What's your question about?
Buying your policy
What is an excess in travel insurance?
The excess is the amount you pay when you make a claim which is set out in the table of benefits.Where a claim is made for the same incident only one excess will apply per trip, per insured person (max 2).
If you use a Reciprocal Health Arrangement such as GHIC (Global Health Insurance Card), any other arrangement with another country or private medical insurance to reduce your medical expenses, you won't have to pay an excess.
Are the cover limits stated in the policy documents per person or per policy?
All limits are per insured person apart from Legal & Liability which are per policy.What holiday destinations do you provide cover for?
Our travel insurance offers cover for trips globally: from Europe to America, Africa to Asia. If you're not entirely sure where your holiday destination falls under, then this is easily found out by simply entering the name of the country into the travelling to box, or selecting either European or Worldwide regions.United KingdomEngland, Scotland, Wales, Northern Ireland, the Channel Islands and the Isle of Man.
EuropeAlbania, Andorra, Armenia, Austria, Azerbaijan, Belarus, Belgium, Bosnia & Herzegovina, Bulgaria, Canary Islands, Corfu, Corsica, Crete, Croatia, Cyprus, Czech Republic, Denmark, Eire, El Hierro, Estonia, Faroe Islands, Finland, France, Fuerteventura, Georgia, Germany, Gibraltar, Gozo, Gran Canaria, Greece, Guernsey, Holland, Hungary, Ibiza, Iceland, Ireland, Isle of Man, Italy, Jersey, La Gomera, La Palma, Lanzarote, Latvia, Lesbos, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Majorca, Malta, Menorca, Minorca, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Rhodes, Romania, Russia, San Marino, Sardinia, Serbia, Sicily, Slovakia, Slovenia, Spain, Svalbard, Sweden, Switzerland, Ukraine, Vatican City State, Zante
Worldwide excluding USA, Canada, Mexico and the Caribbean
Worldwide including USA, Canada, Mexico and the Caribbean
Depending on which country or countries you're visiting, you can select one of the following regions on the drop down menu:
- United Kingdom
- Europe
- Worldwide - excluding USA, Canada, Mexico and the Caribbean
- Worldwide - including USA, Canada, Mexico and the Caribbean
- Please check the Travel Advice Unit of the Foreign, Commonwealth & Development Office (FCDO) before your trip
We do not cover travel to a country or specific area where the Foreign, Commonwealth & Development Office (FCDO) or any other regulatory authority has advised against all or all but essential travel.
I am travelling to Europe and have a UK Global Health Insurance Card, do I still need travel insurance?
Travel insurance provides benefits over and above the medical treatment costs that are covered by the Global Health Insurance Card (GHIC).For full details please refer to the 'Health Agreement with other Countries' section of the Policy Wording.
How many days does a Single Trip policy cover?
For Single Trip cancellation cover begins the moment you purchase the policy. Cover is provided for the period of the trip and finishes when the trip ends, providing the trip doesn't exceed the period shown in the policy schedule. Maximum trip limit available when purchasing a policy is:- 65 years or under - 365 days
- 66 to 74 years - 183 days
- 75 to 85 years - 31 days
- 86 to 90 years - 14 days
Is there a limit to the number of days I can be abroad or an Annual Multi-Trip policy?
An Annual Travel Insurance policy covers you for an unlimited number of trips abroad throughout the year. The maximum length of each trip is 32 days.How do you define a UK resident?
People that reside in the UK and are registered with a GP in the UK. For the purpose of this policy UK means England, Wales, Scotland, Northern Ireland, Isle of Man and Channel Islands.I'm a British Citizen living abroad - can I book travel insurance with you?
Unfortunately not. You must be a permanent resident of the UK to be eligible to purchase travel insurance from us. Your trip must also start and finish in the UK too.What is covered/not covered in pregnancy?
Pregnancy is not a medical condition, however if there are complications during pregnancy these are covered.This policy does not cover any costs of normal pregnancy or childbirth.
For full details of pregnancy complications please refer to your policy wording.
I'm over 75 - can I still get travel insurance?
Yes, our Annual Multi Trip policies have an upper age limit of 80 and we also offer Single Trip policies for customers up to the age of 90.Am I covered to travel within the UK?
Yes, you are covered for travel within the UK however depending on your policy type there may be some conditions for this cover.Single Trip - No requirements
Annual Multi-Trip - Where you have selected an Annual Multi-trip policy your policy is valid for UK travel where you have at least 2 nights pre-booked accommodation or pre-booked transport at least 50 miles from your home.
Cancellations
Does the day that I start my policy affect my cancellation cover?
Single Trip - No, you will be covered from the date that you purchase your policy.Annual Multi-Trip - Yes, you will not be covered for cancellation before the start date for all Annual policies.
My airline have cancelled my flight - is this covered?
No - Your airline should step in as they have a duty of care to help you. Under European Air Passenger Regulations any carrier licensed in an EU Country must offer you either a full refund or alternative flights. Check your rights on the Civil Aviation Authority website.If your airline is not licensed in an EU country, you may be covered under the Cancellation or Travel Disruption section of your policy.
Am I covered if my trip is going ahead as planned but I no longer wish to travel?
No. We understand how this can make your trip less enjoyable and means you may incur additional costs, but unfortunately this wouldn't be covered - as it's still your choice whether to go or not. It's usually worth speaking to your tour operator or travel provider to see if they can move your dates. Once you have changed the dates you will need to contact us to update any changes made to ensure you are covered for your trip.What are my cancellation rights?
You are free to cancel this policy at any time. If you wish to cancel within 14 days of the policy purchase date or the receipt of the policy documents whichever is the later, you may do so by contacting us on 0333 200 7400 or email us at customerservice@insurancetravel.marksandspencer.com or writing to us for a full refund providing you have not travelled, made a claim or intend to make a claim.If you cancel a Single Trip policy after the first 14 days of receipt of the documents you will receive a partial refund, providing you have not travelled, made a claim or intend to make a claim.
If you cancel an Annual Multi-trip policy after the first 14 days of receipt (or after the renewal date) we will refund a portion of the premium depending on the number of complete months remaining on your policy providing you are not on a trip at the time the policy is cancelled and no claim has been made since the policy was issued or renewed and you do not intend to make a claim.
Renewing your policy
What is the process for automatic renewals?
To make sure you stay covered, you can choose to remain opted in to automatic renewal, we will send you a reminder 21 days before your policy is set to expire and we will take payment this time next year and your policy will be renewed for another year, ensuring you stay covered without any interruption.You can opt out at any point during the year if you contact us at least 7 days before your renewal date to ensure money is not taken for renewal.
You will be provided with a renewal invitation which you should check to ensure all your details are still correct and relevant, and the product still meets your needs. Your renewal invitation will have information on how you can make changes to your details or tell us if you do not wish to renew your insurance before your renewal date.
How can I stop my Annual Multi-Trip policy being automatically renewed?
You can opt out of autorenewal at any point during the year by calling us on 0333 200 7400 or email customerservice@insurancetravel.marksandspencer.com.If you opt out of auto-renewal, your policy will not automatically renew at the end of the term. You will be responsible for ensuring you renew your policy before the expiry date to maintain continuous coverage. Please be aware that opting out may result in a gap in coverage if the policy is not renewed in time. You can opt back in at any point during the year by phone or post.
To keep you informed, we'll send you a reminder 21 days before the renewal date. This gives you the opportunity to review your details and make any necessary updates for the upcoming year.
While you're away
What do I do if there's a medical emergency during my trip?
If you have a medical emergency, please contact the local emergency services first. Once you're safe and have received any urgent medical attention, call the 24/7 Emergency Medical Assistance Team on 0330 678 3558.I forgot to take travel insurance before I left the UK, can I still be covered?
Unfortunately, you cannot be covered if you have already left the UK.Am I covered if I need emergency medical treatment and get sent to a private facility?
This is not a private health insurance policy. The Insurer will pay for private treatment only if there is no appropriate reciprocal health agreement in existence and no public service available and the Insurer reserves the right to organise a transfer from a private medical facility to a public medical facility where appropriate.If you are taken/or go to a private medical facility, costs that arise will only be covered if you have contacted the emergency medical assistance company and any treatment has been authorised by them
I lost my passport, what do I do?
Firstly, please check your Policy Certificate and Policy Wording to see what's covered under the Loss of Passport benefit of your policy.If your important documents are lost, damaged or stolen while outside your home area we will pay you up to:
- £200 on Bronze policies
- £250 on Silver policies
- £300 on Gold policies
This is to help pay for travel and accommodation costs if you need to go to the embassy. Please note however, that you will not be covered for the cost of the document itself.
You must check that any temporary documents will let you return home or continue your planned trip. Here's what to do in order to claim:
- Report the loss or theft of your passport to the local police as soon as possible. You will need to obtain the crime reference details they provide for the Lost or Stolen Passport Notification form.
- Next, to get the ball rolling with replacement documents, you will need to report your passport as lost or stolen on the FCDO website, or alternatively, give them a call on +44 (0) 20 7008 1500. They'll let you know where your local FCDO office is to collect your emergency travel document and how long it's likely to take.
- If you need to travel to collect your replacement document, remember to keep all receipts for travel and accommodation. Once you're home, please get in touch with our Claims team.
What happens if my bag is stolen with all my travel documents and money whilst I am travelling?
Firstly, check your Policy Wording to see what's covered.To make a claim for your bag and its contents, you'll need to obtain a written report from the police or relevant authority within 24 hours of it happening. This is essential to make a claim - without it the claims team cannot make any payment to you.
If you've lost money, please also keep receipts for any cash withdrawal you've made following the loss.
Once you're back in the UK, please contact the Claims team.
Medical Conditions
What is a pre-existing medical condition?
- Any of the medical conditions listed below, that in the last 5 years:
- you have suffered from; or
- you have received medical advice or treatment for (this includes surgery, tests, investigations by your doctor / consultant / specialist); or
- you have been prescribed drugs or medication for
- Any cancer condition.
- Any heart-related or blood circulatory condition (including high blood pressure and high cholesterol).
- Any diabetic condition.
- Any neurological condition.
- Any breathing condition.
- Any renal, kidney or liver condition.
- Any psychiatric or psychological condition (including anxiety, stress and depression).
- Any other medical condition which in the last 12 months: you have been prescribed medication for, or you have received or are waiting to receive treatment for (this includes surgery, tests, or investigations).
What is a medical screening?
When applying for travel insurance with pre-existing medical conditions you have to complete a medical screening, either online or over the phone. This is simply a set of questions related to the condition of your health, designed to ascertain the type and severity or risk of the pre-existing medical condition you have.Do you cover pre-existing medical conditions?
We offer cover for a wide range of medical conditions, subject to an online screening. To check if we can cover your condition, simply answer a few quick questions when you get a quote online or complete the screening when purchasing a policy over the phone. We'll instantly let you know whether cover is available. If we're able to include your medical conditions, your policy price will reflect the additional cover required.Please note that pre-existing medical conditions are not covered unless:
- You have declared all conditions,
- We have confirmed acceptance in writing, and
- You have paid any additional premium (if applicable).
If you have difficulty finding travel insurance for pre-existing medical conditions, the British Insurance Brokers' Association (BIBA) has a directory of specialist medical insurers. To find out more, contact BIBA on 0370 950 1790. You can also search BIBA's medical directory online.
Sports and Activities
I might be taking part in activities while I'm away, will I be covered to do them?
A wide range of sports and activities are covered as standard on all the policies at no additional cost if you are participating on a recreational and non-professional basis during any trip and you are following local laws and regulations and using any recommended safety equipment.A full list of sports covered as standard, and any exclusions can be found in the policy wording under "Sport and Other Activities". You should check this list to ensure you are covered before participating.
Winter Sports Cover may be available to purchase at an extra cost to provide more cover for those specific sports trips.
Limits, excesses and exclusions apply, for full details please refer to your policy wording.
All or part of my trip involves cruising - what cover do I need?
All policies can be extended to include Cruise Cover which includes missed port departure, itinerary change, cabin confinement and unused excursions, subject to terms and conditions. If you have purchased this cover it will be shown on your policy certificate/schedule.What does no cover for personal accident and personal liability mean?
Personal accident - This is a lump-sum payment made to you if you suffer a permanent disability or death as a result of an accident. It's worth noting that you'll still be covered for medical costs under the terms and conditions of your policy.Personal liability - This is costs to cover you if you become liable for accidentally injuring someone or causing accidental loss or damage to their property.
We recommend contacting the event/sporting organiser to check what insurance they have in place. You may be covered by the organiser's third-party insurance, or it may be possible to find cover through a specialist provider for your sport.
Am I covered for scuba diving?
Yes, you are covered for scuba diving up to a depth of 18 metres (if qualified or accompanied by a qualified instructor and not diving alone, not involved in cave diving and not involved in air travel until more than 24 hours have elapsed after your last dive).What age can I be insured up to for Winter Sports?
You can be covered for Winter Sports if you are aged 64 and younger and you have purchased the optional Winter Sports cover. This will be shown on your policy certificate.What activities are covered for Winter Sports?
Please check your policy wording for a full list of Winter Sports activities that are covered if you have paid the additional Winter Sports premium.How many days Winter Sports cover do I have?
Single Trip policies: If you have purchased optional Winter Sports this will cover you for up to 21 days of Winter Sports during your trip, even if your trip is longer than 21 days you will only be covered for 21 days of Winter Sports.Annual Multi Trip: If you have purchased optional Winter Sports this will cover you for up to 21 days of Winter Sports during your 12-month cover period.
Am I covered for off-piste skiing?
Yes, you are covered for off-piste skiing and snowboarding as long as you're with a guide and have added Winter Sports to your policy.Off-piste is classed as areas of snow that have not been specially prepared for skiing within a resort boundary, this doesn't include transiting between recognised and marked ski runs.
Am I covered if my skis/snowboard go missing in transit?
If you have purchased optional Winter Sports cover then yes, if your ski or snowboard equipment is delayed by at least 12 hours, we'll cover you for the cost of hiring replacements up until the limit shown on the benefits table within the policy wording or until yours turns up.If you need to make a claim - contact your airline to obtain a property irregularity report and keep all receipts from the rental shop. You can then submit your claim once you're back in the UK.
Am I covered for piste closure, avalanche or landslide and loss or theft of my ski pass?
Yes, you are covered up to the amounts outlined in the table of benefits found in your policy wording, provided you have purchased the optional Winter Sports cover.Contact and Complaints
I haven't received my documents
Your policy is sent to you automatically by email right after you buy your policy, but if you prefer, we can post them instead.To request postal versions please contact us on 0333 200 7400 or email customerservice@insurancetravel.marksandspencer.com.
Something happened while I was away and I want to make a claim. How do I do this?
If you need to make a Travel Claim:- Submit your claim online by clicking here.
- Or please call 0330 678 3504 open Monday to Friday 9am-5pm (except bank holidays)
If you need to make a Gadget Claim:
- Please call 0330 057 0286 open Monday to Saturday 9am-5:30pm
What is the number to contact Customer Service?
To contact our customer services team please call us on 0333 200 7400We are open:
- Monday to Friday: 8:30am-6pm
- Saturday: 9am-5pm
- Sunday & Bank Holidays: Closed
If I have a complaint, what should I do?
For complaints about the sale or administration of your policy, you can contact us at complaints@rockinsurance.com, or send your complaint via post to:The Compliance Manager
ROCK Insurance Group
Britannia House
3-5 Rushmills Business Park
Bedford Road
Rushmills
Northampton
Northamptonshire
NN4 7YB
Phone: (UK) 0333 200 7400 (Monday to Friday 8:30am-6pm and Saturday 9am-5pm)
For complaints about how an assistance case or claim has been handled (except Gadget Cover) please contact:
The Complaint Team
AXA Partners
The Quadrangle
106-118 Station Road
Redhill
RH1 1PR
Phone: (UK) 0330 678 3504 (Monday to Friday, 9am-5pm)
Email: claimcomplaints@axa-assistance.co.uk
For complaints about a claim on your policy under Section 10 - Gadget Cover:
Customer Relations Officer
Taurus Insurance Services Limited
Suite 2209-2217 Eurotowers
Europort Road
Gibraltar
Phone: (UK) 0330 057 0286 (Monday-Friday, 9am-5pm)
Email: gadget.complaints@taurus.gi
If you are still unhappy about the service provided under your travel insurance policy, you can contact the Financial Ombudsman Service:
Financial Ombudsman Service Exchange Tower
Harbour Exchange Square
London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Phone: (UK) 0300 123 9123 (Monday to Friday, 8am-5pm) or UK: 0800 023 4567 (Monday to Friday, 8am-5pm)
Marks and Spencer plc is an Appointed Representative of ROCK Insurance Group.M&S Travel Insurance is a trading style of ROCK Insurance Services Limited. M&S Travel Insurance policies are arranged and administered by ROCK Insurance Group (ROCK). ROCK Insurance Group is a trading style of Rock Insurance Services Limited, registered in England and Wales (Company No. 04255878). Registered Office: 135 High Street, Crawley, West Sussex, RH10 1DQ. Rock Insurance Services Limited is authorised and regulated by the Financial Conduct Authority (FRN 300317) and is part of the Staysure Group. Marks and Spencer plc receives a commission from Rock for each M&S Travel Insurance policy sold. This commission is a percentage of the premium you pay and is included in the total amount.At M&S your privacy is important to us. View our Privacy Notice here.