Please contact us to file your claim. Depending on when you purchased your policy, your contacts may vary.
Claims for policies purchased from 28 May 2013:
Please visit www.eaclaims.co.uk to get a claim form. If you prefer to speak via phone, our Claims Helpline can be reached at 00 44 (0) 843 658 0345 to obtain a claim form. You will need your name, certificate number, and brief details of your claim for the call. Please notify us of your intention to make a claim within 28 days of your return date.
In your claim, please include the reference number below that relates to your Insurance policy:
Single Trip or Extended Stay policies - 13Q42
Annual Multi-Trip policies - 13Q43
Claims for policies purchased before 28 May 2013:
Please visit www.eaclaims.co.uk to get a claim form. If you prefer to speak via phone, our Claims Helpline can be reached at 00 44 (0) 843 858 0201 to obtain a claim form. You will need your name, certificate number, and brief details of your claim for the call. Please notify us of your intention to make a claim within 28 days of your return date.
In your claim, please include the reference number below that relates to your Insurance policy:
Single Trip or Extended Stay policies - 12Q42
Annual Multi-Trip policies - 12Q43
Claims for policies purchased before 06 July, 2012:
Please contact Direct Group Travel Services on 00 44 (0) 844 412 4296. Please notify us of your intention to make a claim within 45 days of your return date.If you prefer to contact Direct Group Travel Services by mail, please contact: Direct Group Travel Services Limited, Claims Department, PO Box 800, Halifax, HX1 9ET.
I have a complaint about the sale of my policy
Please follow the guidelines below so that your complaint can be dealt with in the most efficient way possible.
1. In the first instance, please put your complaint in writing to:
Rock Insurance Services Limited
6 Magellan Terrace
2. Upon receiving the outcome of your complaint from Rock Insurance Services Limited, if you are still not satisfied with the way your complaint has been dealt with, you can then ask the Financial Ombudsman Service to review your case. You can contact them at the following address:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Tel: 0845 080 1800
The Financial Ombudsman Service is an independent body that arbitrates on complaints about general insurance products. It will only consider complaints after you have been provided with written confirmation that the internal complaints procedure has been exhausted.
Note: Your statutory rights
Your statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.
Am I covered if I am pregnant?
Yes, cover under your policy is provided for unforeseen events. In particular, cover is provided under Section 2 for unforeseen bodily injury or illness. Pregnancy and Childbirth are not considered to be either an illness or injury. For the avoidance of doubt, please note that cover is ONLY given under Sections 2, 4, 5 and 6 of the policy wording for claims arising from Complications of Pregnancy and Childbirth. Please make sure you read the definition of Complications of Pregnancy and Childbirth given in your policy wording under the Meaning of Words.
Most sections of the policy carry an Excess. This is the first amount of any claim that you will have to pay. The amount may vary depending on the level of cover you have chosen. It is applicable per person per section. The Excess will be reduced to NIL if you have used a EHIC (Formally E111) to reduce your medical expenses bill or paid the Excess Waiver premium. The European Health Insurance Card (EHIC) can be used to cover any necessary medical treatment due to either an accident or illness within the European Economic Area (EEA). The EHIC entitles the holder to state-provided medical treatment within the country they are visiting and the service provided will be the same as received by a person covered by the country's 'insured' medical scheme.
The EHIC is the replacement for the E111. As of 1 January 2006, E111s are not valid.
How to Apply for the EHIC:
• At the Post Office® - Takes 21 Days - You can collect an application form and post it yourself or you can use the Post Office® Check & Send service, where they will check the application form and post the form off for you. This service offers the convenience, ease and reassurance that the form is completed correctly and the charge is £2 per application form. Your application should be processed within 21 days.
• By Telephone - Takes 10 Days - You can telephone the NHSBSA EHIC Application Line on 0845 606 2030. Your application should be processed within 10 days.
• Online - Takes 7 Days
- You can use the NHSBSA website which can be found at https://www.ehic.org.uk/Internet/home.do
to apply yourself or you can use the Portcreek EHIC Review and Forward service on this website. This service means that you will have the reassurance that all of your details have been checked by us for common mistakes made during applications and that we will contact you directly should we believe there will be any problems with your application which could delay its processing. Your application will then be submitted to the NHSBSA by Portcreek on your behalf. The charge is £9.95 per application. Your application should be processed within 7 days.
Am I covered for a cruise holiday?
Cruise cover is now available as an add-on. This will cover you if you are going on a cruise, or a cruise makes up part of your trip.
What is a Pre-existing Medical Condition?
- Any past or current Medical Condition that has given rise to symptoms or for which any form of treatment or prescribed medication, medical consultation, investigation or follow up/check-up has been required or received during the 2 years prior to the commencement of cover under the policy and/or prior to any Trip and
- any cardiovascular or circulatory condition (e.g. heart condition, hypertension, blood clots, raised cholesterol, stroke, aneurysm) that has occurred at any time prior to the commencement of cover under the policy and/or prior to any Trip.
To be entitled to cover under this insurance you and all persons named on this policy, on whose behalf you have permission to apply for this insurance, must understand and agree to the following:
No claim arising directly or indirectly from a Pre-existing Medical Condition affecting you will be covered unless:
- all your pre-existing medical conditions appear within the waived conditions list, or
- you have declared your pre-existing medical conditions through online medical screening, have been accepted and you have paid the appropriate additional policy.
If you need to amend your medical screening, you must contact our customer advisors team on 01293 655592 or 0843 658 0204.
Cover for Pre-Existing Medical conditions is not available to customers visiting from price comparison sites.
What are the Terms and Conditions?
It is important that you read the policy carefully and agree to all the Terms and Conditions to make sure that the cover provided is suitable for you. The Terms and Conditions are on the right hand side of this page.
What does Winter Sports cover?
Provided you have paid the Winter Sports extension, you are covered for: ski equipment, piste closure, avalanche cover, ski hire, ski pack costs up to the limits shown on the schedule of benefits.
Activities covered are:
Big foot skiing
Cross country skiing/Nordic skiing
Off piste skiing or snow-boarding (within local ski patrol guidelines)
The following Winter Sports are not covered under any circumstances:
What do I do if I need medical assistance when travelling?
You must contact the assistance company as soon as possible. You must obtain their prior authorisation before incurring any expenses over £500, except in the case of an emergency. In case of emergency, if you are physically prevented from contacting them immediately, you or someone designated by you must contact them within 48 hours.
For assistance outside U.K. dial: 00 44 (0) 843 658 0343 or 00 44 (0) 1293 655842
Quote your scheme reference:13Q42 (single trip policy), 13Q43 (annual trip policy)
Can we travel independently on our Couple/Family travel insurance policy?
Everyone can travel independently, however, children must be accompanied at all times by a responsible adult.
How often can I travel on an Annual Multi Trip policy?
The policy lasts for the complete 12 months, and you can take as many trips/holidays as you wish during the year. Any individual trip or holiday must not last longer than 21 days. If a trip is for a longer period you will need to purchase a Single Trip policy for that particular trip. Winter Sports cover, for a maximum of 17 days in aggregate for the whole year and Business Cover and Golf Cover, for a maximum of 21 days in total for the whole year, are available at an additional premium. Please contact Protect your bubble on 0800 091 3762.
What is the difference between Economy, Standard, Premier and Premier Plus cover?
Premier Plus cover offers wider coverage & higher sums insured than Economy, Standard and Premier with lower Excesses.
How is my policy delivered?
Your policy can be emailed directly to your email address shortly after being issued, please note that some internet providers filter our automated e-mails as SPAM so please check your SPAM/junk folder if the e-mail has not been received. Alternatively your documents can be delivered by post.
Do you offer cover for over 54 year olds?
No, If you are aged 54 or over please contact Protect your bubble on 0844 482 1053 and you may be able to obtain a quote on an alternative policy.
Do you cover non-UK residents?
You need to live in the UK (Great Britain, Northern Ireland and the Isle of Man) and have not spent more than 6 months abroad in the year prior to purchasing the policy. If you are outside this limit then please contact Protect your bubble on 0800 091 3762.
Can I go scuba diving when travelling?
Scuba diving between 30 – 50 metres can be added to your policy upon payment of an additional premium, please refer to Table C, Special Sports & Activities.
What policies do you offer?
Single Trip policies up to 31 days in duration:
Annual Multi Trip policies with maximum trip duration of 21 days.
Optional covers for Winter Sports, Golf and Business Travel
Economy, Standard and Premier levels of cover.
What credit/debit cards do you accept?
We accept Visa, MasterCard, Maestro/Switch, Solo, Visa Electron, Delta and American Express.
We are only able to accept cheques for policies over the value of £100. The policy will be set up when the cheque has been cleared through our bank. Please contact Protect your bubble on 0800 091 3762.
What happens if my bag is stolen with all my travel documents and money whilst I am travelling?
You must report theft or losses to the police or relevant authority within 24 hours of the event and obtain a written report. These reports are the only proof that the loss/theft did actually occur. Without them Fortis cannot make any payment to you. If you leave luggage and personal items unattended in a public place then Fortis cannot be held responsible for any resultant claim. You should always take reasonable care to look after your property and treat it as if it were not insured. There is no cover for cash or valuables left in an unattended vehicle at any time, even if the vehicle is locked.
Yes, there is cover for glasses on our policies, they are included as valuables. However, the maximum amount that will be paid for sunglasses or prescription glasses of any kind is £150 for Economy & Standard, £200 for Premier.
When do I need to purchase my travel insurance?
At the time of booking your travel arrangements, check to make sure that you have cancellation cover in place for that particular trip.
If your travel arrangements change then you must call Protect your bubble immediately on 0800 091 3762. You must be able to provide the correct Period of Insurance on your documentation in the event of a claim.
What do I need to take on holiday with me?
Please ensure that you take a copy of your certificate of insurance and a copy of the full policy wording - these documents contain important numbers that you may require whilst travelling.
Am I covered for my golf equipment?
Yes, provided you have paid the additional premium for the golf cover extension. Up to a maximum benefit limit of £1000 on Standard and £1,500 on Premier and £2,000 on Premier Plus and is payable with claims for a single club or item of Golf equipment limited to a maximum benefit of £1,000.
Am I covered for cancellation?
If you have paid the appropriate premium, you are covered for cancellation of your holiday for the reasons stated in the policy wordings. You may be able to claim (subject to the policy terms and conditions) for any travel or accommodation costs that you have either already paid or are contracted to pay, that you cannot reclaim from the tour operator.
What is an Excess Waiver?
If your policy includes the Excess Waiver, you will not need to pay the excess on any claim. You can add the Excess Waiver on to your policy through the payment of the appropriate additional premium. Please contact Protect Your Bubble Insurefor.com on 0800 091 3762
What is an EHIC (formally E111)?
If you intend travelling to European Union (EU) countries, the European Economic Area (EEA) or Switzerland, we would advise you to obtain a Form CM1 from your local main Post Office. On returning this duly completed to the main Post Office, you will be issued with a European Health Insurance Card (EHIC), which will entitle you to certain free or reduced cost health arrangements in the EU, EEA or Switzerland. (Full details are given in the DSS Leaflet No. SA40).
NB: In the event that you have used the EHIC to effectively reduce the cost or your treatment or medicines; then you will not have to pay an Excess in relation to any medical related claims.
We can change your policy within 14 days of purchase, after this you will only be able to make administration changes such as departure / return dates, extend the policy to cover Special Sports & Activities or upgrade the benefit levels within the policy. Please contact Protect Your Bubble on 0800 091 3762.
Which Special Sports and Activities are covered at no additional premium (but without any Personal Accident and Personal Liability sections):
Catamaran sailing (if qualified)
Clay pigeon shooting
Go karting (within organiser's guidelines)
Jet boating (no racing)
Jet skiing (no racing)
Paint balling (wearing eye protection)
Rifle range shooting
Sailing/ yachting inshore (recreational, crewing, no racing)
Shooting (within organiser's guidelines)
Small bore target shooting (within organiser's guidelines)
War games (wearing eye protection)
Yatching (if qualified)
Which Special Sports & Activities are covered with an additional premium?
Climbing up to 4000 meters
Dry slope skiing
Football - American
High altitude trekking
Hiking / trekking / walking (above 4000 meters)
Organised safari with guns
Outdoor endurance events
Parascending - over land
Sand dune surfing / skiing
Scuba diving between 30m - 50m (within organiser's guidelines)
Street Hockey (wearing pads and helmets)
Trekking high altitude
White water canoeing (up to grade 4 only)
Which Special Sports and Activities are not covered under any circumstances?
Caving and Pot holing
Climbing over 4000 metres
Flying (except passengers in licensed passenger aircraft)
High diving (over 5 metres)
Hunting (Fox / drag)
Motor Cycle racing
Mountaineering (over 4000 metres)
Paragliding / parapenting
Pot Holing / Caving
Professional Sports of any kind
Shark diving (in cage)
Speed trail / time trail
Water ski jumping