CheapOair.co.uk - Frequently Asked Questions

FAQ - Frequently Asked Questions about Insurance

Please browse the most frequently asked questions by our customers and you may easily find the answer to your question:

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Insurance

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Q.	Is it safe to put my personal details online?
Yes. Whenever CheapOair.co.uk asks you for personal information, it is within a secure environment and all details sent between your PC and the CheapOair.co.uk website that’s encrypted.
Q.	Who insures CheapOair.co.uk?
CheapOair.co.uk’s policy 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.
Q.	I’m traveling today; can I get instant coverage and policy documents?
As soon as your credit or debit card details have gone through okay, confirmation of your coverage is provided on the screen and to the email address you have given. Provided you have your policy number, emergency number and claims number, you have all the basic information you need.
Q.	Can I travel without my documents?
Yes you can. A policy reference number is all that is needed for proof of insurance when travelling. It is however, recommended that you take your documents with you for information and also for when you are asked for brief details of your policy cover. Or, if you don't yet have documents, remember to take a note of important telephone numbers you might need.
Q.	When does my coverage begin?
Our policies are purchased on a single trip basis and your coverage begins instantly.
Q.	Can I change my policy details?
Yes you can. If you need to update information about yourself, such as a change of name, address or telephone number CheapOair.co.uk will re-issue an updated policy schedule. If you want to increase the number of people insured. CheapOair.co.uk will need to issue a new policy and schedule. Just call 0203 514 8095 to make these changes.
Q.	Do the limits under the policy apply per person or per policy?
Each of the individuals insured is covered separately up to the limits shown in the policy schedule. The policy limits apply in the same way as they would if you had each taken separate policies.
Q.	Am I covered for holidays in the United Kingdom?
You are covered for holidays in the United Kingdom if you buy the standalone United Kingdom policy. Please see the Policy Summary document and Policy Document for full details.
Q.	What am I not covered for?
The most important exclusions are highlighted in the Policy Summary, FAQ's and in the statements that you are asked to confirm before you buy the cover. It is not possible to list everything you will not be covered for, and therefore suggest you read the full policy wording. Under each section of cover you will find a list of exclusions of ‘what is not covered’ as well as the general exclusions. 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 CheapOair.co.uk.
Q.	Am I covered to travel in, to or from Cuba?
CheapOair Travel Insurance are not able to provide cover in connection with any travel relating to Cuba. This means that CheapOair Travel Insurance will not pay any claims : - arising out of or relating to any travel to, from or in Cuba or any travel which starts, ends or has a scheduled stop in Cuba; - arising out of or relating to any Insured Person whose main residence is in Cuba;and/ or - which would result in CheapOair Travel Insurance being in breach of United Nations resolutions or trade or economic sanctions or other laws of the European Union, United Kingdom, or United States of America. You should contact us on 0845 0450084 for clarification of Policy cover for travel to countries which may be subject to United Nations resolutions or trade or economic sanctions or other laws of the European Union, United Kingdom, or United States of America.
Q.	What happens if my journey home is delayed beyond the insurance period?
If your journey home is delayed beyond your control and you do not get back into the country until after your policy has expired, your cover will continue (up to 14 days) until for example, your airline or ferry operator can get you home.
Q.	Can children travel independently/separately on a Single Trip policy?
Dependants must be accompanied by the parent or legal guardian who is the Policyholder. The spouse/partner can travel independently and be covered.
Q.	What if I have a medical emergency abroad?
If you have a Medical Emergency that requires hospital in patient treatment, specialist treatment, medical tests, scans or repatriating to the United Kingdom you must contact ACE Assistance on 0845 0450085. You should also refer to the claims conditions on page 8 of the policy document for further details. If you are unable to do this yourself, it is okay for another person to do it on your behalf. This needs to be done as soon as possible.
Q.	Do I have to pay medical expenses and claim them back or will you pay them directly?
If it’s a medical emergency and you are admitted to hospital, the emergency assistance service may 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 the 24/7 ACE Assistance service at 0845 0450085, unless the case is very minor, who will decide what to do. CheapOair.co.uk will not pay for any expenses not covered by the policy. ACE Assistance can be called at any time to help you.
Q.	What should I do if I require medical treatment in Australia?
Australia operates a reciprocal health agreement with the UK which requires you to enrol in Medicare to get free public hospital treatment. If you require medical treatment in Australia you must register for treatment with Medicare. If you do not, CheapOair.co.uk may reject your claim or reduce the amount paid to you.
Q.	Will I be covered for an emergency air ambulance back home?
If it’s a medical necessity and appropriate, an air ambulance will be provided.
Q.	I am over 64-Can I take out a policy?
Our single trip policies are available up to the age of 64.
Q.	I am under 18, can I buy a CheapOair.co.uk policy?
Unfortunately not, policyholders must be at least 18, but you can be covered under your parent’s or legal guardian’s policy as long as you travel with them.
Q.	I am pregnant-will I be covered for medical expenses?
You will be covered for medical costs relating to complications in pregnancy. If you are travelling between 28 and 35 (inclusive) weeks pregnant, any medical and additional expenses incurred due to complications in pregnancy will be paid provided you obtained confirmation from a doctor or midwife no earlier than five days before your trip began that you were fit to travel.
Q.	What is meant by the term UK resident?
Someone who is living in England, Scotland, Wales, or Northern Ireland and continues to live there throughout the period of insurance.
Q.	I am British but my partner does not have British citizenship, can we purchase a policy to cover us as a couple?
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 with for at least three months as though they were your spouse.
Q.	I live overseas. Can I buy a CheapOair.co.uk policy?
Only United Kingdom residents can buy insurance from this website.
Q.	I am starting my journey from another country, but returning to the United Kingdom after 28 days. Will CheapOair.co.uk policy cover me?
Sorry no, trips must begin and end in the United Kingdom.
Q.	How can I pay?
You may pay online using a valid credit card, debit card or pre-payment card.
Q.	Can I buy this policy to cover a business related trip?
No, CheapOair.co.uk exclusively covers leisure trips. No cover is available for any business trip.
Q.	What do I do if I want to cancel my policy after I’ve paid?
You have the statutory right to cancel your policy within 14 days from the day of purchase or renewal of the policy. If you wish to do so you will be entitled to a full refund of the premium paid provided you have not travelled, and there has been no claims or incident likely to give rise to a claim. Following the expiry of the statutory cooling off period, you continue to have the right to cancel your policy at any time by contacting CheapOair.co.uk, but no refund of premium will be available. If you wish to cancel your policy you can contact CheapOair.co.uk on 0203 514 8095.
Q.	Can CheapOair.co.uk cancel my coverage?
CheapOair.co.uk may cancel this policy by sending 30 days’ notice to your last known address. Part of the premium may be returned to you. The policy may be cancelled immediately if you do not pay the premium.
Q.	Can I get anything back if my holiday is cut short?
Yes, some of your money may be refunded if your holiday is cut short by one of the circumstances described in the policy wording; for example death, illness, fire at your home or because the police require you to. You do not qualify for refunds for reasons outside those shown in the policy wording.
Q.	How can I make a complaint?
Should you have reason to complain about any aspect of the service, please contact the complaints handling team at complaints@collinsonib.com and/or mail your written complaint to 19 Bartlett Street, Croydon, Surrey CR2 6TB.
Q.	What do I do if I have to make a claim?
If you think you need to make a claim, please contact ACE Claims immediately on 0845 0450084 or email info@csal.co.uk with your policy number to hand.
Q.	Who do I talk to if I have to make a claim from abroad?
CheapOair.co.uk also offer a worldwide emergency helpline, ACE Assistance, which is available around the clock for you on +44 0845 0450085. Whatever your problem, you know that friendly, English-speaking help is only a phone call away. Lines open 24 hours a day, 7 days a week.

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