Our Policy Summary
This policy summary does not contain full details and conditions of your insurance - these are located in your policy wording.

Insurer
This insurance is underwritten by MAPFRE Asistencia Compañía Internacional de Seguros y Reaseguros, Sociedad Anonima. 5th Floor,Alpha House, 24a Lime Street, London EC3M 7HS. Company Number: FC021974. MAPFRE Asistencia) are authorised by the Dirección General de Seguros y Fondos de Pensiones and are subject to limited regulation by the Financial Conduct Authority and the Prudential Regulation Authority. Details about the extent of regulation by the Financial Conduct Authority and the Prudential Regulation AuthorityTrading by visiting the website https://register.fca.org.uk or by phoning 0300 500 8082.

Type of Insurance and eligibility
This is a holiday insurance policy which is available to UK and EU residents (minimum 6 months), who are registered with a local Doctor and aged 85 or under at the time of issue.

Summary of Benefits
Important changes to our policies
  • Our Annual Multi-trip Worldwide policy now has an additional region – excluding North America.
  • Egypt, Tunisia and Morocco continue to be rated as Worldwide excluding North America.
The significant features and benefits for each insured person are shown in the table below. These vary according to the cover option selected. The prices available here are for Single trip policies up to age 85. For all other enquiries please contact Citybond Suretravel on 0333 207 0506.

Section Cover Economy Cover Policy Excess
A Cancellation, Curtailment & Trip Interruption Charges £1,000 £95
  Loss of Deposit   £25
B Emergency medical expenses £5,000,000 £95
  Emergency dental treatment £250 £95
  Burial or cremation abroad £2,500 £95
C Hospital benefit £500 (£25 per day) Nil
D Personal accident:    
  Death £5,000 Nil
  Loss of limb or sight £10,000 Nil
  Permanent total disablement £10,000 Nil
E Baggage £750 £95
  Single article, pair or set limit £100 £95
  Valuables £100 £95
  Business equipment No Cover Nil
  Emergency replacement of baggage £100 Nil
F Personal money, passport and documents £250 £95
  Cash £150 £95
G Personal liability £1,000,000 per policy £95
H Delayed departure No Cover Nil
  Abandonment No Cover Nil
I Missed departure £500 - Europe / £1,000 Worldwide Nil
J UK departure assistance & missed UK connection £500 Nil
K Legal expenses and assistance £10,000 Nil
L Extended kennel and/or cattery fees £250 Nil
M Hijack and Kidnap £5,000 (£50 per day) Nil
N Personal assistance services £250 Nil
  Winter Sports (Optional)    
O Ski equipment £500 £95
  Hired ski equipment £250 £95
P Ski equipment hire £300 (£15 per day) Nil
Q Ski pack £500 Nil
  Lost Lift Pass £200 Nil
R Piste Closure £200 (£20 per day) Nil
S Avalanche or Landslide Cover £150 (£30 per day) Nil

Important Health Requirements

Anyone insured on this policy requiring cover should contact our medical screening service at www.healthcheck247.com or by calling 0333 207 0588 if they have:

Any medical conditions for which in the past 2 years:

i you have had or are waiting for any consultations, investigations or follow-ups;
ii. you are having or have had treatment or prescription medication;
iii. you are on a waiting list for, or knew you needed surgery, inpatient treatment or tests at a hospital or clinic at the date you bought the policy or the date you book your trip (if you have arranged a year round policy) whichever is the later;

Have had treatment for cancer in the last five years; or

Have EVER been diagnosed with or treated for any of the following:

  1. a heart attack, angina, chest pain(s), or any other heart condition
  2. high blood pressure, blood clots, raised cholesterol, aneurysm or circulatory disease
  3. any form of stroke, TIA (Transient Ischaemic Attack), or brain haemorrhage

UNLESS

You have told us about all your relevant medical conditions and we have accepted them in writing.

If your state of health changes between now and the date of travel, you may need to declare this information if you intend to continue with your trip.

The policy also contains conditions and exclusions if you need to cancel or curtail your trip, specifically relating to close relatives or anyone you will be staying or travelling with. Please ensure you read your policy document carefully.

Other significant policy exclusions and limitations

Sports & Recreational Activities: Participation in certain activities and sports, on a recreational and non-professional basis are covered within the terms of the policy at no additional premium. Certain activities and sports may however be subject to amended terms and conditions. Please see the sports and activities section of the policy document for further details or contact Ideal Holidays if you are in any doubt over the cover.

Third Party Liability: If you use a motorised vehicle (e.g. car, motor cycle, moped or scooter), sail or powered boat, or an airborne craft, no liability cover will apply under this policy and you must ensure that you have cover for third party injury or property damage in place.

Cancellation rights: If your cover does not meet your requirements, you may cancel cover within 14 days of receiving your insurance document/certificate and return all your documents for a refund of your premium, provided you have not travelled, made a claim or intend to make a claim. To cancel the policy contact Directline Flights on 0871 472 4635.

Claims and Complaints Procedure

For policies issued before 31 December 2015

Making a claim

If you would like to make a claim please contact us at:
Citybond Suretravel Travel Insurance Claims
POBox 500,
1 Drake Circus
Plymouth PL1 1QH
Telephone: 0330 102 6252 or 01752 272973

For policies issued 1 January 2016 and after

Making a claim

If you would like to make a claim please contact us at:
Citybond Suretravel Claims Department
PO Box 5775
Southend-on-Sea
Essex
SS1 2JY
Phone: 0330 400 1417 or 0117 930 5280

All claims must be notified within 31 days by completing the relevant claim form enclosing any original documentation, where applicable. Please refer to the relevant section of your policy for specific conditions and details of the supporting evidence. It is advisable to retain copies of all documents when submitting your claim form. For full details of the claims process, please refer to your policy document.

Making a complaint

We recognise the importance of service and set ourselves high standards. Should there be an occasion when we do not meet your expectations, we are equally committed to dealing with any complaint in a thorough and professional manner.

Full details of our complaints procedure can be found in your policy wordings.

If you are not satisfied with the final response you can refer the matter to the Financial Ombudsman Service.

Financial Services Compensation Scheme (FSCS)

For your added protection, the insurer is covered by the FSCS. You may be entitled to compensation from the scheme if it cannot meet its obligations. This depends on the type of business and the circumstances of the claim. Insurance cover is limited up to 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. Further information about the compensation scheme arrangements is available from the FSCS, telephone number 020 7892 7300, or by visiting their website at www.fscs.org.uk.

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