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Destinations, eligibility, policy benefits
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Emergency assistance whilst abroad
Pre-existing medical conditions
Activities covered, cruise & winter sports
Need to make a claim? Find out how
Cover for your gadgets
Find out what you are covered for
Your policy is sent to you automatically by email right after you buy your policy. It’s worth checking your junk or spam folder.
If it’s not there, please contact our customer service department on 01293 855 960 to ascertain that your email address is correct and they will re-send to you. Alternatively, please get in touch via email at [email protected]
To contact our customer services team please call us on 01293 855 960
We are open :
Monday to Friday – 8:30am to 6pm
Saturday – 9am to 5pm
Sunday & Bank Holidays – Closed.
Single Trip – No, you will be covered from the date that you purchase your policy
Annual Multi Trip – Yes, you will not be covered for cancellation before the start date for all Annual policy.
No – Your airline should step in as they have a duty of care to help you. Under European Air Passenger Regulations any carrier licensed in an EU Country must offer you either a full refund or alternative flights. Check your rights on the Civil Aviation Authority website.
If your carrier is not licensed in an EU country you may be covered under the Cancellation or Travel Disruption section of your policy.
No. We understand how this can make your trip less enjoyable and means you may incur additional costs, but unfortunately this wouldn’t be covered – as it’s still your choice whether to go or not. It’s usually worth speaking to your tour operator or travel provider to see if they can move your dates.
You can contact us at [email protected], or send your complaint via post to:.
The Compliance Manager
ROCK Insurance Group
Griffin House
135 High Street
Crawley
West Sussex
RH0 1DQ
For complaints about how an assistance case or claim has been handled please contact:.
The Complaint Team
AXA Partners
The Quadrangle
106-118 Station Road
Redhill
RH1 1PR
Phone us: 02045 179 880
If you are still unhappy about our service, you can contact the Financial Ombudsman Service:
Financial Ombudsman Service Exchange Tower
Harbour Exchange Square
London
E14 9SR
You are free to cancel this policy at any time. If you wish to cancel within 14 days of the policy purchase date or the receipt of the policy documents whichever is the later, you may do so by contacting us on 01293 855 960 or email us at [email protected] or writing to us for a full refund providing you have not travelled and no claim has been made.
If you cancel a Single Trip policy after the first 14 days of receipt of the documents you will receive a partial refund, providing you have not travelled, made a claim or intend to make a claim.
If you cancel an Annual Multi-trip policy after the first 14 days of receipt (or after the renewal date) you will refund a portion of the premium depending on the number of complete months remaining on your policy providing you are not on a trip at the time the policy is cancelled and no claim has been made since the policy was issued or renewed.
The excess is the amount you pay when you make a claim which is set out in the table of benefits.
Where a claim is made for the same incident only one excess will apply per trip, per insured person (max 2).
If you use a Reciprocal Health Arrangement, any other arrangement with another country or private medical insurance to reduce your medical expenses, you won’t have to pay an excess.
All limits are per insured person apart from Legal & Liability which are per policy.
Our travel insurance offers cover for trips globally: from Europe to America, Africa to Asia. If you’re not entirely sure where your holiday destination falls under, then this is easily found out by simply by entering the name of the country into the travelling to box, or selecting either European or Worldwide regions.
United Kingdom
England, Scotland, Wales, Northern Ireland, the Channel Islands and the Isle of Man.
Europe
Albania, Algeria, Andorra, Armenia, Austria, the Azores, Baltic Islands, Belgium, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, the Czech Republic, Denmark, Egypt, Estonia, the Faroe Islands, Finland (including Lapland), France (including Corsica), Georgia, Germany, Gibraltar, Greece (including the Greek Islands), Hungary, Iceland, Ireland (Republic of), Israel, Italy, Jordan, Latvia, Libya, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta (including Gozo), Moldova, Monaco, Montenegro, Morocco, the Netherlands, North Macedonia, Norway, Poland, Portugal, Romania, San Marino, Sardinia, Serbia, Slovakia, Slovenia, Spain (including the Balearic Islands and the Canary Islands), Svalbard Islands, Sweden, Switzerland, Tunisia, Turkey and the Vatican City
Australia and New Zealand
Only available on Backpacker policies
Worldwide excluding USA, Canada, Mexico and the Caribbean
Worldwide including USA, Canada, Mexico and the Caribbean
Depending on which country or countries you’re visiting, you can select one of the following regions on the drop down menu:
United Kingdom
Europe
Australia and New Zealand
Worldwide – excluding USA, Canada or the Caribbean
Worldwide – including USA, Canada or the Caribbean
Please check the Travel Advice Unit of the Foreign, Commonwealth & Development Office (FCDO) before your trip here.
Travel insurance provides benefits over and above the medical treatment costs that are covered by the Global Health Insurance Card (GHIC).
Cover is provided for the period of the trip and finishes when the trip ends, providing the trip doesn’t exceed the period shown in the policy schedule. Maximum trip limit available when purchasing a policy is 180 days if you are aged 64 and under or 92 days if you are aged between 65 and 75.
An Annual Travel Insurance policy covers you for an unlimited amount of trips abroad throughout the year. The maximum length of these trips is 31 Days.
Our policies are only available to residents of the United Kingdom, Channel Islands or Isle of Man that are registered with a medical practitioner.
People that reside in the UK and that they are registered with a GP in the UK.
Unfortunately not. You must be a permanent resident of the UK to be eligible to purchase travel insurance from us. Your trip must also start and finish in the UK too.
Pregnancy is not a medical condition, however if there are complications during pregnancy these are covered.
For full details of pregnancy complications please refer to your policy booklet.
Yes, our Annual Multi Trip policies have an upper age limit of 75, however we offer Single Trip policies for customers up to the age of 85.
Single Trip – No Requirements
Annual Multi-Trip – Where you have selected an Annual Multi-trip policy your policy is valid for UK travel where you have at least 2 nights pre-booked accommodation or pre-booked transport at least 50 miles from your home, or travelling abroad where the trip starts and finishes in your home area
If you do not wish to have your Annual Multi-Trip policy renewed please call us on 01293 855 960 or email [email protected].
24/7 Assistance – 0204 517 9889 If you are calling from outside of the UK -+44 (0) 204 517 9889
+ 44 (0)1273 071784 or email [email protected]
Unfortunately, you cannot be covered if you have already left the UK.
This is not a private health insurance policy. The Insurer will pay for private treatment only if there is no appropriate reciprocal health agreement in existence and no public service available and the Insurer reserves the right to organise a transfer from a private medical facility to a public medical facility where appropriate.
If you are taken/or go to a private medical facility, costs that arise will only be covered if you have contacted the emergency medical assistance company and any treatment has been authorised by them.
Firstly, please check your Policy Certificate and Policy Wording to see what’s covered under the Loss of Passport benefit of your policy.
You may be covered for the cost of obtaining an emergency travel document from the Foreign, Commonwealth and Development Office (FCDO), along with travel and accommodation costs if you need to travel to get them. Please note however, that you will not be covered for the cost of the document itself.
Here’s what to do:
Report the loss or theft of your passport to the local police as soon as possible. You will need to obtain the crime reference details they provide for the Lost or Stolen Passport Notification form.
Next, to get the ball rolling with replacement documents, you will need to report your passport as lost or stolen on the FCDO website, or alternatively, give them a call on +44 (0) 20 7008 1500. They’ll let you know where your local FCDO office is to collect your emergency travel document and how long it’s likely to take. You will need to pay for the document and claim it back from us once you’re back in the UK.
If you need to travel to collect your replacement document, remember to keep all receipts for travel and accommodation.
Once you’re home, please get in touch with our Claims team.
Firstly, check your Policy Certificate to see what’s covered, along with your Policy Wording.
To make a claim for your bag and its contents, you’ll need to obtain a written report from the police or relevant authority within 24 hours of it happening. This is essential to make a claim – without it the claims team cannot make any payment to you.
If you’ve lost money, please also keep receipts for any cash withdrawal you’ve made following the loss.
Once you’re back in the UK, please contact the Claims team.
All of our policies include airport lounge access for scheduled flight delays over 2 hours. So, if you’re facing a delay of over 2 hours, please call+ 44 (0)2380 177466 (open 24 hours), quoting your Policy Number and flight details. We’ll check availability and can send an airport lounge voucher to you via SMS.
Terms and conditions apply – for instance, the 2 hour delay must be announced in one go, not as a series of shorter delays. So please check your policy wording for full details.
If you haven’t claimed for the airport lounge benefit and your departure from the UK is delayed by 24 hours or more due to strike or industrial action, you will be covered for Travel Delay. This pays you up to the amount listed on your policy certificate for each 24 hour period of delay.
If you choose to abandon your trip after 24 hours delay, you can also claim under the Abandonment section of your policy. This will cover non-refundable travel and accommodation costs you’ve paid for your trip.
To claim, please make sure you obtain written confirmation of the delay from your airline or carrier.
Any of the following medical conditions from which you have suffered from or received medical advice,
And/or
When applying for travel insurance with pre-existing medical conditions you have to complete a medical screening, either online or over the phone. This is simply a set of questions related to the condition of your health, designed to ascertain the type and severity or risk of the pre-existing medical condition you have.
Yes. If you have a pre-existing medical condition you will need to contact the Medical Screening team to declare your conditions. You can contact them on :
Medical Screening – 01293 855 960
Your pre-existing medical conditions will not be covered unless you have declared all conditions, received acceptance of this in writing, and paid an additional premium (where applicable).
A wide range of sports and activities are covered as standard on all of the policies at no additional cost as long as you are participating on a recreational and non-professional basis during any trip and you are following local laws and regulations and using any recommended safety equipment.
A full list of sports covered as standard and any exclusions can be found in the policy booklets under “Sport and Other Activities”. You should check this list to ensure you are covered before participating.
Winter Sports Cover may be available to purchase at extra cost to provide more cover for those specific sports trips.
Limits, excesses and exclusions apply, For full details please refer to your policy booklet.
If you have purchased Standard, Premier or Premier Plus cover then your policy can be extended to include Cruise Cover which includes missed port departure, itinerary change, cabin confinement and unused excursions, subject to terms and conditions.If you have purchased this cover it will be shown on your policy schedule.
Personal accident – This is a lump-sum payment made to you if you suffer a permanent disability or death as a result of an accident. It’s worth noting that you’ll still be covered for medical costs under the terms and conditions of your policy,
Personal liability – This is costs to cover you if you become liable for accidentally injuring someone, or causing accidental loss or damage to their property.
We recommend contacting the organiser to check what insurance they have in place. You may be covered by the organiser’s third party insurance, or it may be possible to find cover through a specialist provider for your particular sport.
Yes, you are covered for scuba diving up to a depth of 18 metres at no extra cost on our policies.
If you plan to dive deeper, you can add on extra cover to insure you up to 30m provided you are a BSAC, PADI, DIWA, SSI or SAA member. Please note that terms and conditions apply for this more advanced level of cover – so please take a look at our Policy Wording here under special sports and activities table A.
All Leisure Guard Backpacker polices automatically cover the following sports and activities:
Activity Conditions
Aerobics
Archery
Badminton
Basketball
Bowls
Bungee jump (No Personal accident cover)
Camel/elephant riding
Camogie
Cricket
Cycling No tours.(No Personal liability cover)
Dog sledging
Fell walking, ramblingnand trekking (Up to 2,000 metres altitude)
Fishing (If in coastal or inland waters)
Fishing If deep sea
Activity Conditions
Football
Go karting Up to 120cc. (No Personal liability cover)
Golf
Gymnastics
Hiking Up to 2,500 metres altitude
Hockey
Hot air ballooning As a passenger only
Hydro zorbing
Hurling
Ice-skating Rink only
Martial arts Training only
Motorcycling Over 50cc but under 250cc – as a rider or passenger if wearing a helmet and the rider holds an appropriate UK motorcycle licence to ride the motorcycle. (No cover for racing and no Personal liability cover)
Racket ball
Rafting, canoeing and kayaking (If not white water. No Personal liability cover)
Rafting, canoeing and kayaking
Including white water up to grade 3 rivers. (No Personal Liability cover)
Rambling
Roller skating
Rounders
Rugby
Safari Not involving use of firearms (not walking safari)
Scuba diving to a depth of 18 metres
Sea canoeing
Skateboarding
Snooker, pool and billiards
Snorkelling
Squash
Stand up paddle boarding (No Personal liability cover)
Surfing (No Personal liability cover)
Swimming (Excluding long distance in open water)
Table tennis
Tennis
Trekking Between 2,000 and 4,000 metres altitude
Triathlon – road bike
Volleyball
Water polo
Water skiing (Must be inland waters or coastal waters within a 1 mile limit from land. No Personal liability cover)
Windsurfing (Must be inland waters or coastal waters within a 1 mile limit from land. No Personal liability cover)
Yachting, boating, sailing and rowing (Must be inland waters or coastal waters
within a 12 mile limit from land. No Personal liability cover)
Winter sports cover is optional and can be added for an additional premium.
You can be covered for winter sports up to age 65 with our policies.
Please check your policy wording for a full list of winter sports activities that are covered if you have paid the additional Winter Sports premium.
If you are participating in a sport or activity that you do not see listed in the policy wording then please contact us on 01293 855 960.
Single Trip policies: If you include Winter Sports cover on our single trip policies, you’re covered to hit the slopes every day of your trip.
Annual Multi-Trip policies: Adding Winter Sports cover to Annual travel insurance will cover you for a maximum 17 days per year. These are the total number of days for your winter sports trip(s), rather than the number of days you’re on the slopes.
Yes, you are covered for off-piste skiing and snowboarding as long as you’re with a guide, and have added winter sports to your policy.
Off-piste is classed as areas of snow that have not been specially prepared for skiing within a resort boundary, this doesn’t include transiting between recognised and marked ski runs.
Yes, if your ski or snowboard equipment is delayed by at least 12 hours, we’ll cover you for the cost of hiring replacements until yours turn up.
If you need to make a claim – contact your airline to obtain a property irregularity report, and keep all receipts from the rental shop. You can then submit your claim once you’re back in the UK.
Yes provided you have paid the additional winter sports premium, to the amounts outlined in your policy wording.
If you need to make a Travel Claim:
Submit your claim online by clicking here, or please call 0204 517 9889 Open Monday to Friday – 09:00 to 17:00
If you need to make a Gadget Claim:
Please call 0330 053 1836 Open Monday to Saturday – 09.00 to 17.30
Submit a claim online at www.reactiveclaims.com or call 01420 259 048
Gadget Travel Insurance is designed to cover personal (portable) electronic gadgets and communication devices you carry with you on holiday subject to a maximum age of 5 years of age and laptops up to a maximum of 18 months old.
Accidental Loss, Theft, Mechanical Breakdown (excluding Laptops) and Damage.
Yes, cover is provided if you or your travel companion are denied boarding following either a COVID-19 diagnosis with an NHS or other government official test or receiving a temperature test reading or other medical test which falls outside of the transport provider’s terms of travel.
Yes, Your policy will cover you subject to the terms and conditions, if you need to cancel your trip because:
You or a close relative are diagnosed with or have contracted COVID-19, providing it has been more than 48 hours since you purchased the policy.
or You are required to self-isolate, subject to a positive test result/confirmation from a GP, or notification from the Track & Trace system and if someone you were due to travel with or stay with on your trip needs to self-isolate.
Yes. This would be covered under medical expenses section of the policy. If medically necessary we will also arrange for you to be brought back home.
Providing you aren’t travelling against the advice of Foreign, Commonwealth & Development Office (FCDO) or another regulatory authority
Yes, you are covered. If you contract coronavirus whilst on your trip, we will pay (up to the amount shown in the summary of cover) for costs incurred outside your home country that have been authorised by the emergency assistance company.
Yes, if you develop COVID-19 whilst abroad your policy will cover you for emergency medical treatment, repatriation and other expenses and additional transport and accommodation if you are unable to return home as planned.
Yes. Providing you aren’t travelling against the advice of Foreign, Commonwealth & Development Office (FCDO) or another regulatory authority then you are covered subject to the terms and conditions.
No. We understand how this can make your trip less enjoyable and means you may incur additional costs, but unfortunately this wouldn’t be covered – as it’s still your choice whether to go or not. It’s usually worth speaking to your tour operator or travel provider to see if they can move your dates.
No. You are not covered, if you are unable to travel because the government/or another regulatory authority have imposed restrictions, including national lockdown or regional quarantine.
No. If this happens, please contact your tour operator or travel provider for assistance.
© Copyright 2024 Leisure World Developments Ltd.
Leisure Guard Group and Leisure Guard Insurance Services are trading styles of Leisure World Developments Ltd. Leisure World Developments Ltd is authorised and regulated by the Financial Conduct Authority (FCA), under FCA number 927718.
Leisure Guard Travel Insurance is arranged and administered by ROCK Insurance Group. ROCK Insurance Group is a trading style of Rock Insurance Services Limited who is authorised and regulated by the Financial Conduct Authority (FCA No. 300317).
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