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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