FAQ

Am I covered if I am pregnant?

Yes, cover is provided for complications of pregnancy. Please refer to the definition of pregancy in the policy wording.

What is a policy Excess?

Most sections of the policy carry an Excess. You have agreed to pay towards a claim under each section of the policy. The amount may vary depending on the level of cover you have chosen. It is applicable per person per section. The Excess will be reduced to NIL if you have used an EHIC (Formally E111) to reduce your medical expenses bill.

What is a Pre-existing Medical Condition?

1. Any past of current Medical Condition that has given rise to symptoms or for which any form of treatment or prescribed medication, medical consultation, investigation or follow up/check-up has been required or received during the 12 months prior to the commencement of cover under the policy and/or prior to any Trip and
2. any cardiovascular or circulatory condition (e.g. heart condition, hypertension, blood clots, raised cholesterol, stroke, aneurysm) that has occurred at any time prior to the commencement of cover under the policy and/or prior to any Trip.

If you have any pre-existing medical conditions please call 0843 658 0306 to assess if you are eligible to obtain full cover for the condition(s) disclosed.

For more information, please refer to the "Important Conditions Relating To Health" section of the policy wording

How do I make a claim?

To Claim, phone Our Claims Helpline on 0842 658 0308 and ask for a claim form.

All claims must be submitted on a claim form, within 45 days of Your return, accompanied by original invoices, receipts, reports, etc. Please refer to the relevant Section of Your policy for specific conditions and details of the supporting evidence that Direct group Travel Services Limited require. When making your claim please quote the policy number shown on your certificate and the scheme reference 03930/10RSI-RCO. Please remember that it is always advisable to retain copies of all documents when submitting Your claim.

How many children can I insure on a Family policy?

The maximum number of dependent children under 18 living at home is 4 on a family policy.

What are the Terms and Conditions?

Terms and Conditions are another expression for the Policy Wording. You need to read the Policy Wording carefully because it sets out the cover that you have purchased and also the conditions that you need to meet in order to make a claim.

What are my cancellation rights?

If after reading the policy wording you decide the terms of the insurance contract does not meet your requirements you can, WITHIN 14 DAYS OF THE DATE YOU RECEIVED YOUR DOCUMENTS, return it for a full refund. No refunds will be given for policies cancelled outside 14 days.

What Winter Sports are covered?

Provided you have paid the Winter Sports upgrade, you are covered for: ski equipment, piste closure, avalanche cover, ski hire, ski pack costs up to the limits shown on the summary of cover. Activities covered are:
Guided Cross Country Skiing (Nordic Skiing)
Mono Skiing
Off Piste Skiing or Snowboarding (in areas designated safe by resort management)
Recreational Racing
Skiing
Snow Boarding
Snow Sledging

The following Winter Sports are not covered under any circumstances:
Freestyle Skiing
Heli Skiing
Ice Hockey
Luging
Off Piste Skiing or Snow Boarding (in areas designated unsafe by resort management)
Off Piste Skiing or Snow Boarding (where an Avalanche warning is in place)
Parapenting
Ski Acrobatics & Stunting
Ski Bob Racing
Ski-Doing
Ski Jumping
Ski Racing or Training
Skeletons/Bobsleigh
Snow Mobiling
Tabogganing

What do I do if I need medical assistance when travelling?

Incase of a medical emergency please phone 00 44 (0)844 658 0307. Quote scheme reference 12Q22/12Q23.

Please ensure that you call for all costs in excess of £500 which must be authorised by Europ Assistance in advance.

You must retain receipts for medical and additional costs incurred and the excess must be paid by you at the time of treatment.

Note: The assistance company must be contacted as soon as possible and only expenses agreed by the assistance company in advance will be covered.

Can we travel independently on our Couple/Family travel insurance policy?

Adults over the age of 18 can travel independently, all children must be accompanied by an insured adult.

How often can I travel on an Annual Multi Trip policy?

The policy lasts for the complete 12 months, and you can take as many trips/holidays as you wish during the year. Any individual trip or holiday must not last longer than 31 days (62 days if you are under 65 years of age and the appropriate additional premium is paid). If a trip is for a longer period you will need to purchase a Single Trip policy for that particular trip. Winter Sports cover, for a maximum of 17 in total for the whole year and Golf & Timeshare Cover, for a maximum of 31 days in total for the whole year, Wedding Cover and Cruise Cover are available at an additional premium. Please contact Rock Insurance on 0844 482 0643

What is the difference between Standard and Premier cover?

These are the different levels of cover offered under this policy. Standard offers wider range of cover at higher levels with a reasonable excess and is priced reasonably. Premier cover provides the widest range of cover and the highest levels of protection for you and requires you to pay the least amount of excess. As a result Premier cover is the more expensive choice.

How is my policy delivered?

Your policy can be emailed directly to your email address shortly after being issued, please note that some internet providers filter our automated e-mails as SPAM so please check your SPAM/junk folder if the e-mail has not been received. Alternatively for a small postage charge, your documents can be delivered by post.

Do you offer cover for over 65s?

There is no maximum age limit on Single Trip policies. The maximum age for Annual Multi Trip policies is 79 at the commencement of the period of insurance.

Do you cover non-UK residents?

No, to be eligable for cover you need to be a resident of the United Kingdom for 6 months prior to the issue of the policy.

Can I go scuba diving when travelling?

Scuba diving to a depth of 30 metres (within organisers guidlines). The policy can be upgraded to include scuba diving to a depth of 50 metres for an additional premium.

Can children purchase cover if they are under the age of 18?

Yes, but they must pay the adult premium for their cover and must comply with any airline rules in terms of travelling as a minor. The policy can only be issued by calling Rock Insurance on 0844 482 0643.

What products do you offer?

Single Trip policies
Annual Multi Trip policies with maximum trip duration of 31 days
Annual Multi Trip policies with maximum trip duration of 62 days (if you are under 65 years of age)
For Individuals, Couples and Families (including Single Parent Family)
Including optional covers for Winter Sports, Golf, Wedding and Timeshare Cover
Standard and Premier levels of cover

What credit/debit cards do you accept?

We accept Visa, MasterCard, Maestro/Switch, Solo, Visa Electron and Delta.

Can I pay by cheque?

We are only able to accept cheques for policies over the value of £100. The policy will be set up when the cheque has been cleared through our bank. Please contact Rock Insurance on 0844 482 0660

What happens if my bag is stolen with all my travel documents and money whilst I am travelling?

You must report theft or losses to the police or relevant authority within 24 hours of the event and obtain a written report. These reports are the only proof that the loss/theft did actually occur. Without them White Horse cannot make any payment to you. If you leave luggage and personal items unattended in a public place then White Horse cannot be held responsible for any resultant claim. You should always take reasonable care to look after your property and treat it as if it were not insured. There is no cover for cash or valuables left in an unattended vehicle at any time, even if the vehicle is locked.

Are my glasses covered?

Yes, there is cover for glasses on our policies, they are included as valuables.

When do I need to purchase my travel insurance?

At the time of booking your travel arrangements to make sure that you have cancellation cover in place for that particular trip. If your travel arrangements change then you must call Rock Insurance immediately on 0844 482 0643. You must be able to provide the correct Period of Insurance on your documentation in the event of a claim.

What do I need to take on holiday with me?

Please ensure that you take a copy of your certificate of insurance and a copy of the full policy wording - these documents contain important numbers that you may require whilst travelling.

Are my golf clubs covered?

Yes, up to £1,500 for Standard and Premier policies in total with a Single Club or Item of Golf Equipment limit of £250, provided you have paid the additional premium for the Golf Cover extension.

Am I covered for cancellation?

If you have paid the appropriate premium, you are covered for cancellation of your holiday for the reasons stated in the policy wordings. You may be able to claim (subject to the policy terms and conditions) for any travel or accommodation costs that you have either already paid or are contracted to pay, that you cannot reclaim from the tour operator.

What is an EHIC (formally E111)?

If you intend travelling to European Union (EU) countries, the European Economic Area (EEA) or Switzerland. We would advise you to obtain a Form CM1 from your local main Post Office. On returning this, duly completed, to the main Post Office you will be issued with a European Health Insurance Card (EHIC), which will entitle you to certain free or reduced cost health arrangements in the EU, EEA or Switzerland. (Full details are given in the DSS Leaflet No. SA40).
NB: In the event that you have used the EHIC to effectively reduce the cost or your treatment or medicines; then you will not have to pay an Excess in relation to any medical related claims.

What vaccinations do I need?

You should check with your doctor as soon as possible, your doctor will be best advised to tell you what vaccinations are required, if any.

Can I change my policy?

You can change or upgrade your policy at any time as long as you have not made a claim. Please contact Rock Insurance on 0844 482 0643 for amendments and upgrades.

Which Special Sports and Activities are covered at no additional premium?

Abseiling (within organisers guidelines)
Angling
Archery
Athletics
Badminton
Ballooning - hot air (organised pleasure rides only)
Banana boating
Baseball
Basket Ball
Boardsailing
Bowling
Bungee Jumping (within organisers guidelines)
Canoeing (up to grade 2 rivers only)
Climbing (on a climbing wall only)
Cricket
Curling
Cycling (no BMX or Mountain Biking)
Deep sea fishing
Fell walking
Fishing
Glacier walking
Gliding (no cover for crewing or piloting)
Golf
Gymnastics
Handball
Heptathlon
Hiking / trekking / walking (below 4000 meters)
Hill walking up to 2000 meters
Horse riding (Excl competitions / racing / jumping / hunting)
Hot air ballooning-(organised pleasure rides only)
Ice skating
Indoor climbing (on climbing wall )
Kayaking (up to grade 2 rivers only)
Kite surfing
Marathon running
Motor cycling (up to 125cc)
Mountain biking
Netball
Non competitive football/Soccer
Organised safari without guns
Orienteering
Overland trips
Parascending over water
Pony trekking
Racket ball
Rackets
Rambling
Rap jumping (within organiser's guidelines)
Ringos
Roller skating/ blading (wearing pads & helmets)
Rounders
Rowing (except racing)
Running
Safari trekking in a vehicle (must be an organised tour)
Safari trekking on foot (must be an organised tour)
Sail-boarding
Scuba diving to a depth of 30 metres (within organisers guidelines)
Sea kayaking
Skate boarding (wearing pads and helmets)
Sledging - pulled by horse or reindeer as a passenger
Snorkelling
Soft ball
Squash
Surfing
Table tennis
Ten pin bowling
Tennis
Tubing
Tug of war
Volley ball
Wakeboarding
Walking / hiking / trekking
Water Polo
Water skiing
White water rafting (within organiser's guidelines)
Windsurfing
Zorbing

Which Special Sports and Activities are covered at no additional premium but where there is no cover in respect of any Personal Accident and Personal Liability sections?

Camel riding
Catamaran sailing (if qualified)
Clay pigeon shooting
Dinghy Sailing
Go Karting (within organiser's guidelines)
Jet boating (no racing)
Jet Skiing (no racing)
Paint Balling (wearing eye protection)
Rifle range shooting
Sailing / yachting offshore (recreational, no racing)
Shooting (within organiser's guidelines)
Small bore target shooting (within organiser's guidelines)
War games (wearing eye protection)
Yachting (if qualified)

Which Special Sports & Activities are covered with an additional premium?

American football
Climbing up to 4000 meters
Dry slope skiing
Endurance tests
Fives
Football - American
High altitude trekking
Hiking / trekking / walking (above 4000 meters)
Hockey
Lacrosse
Langlauf
Organised safari with guns
Outdoor endurance events
Parascending - over land
Rugby
Sand dune surfing / skiing
Scuba diving between 30m - 50m (within organiser's guidelines)
Speed skating
Street Hockey (wearing pads and helmets)
Summer tobogganing
Trampolining
Trekking high altitude
White water canoeing (up to grade 4 only)

Which Special Sports & Activities are covered with an additional premium, but where there is no cover in respect of any Personal Accident and Personal Liability sections?

Fencing (within organiser's guidelines)
Gaelic football
Hurling
Polo
Sailing / yachting inshore (recreational crewing, no racing)
Sailing / yachting offshore (recreational, no racing)

Which Special Sports and Activities are not covered under any circumstances?

Adventure racing
Base Jumping
Biathlon
Big game hunting
Black water rafting
BMX riding - stunt / obstacle
Bouldering
Boxing
Canyoning
Cave tubing
Caving and Pot holing
Climbing over 4000 metres
Cycle Racing
Cyclo cross
Drag racing
Flying (except passengers in licensed passenger aircraft)
Free Mountaineering
Hang gliding
Harness racing
High diving (over 5 metres)
Hunting (Fox / drag)
Jousting
Judo
Karate
Kendo
Manual work
Martial Arts
Micro Lighting
Modern pentathlon
Motor Cycle racing
Motor racing
Motor rallying
Mountaineering (over 4000 metres)
Parachuting
Paragliding / parapenting
Potholing / Caving
Powerboat racing
Power Lifting
Professional Sports of any kind
Quad Biking
River bugging
Rock Climbing
Rock Climbing using ropes and guides
Rodeo
Roller hockey
Shark diving (in cage)
Skydiving
Speed trail / time trail
Time trail / speed trail
Triathlon
Water ski jumping
Weight lifting
Wrestling

What does "No cover will apply in respect of Personal Accident and Personal Liability" in Q31 & Q33 mean?

Personal Accident - No cover will apply, if You suffer Accidental Bodily Injury during the Trip, which within 12 months is the sole and direct cause of death or disablement
Personal Liability - No cover will apply, if in the course of a Trip You become liable for accidental bodily injury to, or the death of, any person and/or accidental loss of or damage to their property

Will this policy cover me if my Trip has been Dynamically Packaged?

Yes, cover is provided irrespective of how your Trip / holiday has been packaged together.