offered suitable alternative travel For each insured person the most we will
arrangements within 24 hours of the date pay is £250.
and time of the scheduled departure as
shown on the ticket/itinerary. Missed departures – this benefit does
not apply to trips taken within the UK
(c) Any claim for dismissal, misconduct, If you miss your pre-booked transport
resignation or voluntary redundancy. due to:
(d) Any claim for redundancy if you or (a) delay or cancellation of scheduled public
your travelling companion knew of the transport services or a connecting flight; or
redundancy at the time of opening HSBC
Insurance Aspects or booking your trip (b) accidental damage to, or breakdown of
(whichever is later) or where you cannot the vehicle in which you are travelling; or
provide written evidence that the reason
you or your travelling companion left (c) an unexpected delay caused by severe/
the job was due to redundancy. adverse weather or a road traffic incident
ahead of you
If you have to come home early:
(a) Any claim for coming home early which we will pay for additional travel and
was not authorised by our Emergency accommodation costs you incur to reach
Medical Assistance provider. your destination abroad or home on your
return journey.
(b) Any claim for coming home early due to
Foreign and Commonwealth Office advice For each insured person, the most we will
where this advice was already in place prior pay is £1,000.
to your departure from the UK.
(c) Any claim for coming home early after
you have chosen to move to alternative
accommodation.26
Enforced stay abroad – this benefit Travel delay after check in:
does not apply to trips taken within (a) If your pre-booked transport is delayed
the UK you must have checked in at the specified
If you are unable to travel home on your time.
scheduled return date due to:
Missed departures:
(a) airspace, airport or port closure; or (a) If you miss your pre-booked transport
you must contact the carrier or their
(b) your flight being cancelled as a direct handling agent to see if a late arrival is
result of volcanic ash in the atmosphere possible or if alternative travel arrangements
can be made.
we will pay you either:
(b) You must get a report from the repairer
1. £100 for each full 24 hour period you are or breakdown assistance provider if you
unable to travel home, or are claiming because the vehicle you were
travelling in had an accident or broke down.
2. up to £1,500 for travel and
accommodation costs if, after 24 hours, (c) Where you have been delayed by an
you unavoidably have to make alternative accident or breakdown ahead of you, you
arrangements to travel home. must provide evidence of the incident, such
as local police, press or traffic reports.
If your own prescription medication has run
out as a direct result of your enforced stay Enforced stay abroad:
abroad, we will also pay for emergency (a) If you are unable to return home we
medical supplies to prevent a deterioration will work out the length of your delay
of an existing medical condition. from the time and date of your scheduled
departure as shown on your ticket/itinerary.
For each insured person the most we will
pay is £1,500. (b) You must provide written confirmation
from the carrier or their handling agents of
Special Conditions
the actual date and time of your return to
(a) You can only claim for one benefit per
the UK and the reason for the delay.
incident under this section.
(c) Any claim for travel or accommodation
(b) Any costs incurred may have to be paid
expenses if you are travelling on an open
by you and submitted as a claim.
ended ticket and have not confirmed a
(c) We will only pay for additional return date with the airline.
transport or accommodation costs if
Excess
your carrier or their handling agents
We will not pay the first £50 for each
have not been able to offer you suitable
insured person if the trip is cancelled
alternative accommodation and/or travel
following a 24 hour delay.
arrangements. All claims must be supported
by documentary evidence of the costs you
have incurred.27
What is not covered Associated expenses
(a) Anything mentioned in the General (a) extra charges for half board
Exclusions and Health Exclusions in the accommodation (of a similar standard to the
Your Health section. accommodation you had booked for your
trip) if it is medically necessary for you to
(b) Any claim where you have not done all stay after the date you were going to return
you can to get to your departure point, or home or travel to your next destination;
where you have not allowed sufficient time
to make the travel connections shown on (b) for the cost of burying or cremating you
your ticket/itinerary, for example transfers in the country where you die, if you die
between terminals, airports, ports or outside your home territory;
stations.
(c) for the cost of returning your body or
(c) Any claim where the carrier or their ashes to your home;
handling agents have offered reasonable
alternative transport. (d) the cost of getting you home or to a UK
hospital, if it is medically necessary because
(d) Any claim for costs where you have you are seriously injured or fall seriously ill
received a refund from the carrier or during your trip and you cannot use your
handling agent. return ticket.
Missed departures: If our Medical Emergency Assistance
(a) Any claim for a missed connection for a provider and the treating doctor agree that
trip which was not pre-booked before you it is necessary, we will also pay travel and
left the UK. accommodation costs under 2a and 2d, for
one relative or friend who has to stay with
(b) Any claim for trips solely within the UK. you or travel to be with you.
Emergency Medical and Associated For each insured person we will pay
Expenses up to:
If you are injured, fall ill, are quarantined or
die during your trip, we will cover you up ®® £10,000,000 emergency treatment and
to the limits shown below, for: associated expenses outside of your
home territory.
Emergency medical treatment ®® £350 emergency dental treatment
(a) Emergency medical treatment outside outside of your home territory.
your home territory (including rescue
®® £10,000 for the cost of your burial or
services to take you to hospital).
cremation if you die outside of your
home territory, and/or returning your
(b) Emergency dental treatment required for
body or ashes to your home.
immediate pain relief only outside of your
home territory. ®® £10,000 associated expenses for claims
in your home territory.You can also read
