Find out more about our cruise specific benefits available with Free Spirit and Travel Plus.
Travel Insurance to cover for those people who are travelling solo.
We can cover most pre-existing medical conditions and disabilities.
P J Hayman’s range of travel insurance solutions to cover high risks.
Several of our policies cover a range of activities as standard, find out more here.
We have policies that can provide travel insurance for UK only trips.
P J Hayman is shortlisted For Two Categories in the National Insurance Awards The P J Hayman team is excited to announce that they're on the shortlist for two categories in the 2026 National Insurance Awards, which will take place on Wednesday 25th March at the London...
Free Spirit's Super Duper Cover is Rated 5 Stars by Defaqto What is a Defaqto rating? You may have seen Defaqto mentioned when looking at insurance, or you’ve seen them featured in news articles. Defaqto is one of the most trusted sources for information on the...
P J Hayman's Broker Christmas Competition Broker Christmas competitions are what we love to run in the lead up to the Yuletide festivities, to engage with brokers near and far. Our competitions are open to all brokers up and down the country. Whether you’ve been...
Below are some helpful documents and information on each of our products. Click on each link to view the pdf file in your browser and download for future reference. If you need printed copies of any document, please email us at direct.sales@pjhayman.com with details of your request.
We may also be able to answer your question via our FAQ page below.
Adventures Travel Insurance covers a very wide range of activities from Abseiling to Zorbing. Click here for activities we are able to cover. Should your activity not appear on the list please call us on 02392 419 093.
The policy is available to people aged 75 years or under who are registered with a medical practitioner and permanently resident in the United Kingdom (England, Scotland, Wales, Northern Ireland, Channel Islands and the Isle of Man).
Cover is available to people aged 75 years or under. If you are aged over 75 please call us on 02392 419 093.
Single Trip
For individual trips of up to 6 months continuous cover (maximum 3 months for ages 65-69 years or 31 days for ages 70-75 years).
Annual Multi-trip
For any number of trips throughout the year (maximum 60 days per trip - limited to 31 days for ages 70-75 years).
Adventures is underwritten by Endurance Worldwide Insurance Limited. They are a wholly owned subsidiary of Sompo International Holdings Ltd. Endurance Worldwide Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.
This can be checked on the Financial Services Register by visiting www.fca.org.uk.
We can cover groups of any number, with discounts of up to 20% available depending on size.
If you are arranging a trip for a group of up to 10, you can get a quote online. For groups of 11 or more, please call us on 02392 419 093 .
Your medical information and the medical questions we ask you can change, so we aren’t able to transfer your medical information to a new policy. We will need to ask you for some information again to make sure your policy is correct and valid in case you need to make a claim.
The maximum duration of any individual trip is 6 months (although for persons aged 65-69 years the maximum trip duration is 3 months).
If you select Part B you will be covered up to £5,000 per person for travel, accommodation and pre-paid activity course fees should you find it necessary to cancel, curtail or abandon your holiday/trip. These limits cannot be increased. However, if you require top up cover for cancellation for your travel or accommodation, please call us on 02392 419 093.
If you are making several trips a year, Annual Multi-trip cover is usually the most cost effective option. For a single premium you will be covered for any number of trips throughout the year up to a maximum of 60 days each trip.
Please note: a trip must involve pre-booked accommodation or travel unless it is a ‘one-off’ event taking place on a single day.
The Annual Multi-trip policy covers you for an unlimited number of trips throughout the year up to a maximum of 60 days each trip.
Please note: a trip must involve pre-booked accommodation or travel unless it is a ‘one-off’ event taking place on a single day.
Trips in the UK, Channel Islands and the Isle of Man are covered.
A trip must involve pre-booked accommodation or travel unless it is a ‘one-off’ event taking place on a single day.
No, we are unable to extend cover beyond the maximum duration limit.
A family premium is available for Annual Multi-trip cover, for you and your husband/wife/civil partner or partner who are aged 64 years or under at the time of purchasing the policy (and have co-habited for at least 6 months), plus your unmarried, dependent children (including fostered or adopted), all aged under 18 years at the time of purchase of the policy. Independent travel allowed by you and your husband/wife/civil partner or partner but not your children.
As multi-generational family holidays grow in popularity let us inspire you to plan one. Discover what activities Adventures provides cover for during a family holiday.
Part A includes cover for specialist Activity Equipment up to £1,000 per person with a single item limit of £600.
If you select Part B you will be covered up to £5,000 per person for travel, accommodation and pre-paid activity course fees should you find it necessary to cancel, curtail or abandon your holiday/trip. These limits cannot be increased. However, if you require top up cover for cancellation for your travel or accommodation, please call us on 02392 419 093.
If urgent assistance is required, the Healix Medical Assistance team is available on Tel: +44 (0) 208 608 4254 (or Email: PJHaymanSompo@healix.com).
Callers should quote 'Adventures Travel Insurance' when connected to an operator.
The service is open 24 hours a day, 365 days a year. The call operators are highly trained and can advise on all aspects of assistance, making arrangements for hospital admission, repatriation and medical expenses.
Each operator is a medical specialist who can liaise with doctors and arrange repatriation if medically necessary.
If you require a claim form, please contact:
Claims Department
P J Hayman & Company Limited
Stansted House
Rowlands Castle
Hampshire
PO9 6DX
Telephone: 02392 419 895
Email: claims@pjhayman.com
You should quote ‘Adventures Travel Insurance’ in all communications until you recieve your unique reference number.
We are dedicated to providing you with a high-quality service and want to ensure that this is always maintained. If you feel that we have not offered a first-class service or have any questions or concerns about this Policy or the handling of your claim please contact us, quoting Agreement Reference Number B6151PJHADV2023 and we will do our best to resolve the problem.
If you have any questions or concerns about the insurance or the handling of a claim you should, in the first instance, contact your Scheme Administrator:
Compliance Manager
PJ Hayman & Company Limited
Stansted House
Rowlands Castle
Hampshire
PO9 6DX
Email: customerservices@pjhayman.com
We will aim to resolve your concerns within three (3) business days, following receipt of your complaint. A written Summary Resolution Communication will be provided to you if the complaint is resolved to your satisfaction.
In the unlikely event that you remain dissatisfied, you may be entitled to refer the matter to the Financial Ombudsman Service, free of charge.
If your complaint cannot be resolved within three (3) business days we will send you an acknowledgement letter to explain that your complaint has been escalated to the Head of Compliance, who will investigate your complaint and keep you informed throughout the process.
We will investigate your complaint and provide one of the following within eight (8) weeks of receipt of your complaint:
Referring to the Financial Ombudsman Service:
Should you remain dissatisfied with the outcome of our investigation or we are unable to conclude our investigation within eight (8) weeks, you may be able to refer your complaint to the Financial Ombudsman Service (*if eligible), provided you do so within six (6) months of the date of the Final Response.
The contact details for the Financial Ombudsman are:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR
Customer Helpline: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financialombudsman.org.uk
Visit the Financial Ombudsman Website
The Financial Ombudsman Service may not be able to consider a complaint if you have not provided us with the opportunity to resolve it first, or if you are:
The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The complaints handling arrangements above are without prejudice to your rights in law.
Unfortunately, if you are on a trip and want to extend your cover we will be unable to do so. The policy will expire at the originally agreed date. The only exception to this is if you need to extend your policy following a change in travel plans as a result of the airline reduction and border closures.
In which case, you may extend the policy if:
However, only a maximum of 7 days will be granted and no further extension will be given. If you have a valid insurance claim the usual criteria applies, with regards to your insurance extended as part of the assistance case or travel delay after checking in baggage.
Coach Plus Insurance contains conditions relating to your health. You must refer to the Health Declaration & Health Exclusions section of your Insurance Policy.
On a Single trip policy, if you are offered an alternative destination and or dates from your travel agent, we will shift your insurance policy to fit the new trip without any administration charges, providing the new trip is for the same duration and to the same location or geographical area. Please call the customer service team on the number listed in your policy wording.
From the 31st December 2024 this insurance will be underwritten by AWP P&C SA registered in France with ID no 519490080 RCS Paris Registered Office: 7 Rue Dora Maar, 93400 Saint-Ouen, France acting through its UK Branch, AWP P&C (UK Branch), registered in the United Kingdom. Registered Branch No. BR015275. Registered Office: 102 George Street, Croydon CR9 6HD
Your medical information and the medical questions we ask you can change, so we aren’t able to transfer your medical information to a new policy. We will need to ask you for some information again to make sure your policy is correct and valid in case you need to make a claim.
You can pay by debit or credit card. We accept Mastercard and Visa.
Once you have purchased your policy, you will receive an email with instructions on how to access your policy documents via a secure online customer portal.
Please note – if you have not received your email after a few hours, please check your spam email folder.
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 that you have not already travelled and are not making a claim.
Please inform the assistance company immediately about any serious illness, injury or accident abroad:
If this is not possible because the condition is life, limb, sight or organ threatening, you should contact them as soon as you can.
You must also tell the assistance company if your medical expenses are over £500.
If the claim concerns a minor illness or accident you should, where possible, pay the costs and reclaim the money from the assistance company upon return.
They are available 24 hours a day 365 days a year by phone or email.
From outside the UK call: +44 (0) 20 8603 9856 or fax: +44 20 8603 0204.
From within the UK, call: 020 8603 9856 or fax: 020 8603 0204.
Email: medical@allianz-assistance.co.uk
On all correspondence please quote the age and policy number of the traveller, and state that it is related to a Coach Plus Travel Insurance policy.
You can contact Allianz Global Assistance UK claims team by phoning them on 0208 603 9958.
Lines open Monday to Friday – 8am to 6pm.
Alternatively, you can email Allianz Global Assistance UK at travel.claims@allianz-assistance.co.uk
You must give them as much detail as possible so they can handle your claim quickly.
You will need to obtain some information to support your claim. Below is a list of actions you will need to take and documents they will need in order to deal with your claim.
Further information and/or evidence may be required by Allianz after your claim has been submitted. If this is the case, they will inform you as quickly as possible.
For all claims you will need:
• Your original trip booking invoice(s) and travel documents showing the dates and times of travel.
• Original receipts and accounts for all out-of-pocket expenses you have to pay.
• Original bills or invoices you are asked to pay.
• Details of any other insurance you may have that may cover the same loss, such as household or private medical.
• As much evidence as possible to support your claim.
We aim to provide you with a first-class policy and service. However, there may be times when you feel we have not done so. If this is
the case, please tell us about it so that we can do our best to solve the problem. If you make a complaint your legal rights will not be
affected.
Complaints regarding the sale of your policy.
Write to: Complaints Manager, P J Hayman & Company Limited, Stansted House, Rowlands Castle, Hampshire PO9 6DX
Phone: 02392 419 833
Email: customerservices@pjhayman.com
For all other complaints
Write to: Customer Service, Allianz Partners, 102 George Street, Croydon CR9 6HD
Phone: 020 8603 9853
Email: customersupport@allianz-assistance.co.uk
If you are not satisfied with the final response you receive, you can refer the matter to the UK Financial Ombudsman Service for
independent arbitration.
Visit the Financial Ombudsman website
Write to: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Phone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
The insured vehicle must be:
This policy does not cover trips within Great Britain, Northern Ireland, the Isle of Man, and (for residents only) Jersey and Guernsey, other than during the direct journeys between your home and your international departure point.
Cover for one-way trips is not available.
On a single trip policy, we may be able to extend an individual trip policy providing you let us know before your policy expires. At the time of requesting the extension you will need to confirm you have not required assistance or claimed and are not intending to require assistance or make a claim. Please note, this is subject to your existing trip duration including the extended period not exceeding 90 days which is the maximum trip durations of the Single Trip policy. You will be advised of the additional premium at the time of the request.
It is not possible to extend trip durations on an annual multi-trip policy.
On most occasions, we will be able to guarantee costs directly with the repairer or garage. However, where we are unable to do, payment may be asked for directly. Please obtain a detailed invoice of all work carried out to support the claim. In the event of a motor breakdown, accident or theft, the 24 hour motoring breakdown service must be contacted as soon as possible. Any claim may not be paid if this is not done.
The policy is underwritten by Collinson Insurance. Collinson Insurance (a trading name of Astrenska Insurance Limited) is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority in the United Kingdom, under Firm Reference Number 202846. Registered in England number 01708613.
You can pay by debit or credit card. We accept Mastercard and Visa.
Once you have purchased your policy, you will receive an email with instructions on how to access your policy documents via a secure online customer portal.
Please note – if you have not received your email after a few hours, please check your spam email folder.
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 that you have not already travelled and are not making a claim.
The Euro Plus policy has a 24-hour motor breakdown service provided by Call Assist. In the event of a motor breakdown, accident or theft during your journey (or within 7 days before you leave), the motor breakdown service must be called as soon as possible on:
Outside your home country: +44 (0) 1206 714 335.
Within your home country: 01206 714 335.
If you are deaf, hard of hearing, or speech impaired, please send a text message containing your full name, policy number, vehicle registration, and policy postcode to 07537 404890.
Please have the following information ready to provide to our rescue co-ordinator:
A return telephone number
A policy number and vehicle registration
The precise location of the vehicle (or as accurate as possible in the circumstances).
Once they have taken the details and made all the arrangements they will be in contact to advise which recovery operator will be attending and how long they are expected to take. Where possible, please ensure a mobile phone is available to accept calls at all times.
Someone must be with the vehicle when the recovery operator arrives. If it is unsafe to do so, please inform our rescue co-ordinator who will make the necessary arrangements.
In the event of a breakdown on a motorway where there is no means of contacting us or are unaware of the location, use the nearest SOS box and advise the Emergency Services of our telephone number, they will then contact us to arrange assistance. Likewise, if the Police or Highways Agency are present at the scene, please provide them with our telephone number.
We aim to provide a high standard of service. Please telephone us if you feel we have not achieved this and we will do our best to rectify the problem immediately. Any complaint you have regarding your policy should be addressed to Call Assist Ltd using any of the options below.
Mail: Axis Court, North Station Road, Colchester, Essex CO1 1UX
Email: customerservices@call-assist.co.uk
Telephone: 01206 771788
Please include the details of your policy and in particular your policy number, to help your enquiry to be dealt with efficiently.
We promise to:
If you remain dissatisfied with our final decision or if you have not received our final decision within 8 weeks of us receiving your complaint, short of court action, you may be entitled to ask The Financial Ombudsman Service to review your case. The right to apply to the Ombudsman must be exercised within six months of the date of the Company's final decision. If you do not refer your complaint within six months of our final decision
The Financial Ombudsman Service will not have our permission to review your case and will only be able to do so in limited circumstances, such as if the delay was due to exceptional circumstances.
The Financial Ombudsman Service can be contacted at the following address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Or telephone: 0800 023 4567 (free from landlines)
Or call: 0300 123 9123 (free from some mobile phones)
Email: complaint.info@financialombudsman.org.uk
For further information, you can also visit the Financial Ombudsman website
Following the complaints procedure does not affect your rights to take legal proceedings.
Free Spirit covers all types of cruises on both Single Trip and Annual Multi-trip policies, including UK cruises, Caribbean cruises, Mediterranean cruises and short break cruises.
If you are visiting multiple countries on your cruise, please make sure you select the correct geographical area when getting a quote.
If there is a change of destination or additional duration please call us and we can update your policy. This may incur an appropriate additional premium that we will need to collect from you. However, we do not charge administration fees for any changes to a policy.
Extension requests will be considered but cannot be guaranteed:
Trip extensions:
– if you decide you wish to extend your trip whilst overseas
– if you are unable to return home from your trip as planned
– travel disruption caused by a contagious disease
Subject to Underwriters agreement, we can extend a Single Trip policy at your request. This is providing you let us know before the expiration date of the policy and that at the time of the request you do not intend to make a claim.
Please note – this is subject to the total trip duration including the extended period not exceeding 115 days (45 days if aged 76 years or over), which is the maximum trip duration of the Single Trip policy. You will be advised of the additional premium at the time of the request.
Please contact us on 02392 419 080 to discuss your requirements.
Your medical information and the medical questions we ask you can change, so we aren’t able to transfer your medical information to a new policy. We will need to ask you for some information again to make sure your policy is correct and valid in case you need to make a claim.
No, Free Spirit only covers round trips that start and end in the United Kingdom, Channel Islands or the Isle of Man. Alternatively, the trip may start from a Ministry of defence base or location, so long as it holds a recognised British Forces Post Office address.
However, please contact us on 02392 419 080 as we may be able to offer a different policy.
The geographical areas you can travel to on a single trip policy are as follows:
United Kingdom – England, Wales, Scotland, Northern Ireland and Isle of Man.
Europe – Albania, Andorra, Austria, the Azores, Belgium, Balearics, Bosnia-Herzegovina, Bulgaria, Canary Islands, Corsica, Croatia,
Cyprus, Czech Republic, Denmark (and the Faroe Islands), Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland,
Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Monaco, Montenegro, Morocco, Netherlands, Norway, Poland,
Portugal, Republic of Ireland, Romania, Russia (west of the Ural mountains), San Marino, Sicily, Slovak Republic, Slovenia, Spain,
Sweden. Switzerland, Tunisia and Turkey.
Australia & New Zealand – Australia, including Territory of Cocos (Keeling Islands, The Territory of Christmas Island, Norfolk Island
and Lord Howe Island) and New Zealand, including the Cook Islands, Niue and Tokelau (including up to 48 hours stopover in a
country within a Worldwide area).
Worldwide – excluding Canada, Caribbean, China, Hong Kong, USA, Afghanistan, Cuba, Iran, Liberia, North Korea and Sudan but
including Egypt and Israel.
Worldwide – including Canada, Caribbean, China, Hong Kong, USA but excluding Afghanistan, Cuba, Iran, Liberia, North Korea
and Sudan.
Do be aware that you will not be covered if you travel outside the area you have chosen, as shown on your policy schedule.
Yes, in fact some features on our policy are specifically for travel within the UK. For example, you will benefit from up to £10,000 for indirect medical costs if you are injured or fall ill while away.
The maximum duration of any single trip is 115 days (although for persons aged 76 years and over the maximum duration is 45 days). If you are travelling for longer than 45 days and you are aged 76 or over, please call us on 02392 419 080.
No upper age limit for most destinations on Single Trip cover.
The start date of your policy should be the day that you leave home. Your end date should be the date you return home. Although, this could be a different day to the day you leave your holiday destination so do ensure your policy covers you and your party for the entirety of your scheduled return journey.
Cancellation cover starts on the date you purchase your policy so even if your holiday/trip is some time away, you will be covered for cancellation until the day your trip starts. For this reason, it is beneficial to purchase a travel insurance policy as soon as you have booked your travel.
Under all other areas of cover, it initiates when you leave your home and ends when you return home.
Cancellation cover Insurance begins on the date you choose to start your policy. If you already have a trip booked and you want to be covered immediately, you should select today’s date. You can choose to start your policy later (up to 31 days from today’s date) but there would not be any cancellation cover between now and the start date you choose.
No upper age limit for most destinations on Annual Multi-trip cover.
You can travel as often as you like within the 12 month period. There is a limit of 32 days (Standard Cover and Super Cover) and 45 days (Super Duper Cover) for any one trip.
Yes, your cover applies not only in your chosen geographical area, but also in the UK for trips but must include at least 1 nights’ booked accommodation.
In fact, some features on our policy are included with domestic travel in mind. For example, up to £10,000 cover is available for indirect medical costs if you are injured or fall ill while away.
You will not be covered if you travel outside the area you have chosen, as shown on your Policy Schedule.
•United Kingdom (England, Wales, Scotland, Northern Ireland, the Channel Islands and the Isle of Man).
• Europe: Albania, Andorra, Austria, the Azores, Belgium, Balearics, Bosnia-Herzegovina, Bulgaria, Canary Islands, Corsica, Croatia, Cyprus, Czech Republic, Denmark (and the Faroe Islands), Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Monaco, Montenegro, Morocco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Russia (west of the Ural mountains), San Marino, Sicily, Slovak Republic, Slovenia, Spain, Sweden. Switzerland, Tunisia, and Turkey.
• Australia & New Zealand: Australia, including the Territory of Cocos (Keeling Islands, The Territory of Christmas Island, Norfolk Island, and Lord Howe Island) and New Zealand, including the Cook Islands, Niue, and Tokelau (including up to 48 hours stopover in a country within a Worldwide area).
• Worldwide - excluding: Canada, Caribbean, China, Hong Kong, USA, Afghanistan, Cuba, Iran, Liberia, North Korea, and Sudan but including Egypt and Israel.
• Worldwide - including Canada, the Caribbean, China, Hong Kong, USA but excluding Afghanistan, Cuba, Iran, Liberia, North Korea, and Sudan.
We are not able to extend the Annual Multi-trip policy. The maximum duration for any one trip is 32 days (Standard Cover and Super Cover) and 45 days (Super Duper Cover).
If you exceed the maximum trip duration, any claims during your holiday will not be covered.
If you have Annual Multi-trip cover, we will contact you prior to the expiry of the period of insurance as shown on your Policy Schedule. We will give you at least 21 days written notice before the expiry date.
On receipt of the reminder, we will ask you to complete a new application as we need to make sure that your details are based on your health at the time of taking out a new policy for the next 12 months.
No. Adults may travel independently but children under 18 years of age must be accompanied by an insured adult.
Healix Medical Assistance Services
Tel: +44 (0)208 608 4227 (this is a basic rate number)
Email: internationalhealthcare@healix.com
You should first call an ambulance using the local equivalent of a 999 number. If you are travelling within the European Union you should dial 112.
You should then, where possible, contact Healix Medical Assistance Services who are available 24 hours a day, all year round.
You have the reassurance of knowing that worldwide medical advice and help is just a phone call away. (For more information see pages 14 to 15).
If you are asked to pay a small bill for medicines and/or outpatient treatment it is often easier to settle your bill direct, keep all receipts and claim for the costs incurred on your return home.
If you are admitted as an inpatient, or you require outpatient treatment which is likely to exceed £500, then you must contact the 24 hour Medical Emergency Assistance prior to receiving treatment.
If an item you took on holiday, personal money or your travel documents get lost or stolen you must notify the police as soon as possible and obtain a written report and reference number from them. You also need to report the loss/theft to your tour operator’s representative or hotel/accommodation manager and (if possible) get a written report.
You should wait until you return home to make a claim. Full details on how to make a claim and what supporting documentation you need are also shown in your Insurance Policy.
Our claims handling team aim to resolve your claim as quickly as possible. It is important that you provide all the information you are asked at the time of claim to prevent any delays.
Yes. The security of your personal information and payment details is of utmost importance to us. We use 128-bit encrypted SSL to help keep all of your data safe.
You can pay by debit or credit card. We accept Mastercard and Visa. The payment will show on your statement as ‘P J Hayman'.
Once you have purchased your policy, you will receive an email from Free Spirit with instructions on how to access your policy documents.
Please note – if you have not received your email after a few hours, please check your spam email.
Please ensure you have set up an account. If you have not already done this, you can create an account by clicking this link. You will need to provide your first name and last name, date of birth and email in order to activate your account.
Please note, please ensure you use the same details to create your account that you used when obtaining a quote and purchasing your policy online.
If you are not completely satisfied with the cover provided and have not already travelled and are not making or intend to make a claim, you may cancel your policy within 14 days of purchase and we will refund your full premium.
Tel: +44 (0)208 608 4227 (this is a basic rate number)
Email: internationalhealthcare@healix.com
You should first call an ambulance using the local equivalent of a 999 number. If you are travelling within the European Union you
should dial 112.
You should then, where possible, contact Healix Medical Assistance Services who are available 24 hours a day, all year round.
You have the reassurance of knowing that worldwide medical advice and help is just a phone call away. (For more information see
pages 14 to 15).
To make a claim, please ensure you contact the relevant claims handler. (For more information see pages 18 to 19).
Roger Rich & Company Part of the Claims Consortium Group
Call: +44 (0)1608 641351 (this is a basic rate number)
Monday - Friday 9 am-5:30 pm
Email: freespirit@claimsconsortiumgroup.co.uk
Write to: Travel Claims, Roger Rich & Company, 2a Marston House, Cromwell Park, Chipping Norton, Oxfordshire OX7 5SR
Call: +44 (0)1865 745566 (this is a basic rate number)
Email: claims@theoxfordclaimscompany.co.uk
Visit the Oxford Claims Company website.
Our aim is to provide you with a high-quality service at all times, although we do appreciate that there may be instances where you feel it is necessary to make a complaint. If you do wish to complain, please note the 3 steps below, along with the relevant contact details for each step. Please take special note however that should you wish to direct your complaint directly to Lloyd's in the first instance, you may do so by using the contact information referenced in step 2 below.
In the first instance, if your complaint does not relate to a claim please direct it to:
P J Hayman & Company Limited, Stansted House, Rowlands Castle, Hampshire PO9 6DX
Tel: 02392 419 833 (this is a basic rate number)
Email: customerservices@pjhayman.com
If your complaint does relate to a claim, please direct it to:
Roger Rich & Company Part of the Claims Consortium Group, 2a Marston House, Cromwell Park, Chipping Norton, Oxfordshire OX7 5SR
Tel: 01608 641351 (this is a basic rate number)
Email: ComplaintsTPA@Claimsconsortiumgroup.co.uk
Should you remain dissatisfied with the outcome of your complaint from P J Hayman & Company Limited or Roger Rich & Company
Part of the Claims Consortium Group you may refer your complaint to Lloyd's. Lloyd's contact information is:
Complaints at Lloyd's, Fidentia House, Walter Burke Way, Chatham Maritime, Kent ME4 4RN
Tel: +44 (0)20 7327 5693 (this is a basic rate number)
Email: complaints@lloyds.com
Details of Lloyd's complaints procedure are set out in a leaflet "Your Complaint - How We Can Help", which is available on their website. Alternatively, you may ask Lloyd's for a hard copy.
If you remain dissatisfied after Lloyd's has considered your complaint, you may have the right to refer your complaint to an alternative dispute resolution (ADR) body.
If you live in England, Scotland, Wales or Northern Ireland, the contact information is:
Financial Ombudsman Service, Exchange Tower, London E14 9SR
Telephone: 0800 0234 567 (calls to this number are free on mobile phones and landlines)
Or call: 0300 1239 123 (calls to this number cost no more than calls to 01 and 02 numbers)
The policy documents below are valid for policies purchased from 1st April 2025.
The documents below are valid to policies purchased from July 2023. For any questions relating to prior policies, please call us on 02392 419 050.
In the event of any circumstances or incidents which could give rise to a claim under this Insurance, the Insured will: -
i) give notice immediately on becoming aware of any circumstance or incident.
ii) confirm the facts in writing as soon as possible, with as much information as is available.
iii) make no admission of liability or promise of payment without the prior written consent of Underwriters or their appointed representatives.
iv) take all steps to minimise or avoid any loss hereunder and act upon the instructions of Underwriters or their representatives.
v) provide Underwriters or their appointed representatives with: -
a. all necessary assistance in a timely manner.
b. all information requested.
c. all documentation and records necessary to evaluate and establish indemnity hereunder.
d. copies or extracts of any documents that may be required by Underwriters or their appointed representatives. without expense to Underwriters.
vi) not include the premium or any costs incurred in the preparation of any claim made under this Insurance.
vii) forward immediately to Underwriters or their representatives any letter, writ, or other documentation received in connection with any claim made under this Insurance.
viii) disclose any other insurance effected by or on behalf of the Insured covering all or any part of the same Insured Trip.
ix) in the event of loss or damage by theft or dishonesty give immediate notice to the police and keep record of same with the appropriate police reference attached.
We may be able to, provided the extended period does not mean you exceed the maximum trip duration your policy will allow, and:
Please contact the sales team to discuss this further on +44 (0) 2392 419 011 (lines open Monday to Friday 9am to 5pm GMT, closed Bank Holidays).
Please ensure you contact us prior to your cover expiring as we cannot extend an expired policy.
Please Note: Extension requests cannot be accepted by voicemail or email.
Yes, the policy allows you to return home for up to two visits, each up to a maximum of 21 days per visit during the policy period if buying the ‘Standard’ or ‘Longstay’ cover, or up to four visits, each up to a maximum of 31 days per visit during the policy period if buying the ‘Longstay PLUS’ cover.
Please note, cover is suspended during the period at home.
Your policy is underwritten by: Endurance Worldwide Insurance Limited, a wholly owned subsidiary of Sompo International Holdings Ltd. Registered in England and Wales, registration number 04413524, home state, United Kingdom. Registered Office: 2 Minister Court, 1st Floor, Mincing Lane, London, EC3R 7BB. Endurance Worldwide Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulatory Authority under registration number 219654. This can be found on the Financial Services Register at www.fca.org.uk
Gadget Cover is administered by: Bastion Insurance Services Ltd and underwritten 100% by Collinson Insurance.
Collinson Insurance (a trading name of Astrenska Insurance Limited) is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority in the United Kingdom, under Firm Reference Number 202846.
Your policy is arranged by:
This policy is arranged and administered by PJ Hayman & Company Limited. Registered in England. Registered No. 2534965. Registered Office: Stansted House, Rowlands Castle, Hampshire PO9 6DX. P J Hayman & Company Limited are authorised and regulated by the Financial Conduct Authority. Register number 497103.
The EHIC allows you to access state provided healthcare in all European Economic Area (EEA) countries and Switzerland. Your EHIC will be accepted for the remainder of its validity. If you do not have a valid EHIC you will need to apply for a GHIC.
For more information read our blog on the topic. To apply for your GHIC visit the GHIC website or call: 0300 330 1350.
Presenting your EHIC/GHIC at a public medical facility will allow you to obtain treatment at a reduced cost and in many cases free of charge, provided you are a UK or BFPO resident (please note if you reside in the Isle of Man or the Channel Islands you are not eligible for an EHIC/GHIC). You must carry it with you when travelling abroad. Remember to check your EHIC/GHIC is still valid before you travel.
If you are travelling outside the EEA then there are some countries that have reciprocal agreements with the UK and these can be found on the NHS website.
Yes. Please send us a message with your policy number (if known), the lead name and the address (for verification) and we will then resend the policy.
You are covered for Emergency Medical Expenses if you fall ill with COVID-19 whilst on your trip. This includes cover for any reasonable accommodation and/or travelling expenses as well as the cost of any necessary repatriation expenses to the UK.
This cover is not provided, however, where you have travelled against the advice of the Foreign, Commonwealth and Development Office (FCDO) or against medical advice.
What you are not covered for:
Your medical information and the medical questions we ask you can change, so we aren’t able to transfer your medical information to a new policy. We will need to ask you for some information again to make sure your policy is correct and valid in case you need to make a claim.
Yes, you can select the ‘Excess waiver’ option during the quote process, by paying an additional premium. The standard excess will then be reduced to ‘nil’.
Note: the excess would still apply for Gadget cover and where any additional excess has been imposed following a call to declare a medical condition.
Longstay & Backpacker includes a wide range of sports and work activities that are automatically covered as standard (Activity Pack 1).
Others (Activity Packs 2- 4) may be covered on payment of an additional premium.
Please view all sports and activities covered in the policy document on pages 28-31. If you wish to take part in an activity not shown in the Activity Packs, please contact us on 02392 419 044, as we may still be able to provide cover.
Longstay Travel Insurance has a 24 hour medical emergency and repatriation service provided by Healix Medical Assistance.
Tel. +44 (0)208 608 4254
Further details of this service are shown in your Insurance Policy.
Staff are on call 24 hours a day throughout the year. They will, when necessary, guarantee medical bills and arrange repatriation if required.
If you are asked to pay a small bill for medicines and/or outpatient treatment it is often easier to settle your bill direct, keep all receipts and claim for the costs incurred on your return home. It is very important to obtain an itemised receipt for any monies paid for medical treatment.
If you are admitted as an inpatient or outpatient treatment is likely to exceed £500, then you must contact the 24 hour Medical Emergency Assistance Service as soon as possible. They will then arrange for medical expenses covered by the policy to be paid direct to the hospital/clinic.
See the claims section for details.
Full details of what you need to do to make a claim are also shown in your Insurance Policy.
Please note: You will be expected to follow the claims procedure shown in your Insurance Policy and to substantiate your claim by providing supporting documents.
You can pay by debit or credit card. We accept Mastercard and Visa.
Yes. The security of your personal information and payment details is of utmost importance to us. We use 128-bit encrypted SSL to help keep all of your data safe.
Policy documents will be available to download upon completion of purchase. They can also be accessed via the customer portal. Instructions on how to set this up will be emailed to the lead traveller once the policy is purchased.
Yes, you should print a copy of your Schedule and Policy Documents and carry them with you.
The Policy Document 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.
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 that you have not already travelled and are not making a claim, your premium will be refunded in full.
For Medical Emergencies:
Call the medical assistance number: +44 (0)208 608 4254, 24 hours a day, 7 days a week, 365 days a year, from anywhere in the world.
For non-emergency cases, visits to doctors, hospital outpatients, or pharmacies you must keep and provide us with all (original) receipts accounts and medical certificates.
This is a travel insurance policy and not private medical insurance. This means there is no cover for any medical expenses incurred in private medical facilities if we have confirmed that medically capable public facilities are available.
Claims for canellation, delayed departure or personal possessions
Telephone P J Hayman & Company Limited: +44 (0)2392 419 866 (open Monday to Friday 9am-5pm)
Gadget Cover
Please notify the claims handler as soon as possible but ideally within 48 hours of your return to the UK.
Telephone: +44 (0)1865 745566
Email: claims@theoxfordclaimscompany.co.uk
To log a claim, please visit the Oxford Claims Company website.
If you have any questions or concerns about the insurance or the handling of a claim you should, in the first instance, contact your Scheme Administrator:
Compliance Manager
PJ Hayman & Company Limited
Stansted House
Rowlands Castle
Hampshire
PO9 6DX
Email: customerservices@pjhayman.com
If your complaint relates to the Gadget Cover:
Tel: 01865 745566
Email: complaints@theoxfordclaimscompany.co.uk
Address: The Oxford Claims Company, Temple Court Mews, 109 Oxford Road, Oxford, OX4 2ER
We will aim to resolve your concerns within three (3) business days, following receipt of your complaint. A written Summary Resolution Communication will be provided to you if the complaint is resolved to your satisfaction.
In the unlikely event that you remain dissatisfied, you may be entitled to refer the matter to the Financial Ombudsman Service, free of charge.
If your complaint cannot be resolved within three (3) business days we will send you an acknowledgement letter to explain that your complaint has been escalated to the Head of Compliance, who will investigate your complaint and keep you informed throughout the process.
We will investigate your complaint and provide one of the following within eight (8) weeks of receipt of your complaint:
Referring to the Financial Ombudsman Service:
Should you remain dissatisfied with the outcome of our investigation or we are unable to conclude our investigation within eight (8) weeks, you may be able to refer your complaint to the Financial Ombudsman Service (*if eligible), provided you do so within six (6) months of the date of the Final Response.
The contact details for the Financial Ombudsman are:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR
Customer Helpline: 0800 023 4567 or 0300 123 9 123
Email: complaint.info@financialombudsman.org.uk
Visit the financial ombudsman website
* The Financial Ombudsman Service may not be able to consider a complaint if you have not provided us with the opportunity to resolve it first, or if you are:
You can top up your main travel insurance policy by up to £50,000 per person (up to £15,000 per person if aged 75-79 and £10,000 if aged 80-85), provided each person is on the same booking. The overall limit per policy is £100,000.
If you require cover above these limits, please click here for details of an alternative policy – High-Value Travel Cancellation Insurance.
You must have at least £1,000 of cover per person on your main travel insurance policy. It doesn’t matter how high the cover is.
Yes, you must have an existing travel insurance policy in place before you can top up.
Learn how Top Up My Cover works to ‘top up’ your existing insurance.
There is a waiting period of 7 days from the time that you take out your policy. If anything occurs in this period, or you are aware of anything that could give rise to a claim prior to taking out your Top Up Cancellation policy, you will not be covered.
You will need to check what the total cancellation cover is. Most policies will provide cover per person. So, if you have £3,000 per person and there are two adults and two children covered you will have £12,000 total cover. If your total trip cost is £18,000 then you would need a Top Up of £1,500 per person.
Endurance Worldwide Insurance Limited are the underwriters for Top Up My Cover Cancellation. They are a wholly owned subsidiary of Sompo International Holdings Ltd. Endurance Worldwide Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.
This can be checked on the Financial Services Register by visiting www.fca.org.uk.
Top Up My Cover Cancellation only pays after a valid claim has been made on your main travel insurance policy so we will not ask you about any pre-existing medical conditions. However, you should always make sure that you have made a full declaration to the insurers of your main travel insurance policy to ensure that you are covered with them.
Any change will need to be referred to insurers. Please call us on 02392 419 882 to discuss.
In order to have a joint policy, you must be on the same main insurance policy. If you have seperate insurances you wish you top up, you must have seperate top up policies.
You will not be able to claim under your Top Up policy as it only pays out once your main policy has settled a claim up to the policy limit.
You should notify insurers of your intention to make a claim within 31 days following the settlement date of your claim under your main travel insurance policy.
You have no further need of the Top Up cover which was there in case you needed to make a claim for the full cost of your trip.
You can pay by debit or credit card. We accept Mastercard and Visa.
Once you have purchased your policy, you will receive an email with instructions on how to access your policy documents via a secure online customer portal.
Please note – if you have not received your email after a few hours, please check your spam email folder.
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 that you have not already travelled and are not making a claim.
If you require a claim form, please contact our claims administrators at:
Claims Department,
PJ Hayman & Company Limited Stansted House,
Rowlands Castle,
Hampshire PO9 6DX
Telephone: 02392 419 045
Email: claims@pjhayman.com
Please quote Top Up My Cover Cancellation Insurance on any correspondence.
We are dedicated to providing you with a high-quality service and want to ensure that this is always maintained. If you feel that we have not offered a first-class service or have any questions or concerns about this Policy or the handling of your claim please contact us, quoting Agreement Reference Number B6151PJH2023 and we will do our best to resolve the problem.
If you have any questions or concerns about the insurance or the handling of a claim you should, in the first instance, contact your Scheme Administrator:
Compliance Manager
PJ Hayman & Company Limited
Stansted House
Rowlands Castle
Hampshire
PO9 6DX
Email: customerservices@pjhayman.com
We will aim to resolve your concerns within three (3) business days, following receipt of your complaint. A written Summary Resolution Communication will be provided to you if the complaint is resolved to your satisfaction.
In the unlikely event that you remain dissatisfied, you may be entitled to refer the matter to the Financial Ombudsman Service, free of charge.
If your complaint cannot be resolved within three (3) business days we will send you an acknowledgement letter to explain that your complaint has been escalated to the Head of Compliance, who will investigate your complaint and keep you informed throughout the process.
We will investigate your complaint and provide one of the following within eight (8) weeks of receipt of your complaint:
Referring to the Financial Ombudsman Service:
Should you remain dissatisfied with the outcome of our investigation or we are unable to conclude our investigation within eight (8) weeks, you may be able to refer your complaint to the Financial Ombudsman Service (*if eligible), provided you do so within six (6) months of the date of the Final Response.
The contact details for the Financial Ombudsman are:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR
Customer Helpline: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financialombudsman.org.uk
Visit the Financial Ombudsman website.
The Financial Ombudsman Service may not be able to consider a complaint if you have not provided us with the opportunity to resolve it first, or if you are:
The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The complaints handling arrangements above are without prejudice to your rights in law.
Cover Sections A-M and Cover Sections O & P
These sections of the insurance are underwritten 100% by Lloyd's Syndicate 4444 which is managed by Canopius Managing Agents Limited. Registered Office: Canopius Managing Agents Limited, Floor 29, 22 Bishopsgate, London EC2N 4BQ. Registered in England no. 01514453.
Canopius Managing Agents Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Firm Reference: 204847.
Cover Section N – Gadget Cover
This section of the insurance is administered by Bastion Insurance Services Ltd and underwritten 100% by Collinson Insurance. Collinson Insurance (a trading name of Astrenska Insurance Limited) is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority in the United Kingdom, under Firm Reference Number 202846.
Please see the Insurance Policy for full Insurer details.
The EHIC allows you to access state provided healthcare in all European Economic Area (EEA) countries and Switzerland. Your EHIC will be accepted for the remainder of its validity.
From 4th January 2021, if you do not have a valid EHIC you will need to apply for a GHIC but please be aware that the GHIC does not cover Switzerland, Iceland, Liechtenstein or Norway.
For more information read our blog on the topic. To apply for your GHIC: online at www.dh.gov.uk/travellers or by telephoning 0845 606 2030.
Presenting your EHIC/GHIC at a public medical facility will allow you to obtain treatment at a reduced cost and in many cases free of charge, provided you are a UK resident (please note if you reside in the Isle of Man or the Channel Islands you are not eligible for an EHIC/GHIC). You must carry it with you when travelling abroad.
Remember to check your EHIC/GHIC is still valid before you travel.
If travel to a specific country or to an area where the Foreign, Commonwealth & Development Office (FCDO) advised against all travel at the time you purchased your policy or booked your trip (whichever is later).
Yes. Please email us at contact@travelpluscover.co.uk with your policy number (if known), the lead name and the address (for verification) and we will then resend the policy.
Your medical information and the medical questions we ask you can change, so we aren’t able to transfer your medical information to a new policy. We will need to ask you for some information again to make sure your policy is correct and valid in case you need to make a claim.
You must be: 75 years or under on the date you purchase your policy.
If you are aged over 75, please call us on 02392 419 044. Alternatively, you can get a quote online via our Free Spirit product that has no upper age limit.
The maximum duration of any single trip is 94 days. If you require cover for longer periods, please contact P J Hayman & Company Limited on 02392 419 044. Alternatively, you can get a quote online via our Longstay product that provides cover for single trip travel for periods up to 18 months.
We may be able to extend an individual trip duration providing you let us know before your policy expires. Please note, we can only consider this if your existing trip duration (including the extended period) has not exceeded 94 days and at the time of requesting the extension, you are not intending to make a claim. An additional premium may be required.
If you are making several trips a year, Annual Multi-trip cover is usually 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 35 days on Premier or 60 days on Premier Plus (35 days if you are aged 70 years or over on the date the cover commences).
Cover for Winter Sports can be included for an additional premium. For details, see the summary of cover under section O.
75 years or under on the date cover commences for either Premier or Premier Plus cover.
If you are aged over 75 and require Annual Multi-trip cover, please call us on 02392 419 044. Alternatively, you can get a quote online via our Free Spirit product that has no upper age limit.
The Annual Multi-trip policy will cover you for an unlimited number of trips in a 12 month period, each up to a maximum of 35 days on Premier or 60 days on Premier Plus (35 days if you are aged 70 years and over on the date cover commences).
Children can travel independently from other adult insured persons if they are under the age of 18 years and have the permission of their parent and/or guardian and are accompanied by a responsible adult e.g. on a school trip.
Note: we cannot cover unaccompanied children.
If you are making several trips a year, Annual Multi-trip cover is usually 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 35 days on Premier or 60 days on Premier Plus (35 days if you are aged 70 years or over on the date the cover commences).
Winter Sports cover is included automatically on Premier (up to a maximum of 21 days in any one period of insurance) and Premier Plus (up to a maximum of 45 days in any one period of insurance). For details, see the summary of cover under section O.
The Travel Plus policy has a 24 hour medical emergency and repatriation service provided by:
Travel Plus – 24-hour Medical Emergency Assistance Service.
In the event of a medical emergency you must contact the medical emergency assistance service on:
+44 (0) 203 869 1108
Further details of this service are shown in your Insurance Policy.
Staff are on call 24 hours a day throughout the year. They will, when necessary, guarantee medical bills and arrange repatriation if required.
If you are asked to pay a small bill for medicines and/or outpatient treatment it is often easier to settle your bill direct, keep all receipts and claim for the costs incurred on your return home. If you are admitted as an inpatient, then you must contact the 24-hour Medical Emergency Service as soon as possible. They will then arrange for those medical expenses covered by the policy to be paid directly to the hospital/clinic. Please refer to your policy wording for full details.
Click here for details.
Full details of what you need to do to make a claim are also shown in your Insurance Policy.
Please note: You will be expected to follow the claims procedure shown in your Insurance Policy and to substantiate your claim by providing supporting documents.
We aim to provide a first-class claims service and respond within 5 working days of receipt of correspondence.
You can pay by debit or credit card. We accept Mastercard and Visa.
Yes. The security of your personal information and payment details is of utmost importance to us. We use 128-bit encrypted SSL to help keep all of your data safe.
Healix Medical Assistance Services are available on +44 (0) 203 869 1108. Their email is internationalhealthcare@healix.com.
When contacting them, please quote 'Travel Plus Insurance'.
The service is open 24 hours a day, 365 days a year. The call operators are highly trained and can advise on all aspects of assistance, making arrangements for hospital admission, repatriation and medical expenses.
Each operator is a medical specialist who can liaise with doctors and arrange repatriation if medically necessary.
Please have the following information available when you (or someone on your behalf) contact the Medical Emergency Assistance Company so that your case can be dealt with swiftly and efficiently:
• Your name and address;
• Your contact phone number abroad including the hospital and treating doctor's details;
• Your policy number shown on your Policy Schedule; and
• The name, address and contact phone number of your GP.
Cover Sections A-M and Cover Section O:
Please contact the claims handler within 31 days of returning home:
Travel Claims,
Roger Rich & Company,
2a Marston House,
Cromwell Park,
Chipping Norton,
Oxfordshire OX7 5SR
Telephone: +44 (0)1608 641 351
Email: claims@rogerrich.co.uk
Gadget Cover (Section N):
Please notify the claims handler as soon as possible but ideally within 48 hours of your return to the UK.
Telephone: +44 (0)1865 745566
Email: claims@theoxfordclaimscompany.co.uk
To log a claim, please visit the Oxford Claims Company website.
If you still need assistance, please get in touch with us either by emailing us at: direct.sales@pjhayman.com, or phone: 02392 419070.
