What to do if You need to claim In the event that You need to make any other claim please call

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Guest First Holiday Insurance

Certificate of Holiday Insurance

This insurance is underwritten by PTI Insurance Company Limited.

Please keep this Certificate in a safe place and carry it with You when You go on holiday. Please read the Certificate carefully. If You are not entirely happy with it, return it to Rothwell & Towler within 14 days of the date of issue and We will refund Your premium in accordance with Our Terms of Business and provided no claims have been made and We receive Your returned Certificate and Schedule of Insurance prior to Your departure date.

Definitions

The following words or expressions carry the meaning shown below whenever they appear in the Certificate: Period of Insurance: The Cancellation cover commences when Rothwell & Towler receive Your premium and issue Your Certificate and Schedule of Holiday Insurance. The remaining covers apply for the period of the holiday but in any event not exceeding the period of cover for which Your premium has been paid.

We/Our/Us: PTI Insurance Company Limited.

You/Your: Any person named on the application form who is eligible to be insured and for whom the premium has been paid.

Adverse Weather:A hostile or unusual state of the atmosphere with respect to wind, temperature, cloudiness, moisture and pressure. This does not include volcanic ash clouds due to volcanic eruptions.

Conditions applying to this Certificate

It is a condition that You are not aware of any reason why the holiday/journey may be cancelled or curtailed at any time prior to the purchase of this insurance. The 24-Hour Emergency Medical Assistance Service must be advised immediately in the event of:

(a) Your hospitalisation during the period of the holiday/journey only if this may result in repatriation for medical reasons.

(b) The need to return earlier than the original booked return date when the cause of such return may be insured under Section 1 Cancellation or Curtailment or Section 2 Guest First Extra Care during the holiday/journey.

Health Conditions

You will not be covered for any claim arising directly or indirectly as a result of a medical condition which has been suffered, or under investigation or review (routine or otherwise), or for which medication, advice or treatment has been received within the past 12 months (prior to the date Your policy is issued or the date Your trip is booked - whichever is later). This includes longstanding conditions, surgery (including any elective procedures), as well as injuries that may be exacerbated by the activity/trip You propose to undertake.

Under no circumstances will You or any insured person be covered if You/they are travelling against the advice of a medical practitioner or have received a terminal prognosis at the time of purchasing this insurance.

Guest First Extra Care 24-Hour Emergency Medical Assistance Service

In the event that You require immediate help and assistance contact the 24-Hour Emergency Medical Assistance Service on 0208 865 1653.

What to do if You need to claim

In the event that You need to make any other claim please call 0208 865 1679.

Do not send any documentation until You have requested a Claim Form, which includes a Medical Certificate and will list any other documents We need to assess Your claim.

Please quote your Client Reference and Policy Number in all correspondence.

 A Medical Practitioner must confirm it is necessary for You to cancel Your holiday. You must then obtain a Claim Form from the Claims Service and at Your own expense have a Medical Practitioner complete the Medical Certificate on behalf of the person who has made it necessary for You to cancel.

 If You have to cut short Your holiday for medical reasons You must consult a Medical Practitioner in the locality where the incident occurs and obtain at Your own expense a Medical Certificate stating the date when the Medical Practitioner was first consulted, the nature of the illness or injury, the date the illness was diagnosed or injury sustained, and the date when the Medical Practitioner advised You to cut short Your holiday.

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 If You have to cut short Your holiday due to the death, injury or illness of a close relative or business associate not travelling, You must obtain a Claim Form from the Claims Service and at Your own expense have a Medical Practitioner complete the Medical Certificate on behalf of the person who has made it necessary for You to curtail Your holiday.

 Receipts or accounts for ALL expenses incurred together with Your Confirmation of Booking must be supplied with Your completed Claim Form.

 If You have to cancel Your holiday, You must notify the holiday establishment through whom Your holiday was booked as soon as is reasonably possible and, in any event, within seventy-two hours to give them every opportunity to resell Your holiday. Failure to notify the holiday establishment may result in additional expenses that Your insurance will not cover and liability for Your claim being declined.

 If You are travelling on pre-booked public transport and Your departure is delayed, written evidence must be provided to support Your claim.

 We are unable to consider any claim without a fully completed Claim Form and additional supporting

documentation. If any documentation is missing or incomplete Your claim may be delayed whilst We request the necessary information.

General advice about Your Holiday Insurance

 Your insurance does not cover disinclination to travel, cancellation due to Your financial circumstances or holi-days not honoured by Your employer.

 Your insurance does not cover cancellation of Your holiday by the establishment through whom You booked or Your dissatisfaction with the standard of Your holiday accommodation and services provided.

1. Cancellation or Curtailment

What is covered

We will indemnify You against all travel or accommodation deposits or charges which You have paid or contracted to pay before the holiday departure date, and cannot recover, in respect of any part of the holiday which You are necessarily prevented from undertaking as the direct result of the following only if they occur after You have effected the Insurance:

(a) Your death, accidental bodily injury or illness, or that of a friend with whom You have arranged to travel, or of Your mother, father, husband, wife, commonlaw partner, partner, fiancée, fiancé, daughter, son, grandparent, grandchild, parent in law, son or daughter in law, brother, sister, brother or sister in law, or other close relative or a close business associate.

(b) You or any person with whom You have arranged to travel being subject to compulsory quarantine or being summoned for Jury Service or as a witness in a Court of Law during the period of the holiday.

(c) Your redundancy (qualifying You to claim for payment under current Redundancy Payment Legislation) or that of any person with whom You intend to travel, provided that such notice of redundancy is advised to Us within 14 days of its announcement.

(d) Your private dwelling becoming uninhabitable following fire, storm or flood, or Your presence being required by the Police following burglary at such private dwelling occurring at any time after We have accepted this insurance.

(e) Cancellation or curtailment of scheduled public transport consequent upon hi-jack occurring during the Period of Insurance.

We will also pay Your reasonable additional travelling expenses incurred by You in returning to Your home address in the United Kingdom, where such return is urgently necessitated by the death, serious illness or severe injury of one of Your relatives or a close business associate where such relative or close business associate is resident in the United Kingdom.

We will also pay the costs incurred in returning Your body or ashes to Your home address in the United Kingdom.

Conditions applying to Section 1

Curtailment shall be defined as abandoning Your holiday by immediate return to your permanent residence in the United Kingdom. If a holiday is curtailed through Your accident or illness, a doctor at the resort or the nearest town must confirm that such curtailment was necessary.

Exceptions applying to Section 1

What is not covered

(a) Claims arising from pregnancy where the period of the holiday terminates less than two months before the date of delivery as estimated by a hospital or Registered Medical Practitioner. However, where the insurance has been effected prior to confirmation of the pregnancy by such

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(b) Any claim arising directly or indirectly as a result of a medical condition which has been suffered, or under investigation or review (routine or otherwise), or for which medication, advice or treatment has been received within the past 12 months (prior to the date Your policy is issued or the date Your trip is booked - whichever is later). This includes longstanding conditions, surgery (including any elective procedures), as well as injuries that may be exacerbated by the activity/trip You propose to undertake.

(c) Cancellation or curtailment charges above those that would have applied if You do not notify the travel agent, tour operator or provider of transport/accommodation immediately You have to cancel the holiday.

(d) Travel expenses beyond the sum insured for which Your premium has been paid.

2. Guest First Extra Care

What is covered

(a) Injury or illness to a member of Your party

If either You or a relative or friend with whom You are travelling sustain severe bodily injury or serious illness We shall pay for Your necessary and reasonable:

i) accommodation expenses if You are required on medical advice to stay on or to stay with or escort home such relative or friend. Our limit of liability shall be £1,000 in any one Period of Insurance.

ii) travelling expenses to return to Your permanent address in the United Kingdom by public transport

(b) Medical Helpline

If during the Period of Insurance you require non-emergency medical assistance the 24-Hour Emergency Medical Assistance Service will:

i) provide initial advice on what steps You should take

ii) at Your request assist in contacting the appropriate local medical services and if possible make an appointment.

(c) Damage to Your holiday property

If Your booked holiday accommodation becomes uninhabitable following accidental fire, theft or structural damage occurring at any time during the period of Your holiday We will make a contribution of £20 per person per day towards the additional costs incurred in arranging alternative accommodation. Our limit of liability will be £200 in any one Period of Insurance. (d) Immobilisation of Your vehicle

If Your vehicle is immobilised during the period of Your booked holiday following breakdown, accident, fire or theft We will make a contribution of £20 per day towards the cost of alternative transportation of driver and passengers if in Our opinion Your vehicle will be immobilised for a period in excess of twelve hours. Our limit of liability will be £200 in any one Period of Insurance. (e) If beaches become polluted after the start of the holiday within ten miles of Your pre-booked

holiday accommodation and are closed on the order of an official Authority, We will pay You compensation of £10 per day up to a maximum of £50.

Exceptions applying to Section 2

What is not covered

(a) Any claim arising directly or indirectly as a result of a medical condition which has been suffered, or under investigation or review (routine or otherwise), or for which medication, advice or treatment has been received within the past 12 months (prior to the date Your policy is issued or the date Your trip is booked - whichever is later). This includes longstanding conditions, surgery (including any elective procedures), as well as injuries that may be exacerbated by the activity/trip You propose to undertake.

(b) The cost of repairs to Your vehicle.

(c) Mechanical breakdown due to lack of oil, fuel or water and/or frost damage or tyre damage. (d) Any vehicle which is over ten years old from the date of first registration. In the case of converted

vehicles constructed from components, the vehicle age will relate to engine and chassis and will be taken as their first registration date and not that of the conversion or construction.

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(e) Any claim:

i) arising as a consequence of Your vehicle being used in motor competitions or racing of any kind

ii) occurring whilst Your vehicle is towing or carrying more weight/persons than for which it is designed as stated in the manufacturer’s specifications, or in any event is carrying more than eight persons

iii) involving commercial goods

iv) arising in respect of any vehicle hired (including replacements organized by Us) after the commencement of the journey

v) arising in respect of any goods,services,arrangements or advice provided by Us or any agents or persons acting on Our behalf

vi) where the vehicle has been driven by a person who does not hold a valid driving license issued by a competent Authority.

(f) Any vehicle:

i) in an unroadworthy condition at the commencement of the journey and/or which has not been regularly serviced in accordance with the manufacturer’s instructions

ii) which is not a private car, motorcycle exceeding 120cc, estate car, landrover-type vehicle, motorised caravan, light van, minibus and trailer caravans or trailer of a proprietary make iii) exceeding3.500kgGrossVehicleWeight.

3A. Delayed Departure

What is covered

If Your departure is delayed by more than twelve hours beyond the booked time due to: (a) the outbreak of strike or industrial dispute.

(b) weather conditions affecting pre-booked scheduled public transport. (c) mechanical breakdown of pre-booked train, aircraft or watercraft We will pay You as shown below:

i) Delay Compensation – £25 per day or part of a day up to a maximum of £100

ii) Cancellation Compensation – if You decide to cancel the holiday after a delay exceeding 12 hours We will pay You for the cost of travel or accommodation which is not refundable.

Conditions applying to Section 3A only

(a) You must check in by the time given to You by the Tour Operator or Carrier, and get their written confirmation of the delay.

(b) Cancellation compensation is only payable for delays on the outward journey from the United Kingdom.

(c) Our limit of liability under ii) is the amount paid or contracted to be paid for Section 1 – Cancellation.

You may claim only under i) or ii).

Exceptions applying to Section 3A

What is not covered

(a) Claims following the outbreak of strike or industrial dispute which existed at the time You paid the premium for this insurance.

(b) Withdrawal from service (temporary or otherwise) of an aircraft or sea vessel on the recommendation of the Civil Aviation Authority or a Port Authority or any similar body in any country.

(c) Claims arising as a result of Your failure to allow sufficient time for transport to arrive on schedule and to deliver You to the departure point.

(d) any claims arising as a result of travel disruptions, cancellations or delays due to volcanic ash clouds or volcanic eruptions, regardless of whether airspace or airports have been closed or not.

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3B. Missed Departure

What is covered

If You miss Your outward flight or ferry from or return flight or ferry to the United Kingdom due to accident or mechanical breakdown of the transport which You are travelling in, We will pay You for the cost of reasonable alternative travel. Our limit of liability shall be £300 in any one Period of Insurance.

Exceptions applying to Section 3B

What is not covered

(a) Motor car breakdown or accident if the vehicle has not been serviced in accordance with manufacturers instructions.

(b) In the event of a claim due to vehicle breakdown or road accident, any claim not supported by a police or roadside assistance report.

(c) In the event of a claim due to delayed public transport You must provide documentation from the transport company, confirming the period of and the reason for the delay.

(d) If sufficient time has not been allowed for your journey in order to meet the check-in time specified by the transport providers or agent.

(e) If You are not proceeding directly to the departure point.

(f) any claims arising as a result of travel disruptions, cancellations or delays due to volcanic ash clouds or volcanic eruptions, regardless of whether airspace or airports have been closed or not.

Conditions applying to Section 3

(a) You must at all times act in a reasonable manner to prevent or minimise a claim. (b) You must produce independent evidence in writing to support any claim.

4. Exceptions applying to all sections

What is not covered

Claims arising directly or indirectly from:

(a) You/any member of your party or anyone upon whom your holiday plans may depend suffering from any condition that has required medical treatment as a hospital in-patient, during the twelve months before commencement of insurance or is on a hospital waiting list for treatment.

(b) Holiday arrangements made or undertaken: i) against the advice of a doctor

ii) for the purpose of obtaining medical treatment iii) where a terminal prognosis has been given

iv) if at the time of booking your holiday and commencing your insurance, you/any member of your party are aware of any circumstances regarding your/their health including medical conditions for which a doctor is seen on a regular basis, or the health of any person upon whom your holiday plans may depend and could give rise to a claim, unless Rothwell & Towler have been informed and the insurers have given their written consent to cover. (c) Psychological or psychiatric disorders, insanity, anxiety, stress or depression.

(d) Your intentional self-injury, suicide or attempted suicide or wilful exposure to exceptional risk. (e) The influence of intoxicating liquor or of a drug or drugs unless prescribed by a Registered

Medical Practitioner, alcohol or drug abuse, alcoholism, drug addiction, solvent abuse, venereal disease or insanity.

(f) Driving or being a passenger of a motor cycle, motor scooter or mechanically assisted cycle during the period of the holiday where such transport is not Your regular and preferred method of transport for which You hold a current licence.

(g) You engaging in manual work during the period of the holiday, winter sports, steeplechasing, polo, hunting, professional sports, mountaineering (normally requiring the use of ropes or a guide), pot-holing, skin-diving, any race, speed or duration test or practice for such race or test (other than athletics), or football or professional entertaining, hang gliding, parapenting, paragliding, parachuting, boxing, sky-diving, microlighting, sky-surfing, bungee-jumping, underwater activities requiring the use of artificial breathing apparatus, kayaking or rafting or canoeing at Grade 3 or above, expeditions or the crewing of a vessel from one country to another.

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(h) Notwithstanding anything to the contrary contained herein this Insurance does not cover loss or damage directly or indirectly occasioned by, happening through or in consequence of terrorism, war, invasion, acts of foreign enemies, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection, military or usurped power or confiscation or nationalisation or requisition or destruction of or damage to property by or under the order of any government or public or local authority.

(i) Consequential loss of any kind.

(j) Damage to, or loss or destruction of any property or any loss or expense whatsoever arising from, or any consequential loss or any legal liability of whatsoever nature directly or indirectly caused by or contributed to, by or arising from:

i) ionising radiations or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel

ii) the radioactive toxic explosive or other hazardous properties of any explosive nuclear assembly or nuclear component of such assembly.

(k) Flying or aerial activity of any kind (other than as a fare paying passenger in a fully licensed passenger carrying aircraft).

(l) Loss, destruction or damage directly occasioned by pressure waves caused by aircraft and other aerial devices travelling at sonic or supersonic speeds.

(m) Your unlawful action.

(n) Any loss, injury, damage, illness, death, legal liability, assistance or expense arising directly or indirectly from or consisting of the following: the failure or fear of failure or inability of any equipment or any computer program, whether or not You own it, to recognise or to interpret correctly or process any data or to function correctly.

(o) Any claims giving rise from an event which is known about, a material fact or which is not unforeseen, that is, foreseen or expected to occur or has already occurred.

5. Conditions applying to all sections

Changes in risk

(a) You will immediately advise Us of any changed circumstances which become apparent after the date of issue of this Certificate and before the commencement of the holiday which You could reasonably foresee as likely to give rise to a claim under the Certificate. We reserve the right to alter the terms of the insurance in the light of such changed circumstances. If You elect to cancel the holiday due to such changed circumstances We will, subject to the terms, conditions and exceptions of the Certificate, indemnify You under Section 1 in respect of holiday deposits or charges which You have necessarily incurred up to the date of advice to Us of such changed circumstances.

Extension of cover

(b) If You request any extension of the Period of Insurance after the commencement of travel You will advise Us of any circumstances which at the time of such request could reasonably be expected to cause a claim under this Certificate.

Fraud

(c) If any person makes any misrepresentations or concealment in obtaining this Certificate or in support of any claim this Certificate will be void.

Claims – Your duties

(d) You will advise Us of any occurrence which may give rise to a claim under this Certificate in writing as soon as is reasonably possible after the date of such occurrence and shall supply to Us all such accounts and other documents as We may reasonably require.

Claims – Our rights

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(ii) We will be entitled to take over and conduct in Your name the defence or settlement of any claim or to prosecute in Your name for Our own benefit, in respect of any claim for indemnity or damages or otherwise, and will have full discretion in the conduct of any proceedings or in the settlement of any claim, and You will give all such information and assistance as We may require.

(iii) In case of illness or injury We may approach any doctor who may have treated You during the period of three years prior to the claim, and We may at Our own expense and upon reasonable notice to You or Your legal personal representative, arrange for You to be medically examined as often as required, or in the event of death have a post-mortem examination of Your body.

(iv) You will supply at Your own expense a Doctor’s Certificate in the format required by Us in support of any claim under this Certificate.

Other insurances

(f) We will not be liable in respect of any claim where the event leading to the claim is insured by any other existing policy or policies, except in respect of any amount beyond that which is payable under such other policy or policies.

Arbitration

(g) If any difference shall arise as to the amount to be paid under this Certificate (liability otherwise being admitted), such difference shall be referred to arbitration under the Arbitration Acts for the time being in force. The making of an award in such a case shall be a condition precedent to any right of action against Us.

Precedents to liability

(h) The due observance and fulfillment of the terms, provisions, conditions and endorsements of this Certificate in so far as they relate to anything to be done or complied with by You will be a condition precedent to Our liability to make any payment.

Transport Delays

If delays in public transport lead to You returning home later than planned and after the insurance has expired the cover will automatically be extended without additional charge for the period of such delay not exceeding one week.

Complaints Procedure

If, for any reason, You consider that We have not kept Our promise or You have any cause for complaint regarding this insurance please contact:

The Complaints Officer

PTI Insurance Company Limited’s representative Insurance House

Prisma Park Berrington Way Basingstoke RG24 8GT

If You remain dissatisfied, You may write to: The Financial Ombudsman Service South Quay Plaza

183 Marsh Wall LONDON E14 9SR

Please note that the Financial Ombudsman Service will not consider Your complaint until You have received a final decision from PTI Insurance Company Limited. The existence of these internal arrangements does not affect Your right to take immediate legal action against PTI Insurance Company Limited.

Please always give details of the policy and complaint, together with the claims reference number. We will review Your case and reply to You in writing. We are 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 circumstances of the claim. Most insurance contracts are covered for 100% of the first £2,000 and 90% of the remainder of the claim. Further information is available from the Financial Services Authority or the FSCS at www.fscs.org.uk or on 020 7892 7300.

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