Saga Annual Multi-trip Travel Insurance - Important information for customers

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Important information for customers
Saga Annual Multi-trip Travel Insurance
Important information for customers                                   Limited, Middelburg Square, Folkestone, Kent CT20 1AZ or call
Saga Services Limited is a wholly owned subsidiary of Saga plc        01303 771160, fax on 01303 771347, or e-mail us at
and is registered in England and Wales (Company No. 732602).          services.customer-relations@saga.co.uk
Registered Office: Enbrook Park, Sandgate, Folkestone, Kent           The Financial Ombudsman Service may look into your complaint
CT20 3SE.                                                             if you remain dissatisfied after we have issued a final response.
Saga Services Limited is authorised and regulated by the Financial    You can write to them at: Financial Ombudsman Service, Exchange
Conduct Authority (Financial services register number: 311557). You   Tower, Harbour Exchange Square, London E14 9SR. Telephone
can confirm Saga Services Limited’s address and statutory status      0300 123 9123 or 0800 023 4567 or e-mail
on the Financial Conduct Authority website at                         complaint.info@financial-ombudsman.org.uk.
https://register.fca.org.uk/ or by contacting the Financial Conduct   Saga Services Limited is covered by The Financial Services
Authority on 0800 111 6768.                                           Compensation Scheme (FSCS). You may be entitled to
Saga Travel Insurance is administered by Collinson Insurance          compensation from the scheme if we cannot meet our obligations.
Services Limited on behalf of Great Lakes Insurance SE, UK Branch.    This depends on the type of business and the circumstances
                                                                      of the claim. Further information about compensation scheme
Great Lakes Insurance SE, UK Branch, is authorised by
                                                                      arrangements is available from the FSCS website: www.fscs.org.uk
Bundesanstalt für Finanzdienstleistungsaufsicht and subject
to limited regulation by the Financial Conduct Authority and          Handling your money
Prudential Regulation Authority. Details about the extent of their    When collecting or returning premiums, Saga Services Limited acts
regulation by the Financial Conduct Authority and Prudential          as the agent of the insurer. This means that your money is protected,
Regulation Authority are available from us on request.                as any premiums you pay to us are treated by the insurer as having
Collinson Insurance Services Limited is authorised and regulated      been paid directly to them.
by the Financial Conduct Authority.
                                                                      Fees
The End Supplier Failure Insurance is provided by International
Passenger Protection Limited, and is underwritten by Certain          Please note that if you amend or cancel your policy during your
Underwriters at Lloyd’s.                                              policy period and have paid by credit card or cheque, we will be
                                                                      unable to refund any amounts of £5 or less.
Making a complaint                                                    Similarly, if you make any changes to your policy during the policy
If you have a query or complaint about your Saga Travel Insurance     period, we will only request any charges from you if the amount is
please contact the Customer Relations Department, Saga Services       over £5.

                                                                                                                                              1
Policy Summary

    This summary does not contain the full Terms and Conditions of          Some of the covers are optional and these are clearly marked
    Saga’s travel insurance policy. Full details can be found in the        as such. If you have selected any of these options, they will be
    Policy Book which is available on request by calling Saga on            itemised on your policy Schedule.
    0800 904 7489 or by downloading a copy online at
    saga.co.uk/travelinsurance. It is important that you read the
    policy documentation carefully when you receive it.

    Name of the insurance undertaking
    The insurer of this policy is Great Lakes Insurance SE, UK Branch.
    The End Supplier Failure Insurance section of this policy is provided
    by International Passenger Protection Limited and underwritten by
    Certain Underwriters at Lloyd’s.

    Type of insurance and cover
    The Saga annual multi-trip travel policy protects you during the
    period of insurance for trips taken in the area you have selected
    up to the maximum duration you have selected (as shown on your
    policy Schedule).
    Trips in the UK are covered under this policy where at least two
    nights’ accommodation is pre-booked or a one-night stay at the
    accommodation of a relative or friend who resides in the Channel
    Islands.
    During the period of insurance the policy provides cover for any
    number of trips. The maximum number of days that you can travel
    in any policy year is 120 days. If you have selected the region
    Worldwide including USA, Canada and all Caribbean Islands, the
    maximum number of days per trip is 45.

2
Benefits (for trips taken outside                                                                                              Excess
the UK)                                          Significant or Unusual Exclusions or Limitations                    Limit     per claim
24 hour Worldwide Medical Assistance                                                                                           Nil
Service
Immediate help with any emergency medical
situation outside the UK

Cancellation                                     l Any circumstances you were aware of prior to your trip           £10,000   £70
Refund of non-recoverable travel,                 l	
                                                   Any travel arrangements made using Air Miles or similar                    (£10 loss of
accommodation and other pre-paid costs,              schemes                                                                   deposit)
should you have to cancel or cut short your
                                                   Any costs which are recoverable from elsewhere
                                                  l
trip

Missed departure                                  	Claims due to strike or industrial action planned at the time
                                                 l
                                                                                                                     £1,000    Nil
Additional travel and accommodation costs            you booked your trip
if you miss your departure for any reason         Any costs arising from any trips taken solely in the UK
                                                 l

stated in the Policy Book

Delayed departure                                 	Claims due to strike or industrial action planned at the time
                                                 l                                                                   £215      Nil
Compensation if the ship, aircraft or train on       you booked your trip
which you are booked to travel is delayed        l	 Internal UK flights including flights to the Channel Islands,
                                                     Northern Ireland or the Isle of Man
                                                 l	
                                                  You must check in at the specified time and have travelled to
                                                     the airport/port/station

Abandonment                                      l   As per Cancellation                                             £10,000   £70
Proportionate refund of unused
non-recoverable costs, should you have to
abandon your trip

Delayed baggage                                  
                                                 l   Any baggage detained by customs and other officials             £250      Nil
Benefit for temporary loss of baggage on
your outward journey

                                                                                                                                              3
Benefits (for trips taken outside                                                                                                       Excess
    the UK)                                           Significant or Unusual Exclusions or Limitations                      Limit           per claim
    Lost, stolen or damaged baggage                   l  £600 single article limit                                          £5,000          £70
    Cover for loss or damage to personal              l  £1,000 valuable limit
    belongings                                        l	
                                                       Losses not reported to the police as soon as possible when
                                                         discovered

    Medical and associated expenses                   l	Illness as a result of a tropical disease where you have not       £10,000,000 -   £70
    Payment for expenses of medical treatment            had the recommended inoculations                                   Worldwide
    following injury or illness. Includes             l	
                                                       Any leisure or sport activity not listed as being covered in        £5,000 - UK
    repatriation                                         your Policy Book
                                                      l	Any costs over £500 where prior agreement regarding
                                                         treatment has not been obtained from the Medical
                                                         Assistance provider

    Hospital benefit                                  
                                                      l   As per Medical and associated expenses                            £1,000          Nil
    A benefit of £25 for each 24 hour period you
    are being treated as an in-patient outside
    of the UK

    Personal accident                                  	A reduced rate applies to those under 16 years or over 70
                                                      l                                                                     £30,000         Nil
    Payment for death, loss of limbs or total             years of age
    disablement following accidental injury

    Criminal injury benefit                           
                                                      l   Any claim arising directly or indirectly from acts of terrorism   £30,000         Nil
    Benefit paid for injuries sustained as a result
    of violence or crime

    Substitute accommodation                          
                                                      l   Any claim if your trip is booked as part of a package holiday     £5,000          £70
    Additional accommodation and transport            
                                                      l   Any costs which are recoverable from elsewhere
    costs if you need to move to substitute
    accommodation during your trip

4
Benefits (for trips taken outside                                                                                             Excess
the UK)                                           Significant or Unusual Exclusions or Limitations                   Limit    per claim
Enforced stay                                     l Any costs which are recoverable from elsewhere                  £1,500   £70
Cover if you are unable to reach your              l	
                                                    Any costs where the transport operator has offered
destination, return to your accommodation             reasonable alternative travel arrangements
or return home

Loss of passport                                  l	Losses not reported to the police as soon as possible when     £350     Nil
Cover for costs incurred obtaining a                  discovered
temporary travel permit if your passport is
lost, stolen or damaged while you are abroad

Personal money                                     Reduced rate of £300 for cash
                                                  l
                                                                                                                     £500     £70
Loss or theft of money including cash,             	Losses not reported to the police as soon as possible when
                                                  l

travellers cheques, passport, pre-paid tickets        discovered
and driving licence

End supplier failure                               Any claim if your trip is booked as part of a package holiday
                                                  l
                                                                                                                     £1,500   Nil
Cover for irrecoverable sums paid prior to         Any claim for scheduled flights not booked in the UK
                                                  l

financial failure of the scheduled airline, or    l	
                                                   Any costs which are recoverable from elsewhere, e.g. credit
additional pro rata costs in the event of the
                                                     card issuer
financial failure of a supplier after departure

Pet care                                           	Your cat or dog has not been left in the care of a relative,
                                                  l                                                                  £300     Nil
Benefit for each day your cat or dog receives         friend or professional carer
in-patient veterinary treatment as a result of
accidental injury while you are away

Hijack and mugging                                
                                                  l   A claim not supported by a written police report               £1,000   Nil
Cover for each day you cannot reach
your destination as a result of hijack or
are receiving in-patient treatment due to
mugging

Air rage                                                                                                             £1,000   Nil
Cover for costs incurred as a result of a delay
caused by drunkenness or violent behaviour
by other passengers

                                                                                                                                          5
Benefits (for trips taken outside                                                                                              Excess
    the UK)                                         Significant or Unusual Exclusions or Limitations                  Limit        per claim
    Personal liability                              l Any leisure or sport activity not listed in your Policy Book   £2,000,000   Nil or £70
    Cover for legal liability if you cause injury    l	
                                                      Your ownership or occupation of land or buildings (except
    or death to third parties or damage to their        occupation of temporary holiday accommodation)
    property

    Legal expenses                                   	The insurer will only cover claims which occur during the
                                                    l
                                                                                                                      £50,000      Nil
    Cover for legal costs incurred following your       period of insurance and have reasonable prospects of
    personal injury or death during your trip           succeeding
                                                    l	
                                                     Any legal costs that occurred before entering into this
                                                        contract
                                                    l	
                                                     Any legal costs incurred before your claim has been accepted
                                                    l	
                                                     Please refer to the ‘Legal expenses’ section of your Policy
                                                        Book

                                                                                                                                   Excess
    Benefits (for trips taken in the UK)            Significant or Unusual Exclusions or Limitations                  Limit        per claim
    24 hour Medical Assistance Service                                                                                             Nil
    Immediate help with any emergency medical
    situation

    Cancellation                                    l Any circumstances you were aware of prior to your trip         £10,000      £70
    Refund of non-recoverable travel,                l	
                                                      Any travel arrangements made using Air Miles or similar                     (£10 loss of
    accommodation and other pre-paid costs,             schemes                                                                    deposit)
    should you have to cancel or cut short your
                                                      Any costs which are recoverable from elsewhere
                                                     l
    trip

6
Excess
Benefits (for trips taken in the UK)        Significant or Unusual Exclusions or Limitations                      Limit     per claim
Abandonment                                 l     As per Cancellation                                             £10,000   £70
Proportionate refund of unused
non-recoverable costs, should you have to
abandon your trip

Lost, stolen or damaged baggage             l  £600 single article limit                                          £5,000    £70
Cover for loss or damage to personal        l  £1,000 valuable limit
belongings                                  l	
                                             Losses not reported to the police as soon as possible when
                                               discovered

Associated medical expenses                 l	Any leisure or sport activity not listed as being covered in       £5,000    £70
Payment for expenses of medical treatment      your Policy Book
following injury or illness. Includes       l	
                                             Any costs over £500 where prior agreement regarding
repatriation                                   treatment has not been obtained from the Medical
                                               Assistance provider

Personal accident                            	A reduced rate applies to those under 16 years or over 70
                                            l                                                                     £30,000   Nil
Payment for death, loss of limbs or total       years of age
disablement following accidental injury

Substitute accommodation                    
                                            l     Any claim if your trip is booked as part of a package holiday   £5,000    £70
Additional accommodation and transport      
                                            l     Any costs which are recoverable from elsewhere
costs if you need to move to substitute
accommodation during your trip

Enforced stay                               
                                            l     Any costs which are recoverable from elsewhere                  £1,500    £70
Cover if you are unable to reach your       l   	Any costs where the transport operator has offered
destination, return to your accommodation         reasonable alternative travel arrangements
or return home

                                                                                                                                        7
Excess
    Benefits (for trips taken in the UK)            Significant or Unusual Exclusions or Limitations                              Limit        per claim
    Personal money                                  l Reduced rate of £300 for cash                                              £500         £70
    Loss or theft of money including cash,           l	
                                                      Losses not reported to the police as soon as possible when
    travellers cheques, passport, pre-paid              discovered
    tickets and driving licence

    Personal liability                               	Any leisure or sport activity not listed in your Policy Book
                                                    l
                                                                                                                                  £2,000,000   Nil
    Cover for legal liability if you cause injury   l
                                                        	Your ownership or occupation of land or buildings (except
    or death to third parties or damage to their            occupation of temporary holiday accommodation)
    property

    Legal expenses                                   	The insurer will only cover claims which occur during the
                                                    l
                                                                                                                                  £50,000      Nil
    Cover for legal costs incurred following your                  period of insurance and have reasonable prospects of
    personal injury or death during your trip                      succeeding
                                                    l	
                                                                Any legal costs that occurred before entering into this
                                                                   contract
                                                    l	
                                                                Any legal costs incurred before your claim has been accepted
                                                    l	
                                                                Please refer to the ‘Legal expenses’ section of your Policy
                                                                   Book

8
Additional cover option – Winter sports
If you have selected this additional option, your policy Schedule will detail this.

                                                                                                                              Excess
 Winter sports cover benefits                     Significant or Unusual Exclusions or Limitations                    Limit   per claim
 Winter sports equipment                          l   Reduced limit of £550 for hired equipment                       £750    £70
 Loss of or damage to your own or hired ski       l   Any loss or theft from a motor vehicle
 equipment                                        l   Equipment damage while it is in use

 Delay due to avalanche                                                                                               £300    Nil
 Cover for the cost of extra travel and
 accommodation if an avalanche delays
 arrival or departure from the booked resort

 Piste closure                                     	This cover is not applicable in the UK, and within Europe the
                                                  l                                                                   £400    Nil
 Cover for transportation to another site if          cover only applies during the period 15 December to 15 April
 your booked resort is closed because of lack
 of snow, excessive snow or high winds

 Ski pack                                                                                                             £350    Nil
 Cover for the proportionate cost of your
 non-refundable ski pack if, due to illness or
 injury, you are medically certified as being
 unable to ski

 Inability to take part in winter sports          l   Any circumstances you were aware of prior to your trip          £200    Nil
 activities                                       l   Any leisure or sport activity not listed in your Policy Book
 Cover if, due to illness or injury, you cannot
 take part in winter sports activities

                                                                                                                                          9
Other important Significant Exclusions and Limitations                      Duration of cover
     of this policy                                                              This policy is effective for one year from the cover start date
     l 	Cover is excluded for any pre-existing medical conditions,              shown on your policy Schedule.
         unless declared to and accepted by us.
                                                                                 Cancellation within the first 14 days
     
     l 	Certain sections of this policy are subject to an excess, which is      At point of purchase, if your holiday return date is within 1 month
         applied per claim. See your Policy Book for details.                    from the commencement date, there will be no refund if you
     
     l 	Any specific exclusion or limitation shown on your quote                choose to cancel your policy. In all other cases, you have the right
         Schedule (please refer to the General Exclusions section of your        to cancel your policy during a period of 14 days either from the
         Policy Book).                                                           date of commencement, or the date on which you receive your
     l 	If you plan to take part in any leisure or winter sports activities,   policy documentation, whichever is later. If you wish to do so and
          please be aware that limitations and exclusions may apply.             cover (including cancellation cover) has not commenced, you
          Please refer to the leisure and winter sports activities section in    will be entitled to a full refund of the premium paid. If the policy
          your Policy Book.                                                      is cancelled during the 14 day cooling off period and cover has
                                                                                 commenced, we will give you a pro-rata refund of premium based
     
     l 	Any claim if, at the time of buying or renewing your policy or
                                                                                 on the cover you have had. Please note that if you have made a
         booking a trip, whichever was the later, your close relative, close
                                                                                 claim and subsequently wish to cancel your policy, we will recover
         business associate, travelling companion or person with whom
                                                                                 the monies paid to you in settlement of the claim. To exercise
         you were going to stay, had a medical condition for which he or
                                                                                 your right to cancel your policy, please contact us by telephone
         she:
                                                                                 on 0800 904 7489. If you do not exercise your right to cancel
         – was receiving treatment at hospital (other than where they           your policy, it will continue in force for the term of the policy and
            go to hospital for check-ups for a stable condition, at regular      you will be required to pay the premium. For your cancellation
            intervals which have been arranged beforehand);                      rights outside the statutory cooling off period, please refer to the
         – was waiting for a hospital consultation, investigations or           ‘General conditions’ section of the Policy Book.
            treatment (other than where they go to hospital for check-ups
            for a stable condition, at regular intervals which have been         Right of cancellation
            arranged beforehand);                                                After any statutory cooling off period you may cancel the policy
                                                                                 at any time by contacting us, but no refund of premium will be
         – had been given a terminal prognosis, or been told that their
                                                                                 available. We (or any agent we appoint and who acts with our
           condition was likely to get worse in the next 12 months.
                                                                                 specific authority) may cancel this policy by sending you seven
     
     l 	You must purchase travel insurance before you leave the UK.             days’ notice to your last known address. If we cancel your policy
         We do not cover any trip where you have already left the UK at          we will refund any premium owing to you on a pro-rata basis, if you
         the time of purchasing this insurance.                                  have not made a claim. We may cancel this policy with immediate
                                                                                 effect if you do not pay the premium or we are unable to continue
                                                                                 cover under the Medical Declaration.

10
Making a claim                                                         Financial Services Compensation Scheme
For medical emergencies call (+44) 1444 442105 from abroad or          The insurers are covered by the Financial Services Compensation
0800 092 2101 from the UK. For End Supplier Failure Insurance          Scheme (FSCS). This provides compensation in case any of its
claims call 0800 092 1843 from the UK or (+44) 20 8776 3752            members go out of business or into liquidation and are unable
from abroad. For lost or stolen passports call 0800 092 2101 or        to meet any valid claims under their policies. Further information
(+44) 1444 442105. For all other claims call 0800 092 2099 from        can be obtained from the Financial Services Compensation
the UK or (+44) 1444 442106 from abroad.                               Scheme (www.fscs.org.uk), by contacting the FSCS at 10th Floor,
                                                                       Beaufort House, 15 St Botolph Street, London EC3A 7QU or by
Making a complaint about a claim                                       calling 0800 678 1100 or 020 7741 4100.
If you have a claim related complaint or you are dissatisfied with
the service that Collinson Insurance Services Limited has provided
please contact:
Quality Department, Collinson Insurance Services Limited,
Sussex House, Perrymount Road, Haywards Heath, West Sussex
RH16 1DN, call 0800 092 2099 from the UK or (+44) 1444 442106
from abroad, or e-mail complaints@collinsoninsurance.com.
If your complaint relates to a claim under the ‘End Supplier Failure
Insurance’ section only, please contact:
The Customer Services Manager, International Passenger
Protection Limited, IPP House, 22-26 Station Road, West Wickham,
Kent BR4 OPR, fax (020) 8776 3751 or e-mail info@ipplondon.co.uk
The Financial Ombudsman may look into your complaint if you
remain dissatisfied after we have reviewed it. However, if we have
not provided a final response within eight weeks you can refer
your complaint straight to the Financial Ombudsman Service. The
Financial Ombudsman Service resolves disputes in an independent
and fair way.
Telephone: 0300 123 9123 or 0800 023 4567
E-mail: complaint.info@financial-ombudsman.org.uk

                                                                                                                                            11
Saga Services Limited is a wholly owned subsidiary of Saga plc and is registered in England and Wales (Company No. 732602).
Registered Office: Enbrook Park, Sandgate, Folkestone, Kent CT20 3SE. Authorised and regulated by the Financial Conduct Authority.

CSL-TR2125v1                                                                                                                        February 2018
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