Q - Is it safe to put my personal details online?
A - Yes. Whenever we ask you for personal information, we do so within a secure environment and all details sent between your PC and our web site are encrypted. Why not find out more information about our security?
Q - Who underwrites Santander Travel Insurance?
A - Santander Travel Insurance is underwritten by ACE European Group Ltd. The ACE Group of Companies is one of the world’s largest providers of insurance and reinsurance. Since its inception in 1985, ACE has expanded rapidly and now operates in 50 countries around the world. Find out more about ACE
Q - Can I get instant cover and policy documents - I’m travelling today?
A - Yes, if you can receive and access your policy documents by email. As soon as your credit card details have been validated, we will confirm your cover and send your policy documents to the email address you have provided. You can also choose to get an SMS with cover details to your mobile. Provided you have your policy number, emergency number and claims number, you have all the basic information you need; however, we always recommend that, before you travel, you review your full documentation to ensure it is accurate and meets your needs.
Q - When does my cover begin?
A - If you are buying a trip policy, your cover begins instantly. If you are buying an annual policy, your can choose when your cover begins (up to 31 days in the future). If you have already booked a holiday, and have no other travel insurance arrangements in force, you should ensure your policy starts immediately, so you are covered for cancellation.
Q - What happens if my flight is delayed beyond the insurance period?
A - If your flight is delayed on your return journey and you do not get back into the country until after your policy has expired, your cover will continue until your airline can get you home.
Q - Can I change my policy?
A - If you move house, we will reissue your policy for your new address. If you need to add winter sports cover or want to increase the number of people insured, you can call us on 0800 519 9922 or +44 1293 726327 . Provided you are not on holiday at the time, we can cancel your policy, give you an appropriate return of premium and arrange a new policy for you.
Q - How do I renew my annual multi trip policy?
A - We will remind you 3 weeks before your policy expires, and offer you the opportunity to buy another policy. You will need your policy number, last name, date of birth, and credit card number to buy again. You can use this quick method to buy another trip policy from us too.
Q - My travel agent wants me to buy insurance from them. What should I do?
A - Make sure you have your policy details, including policy number and policy wording, to hand when booking your trip. Your travel agent is trying to make sure that you are not travelling uninsured, and that you have adequate cover. You simply need to provide them with evidence that you are insured. Our travel insurance meets the benefit levels recommended by the Foreign & Commonwealth Office, and should more that satisfy any criteria demanded by your travel agent.
Q - What if I have a medical emergency abroad?
A - You must contact ACE assistance on +44 (0) 20 7173 7177.
Q - Do I have to pay medical expenses and claim them back or will you pay them directly?
A - If it’s a medical emergency and you are admitted to hospital, our emergency assistance service will guarantee the fees of the hospital and attending doctor(s) - so you don’t have to pay. In cases where the expenses are small, you may opt to pay, or be asked to pay, and claim the money back. Please talk to our emergency assistance service, unless the case is very minor, and they will decide what to do. We will not pay for any expenses not covered by our policy.
Q - What is Medicare?
A - Medicare is Australia’s equivalent of the National Health Service. Australia operates a reciprocal health agreement with the UK where you must enrol in Medicare to get free public hospital treatment. New Zealand operates a similar scheme.
If you require medical treatment in Australia or New Zealand, you must register for treatment with Medicare or the equivalent scheme in New Zealand. If you do not, we may reject your claim or reduce the amount we pay to you. For more information visit the Department of Health website.
Q - Do the limits under the policy apply per person or per policy?
A - Each of you is covered separately up to the limits shown in the policy. The policy limits apply in the same way as they would if you had each taken separate policies - see our full policy wording for details.
Q - Am I covered for holidays in the United Kingdom?
A - Yes, provided you have bought an annual policy. You must spend at least two nights in accommodation you booked before your departure. So a weekend break involving two nights in a hotel would be covered, but a day out and overnight stop wouldn't. If you have bought a trip policy you will not be covered for holidays in the United Kingdom. Whichever policy you buy, some benefits are not payable for holidays in the UK. See the Key Facts document and Policy Wording for full details.
Q - What am I not covered for?
A - We have highlighted what we believe are the most important exclusions in the FAQ’s, Key Facts document, and on the statements we ask you to confirm before you buy our cover. It is not possible for us to list everything you will not be covered for, and we strongly advise you to read the full Policy Wording. Under each section of cover you will find a list of exclusions on the right hand side of the page, and a further list of General Exclusions in Part IV towards the end of the policy wording. These sections must not be read in isolation, but within the context of the full policy wording. If you have any doubts about what is not covered, please contact us.
Q - I have a medical condition, can I be covered?
A - Before you buy a policy, we ask you to confirm that no person to be insured has:
If you can confirm these statements, you can buy our cover online. If you cannot confirm these statements, then we will need to assess your medical conditions.
Q - Will I be covered for terrorist activity?
A - Yes, Santander Travel Insurance does not exclude cover in the event of terrorism.
Q - What activities are covered under the policy?
A - If you choose our Holiday option, you will be covered for Standard Holiday Activities. If you choose our Active Holiday option, you will also be covered for Sports and Activities. If an activity is not listed, then this policy provides no cover for that activity.
Q - What do you mean by the term UK resident?
A - Someone who has been living in England, Scotland, Wales or Northern Ireland for at least 3 months prior to the date cover is applied for. Please click here if you are not returning to the UK.
Q - I am British but my partner does not have British citizenship, can we purchase a policy to cover us as a couple?
A - Yes, provided you are both resident in the United Kingdom and your partner is your spouse or a person of either sex with whom you have been living for at least three months as though they were your spouse.
Q - I live overseas. Can I buy travel insurance from you?
A - Only United Kingdom residents can buy insurance from this website.
Q - I am going to live abroad and am not returning to the United Kingdom. Can I buy your annual travel insurance?
A - Sorry, our policy does not cover single direction trips or non-United Kingdom residents. Trips must begin and end in the United Kingdom and you must be resident here.
Q - I am starting my journey from another country, but returning to the United Kingdom after 28 days. Will your policy cover me?
A - Sorry, trips must begin and end in the United Kingdom.
Q - Can I buy this policy to cover a business related trip?
A - No, Santander Travel Insurance exclusively covers leisure trips. No cover is available for any business trip.
Q - How can I pay?
A - You may pay online using a valid credit card or debit card. Alternatively you can contact us to purchase by telephone. You will still need a valid credit or debit card to buy over the phone. Please note that online premiums are available at a discounted rate, and should you choose to purchase offline the premium offered will be more than if you were to purchase online.
Q - How can I make a complaint?
A - We operate a comprehensive complaints procedure.