Yes, cover for all groups (up to ten people) can be purchased. As additional travellers are added to the policy you will be asked what their relationship is to the policyholder and through this we can identify couples and families, and will rate the policy accordingly. People do not have to live at the same address in order to be on the same policy.

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Do you offer a backpacker policy?

We do not offer a specific policy for backpackers; however our single trip policy should suit the needs of most backpackers. Trips of up to 366 days can be covered up to one year in advance of the trip start date.

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How many days can I go on holiday for on a single trip policy?

A maximum of 366 days can be covered on our single trip policy.

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Do I need a single trip policy or an annual multi-trip policy?

If you are going on more than one trip in a 12 month period, the annual multi-trip policy may be more cost effective. The standard maximum trip length on an annual multi-trip policy is 31 days, and this can be extended to 45 days, 60 days and 90 days to suit your needs. An annual multi-trip policy is not suitable for trips longer than 90 days.

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Will my travel agent accept a LV= travel insurance policy?

There should be no reason for your travel agent not to accept an LV= travel insurance policy. If proof of this cover is required directly from us, call us - find the telephone number you need here

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What is the longest period of time that I can have cover away for?

366 days is the longest period we can provide cover away for on our single trip policy. If you buy the annual multi-trip policy the maximum trip length is 90 days per trip.

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How many people can be insured on one policy?

A maximum of ten people can be insured on one policy.

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I am going to work abroad will you cover me?

If the purpose of your trip abroad is to find work, unfortunately we will not be able to provide you with cover.

However, if you are going on a business trip through your employed work, this can be covered and you may select to add ‘Business Travel' to your policy.

Please note no cover can be provided for manual work using machinery.

If you are going on an extended trip abroad e.g. backpacking around a continent(s) and hope to do a little work whilst you are travelling to help fund your trip, we may be able to provide the cover you require. Call us to discuss your requirements further - find the telephone number you need here.

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Does everyone on a policy have to travel together?

No. If you have an annual multi-trip policy, all adults (people aged 22 years and over) can travel independently of each other. For anyone aged 16-22 years of age, unaccompanied travel is available for selection. If anyone under the age of 16 years of age requires cover for travelling independently of an insured adult, we may be able to provide cover. Call us to discuss this further - find the telephone number you need here.

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Can children on an annual policy travel on their own (independent of an insured adult)?

Yes. Children are defined on the policy as being aged 16-22 years and can travel independently of an adult if this selection is chosen. If you require cover for children under 16 years of age to travel independently please call us - find the telephone number you need here.

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Can I get a LV= travel insurance policy if I am visiting a region the Foreign and Commonwealth Office recommend against travel to?

No cover is provided under our policy for travel to destinations which the Foreign and Commonwealth Office recommends against travel to.

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Will the LV= travel policy cover my holiday if the tour operator goes bust?

Should the tour operator you booked your holiday through go bust and it was ABTA registered, you should be able to obtain compensation through them. The LV= travel policy does not provide cover against an operator going bust, however should this occur we can provide you with legal advice through our legal helpline on 0845 640 5193.

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If one of my children becomes ill on holiday and has to receive treatment are we covered?

The policy provides up to £10 million for emergency medical expenses abroad, for each person insured on the policy for up to 12 months from the illness (or injury). If your child has any pre-existing conditions and the illness suffered whilst on a trip is in any way related to a pre-existing condition, you must have selected cover for pre-existing conditions and have declared all pre-existing conditions for all persons on the policy for cover to be in place.

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Does LV= travel insurance allow someone to travel out to be with me if I am ill abroad?

Yes. If the medical advice is for someone to stay with or travel to you from the UK the reasonable extra transport and accommodation costs incurred will be covered.

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How do I know if my holiday destination is safe to travel to?

The Foreign and Commonwealth Office (FCO) provides up to date advice on every country and advises whether or not it is safe to travel to these countries and/or areas within these countries. Information from the FCO can be found at www.fco.gov.uk or by calling 0845 850 2829.

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Are there any countries I can't travel to under my travel insurance policy?

If you have selected cover for ‘Worldwide' (including the USA) there are no blanket restrictions on where you may travel to. However there is no cover to anywhere the Foreign and Commonwealth Office advise against travel to. From time to time it may also be necessary to specifically exclude a country or region of a country. If this should happen you will be advised at the time of purchasing your policy.

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If I buy a policy online today, will I be covered if I'm going on holiday today?

Yes, provided you buy the cover before you set off on your journey. You should take a note of your policy number and it is recommended that you print a copy of the policy and take this with you when you travel.

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What is your definition of ‘partner'?

Our policy does not define ‘partner'. If you would class yourself as living in some form of partnership with another person, for instance if you are living together or are engaged to be married, you may wish to use this terminology to categorise your relationship. ‘Civil partner' is a specific legal term and is also available for selection.

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What happens if I'm the victim of a terrorist attack whilst abroad?

Terrorism is a general exclusion on the policy; however there is cover for emergency medical and personal accident benefits in the event of terrorism, provided the terrorist attack does not involve nuclear, chemical or biological weapons, devices or agents. War, invasion, act of foreign enemy, hostilities (whether war is declared or not) civil war, civil commotion, rebellion, revolution, insurrection, military force, coup d'etat and weapons of mass destruction are also all excluded from cover, which is standard in the travel insurance industry.

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How can I get a policy document?

The policy Document of Insurance is available on our website - please click here to view it.

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If I take out a policy today, when will my cover start?

For single trips the cover for cancellation of a trip starts on the cover start date noted on your policy schedule. All other sections of cover start on your trip start date as noted on your policy schedule.

For annual multi-trip cover, the cover for cancellation of a trip starts on the start date of your policy as shown on your policy schedule or the date you booked your journey, whichever is later. All other sections of cover start when you leave home to start your trip.

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How far in advance can a booked trip be covered?

On single trip policies the trip may be up to 12 months away. On an annual multi-trip policy you have cover throughout a 12 month period. If you agree to have your policy set up on an automatic renewal you can also be confident that your policy will continue so you don't have to worry how far in advance your trip is as long as your cover continues each year.

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Cover Selections

Why is your travel policy described as flexible?

The LV= travel insurance policy has been designed to be as simple as possible whilst recognising the need for customers to be able to cover a wide range of types of trips.

We recognise that family groups vary and develop over time as well as the fact that travel with friends is important. For this reason our policy does not define specific groups, rather it can accommodate cover for 10 people with each additional traveller's relationship to the policyholder captured, so family groups can still be recognised in our pricing.

We also appreciate that people have very different travel requirements from short city breaks to trips travelling around the world. Our single trip policy can therefore cover trips from two to 366 days and our annual multi-trip policy can cover trips up to a maximum of 90 days per trip.

Cover for personal possessions, winter sports, golf, business and weddings can all be selected if these are required. Children aged 16 to 22 years may also travel unaccompanied if this cover is selected (younger children may also be able to travel unaccompanied if this is a requirement).

Cover for pre-existing medical conditions is also available subject to all medical conditions being disclosed and going through a medical screening process.

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What is the excess?

The excess is the amount that we will deduct from any claimed amount. The excess is deducted for each person insured, for each section, for each claim incident. The summary table on page 4 of the Document of Insurance shows the excess amount and the sections it applies to.

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What countries are covered under Europe on an LV= travel insurance policy?

The following countries are covered by our definition of Europe:

Albania, Andorra, Austria, Azores, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Canary Islands, Channel Islands, Croatia, Cyprus, Czech Republic, Denmark, England, Egypt, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Isle of Man, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Moldova, Monaco, Montenegro, Morocco, Netherlands, Northern Ireland, Norway, Poland, Portugal, Romania, Russia west of the Ural mountains, San Marino, Scotland, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Tunisia, Turkey, Ukraine, Vatican City State and Wales.

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What is the personal possessions cover under travel insurance?

Your personal possessions are your baggage and valuables. Personal possessions is defined in the Document of Insurance as "each of your suitcases, trunks and similar containers (including their contents) possessions and articles worn or carried by you (including your valuables and passport)".

If cover for personal possessions is selected each insured person has up to £2,500 cover for their baggage if it is lost, stolen or damaged whilst they are on a journey. Each single article, pair or set is covered up to a maximum of £350.

You may already have cover for your personal possessions whilst they are outside of your home under your Home Contents insurance policy and for this reason you may choose not to take the personal possessions cover on our travel insurance policy. Deselecting this cover will reduce your premium.

Please see Section 5 of the Document of Insurance for full details of the cover.

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Why is trip cancellation/curtailment cover important?

Tour operators, cruise liners, airlines and other travel providers have cancellation penalties that usually become more severe the closer the departure date gets. You will lose whatever money you have paid towards your holiday if you have to cancel. For certain specified scenarios - such as illness of you a relative or travel companion - our travel insurance product will reimburse you for the money you lose if you do have to cancel.

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Pre-existing medical conditions

Do you cover pre-existing medical conditions?

Yes, cover for pre-existing medical conditions can be selected. If cover is required all medical conditions for everyone named on the policy must be disclosed. If we are unable to provide cover for anyone's specific conditions these will be shown as removed from cover in the endorsements.

We do make a charge for providing cover for pre-existing conditions. To remove any confusion at the point of claim, we will either be able to provide cover for all a person's pre-existing conditions or none of them i.e. we will not cover some conditions and exclude others. If we are unable to cover a person's pre-existing conditions the premium will reflect that this cover has been removed.

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What is your definition of a pre-existing medical condition?

Our definition of pre-existing is explained in detail under the ‘Health declaration and health exclusions' in the Document of Insurance. Essentially it is:
- Any heart condition, breathing condition (including asthma), circulatory condition (including strokes or high blood pressure), gastrointestinal (digestive tract) conditions, bone or joint conditions, or any type of cancer;
or
- A medical condition or ailment that an insured person is suffering from or has suffered from in the last 12 months.

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How do I know if my pre-existing conditions have been covered?

Your policy schedule will show all the information that you have declared about your pre-existing conditions. If we are unable to provide cover for these this will be shown as endorsements that will state that there is no cover for any claim directly or indirectly related to any pre-existing condition or symptoms and will state the sections of the policy this restriction relates to.

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Winter Sports and activities

How many days winter sports can I do?

If winter sports cover is selected on an annual multi-trip policy, 15 days winter sports cover for the 12 month period of insurance are automatically provided. You may select to increase the number of days covered to 31 days.

On a single trip policy cover can automatically be provided on a trip of up to 31 days. If a winter sports cover is required on a longer trip we may be able to accommodate this - please call us - find the telephone number you need here.

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What cover does the Winter Sports selection provide?

Our winter sports section provides cover for skiing, snowboarding, big-foot skiing, cross-country skiing, glacier skiing, mono-skiing, and snow blading. Snow mobiling and skidooing can also be covered if Adventure Activities A is selected by you and is shown on your policy schedule (Personal Liability cover is not provided for these activities).

Cover is for your ski pack costs if you have to cancel or curtail your journey or cannot ski due to injury or illness during your journey. If your ski equipment is delayed on your outward journey for more than 12 hours we will pay towards the hire of alternative equipment and pay for ski equipment if this is permanently lost, stolen or destroyed on your journey.

There is also cover to get you to another resort if you are unable to ski or snowboard because the ski-lifts and ski-schools are closed due to adverse weather, as well as extra transport and accommodation costs to get you to your destination or home due to avalanche or landslide.

Maximum cover limits apply. Please refer to the Document of Insurance for full details.

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Am I covered to snowboard / ski ‘off piste'?

Yes, provided you are skiing within the ski area boundaries of a recognised ski resort and following ski patrol guidelines.

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What activities can be covered by the policy?

There are a variety of activities that can be covered. Some activities are automatically covered and shown on pages 14 and 15 of the Document of Insurance under ‘Standard Activities'. Other activities that we can cover are shown under the lists titled ‘Adventure Activities A' and ‘Adventure Activities B'. If cover is required for any of the activities under these two lists, this must be selected and will show on the policy schedule.

For any activities not listed we may be able to provide cover. Please call us with as much detail about the activity as possible and we will advise if we can provide the cover required - find the telephone number you need here.

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Can I add winter sports or activities cover after my LV= travel insurance policy start date?

It is possible to add covers to your policy should these become required. To make any amendment to your policy please call us - find the telephone number you need here.

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Business Cover

Does the policy provide business cover?

Business cover can be added to the policy for an additional premium. This cover is only available for the policyholder and/or policyholder's spouse/partner.

Business cover is suitable if you are self employed or travelling on business for an employer. However, it is not suitable for anyone undertaking manual work as part of their business as this type of work is excluded.

Cover (if selected) is provided for delayed business equipment and loss or damaged business equipment. In addition the cost for a replacement colleague to travel if you or your partner dies, is hospitalised or totally disabled or if a close relative or business associate in the UK dies or is seriously injured or ill.

Please see Section 21 of the Document of Insurance for more information and details of the cover limits.

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Claims

What is the claim number?

Find the telephone number you need here.

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How do I make a claim?

If the claim is for medical expenses that are likely to be or are already over £250 please call the 24 hour emergency assistance line - find the telephone number you need here.

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What should I do if my belongings are lost / stolen / damaged whilst I am on holiday?

Report the theft, damage or loss to the police within 24 hours of discovery and ask them for a written police report. You should also report the theft, damage or loss to your courier/transport provider, or accommodation manager/holiday representative and ask for a written report.

If the items were lost or damaged in transit you should inform your carrier as soon as possible and in accordance with their conditions of carriage, which may impose a strict time limit. For instance, for damage to checked-in baggage you must claim in writing to an EU airline within 7 days of its return.

Please keep original receipts, vouchers or other suitable evidence of purchase/ownership/value for lost, stolen or damaged personal possessions.

If items have been damaged you should keep these as we may need to inspect them.

Please call the general claims line and report the incident with full details of the circumstances of the loss. You will then be advised of the next steps in the claim process.

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Payment

How can I pay for my policy?

Payment can be made by credit or debit card. The specific cards we are able to accept are: Visa debit, Visa credit, MasterCard, Maestro (previously Switch) and Solo.

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Amendments

Can I add travellers to my policy?

You can add travellers onto your policy at any time as long as there are not already 10 people insured on the policy.

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Can I amend the start date of my policy?

No. Once a policy has been set up the cover start date can not be amended. However the trip start date on a single trip policy can be amended if this becomes necessary. If you decide you want the cover to start from a later date you may cancel the policy within 14 days of receiving your policy documentation and can set up another policy with a different start date.

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Can I change my single trip policy to an annual policy?

Unfortunately it is not possible to change the type of policy that has been set up. If you decide you wish to change the cover the original policy will need to be cancelled and a new policy set up.

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If I need to extend my trip, can I extend my travel insurance policy?

If you have a single trip policy the policy end date can be amended prior to you traveling and can cover up to 366 days. If you have an annual multi-trip policy cover can be extended to a maximum trip length of 90 days.

Should you be away on a trip and suddenly need to extend your cover, please call us as soon as you become aware of this requirement.

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Renewal

How can I renew my policy?

If your policy was set up on an automatic renewal, your policy will automatically continue. You will be sent a renewal notice at least 21 days before the renewal date, so you can review the premium for the year ahead. You will be advised if there have been any changes to the policy and you must advise us if any of your details or requirements have changed, for instance any changes to medical conditions.

If you are on a manual renewal we will send you a renewal notice at least 21 days before the renewal date. Simply call us - find the telephone number you need here.

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What happens if I have no trips planned for next year and my policy automatically renews?

Your cover is for the full year so if you think you will be travelling later in the year it may be more cost effective to keep your cover in force. However if you are aware you will not be going on any trips during the year or simply would prefer to have the policy cancelled until you have a trip booked, please call us - find the telephone number you need here.

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Other

Why do you need to know what the relationship of travellers is to the policyholder?

As we do not have standard groups such as ‘family' or ‘couple' we ask what everyone's relationship to the policyholder is so we can ensure the premium for these types of groups takes into account these close relationships.

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What does the EHIC do and what is the benefit of using a ‘reciprocal health scheme'?

The European Health Insurance Card (EHIC), which replaced the E111 entitles you to reduced cost, sometimes free, medical treatment in the European Union, Iceland, Liechtenstein, Norway or Switzerland.

It gives access to state-provided medical treatment only, so might not cover all the things you would expect to get free of charge from the NHS in the UK and you may have to make a contribution to the cost of your care.

If you are travelling to Australia you can enrol in Medicare which will entitle you to subsidised hospital treatments and medicines.

The benefit of using a reciprocal health scheme is that if you use one of these and it reduces your medical expenses you will not have to pay an excess.

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Can I cancel my policy?

You have a 14 day ‘cooling off' period from receipt of your policy documentation in which you may cancel the policy and receive a full refund

After this period you may cancel the policy but we will be unable to return any premium to you. The only exception to this is if your medical conditions change during the year and you advise us of this and we are no longer able to provide medical cover for you.

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Do I need to take my travel insurance documents with me on holiday?

It is recommended that you do take a copy of your policy documents with you. As a minimum please ensure you travel with your policy number and have a note of the contact numbers, which are shown on the back cover of the Document of Insurance.

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I've booked a holiday to a destination which may become dangerous for travel and I no longer want to go there. Can I cancel my holiday with my tour operator?

Unless the Foreign and Commonwealth Office (FCO) is advising against travel to that destination it is likely your tour operator will contend that it is safe to travel there. If you want to cancel you should check the terms of your booking and in particular your cancellation rights.

If the FCO warns against all non-essential travel to the destination your tour operator is not legally obliged to make any concession to the terms of your booking agreement. However, if your tour operator is a member of the Association of British Travel Agents (ABTA) you should be offered the chance to defer your trip, choose an alternative holiday or have a full refund.

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What happens if the Foreign and Commonwealth Office advises against travel to my holiday destination whilst I'm there?

There is no cover under the policy for curtailment of the trip due to advice issued by the FCO against travel to that destination. Should this situation arise and you require assistance please contact the 24 emergency assistance helpline.

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How do I make a complaint?

We hope you will not have cause to complain. However, should a situation arise and you would like to do so, please contact:

Box 2, LV=
County Gates
Bournemouth
BH1 2NF

Please supply us with your name, address, policy number and claim number where applicable and enclose copies of relevant correspondence as this will help us to deal with your complaint in the shortest possible time.

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Email us a question

Travel Insurance Frequently Asked Questions (FAQs)

Product eligibility / suitability:

Cover Selections

Pre-existing medical conditions

Winter Sports and activities

Business Cover

Claims

Payment

Amendments

Renewal

Other

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