Frequently asked questions

We've put together some commonly asked questions to give you more information about Diabetes.co.uk travel insurance and the cover we offer

If you have a question that is not answered below please use the contact us page.

Diabetes

Do I need to declare my diabetes?

Diabetic Travel Insurance has been designed specifically for people with diabetes.

You do not need to declare your diabetes providing you

  • only have diabetes
  • do not have any other additional medical condition(s) or complications other than high blood pressure/hypertension, high cholesterol, neuropathy (nerve damage) and retinopathy (eye damage)
  • have not been admitted to hospital as an inpatient in the last 6 months

Please see page 2 (Important Conditions Relating to Your Health) and page 3 (Medical Screening and Medical Screening Questions) as shown in the Policy Wording

Can I get travel insurance if I have other medical conditions?

Yes. Please read the Medical Declaration during the Get a Quote process on this website and answer the questions carefully. If required, you will be taken through the Medical Screening process and an additional premium maybe required.

If we are not able to provide cover under Diabetic Travel Insurance, you will be offered a link to Free Spirit, who are a specialist travel insurance provider for those with existing medical conditions.

Single Trip

Who is eligible for Diabetic Travel Insurance?

Diabetic Travel Insurance is available to people who are resident in the United Kingdom (UK), the Channel Islands or for British Forces Posted Overseas (BFPO) only and registered with a medical practitioner in the UK and Channel Islands. Your trip must start in the UK or Channel Islands and must be purchased before travel.

Is there an age limit?

The maximum age to purchase cover is 79* years.

Winter Sports cover is only available if you are aged 69 years or under.

*If you are aged over 79, we may still be able to help under our Free Spirit policy. Click here for details

What is the maximum duration?

The maximum duration of any single trip is 90 days, this is reduced to 31 days if you are aged 66 years or over at the start date of your policy. If you require cover for longer periods, please call us on 02392 419 013. We are open Monday to Friday 8am – 6pm, closed Bank Holidays.

Do you cover one-way trips?

Cover for one way trips is available through P J Hayman & Company. Please call us on 02392 419 013 for more information and to purchase a policy. We are open Monday to Friday 8am – 6pm, closed Bank Holidays.

Can I extend my policy if I decide to stay longer?

Subject to Underwriters agreement, we can extend an individual trip policy providing you let us know before your policy expires and at the time of requesting the extension you are not intending to make a claim. Please note, this is subject to your existing trip duration including the extended period not exceeding 90 days or 31 days if you are aged 66 years or over which are the maximum trip durations of the Single Trip policy. You will be advised of the additional premium at the time of the request.

What are the advantages of Annual Multi-trip travel insurance?

If you are making several trips a year and are aged 75 years or under, Annual Multi-trip cover can be the most cost effective option. This will cover you for an unlimited number of trips in a 12 month period, each up to a maximum of 31 days for Premier and 45 days for Premier Plus. Winter Sports cover is automatically included for persons aged 69 years or under - up to a maximum of 17 days during the policy year.

Do you cover Winter Sports holidays?

Cover for Winter Sports can be included for an additional premium if you are aged 69 years or under.

Am I covered for all skiing activities under Winter Sports cover?

The following activities are covered if Winter Sports cover is selected and shown on your Schedule of Insurance and the appropriate additional premium has been paid.

  • Skiing, ski boarding, snowboarding, big-foot skiing, crosscountry skiing, glacier skiing/walking, ice skating, monoskiing, sledging/tobogganing, sledging/sleigh riding (pulled by horse or reindeer as a passenger), snow blading and tobogganing/sledging.
  • Off piste skiing and snowboarding is covered when you are skiing within the ski area boundaries of a recognised ski resort and following ski patrol guidelines.
  • Biathlon, husky dog sledding (organised, non-competitive and with experienced local driver), ice windsurfing*, kick sledging, ski biking, ski - dooing, ski run walking, skiing – nordic, snow biking, snow bobbing, snow carting*, snow go karting*, snow mobiling*, snow park/terrain park, snow scooting, snow shoe walking, snow tubing, telemarking, winter walking (using crampons and ice picks only, 3,000 metres).

Note: cover under Personal Liability is excluded for those Winter Sports marked with an *

There is no cover for:

  • Bobsleighing, heli skiing, luging, ski acrobatics, ski flying, ski jumping, ski racing, ski stunting or snow cat skiing.

If your Winter Sports activity is not included in the list, please call us on 02392 419 013. We are open Monday to Friday 8am – 6pm, closed Bank Holidays.

Annual Multi-trip

Who is eligible for Diabetic Travel Insurance?

Diabetic Travel Insurance is available to people who are resident and registered with a medical practitioner in the UK, Isle of Man and Channel Islands. Your trip must start in the UK, Isle of Man or Channel Islands and must be purchased before travel.

Is there an age limit?

The age limit is 75 years or under at the start date of the policy. If you are aged over 75 and require Annual Multi-trip cover, we may still be able to help under our Free Spirit policy. Click here for details

Winter Sports cover is only available if you are 69 years or under.

How many times can I travel and how long can each trip be?

The Annual Multi-trip policy covers you for an unlimited number of trips throughout the year but any one trip is limited to 31 days for Premier and 45 days for Premier Plus.

Am I covered for trips in the UK?

Trips in your home area are covered as long as accommodation has been pre-booked for a minimum of one night. You are not covered for Emergency Medical and Other Expenses except if you are a resident of the Channel Islands when you will be covered for medical repatriation costs to your home and transfer of your body or ashes in the event of death. See policy wording (page 2) for full details.

For residents of the United Kingdom excluding Channel Islands and the Isle of Man, your home area means the United Kingdom, excluding Channel Islands and the Isle of Man. For residents of the Channel Islands and Isle of Man, your home area means either the particular Channel Island on which you live or the Isle of Man depending where you home is.

Under an Annual Multi-trip policy, can children travel independently of an insured adult?

Yes, children can travel independently under 'family cover' - this is ideal for school trips.

If I am abroad can I extend the 'maximum duration any one trip' limit provided by my Annual Multi-trip policy if I decide to stay longer?

No, we are unable to extend cover beyond the maximum duration limit.

Do you cover Winter Sports holidays?

Winter Sports are covered for free on Annual Multi-trip policies for persons aged 69 years and under. You are covered up to a maximum of 17 days winter sports cover during the policy year.

Am I covered for all skiing activities under Winter Sports cover?

The following activities are covered if Winter Sports cover is selected and shown on your Schedule of Insurance and the appropriate additional premium has been paid.

  • Skiing, ski boarding, snowboarding, big-foot skiing, crosscountry skiing, glacier skiing/walking, ice skating, monoskiing, sledging/tobogganing, sledging/sleigh riding (pulled by horse or reindeer as a passenger), snow blading and tobogganing/sledging.
  • Off piste skiing and snowboarding is covered when you are skiing within the ski area boundaries of a recognised ski resort and following ski patrol guidelines.
  • Biathlon, husky dog sledding (organised, non-competitive and with experienced local driver), ice windsurfing*, kick sledging, ski biking, ski - dooing, ski run walking, skiing – nordic, snow biking, snow bobbing, snow carting*, snow go karting*, snow mobiling*, snow park/terrain park, snow scooting, snow shoe walking, snow tubing, telemarking, winter walking (using crampons and ice picks only, 3,000 metres).

Note: cover under Personal Liability is excluded for those Winter Sports marked with an *

There is no cover for:

  • Bobsleighing, heli skiing, luging, ski acrobatics, ski flying, ski jumping, ski racing, ski stunting or snow cat skiing.

If your Winter Sports activity is not included in the list, please call us on 02392 419 013. We are open Monday to Friday 8am – 6pm, closed Bank Holidays.

Policy Options

Can I delete the policy excess?

For a single additional premium you can have the claims excess deleted. This is referred to as 'Excess Waiver' and is available as an option under both Single Trip and Annual Multi-trip during the quote process.

Can we have a lower premium and higher excess?

There is no voluntary excess option available.

Am I covered for business travel?

Diabetic Travel Insurance has been designed primarily for the leisure traveller; however limited cover for business travel is included. This is restricted to straightforward business trips i.e. ‘white collar’ work. Please be aware that the policy excludes cover for most manual work (see Activity Pack 1), hazardous occupations, business equipment and replacement employee expenses. If you have any queries or require wider business cover, please contact us on 02392 419 013. We are open Monday to Friday 8am-6pm, closed Bank Holidays.

Am I covered for other sports & activities?

Diabetic Travel Insurance includes a wide range of activities that are automatically covered as standard (Activity Pack 1).

Other activities (Activity Packs 2- 4) may be covered on payment of an additional premium.

Please click here to view the individual Activity Packs available.

If you are going to take part in an activity not shown in the Activity Packs, please contact us on 02392 419 013. We are open Monday to Friday 8am-6pm, closed Bank Holidays.

Is my personal baggage covered?

Yes. However, unlike some travel insurance policies, Diabetic Travel Insurance provides 'new for old' cover for items less than 2 years old. This means that provided you can provide receipts or original valuations, claims for personal baggage will be settled on a replacement basis. Please note there are policy limits applying to personal baggage - please refer to the Policy Wording

Am I covered for events caused by terrorism?

You are only covered for terrorist activity in respect of Emergency Medical and Other Expenses, Hospital Inconvenience Benefit or Personal Accident.

Medical Assistance

Do you have a 24 hour medical emergency service?

Diabetic Travel Insurance Policy has a 24 hour medical emergency and repatriation service. In the event of a medical emergency you must contact the medical emergency assistance service:

In case of serious emergency – First call an ambulance using the local equivalent of a 999 call or alternatively by dialling 112 within the EU.

While you wait for the ambulance contact our medical assistance service which is open 24 hours a day and 7 days a week to offer you advice in this emergency situation. We strongly suggest you put their telephone number +44 (0)203 829 6745 into your mobile phone before you travel so that it is to hand should you need it. Speak to the ambulance driver and get details of the hospital you are being taken to so that our medical assistance service’s doctor will be able to obtain a medical report at the earliest possible opportunity.

How to pay for your treatment - Outpatient bills for less than £500 should be paid at the time and claimed on your return. It is very important to obtain an itemised receipt for any monies paid for medical treatment.

Further details of this service are shown in your Policy Wording

Staff are on call 24 hours a day throughout the year. They will, when necessary, guarantee medical bills and arrange repatriation if required.

In the event of a medical emergency whilst abroad, do I have to pay my medical bills myself?

If you are asked to pay a bill yourself including a small bill for medicines and/or outpatients you must contact the 24 hour Medical Emergency Service as soon as possible. Full details are shown in your Policy Wording

Making a Claim

How do I make a claim?

Full details of what you need to do to make a claim are also shown in your Policy Wording on page 15.

Please note: You will be expected to follow the claims procedure shown in your Policy Wording and to substantiate your claim by providing supporting documents.

How quickly will you settle my claim?

We aim to provide a first class claims service and respond within 5 working days of receipt of correspondence.

Buying Online

Is your website secure?

Yes. We use 128-bit encrypted SSL to help keep all of your data safe.

How can I pay for my policy?

You can pay by debit or credit card. We accept Mastercard and Visa.

How will I receive my travel Policy Wording documents?

Your Schedule of Insurance and policy documents are delivered to the email address you provide.

Do I need to take my policy documents with me?

You should print a copy of your Schedule of Insurance and policy documents and carry them with you.

The Policy Wording includes important telephone numbers including the Medical Emergency Assistance Service that is available to you 24 hours a day, 365 days a year for advice, assistance, making arrangements for hospital admission, repatriation and authorisation of medical expenses.

Can I get my money back if I want to cancel?

If you are not completely satisfied with the cover provided you may return your policy to us within 14 days on receipt of your policy documents. Provided you have not travelled or made or intend to make a claim, your premium will be refunded in full.

Other

Who are the Insurers?

Diabetic Travel Insurance is provided by URV, Branch Office of Union Reiseversicherung AG for the United Kingdom and the Republic of Ireland. Registered in England & Wales. Company No. FC024381. A public body corporate with limited liability. Registered Office: Maximilianstrasse 53, D-80530 Munich, Germany. Union Reiseversicherung AG are authorised in Germany by BaFin and subject to limited regulation in the United Kingdom by the Financial Conduct Authority and in the Republic of Ireland by the Insurance Regulator. Administered in the United Kingdom and Ireland by Travel Insurance Facilities plc. Registered Office: 1 Tower View, Kings Hill, West Malling, Kent ME19 4UY. End Supplier Failure provided by International Passenger Protection Limited and underwritten by Certain Underwriters at Lloyd’s. Registered Office: IPP House, 22-26 Station Road, West Wickham, Kent BR4 0PR. Registered in England 2498563.

The insurers are authorised and regulated by the Financial Conduct Authority. This can be checked on the FCA's register by visiting the FCA's website at www.fca.org.uk or by contacting them on 0800 111 6768 or 0300 500 8082.

Are there countries that are not covered?

Diabetic Travel Insurance will cover all countries and areas except those which the Travel Advice Unit of the Foreign & Commonwealth Office or the World Health Organisation (WHO) or similar body has advised against all or all but essential travel.

Are children covered?

Under Single Trip, children under 18 at the date of issue of the policy (or under 23 years if still in full time education and normally resident with an insured adult) are covered free of charge, providing they are travelling with a related insured adult.

If Annual Multi-trip ‘Family’ cover is selected, related children under 18 years at the date of commencing the trip (or under 23 years if still in full time education and normally resident with an insured adult) are covered free of charge.

For Annual Multi-trip policies, related children are also covered to travel independently.

How do I know what I'm covered for?

Please read the Policy Wording for full details of the cover

Do I need a European Health Insurance Card (EHIC)?

An EHIC entitles you to reduced-cost, sometimes free, medical treatment that becomes necessary while you are in a European Economic Union (EEA) country or Switzerland. The EEA consists of the European Union (EU) countries plus Iceland, Liechtenstein and Norway. The card gives access to state-provided medical treatment only. Remember, this might not cover all the things you would expect to get free of charge from the NHS in the UK. You may have to make a contribution to the cost of your care. You may apply for an EHIC online at: www.ehic.org.uk or by calling 0845 606 2030. Please note: An EHIC is no substitute for travel insurance cover

Can you resend my policy to me?

Yes. Please email us at enquiries@pjhayman.com with your policy number (if known), the lead name and the address (for verification) and we will then resend the policy

What is End Supplier Failure cover?

Unlike some travel insurance policies, Diabetic Travel Insurance includes cover of £4,000 on Premier Plus cover if your holiday or trip has to be cancelled due to the financial failure of your travel or accommodation provider and you are unable to recover your pre-booked travel and accommodation costs elsewhere. Cover is also provided up to £1,500 for losses that are not directly associated with the incident that caused the claim. For example, losses due to being unable to reach your pre-booked hotel, villa, car hire or cruise following the financial failure of an airline.