FAQ

Common Questions

I have not received my documents

Your documents should have been sent to your e-mail address. If they have not been received please first check your Spam or Junk mail as some e-mail providers can filter the certificates incorrectly. If your documents are still not found then please telephone the call centre on 0843 658 0270 to ensure the documents are provided to you.

Is it better value to take out travel insurance individually or as a couple, family or group?

If you require cover for a couple or family then you should choose that option from the relationship box in the quote path. This is because there can be discounts, such as kids travelling free, for couples and families.

How many children can I insure on a family policy?

You can insure up to 4 children aged 17 and under on a family policy.

How many times can I travel on my Diamond Travel Insurance Annual Multi–Trip Policy?

There is no limit to the number of times you can go away if you have purchased Annual Multi-Trip Insurance. However the number of days you can be away at a time will be limited and you should check your documents to ensure you have adequate cover.

I forgot to take travel insurance before I left the UK, can I still be covered?

To be eligible for Diamond Travel Insurance, you must be a resident of the UK and in the UK at the time that you take the insurance out. You cannot take out the insurance once you have left the UK.

Lost passport?

You should contact the nearest consulate for assistance in replacing the document. The policy will not cover you for the cost of the replacement document, but does offer assistance should you need to travel to the consulate or stay longer to sort out replacement documents.

What do I do in the event of my travel agent/tour operator/airline company going into administration?

Unfortunately, there is no cover under this policy if your travel agent or tour operator go into administration. If they are an ABTA member, you can submit a claim to them for the cost of your holiday.

If you have booked each component part of your holiday separately (flight, accommodation, car hire) and one of these companies goes into administration you can put in a claim on your Diamond Travel Insurance policy.

If you are a Premier customer and have purchased a Diamond Travel Insurance Single Trip or Annual Multi-Trip policy and would like to  claim  for an airline that has gone into administration, please contact International Passenger Protection on +44 (0) 20 8776 3752.

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

You should keep a separate note of the important telephone numbers from your insurance document as you may need assistance. The telephone number for Personal Assistance Services is 00 44 (0) 1444 442191, who will provide assistance if such an event occurs.

Am I covered if strike/industrial action occurs?

Provided that you were unaware of the strike/industrial action at the time you booked your policy, and that it was not public knowledge at that time, then there is some cover within the wording. Please see the sections on Cancellation & Curtailment, Travel Delay and Missed Departure on Your Outward Journey.

Are my glasses covered?

There is cover for both prescription glasses and sunglasses in the section Personal Luggage. The amount of cover depends on the level of cover you have purchased, however the overall limit for glasses of any kind is £150 per person.

Geographical Limits

Does Diamond Travel Insurance cover non-UK residents?

The policy only offers cover to UK residents. UK residency includes Great Britain, Northern Ireland and the Isle of Man.

Am I covered to travel within the UK?

Yes. However, you must have pre-booked at least 3 nights accommodation.

What countries are covered by Diamond Travel Insurance?

Zone 1: The UK Area.

Zone 2:  Albania,  Andorra,  Armenia,  Austria,  Azerbaijan,  Belarus,  Belgium, Bosnia-Herzegovina,  Bulgaria,  Channel  Islands,  Croatia,  Cyprus,  Czech Republic, Denmark (including Faeroe Islands), Egypt, Estonia, Finland, France (including Corsica), Georgia, Germany, Gibraltar, Greece (including Greek Isles), Hungary,  Iceland,  Ireland,  Italy  (including  Aeolian  Islands,  Sardinia,  Sicily), Latvia,  Liechtenstein,  Lithuania,  Luxembourg,  Macedonia,  Malta,  Moldova, Monaco,  Netherlands,  Norway  (including  Jan  Mayen,  Svalbard  Is),  Poland, Portugal  (including  Azores,  Madeira  Islands),  Romania,  Russia  (European), San Marino, Serbia/Montenegro (including Kosovo), Slovakia, Slovenia, Spain (including Balearic Islands, Canary Islands), Sweden, Switzerland, Turkey, UK Area, Ukraine and Vatican City.

Zone 3:  All countries worldwide,  excluding  the  United  States,  Canada, Bermuda and the Caribbean.

Zone 4: Australia & New Zealand.

Zone 5: All countries worldwide.

Can I upgrade my policy?

You cannot upgrade your policy to waive the excess once you have taken the policy out, however all other upgrades, such as Business and Winter Sports Cover can be made after the policy start date. However there could be times when the insurer requires that no further changes are made, for example if you have already travelled or are in the process of making a claim. Therefore you should try to ensure that the policy suits all your needs when you take it out to avoid any disappointing situation later on.

What do I do if I plan to visit more than one country?

You should always check the various geographic zones that your destinations are in (see question: What countries are covered by Diamond Travel Insurance?) If you are visiting countries in more than one zone then to be certain that you are choosing the correct cover, please check with  the customer services team on 0843 658 0270.

Which Zone would I need to purchase if travelling to Egypt or Turkey?

Choose Zone 2 for Europe.

Which Zone would I need to purchase if travelling to Morocco or Tunisia?

Choose Zone 3 for All Countries Worldwide (excluding USA, Canada, Bermuda and the Caribbean).

Policy and Purchase

How can I purchase travel insurance from Diamond Travel Insurance?

You can either buy online at www.diamondtravelinsurance.co.uk or call the friendly customer sales team on 0843 658 0270.

What is the difference between Standard and Premier cover?

Standard cover will cost the least amount of money. However, it will provide the lowest cover and you will have to pay the highest excess (which is the first amount of any claim you make). Premier cover will cost the most. However, it will provide the highest levels of cover, and more comprehensive cover, and you will have to pay the smallest excess.

You should always check the policy wording to ensure that you have chosen the right cover for you.

What ages do I enter to obtain a quote?

You should enter the age that you are now.

When do I start my policy from?

If you are taking out Diamond Travel Insurance Annual Multi-Trip Cover then you should start the policy no more than 31 days in advance. If you are buying a Diamond Travel Insurance Single Trip policy then the start date should be the date you are travelling.

How can I pay for my travel insurance?

You can pay for your travel insurance using any debit or credit card.

What are my cancellation rights?

You have the right to cancel this insurance should it not meet your needs within 14 days from either the date of purchase or receipt of your certificate of insurance, whichever is later, and provided that you have not already travelled.

Can I change my policy once I have purchased it?

You cannot upgrade your policy to waive the excess once you have taken the policy out, however all other upgrades, such as Business and Winter Sports Cover can be made after the policy start date. However there could be times when the insurer requires that no further changes are made, for example if you have already travelled or are in the process of making a claim. Therefore you should try to ensure that the policy suits all your needs when you take it out to avoid any disappointing situation later on.

Can I update my details?

If you have misspelt your name, address or email contact then this can be changed at any time by calling the team on 0843 658 0270.

Can I extend my stay whilst away?

In exceptional circumstances, your policy may be extended. However, this can only be done with the authority of the insurer. If you need to extend your policy, and are already away, then you should contact the team on 0843 658 0270, who will take some details from you and then contact the insurer.  A member of staff will then call you back to let you know whether this is possible.

Am I covered for cancellation?

If you have not chosen to delete the Cancellation & Curtailment Cover then you will be covered for cancellation. You should refer to Section 6 of the policy wording to see what this cancellation cover provides for you.

What is a 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 the claim per insured person each and every incident, each and every section of cover.

Eligibility

What is the maximum age Diamond Travel Insurance can insure up to?

The maximum age for someone taking out Diamond Travel Insurance Single Trip insurance is 74. The maximum age for someone taking out Diamond Travel Insurance Annual Multi-Trip insurance is 64. If you want to take out Diamond Travel Insurance Backpacker Cover, the maximum age is 45. If you require Diamond Travel Insurance Winter Sports Cover then the maximum age is 64.

I forgot to take travel insurance before I left the UK, can I still be covered?

To be eligible for Diamond Travel Insurance, you must be a resident of the UK and in the UK at the time that you take the insurance out. You cannot take out the insurance once you have left the UK.

What is classed as a UK resident?

A person who has lived in the UK for 6 months out of the last 12 month period.

Can non UK residents be covered under your policy?

No

Medical and Health    

What do I do in the event of a medical emergency?

In the event of a medical emergency, you must contact Medical Emergency Assistance as soon as possible on 00 44 (0) 1444 442190. 

If you are in Spain or the Balearic Islands then the Medical Emergency Assistance telephone number is 00 44 (0) 1444 442077.

You  MUST  contact  Medical Emergency Assistance before  incurring  expenses  in  excess  of  £500,  except  in  case  of emergency. In case of emergency, if you are physically prevented from contacting Medical Emergency Assistance immediately, you or someone designated by you must make contact within 48 hours.

Does Diamond Travel Insurance cover pre-existing medical conditions?

Yes. If you have a pre-existing medical condition then you should check to see whether this is covered under the Waived Conditions list on page 3 of your policy wording. If the condition is not on this list, or you have more than one condition and one of them is not on this list, then you need to contact Medical Screening to declare all your pre-existing medical conditions. You can contact us on 0843 658 0270. Your pre-existing medical conditions will not be covered unless you have declared all conditions, received acceptance of this in writing, and paid an additional premium.

If cover is refused for my medical condition am I still covered?

You will not be covered should any event arise as a result of your pre-existing medical condition. However, all other events/circumstances will still be covered under the policy providing that the terms and conditions are met.

How much medical cover does Diamond Travel Insurance offer?

If you purchase Standard or Backpacker Cover, the Medical Emergency & Repatriation Cover amount is £5,000,000. For Premier cover, the amount increases to £10,000,000.

Am I covered if I am pregnant?

Under EU directive, pregnancy is not treated as a pre-existing medical condition. Therefore, you would only be offered cover if there were complications arising as a result of pregnancy. You should read the policy wording carefully to ensure you understand what that cover entails. Please note that airlines can refuse to carry women who are within a certain time period of their due date. This is an allowable event under the EU directive. However, there is no cover under the policy if the airline refuses to board a passenger because of the due date.

Emergencies and Claims

What do I do in an emergency?

In the event of a medical emergency, you must contact Medical Emergency Assistance as soon as possible on 00 44 (0) 1444 442190. 

If you are in Spain or the Balearic Islands then the Medical Emergency Assistance telephone number is 00 44 (0) 1444 442077.

You  MUST  contact  Medical Emergency Assistance before  incurring  expenses  in  excess  of  £500,  except  in  case  of emergency. In case of emergency, if you are physically prevented from contacting Medical Emergency Assistance immediately, you or someone designated by you must make contact within 48 hours.

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

In the event of a medical emergency, you must contact Medical Emergency Assistance as soon as possible on 00 44 (0) 1444 442190. 

If you are in Spain or the Balearic Islands then the Medical Emergency Assistance telephone number is 00 44 (0) 1444 442077.

You  MUST  contact  Medical Emergency Assistance before  incurring  expenses  in  excess  of  £500,  except  in  case  of emergency. In case of emergency, if you are physically prevented from contacting Medical Emergency Assistance immediately, you or someone designated by you must make contact within 48 hours.

How do I make a claim?

First, check your certificate and the appropriate section of your policy to make sure that what you are claiming for is covered. Claim forms can be obtained from www.eaclaims.co.uk Alternatively, telephone the Claims Helpline on 00 44 (0)844 338 6335 to obtain a claim form, giving your name and certificate number, and brief details of your claim.

Please quote the correct reference number below relating to the Diamond Travel Insurance Policy you have purchased:

For Diamond Travel Insurance Single Trip policies, please quote 12Q07

For Diamond Travel Insurance Annual Multi-Trip policies, please quote 12Q08

For Diamond Travel Insurance Backpacker policies, please quote 12Q09

All claims must be notified within 28 days of your return on a policy claim form, accompanied by original invoices, receipts, reports, etc.

Sports and Activities – including golf

What sports am I covered for?

Different sports have differing levels of risk, so we have split sports and activities into four different cover levels.

Table A you are automatically covered under regular Diamond Travel Insurance policies (e.g. non-competitive football).

Table B (e.g. jet skiing (no racing)) you are automatically covered under regular policies however there is no cover for personal accident or personal liability (see policy wording for further details – pages 15-16).

Table C (e.g. rugby) offers greater risk sports and activities and can be added to your policy for an additional premium at the ‘tailor your policy’ section of our quote process.

Table D (e.g. polo) offers greater risk sports and activities and can be added to your policy for an additional premium at the ‘tailor your policy’ section of our quote process, however there is no cover for personal accident and personal liability (see policy wording for full details).

What does no cover in respect of personal accident and personal liability 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 legally liable for accidental bodily injury to or the death of, any person and/or accidental loss of or damage to their property.

However, Personal Accident and Personal Liability are separate sections within the policy and cover under Medical Emergency would still apply.

Am I covered for scuba diving?

Yes, you are covered for scuba diving at no additional premium on  Diamond Travel Insurance policies up to 30m (within organiser’s guidelines). If you require more than 30m in depth you can do so upon payment of an additional premium. Simply add Table C sports at the ‘tailor your policy’ stage of the quote process and be covered for scuba diving 30-50m (within organiser’s guidelines).

Can I get Golf Cover?

Diamond Travel Insurance offers a special Golf Cover which can be added at the ‘tailor your policy’ section of the quote process.

We offer excellent cover for your golf equipment up to £1,000 and £500 is available per single item. So make sure you are covered with our Diamond Travel Insurance Golf Cover.

Are my golf clubs covered?

Providing you have purchased the additional golf cover upgrade, your golf clubs are covered up to a maximum of £1,000, with £500 single article limit depending on which policy you have taken out. Now get a quote for Diamond Travel Insurance Golf Cover.

What do you describe golf equipment to be?

Golf clubs, golf bags, golf shoes, non-motorised golf trolleys owned or hired by you.

Winter Sports

What age can I get Winter Sports Cover up to?

You can upgrade your policy to include Winter Sports providing everyone on the policy is aged 64 and under.

What activities are covered by Winter Sports?

• Big foot skiing

• Cat skiing

• Cross country skiing/Nordic skiing

• Glacier skiing

• Ice hockey

• Mono skiing

• Off piste skiing or snow-boarding (within local ski patrol guidelines)

• Skidooing

• Skiing

• Sledging

• Snowblading/skiboarding

• Snowboarding

• Snow mobiling

• Tobogganing

What activities are not covered?

• Heli boarding

• Heli skiing

• Ice speedway

• Luging/bobsleighing

• Ski acrobatics

• Ski jumping

• Ski racing

• Ski stunting

How many days Winter Sports Cover do I have?

On a Diamond Travel Insurance Single Trip policy, there is no limit on Winter Sports Cover. On an Annual Multi-Trip policy, you have one trip of up to 17 consecutive days Winter Sports Cover.

Am I covered for off-piste skiing?

Yes, when within local ski patrol guidelines.

Am I covered if my skis/snowboard go missing in transit?

Yes, provided you have paid the additional Winter Sports premium, up to the amount outlined in your policy wording.

Am I covered for piste closure, avalanche or landslide and loss or theft of my ski pass?

Yes, provided you have paid the additional Winter Sports premium, to the amounts outlined in your policy wording.