Frequently Asked Questions

Am I covered if I am pregnant?

What is a policy Excess?

What is a Pre-existing Medical Condition?

How do I make a claim?

How many children can I insure on a Family policy?

What are the Terms and Conditions?

What are my cancellation rights?

What does Winter Sports cover?

What do I do if I need medical assistance when travelling?

Can we travel independently on our Couple/Family travel insurance policy?

How often can I travel on an Annual Multi Trip policy?

How is my policy delivered?

Do you cover non-UK residents?

Can I go scuba diving when travelling?

What products do you offer?

What credit/debit cards do you accept?

Can I pay by cheque?

What happens if my bag is stolen with all my travel documents and money whilst I am travelling?

Are my glasses covered?

When do I need to purchase my travel insurance?

What do I need to take on holiday with me?

Are my golf clubs covered?

Am I covered for cancellation?

What is Half Excess?

What is an EHIC (formally E111)?

What vaccinations do I need?

Can I change my policy?

Am I covered if I am pregnant?

This policy covers you for complications arising from pregnancy. See page 1 of the Policy Wording for full details.

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What is a policy Excess?

Most sections of the policy carry an Excess. This is the first amount of any claim that you will have to pay. The amount may vary depending on the sections of cover. It is applicable per person per section. The Excess will be reduced to NIL if you have used a EHIC (Formally E111) to reduce your medical expenses bill or paid the Excess Waiver premium.

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What is a Pre-existing Medical Condition?

Any medical condition or any illness related to a medical condition which you or anyone else upon whom your travel is dependent knew about, or could have reasonably been expected to have known about, before you bought this insurance (not including those conditions listed as Accepted Medical Conditions within the Important Information Relating To Health Section on page 1 of the policy document).

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How do I make a claim?

To Claim, phone Our Claims Helpline on 0871 664 7995 and ask for a claim form.
All claims must be submitted on a claim form, within 28 days of Your return, accompanied by original invoices, receipts, reports, etc. Please refer to the relevant Section of Your policy for specific conditions and details of the supporting evidence that Axa Assistance require. Please remember that it is always advisable to retain copies of all documents when submitting Your claim.

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How many children can I insure on a Family policy?

Four dependant children (including foster children) under the age of 18. (In full-time education and residing with you).

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What are the Terms and Conditions?

It is important that you read the policy carefully and agree to all the Terms and Conditions to make sure that the cover provided is suitable for you.

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What are my cancellation rights?

You have 14 days from receiving the policy wording to read it and see that it gives you the cover you require. During this time you can return the policy for a refund if you are dissatisfied with the cover. The refund will only be given provided you have not already made a claim, that there is not an impending claim and that you have not already started your holiday or journey. If the request to cancel is received outside of the 14 days cooling off period, then you should refer this to OINC.com with the reasons for cancellation.

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What does Winter Sports cover?

Provided you have paid the Winter Sports extension, you are covered for: ski equipment, piste closure, avalanche cover, ski hire, ski pack costs up to the limits shown on the schedule of benefits. Activities covered are:

Guided cross-country skiing (Nordic Skiing)
mono skiing
off-piste skiing or snowboarding (in areas designated safe by resort management)
recreational racing
skiing
snowboarding
snow sledging

The following Winter Sports are not covered under any circumstances:

Freestyle skiing
heli-skiing
ice hockey
luging
off-piste skiing or snowboarding in areas designated as unsafe by resort management
off-piste skiing or snowboarding where there is an avalanche warning in place
parapenting
ski acrobatics and stunting
ski bob racing
ski-doing
ski flying
ski jumping
ski racing or training
the use of skeletons or bobsleighs
snow mobiling
tobogganing

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What do I do if I need medical assistance when travelling?

Please notify Axa Assistance immediately about any serious illness or accident abroad where you have to go into hospital or you may have to return home early or extend your stay (You should first check that the circumstances are covered by Your policy). Please contact Axa Assistance on the number shown below, giving Your name and Certificate number, please also provide a telephone, fax or telex number where Axa Assistance can contact You or leave messages at any time of the day or night.
To comply with the terms and conditions of the insurance You MUST contact Axa Assistance as soon as possible. You MUST obtain Axa Assistance's authorisation before incurring any expenses over £250. If you have treatment as an outpatient you must get a medical certificate showing the nature of the injury/illness and keep any original bills, which you have paid. You can submit a claim for these expenses on your return to the UK (please refer to Q4 "How do I make a claim?").
For assistance outside U.K. dial: 0044 (0) 845 271 2457

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Can we travel independently on our Couple/Family travel insurance policy?

Each adult and all children can travel independently; however, children must be accompanied to and from the airport by an adult over the age of 18.

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How often can I travel on an Annual Multi Trip policy?

The policy lasts for the complete 12 months, and you can take as many trips/holidays as you wish during the year. Any individual trip or holiday must not last longer than 31 days on Standard policies and 45 days on Premier policies. If a trip is for a longer period you will need to purchase a Single Trip policy for that particular trip. Winter Sports Cover and Business Cover, both for a maximum of 45 days in total for the whole year, are available at an additional premium. Please contact us on 0844 482 0027.

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How is my policy delivered?

Your policy can be emailed directly to your email address shortly after being issued, please note that some internet providers filter our automated e-mails as SPAM so please check your SPAM/junk folder if the e-mail has not been received. Alternatively for a small postage charge, your documents can be delivered by post.

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Do you cover non-UK residents?

You need to live in the UK (Great Britain, Northern Ireland, and Isle of Man) and have not spent more than 6 months abroad in the year prior to purchasing the policy. If you are outside this limit then please contact us on 0844 482 0027.

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Can I go scuba diving when travelling?

Scuba diving up to 15 metres if qualified or accompanied by a qualified instructor. Excludes solo dives and dives less than 24 hours before departure. The policy can be upgraded to include scuba diving to a depth of 50 metres for an additional premium.

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What products do you offer?

Single Trip policies
Annual Multi Trip policies with maximum trip duration of 45 days For Individuals, Couples and Families (including Single Parent Family) Including optional covers for Winter Sports, Golf and Business Travel

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What credit/debit cards do you accept?

We accept Visa, MasterCard, American Express, Maestro/Switch, Solo, Visa Electron and Delta.

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Can I pay by cheque?

We are only able to accept cheques for policies over the value of £100. The policy will be set up when the cheque has been cleared through our bank. Please contact us on 0844 482 0027.

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What happens if my bag is stolen with all my travel documents and money whilst I am travelling?

You must report theft or losses to the police or relevant authority within 24 hours of the event and obtain a written report. These reports are the only proof that the loss/theft did actually occur. Without them White Horse cannot make any payment to you. If you leave luggage and personal items unattended in a public place then White Horse cannot be held responsible for any resultant claim. You should always take reasonable care to look after your property and treat it as if it were not insured. There is no cover for cash or valuables left in an unattended vehicle at any time, even if the vehicle is locked.

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Are my glasses covered?

Yes, there is cover for glasses on our policies, they are included as valuables. However, the maximum amount that will be paid for sunglasses or prescription glasses of any kind is £100 on Standard Cover or £200 on Premier Cover.

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When do I need to purchase my travel insurance?

At the time of booking your travel arrangements to make sure that you have cancellation cover in place for that particular trip.
If your travel arrangements change then you must contact us immediately on 0844 482 0027. You must be able to provide the correct Period of Insurance on your documentation in the event of a claim.

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What do I need to take on holiday with me?

Please ensure that you take a copy of your certificate of insurance and a copy of the full policy wording - these documents contain important numbers that you may require whilst travelling.

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Are my golf clubs covered?

Yes, up to £1,000 in total, provided you have paid the additional premium for the Golf Cover extension.

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Am I covered for cancellation?

If you have paid the appropriate premium, you are covered for cancellation of your holiday for the reasons stated in the policy wordings. You may be able to claim (subject to the policy terms and conditions) for any travel or accommodation costs that you have either already paid or are contracted to pay, that you cannot reclaim from the tour operator.

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What is Half Excess?

If your policy includes the Half Excess option, you will need to pay only half the excess on any claim. You can halve the Excess on your policy through the payment of the appropriate additional premium. Please contact us on 0844 482 0027.

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What is an EHIC (formally E111)?

If you intend travelling to European Union (EU) countries, the European Economic Area (EEA) or Switzerland, we would advise you to obtain a Form CM1 from your local main Post Office. On returning this, duly completed, to the main Post Office you will be issued with a European Health Insurance Card (EHIC), which will entitle you to certain free or reduced cost health arrangements in the EU, EEA or Switzerland. (Full details are given in the DSS Leaflet No. SA40).
NB: In the event that you have used the EHIC to effectively reduce the cost or your treatment or medicines; then you will not have to pay an Excess in relation to any medical related claims.

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What vaccinations do I need?

You should check with your doctor as soon as possible, your doctor will be best advised to tell you what vaccinations are required, if any.

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Can I change my policy?

We can change your policy within 14 days of purchase, after this you will only be able to make administration changes such as departure / return dates, extend the policy to cover Special Sports & Activities or upgrade the benefit levels within the policy. Please contact us on 0844 482 0027.

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