Saga Annual Multi-trip
Travel Insurance
Important information for customers
Important information for customers
Saga Services Limited is a wholly owned subsidiary of Acromas Holdings Limited and is registered in England and Wales (Company No 732602). Registered Office: Enbrook Park, Sandgate, Folkestone, Kent CT20 3SE.
Saga Services Limited is authorised and regulated by the Financial Services Authority. You can confirm Saga Services Limited’s address and statutory status on the Financial Services Authority website at www.fsa.gov.uk/register/home.do or by contacting the Financial Services Authority on 0845 606 1234.
Saga Travel Insurance is arranged and administered by FirstAssist Insurance Services Limited. This policy is underwritten by Great Lakes Reinsurance (UK) PLC.
Making a complaint
If you have a query or complaint about your Saga Travel Insurance please contact the Customer Service Department, Saga Services Limited at Middelburg Square, Folkestone, Kent CT20 1AZ or call 0845 302 0211. If the matter is not resolved to your satisfaction or you wish to make a complaint, you can contact the Customer Relations Department, Saga Services Limited at Middelburg Square, Folkestone, Kent CT20 1AZ or call 01303 771160, fax on 01303 771347, or e-mail us at services.customer-relations@saga.co.uk.
The Financial Ombudsman Service may look into your complaint if you remain dissatisfied after we have issued a final response. You can write to them at: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone 0300 123 9123 or 0800 023 4567.
Saga Services Limited is covered by The Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Further information about compensation scheme arrangements is available from the FSCS website: www.fscs.org.uk
Handling your money
When collecting or returning premiums, Saga Services Limited acts as the agent of the Insurer. This means that your money is protected, as any premiums you pay to us are treated by the Insurer as having been paid directly to them.
Fees
Changes to policy details or cover may result in an administration fee of £7.50.
Please note that if you amend your policy mid term and have paid by credit card or cheque, we will be unable to refund any amounts of £5 or less. Similarly, we will only request any charges from you if the amount is over £5.
Policy Summary
This summary does not contain the full Terms and Conditions of Saga’s travel
insurance policy. Full details can be found in the Policy Booklet which is available
on request by calling Saga on 0845 302 0211 or by downloading a copy online at
saga.co.uk/travelinsurance. It is important that you read the policy documentation
carefully when you receive it.
Name of the insurance undertaking
The insurer of this policy is Great Lakes Reinsurance (UK) PLC. The Legal Expenses section of this policy is underwritten by Acromas Insurance Company Limited and administered by Parabis Law LLP.
Type of insurance and cover
The Saga annual multi-trip travel policy protects you during the period of insurance for trips taken in the area you have selected up to the maximum duration you have selected (as shown on your policy Schedule). Trips in the UK are covered under this policy where at least two nights accommodation is pre-booked. During the period of insurance the policy provides cover for any number of trips. The maximum number of days that you can travel in any policy year is 120 days. If you have selected the region Worldwide including USA, Canada, Mexico and all Caribbean Islands, the maximum number of days per trip is 45.
Some of the covers are optional and these are clearly marked as such. If you have selected any of these options, they will be itemised on your policy Schedule.
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Benefits
Significant or Unusual Exclusions
or Limitations Limit
24 hour Worldwide Medical Assistance Service
Immediate help with any emergency medical situation outside the UK
Cancellation
Refund of non-recoverable travel, accommodation and other pre-paid costs, should you have to cancel or cut short your trip
Any circumstances you were aware of prior to
■
your trip
Any travel arrangements made using Air Miles
■
or similar schemes
Any costs which are recoverable from
■
elsewhere
£5,000
Missed Departure
Additional travel and
accommodation costs if you miss your departure for any reason stated within the Policy Booklet
Claims due to strike or industrial action
■
planned at the time you booked your trip Internal UK flights including flights to the
■
Channel Islands, Northern Ireland or the Isle of Man
£1,000
Delayed Departure
Compensation if your ship, aircraft or train on which you are booked to travel is delayed
Claims due to strike or industrial action
■
planned at the time you booked your trip Internal UK flights including flights to the
■
Channel Islands, Northern Ireland or the Isle of Man
You must check in at the specified time and
■
have travelled to the airport/port/station
£215
Abandonment
Proportionate refund of unused non recoverable costs, should you have to abandon your trip
As per Cancellation
■ £5,000
Delayed Baggage
Benefit for temporary loss of baggage on your outward journey
Any baggage detained by customs and other
■
officials
£250
Lost, Stolen or Damaged Baggage
Cover for loss or damage to personal belongings
£300 single article limit
■
£500 valuable limit
■
Losses not reported to the police as soon as
■
possible when discovered
£2,500
Medical and Associated Expenses
Payment for expenses of medical treatment following injury or illness. Includes repatriation
Illness as a result of a tropical disease
■
where you have not had the recommended inoculations
Any leisure or sport activity not listed as being
■
covered in your Policy Booklet
Any costs over £500 where prior agreement
■
regarding treatment has not been obtained from the Medical Assistance provider
£10,000,000 - Worldwide £5,000 - UK
Benefits or Limitations Limit
Hospital Benefit
A benefit of £25 for each 24 hour period you are being treated as an in-patient outside of the UK
As per Medical and Associated Expenses
■ £1,000
Personal Accident
Payment for death, loss of limbs or total disablement following accidental injury
A reduced rate applies to those under 16
■
years or over 70 years of age
£30,000
Criminal Injury Benefit
Benefit paid for injuries sustained as a result of violence or crime
Any claim arising directly or indirectly from
■
acts of terrorism
£30,000
Substitute Accommodation
Additional accommodation and transport costs if you need to move to substitute accommodation during your trip
Any claim if your trip is booked as part of a
■
package holiday
Any costs which are recoverable from
■
elsewhere
£5,000
Enforced Stay
Cover if you are unable to reach your destination, return to your accommodation or return home
Any costs which are recoverable from
■
elsewhere
Any costs where the transport operator
■
has offered reasonable alternative travel arrangements
£1,500
Loss of Passport
Cover for costs incurred obtaining a temporary travel permit if your passport is lost or stolen while you are abroad
Losses not reported to the police as soon
■
as possible when discovered
£350
Personal Money
Loss or theft of money including cash, travellers cheques, passport, pre-paid tickets and driving licence
Reduced rate of £300 for cash
■
Losses not reported to the police as soon as
■
possible when discovered
£500
Replacement Flight
Additional costs if you need to replace a flight due to your scheduled airline becoming insolvent after departure
Any claim if your trip is booked as part of a
■
package holiday
Any claim for scheduled flights not booked in
■
the UK
Any costs which are recoverable from
■
elsewhere, i.e. credit card issuer
£1,500
Pet Care
Benefit for each day your cat or dog receives in-patient veterinary treatment as a result of accidental injury while you are away
Your cat or dog has not been left in the care
■
of a relative, friend or professional carer
5
Benefits
Significant or Unusual Exclusions
or Limitations Limit
Hijack and Mugging
Cover for each day you cannot reach your destination as a result of hijack or are receiving in-patient treatment due to mugging
A claim not supported by a written police
■
report
£1,000
Air Rage
Cover for costs incurred as a result of a delay caused by drunkenness or violent behaviour by other passengers
£1,000
Personal Liability
Cover for legal liability if you cause injury or death to third parties or damage to their property
Any leisure or sport activity not listed in your
■
Policy Booklet
Your ownership or occupation of land or
■
buildings (except occupation of temporary holiday accommodation)
£2,000,000
Legal Expenses and Advice
Cover for legal costs incurred following your personal injury or death during your trip
The insurer will only cover claims which occur
■
during the period of insurance and have reasonable prospects of succeeding Any matter you realised may have occurred
■
before entering into this contract
Any costs incurred before your claim has been
■
accepted
Please refer to the ‘Legal Expenses and
■
Advice’ section of your Policy Booklet
£50,000
Golf Cover Benefits
Significant or Unusual Exclusions
or Limitations Limit
Cover for lost, damaged or stolen equipment
Any loss or theft from a motor vehicle
■
Equipment damage while it is in use
■
£1,000 Cover for the cost of hiring
replacement golf equipment following loss, damage or theft of your own equipment
£250 (Up to £35 per day)
Cover for pre-booked green fees if, due to illness or injury, you are unable to play
£250
Additional cover options
Winter Sports Cover Benefits or Limitations Limit
Winter Sports Equipment
Loss of or damage to your own or hired ski equipment
Reduced limit of £550 for hired equipment
■
Any loss or theft from a motor vehicle
■
Equipment damage while it is in use
■
£750
Delay due to Avalanche
Cover for the cost of extra travel and accommodation if an avalanche delays arrival or departure from the booked resort
£300
Piste Closure
Cover for transportation to another site if your booked resort is closed because of lack of snow, excessive snow or high winds
This cover is not applicable in the UK and
■
within Europe the cover only applies during the period 15 December to 15 April
£400
Ski Pack
Cover for the proportionate cost of your non refundable ski pack if, due to illness or injury, you are medically certified as being unable to ski
£350
Inability to take part in Winter Sports Activities
Cover if, due to illness or injury, you cannot take part in winter sports activities
Any circumstances you were aware of prior to
■
your trip
Any leisure or sport activity not listed in your
■
Policy Booklet
£200
Scuba-Diving Cover Benefits Significant or Unusual Exclusions or Limitations Limit
Extended cover of the ‘Medical and Associated Expenses’, ‘Hospital Benefit’ and ‘Abandonment’ sections of your Policy Booklet to cover you while scuba-diving to the maximum depth for which you are qualified, but no more than 30 metres, as long as you are accompanied by a qualified scuba-diving instructor
Any claim where you travel by air within
■
24 hours of completing a dive
Where you have booked a trip for the sole
■
purpose of scuba-diving
Cover does not extend to the ‘Personal
■
Accident’ or ‘Personal Liability’ sections
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Other important Significant Exclusions and Limitations of this policy
Cover is excluded for any pre-existing medical conditions, unless declared to and accepted by us.
■
Certain sections of this policy are subject to an excess, which is applied per person, per section,
■
per claim. See your Policy Booklet for details.
Any specific exclusion or limitation shown on your quote Schedule (please refer to the General
■
Exclusions section of your Policy Booklet).
Duration of cover
This policy is effective for one year from the cover start date shown on your policy Schedule.
Cancellation within the first 14 days
You have the right to cancel your policy within 14 days of receiving your policy documentation. If you wish to do so, you will be entitled to a full refund of the premium paid. Please note that if you have made a claim and subsequently wish to cancel your policy, we may recover the monies paid to you in settlement of the claim. If you wish to cancel your policy and the insurance cover has not yet commenced you will be entitled to a full refund of the premium.
Right of cancellation
If after 14 days you have not cancelled your policy, we will assume that you have accepted the terms and wish your policy to continue for the agreed period of cover.
If this policy no longer meets your needs you have the right to cancel it at any point during its duration but no refund of premium will be available. You can telephone us on 0845 302 0211 or write to us at Saga Services Limited, Middelburg Square, Folkestone, Kent, CT20 1AZ to cancel your policy. Cancellation is effective from the date your letter is received.
Saga Services Limited may cancel this policy by giving you seven days’ notice by recorded delivery letter. We will send this to your last known address.
Making a claim
For medical emergencies call (+44) 20 8763 4878 from abroad and 0845 300 3555 from the UK. For all other claims call 0845 300 3560 from the UK and (+44) 2920 320 808 from abroad. For legal expenses and advice call 0845 366 1100, 24 hours a day, 365 days a year.
Making a complaint about a claim
If you have a claim related query or complaint or you are dissatisfied with the service that FirstAssist Insurance Services Limited has provided please contact:
Saga Travel Claims Manager, PO Box 1037, Oakleigh House, 14-16 Park Place, Cardiff CF11 1HU, call 02920 320 808 or email sagaclaims@cl-uk.com.
If you have a query or complaint regarding the handling of a claim under the ‘Legal expenses and advice’ section of the policy please contact: The Senior Partner, Parabis Law LLP, 8 Bedford Park, Croydon, Surrey, CR0 2AP or call 0845 366 1100.
the Financial Ombudsman Service.
Financial Services Compensation Scheme
Great Lakes Reinsurance (UK) PLC is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Further information about compensation scheme arrangements is available from the FSCS website: www.fscs.org.uk