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 are ACE?
A - 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 - No problem! As soon as your credit card details have been validated, we will confirm your cover on screen, and 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.
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 028 2396 . 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 7798.
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.
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 - How many days am I actually covered per year under your annual policy?
A - Our annual policy covers you for individual trips of up to 30 consecutive days. You can take as many individual trips as you like providing you don't spend more than 90 days abroad in any insurance period. If you select our winter sports option, you will be covered for up to 21 days in any insurance period whilst you participate in winter sports either abroad or in the United Kingdom, Isle of Man or the Channel Islands
Q - My home contents insurance covers personal effects and money on holiday. Can I pay a lower premium for travel insurance without this cover?
A - Yes, you can choose our budget travel insurance option, which saves you money if you don’t need cover for personal effects, valuables and money.
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. Some benefits are restricted for children under 16 years of age - see our full policy wording for details.
Q - Am I covered for holidays in the United Kingdom, Isle of Man or the Channel Islands?
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 or Isle of Man. You will only be covered for holidays in the Channel Islands if you do not live there. Whichever policy you buy, some benefits are not payable for holidays in the UK, Isle of Man or the Channel Islands. 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 you are NOT
If you can confirm these and the other statements we ask you to confirm, you can buy our cover online.
Q - Will I be covered for terrorist activity?
A - Yes, provided it does not involve nuclear, chemical or biological weapons or agents.
Q - I am 64 but I will be 65 within the next 12 months, can I still take out an annual multi-trip policy?
A - Yes, but cover will automatically end when the policy finishes - you won’t be able to renew it.
Q - I am under 18 - can I buy your policy?
A - Unfortunately, no. Policyholders must be at least 18.
Q - I am pregnant - will I be covered?
A - Yes, provided you are not due to give birth less than 14 weeks after the end of your trip. If your due date is at least 14 weeks after the end of your trip, and you give birth during your trip, your baby will automatically be covered by our policy. If you are due to give birth within 14 weeks of the date your trip ends you cannot be covered by our policy.
Q - How many children can I insure under your policy?
A - If you and your partner are insured, you can insure up to 8 children. If only you are insured, you can insure up to 9 children. Children must be:
Q - I have a child over 18 who still lives at home and is in full time education, can we cover him/her under our family policy?
A - Yes, provided he or she is under 23 years of age.
Q - We have a ‘family’ policy, but our children live away from home during term time at college. Are they covered?
A - As long as your children or your partner’s children are not older than 18 years on the day you buy your policy (or under 23 years if still in full-time education) and dependent on you, they are covered - whether they live with you or not. But there are restrictions on their ability to travel without you or your partner. (The same restrictions apply on our ‘parent and children’ policy.)
Q - Can children insured under an ‘individual and children’ or ‘family’ policy travel on their own?
A - Yes, but only if you have bought our annual policy. If the child is named on your annual policy they are covered whilst they are travelling on their own in the following circumstances:
They are not covered whilst travelling on their own in any other circumstances.
Q - What do you mean by the term UK resident?
A - Someone who has been living in England, Scotland, Wales, Northern Ireland, Isle Of Man, or the Channel Islands 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, Isle of Man or the Channel Islands 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, Isle of Man or the Channel Islands residents can buy insurance from this website. If you are an Irish resident, you can buy our Irish travel insurance products.
Q - I am going to live abroad and am not returning to the United Kingdom, Isle of Man or the Channel Islands. Can I buy your annual travel insurance?
A - Sorry, our policy does not cover single direction trips or non-United Kingdom, Isle of Man or the Channel Islands residents. Trips must begin and end in the United Kingdom, Isle of Man or the Channel Islands and you must be resident here.
Q - I am starting my journey from another country, but returning to the United Kingdom, Isle of Man or the Channel Islands after 28 days. Will your policy cover me?
A - Sorry, trips must begin and end in the United Kingdom, Isle of Man or the Channel Islands.
Q - Can I buy this policy to cover a business related trip?
A - No, ACE Holiday Travel insurance does not cover any business related trips. You may, however, buy our specific business trip cover from business trip cover.
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.
Q - How can I make a complaint?
A - We operate a comprehensive complaints procedure.