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Insurance Terms & Conditions


The Financial Service Authority
The Financial Services Authority (FSA) is an independent watchdog that regulates financial services. It requires us to give you this document. Please use the information below to confirm that the service we are offering is right for you.

Who Regulates Us?
The Adventure Company, Cross and Pillory House, 1 Cross and Pillory Lane, Alton, Hants GU34 1HL is an Appointed Representative of Campbell Irvine Ltd who are authorised and regulated by the Financial Services Authority. You may check this on the FSA’s register by visiting the FSA’s website www.fsa.gov.uk/register or by contacting them on 0845 606 1234.

Whose Products do we offer?
We only offer products from a single insurer ACE European Group Limited (ACE) for Travel Insurance.

Which Service we provide you with?
We do not recommend products after assessing your needs for Travel Insurance. We will ask you questions to determine that the product we are offering is applicable to your circumstances. You can then choose whether you wish to proceed with this product.

What will you have to pay us for our services?
We may charge an administration fee to cover any amendments to your travel insurance policy after it has been issued. Details will be provided to you at the time.

Are we covered by Financial Services Compensation Scheme (FSCS)?
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we can not meet our obligations, depending on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 100% of the first £2000 and 90% of the remainder of the claim, without any upper limit. Further information about
compensation scheme arrangements is available from the FSCS.

Your Duty of Disclosure
It is your responsibility to provide complete and accurate information to insurers when you take out your insurance policy, throughout the life of the policy and when you renew it. It is important you ensure that all statements you make on any application form, claim form and other documentation are full and accurate.
Please note that if you fail to disclose any material information or change of circumstances to your insurers, this could invalidate your insurance cover and could mean that part or all of a claim may not be paid. We strongly recommend that the information provided is checked thoroughly prior to submission and that you keep a record of all correspondence supplied in relation to the arrangement of your insurance cover.

Settlement Terms
We will be responsible for collecting payment for all new and renewal premiums and any alterations as soon as practicable but prior to inception or renewal of your policy. All premiums paid to us will be held as Agent of the Insurer in our Trust Account. All premiums are protected under Risk Transfer agreement with the Insurers. You will be responsible for paying promptly all of our payment requests
for premiums, to enable us to make the necessary payments to insurers. We normally accept payment by cash, cheque, selected credit /debit cards.

Your Policy
Should you mislay your policy a replacement will be issued upon written request. You may also request a new policy document at each renewal.

Governing Law and Language
UK Law allows the parties to choose the law applicable to the contract. The contract will be subject to the laws of England and Wales and in all communications, the contractual terms and conditions, and any information, we are required to supply to you, before and during the duration of the contract will
be in the English language, unless otherwise agreed in writing.

Confidentiality and Data Protection
All personal information held by us in relation to you will be treated with the utmost confidence and, where appropriate, in accordance with data protection legislation, including the Data Protection Act 1998. To set up and administer your insurance policy ACE European Group Limited (ACE) will hold and use information about you supplied by you and by medical providers. They may also send it in confidence for processing to other companies in the ACE European Group Limited (ACE) (or companies acting on their instructions) including those located outside the European Economic Area.

What to do if you have a complaint
Please see the complaints procedure detailed on page 10 of this Policy document.



This Policy Summary does not contain full details and conditions of your insurance – these are located in your Policy Document. Where a heading is underlined in this Policy Summary, full details can be found in the Policy Document under the same heading.


This insurance is underwritten by ACE European Group Limited (ACE).

Type of Insurance and Cover
Travel insurance for single or annual multi trips – Your Booking Invoice will show which cover you have selected.

Annual Cover:World-wide holiday and business cover for an unlimited number of trips, of up to 70 days any one trip. Winter Sports can be included up to 28 days. Work of a predominantly non-manual nature may be included at additional cost. Maximum age 65 years old at date of payment of Insurance Premium.

Single Trip: You are covered for a single trip to a specific region of the world. Applicants aged 66 or more can be covered at additional premium. Winter Sports may be included. Maximum age 74 years old at date of payment of Insurance Premium.

It is essential that you refer to the general conditions (please see ‘Conditions’ in the Policy Document).

Special conditions apply to Section E – Personal Effects and Section G – Winter Sports Extension of your policy (where your Booking Invoice shows you have this cover).

Failure to comply with these conditions may jeopardise your claim or cover. – Please refer to the Policy Document for full details.


Emergency and Medical Services
Medical assistance; air ambulance & repatriation; medical escorts; road ambulance and return home and long haul repatriation in the event of death, injury or illness necessitating: hospitalisation; repatriation; alteration to travel plans or curtailment of travel.

Immediate contact must be made with Specialty Assistance Emergency Medical Services are available on + (44) (0) 20 7902 7405. If you are travelling to Australia and you require medical treatment you must enrol with a local Medicare office.

Section A – Medical Expenses and Personal Liability:
Medical repatriation and associated expenses incurred overseas up to £5,000,000.
Overseas emergency dental treatment to relieve pain and suffering up to £250.
The cost of transporting the remains of an insured person to their former place of residence up to £7,500 or funeral expenses abroad up to £1,000

In Patient Benefit of £10 per day you are confined to hospital overseas, to a maximum £200 per person. In the case of Criminal Injuries the benefit increases to £100 per day to a maximum £5,000

Personal liability for any compensation you become legally liable to pay up to £2,000,000.

Section B – Personal Accident:
£25,000 for loss of sight, or loss of limb(s), £50,000 for permanent total disablement and £10,000 in the event of death subject to age.
Please refer to the Policy Document for important definitions and full details of the cover.

Section C – Cancellation or Curtailment:
In the event of necessary cancellation before, or curtailment during the insured trip due to: death; accidental bodily injury; illness; compulsory quarantine; redundancy; cancellation of leave for British forces, Police or Government security staff, jury service or witness attendance in court of the insured person; the death or serious injury or illness of a close relative of the insured person or the person with whom you intend to reside; adverse weather conditions making it impossible to travel to the international departure point; any event in which the emergency services request your presence following major damage to or burglary from your home or place of work

The Insurer will pay:
up to £5,000 in respect of irrecoverable payments and charges in respect of cancellation; or up to £5,000 in respect a proportionate refund of inclusive tour costs, or the original value of unused air tickets in respect of curtailment.
Please refer to the Policy Document for important definitions and full description of the cover.
Where emergency return to your country of residence is necessary you must contact Specialty Assistance.

Section D – Travel Delay:
In the event of delayed departure for at least 12 hours from the specified departure time, or arrival at destination at least 12 hours later than specified, due to: strike; industrial action; disruption; terrorism; adverse weather or breakdown the insurer will pay £25.00 for tfor each complete 12 hour period of delay commencing from the original booked departure time, up to a maximum £100 per insured person. Please refer to the Policy Document for important definitions.

Where a delay of 12 hours or more causes you to cancel your whole travel itinerary prior to departure the insurer will pay up to £1,000 per insured person in respect of irrecoverable payments and charges. Please refer to the Policy Document for important definitions.

The insurer will pay £100 per day up to a maximum £3,000 per person in the event that you are detained by hi-jack of an aircraft.

In the event of failure of Inter-Continental flight connections in Europe, the insurer will pay £25 per day to a maximum £150 per insured person for each day you have to spend in Europe awaiting alternative onward flight if the original pre-booked flight connection is missed due to the delay of an internal flight from the UK.

If the failure of scheduled public transport services in the UK due to strike; industrial action; disruption; terrorism; inclement weather, accident or breakdown of the vehicle you are travelling in causes you arrive too late at the international point of departure in the UK, the insurer will pay up to £300 per insured person in respect of additional travel and accommodation only expenses to enable you to
reach your destination.

Section E – Personal Effects:
Accidental loss, theft or damage to accompanied personal luggage, clothing or effects up to £2,000 in total (up to £250 per article, pair or set of articles, disc collections limited to £200, and up to £350 as a total in respect of all valuables (please see the Policy Document for the definition of valuables), claims for spectacles and sunglasses are limited to £100 per pair.
Personal money is covered up to £500.
Passports and Visas are insured up to £250 against the cost of emergency replacement.

Temporary loss of baggage for more than 24 hours is covered up to £100 per person deductible from the final claim if the loss is permanent.
Air tickets are covered to the original purchase price proportionately for each leg of the journey, including reasonable expenses incurred as a result of loss, to a maximum £1,000.

Section F – Legal Expenses:
Up to £15,000 in respect of legal costs and expenses in pursuit of compensation and/or damages against a third party arising from the death or bodily injury to the insured person.

Section G – Winter Sports Extension:
Your Booking Invoice will show if this option is operative.
Loss, theft or breakage of your own ski equipment is insured up to £350 per person, subject to a limit of £250 for any single item, set or pair.
Loss, theft or breakage of hired ski equipment in your charge is insured up to £100 per person.
Up to £200 per person in respect of replacement ski hire following loss, theft or breakage, or misdirection or delay in transit of an insured persons skis preventing their use for not less than 12 hours.
Up to £300 per person in respect of the proportionate value of any ski pass, hire or tuition fee necessarily unused following accident or sickness of the insured person, or loss theft or damage of the ski pass.
Up to £20 per day per person to a maximum of £200 for additional transport costs to reach an alternative resort necessitated by a lack of snow or avalanche at your prebooked resort following the closure of skiing facilities.
Up to £150 per person in respect of additional travel and accommodation expense necessarily incurred as a result of the outward or return journey by public transport being delayed for 12 or more hours beyond the scheduled arrival time due to avalanche.

Significant or unusual Exclusions or Limitations
The standard excess and any increased amount you have agreed to pay will be shown in your Policy Document. For Annual Multi trip travel insurance: trips within the UK must include at least 2 nights pre-booked accommodation, and cover is not available to anyone aged 66 years or more at the date of payment of Insurance Premium.

General Exclusions:
War risks, civil commotion, terrorism caused by nuclear, chemical or biological attack, radioactive contamination.
There are a number of activities, practices and winter sports that are excluded, please see ‘General Exclusions’ in the Policy Document. Some activities described can be included if an additional premium has been paid. Your Booking Invoice will show if you have chosen this option.
Wilful, self inflicted injury, solvent, the use of drugs and the effects of alcohol and sexually transmitted diseases.
Unlawful actions.

Stress, anxiety, depression or any other mental or nervous disorder unless diagnosed by a hospital consultant.
You will not be covered under Section A - Medical Expenses, Section B – Personal Accident or Section C - Cancellation and Curtailment in respect of any existing medical condition (please refer to General Exclusions paragraph 9 in the Policy Document).

Exclusions under Section A – Medical Expenses and Personal Liability:
Medical Expenses excludes any claim relating to any existing medical condition; any expenses not verified by a medical report; or the cost of medical or surgical treatment later than 52 weeks from the date of accident or illness; elective cosmetic surgery.

Personal Liability excludes claims in respect of pursuit of any trade, business or profession; the ownership possession or use of any aircraft, yachts or mechanically propelled vehicles including watercraft and the ownership or use of any land or building other than use of rented temporary accommodation.

Exclusions under Section C – Cancellation or Curtailment:
Any claim arising from an existing medical condition

Exclusions under Section D – Travel Delay:
Any strike, industrial action, publicised at the time of effecting the insurance. The withdrawal of any aircraft, train or sea vessel on the recommendation of a Port Authority, the Civil Aviation Authority or similar body.

Exclusions under Section E – Personal Effects and Section G Winter Sports Extension:
Unattended valuables (including those in a vehicle) are uninsured unless in a locked safe, locked hotel room, locked apartment or locked holiday residence.
Please see Policy Document for definition of ‘unattended’.
Business or professional goods, equipment or samples and any property hired to the insured person are excluded.

Exclusions under Section F – Legal Expenses:
Any costs incurred before obtaining the written consent of the insurer.
Claims against travel agents or tour operators.
The insurer shall have complete control of any legal proceedings and can exclude a claim if they feel there is insufficient prospect of success.

Exclusions under Section G – Winter Sports Extension:
Loss, theft or damage of skis or ski sticks over 5 years old is excluded.
There is no cover for skis or ski equipment carried on a vehicle roof rack or whilst in use.

Please refer to your Booking Invoice to confirm the policy duration of your selected cover.

Cancellation Period
You are free to cancel this policy at any time. If you wish to cancel within 14 days of receipt of the Policy Document, you may by writing to The Adventure Company for a full refund providing you have not travelled and no claim has been made. If you cancel after the first 14 days of receipt of the Policy Document no premium refund will be made. Please see the Policy Document for full details.

Claim Notification
To make a claim contact Claims Settlement Agency, 0844 826 2644.

Making Yourself Heard
Any complaint you may have should in the first instance be addressed to the claim office or helpline as applicable. If you are not satisfied with the way in which your complaint has been dealt with, you should write to The General Manager at ACE Insurance Limited.

If the complaint is still not resolved, you can approach The Financial Ombudsman Service. Referral to the Financial Ombudsman will not affect your right to take legal action. Full details of addresses and contact numbers can be found within the Policy Document.

Financial Services Compensation Scheme (FSCS)
AXA Insurance is covered by the FSCS, which is triggered when an authorised firm goes out of business. In this unlikely event you may be entitled to compensation from the scheme. Compensation under the scheme for: Non-compulsory insurance is protected in full for the first £2,000 and 90% of any amount above this threshold. Full details are available at www.FSCS.org.uk