Frequently Asked Questions
PRE-EXISTING MEDICAL CONDITIONS
Q1. What is a pre-existing medical condition?
A1. A Pre-existing medical condition is a medical condition where You; or any other person on whom the Insured persons trip depend, (including a Relative, travelling companion or Close Business Associate) have:
- a pre-existing condition that could force You to cancel or cut short Your trip;
- been admitted as an inpatient in hospital in the last 24 months;
- ever suffered from, or received any form of medical advice, treatment or medication for: a stroke; any form of cancer, leukaemia or tumour; a transplant; any heart problems; dialysis or diabetes; any blood disorder, breathing or respiratory problems; pyschiatric illness or dementia.
Q2. Do I have to declare the pre-existing health conditions of my close relatives or business associates?
A2. No. However, please be aware that for a close relative or business associate whose health may affect the trip, if at the time of taking this insurance, or booking the trip if this was later, they had a medical condition for which he or she;
- was receiving treatment at a hospital, other than where they go to hospital for check-ups for a stable condition, at regular intervals, which have been arranged beforehand
- was waiting for a hospital consultation or treatment, other than where they go to hospital for check-ups for a stable condition, at regular intervals, which have been arranged beforehand
- had been given a terminal prognosis, or been told that their condition is likely to get worse in the next 12 months
Q3. If I have, or I know of, a pre-existing medical condition concerning the health of myself, my relatives, travelling companions or anyone else whose ill health would force me to cancel or cut short my trip, can I still buy a travel insurance policy?
A3. Yes, but there will be no cover under the Cancellation & Curtailment, Medical & Treatment Expenses or Ski Pack sections of your policy for any claims relating to the pre-existing medical condition unless (where necessary) you have gone through the Medical Screening process and we have agreed to provide cover.
Q4. Is it possible for the policy to include a pre-existing medical condition?
A4. If you cannot agree to the Declaration you must go through the Medical Screening process. If you do not do this, your claim may not be met.
Important Note: If as a result of your pre-existing medical condition we are unable to provide cover under Adrenaline Travel Insurance, an alternative product may be offered to you.
RESIDENCY
Q5. Can I buy a travel insurance policy if I do not live in the UK or Northern or Southern Ireland?
A5. Adrenaline Travel Insurance will not be able to meet your needs if you live over seas however an alternative product may be available, please call 0845 260 1574.
AGE LIMITS
Q6. What are the age limits under the single trip or annual policies you offer?
A6. There is no upper age limit for single trip policies however a limit of 74 yrs applies to Annual Multi trip policies.
ANNUAL POLICIES
Q7. Can children in full time education be covered under a "Family Rated" annual policy?
A7. Yes, children under 23 on the date that cover commences, living at home and in full-time education can be covered.
CONNECTING FLIGHTS
Q8. If my initial outbound or inbound flight is delayed, which results in me missing my connecting flight, am I covered under this policy?
A8. No, this policy does not cover missed connecting flights.
PARTICIPATION IN SPORTS & LEISURE ACTIVITIES WHILST YOU ARE AWAY
Q9. Is there any cover under the policy for any leisure or sports activities I may participate in during my trip?
A9. Yes, providing you have declared and paid the premium for the level of activity you will be participating in.
However if you are taking part in an activity which is not listed in the policy booklet you must contact us on 0845 260 1574.
PAYMENT PROBLEMS
Q10. I am trying to buy my travel insurance policy on the website, but it will not accept my debit/credit card, what should I do?
A10. During busy periods we sometimes experience a few problems. You can pay online using a Visa, Mastercard, Switch/Maestro or Delta card. Please check that your credit/debit card is a card which is accepted on our site. If it is a valid card, please re-try buying the policy. If you continue to be unsuccessful, please contact us on 0845 260 1574.
NON-RECEIPT OF YOUR POLICY DOCUMENTS
Q11. I have booked my travel insurance policy on the internet, but cannot download my policy documents, what do I do?
A11. Please contact us on 0845 260 1574 requesting a policy wording to be printed and sent to you via the post. If you would prefer to email us, please ensure you quote your policy number and date you purchased the policy in your email request.
CANCELLING A POLICY
Q12. I want to cancel my policy, what should I do?
A12. If after reading the policy booklet, this insurance does not meet with your requirements, you can cancel this policy within 14 days from the date you receive the policy wording and policy schedule. We will then refund your premium in full. We will not refund your premium after the 14-day period. If you have a single-trip policy, we will only refund your premium if the period from the date we issue the policy until your scheduled return date home is greater than 28 days. If you want to cancel your policy, you should contact us on 0845 260 1574.
MAKING A CLAIM
Q13. Is there a time limit for making a claim under the policy?
A13. No, Please call us on 0845 122 3280 (+44 23 8031 2323) and ask for a claim form as soon as possible after an event which you may want to claim for.
Q14. How do I make a claim under my policy?
A14. In the unfortunate event that you have to use your Adrenaline Travel Insurance policy, please call the claims line on 0845 122 3280. The claims line is open 24 hours a day, 365 days a year. If you have a medical emergency while on holiday, call Assistance international on +44 (0)2380 644 633.