Travel Insurance that treats you
 

Travel Insurance frequently asked questions

Please note, our policies will not cover any claims caused by or relating to Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2), any mutation of Coronavirus, COVID-19 or SARs-COV-2 or any pandemic or fear or threat of any the above. We also can not cover any claims relating to any fear or threat concerning these viruses. This general exclusion applies to all sections of cover except for Section B2 Emergency Medical Expenses. 

For all policies purchased after 14:00 on 16 March 2020 the following advice applies for Coronavirus

Please note, there is no cover under our policies for:

• Cancellation, abandonment or curtailment claims if the Foreign and Commonwealth Office (FCO) advises you not to travel, for example where the FCO advise against all but essential travel to an area affected by Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2) or any mutation of Coronavirus, COVID-19 or SARs-COV-2.

• Any claims as a result of Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2), any mutation of Coronavirus, COVID-19 or SARs-COV-2 or any pandemic or fear or threat of any the above. Except for Section B2 Emergency Medical Expenses. This will only apply if you did not travel against the published advice of the FCO, any local government, local authority or WHO.

What classes as essential travel (FCO)?

• The FCO does not have a definition of what they class as ‘Essential Travel’. The FCO website states ‘Whether travel is essential or not is your own decision. You may have urgent family or business commitments to attend to. Circumstances differ from person to person. Only you can make an informed decision based on the risks’.

• tifgroup will only cover ‘all but essential travel’ if customers have contacted us with their reasons for travel and cover has been agreed by the Underwriters.

Will my policy cover medical treatment for the Coronavirus? And will repatriation be covered?

• If you catch Coronavirus or require medical treatment, then yes cover will be in place for emergency and necessary treatment. Customers should be aware that our policies are travel insurance policies and not private medical insurance meaning that there is no cover for any medical expenses incurred in private medical facilities if we have confirmed that medically capable public facilities are available.

Please contact our Assistance Team if you require medical treatment.

• Our policies will provide cover for repatriation (bringing you home) that is medically necessary. Our Assistance Team will liaise with your treating doctor(s) about your treatment plan and if required obtain a ‘fit to fly’ certificate. We also liaise with you and advise on, and put in place, suitable repatriation plans to get you home as soon as it is medically safe to do so in order to achieve your optimal recovery. Our team are unable to make arrangements to repatriate you where it is against local advice, where travel is restricted or where you would pose a risk to other passengers.

Am I covered for cancellation due to the Coronavirus?

• Please note, there is no cover under our policies for cancellation, abandonment or curtailment claims if the Foreign and Commonwealth Office (FCO) advises you not to travel, for example where the FCO advise against all but essential travel to an area affected by Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2) or any mutation of Coronavirus, COVID-19 or SARs-COV-2.

If I am stuck abroad due to the Coronavirus and cannot come home on my planned return date, will my travel insurance be extended to cover me until I can get home?

• Depending on your policy, cover may be extended for the following reasons:

o If you are hospitalised, require medical treatment and are unable to fly.

o If your transport is disrupted or delayed.

o If you cannot return home for any reason beyond your control

• We would ask that you check your specific policy wording for more information on this.

If I am quarantined due to the Coronavirus, what cover is in place?

• Please note, there is no cover under our policies for any claims as a result of Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2), any mutation of Coronavirus, COVID-19 or SARs-COV-2 or any pandemic or fear or threat of any the above. Except for Section B2 Emergency Medical Expenses. This will only apply if you did not travel against the published advice of the FCO, any local government, local authority or WHO.

Please contact our Assistance Team if you are admitted to hospital.

What happens if I arrive at my holiday destination and they refuse entry due to the virus?

• If you travel to an area which the FCO advise against travel to, there would be no cover under the travel insurance policies as this would be considered as a known event.

• If you travel to an area and the FCO advice changes after leaving home, you should contact your travel agent or tour operator for information on availability of flights or refunds in the first instance.

• If you are refused entry at passport/border control, you should contact your airline or transport provider to arrange changing your return ticket to allow you to come home early.

Will I be covered if I want to cut my trip short due to the Coronavirus?

• Please note, there is no cover under our policies for cancellation, abandonment or curtailment claims if the Foreign and Commonwealth Office (FCO) advises you not to travel, for example where the FCO advise against all but essential travel to an area affected by Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2) or any mutation of Coronavirus, COVID-19 or SARs-COV-2.

Am I covered for travel disruption caused by the Coronavirus?

• If you are unable to return home on your planned date some policies will contribute towards the cost of food and additional accommodation, some may also include the additional costs of getting home. We would ask that you check your specific policy wording for more information on this.

If I go out on an excursion for the day and then am not allowed back to my travel accommodation (or cruise ship) due to quarantine, what cover do I have?

• You should follow any instructions issued by the local authorities as it is more than likely that you will have to enter some form of quarantine.

• Travellers should contact their travel agent or tour operator for assistance in the first instance.

• Some policies will contribute towards the cost of food and additional accommodation, some may also include the additional costs of getting home. We would ask that you check your specific policy wording for more information on this.

Can I cancel my current policy and take a new policy which has cover for change in FCO advice?

• Yes, however you should be aware that there will be no cover if the FCO has already issued a directive to the area you are travelling to. Your new policy will only cover you for events and restrictions in areas that occur after the date you paid for your policy and may have different terms, conditions and premiums applied.

If I have a stop-over in an area which the FCO advices against travel to, am I still covered?

• We would suggest that if you have not started that part of your journey you contact your airline to change your travel plans to move on to the next part of your itinerary.

• If you arrive at your stop-over airport and entry is denied due to the virus you should contact your airline to change your travel plans to move on to the next part of your itinerary.

Can my policy be changed to suit a ‘new/different’ holiday or trip?

• If you are offered an alternative destination and or dates from your travel agent, we are pleased to advise that we will shift your insurance policy to fit the new trip without any administration charges, providing the new trip is for the same duration and to the same location or geographical area. Please call the customer service team on the number listed in your policy wording.

For all policies purchased after 13 February 2020 and before 13:00 on 16 March 2020 the following advice applies for Coronavirus

Am I insured if I travel against the advice of the Foreign and Commonwealth Office (FCO)?

None of the policies underwritten by URV will provide cover if you decide to travel against the advice of the FCO. This would be for ‘All Travel’ and ‘All but Essential Travel’. If the area is classified as ‘All but Essential Travel’ and customers are still planning to go, they must contact us in advance with their reasons for travel and cover must be agreed by the Underwriters.

What classes as essential travel (FCO)?

The FCO does not have a definition of what they class as ‘Essential Travel’. The FCO website states ‘Whether travel is essential or not is your own decision. You may have urgent family or business commitments to attend to. Circumstances differ from person to person. Only you can make an informed decision based on the risks’. We will only cover ‘all but essential travel’ if customers have contacted us with their reasons for travel and cover has been agreed by the Underwriters.

 

<p">Will my policy cover medical treatment for the Coronavirus? And will repatriation be covered?

If you catch Coronavirus or require medical treatment, then yes cover will be in place for emergency and necessary treatment. Customers should be aware that our policies are travel insurance policies and not private medical insurance meaning that there is no cover for any medical expenses incurred in private medical facilities if we have confirmed that medically capable public facilities are available.

Please contact our Assistance Team if you require medical treatment.

Our policies will provide cover for repatriation (bringing you home) that is medically necessary. Our Assistance Team will liaise with your treating doctor(s) about your treatment plan and if required obtain a ‘fit to fly’ certificate. We also liaise with you and advise on, and put in place, suitable repatriation plans to get you home as soon as it is medically safe to do so in order to achieve your optimal recovery. Our team are unable to make arrangements to repatriate you where it is against local advice, where travel is restricted or where you would pose a risk to other passengers.

 

Am I covered for cancellation due to the Coronavirus?

Travel insurance policies have different terms and conditions regarding what is and what is not covered in regards to the cancellation of a trip. This type of event is usually not covered across the travel insurance industry for cancellation. This is because most policies have specific reasons for cancellation and the “fear of an epidemic, pandemic, infection or allergic reaction” is not one of those reasons. We would advise travellers who have booked package holidays to a destination affected by the viral outbreak and looking to cancel their trip or amend their travel plans to contact their travel agent or tour operator in the first instance. If you are not able to amend your trip and have a medical justification for having to cancel, we would be happy to discuss your situation on a case-by-case basis. Some policies will provide cover for cancellation due to changes in FCO advice.

 

If I am stuck abroad due to the Coronavirus and cannot come home on my planned return date, will my travel insurance be extended to cover me until I can get home?

Depending on your policy, cover may be extended for the following reasons: • If you are hospitalised, require medical treatment and are unable to fly.

• If your transport is disrupted or delayed.

• If you cannot return home for any reason beyond your control We would ask that you check your specific policy wording for more information on this.

 

If I am quarantined due to the Coronavirus, what cover is in place?

If you are admitted to hospital your policy will usually provide assistance with returning home when you have been discharged.

Please contact our Assistance Team if you are admitted to hospital.

If you are confined to your trip accommodation some policies will contribute towards the cost of food and additional accommodation, some may also include the additional costs of getting home. We would ask that you check your specific policy wording for more information on this.

 

What happens if I arrive at my holiday destination and they refuse entry due to the virus?

If you travel to an area which the FCO advise against travel to, there would be no cover under the travel insurance policies as this would be considered as a known event. If you travel to an area and the FCO advice changes after leaving home, you should contact your travel agent or tour operator for information on the availability of flights or refunds in the first instance. If you are refused entry at passport/border control, you should contact your airline or transport provider to arrange changing your return ticket to allow you to come home early.

 

Will I be covered if I want to cut my trip short due to the Coronavirus?

Travel insurance policies have different terms and conditions regarding what is and what is not covered in regards to cutting short a trip. This type of event is usually not covered across the travel insurance industry for cutting short a trip. This is because most policies have specific reasons for cutting short your trip and the “fear of an epidemic, pandemic, infection or allergic reaction” is not one of those reasons. We would advise travellers who have booked package holidays to a destination affected by the viral outbreak and looking to cut your trip short they should contact their travel agent or tour operator for information on the availability of flights in the first instance. If you are travelling independently from a tour operator or travel agent, you should make your own arrangements to leave by either altering return tickets where possible or booking onto an alternative commercial flight or mode of transport. Claims for independent traveller’s additional expenses in returning home earlier than planned, where medically justified, will be assessed on a case-by-case basis. Some policies will provide cover for cutting short a trip due to changes in FCO advice. We would ask that you check your specific policy wording for more information on this, or contact our claims handlers.

 

Am I covered for travel disruption caused by the Coronavirus?

If you are unable to return home on your planned date some policies will contribute towards the cost of food and additional accommodation, some may also include the additional costs of getting home. We would ask that you check your specific policy wording for more information on this, or contact our claims handlers.

 

If I go out on an excursion for the day and then am not allowed back to my travel accommodation (or cruise ship) due to quarantine, what cover do I have?

You should follow any instructions issued by the local authorities as it is more than likely that you will have to enter some form of quarantine. Traveller’s should contact their travel agent or tour operator for assistance in the first instance. Some policies will contribute towards the cost of food and additional accommodation, some may also include the additional costs of getting home. We would ask that you check your specific policy wording for more information on this.

 

Can I cancel my current policy and take a new policy which has cover for change in FCO advice?

Yes, however, you should be aware that there will be no cover if the FCO has already issued a directive to the area you are travelling to. Your new policy will only cover you for events and restrictions in areas that occur after the date you paid for your policy and may have different terms, conditions and premiums applied.

 

If I have a stop-over in an area which the FCO advises against travel to, am I still covered?

We would suggest that if you have not started that part of your journey you contact your airline to change your travel plans to move on to the next part of your itinerary. If you arrive at your stop-over airport and entry is denied due to the virus you should contact your airline to change your travel plans to move on to the next part of your itinerary.

 

Can my policy be changed to suit a ‘new/different’ holiday or trip?

If you are offered an alternative destination and or dates from your travel agent, we are pleased to advise that we will shift your insurance policy to fit the new trip without any administration charges, providing the new trip is for the same duration and to the same location or geographical area. Please call the customer service team on the number listed in your policy wording.

For all policies purchased before 13 February 2020 (underwritten by Mapfre)

I booked my trip before you classed the outbreak as a ‘Known Event’ on 13th March 2020. So am I covered for Coronavirus (COVID-19)?

It will be easier if we break this question down.

(i) If you are due to travel in the next 30 days (from 17th March to 15th April 2020):

The FCO has advised against all but essential international travel for all British nationals for the next 30 days. Therefore, if you purchased your policy and booked your trip before 13th March 2020, and you are due to travel in the next 30 days, we will consider a claim for cancellation should you now decide to cancel your trip. Please note that if you decide to travel against the FCO’s advice, you will not be covered for any subsequent claim.

(ii) If you travelled between 13th and 16th March and are currently abroad:

If you purchased your policy before 12th March and booked your trip before 13th March 2020, then as per FCO advice, there is no need for you to come home immediately. However, we would encourage you to be mindful of the risk of delays and short notice cancellations to your travel arrangements, and to plan accordingly. We will consider claims for curtailment, should you decide to cut your trip short.

I bought my policy before 12th March 2020, but didn’t book my holiday until on or after 13th March 2020. Am I covered for Coronavirus (COVID-19)?

Unfortunately, you would not be covered for any Coronavirus (COVID-19) related claims for that trip, because it was booked after we declared the outbreak a ‘Known Event’ on 13th March 2020. If you are due to travel in the next 30 days (between 17th March and 15th April 2020), you will not be covered for any cancellation claim should you decide to cancel your trip in light of the FCO’s advice for British nationals.

Am I insured if I travel against the advice of the Foreign and Commonwealth Office (FCO)?

None of the policies underwritten by Mapfre will provide any cover if you decide to travel against the advice of the FCO. This would be for ‘All Travel’ and ‘All but Essential Travel’. If the area is classified as ‘All but Essential Travel’ and customers are still planning to go, they must contact us in advance with their reasons for travel and cover must be agreed by the Underwriters.

Will my policy cover medical treatment for the Coronavirus? And will repatriation be covered?

If you travel to a country that the FCO has not advised against travel to and catch Coronavirus or require medical treatment, then yes cover will be in place for emergency and necessary treatment. Customers should be aware that our policies are travel insurance policies and not private medical insurance meaning that there is no cover for any medical expenses incurred in private medical facilities if we have confirmed that medically capable public facilities are available.

Please contact our Assistance Team if you require medical treatment.

Our policies will provide cover for repatriation (bringing you home) that is medically necessary. Our Assistance Team will liaise with your treating doctor(s) about your treatment plan and if required obtain a ‘fit to fly’ certificate. We also liaise with you and advise on, and put in place, suitable repatriation plans to get you home as soon as it is medically safe to do so in order to achieve your optimal recovery. Our team are unable to make arrangements to repatriate you where it is against local advice, where travel is restricted or where you would pose a risk to other passengers.

Am I covered for cancellation due to the Coronavirus?

Your policy will provide cover for cancellation if the FCO advise against travel to your trip destination, as long as the insurance was in place prior to the FCO advice. However, customers should try to get reimbursement from their tour operator/travel provider in the first instance. You cannot claim for cancellation because there is a disinclination to travel.

If I am stuck abroad due to the Coronavirus and cannot come home on my planned return date, will my travel insurance be extended to cover me until I can get home?

Depending on your policy, cover may be extended for the following reasons: • If you are hospitalised, require medical treatment and are unable to fly.

• If your transport is disrupted or delayed.

• If you cannot return home for any reason beyond your control

If I am quarantined due to the Coronavirus, what cover is in place?

If you are admitted to hospital with the virus your policy will usually provide medical emergency cover and assistance with returning home when you have been discharged.

Please contact our Assistance Team if you are admitted to hospital.

If you are confined to your trip accommodation in a quarantine situation, you should call the 24 hour medical assistance helpline. It’s likely we would cover additional costs if you are out of pocket and have evidence to support the enforced quarantine.

What happens if I arrive at my holiday destination and they refuse entry due to the virus?

If you travel to an area which the FCO advise against travel to, there would be no cover under the travel insurance policies as this would be considered as a known event. If you travel to an area and the FCO advice changes after leaving home, you should contact your travel agent or tour operator for information on the availability of flights or refunds in the first instance. If you are refused entry at passport/border control, you should contact your airline or transport provider to arrange changing your return ticket to allow you to come home early.

Will I be covered if I want to cut my trip short due to the Coronavirus?

If the FCO advice to the country you are in changes to all but essential travel while you are overseas we would allow curtailment. In this situation, you should call the 24 hour medical assistance helpline. If the FCO advice to that country hasn’t changed and you just wish to come home early, no cover would be in place.

If I go out on an excursion for the day and then am not allowed back to my travel accommodation (or cruise ship) due to quarantine, what cover do I have?

You should follow any instructions issued by the local authorities as it is more than likely that you will have to enter some form of quarantine. Traveller’s should contact their travel agent or tour operator for assistance in the first instance.

If I have a stop-over in an area which the FCO advises against travel to, am I still covered?

In the first instance you would need to contact your airline/travel provider to try to rearrange how you reach your end destination. If a change in route incurs additional costs, a claim can be made. If you knowingly go to a country where the FCO are advising against travel to, even as a stop-over, no cover would be in place should you contract coronavirus while in that country.  

Can I claim for cancellation if the event I’m travelling for is cancelled?

Yes – provided the cancellation is specifically due to the coronavirus then cover is provided

Can my policy be changed to suit a ‘new/different’ holiday or trip?

Yes, if the new departure date is within 3 months of the original departure date we will allow this provided no claim is being made for the original trip. If the new destination warrants a higher premium, this would need to be collected. Any requests outside of 3 months should be referred to the UW Team for a decision.

What can I do with my policy if I am no longer travelling and have received a refund for my holiday?

If you are able to obtain a full refund of your unused costs from the supplier and therefore are not going to make a claim, we would allow this. Cases will be referred to the UW Team as we may need to retain a portion of the premium for the time we were on risk.

What should I do if I have not received my documents?

Your policy is sent to you via the email address you provide us. Please note that some internet providers filter out automated e-mails as SPAM so please check your SPAM/junk folder if the e-mail has not been received. If you haven’t received it please email us at debenhamstravelinsurance@rockinsurance.com or call us on 0343 658 0371 to send it again.

Alternatively your documents can be delivered by post.

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

Debenhams offers travel insurance to all of the above variations, however we do offer discounts to couples & families.

Now get covered with our single trip travel insurance or annual multi-trip travel insurance.

Can we travel independently on our couple/family travel insurance policy?

Each adult can travel independently. Dependent children can travel independently provided they are accompanied at all times by a responsible adult.

How many children can I insure on a family policy?

Up to four (4) dependent children under the age of 18.

How many times can I travel on my Annual Multi-trip insurance?

You can travel as many times as you wish on the Annual Multi-trip insurance, the area is dependent on the type of policy you have purchased. The annual insurance can be purchased for Europe, Worldwide excluding USA and Canada or Worldwide which allows you to travel anywhere in the world, providing the Foreign & Commonwealth Office has not restricted travel to a particular country.

You need to take into consideration the length of time that you are travelling. Any individual trip must not exceed 60 days.

I forgot to take travel insurance before I left the U.K can I still be covered?

Unfortunately you can not be covered if you have left the UK.

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.

Lost passport?

You should report the loss or theft of your passports to the local police as soon as possible. You will need the crime reference details they provide for the Lost or Stolen Passport Notification form. You should also report the loss or theft to the UK Foreign and Commonwealth Office. You can obtain details of your local FCO office wherever you are by visiting the FCO website. The FCO will issue you with replacement travel documents so that you can travel back to the UK.

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 goes into administration, if they are an ABTA member you can submit a claim to them for the cost of your holiday.

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 the underwriter cannot make any payment to you. If you leave luggage and personal items unattended in a public place then the underwriter cannot be held responsible for any resultant claim. You should always take reasonable care to look after your property and treat it as if it were not insured. There is no cover for cash or valuables left in an unattended vehicle at any time, even if the vehicle is locked.

Are my glasses covered?

Yes, there is cover for sunglasses and prescription 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.

Geographical limits

Does Debenhams cover non UK residents?

Debenhams policies are only available to residents of the UK or the Channel Islands and are registered with a medical practitioner.

What countries are covered by Debenhams?

The geographical limits are;

Area 1
UK: England, Scotland, Wales, Northern Ireland and the Isle of Man

Area 2
Europe: Means Albania, Algeria, Andorra, Armenia, Austria, Azerbaijan, Azores, Balearic Islands, Belarus, Belgium, Bosnia-Herzegovina, Bulgaria, Canary Islands, Corfu, Corsica, Crete, Croatia, Cyprus, Czech Republic, Denmark, Egypt, Eire (Republic of Ireland), Estonia, Faroe Islands, Finland, France, Georgia, Germany, Gibraltar, Greece, Greek Islands, Hungary, Iceland, Isle of Man, Italy, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Morocco, Netherlands, Northern Ireland, Norway, Poland, Portugal, Romania, Russia, San Marino, Sardinia, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, The Channel Islands, Tunisia, Turkey, Ukraine, United Kingdom, Vatican City.

Area 3
Worldwide, excluding USA, Canada and the Caribbean

Area 4
Worldwide, including USA, Canada and the Caribbean

Please note: No cover is provided to countries where the Foreign and Commonwealth Office have advised against all travel, or all but essential travel.

Can I upgrade my policy?

Yes, you can upgrade your policy to a different geographical limit, add winter sports cover, cruise cover, golf cover or wedding cover upon payment of additional premium subject to terms and conditions. However once the policy has been purchased you are unable to add gadget cover to the policy. Please contact one of our friendly members of staff on 0343 658 0371.

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

You would need to select the geographical limit that includes all of your destinations, so for example if you are travelling to Spain and then France you would select the European policy. However if you are going to Dubai and then stopping off in Italy for a few days, you would need to purchase a Worldwide excluding policy.

Which area would I need to purchase if travelling to Egypt, Tunisia, Turkey and Morocco?

You would need to select the Europe geographical area to cover travel to these countries.

Policy & purchase details

How can I purchase travel insurance from you?

You can purchase our policies online or alternatively you can call one of our friendly members of staff in our call centre on 0343 658 0371.

What is the difference between Standard, Superior and Luxury cover?

These are the different levels of cover offered under this policy. Standard offers the lowest level of cover, with the highest excess for the cheapest premium. Superior offers a higher level of cover with a lower excess and is priced accordingly. Luxury cover provides the highest levels of protection for you and there is no excess to pay in the event of a claim. As a result Luxury cover is the more expensive choice.

What ages do I enter to obtain a quote?

Please enter the age at the time of purchase.

When do I start my policy from?

At the time of booking your travel arrangements to ensure you have adequate cancellation cover for that trip. However, when purchasing a Single Trip travel policy you select your trip dates and your cancellation cover will start on the day of purchase.

How can I pay for my travel insurance?

You can pay online using our secure system where all data is encrypted.

If you do not feel comfortable online then you can call one of our friendly staff in our call centre on 0343 658 0371 and they will help you with your policy.

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

What are my cancellation rights?

You have the right to cancel your policy within 14 days of the purchase providing there are no claims pending on the policy and you haven’t already travelled.

Can I update my details?

If you need to change names and/or your address, please contact us on 0343 658 0371.

Can I extend my stay whilst away?

Unfortunately, you are unable to extend your policy whilst you are away; therefore you need to ensure that you are purchasing the correct policy. However if due to unforeseen circumstances such as the flight being cancelled or delayed due to no fault of your own, the policy will be automatically extended for you.

Am I covered for cancellation?

You are covered for the cancellation of your holiday for the reasons stated in the policy wording. 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 a policy excess?

Most sections of the policy carry an Excess and this works exactly the same as car insurance. 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 of the policy. The Excess will be reduced to NIL if you have used an EHIC (Formally E111) to reduce your medical expenses bill.

How can I stop my Annual Multi-trip policy being automatically renewed?

If you do not wish to have your Annual Multi-trip policy renewed then please feel free to opt out of automatic renewal by visiting http://www.rockinsurance.com/autorenew.

Eligibility

What is the maximum age you can insure up to?

Single Trip policies we insure up to 84.

Annual Multi-trip policies we insure up to 74

Winter sports - 64 years of age at time of purchasing your insurance.

For customers over the ages mentioned above, we can still arrange cover through our partners at goodtogoinsurance.com Click here to get a quote today

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

Unfortunately you cannot be covered if you have left the UK.

What is classed as a UK resident?

This policy is only available to you if you are permanently resident in the United Kingdom or the Isle of Man and registered with a medical practitioner in one of these areas.

Can non UK residents be covered under your policy?

No, only UK residents can purchase the Debenhams policy.

Medical and health

Does Debenhams cover pre-existing medical conditions?

Yes. If you have medical conditions you must declare them to us either online or by calling our Medical Screening helpline on 01293 665915. Please note that you are unable to purchase a policy if you have medical conditions and do not declare them to us.

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

Unfortunately you are not able to purchase a policy if the Medical Screening declines to offer cover your medical conditions.

Am I covered if I am pregnant?

Yes, cover is provided for complications of pregnancy. Pregnancy itself is not deemed to be an illness or pre-existing medical condition. Cover will only apply if a complication of pregnancy occurs during your period of cover and it must not be related a previous complication prior to the purchase of your cover. Please refer to the meaning of words in the policy wording for the definition of complications of pregnancy. Please note that if the due date coincides with the time of travel there is no cover under this policy.

Am I covered if I need emergency medical treatment and get sent to a private facility?

This is a travel insurance policy and not private medical insurance. This means there is no cover for any medical expenses incurred in private medical facilities if we have confirmed that medically capable public facilities are available.

Emergencies and claims

What do I do in an emergency?

If you purchased your policy on or after 05 March 2020, please use the following:

Medical Emergency Assistance

Contact tifgroup-assistance on +44 (0) 208 103 8249.

Claims

You can download the relevant form: www.policyholderclaims.co.uk or contact tifgroup-claims on: +44 (0) 208 103 8250.

 Alternatively you can now claim online through https://autoclaims.tifgroup.co.uk

 

If you purchased your policy between 12 September 2019 and 04 March 2020, please use the following:  

Medical Emergency Assistance

Contact Mapfre Assistance on 0330 400 1452

Claims

You can download the relevant form: www.travelclaimsservices.com/claims or contact Travel Claims Services on: 0330 400 1452

Until further notice, please do not send any claims forms or supporting documentation by post to our address as the office is now operating with minimal staff due to government guidelines during the Coronavirus emergency.

We are still able to accept and process documentation sent by email to enquiries@travelclaimsservices.com and will endeavour to resume our normal service as soon as possible.

With this in mind, there is no need to send original documentation to us at this stage where you are able to email it, although please do retain it as we may ask you to provide this at a later date. If you have no other alternative than to send documentation by post, please bear with us as this may not be acknowledged or processed for some time.

 

 If you purchased your policy before the above dates please contact us on 0343 658 0371.


Sports & activities – including golf

Does Debenhams cover sports?

Yes. However, different sports have differing levels of risk; so we have split sports and activities into different categories. These can be viewed in the policy wording.

Am I covered for scuba diving?

Yes, you are covered for scuba diving (not solo) at no additional premium on Debenhams policies up to a maximum of 30m, within the terms and conditions of special sports and activities.

Now get covered with our single trip travel insurance or annual travel insurance.

Can I get Golf Cover?

Debenhams offers a special golf insurance cover which can be added at the ‘optional upgrades’ section of the quote process.

We offer cover for your golf equipment up to £500 and up to £200 per single item. So make sure you are covered with our golf travel insurance.

Winter sports

What age can I get winter sports cover up to?

Provided you are 64 or under at the time of purchase, you can purchase our winter sports upgrade at the optional upgrade stage of our quote process. If you are over the age of 64 and require cover for winter sports, please contact 0343 658 0371. Full details of what is covered can be found in the policy wording. Now get a quote for winter sports travel insurance.

How many days winter sports cover do I have?

On a Single Trip policy there is no limit on winter sports cover if you have purchased the Winter Sports optional upgrade.

On an Annual Multi-trip policy you have one trip of up to 21 consecutive days winter sports cover if you have purchased the Winter Sports optional upgrade.

Now get a quote for winter sports travel insurance.

Gadget Travel Insurance

What is Gadget Travel Insurance?

Debenhams Gadget Travel Insurance is designed to cover personal electronic gadgets and communication devices you carry with you on holiday. It is always surprising the value of the items that we carry in our luggage/handbag, and it’s only when something goes wrong do we understand the true value both financially and personally. This flexible cover enables you to insure any gadget up to 6 years old at the date of registration (15 months if the gadget is a laptop).

Up to 3 gadgets valued at £1000 in total
Up to 5 gadgets valued at £2000 in total
Up to 7 gadgets valued at £3000 in total

What is a Gadget?

A gadget is an electronic device designed by the manufacturer to be portable with its own internal power source, which can be used in or away from the home.

What is covered under the policy?

Accidental Damage – We will pay repair costs if your gadget is damaged as a result of an accident during the policy period.

Theft – if your gadget is stolen during the policy period we will replace it. Where only part or parts of your gadget have been stolen, we will only replace of that part or parts.

Malicious Damage – If your gadget is damaged through the intentional or deliberate actions of another party we will repair it. Where only part or parts of your gadget have been damaged, we will only replace that part or parts. Please refer to the Policy Wording for full cover, benefits, limits and exclusions.

Breakdown - if a Breakdown of your Electronic Equipment occurs outside of the manufacturer’s guarantee or warranty period we will pay up to the amount shown in the Schedule of Benefits for the repair costs. If we are nable to economically repair your Electronic Equipment then, at our discretion, a Replacement Item will be provided by us. We will not pay for any Breakdown claims excluded under the “What is Not Covered” section of your policy wording.

Liquid Damage - We will pay up to the amount shown in the Schedule of Benefits to repair or provide a Replacement Item for your Electronic Equipment if it is damaged as a result of accidentally coming into contact with any liquid. We will not pay for any liquid damage claims excluded under the “What is Not Covered” section.

Unauthorised Calls, Texts or Data Use - Where your item of Electronic Equipment is a device where you are charged for Unauthorised Calls, Texts or Data Use and it is lost or stolen, we will refund the cost of any calls, texts or data used after the time it was lost or stolen to the time it was blacklisted by your airtime provider. This is subject to you providing an itemised bill. The maximum we will pay for any one occurrence is £100. In addition to claims excluded under the “What is Not Covered” section, we will not pay for any Unauthorised Calls, Texts or Data Use where the Theft has not been reported to your airtime provider within 12 hours of the Theft occurring.

Whose gadgets can I insure under my policy?

The insured person(s) named on the policy schedule

Can I insure second hand gadgets?

This insurance only covers gadget(s) purchased as new. Second hand items are not eligible for cover.

Am I covered if I bought my electronic item from an auction site?

No, this policy does not cover items purchased from online auctions.

Is there an age restriction on the item I can insure?

The item must be less than 6 years old from the date it was purchased as new. If the insured item is a laptop, it must be under 15 months old when the policy is started.

Is there an excess fee?

Yes. There is an excess fee of £50 for all successful claims which must be paid before your claim can be approved.

Do I need to supply a receipt if I make a claim?

In the event of a claim you will need to provide the original receipt for the purchase of your gadget for which you are claiming. The receipt must be in the same family name.

If you do not possess or were never issued with a receipt for your gadget (as they were provided free as part of a contract, e.g. mobile phone), you will need to provide evidence of the original order and/or contract under which the gadget was supplied.

What should I do if I replace my insured item (or one of my gadgets)?

We do not need to know if you replace your insured item.

When does my policy end?

Single Trip policies: As per your Certificate of Insurance, if you have chosen a Single Trip policy it will continue until you return to the UK on the date given when purchasing the policy or if you cancel your policy with us by email, post or telephone. This does not affect your 14 day statutory right to cancel. Upon cancellation, cover will terminate immediately (subject to your 14 day Statutory right to cancel).

Annual Multi-trip policies: As per your Certificate of Insurance, if you have chosen an Annual Multi-Trip policy your period of insurance is 12 months from the date of purchase or renewal. Upon cancellation, cover will terminate immediately and providing you have not made a claim you will receive a pro rata refund of the premium (subject to your 14 day Statutory right to cancel). Please note that if you do cancel your policy, your gadget will no longer be covered against any major eventualities that your policy covers (such as theft, accidental damage or malicious damage).

How can I pay for my policy?

You can pay online using our secure system where all data is encrypted. If you do not feel comfortable online then you can call one of our friendly staff in our UK call centre on 0343 658 0371 and they will help you with your policy. We accept Visa, MasterCard, Maestro/Switch, Solo, Visa Electron, Delta and American Express.

How soon will I receive my policy documents after purchasing a policy with you?

Your policy is sent to you via the email address you provide us. Please note that some internet providers filter out automated e-mails as SPAM so please check your SPAM/junk folder if the e-mail has not been received. If you haven’t received it please email us at admin@Debenhamstravelinsurance.com or call us on 0343 658 0371 to send it again. Alternatively for a small postage charge, your documents can be delivered by post.

How do I make a gadget claim?

Notify Trent-Services (Administration) Ltd as soon as possible after any incident likely to result in a gadget claim under this insurance.

Trent-Services (Administration) Limited
Trent House
Love Lane
Cirencester
Gloucestershire
GL7 1XD
01285 626020
claims@trent-services.co.uk

Do I have to complete a claim form?

Yes, a claim form will be sent out from the administrator.

How can I cancel my insurance?

You may cancel your insurance policy within 14 days of purchase without penalty and we will provide a full refund providing that you have not made a claim during the 14 days. After 14 days, you may cancel the policy at any time. Please note that if you do cancel your policy, your gadget will no longer be covered against any eventualities that your policy covers (such as theft, accidental damage or unauthorised calls).

You can cancel your insurance, by giving notice of cancellation by email admin@Debenhamstravelinsurance.com, fax, post or telephone quoting your policy reference.

Please refer to the Policy Wording / Terms and Conditions for full details.

Who is the policy underwritten by?

Benefits under this section of the policy are arranged by Rock Insurance Services Limited with UK General Insurance Ltd on behalf of Great Lakes Insurance SE. Great Lakes Insurance SE is a German insurance company with its headquarters at Königinstrasse 107, 80802 Munich. UK Branch office: Plantation Place, 30 Fenchurch Street, London, EC3M 3AJ.

If I have a complaint, what should I do?

It is our intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a gadget claim you should in the first instance contact:

UK General Insurance Limited
Cast House
Old Mill business Park
Gibraltar Island Road
Leeds
LS10 1RJ

Telephone: 0345 218 2685
Email: customerrelations@ukgeneral.co.uk

In all correspondence please state your insurance is provided by Rock Insurance Services Limited and quote scheme ref 05815A.

How will my complaint be dealt with?

We aim to deal with any complaint within 24 hours of receipt however we guarantee that you will be contacted by letter or telephone within 5 working days of receipt of your complaint. This will either be a response to your complaint or if we are not able to respond at this time we will inform you of who is handling your complaint, provide a reference for your complaint, and explain why we are unable to respond at this time. If after 4 weeks, we have still been unable to resolve your complaint you will receive a further letter informing you of our progress.

If after a further 4 weeks we are still unable to resolve your complaint you will receive a letter explaining why we cannot respond to your complaint. We will indicate when we expect to respond and will provide details of your right to refer your complaint to The Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR. Tel: 0800 023 4567.

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.

Debenhams Gift Card

The Gift Card Offer was only available on new purchases or annual trip travel renewals up to 23:59 on 22 April 2020. If you bought a travel insurance policy before that date the following questions and answers should provide any information you require. Please note that the Gift Card promotion is not open to new purchases after that date.

What is the Debenhams Gift Card offer?

If you purchased a single trip travel insurance polic before 23:59 on 22nd April 2020, you will receive a £5 Debenhams Gift Card. If you purchased an annual trip travel insurance policy before 23:59 on 22nd April 2020, you will receive a £15 Debenhams Gift Card. The offer is per policy, not per person.

You are eligible for the gift card offer if you purchased your travel insurance policy through one of the following:

  • Directly over the phone or through the Debenhams website
  • Debenhams Direct renewals
  • MoneySupermarket.com (www.moneysupermarket.com)
  • Quotezone (www.quotezone.co.uk)

When will I receive my gift card?

You should receive your gift card around the middle of the month following your policy purchase. Though it can take up to 60 days. No gift card will be issued for policies cancelled within the standard 14 day cooling off period.

I still haven’t received my card

If you purchased your policy over 60 days ago, and believe your gift card should have been delivered by now, then it’s worth checking your spam folder and spam filter settings. You may find that the email with your gift card has gone into your spam or junk mailbox. It may also never have reached your inbox due to your email provider rejecting it due to their spam filter.

If you suspect you haven’t received it due to it being rejected as spam and it is not showing in your spam folder, then please email us on debenhamstravelinsurance@rockinsurance.com and we will arrange to send it to you in the post.

How will I receive my gift card?

Your gift card will be sent to you within 60 days from your travel insurance policy purchase date via the email address you provide us with. You will have 90 days to redeem your gift card from receipt.

I have received my card, but it doesn’t work

Has your card expired?

Gift cards are valid for at 90 days after they were issued. You can check your card’s expiry date by checking on the gift card email or on the printed gift card. The length of time you have to redeem their gift cards is stated in the terms and conditions on the gift card.

I have received my card, but am having trouble using it online

To use the card for an online purchase at Debenhams.com please follow these instructions:

Step 1: On the delivery and 
payment method screen select “pay with gift card or e-gift card”.

Step 2: Enter the barcode number as the Gift card number and enter the PIN number as the PIN. Select “Use this card”.

Step 3: If you are part paying with your gift card, complete the order with your credit, debit or store card and click confirm.

If you are still having difficulties with your card, please email us on debenhamstravelinsurance@rockinsurance.com and we will investigate the issue further.

I’ve been offered a replacement gift card, when will it arrive?

If you were offered a replacement gift card you can usually expect your replacement card to be sent within 10 working days.

 

I cannot find the answer to my question.

What next? Please contact us on admin@debenhamstravelinsurance.com

Included With Cover

  • Up to £10m medical cover
  • Up to £5,000 cancellation cover
  • Up to £2,500 personal possessions cover
  • Up to £30,000 personal accident cover
  • Over 50 sports and activities covered
  • 24-hour emergency helpline

Optional Extras

You can upgrade your Debenhams Travel Insurance to include all the cover you need.

  • Winter sports cover
  • Overseas wedding cover
  • Cover for pre-existing medical conditions
  • Cover for golf equipment
Start your quote

Our Cover Types

Important Documents

Get a free £5 off £20 spend in store when you purchase Travel Money at Debenhams