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Frequently asked questions

Detailed below are some of our most regularly asked questions and answers. If you have a question about our policies in general or your policy in particular, which is not answered below, please give us a call on 0208 296 0413

General Travel Questions

It is advisable to buy your travel insurance as soon as you have booked your holiday so that you are covered for cancellation if you unable to travel. Another good reason to buy travel insurance as soon as possible after booking your holiday is to ensure that you have travel insurance cover in place if a strike is called which could affect your trip.

In order to be covered under the Travel Delay and Abandonment section of your travel insurance, you must have booked your holiday and bought your insurance policy before a strike is announced.

Yes, your policy documents will contain critical information on what to do in an emergency – such as the number you need to call for emergency medical assistance. It also gives you the full details of what you’re covered for and what you’re not covered for.

You should always keep a copy of your passport number and personal details page as this will help in the event of needing a new one.

If you lose your passport in the UK there is now a new reporting structure offering a fast and effective way to cancel the lost or stolen passport and so help prevent future misuse of the document and/or your identity.

You now need to complete a new LS01 form to get a replacement. Within the UK you can obtain these from the following:

  • A Regional Passport Office
  • The Identity and Passport Service (IPS) Adviceline 0300 222 0000
  • The IPS web site passport.gov.uk
  • Police stations
  • Certain Post Office branches that offer the Passport Check and send service

If your passport is lost or stolen overseas immediately report it to the local police and then contact the nearest British Foreign and Commonwealth Consulate, Embassy or High Commission. They will help you report the loss to the Identity and Passport Service (IPS) and help provide replacement travel documentation.

If credit or debit cards are also stolen you will need to inform your bank or credit card issuer, so make sure you have the appropriate emergency number with you as they may also be able to help with transferring emergency money to you.

There are no hard and fast rules but we would suggest.

  • Take some local currency with you.
  • When you are overseas place your money in a money belt when you are out and about.
  • If you are staying in a hotel keep your valuables, cash and passport in a safe (if available).

Yes. We advise holidaymakers taking more than one trip in a year to consider an annual travel insurance policy. Not only could it save you money, but it’s also a lot less hassle and means you can arrange it at the beginning of each year and forget about it until your renewal date comes around.

Yes, we do. If you are just taking one trip this year then our single trip travel insurance is the most suitable policy for you.

Yes we do.  We have partnered with goodtogo insurance to provide specialist travel insurance cover for those who may have difficulty obtaining appropriate cover from a standard product, either due to pre-existing medical conditions or age.  Please visit https://www.goodtogoinsurance.com/a/481

No, this is not the case. We have partnered with goodtogo insurance to provide specialist travel insurance cover for those who may have difficulty obtaining appropriate cover from a standard product, either due to pre-existing medical conditions or age.  Please visit https://www.goodtogoinsurance.com/a/481

No, all children under 18 included within a family insurance policy are only covered when travelling with an adult insured under the same policy

All our travel insurance policies offer cancellation cover, which means that if you had to cancel your holiday because of, for example, illness or injury to a travelling companion or close relative, redundancy or jury service you would be covered up to the limit shown on your policy.

Winter sports cover is available on all our single-trip and annual policies for an additional premium. This will cover you for things such as injury on the slopes, equipment, hired equipment, piste closure and delay due to avalanche.

Yes, pregnancy and childbirth are not considered to be medical conditions but restricted cover applies, as follows:-

Our policies include emergency medical expenses cover from week 0 to week 28 inclusive for a single pregnancy and 0 to week 24 inclusive for a multiple pregnancy whilst you are away.

From the start of week 29 to week 40 for a single pregnancy, or 25-40 for a multiple pregnancy, there is no cover for claims relating to normal pregnancy and normal childbirth or cancellation. However, medical expenses and cancellation cover will be provided if any of the following complications arise: stillbirth, miscarriage, emergency caesarean, a termination needed for medical reasons, premature birth more than 12 weeks (or 16 weeks if you know you are having more than one baby) before the expected delivery date, toxaemia, gestational hypertension, ectopic pregnancy, post-partum haemorrhage, pre-eclampsia, molar pregnancy or hydatidiform mole, retained placenta membrane, placental abruption, hyperemesis gravidarum, placenta praevia.

Please note your policy will not cover denial of boarding for reasons relating to pregnancy by your airline so you should check that you will be able to travel with the carrier/airline in advance.

It is essential, if at the time of booking your trip you are aware that you are pregnant, that you are able to have the required vaccinations for that trip. No cover will be provided for cancellation in the event that you discover travel is advised against after booking or you are unable to receive the appropriate and required vaccinations for that country. 

It is important you make sure your Medical Practitioner and Midwife are aware of your travel plans, that there are no known complications and you are fit to undertake the planned trip.

Your travel insurance may not cover you in a country that the Foreign,Commonwealth and Development Office has advised you not to travel to. For advice on countries not to travel to, please see www.fco.gov.uk/travel. It is important to note that your policy won’t cover the cancellation of a trip that you just feel disinclined to take, it will only cover you if you are advised against taking the trip by the Foreign,Commonwealth and Development Office and are unable to obtain a refund from your travel provider.

We will send you a confirmation e-mail with your policy documentation attached.

E&G Travel Insurance Questions

If you need emergency medical assistance whilst you are on your holiday, you will need to call the 24-hour emergency assistance line.

Emergency Medical Assistance – +44 (0) 203 829 6664

Non-emergency assistance or if you need a claim form – +44 (0) 203 829 6657 or www.policyholderclaims.co.uk

Your policy documents will have been emailed to you when you took out your policy.  If you have mislaid the original email please visit https://eginsurance.co.uk/travel/insurance/login where you will be able to access your details

Our policies include enhanced Covid-19 Cover.

This cover includes:
•Cover if you need to cancel your trip due to you or anyone named on your policy testing positive for Covid-19 in the 14 days prior to travel.
•Cover for medical expenses and repatriation due to contracting Covid-19 whilst abroad.

You can now also purchase additional cover for our denial of boarding extension which provides cover for denied boarding by an airline on your return flight as a result of contracting Covid 19.


*Please be aware – There is no cover on any of our policies if you travel against the Foreign, Commonwealth and Development Office (FCDO),  Government, local authority or medical advice.

If there is either a new local lockdown, or one in your destination that prevents travel, and you are unable to obtain a refund from your travel provider then you will be covered by our cancellation cover. However, should you still choose to travel against the advice of the Foreign, Commonwealth and Development Office (FCDO), Government or Local authority your policy will be void and you will not be covered.

In medical emergencies you need to call your dedicated medical emergency advice line which is available 24-hours a day, 365 days a year. The number is provided in your policy documentation.

Emergency Medical Assistance advice line – +44 (0) 203 829 6664

Our Emergency Assistance Service is operated by a worldwide organisation specialising in emergency assistance services and operates 24 hours a day, 365 days a year. Their telephone number is +44 (0) 203 829 6664 when calling from overseas. Please quote your policy number and ‘E&G Travel’ when you call.

We offer 7-day, 14-day, 21-day and 31-day policies under our general travel insurance policy.   If you are planning to be away for longer than this you might be interested in our specialist backpacker’s policies which cover trips up to 12 months.

No, all children under 18 included within a family insurance policy are only covered when travelling with an adult insured under the same policy

Yes, provided you meet the two following conditions:

  • You are entitled to be a resident of the UK, such as having a valid student visa arriving to study or having a spousal visa.
  • You are registered with a United Kingdom doctor.

Our partner company CIBT provides specialist management of your entire Schengen Visa application process from start to finish including all document-checking and submission.
To receive a 10% discount off their listed prices simply follow the process at the following website: cibtvisas.co.uk/mytravelvisa

Yes, holidays within the UK are covered. Please note for holidays within the UK, the limit for Medical and Repatriation cover is £1,000 per person. This is because you will be able to obtain treatment free of charge from the NHS.

You can pay for your travel insurance using all major debit or credit cards except for American Express and Diners Club.

Backpacker Travel Insurance - a partner link with Insure with Ease

If you need emergency medical assistance whilst you are on your holiday, you will need to call the 24-hour emergency assistance line, the phone number is on your policy documentation.

Emergency 24-hour emergency advice line +44 (0) 203 829 3818

Your travel documents will have been sent by email when you purchased the policy.  If you have mislaid this email please login at  https://www.insurewithease.com/a/625/account

Our policies provide cover for

  • Cancellation if you or anyone insurance on your policy catch COVID-19 before you travel.
  • Cover for emergency medical treatment and repatriation if you catch COVID019 whilst you are abroad.

Please note that our policies do not provide cover for cancellation cause by a change in FCDO advice, to advice against all or all but essential travel, our policies will not provide any cover. Please check the latest advice before you travel. www.gov.uk/foreign-travel-advice

There is no cover under any other sections of the policy for anything caused by or relating to COVID-19 / Coronavrius / SARs COV 2, any mutation of COVID-19 / Coronavirus or any pandemic or fear or threat of any of the above.

Our backpacker’s insurance is designed to provide cost effective cover for backpackers and travellers making trips of up to 12 months. It is ideal for anyone planning a long stay abroad, whether you’ve just graduated or have simply decided to take a break from work.

Impaired Health Travel Insurance - a partner link with Good To Go

If you need emergency medical assistance whilst you are on your holiday, you will need to call the 24-hour emergency assistance line, the phone number is on your policy documentation.

All other claims information will be on your policy documents.

Your travel documents will have been sent by email when you purchased the policy.  If you have mislaid this email please login at https://www.goodtogoinsurance.com/a/626/account  

To give you the confidence to travel our policies have always provided cover for emergency medical treatment if you catch COVID-19 whilst you are abroad.

Our new Covid+ policies also include cover for cancellation if you or anyone insured on your policy catch COVID19 before you travel.

Please note that our policies do not provide cover for cancellation caused by a change in FCDO advice, to advise against all or all but essential travel, due to COVID-19 or any other pandemic.

If you travel to a destination where the government is advising against all or all but essential travel, our policies will not provide any cover. Please check the latest advice before you travel. www.gov.uk/foreign-travel-advice

There is no cover under any other section of the policy for anything caused by or relating to Covid-19/Coronavirus/SARs-COV-2, any mutation of Covid-19/Coronavirus/SARs-COV-2 or any pandemic or fear or threat of any of the above.

If catch Coronavirus or require medical treatment whilst away, then cover will be in place for emergency and necessary treatment, so long as you have not travelled against FCDO advice.

Customers should be aware that our policies are travel insurance policies and not private medical insurance meaning that there is no cover for any medical expenses incurred in private medical facilities if we have confirmed that medically capable public facilities are available.

Our policies will provide cover for repatriation (bringing you home) that is medically necessary. Our Assistance Team will liaise with your treating doctor(s) about your treatment plan and if required obtain a ‘fit to fly’ certificate. We also liaise with you and advise on, and put in place, suitable repatriation plans to get you home as soon as it is medically safe to do so in order to achieve your optimal recovery.

Yes you can both be covered on the same policy.  We recommend that you and your travelling companions are all covered on the same travel insurance policy, regardless of whether they have any pre-existing medical conditions. This means that your companions will also have cover if the holiday needs to be cancelled due to your existing medical condition. If you are all insured on different policies this may not be the case

Travel insurance acts like private medical insurance whilst you are abroad, protecting you from the risk of large medical bills if you fall ill or have an accident. Therefore, in order to provide adequate cover, we need to have an accurate picture of your current health and medical history, which means that you need to declare all existing medical conditions.

An existing or pre-existing medical condition is any condition which would cause you to answer yes to one of the following questions, or a previous medical condition which still has an impact on your current health.

  • Have you taken any prescription medication or received medical treatment in the last 2 years?
  • Have you attended a medical practitioner’s surgery, hospital or clinic (outpatient or in-patient) in the last 2 years?
  • Are you awaiting any medical treatment or investigation?
  • Have you been diagnosed by a medical practitioner as suffering from a terminal illness
  • Medical conditions which are controlled by medication, such as high cholesterol or high blood pressure must be declared.
  • A medical condition from which you have recovered but have still had check-ups or follow-up appointments for in the last 2 years needs to be declared.
  • Conditions for which you have been prescribed medication must be declared, even if you have decided not to take the medication.

If your health changes between purchasing your policy and your travel date you should notify us so that we can update your policy.

To be properly covered by your travel insurance for Medical Expenses and Repatriation and Cancellation or Curtailment due to illness you must declare all your existing medical conditions

You can declare your existing medical conditions to us when you buy travel insurance online or by phone. It will only take a few minutes and in most cases we will be able to issue cover immediately. You will need to tell us the name of your medical conditions and then answer a series of multiple-choice questions, such as how your condition has been treated and whether you have had any unplanned hospital visits in the last year – we won’t need a doctor’s certificate or the names of your medication.

By taking a travel insurance policy out with On Your Way Insurance, you are given the reassurance of access to our 24-hour emergency assistance line, who would be on hand 24-hours a day to help.

If you are unfortunate enough to need medical assistance abroad you can call our 24-hour emergency assistance line – their number appears on the policy wording.

Yes. We will send you an email with details of how to retrieve your quote.

You will receive an e-mail shortly with your policy documents attached for you to print off and keep for your records. If you do not receive an e-mail from us within 24 hours of purchasing online, please e-mail travel@eginsurance.co.uk. It is also worth checking your junk mail to make sure that it hasn’t been filtered by mistake.

COVID-19

All policies provide cover for emergency medical treatment & repatriation if you contract COVID-19 abroad. Our policies also cover cancellation if you catch COVID-19 before you travel, or if you need to cancel because a close family member contracts COVID-19 and you need to remain at home.