Saga Annual Multi-trip Travel Insurance

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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.

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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

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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

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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

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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.

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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

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