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

1. any heart or circulatory condition
2. a Stroke, TIA (Transient Ischaemic Attack) or High Blood Pressure
3. a Brain Haemorrhage
4. a breathing condition (including Asthma)
5. any type of Cancer
6. any type of Diabetes

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 Directline Flights 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 020 8239 8000.

Claims and Complaints Procedure

For policies issued between1 January 2016 and 31 December 2016

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

For policies issued 1 January 2017 and after

Making a claim

If you would like to make a claim please contact us at:
Citybond Suretravel Claims Department
1 Tower View
Kings Hill
West Malling, Kent
ME19 4UY
Phone: 020 3824 0712

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.