Travel Insurance - Frequently Asked Questions

Your policy schedule shows the cover selected, policy limits, excesses, destination area and any optional covers you have purchased. Your policy schedule shows the cover you've selected, while your policy document explains the terms, limits and exclusions that apply. 

Yes. We recommend having access to your travel insurance documents while travelling, as you may need them if you require medical assistance or need to make a claim.  You can view your documents anytime through MyAviva, and it may be helpful to have them available if you need to make a claim. 

Before travelling, check the latest travel advice from the Department of Foreign Affairs and ensure your trip complies with the policy terms. You should also confirm that all insured persons continue to meet the health eligibility requirements.

Yes, cover may apply if your flight, train or ship is delayed. Delayed departure benefits apply after a delay of more than 12 hours, subject to policy conditions and limits.

Cover may apply if you miss your international departure because of public transport disruption, a connecting flight delay, vehicle breakdown or an accident while travelling to your departure point. Terms, conditions and limits apply.

You may be covered if you need to cancel your trip for a reason listed in the policy, such as serious illness, injury, quarantine, redundancy, jury service or certain emergencies affecting your home. Conditions, exclusions and evidence requirements apply.

You may be able to claim under the Abandonment section of your policy if you need to cut your trip short for a covered reason. In some situations, you must contact the Medical Emergency Assistance provider before making return travel arrangements.

Yes. If your baggage is temporarily lost on your outward journey and you are without it for more than 12 hours, you may claim for essential replacement items up to the policy limit. Receipts and confirmation from the carrier are required.

Yes. If your travel plans or personal details change, you should contact Aviva. Even small changes may affect your cover and updated documents may be issued where necessary.

You can submit a claim through MyAviva.  Claims should be reported as soon as possible and supporting evidence may be required.

If you need emergency medical assistance while travelling, always contact the 24-hour Medical Emergency Assistance Service on +44 20 8137 3648 as soon as possible. If hospital treatment is required, the assistance provider should be contacted before arrangements are made whenever possible.

Depending on the claim, Aviva may ask for: 

• Your policy number
  
• Medical certificates
  
• Police reports
  
• Receipts
  
• Proof of expenses
  
• Evidence that costs could not be recovered elsewhere 

The documents required depend on the type of claim.  

You should report the loss to the local police within 24 hours or as soon as reasonably possible and obtain a written report. You may be able to claim under the Emergency Travel Document Expenses section if the loss prevents you from continuing your trip or returning home.

Report the loss or theft to the appropriate authority, such as local police, within 24 hours or as soon as reasonably possible. Keep any supporting documentation, receipts and written reports to support your claim.

For most claims, you should contact the claims team as soon as possible after the incident. The policy also states that all information relating to a claim should be provided within 30 days of becoming aware of a circumstance that could lead to a claim.

Some sections of the policy include an excess. The excess amount that applies to your cover is shown in your policy schedule.

No. Business travel is excluded from cover under this type of policy.

No. The policy does not provide cover when you travel against Department of Foreign Affairs advice where the DFA advises against travel, or where policy exclusions relating to government restrictions apply.

Yes. You can cancel your policy at any time. If you cancel within 14 days of purchase and have not travelled or made a claim, you may receive a full refund subject to the policy conditions. Different cancellation terms apply after this period.

No. The policy does not cover claims resulting from a tour operator, travel agent, airline or other service provider becoming insolvent and being unable to fulfil their obligations.

Children can be covered under the policy, however insured persons under 18 years of age, or under 23 if in full-time education, must normally travel with an adult named on the policy schedule unless otherwise agreed by Aviva.

Your cover may automatically extend without an additional premium if a transport delay, vehicle breakdown, illness, injury or quarantine prevents your return home. The extension period and conditions are set out in the policy documents.

We recommend carrying a valid European Health Insurance Card (EHIC) when travelling within the European Economic Area.

You can view and download your policy documents at any time by signing in to MyAviva and selecting Documents from your dashboard. Here you’ll find your policy information and any documents we’ve made available to you.

Your policy documents will be available as soon as your policy is set up. Simply sign in to MyAviva and select Documents from your dashboard to view or download them at any time. As this is an online product, documents are provided digitally rather than by post.

Once you've purchased your policy, we'll send you an email confirmation. Your policy documents will then be available straight away in MyAviva, where you can view or download them whenever you need them.