Gold Holiday Insurance Policy

Policy Section	Limit	Excess
A. Cancellation or Curtailment charges	£10,000	£75
B. Emergency medical and other expenses including	£10,000,000	£75
- Emergency repatriation
- Relative to travel to resort
C. Hospital Benefit
- £20 per 24 hours	£600
D. Personal Accident
- Death	£15,000
- Loss of limb or sight	£30,000
- Permanent total disablement	£30,000
E. Baggage	£1,500	£75
- Single article limit	£300	£75
- Valuables limit	£300	£75
- Delay at least 12 hours	£150
F. Personal money, passport and documents	£500	£75
- Limit on cash not in locked safe or room	£300	£75
- Costs of replacing passport	£500
G. Personal Liability	£2,000,000
- Rented accommodation	£100,000	£150
H. Delayed Departure
- £20 each 12 hours	£200
Or cancellation after 12 hours	£10,000	£75
I. Missed Departure	£1,000
Winter Sports
J - Ski Equipment	£500	£75
K - Hire if Ski Equipment (£15 per day)	£150	£75
L - Ski Pack	£250
M - Piste Closure (£20 per day)	£300
N. Overseas legal expenses and assistance	£25,000
O. Hijack
- £100 per 24 hours	£1,500
P. Mugging
- £100 per 24 hours	£1,000

Please take your insurance policy document with you on holiday.

Important conditions relating to health

This insurance policy is designed to cover You for unforeseen accidents and illnesses occurring during the Period of Insurance. You must comply with the following conditions to have the full protection of Your policy. If You do not comply We may at Our option cancel the policy or refuse to deal with Your claim or reduce the amount of any claim payment.

Unless You have been given Our written agreement, You will not be covered under section A – Cancellation or curtailment charges, section B – Emergency medical and other expenses, section C – Hospital benefit and section D – Personal accident for any claims arising directly or indirectly from:

1. At the time of purchasing this insurance:

a) Any Medical Condition You have, or have had, for which You are taking prescribed medication or are waiting to receive, or have received treatment (including surgery, tests or investigations) within the last 2 years unless You have contacted Us on 0870 850 4267 and We have agreed, in writing, to cover You. If You have only one Medical Condition and this is one of those shown in the table of NO SCREEN CONDITIONS* on the following page then this will be covered under the policy without the need to contact Us.

b) Any Medical Condition for which You have received a terminal prognosis.

c) Any Medical Condition for which You have not had a diagnosis.

d) Any Medical Condition for which You are on a waiting list for or have knowledge of the need for surgery, in patient treatment or investigation at a hospital, clinic or nursing home.

2. At any time:

a) Any Medical Condition You have in respect of which a Medical Practitioner has advised You not to travel or would have done so had You sought his/her advice.
b) Any Medical Condition You have and for which You are not taking the recommended treatment or prescribed medication as directed by a Medical Practitioner.
c) Any Medical Condition You have and for which You are travelling with the intention of obtaining treatment outside of the United Kingdom or within the Channel Islands.
d) Pregnancy or childbirth where You are expected to give birth within eight weeks of the start of the Trip, during the Trip or within eight weeks of the end of the Trip. You should also refer to the General exclusions applicable to all sections of the policy.

* NO SCREEN CONDITIONS (for which You do not have to contact Us if You only have one of these):

Acid reflux
Acne
ADHD
Allergy (requiring non prescriptive treatment only)
Broken bones
Cataracts
Chicken pox
Colds or Flu
Dyspepsia
Eczema
Gout
Hayfever
HRT
Hysterectomy (provided carried out more than 6 months ago)
Irritable Bowel Syndrome
Migraine
Psoriasis
Sinusitis
Tendonitis
Tonsillitis
Underactive thyroid
Varicose Veins

Emergency and medical service

Important
In an emergency please first check that the circumstances are covered by Your policy.

Having done this You should contact AXA Assistance at the numbers shown below.

You must call AXA Assistance immediately or as soon as reasonably possible to authorise any expenses You may incur as a result of any Bodily Injury or illness abroad. This includes costs for medical treatment or if You have to return early or extend Your stay because of any Bodily Injury or illness.

The emergency lines are open 24 hours a day, 365 days a year.

If You need emergency assistance while You are travelling outside the UK call: +800 822 55884

This freephone number will direct You automatically to the appropriate AXA Assistance centre.

If You are in a country that does not accept international free phone numbers please call reverse charges: +44 207 418 00 34

Please note:

The numbers shown after + are what You dial when You have accessed an international line.
To access an international line in the UK and most of Europe, dial 00. For the United States, dial 001.

You will need to provide AXA Assistance with:

Your name and the name of the person who needs help
Your policy number
A phone number where We can contact You

Should You need to get in touch with AXA Assistance before, or after Your Trip, please call in the UK:

Customer Services and Pre-Travel Advice: 0870 850 4267
Claims Centre: 0845 345 2711 Fax: 0845 458 9644

Reciprocal Health Care Agreements

If You are travelling to countries within the European Union (EU), the European Economic Area (EEA) or Switzerland You are strongly advised to obtain a European Health Insurance Card (EHIC) application from Your local Post Office. You can also apply either online through www.dh.gov.uk/travellers or by telephoning 0845 606 2030. This will entitle You to benefit from the reciprocal health care arrangements which exist between countries within the EU/EEA or Switzerland.

If You are travelling to countries within the European Union (except for the UK), We strongly recommend You take an EHIC card and make sure that any medical treatment is provided at hospitals or by doctors working within the terms of the reciprocal healthcare agreement, unless AXA Assistance agree otherwise. If You are admitted to a private clinic You may be transferred to a public hospital as soon as the transfer can be arranged safely.

Information

The following points are information We are required to tell You

COMPLAINTS

Your policy contains a Complaints procedure, which tells You what steps You can take if You wish to make a complaint – see page 34 of the policy document.

CONDITIONS AND EXCLUSIONS

Conditions and exclusions apply to individual sections of Your policy, while general exclusions and conditions will apply to the whole of Your policy, for example consequential loss – see page 1 of the policy document.

POLICY EXCESS

Under most sections of the policy, claims will be subject to an excess. This means that You will be responsible for paying the first part of each claim, unless the additional premium has been paid to waiver the excess.

Even if You have purchased an excess waiver You will still have to pay any increased excess applied because of a pre-existing Medical Condition.

HAZARDOUS SPORTS AND ACTIVITIES

If You are planning to take part in any hazardous sports or activities, Your may not be covered by this policy. If You want to check that You are covered, please refer to page 8 of this policy booklet.

HEALTH

This policy contains restrictions and conditions regarding pre-existing medical problems that You may have. You will not be covered for any Medical Condition You have, or have had, for which You are taking prescribed medication or are waiting to receive, or have received treatment (including surgery, tests or investigations) within the last 2 years unless You have contacted Us on 0870 850 4267 and We have agreed, in writing, to cover You.

LEGAL JURISDICTION

Your policy is governed by the law of England and Wales unless You and We have agreed otherwise.

POLICY DOCUMENT

Your policy document gives full details of what is and is not covered and the conditions You must satisfy to ensure You are fully covered. Your Booking Invoice will show the type of cover You have chosen. Please read the document carefully and call Us on 0870 850 4267 if You need any further help and advice.

POLICY LIMITS

Most sections of Your policy have limits on the amount We will pay under that section. Some sections have specific inner limits, for example, for Valuables (refer to Definitions) and any one item under the Baggage section. Please check Your policy to ensure the cover is adequate for Your needs.

PROPERTY CLAIMS

These claims are settled based on the value of the property at the time You lose it and not on the cost of buying new items. Your policy will set out the claims procedure.

REASONABLE CARE

You must take all reasonable care to protect Yourself and Your property, as if You were not insured.

Introduction

This is Your travel insurance policy. It contains details of cover, conditions and exclusions relating to each Insured Person and is the basis on which all claims will be settled. It is validated by the issue of a Booking Invoice.

In return for having accepted Your premium We will in the event of Bodily Injury, death, illness, disease, loss, theft, damage or other events happening within the Period of Insurance provide insurance in accordance with the sections of Your policy.

The Booking Invoice and any endorsements are all part of the policy.

The information You have supplied forms part of the contract of insurance with Us. Your policy is evidence of that contract.

UNITED KINGDOM RESIDENTS

This policy is only available to You if You have a Home in the United Kingdom and reside there for at least six months every year.

THE LAW APPLICABLE TO THIS CONTRACT

You and We are free to choose the laws applicable to the policy. As We are based in England, We propose to apply the laws of
England and Wales and by purchasing this policy You have agreed to this.

AGE LIMITS

This policy is not available to anyone aged 85 or over for single trip policies and 65 or over for annual multi-trip policies. If annual multi trip cover is selected and You reach the age of 65 during the Period of Insurance, cover will continue until the next renewal date but not thereafter.

HELPLINES

Please carry this policy with You in case of an emergency.

CUSTOMER SERVICES AND PRE-TRAVEL ADVICE

If You would like more information or if You feel the insurance may not meet Your needs please telephone Us on 0870 850 4267.

Hazardous sports and activities

The following lists detail the sports and activities that this policy will cover. If You are participating in any other sports or activities not mentioned, please contact the TUI travel agent that booked Your holiday as We may be able to offer cover for an additional premium.

Covered as standard

administrative, clerical or professional occupations
aerobics
archery
badminton
banana boating
baseball
basketball
body boarding (boogie boarding)
bowls
*camel riding
canoeing (up to grade 2 rivers)
*clay pigeon shooting
climbing (on climbing wall only)
cricket
croquet
curling
cycling (not racing)
deep sea fishing
*dinghy sailing
fencing
fishing
flying as a fare paying passenger in a fully licensed passenger carrying aircraft
football (amateur only and not main purpose of Trip)
glacier walking
*go karting (within organisers guidelines)
golf
hiking
horse riding (excluding competitions, racing, jumping and hunting)
hot air ballooning (organised pleasure rides only) *jet skiing (no racing)
jogging
kayaking (up to grade 2 rivers)
netball
orienteering
*quad biking
ringos
roller skating and blading (wearing pads & helmets)
rounders
rowing (except racing)
running (non-competitive and not marathon)
safari trekking (must be organised tour)
scuba diving up to depth of 18 metres (if qualified or accompanied by qualified instructor and not diving alone)
*shooting/small bore target shooting (within organisers guidelines)
skateboarding (wearing pads & helmets)
snorkelling
softball
squash
surfing
swimming
swimming with dolphins
table tennis
tennis
trampolining
trekking up to 2,500 metres altitude
volleyball
wake boarding
walking
*war games (wearing eye protection)
water polo
water skiing
wind surfing
*yachting (if qualified)
zorbing
No cover under section G - Personal liability for these sports or activities covered if the appropriate winter sports premium has been paid
dry slope skiing
ice skating
ski - blading
skiing
skiing - mono
skiing - off piste with a guide
sledging
snow boarding

Definitions

Any word or expression to which a specific meaning has been attached will bear the same meaning throughout this policy. For ease of reading the definitions are highlighted by the use of bold print and will start with a capital letter.

YOU/YOUR/INSURED PERSON

means each person travelling on a Trip whose name appears in the Booking Invoice.

WE/US/OUR

means AXA Insurance UK plc. which is authorised and regulated by the Financial Services Authority. This can be checked on the FSA’s register by visiting the FSA’s website at www.fsa.gov.uk/register or by contacting them on 0845 606 1234.

BAGGAGE

means luggage, clothing, personal effects, Valuables and other articles which belong to You (or for which You are legally responsible) which are worn, used or carried by You during any Trip but excluding Personal Money and documents of any kind.

BODILY INJURY

Means an identifiable physical injury sustained by You caused by sudden, unexpected, external and visible means.

Injury as a result of Your unavoidable exposure to the elements shall be deemed to have been caused by Bodily Injury.

CLOSE BUSINESS ASSOCIATE

means any person whose absence from business for one or more complete days at the same time as Your absence prevents the proper continuation of that business.

CLOSE RELATIVE

means mother, father, sister, brother, wife, husband, daughter, son, grandparent, grandchild, parent-in-law, son-in-law, daughter-in-law, sister-in-law, brother-in-law, step parent, step child, step sister, step brother, foster child, aunt, uncle, cousin, nephew, niece, legal guardian, partner or fiance/fiancee.

CURTAILMENT/CURTAIL

means abandoning the Trip by direct return to the United Kingdom or as a result of Bodily Injury or illness You have to stay in hospital for the rest of the Trip.

HIJACK

means the unlawful seizure or wrongful exercise of control or an aircraft or conveyance that You are travelling in as a passenger.

HOME

means Your normal place of residence in the United Kingdom.

HOME AREA

means for residents of the United Kingdom excluding Channel Islands and Isle of Man Your Home Area means United Kingdom excluding Channel Islands and Isle of Man. For residents of the Channel Islands and Isle of Man Your Home Area means the Channel Islands and the Isle of Man.

MEDICAL CONDITION

means any disease, illness or injury.

MEDICAL PRACTITIONER

means a registered practising member of the medical profession who is not related to You or any person with whom You are travelling.

MUGGED/MUGGING

means a violent attack on You with a view to theft by person(s) not previously known to You.

PERIOD OF INSURANCE

means if annual multi trip cover is selected: the period for which We have accepted the premium as stated in the Booking Invoice. During this period any Trip not exceeding 31 days is covered. Under these policies section A – Cancellation cover shall be operative from the date this insurance is purchased by You or the time of booking any Trip (whichever is the later) and terminates on commencement of any Trip.

means if single trip cover is selected: the period of the Trip as shown in Your Booking Invoice and terminating upon its completion, but not in any case exceeding 120 days. Under these policies section A - Cancellation cover shall be operative from the time You pay the premium.

For all other sections of the policy, whichever cover is selected, the insurance commences when You leave Your Home or in respect of a business trip Your place of business in the United Kingdom (whichever is the later) to commence the Trip and terminates at the time of Your return to Your Home or place of business in the United Kingdom (whichever is the earlier) on completion of the Trip.

The Period of Insurance is automatically extended for the period of the delay in the event that Your return to the United Kingdom is unavoidably delayed due to an event insured by this policy.

PERSONAL MONEY

means bank notes currency notes and coins in current use, travellers’ and other cheques, postal or money orders, pre-paid coupons or vouchers, travel tickets, event and entertainment tickets, phonecards and credit/debit or charge cards all held for private purposes.

PUBLIC TRANSPORT

means any publicly licensed aircraft, sea vessel, train or coach on which You are booked to travel.

SKI EQUIPMENT

means skis (including bindings), ski boots, ski poles and snowboards.

TERRORISM

means an act, including but not limited to the use of force or violence and/or the threat thereof, of any person or group(s) of persons, whether acting alone or on behalf of or in connection with any organisations(s) or governments, committed for political, religious, ideological or similar purposes including the intention to influence any government and/or to put the public, or any section of the public, in fear.

TRIP

means any holiday, business or pleasure trip or journey made by You within the area of travel shown in the Booking Invoice which begins and ends in the United Kingdom during the Period of Insurance but excluding one way trips or journeys.

If annual multi trip cover is selected any such Trip over 31 days is not insured and any Trip solely within the United Kingdom is only covered where You have pre-booked at least two nights accommodation in a hotel, motel, holiday camp, bed and breakfast, holiday cottage or similar accommodation rented for a fee. Each Trip under annual multi trip cover is deemed to be a separate insurance, each being subject to the terms, definitions, exclusions and conditions contained in this policy.

UNATTENDED

means when You are not in full view of and not in a position to prevent unauthorised interference with Your property or vehicle.

UNITED KINGDOM

means England, Scotland, Wales, Northern Ireland, Isle of Man and the Channel Islands.

VALUABLES

means jewellery, gold, silver, precious metal or precious or semiprecious stone articles, watches, furs, cameras, camcorders, iPod, MP3 player, photographic equipment, audio equipment, computer equipment, television equipment and telecommunications equipment (including CDs, DVDs, tapes, films, cassettes, cartridges and headphones), computer games and associated equipment, telescopes and binoculars.

General conditions applicable to the whole policy

You must comply with the following conditions to have the full protection of Your policy.

If You do not comply We may at Our option cancel the policy or refuse to deal with Your claim or reduce the amount of any claim payment.

1. Dual insurance

If at the time of any incident which results in a claim under this policy, there is another insurance covering the same loss, damage, expense or liability We will not pay more than Our proportional share (not applicable to section D – Personal accident).

2. Reasonable precautions

You must take and cause to be taken all reasonable precautions to avoid injury, illness, disease, loss, theft or damage and take and cause to be taken all practicable steps to safeguard Your property from loss or damage and to recover property lost or stolen.

3. Cancellation

You may cancel this policy within 14 days of receipt of Your policy documentation (the Cancellation Period). You must
arrange the cancellation of Your policy through the place of purchase (either the shop or telephone number purchased from.
If Your policy was purchased via the internet, please call the telephone number published on the internet).

Any premium already paid will be refunded to You providing You have not travelled, no claim has been made or is intended to be
made and no incident likely to give rise to a claim has occurred.

You may cancel this policy at any time after the Cancellation Period by contacting us as above. If You cancel after the
Cancellation Period no premium refund will be made.

We may also cancel the policy by sending 14 days notice by recorded delivery to You at Your last known address.

No premium refund will be given.

Claims Conditions

You must comply with the following conditions to have the full protection of Your policy.

If You do not comply We may at Our option cancel the policy or refuse to deal with Your claim or reduce the amount of any claim payment.

1. Claims

You must notify Us by either writing to AXA Assistance Claims Centre, PO Box 54098, London, SW20 8UU, or You may call 0845 345 2711 or fax to 0845 458 9644.

The notification must be made within 31 days or as soon as possible thereafter following any Bodily Injury, illness, disease, incident, event, redundancy or the discovery of any loss, theft or damage which may give rise to a claim under this policy.

You must also inform Us if You are aware of any writ, summons or impending prosecution. Every communication relating to a claim must be sent to Us without delay. You or anyone acting on Your behalf must not negotiate admit or repudiate any claim without Our written consent.

You or Your legal representatives must supply at Your own expense all information, evidence, details of household insurance and medical certificates as required by Us. We reserve the right to require You to undergo an independent medical examination at Our expense. We may also request and will pay for a postmortem examination.

You must retain any property which is damaged, and, if requested, send it to Us at Your own expense. If We pay a claim for the full value of the property and it is subsequently recovered or there is any salvage then it will become Our property. We may refuse to reimburse You for any expenses for which You cannot provide receipts or bills.

2. Subrogation

We are entitled to take over and conduct in Your name the defence and settlement of any legal action. We may also take proceedings at Our own expense and for Our own benefit, but in Your name, to recover any payment We have made under this policy to anyone else.

3. Fraud

You must not act in a fraudulent manner. If You or anyone acting for You

Make a claim under the policy knowing the claim to be false or fraudulently exaggerated in any respect or
Make a statement in support of a claim knowing the statement to be false in any respect or
Submit a document in support of a claim knowing the document to be forged or false in any respect or
Make a claim in respect of any loss or damage caused by Your wilful act or with Your connivance

Then

We shall not pay the claim
We shall not pay any other claim which has been or will be made under the policy
We may at Our option declare the policy void
We shall be entitled to recover from You the amount of any claim already paid nder the policy
We shall not make any return of premium
We may inform the police of the circumstances.

General exclusions applicable to all sections of the policy

We will not pay for claims arising directly or indirectly from:

War, invasion, acts of foreign enemies, hostilities or warlike operations (whether war be declared or not), civil war, rebellion, Terrorism, revolution, insurrection, civil commotion assuming the proportions of or amounting to an uprising, military or usurped power but this exclusion shall not apply to losses under section B – Emergency medical and other expenses, section C – Hospital benefit and section D – Personal accident unless such losses are caused by nuclear, chemical or biological attack, or the disturbances were already taking place at the beginning of any Trip.
Ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste, from combustion of nuclear fuel, the radioactive, toxic, explosive or other hazardous properties of any nuclear assembly or nuclear component of such assembly.
Loss, destruction or damage directly occasioned by pressure waves caused by aircraft and other aerial devices travelling at sonic or supersonic speeds.
The failure or fear of failure or inability of any equipment or any computer programme, whether or not You own it, to recognise or to interpret correctly or process any date as its true calendar date, or to continue to function correctly beyond that date.
Your pursuit of winter sports unless the appropriate winter sports extension has been chosen and the appropriate additional premium has been paid to include cover under sections J, K, L and M, in which case cover will apply to

(a) the winter sports shown in the list on page 8 and

(b) any other winter sports shown as covered on Your booking invoice.

Your participation in or practice of any other sport or activity unless:

(a) shown as covered without charge in the list on page 8 or

(b) shown as covered on Your booking invoice.

Your use of a motorised vehicle unless a full United Kingdom driving licence is held permitting the use of such vehicles in the United Kingdom.
Your wilfully, self-inflicted injury or illness, suicide or attempted suicide, sexually transmitted diseases, solvent abuse, alcohol abuse, the use of drugs (other than drugs taken in accordance with treatment prescribed and directed by a Medical Practitioner, but not for the treatment of drug addiction), self-exposure to needless peril (except in an attempt to save human life).
Your own unlawful action or any criminal proceedings against You.
Consequential loss of any kind (for example the replacement of locks following loss of keys).
Operational duties of a member of the Armed Forces.
Your travel to a country or specific area or event to which the Travel Advice Unit of the Foreign & Commonwealth Office or the World Health Organisation has advised the public not to travel.

Section A – Cancellation or curtailment charges

What is covered

We will pay You up to £10,000 for any irrecoverable unused travel, accommodation, excursion, car hire, car parking and admission ticket costs and expenses which You have paid or are contracted to pay together with any reasonable additional travel expenses incurred if

cancellation of the Trip is necessary and unavoidable or
the Trip is Curtailed before completion as a result of any of the following events occurring
The death, Bodily Injury or illness of:
1. You
2. Your sole travelling companion
3. any person with whom You have arranged to reside temporarily
4. Your Close Relative
5. a Close Business Associate.
Compulsory quarantine, jury service attendance or being called as a witness at a Court of Law of You or Your sole travelling companion with whom You are travelling or have arranged to travel with.
Redundancy (which qualifies for payment under current United Kingdom redundancy payment legislation and at the time of booking the Trip there was no reason to believe anyone would be made redundant) of You or Your sole travelling companion with whom You are travelling or have arranged to travel with.
You or Your sole travelling companion are a member of the Armed Forces, Police, Fire, Nursing or Ambulance Services or employees of a Government Department and have Your/their authorised leave cancelled for operational reasons, provided that such cancellation or Curtailment could not reasonably have been expected at the time this insurance is purchased by You.
The Police requesting You to remain at or return to Your Home due to serious damage to Your Home caused by fire, aircraft, explosion, storm, flood, subsidence, malicious persons or theft.

Special conditions relating to claims

You must obtain a medical certificate from the Medical Practitioner in attendance and prior approval of AXA Assistance to confirm the necessity to either:

Return Home prior to Curtailment of the Trip due to death, Bodily Injury or illness, or
Remain in hospital for the rest of the Trip due to Bodily Injury or illness.

If You fail to notify the travel agent, tour operator or provider of transport/accommodation immediately it is found necessary to cancel the Trip Our liability shall be restricted to the cancellation charges that would have applied had failure not occurred.

If You cancel the Trip due to Bodily Injury or illness You must provide a medical certificate from a Medical Practitioner stating that this necessarily and reasonably prevented You from travelling.

What is not covered

The first £75 of each and every claim per incident for each Insured Person (except for loss of deposit claims where the amount is reduced to £35).

The cost of Airport Departure Duty.

Any claims arising directly or indirectly from:

Redundancy caused by or resulting from misconduct leading to dismissal or from resignation or voluntary redundancy or where a warning or notification of redundancy was given prior to the date this insurance is purchased by You or the time of booking any Trip (whichever is the earlier).
Circumstances known to You prior to the date this insurance is purchased by You or the time of booking any Trip (whichever is the earlier) which could reasonably have been expected to give rise to cancellation or Curtailment of the Trip.

Travel tickets paid for using any airline mileage reward scheme, for example Air Miles.

Stress, anxiety, depression or any other mental or nervous disorder that You are suffering from unless it has been investigated and diagnosed as such by a consultant specialising in the relevant field except where We tell You, in writing, that we are still unable to provide cover.

Anything mentioned in the General exclusions applicable to all sections of the policy.

You should also refer to the Important conditions relating to health

Section B – Emergency medical and other expenses

What is covered

We will pay You up to £10,000,000 for the following expenses which are necessarily incurred within 12 months of the incident as a result of Your suffering Bodily Injury or illness and/or compulsory quarantine:

Emergency medical, surgical, hospital, ambulance and nursing fees and charges incurred:

outside the United Kingdom or
within the Channel Islands

Emergency dental treatment for the immediate relief of pain (to natural teeth only) up to a limit of £250 incurred:

outside the United Kingdom or
within the Channel Islands

In the event of Your death outside the United Kingdom the reasonable additional cost of funeral expenses abroad up to a maximum of £2,500 plus the reasonable cost of conveying Your ashes to Your Home, or the additional costs of returning Your body to Your Home.

Reasonable additional transport (economy class) or accommodation expenses incurred, up to the standard of Your original booking, if it is medically necessary for You to stay beyond Your scheduled return date.
This includes, with the prior authorisation of AXA Assistance, reasonable additional transport or accommodation expenses for a friend or Close Relative to remain with You or travel to You from the United Kingdom or escort You and additional travel expenses to return You to Your Home if You are unable to use the return ticket.

With the prior authorisation of AXA Assistance, the additional costs incurred in the use of air transport or other suitable means, including qualified attendants, to repatriate You to Your Home if it is medically necessary. Repatriation expenses will be in respect only of the identical class of travel utilised on the outward journey unless AXA Assistance agree otherwise.

Special conditions relating to claims

You must give notice as soon as possible to AXA Assistance or Us of any Bodily Injury or illness which necessitates Your admittance to hospital as an in-patient or before any arrangements are made for Your repatriation.

In the event of Your Bodily Injury or illness We reserve the right to relocate You from one hospital to another and arrange for Your repatriation to the United Kingdom at any time during the Trip. We will do this if in the opinion of the Medical Practitioner in attendance or AXA Assistance You can be moved safely and / or travel safely to the United Kingdom to continue treatment.

What is not covered

The first £75 of each and every claim per incident for each Insured Person.

Any claims arising directly or indirectly in respect of:

Costs of telephone calls, other than calls to AXA Assistance notifying them of the problem for which You are able to provide a receipt or other evidence to show the cost of the call and the number telephoned.
The cost of treatment or surgery, including exploratory tests, which are not directly related to the Bodily Injury or illness which necessitated Your admittance into hospital.
Any expenses which are not usual, reasonable or customary to treat Your Bodily Injury or illness.
Any form of treatment or surgery which in the opinion of the Medical Practitioner in attendance and AXA Assistance can be delayed reasonably until Your return to the United Kingdom.
Expenses incurred in obtaining or replacing medication, which at the time of departure is known to be required or to be continued outside the United Kingdom.
Additional costs arising from single or private room accommodation.
Treatment or services provided by a health spa, convalescent or nursing home or any rehabilitation centre unless agreed by AXA Assistance.
Any expenses incurred after You have returned to the United Kingdom.
Expenses incurred as a result of a tropical disease where You have not had the recommended inoculations and/or taken the recommended medication.
Your decision not to be repatriated after the date when in the opinion of AXA Assistance it is safe to do so.

Anything mentioned in the General exclusions applicable to all sections of the policy. You should also refer to the Important conditions relating to health.

Section C – Hospital benefit

What is covered

We will pay You £20 for every complete 24 hours You have to stay in hospital as an in-patient:

outside the United Kingdom or
within the Channel Islands

up to a maximum of £600 as a result of Bodily Injury or illness You sustain. We will pay the amount above in addition to any amount payable under section B – Emergency medical and other expenses.

You may claim only under section C – Hospital benefit or setion P – Mugging for the same event, not both

Special conditions relating to claims

You must give notice as soon as possible to AXA Assistance or Us of any Bodily Injury or illness which necessitates Your admittance to hospital as an in-patient.

What is not covered

Any claims arising directly or indirectly from:

Any additional period of hospitalisation relating to treatment or surgery, including exploratory tests, which are not directly related to the Bodily Injury or illness which necessitated Your admittance into hospital.
Hospitalisation relating to any form of treatment or surgery which in the opinion of the Medical Practitioner in attendance and AXA Assistance can be delayed reasonably until Your return to the United Kingdom.
Any additional period of hospitalisation relating to treatment or services provided by a convalescent or nursing home or any rehabilitation centre.
Hospitalisation as a result of a tropical disease where You have not had the recommended inoculations and/or taken the recommended medication.
Any additional period of hospitalisation following Your decision not to be repatriated after the date when in the opinion of AXA Assistance it is safe to do so.

Anything mentioned in the General exclusions applicable to all sections of the policy

Section D – Personal accident

Special Definitions

LOSS OF LIMB means loss by permanent severance of an entire hand or foot or the total and permanent loss of use of an entire hand or foot.

LOSS OF SIGHT means total and irrecoverable loss of sight.

What is covered

We will pay one of the benefits shown below if You sustain Bodily Injury which shall solely and independently of any other cause, result within one year in Your death, loss of limb, loss of sight or permanent total disablement.

Special conditions relating to claims

Our Medical Practitioner may examine You as often as they deem necessary in the event of a claim.

Provisions

1. Benefit is not payable to You:

a) Under more than one of items 1., 2. or 3.

b) Under item 3. until one year after the date You sustain Bodily Injury

c) Under item 3. if You are able or may be able to carry out any gainful employment or gainful occupation.

What is not covered

Anything mentioned in the General exclusions applicable to all sections of the policy.

DEATH:

Up to age 15 years inclusive: £2,000

Age 16 to 64 years inclusive: £15,000

Age 65 years and over: £15,000

LOSS OF ONE OR MORE LIMBS AND/OR LOSS OF SIGHT IN ONE OR BOTH EYES:

Up to age 15 years inclusive: £30,000

Age 16 to 64 years inclusive: £30,000

Age 65 years and over: Not covered

PERMANENT TOTAL DISABLEMENT:

Up to age 15 years inclusive: £30,000

Age 16 to 64 years inclusive: £30,000

Age 65 years and over: Not covered

Section E – Baggage

What is covered

We will pay You up to £1,500 for the accidental loss of, theft of or damage to Baggage. The amount payable will be the value at today’s prices less a deduction for wear tear and depreciation, (or We may at Our option replace, reinstate or repair the lost or damaged Baggage).
The maximum We will pay for the following items is:

£300 in total for any one article, pair or set of articles (for example a set of golf clubs).
the total for all Valuables £300.

We will also pay You up to £150 for the emergency replacement of clothing, medication and toiletries if the Baggage is temporarily lost in transit during the outward journey and not returned to You within 12 hours, provided written onfirmation is obtained and sent to Us from the carrier, confirming the number of hours the Baggage was delayed.

If the loss is permanent the amount paid will be deducted from the final amount to be paid under this section.

Special conditions relating to claims

You must report to the local Police within 24 hours of discovery and obtain a written report of the loss, theft or attempted theft of all Baggage.

If Baggage is lost, stolen or damaged while in the care of a carrier, transport company, authority or hotel You must report to them, in writing, details of the loss,theft or damage and obtain written confirmation. If Baggage is lost, stolen or damaged whilst in the care of an airline You must:

obtain a Property Irregularity Report from the airline.
give formal written notice of the claim to the airline within the time limit contained in their conditions of carriage (please retain a copy).
retain all travel tickets and tags for submission if a claim is to be made under this policy.

Receipts for items lost, stolen or damaged must be retained as these will help You to substantiate Your claim.

What is not covered

The first £75 of each and every claim per incident for each Insured Person (except claims under 'What is Covered' subsection 2. above).

Loss, theft of or damage to Valuables left Unattended at any time (including in a vehicle or in the custody of carriers) unless deposited in a hotel safe, safety deposit box or left in Your locked accommodation.

Loss, theft of or damage to Baggage contained in an Unattended vehicle:

overnight between 9 p.m. and 9 a.m. (local time) or
at any time between 9 a.m. and 9 p.m. (local time) unless it is in the locked boot which is separate from the passenger compartment for those vehicles with a boot, or for those vehicles without a separate boot locked in the vehicle and covered from view.

Loss or damage due to delay, confiscation or detention by customs or other authority.

Loss, theft of or damage to unset precious stones, contact or corneal lenses, spectacles, hearing aids, dental or medical fittings, antiques, musical instruments, mobile telephones, documents of any kind, bonds, securities, perishable goods, bicycles, Ski Equipment and damage to suitcases (unless the suitcases are entirely unusable as a result of one single incidence of damage).

Loss or damage due to cracking, scratching, breakage of or damage to china, glass (other than glass in watch faces, cameras, binoculars or telescopes), porcelain or other brittle or fragile articles unless caused by fire, theft, or accident to the vessel, aircraft or vehicle in which they are being carried.

Loss or damage due to breakage of sports equipment or damage to sports clothing whilst in use.

Loss, theft of or damage to business goods, samples, tools of trade, motor accessories and other Items used in connection with Your business, trade, profession or occupation.

Loss or damage caused by wear and tear, depreciation, deterioration, atmospheric or climatic conditions, moth, vermin, any process of cleaning repairing or restoring, mechanical or electrical breakdown.

Anything mentioned in the General exclusions applicable to all sections of the policy.

Section F – Personal Money, passport and documents

What is covered

We will pay You up to £500 for the accidental loss of, theft of or damage to Personal Money and documents (including passports, visas, driving licences and green cards).

The maximum We will pay for the following items is:

For bank notes currency notes and coins not deposited in a safe, safety deposit box or left in Your locked accommodation £300.
If You are under the age of 16, for bank notes currency notes and coins £50.

We will also pay You up to £500 for reasonable additional travel and accommodation expenses incurred necessarily abroad to obtain a replacement of Your lost or stolen passport or visa.

Special conditions relating to claims

You must report to the local Police within 24 hours of discovery and obtain a written report of the loss, theft or attempted theft of all Personal Money and documents.

If Personal Money and documents are lost, stolen or damaged while in the care of a carrier, transport company, authority or hotel You must report to them, in writing, details of the loss, theft or damage and obtain written confirmation. If Personal Money and documents are lost, stolen or damaged whilst in the care of an airline You must:

obtain a Property Irregularity Report from the airline.
give formal written notice of the claim to the airline within the time limit contained in their conditions of carriage (please retain a copy).
retain all travel tickets and tags for submission if a claim is to be made under this policy.

Receipts for items lost, stolen or damaged must be retained as these will help You to substantiate Your claim.

What is not covered

The first £75 of each and every claim for each Insured Person for each and every section of the policy claimed under (except claims under subsection 2. above).

Loss, theft of or damage to Personal Money or Your passport or visa left Unattended at any time (including in a vehicle or in the custody of carriers) unless deposited in a hotel safe, safety deposit box or left in Your locked accommodation.

Loss, theft of or damage to travellers’ cheques if You have not complied with the issuers conditions or where the issuer provides a replacement service.

Loss or damage due to delay, confiscation or detention by customs or other authority.

Loss or damage due to depreciation in value, variations in exchange rates or shortages due to error or omission.

Anything mentioned in the General exclusions applicable to all sections of the policy.

Section G – Personal liability

What is covered

We will pay up to the £2,000,000 (inclusive of legal costs and expenses) against any amount You become legally liable to pay as compensation for any claim or series of claims arising from any one event or source of original cause in respect of accidental:

Bodily Injury, death illness or disease to any person who is not in Your employment or who is not a Close Relative or member of Your household.
Loss of or damage to property that does not belong to and is neither in the charge of or under the control of You, a Close Relative, anyone in Your employment or any member of Your household other than any temporary holiday accommodation occupied (but not owned) by You where the amount We will pay up to is limited to £100,000.

Special conditions relating to claims

You must give Us written notice as soon as possible of any incident, which may give rise to a claim.

You must forward every letter, writ, summons and process to Us as soon as You receive it.

You must not admit any liability or pay, offer to pay, promise to pay or negotiate any claim without Our written consent.

We will be entitled if We so desire to take over and conduct in Your name the defence of any claims for indemnity or damages or otherwise against any third party. We shall have full discretion in the conduct of any negotiation or proceedings or in the settlement of any claim and You shall give Us all necessary information and assistance which We may require.

In the event of Your death, Your legal representative(s) will have the protection of this cover provided that such representative(s) comply(ies) with the terms and conditions outlined in this policy.

What is not covered

Compensation or legal costs arising directly or indirectly from

Liability which has been assumed by You under agreement unless the liability would have attached in the absence of such agreement.
Pursuit of any business, trade, profession or occupation or the supply of goods or services.
Ownership possession or use of vehicles aircraft or watercraft (other than surfboards or manually propelled rowboats, punts or canoes).
The transmission of any communicable disease or virus.
Ownership or occupation of land or buildings (other than occupation only of any temporary holiday accommodation where We will not pay for the first £150 of each and every claim arising from the same incident).

Anything mentioned in the General exclusions applicable to all sections of the policy.

Section H – Delayed departure

What is covered

If departure of the Public Transport on which You are booked to travel is delayed at the final departure point from or to the United Kingdom for at least 12 hours from the scheduled time of departure due to:

strike or
industrial action or
adverse weather conditions or
mechanical breakdown of or a technical fault occurring in the Public Transport on which You are booked to travel

We will pay You:

£20 for the first completed 12 hours delay and £20 for each full 12 hours delay thereafter up to a maximum of £200 or
10,000 for any irrecoverable unused travel and accommodation costs and other pre-paid charges which You have paid or are contracted to pay if after a minimum 12 hours has elapsed, You choose to cancel Your Trip.

You may claim only under subsection 1. or 2. above for the same event, not both.

You may claim only under section H – Delayed departure or section I – Missed departure for the same event, not both.

Special conditions relating to claims

You must check in according to the itinerary supplied to You.

You must obtain confirmation from the carriers (or their handling agents) in writing of the number of hours of delay and the reason for the delay.

You must comply with the terms of contract of the travel agent, tour operator or provider of transport.

Special conditions relating to claims

You must check in according to the itinerary supplied to You.

You must obtain confirmation from the carriers (or their handling agents) in writing of the number of hours of delay and the reason for the delay.

You must comply with the terms of contract of the travel agent, tour operator or provider of transport.

What is not covered

The first £75 of each and every claim per incident for each Insured Person under subsection 2. above.

Claims arising directly or indirectly from

Strike or industrial action or air traffic control delay existing or publicly declared by the date this insurance is purchased by You.
Withdrawal from service (temporary or otherwise) of an aircraft or sea vessel on the recommendation of the Civil Aviation Authority or a Port Authority or any similar body in any country.

Any claims arising in connection with a Trip solely within Your Home Area.

Anything mentioned in the General exclusions applicable to all sections of the policy.

Section I - Missed departure

What is covered

We will pay You up to £1,000 for reasonable additional accommodation (room only) and travel expenses necessarily incurred in reaching Your overseas destination or returning to the United Kingdom or Your Home Area if You fail to arrive:

at the international departure point in time to board the PublicTransport on which You are booked to travel on the initial international journey of the Trip, or

at the United Kingdom mainland departure point in time to board the Public Transport on which You are booked to return to the Channel Islands as a result of:

the failure of other Public Transport or
an accident to or breakdown of the vehicle in which You are travelling or
an accident or breakdown occurring ahead of You on a motorway or dual carriage way which causes an unexpected delay to the vehicle in which You are travelling or
strike, industrial action or adverse weather conditions

You may claim only under section I – Missed departure or section H – Delayed departure for the same event, not both.

Special conditions relating to claims

In the event of a claim arising from any delay occurring on a motorway or dual carriage way You must obtain written confirmation from the Police or emergency breakdown services of the location, reason for and duration of the delay.

You must allow sufficient time for the Public Transport or other transport to arrive on schedule and to deliver You to the departure point.

What is not covered

Claims arising directly or indirectly from:

Strike or industrial action existing or declared publicly by the date this insurance is purchased by You.
An accident to or breakdown of the vehicle in which You are travelling for which a professional repairers report is not provided.
Breakdown of any vehicle in which You are travelling if the vehicle is owned by You and has not been serviced properly and maintained in accordance with manufacturers instructions.
Withdrawal from service (temporary or otherwise) of an aircraft or sea vessel on the recommendation of the Civil Aviation Authority or a Port Authority or any similar body in any country.

Additional expenses where the scheduled Public Transport operator has offered reasonable alternative travel arrangements.

Anything mentioned in the General exclusions applicable to all sections of the policy.

Sections J, K, L, and M – Winter sports

COVER IN RESPECT OF SECTIONS J, K, L AND M IS ONLY INCLUDED IF THE APPROPRIATE WINTER SPORTS EXTENSION HAS BEEN CHOSEN AND THE APPROPRIATE ADDITIONAL PREMIUM HAS BEEN PAID.

Section J - Ski equipment

What is covered

We will pay You up to £500 for the accidental loss of, theft of or damage to Your own or hired Ski Equipment. The amount payable will be the value at today’s prices less a deduction for wear tear and depreciation, (or We may at Our option replace, reinstate or repair the lost or damaged Ski Equipment).

Special conditions relating to claims

You must report to the local Police within 24 hours of discovery and obtain a written report of the loss, theft or attempted theft of all Ski Equipment.

If Ski Equipment is lost, stolen or damaged while in the care of a carrier, transport company, authority or hotel You must report to them, in writing, details of the loss, theft or damage and obtain written confirmation. If Ski Equipment is lost, stolen or damaged whilst in the care of an airline You must:

obtain a Property Irregularity Report from the airline.
give formal written notice of the claim to the airline within the time limit contained in their conditions of carriage (please retain a copy).
retain all travel tickets and tags for submission if a claim is to be made under this policy.

Receipts for items lost, stolen or damaged must be retained as these will help You to substantiate Your claim.

What is not covered

The first £75 of each and every claim per incident for each Insured Person.

Loss, theft of or damage to Ski Equipment contained in or stolen from an Unattended vehicl

overnight between 9 p.m. and 9 a.m. (local time) or
at any time between 9 a.m. and 9 p.m. (local time) unless it is in the locked boot which is separate from the passenger compartment for those vehicles with a boot, or for those vehicles without a separate boot locked in the vehicle and covered from view.

Loss or damage due to delay, confiscation or detention by customs or other authority.

Anything mentioned in the General exclusions applicable to all sections of the policy.

Section K – hire of Ski Equipment

What is covered

We will pay You up to £15 per day, up to a maximum of £150 for the reasonable cost of hiring replacement Ski Equipment as a result of the accidental loss of, theft of or damage to or temporary loss in transit for more than 12 hours of Your own Ski Equipment.

Special conditions relating to claims

You must report to the local Police within 24 hours of discovery and obtain a written report of the loss, theft or attempted theft of Your own Ski Equipment.

obtain a Property Irregularity Report from the airline.
give formal written notice of the claim to the airline within the time limit contained in their conditions of carriage (please retain a copy).
retain all travel tickets and tags for submission if a claim is to be made under this policy.

Receipts for items lost, stolen or damaged must be retained as these will help You to substantiate Your claim.

What is not covered

Loss, theft of or damage to Ski Equipment contained in or stolen from an Unattended vehicle:

overnight between 9 p.m. and 9 a.m. (local time) or
at any time between 9 a.m. and 9 p.m. (local time) unless it is in the locked boot which is separate from the passenger compartment for those vehicles with a boot, or for those vehicles without a separate boot locked in the vehicle and covered from view.

Loss or damage due to delay, confiscation or detention by customs or other authority.

Anything mentioned in the General exclusions applicable to all sections of the policy.

Section L – ski pack

What is covered

We will pay You up to £250 for the unused portion of Your ski pack (ski school fees, lift passes and hired Ski Equipment) following Your Bodily Injury, illness or loss of Your lift pass.

Special conditions relating to claims

You must provide written confirmation from a Medical Practitioner that such Bodily Injury or illness prevented You from using Your ski pack.

What is not covered

Anything mentioned in the General exclusions applicable to all sections of the policy.

Section M – piste closure

What is covered

We will pay You up to £20 per day, up to a maximum of £300 for the cost of transport organised by the tour operator to an alternative site if lack of snow conditions or avalanche results in the closure of skiing facilities (excluding cross-country or Nordic skiing) in Your resort and it is not possible to ski. The cover only applies:

To the resort which You have pre-booked for a period exceeding 12 hours and for so long as such conditions prevail at the resort, but not exceeding the pre-booked period of Your Trip and
To Trips taken outside the United Kingdom during the published ski season for Your resort.

If no alternative sites are available We will pay You compensation of £20 per day up to a maximum of £300.

What is not covered

Anything mentioned in the General exclusions applicable to all sections of the policy.

Special conditions relating to claims

You must obtain written confirmation from the tour operator (or their representative) of the number of days skiing facilities were closed in Your resort and the reason for the closure.

Section N – Overseas legal expenses and assistance (administered by AXA Assistance)

What is covered

We will pay up to £25,000 for legal costs to pursue a civil action for compensation if someone else causes You Bodily Injury, illness or death.

Where there are two or more Insured Persons insured by this policy, then the maximum amount payable by Us for all such claims shall not exceed £100,000.

Special conditions relating to claims

We shall supervise any legal action through agents We nominate and will decide the point at which negotiations cannot usefully be pursued further. After that, no further claims can be made against Us.

If You or Your lawyer receive any compensation, You must repay Us any legal costs which We have paid up to the amount of the compensation.

What is not covered

Legal costs in respect of:

Claims when in Our opinion there are no reasonable prospects for success.
Claims against a carrier, the travel or holiday agent or tour operator arranging any Trip, Us, AXA Assistance or their agents.
Claims against someone You were travelling with or another Insured Person.
Legal action where in Our opinion the estimated amount of compensation is less than £1,000.
Actions undertaken in more than one country.
Lawyers’ fees incurred on the condition that Your action is successful.
Claims by You other than in Your private capacity.
Claims occurring within the United Kingdom.

Legal costs or expenses incurred before We accept Your claim in writing.

Anything mentioned in the General exclusions applicable to all sections of the policy.

Section O – Hijack

What is covered

We will pay You £100 for every complete 24 hours up to a maximum of £1,500 for the duration of the Hijack.

What is not covered

If You or Your family or You business connections have engaged in any political or other activity that could be expected to increase the risk of Hijack.

Anything mentioned in the General exclusions applicable to all sections of the policy.

Section P – Mugging

What is covered

We will pay You £100 for every complete 24 hours up to a maximum of £1,000 if You have to stay in hospital as an in-patient outside the United kingdom as a result of You sustaining Bodily Injury whilst being Mugged.

You may claim only under section P – Mugging or section C – Hospital benefit for the same event, not both.

Special conditions relating to claims

You must give notice as soon as possible to AXA Assistance or Us of any Bodily Injury which necessitates Your admittance to hospital as an in-patient.

You must obtain a written report of the Mugging from the local Police.

What is not covered

Any claims arising directly or indirectly from:

Any additional period of hospitalisation relating to treatment or surgery, including exploratory tests, which are not directly related to the Bodily Injury which necessitated Your admittance into hospital.
Hospitalisation relating to any form of treatment or surgery which in the opinion of the Medical Practitioner in attendance and AXA Assistance can be delayed reasonably until Your return to the United Kingdom.
Any additional period of hospitalisation relating to treatment or services provided by a convalescent or nursing home or any rehabilitation centre.
Any additional period of hospitalisation following Your decision not to be repatriated after the date when in the opinion of AXA Assistance it is safe to do so.

Anything mentioned in the General exclusions applicable to all sections of the policy.

Complaints procedure

MAKING YOURSELF HEARD

We are committed to providing You with an exceptional level of service and customer care. We realise that things can go wrong and there may be occasions when You feel that We have not provided the service You expected. When this happens, We want to hear about it so that We can try to put things right.

WHO TO CONTACT?

The most important factors in getting Your complaint dealt with as quickly and efficiently as possible are:

to be sure You are talking to the right person, and;

that You are giving them the right information.

WHEN YOU CONTACT US:

Please give Us Your name and contact telephone number. Please quote Your policy and/or claim number and the type of policy You hold. Please explain clearly and concisely the reason for Your complaint.

Step One – initiating Your complaint:

You should first write to AXA Assistance, PO Box 36400, London, EC3N 1ZQ.

If You wish to provide written details, the following checklist has been prepared for You to use when drafting Your letter.

• Head Your letter ‘COMPLAINT’

• Give Your full name, post code and contact telephone number(s)

• Quote the type of Policy and Your Policy and/or claim number

• Advise the name of Your insurance agent/firm (if applicable)

• Explain clearly and concisely the reason(s) for Your complaint

The letter should be sent to the person dealing with Your complaint along with any other material required.

We expect that the majority of complaints will be quickly and satisfactorily resolved at this stage, but if You are not satisfied, You can take the issue further:

Step Two – contacting AXA Head Office:

If Your complaint is one of the few that cannot be resolved by this stage, write to the Head of Customer Care at the address below, who will arrange for an investigation on behalf of the Chief Executive:

AXA Insurance, Customer Care Team, 7th floor, Civic Drive, Ipswich, IP1 2AN.

Or You may use e-mail: customercare@axa-insurance.co.uk

Or telephone: 01473 205926, or fax: 01473 205101

Step Three – beyond AXA:

If We have given You Our final response and You are still dissatisfied You may refer Your case to the Financial Ombudsman Service (Ombudsman).

Insurance Division, Financial Ombudsman Service
South Quay Plaza, 183 Marsh Wall, London, E14 9SR
Telephone: (0845) 080 1800, or fax: (020) 7964 1001

The FOS is an independent body that arbitrates on complaints about general insurance products and other financial services.

It will only consider complaints after We have provided You with written confirmation that Our internal complaints procedure has been exhausted.

Referral to the Ombudsman will not affect Your right to take legal action.

OUR PROMISE TO YOU

Acknowledge written complaints promptly
Investigate quickly and thoroughly
Keep You informed of progress
Do everything possible to resolve Your complaint
Learn from Our mistakes
Use information from complaints to continuously improve Our service
To help Us improve Our service, We may record or monitor telephone calls
Financial Services Compensation Scheme (FSCS)
AXA Insurance is covered by the FSCS, which is triggered when an authorised firm goes out of business. In this unlikely event You may be entitled to compensation from the scheme.
Compensation under the scheme for:
Compulsory insurance is covered in full.

Non-compulsory insurance is protected in full for the first £2,000 and 90% of any amount above this threshold.

Full details are available at www.FSCS.org.uk

Thomson May 2008 - October 2009 Gold Insurance Premiums

Nights	Age 2 - 15			Age 16 - 64			Age 65 - 84
	Long Haul*	Long Haul**	Short Haul	Long Haul*	Long Haul**	Short Haul	Long Haul	Long Haul**	Short Haul

Gold Holiday Insurance Policy

May 2008 - Oct 2009 AXA Gold Travel Insurance Policy

Contents

What is covered

Special conditions relating to claims

What is not covered

What is covered

Special conditions relating to claims

What is not covered

What is covered

Special conditions relating to claims

What is not covered

What is covered

Special conditions relating to claims

What is not covered

What is covered

Special conditions relating to claims

What is not covered

What is covered

Special conditions relating to claims

What is not covered

What is covered

Special conditions relating to claims

What is not covered

What is covered

We will pay You:

Special conditions relating to claims

What is not covered

What is covered

Special conditions relating to claims

What is not covered

Section J - Ski equipment

What is covered

Special conditions relating to claims

What is not covered

What is covered

Special conditions relating to claims

What is not covered

What is covered

Special conditions relating to claims

What is not covered

What is covered

What is not covered

Special conditions relating to claims

What is covered

Special conditions relating to claims

What is not covered

What is covered

What is not covered

What is covered

Special conditions relating to claims

What is not covered

OUR PROMISE TO YOU