Policy Booklet M&S PREMIUM CLUB TRAVEL INSURANCE - Effective from 8 February 2021 - M&S Bank
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M&S PREMIUM CLUB TRAVEL INSURANCE Policy Booklet Effective from 8 February 2021
ABOUT M&S BANK YOUR TRAVEL INSURANCE POLICY
This product is appropriate for the needs of If your complaint relates to a claim under your Please take the time to read this Policy Booklet as it contains important information.
those who wish to ensure they are covered M&S Premium Club travel insurance policy, you
To help you understand what you’re covered for at a glance, we’ve highlighted some common
against specific events whilst travelling need to contact:
questions such as:
away from home throughout the duration M&S Premium Club Travel Insurance Claims,
of the policy. Please refer to the Policy • Who is covered by this policy?
PO Box 432, Chichester, West Sussex, PO18 8WP.
Schedule, Insurance Product Information • Do I need to tell you that I’m travelling?
Document and this Policy Booklet for Telephone number: 0800 056 5913.
• Do I need to tell you about any medical conditions?
full cover details. You have not received Please provide your claim number in any
• What is the maximum trip length?
any advice or recommendation from M&S correspondence.
Bank for this travel insurance contract. • Are trips in the UK covered?
If you have a complaint about the cover under
this policy, please contact the Customer Care • Are business trips and winter sports covered?
Important information about M&S
Premium Club travel insurance department of Aviva Insurance on 0800 051 • How do I make a claim?
The Financial Conduct Authority (FCA) 2616. Alternatively you may write to: • Can I claim for cancellation of my trip if I have a problem with my travel documents,
and the Prudential Regulation Authority Customer Care team, M&S Premium Club travel e.g. my passport is out of date or my visa is not valid?
(PRA) regulate financial services, including insurance, PO Box 7463, Perth, PH2 0YX.
insurance. Use this information to decide Please provide your policy number in any
if the services are right for you. correspondence. WHAT’S INSIDE
Whose products are offered? If you are not satisfied you can approach the Welcome to your M&S Premium Club travel insurance 4
M&S Bank provides information on M&S Financial Ombudsman Service. Referral to the Travel insurance helplines 6
Premium Club travel insurance which is Financial Ombudsman will not affect your
Travel Assistance helpline 7
underwritten by Aviva Insurance Limited. right to take legal action. Full details of the
complaints process is available on page 29 of Your claim 8
What service is provided?
this booklet. Other important information about your policy 9
You will not receive any advice or
recommendation about M&S Premium Club Is M&S Bank covered by the Financial M&S Premium Club travel insurance terms and conditions 11
travel insurance. You will need to make your Services Compensation Scheme (FSCS)?
Definitions 11
own choice about how to proceed. M&S Bank is covered by the Financial
Services Compensation Scheme (FSCS). If Helpful and important information about your insurance 12
What will you have to pay for this General exclusions and conditions 14
we were unable to meet our obligations you
service?
may be entitled to compensation from the Your health – cover and exclusions for existing medical conditions 17
You will not be charged a fee for arranging scheme, depending on the type of business
this insurance. Cancelling your trip or coming home early 19
and circumstances of any claim. Further
Who is the regulator? information about compensation scheme Travel disruption 21
M&S Bank is authorised by the Prudential arrangements is available on their website: Emergency medical and associated expenses 22
Regulation Authority and regulated by the fscs.org.uk or by calling them on
Accidental death or permanent disability 24
Financial Conduct Authority and the Prudential 020 7741 4100 or 0800 678 1100.
Legal expenses and advice 24
Regulation Authority. M&S Bank is a trading
name of Marks & Spencer Financial Services Personal liability 25
plc, registered office: Kings Meadow, Chester Your possessions 25
CH99 9FB, registered in England No. 1772585. Winter sports 27
Our Financial Services Registration number is
151427. Our permitted business includes Sports and activities 28
arranging general insurance products. You can Complaints procedure 29
check this on the Financial Services Register by Compensation 29
visiting the FCA’s website at fca.org.uk/register
or by contacting the FCA on 0800 111 6768. Privacy notice overviews 30
What to do if you have a complaint
If you have a complaint about M&S Bank, please
contact our Customer Services team on
0345 900 0900, alternatively you may write to
Customer Services team, M&S Bank, PO Box
10565, 51 Saffron Road, Wigston, LE18 9FT.
2 3Welcome to your M&S Premium Club travel insurance Do I need to tell you about any
medical conditions?
Are trips in the UK covered?
Yes, holidays in the UK, the Channel Islands and
Please take time to read this Policy Booklet as it contains important information. If you, or any other insured person, have any the Isle of Man are covered when they include at
If you have a question and cannot find the answer in this booklet, please contact us on medical conditions which are not shown on the least 2 consecutive nights in pre-booked
0345 900 0900. ‘Accepted conditions‘ list and you wish us to accommodation or have prepaid flights or ferry
consider covering these, you need to contact us crossings. There is no cover for trips taken in the
before booking any trip(s). You may need to UK where you are staying with friends or family
ABOUT M&S PREMIUM CLUB Unrecoverable costs
purchase a medical upgrade. Please refer to the in their home.
TRAVEL INSURANCE Your travel policy provides cover for
‘Your health’ section on pages 17-19 for
unrecoverable costs. If you need to make a claim Are business trips covered?
Known event full details.
for travel, accommodation or related costs Yes, we will provide cover for your trip taken
Your M&S Premium Club travel insurance covers which you or any insured person has paid, we What is the maximum trip length? wholly or in part for business purposes, but
you for unexpected and unforeseen events and will consider claims for your costs which are Trips should be no longer than 45 days and excluding manual work. Business trips within the
circumstances; for example, if you have an unrecoverable from your travel and/or must start and end in the UK, the Channel UK must include at least 2 consecutive nights in
accident while you are on holiday and need accommodation provider or agent, your debit/ Islands or Isle of Man. pre-booked accommodation.
urgent medical treatment this will be covered. credit card company, PayPal, ABTA, ATOL (or
Covid-19: What am I covered for? Are winter sports trips covered?
There is no cover in relation to any event, similar organisations).
Your M&S Premium Club with insurance Yes, winter sports holidays are covered for up to
incident or circumstances if, at the time you For example, if your trip is cancelled by your membership will provide cover for events a maximum of 31 days in any calendar year.
opened your M&S Premium Club with insurance tour operator or booking agent you may have a relating to Covid-19, such as: Please see the ‘Winter sports’ section on pages
membership or booked your trip (whichever is right to a refund from them for some or all of
• Emergency medical expenses abroad, 27 and 28 for further details.
later), you knew that, or you could reasonably be the cost of your trip.
expected to have known that: cancelling or coming home early if you fall ill Can I claim for cancellation of my trip if I
If you are not able to recover all of your costs, with Covid-19.
• the event or incident had already occurred or have a problem with my travel documents,
and your circumstances are covered by the
was going to occur; or • Cancelling or coming home early if you have e.g. my passport is out of date or my visa
terms of your policy, we will consider costs you
to self-isolate or quarantine before you travel is not valid?
• the circumstances existed, or were going to have been unable to recover.
or while on your trip due to Covid-19 (please No. There is no cover under this insurance for
exist, When you make a claim, we may ask you for: be aware, this doesn’t include having to self- problems with your travel documents before
and the event, incident or circumstances could • proof of booking and any costs paid; isolate or quarantine when you return from you leave. If your passport or visa is lost, stolen
reasonably be expected to affect your travel your trip). or damaged while abroad there is cover in this
• details of any refund you have been able to
plans. • Cancelling or coming home early due to a situation. Please see the ‘Emergency travel
obtain;
For example: • evidence that you are not able to recover your FCDO advisory notice being in place advising documents’ section on page 26 for further
• you would be reasonably expected to know of costs elsewhere. against all or all but essential travel to your details.
any event, incident or circumstances that had destination or the FCDO are advising British Before you book a trip you should check the
Please check this Policy Booklet carefully to
been widely reported in the media in the UK citizens to leave the area in which you are entry requirements of the country you intend to
ensure that you understand what is and isn’t
at the time you booked your trip or opened staying. Cover for cancellation is only available visit with the local government embassy and/or
covered.
your M&S Premium Club with insurance in the 31 days before your departure date. the Foreign, Commonwealth and Development
membership (whichever is later). Who is covered by this policy? If you have suffered with Covid-19 and needed Office website www.gov.uk/travelaware
• there is no cover for cancellation of your trip This policy covers the main M&S Credit medical treatment, then as with other medical How do I make a claim?
if your travel plans are disrupted because Cardholder with their spouse/partner and their conditions you may need to tell us about this.
children, step children, foster children, To make a claim, please call the relevant helpline
flights are cancelled or any government or We will then screen it and tell you if this affects
grandchildren and great grandchildren aged shown on page 6. We have included a table
authority closes their borders, or imposes your cover. Please refer to the ‘Your health’
under 18 accompanying either adult on the showing what information you need to provide
restriction of movement and these section on pages 17-19.
same trip. us with for the most common claims, this is
cancellations or restrictions were in place or Your M&S Premium Club travel insurance will shown on page 8. You should also refer to the
had been announced at the time you booked All insured persons must be residents of the UK, only cover you for unexpected and unforeseen relevant section of this Policy Booklet for full
your trip or opened your M&S Premium Club the Channel Islands or the Isle of Man. events – please refer to the ‘known event’ details of what you need to do.
with insurance membership (whichever is section on page 4.
Do I need to tell you that I am travelling?
later).
No, you don’t need to tell us that you are We recommend you read your policy terms and
Please refer to general exclusion 11 on page 15. travelling, unless you or any other insured conditions for full details on what is and isn’t
person want to purchase cover for a medical covered, in particular general exclusions 9b, 11
condition not listed on pages 17 and 18. and 12 on page 15.
4 5Travel insurance helplines Travel Assistance helpline
This service can help you sort out all kinds of Other emergency services while
M&S Bank Customer Services Within the UK 0345 900 0900 travel problems before you go and while you travelling:
Outside the UK +44 (0) 1244 879080 are away, from providing information on the • a ‘phone home’ translation and
365 days a year, 8am-8pm, but these times may countries you are visiting to sorting out interpretation service if you need it in an
change. Check marksandspencer.com/bank non-medical emergencies. emergency.
for the latest opening hours Advice before you travel: Please note: There is no charge for the
• any visa and entry permits you might need; provision of the advice, guidance or other
Calls handled by Aviva Insurance Ltd emergency services shown above. However, if
• any vaccination and inoculation
requirements; you wish us to obtain goods or services on
M&S Premium Club Travel Insurance 0800 051 2616 your behalf that are not covered by a claim
Services • what you should take with you regarding
Lines open: 8am-9pm Monday to Friday, 9am- under this policy, you will need to pay any fees
first aid and health;
Use this helpline if you want to purchase a 6pm Saturday and 10am-2pm Sunday and bank that the provider charges and you will need to
medical upgrade and for general policy holidays (excluding Christmas Day and New • what currencies and travellers’ cheques to adhere to the provider’s terms and conditions.
enquiries. Year’s Day). take with you, and what the current
exchange rates are; Air and maritime passenger rights
24-hour Emergency Medical Assistance Within the UK 0800 051 3483 For the latest advice and further details on
• the languages spoken, time zones, bank
Outside the UK +44 (0) 1603 603371 your rights please visit:
If you are injured or fall ill while you are away, holidays and climate of countries you plan
www.caa.co.uk and search for travel problems
please contact this helpline. Lines open: 24 hours a day, 365 days a year. to visit;
• import and export allowances for tourists. www.dft.gov.uk and search for maritime
Travel Claims Within the UK 0800 051 2619 passenger rights.
Outside the UK +44 (0) 1603 603042 While travelling:
Use this helpline to report any travel claims You should also refer to the terms and
• how to replace lost or stolen passports,
which are not as a result of a medical Lines open: 24 hours a day, 365 days a year. conditions of the carrier you are travelling with.
driving licences, air tickets or other travel
emergency. Please note – we are not responsible for the
documents;
content of other websites.
Legal Expenses Claims and Advice Within the UK 0800 051 2675 • how to trace your baggage with the airline
Use this helpline to report any legal expenses Outside the UK +44 (0) 1603 605633 operator if it is delayed or lost;
claims or if you require advice for any personal Lines open: 24 hours a day, 365 days a year. • why, how, where and when you should
legal problem that may lead to a claim under contact local embassies or consulates;
this policy. • transfer money out to you if you need it;
Travel Assistance Within the UK 0800 051 2627 • cancellation of credit cards/debit cards, if
Outside the UK +44 (0) 1603 603724 lost or stolen, and helping you to report the
This helpline can assist you with a wide range
loss to your card provider;
of travel advice before and while you are away. Lines open: 24 hours a day, 365 days a year.
Please don’t use the Travel Assistance helpline • provide information to close relatives,
for policy queries or claims. friends or employers if you have to go into
hospital.
Telephone call recording
For our joint protection telephone calls may be recorded and/or monitored.
6 7YOUR CLAIM OTHER IMPORTANT INFORMATION ABOUT YOUR POLICY
If you need to make a claim, please telephone the relevant helpline shown on page 6 as soon as Can I cancel this policy? How long does your M&S Premium Club
possible. For your convenience, some of the most common claims scenarios are shown below. You are free to cancel this policy by calling us travel insurance run for?
Please refer to the relevant section within this Policy Booklet for full details of cover and any on 0345 900 0900 during the cancellation All cover under this policy will cease
evidence we may require. period. Any refund will be dealt with under the automatically if:
terms and conditions of your M&S Premium 1. the cardholder:
Type of claim What must I do? What will I need? Club with insurance benefits package. If you • cancels the card account;
cancel after the first 14 days of receipt of
Cancelling your • Check that the reason you need to • For medical cancellation claims, • reaches 80 years of age;
the welcome pack, no refund will be made.
trip or coming cancel or come home early is we will send a medical certificate See Your cancellation rights on page 13 for • is no longer a UK resident;
home early covered. for completion by your doctor to full details. • is believed to be or reasonably suspected
See page 19. • Contact the Emergency Medical confirm the reason for your by us to be acting fraudulently.
Assistance helpline before returning claim. Your health – what do you need to tell us?
2. M&S Bank cancels the card account under
home. • If you have to return home early If you, or any other insured person have any
one of the reasons set out in the card
for medical reasons, you must medical conditions which are not shown as
account terms and conditions.
provide us with any medical ‘Accepted conditions’ in the ‘Your health’
reports given to you by the section on pages 17-19, and you wish us to If an insured person is on a trip at the time an
treating doctor/medical facility. consider covering these medical conditions, automatic termination event occurs, all cover
you need to call us on 0800 051 2616 before will cease when the trip ends.
• Evidence of your booking and
the cancellation. booking any trips. You will have to tell us about Eligibility
all of your medical conditions including any As your circumstances may change over time,
Missed departure • Contact the carrier or their handling • A report from the repairer or ‘Accepted conditions’. it is important that you review the terms and
for trips outside agent to see if a late arrival is breakdown assistance provider if Please note – medical conditions are not conditions of this policy regularly to check
the UK possible or if alternative travel the vehicle you were travelling in covered by this policy unless: that you remain eligible and that the cover
See page 21. arrangements can be made. broke down or was involved in an remains adequate for your needs.
• they are ‘Accepted conditions’ which are
accident.
shown on pages 17 and 18; or How do I make a claim?
Travel delay • Check that your delay was for 12 • Written confirmation of the • we have been told about the condition(s) Should you need to make a claim under this
See page 21. hours or more before submitting a number of hours and reason for and have confirmed in writing that they policy, please contact the appropriate helpline
claim. the delay from your carrier or have been accepted. If we can accept the shown on page 6.
their handling agents. condition(s), you may need to pay a
premium. How do I make a complaint?
Medical • Contact the Emergency Medical • All medical reports given to you We hope you will be happy with the service
emergency Assistance helpline before any by the treating facility. Health exclusions that we provide. However, if for any reason you
hospital admission or as soon as 1. There is no cover for any claim arising are unhappy with it, we would like to hear from
See pages 22 and
possible thereafter. directly or indirectly from the following: you. In the first instance please contact the
23.
a) Any medical condition unless it is shown Travel Claims or M&S Premium Club Travel
Legal expenses • Contact the Legal Expenses Claims • We will tell you when you call if as an ‘Accepted condition’ or we have been Insurance Services telephone numbers shown
See pages 24 and Advice helpline as soon as you we need anything else to deal told about it and we have accepted it. on page 6.
and 25. become aware of the incident. with your claim. b) Any symptoms that you were aware of If your complaint relates to a claim under your
prior to booking a trip for which you M&S Premium Club travel insurance policy, you
Your possessions • Take all reasonable steps to recover • A ‘Property Irregularity Report’ have sought, but not yet received a need to contact:
See pages 25 lost/stolen property. from the airline/carrier and your diagnosis.
baggage tag receipts. M&S Premium Club Travel Insurance Claims,
and 26. • Report incident details to the police c) Where you have not taken medication PO Box 432, Chichester, West Sussex,
as soon as reasonably possible. • Proof of purchase of the lost, that has been prescribed to you. PO18 8WP
• Report the loss/damage to the stolen or damaged item(s). d) You travelling against the advice of a
airline/carrier within the timescales • Proof that you owned the money Telephone number: 0800 056 5913
doctor or purposely travelling without
stated within their terms and and its value. medical advice when it was reasonable If your complaint relates to the sale of
conditions. • A written report from the police for you to have consulted a doctor. M&S Premium Club with insurance, you
• Do not dispose of damaged items. or any other relevant authority. e) Where you are travelling with the need to contact:
intention of seeking medical treatment. Customer Services team, M&S Bank, PO Box
Delayed baggage • Check that you have been without • Written confirmation from the 10565, 51 Saffron Road, Wigston, LE18 9FT
on the outward your baggage for more than 12 hours. airline/carrier of the number of
Telephone number: 0345 900 0900
journey • Report the loss to the airline/carrier hours’ delay.
See page 25. within the timescales stated within
their terms and conditions.
8 9If your complaint relates to your M&S M&S Premium Club travel insurance terms and conditions
Premium Club travel insurance policy or
medical screening, you need to contact: DEFINITIONS Cover for each individual trip applies as follows:
Customer Care team, Wherever the following words or phrases appear 1. Cover for cancelling your trip begins from
M&S Premium Club travel insurance, in bold, they will have the following meanings: the date of taking out the M&S Premium Club
PO Box 7463, Perth, PH2 0YX with insurance membership, or the date of
Business trip booking the trip (whichever is later), and
Telephone number: 0800 051 2616 Means a trip taken wholly or in part for business ends when you leave your home to start
Aviva is covered by the Financial Ombudsman purposes, but excluding manual work. Business your trip;
Service. If you have complained to us and we trips also have to have at least two nights’ 2. Cover under all other sections starts when
have been unable to resolve your complaint, you pre-booked accommodation if within the UK. you leave your home and ends when you
may refer it to this independent body. Following Close business colleague return home (or are repatriated to a hospital
the complaints procedure does not affect your in the UK), providing you do not exceed the
Someone you work with in the UK who has to
right to take legal action. trip limit.
be in work in order for you to be able to go on
Would I receive compensation if Aviva were or continue a trip. A senior manager or director Personal money
unable to meet their liabilities? of the business must confirm this in the event Cash (including foreign currency), travellers’
Aviva is covered by the Financial Services of a claim. cheques, postal or money orders, prepaid
Compensation Scheme (FSCS). You may be Close relative coupons or vouchers, non-refundable prepaid
entitled to compensation from this scheme if event and entertainment tickets, travel tickets,
Your mother, father, sister, brother, partner,
we cannot meet our obligations, depending on phonecards, passports, visas and driving
fiancé(e), daughter, son, grandparent, grandchild,
the type of insurance and the circumstances of licences.
parent-in-law, daughter-in-law, son-in-law,
your claim. Further information is available from
brother-in-law, sister-in-law, step-parent, step-child, Point of international departure
them on 0800 678 1100, or by visiting their
step-sister, step-brother, aunt, uncle, cousin, The airport, port or station from which you will
website www.fscs.org.uk
nephew, niece, legal guardian or foster child. undertake international travel from or to the UK.
Doctor If your home is in Northern Ireland, you are also
A registered member of the medical profession covered for international travel from or to the
who is not related to you or anyone you are Republic of Ireland.
travelling with. Policy
Excess The M&S Premium Club membership worldwide
The amount that you will have to pay towards travel insurance.
each claim per trip. Pre-booked accommodation
Home A commercially run premises where a fee is
Your home address in the UK. charged which has been booked prior to the
start of your trip, including a pre-booked tent
Home territory or caravan pitch, but not including properties
For residents of the UK excluding the Channel run by friends or family.
Islands and the Isle of Man, your home territory
means the UK, excluding the Channel Islands Travelling companion
and the Isle of Man. For residents of the Channel A person you travel with, without whom you
Islands and the Isle of Man, your home territory cannot make or continue your trip.
means either the particular Channel Island on Trip(s)
which you live or the Isle of Man depending on Journeys beginning and ending in the UK that
where your home is. last no more than 45 days (or 31 days in total in
Partner any calender year for winter sports) that are
The person the M&S Premium Club with either:
insurance member is in a relationship with, 1. holidays outside the UK; or
regardless of gender, and who is under 80 years 2. a business trip; or
of age at the start of the trip.
3. holidays within the UK, that include two or
Period of insurance more consecutive nights’ stay in pre-booked
Each trip you make, whilst the M&S Premium accommodation or have prepaid flights or
Club with insurance membership is in force, will ferry crossings.
be treated as a separate period of insurance;
individually subject to all policy terms,
conditions, declarations and exclusions.
10 11UK HELPFUL AND IMPORTANT If the information provided by you is not If you have purchased cover in respect of an
England, Scotland, Wales, Northern Ireland, the complete and accurate we may: existing medical condition, you may cancel
INFORMATION ABOUT YOUR
Channel Islands and Isle of Man. 1. refuse to pay any claim; or cover for medical conditions at any time after
INSURANCE the statutory period by calling us on 0800 051
UK resident 2. not pay any claim in full.
This policy is included with your M&S Premium 2616 providing you have not travelled or made a
An insured person whose main home is in the If you are in any doubt about information or
Club with insurance. Please read this Policy claim.
UK, who is registered with a UK doctor and who changes we need to know about, please contact
Booklet carefully, keep it in a safe place and take If you cancel after the statutory cancellation
is liable to pay taxes in the UK. us on 0345 900 0900.
it with you when you travel. It gives you full period, no refund will be made for either M&S
Valuables details of what is covered, what is not covered Automatic extension of cover
Premium Club travel insurance or for medical
Jewellery, costume jewellery, watches, items and the limits, excesses and conditions of cover. If you cannot get back home before your cover conditions cover.
made of or containing gold, silver, precious It is the main M&S Credit Cardholder’s ends, your policy will remain in force as follows:
responsibility to ensure that all insured persons 1. up to 14 days if any vehicle you are travelling Travel advice of the Foreign,
metals or precious stones, binoculars, handheld Commonwealth and Development Office
game consoles and equipment, mobile phones, are aware of their responsibilities and comply in breaks down, or any vehicle, vessel, train or
with all of the policy conditions. If you do not aircraft in which you are booked to travel as a (FCDO) by country
photographic equipment, video cameras,
comply, we may refuse your claim or reduce ticket holding passenger is delayed or • Before you book a trip and travel, you should
e-readers, laptops and tablets, or any
your cover in the event of a claim. cancelled; or check the FCDO website
accessories which are designed to be used with
gov.uk/foreign-travel-advice. It is packed with
these items. In respect of each trip taken during the period 2. for as long as the treating doctor believes is
medically necessary where you are claiming essential travel advice and tips, plus up-to-
of insurance, we will provide the cover set out
We, us, our, insurer for emergency medical treatment under this date information about different countries.
in this Policy Booklet provided:
Aviva Insurance Limited. Registered in Scotland, policy. • You should be aware of any travel
1. you are a cardholder;
no. 2116. Registered office: Pitheavlis, Perth, PH2 restrictions or advisory notices for the
0NH. Authorised by the Prudential Regulation 2. you are a UK resident; Automatic termination of cover country you plan to visit.
Authority and regulated by the Financial 3. the trip begins after the date the credit card All cover under this policy will cease
• This policy provides cover should you book a
Conduct Authority and the Prudential was taken out; automatically if:
trip and then need to cancel the trip or return
Regulation Authority. 4. you have booked your return journey before 1. the main cardholder: home early as a result of the FCDO advising
Winter sports equipment leaving the UK, or if you have an open ticket, • cancels the M&S Credit Card; against all travel or all but essential travel, or
Skis, snowboards, boots, helmets, bindings or you have confirmed your return date with • reaches 80 years of age; where British nationals are advised to return
poles. the airline. • is no longer a UK resident; home.
Automatic cover • is believed to be or reasonably suspected We won’t cover:
You, your(s), yourself, insured person by us to be acting fraudulently.
The main M&S Credit Cardholder, their spouse/ The insurance cover automatically applies for • Any trip if you travel against the advice of the
each trip. This means you do not have to 2. M&S Bank cancels the credit card account FCDO or any government, or where you do
partner and their children, step children, foster
contact us every time you book a trip, unless under one of the reasons set out in the not follow any advice or measures put in
children, grandchildren and great grandchildren credit card account terms and conditions.
aged under 18 accompanying either adult on you need to tell us about any change in your place by any government or local authority in
the same trip. health. Please see ‘Your health – cover and If an insured person is on a trip at the time an the UK or abroad, for example quarantine
exclusions for existing medical conditions’ on automatic termination occurs, all cover will rules or curfews.
pages 17-19. cease when the trip ends. • Any claim if the advice or measures were in
Information and changes we need to Your cancellation rights place or had been announced at the time of
know about You may cancel your M&S Premium Club travel opening your M&S Premium Club with
You must take reasonable care to provide insurance policy within 14 days of receipt of your insurance membership or booking your trip
complete and accurate answers to the questions M&S Premium Club welcome pack by calling us (whichever is later).
we ask you. For example, when you take out on 0345 900 0900 during the cancellation Use of language
your Premium Club with insurance you may period. Any refund will be dealt with under the Unless otherwise agreed, the contractual terms
need to tell us about medical conditions not terms and conditions of your M&S Premium and conditions and other information relating to
shown on the ‘Accepted conditions’ list. Club with insurance benefit package. this policy will be in English.
You also need to tell M&S Bank if you move If you have purchased cover in respect of an
existing medical condition and within 14 days of Choice of law
address – if this means that you are no longer a
receipt of the upgrade schedule you find it does The law of England and Wales will apply to this
UK resident then all the cover under this policy
not meet your requirements you may cancel policy unless:
will end.
your upgrade. We will refund any premium you 1. you and the insurer agree otherwise; or
When we are notified of a change, we will tell you have paid to obtain cover for medical conditions
if this affects your policy, for example whether 2. at the date of the account opening the main
in full provided you have not travelled and no cardholder is a resident of Scotland, Northern
we are able to accept the change and, if so, claim has been made or is intended to be made.
whether the change will result in revised terms. Ireland, the Channel Islands or the Isle of Man
You may also cancel your M&S Premium Club in which case (in the absence of agreement
travel insurance policy at any time after the to the contrary) the law of that country will
statutory cancellation period by calling us on apply.
0345 900 0900.
12 13GENERAL EXCLUSIONS 5. Any loss that is not specifically described in 9. Any claim for: If the information provided by you is not
this Policy Booklet, e.g. we will not pay for a) management fees, maintenance costs or complete and accurate, we may refuse to pay
AND CONDITIONS
loss of earnings if you are unable to return to exchange fees, any travel or accommodation a claim, or not pay a claim in full.
(These apply to the whole of your policy) work due to illness or injury during your trip, arranged by using air miles, loyalty or 2. Our right to cancel:
or any payment which you would normally points based schemes, timeshares or M&S Bank may cancel this policy on our
GENERAL EXCLUSIONS have made during your trip. similar promotions; behalf by sending at least 60 days’ written
This policy does not cover the following: 6. Any incident which happens after the trip b) costs which are recoverable from your notice to your last known postal address
1. Any consequence whatsoever which is the duration limit has been reached. travel and/or accommodation provider or setting out the reason for cancellation.
direct or indirect result of any of the 7. Any claim for an incident which happens agent, your debit/credit card company, Valid reasons include, but are not limited to,
following, or anything connected with any of during the trip that results from: PayPal, ABTA, ATOL (or similar organisation); the following:
the following, whether or not such c) costs you have paid on behalf of persons
a) you riding or being a passenger on a a) Where we reasonably suspect fraud;
consequence has been contributed to by any not insured under this policy;
scooter, moped or motorcycle: b) Where you fail to cooperate with us or
other cause or event:
i) 125cc or under, unless you wear a crash d) administration costs charged by your provide us with information or
a) War, invasion, act of foreign enemy, travel and/or accommodation provider in
helmet and, as a rider, you are fully documentation we reasonably require and
hostilities or a warlike operation or respect of obtaining a refund for unused
licensed to use such a vehicle in the UK; this affects our ability to assess a claim or
operations (whether war be declared or travel and accommodation.
ii) Over 125cc, unless the vehicle is owned defend our interests. See general
not), civil war, rebellion, revolution,
by you and you are using it as your 10. Any claim because you do not wish to travel, conditions 6, 7, 8 and 9 below;
insurrection, civil commotion assuming the
mode of transport in the UK or Europe. or you are not enjoying your trip. c) Where you have not taken reasonable care
proportions of or amounting to an uprising,
military or usurped power. You must wear a crash helmet and 11. Any claim in relation to any event, incident or to provide complete and accurate answers
appropriate protective clothing and, as a circumstances if, at the time you opened to the questions we ask as required in the
b) Any action taken in controlling, preventing,
rider, you must be fully licensed and your M&S Premium Club with insurance ‘Information and changes we need to
suppressing or in any way relating to (a) above.
insured to use this vehicle in the UK. membership or booked your trip (whichever know about’ section in this Policy Booklet
2. Claims directly or indirectly caused by: is later), you knew that, or you could and general condition 1;
b) you driving any motorised vehicle, unless
a) ionising radiation or contamination by you are fully licensed to drive such a reasonably be expected to have known that: M&S Bank may also cancel this insurance
radioactivity from any nuclear fuel or from vehicle in the UK; • the event or incident had already occurred policy in accordance with:
any nuclear waste from burning nuclear or was going to occur, or
c) you driving or being a passenger in any d) the terms and conditions of your
fuel; or
motorised vehicle unless you have • the circumstances existed, or were going M&S Premium Club with insurance
b) the radioactive, toxic, explosive or other complied with all laws applying to use of to exist and benefits package.
hazardous properties of any explosive that vehicle in the country you are visiting,
nuclear assembly or part of an assembly; or that the event, incident or circumstances If your policy is cancelled by M&S Bank on
for example you must wear a seatbelt could reasonably be expected to affect your our behalf and you have purchased an
c) pressure waves caused by aircraft and where this is required by law; travel plans. upgrade, we will provide a pro-rata refund of
other aerial devices travelling at sonic or d) your involvement in paid or unpaid 12. Any claim if you travel against the advice of the premium paid for this upgrade. We will
supersonic speeds. manual work or physical labour of any the FCDO or the government of any country settle any valid claim, provided the incident
3. Any claim for your death, injury, illness or kind, other than charity or conservation occurred before the date that the
to which you will travel, or where you do not
disability resulting from: work (see further limitations in the ‘Sports cancellation became effective.
follow any advice or measures put in place by
a) your suicide or attempted suicide; or and activities’ section); any government or local authority in the UK 3. Claims fraud:
b) your misuse of alcohol or drugs or your e) you taking part in an excluded activity or abroad, for example quarantine rules or In order to prevent and detect fraud, M&S
consumption of alcohol or drugs (other which is listed in the ‘Sports and activities’ curfews. Bank and the insurer may at any time share
than drugs taken under medical section; information about you with other
supervision and not for treating alcohol or f) you taking part in exploration or scientific GENERAL CONDITIONS organisations and public bodies including the
drug addiction) to an extent which causes expeditions or being a crew member on a police. It is your responsibility to ensure that
1. You must have taken reasonable care to
immediate or long-term physical or mental vessel travelling from one country to all insured persons are aware of this condition.
provide complete and accurate answers to
impairment, including impairment to your another; If your claim is in any way dishonest or
the questions asked when taking out M&S
judgement causing you to take action you g) you climbing on to, on top of, or jumping exaggerated we will not pay any costs or
Premium Club with insurance membership.
would not normally have taken; or from any balcony railing, ledge or wall, or benefits under this policy and we may cancel
Please note medical conditions are not
c) any exacerbation of an accepted medical climbing or moving across any external your policy immediately and backdate the
covered by this policy unless they are
condition caused by your misuse of part of a building or vehicle not specifically cancellation to the date of the fraudulent
‘Accepted conditions’ shown in the ‘Your
alcohol or drugs. designed for that purpose. claim. We may also report you to the police
health’ section, or we have been told about
4. Any claim where during the trip, you 8. Any claim resulting from a tropical disease them and have confirmed in writing that they and/or take legal action against you.
deliberately put yourself at risk of death, where you have not had the recommended have been accepted. 4. You must take all reasonable precautions to
injury, illness or disability (unless your life inoculations and/or taken the recommended protect yourself and your property against
It is therefore very important that you read
is in danger or you were trying to save medication. any accident, injury, theft, loss or damage.
the ‘Your health’ section on pages 17-19 in
human life). You must take the same level of care as you
this Policy Booklet.
would if you did not have this policy.
14 155. If we make a payment before cover is We may change the price, benefits, terms, We may change the benefits, terms, cover or When you call us, we will assess all your
confirmed and our claims investigation reveals cover and/or exclusions of your insurance exclusions of your insurance policy at any medical condition(s) and tell you if we are able
that no cover exists under the terms of the policy by giving you at least 60 days’ notice time and on giving you a reasonable and to provide additional cover for the condition(s). If
policy, you must pay us back any amount we in writing. Any such written notice will explain proportionate amount of notice where the we can provide cover, you may need to pay a
have paid, which you are not covered for. our reasons for making the changes. We will change under your insurance policy does premium.
6. You must tell us as soon as reasonably only exercise our ability to make changes to not restrict your cover or benefits, makes the If we are unable to provide additional cover for
possible after becoming aware of any legal your insurance policy in order to make policy easier for you to understand and/or any medical conditions or you do not wish to
proceedings, summons, prosecutions or any reasonable and proportionate changes to makes the policy fairer to you. If you do not pay the premium, you will still be covered for
other circumstances which may lead to a reflect: wish to accept changes that we intend to conditions shown on the ‘Accepted conditions’
claim under this policy. You must send us a) any changes in the law, regulation and/or make to your insurance policy, you may list.
every communication relating to a claim as taxation of travel insurance business cancel your insurance policy before the
within the UK; changes take effect by calling us on When do you need to tell us?
soon as reasonably possible.
b) any changes that are required to give 0345 900 0900 within the 60 day notice Before booking any trip
7. You, or any person acting for you, must not
effect to decisions and/or guidance of a period referred to above. If you do not cancel If you wish us to consider covering medical
negotiate, admit or reject any claim without
regulator or an Ombudsman; your insurance policy within that 60 day conditions that are not shown on the ‘Accepted
our permission in writing.
notice period you will be bound by the conditions’ list on pages 17 and 18, you need to
8. It may affect your claim if you cannot c) any changes that are required to give
changes, although you may cancel your call us before booking any trip.
provide evidence of any costs or expenses effect to new or revised insurance industry
insurance policy at any time after that by
which you are claiming, for example bills, codes of practice that we intend to Accepted conditions
calling us on 0345 900 0900.
receipts or a credit/debit card statement. comply with; You are covered for these medical conditions
9. You or your legal representative must pay d) inflationary increases in general claims providing none of the restrictions or health
for any certificates, information and evidence, costs, medical claims costs and/or YOUR HEALTH – COVER AND exclusions mentioned below apply to you. You
which we may need. When there is a claim for administrative costs which affect the cost EXCLUSIONS FOR EXISTING will be automatically covered by this policy and
injury or illness, we may ask for, and will pay to us of providing cover under and we do not need to know about them. If you are
administering your insurance policy;
MEDICAL CONDITIONS
for, any insured person to be medically in any doubt, please call us on 0800 0512 616.
examined on our behalf. e) changes in foreign currency exchange Please read this section carefully
Accepted conditions
10. If, at the time of an incident which results in a rates which affect the cost to us of This policy is not a general health or private • Acne
claim under this policy, there is any other providing cover under and administering medical insurance policy and will only cover
your insurance policy; sudden and unexpected illness or accidents. • Addison’s disease
insurance covering the same loss, damage,
f) the correction of any typographical or • ADHD
expense or liability, we are entitled to Medical condition means:
approach that insurer for a contribution formatting errors that may occur; • Allergy/Anaphylaxis (no hospital admissions in
g) other increases in the cost and/or relative Any illness, disease or injury that you have had last two years)
towards the claim, and will only pay our
number of travel insurance claims which in the 12 months prior to booking a trip where
share. This condition does not apply to the • Alopecia
affect the cost to us of providing cover you have:
‘Accidental death or permanent disability’ • Anaemia
section or ‘Medical inconvenience’ benefit under and administering your insurance • been prescribed medication; and/or
• Anal fissure/fistula
under the ‘Emergency medical and policy; and • received, or are awaiting, medical treatment,
• Arthritis (no back or neck problems)
associated expenses’ section. h) increases in the relative cost of purchasing tests or investigations; and/or
reinsurance which affects the cost to us of • Asthma (no nebulisers or oxygen at home
11. We are entitled to take over and carry out in • been referred to or had follow up with a
providing cover under your insurance policy. and no hospital admissions in the last 12
your name the defence or settlement of any specialist; and/or
months)
legal action. We may also take proceedings at We will not make any change to your • been admitted to hospital or had surgery.
our own expense and for our own benefit, but • B12/Folate deficiency
insurance policy during the first 6 months of Medical conditions are not covered by this
in your name, to recover any payments we your insurance policy, unless such changes • Barrett’s oesophagus
policy unless:
have made under this policy to anyone else. are required by law or regulation (in which • Basal cell carcinoma (no spread)
case we will give you a reasonable and • they are ‘Accepted conditions’ shown on
12. If you make a medical claim, you may be • Bells palsy
proportionate amount of notice). Where we pages 17 and 18; or
asked to provide consent to enable us to • Benign breast cyst
access your medical records. This will help do make a change to your insurance policy, • we have been told about the condition(s) and
have confirmed in writing that they have been • Benign prostatic enlargement
the treating doctors, and us, to provide you we will not make any further changes to
with the most appropriate treatment and your insurance policy for at least 6 months, accepted. • Benign testicular cyst
assess whether cover applies. If you do not unless we are required to do so by law or What do you need to tell us? • Blepharitis
agree to provide this we will not deal with regulation. • Bowel prolapse
If an insured person has any medical condition
your claim. Any change to the benefits, terms, cover or other than ‘Accepted conditions’ shown on • Broken bone/fracture (not head or spine)
13. This clause explains how we may make exclusions which restricts your cover or benefits pages 17 and 18 and you wish us to consider • Bursitis
changes to your insurance policy. This clause will not apply to any trip which commences covering these medical condition(s), you need • Carpal tunnel syndrome
does not allow us to amend the terms of your prior to the effective date of the change. All to call us on 0800 051 2616. You will have to tell
changes will apply to any trips which you have • Cataracts
membership of the M&S Premium Club (which us about all of your medical conditions
is governed by separate terms and conditions). already booked which commence after the including any ‘Accepted conditions’. • Chicken pox
effective date of the change. • Cholecystectomy
16 17• Coeliac disease • Ocular dysfunction Reciprocal health agreements 7. Severe/adverse weather prevents you from
• Colitis (no hospital admission in the last • Osteochondritis (Residents of England, Scotland, Wales and leaving your home, reaching your point of
12 months) Northern Ireland only) international departure or your pre-
• Osteoporosis (no back or neck fractures)
• Conjunctivitis The UK has reciprocal healthcare agreements booked accommodation in the UK.
• Parkinson’s (no difficulty swallowing)
• Constipation with a number of countries and territories 8. Delay or cancellation of your pre-booked
• Pelvic inflammatory disease transport prevents you from leaving the UK
worldwide. If you are a UK resident, these
• Common cold/influenza • PMT agreements mean that you may be entitled to on your outward journey and the carrier or
• Corneal graft • Peptic ulcer urgent medical treatment at a reduced cost, or their handling agent is unable to provide
• Cosmetic surgery • Peripheral neuropathy in some cases for free. We strongly recommend suitable alternative travel arrangements within
• Cramp that you check if the country you are travelling 12 hours of the date and time of the
• Polymyalgia rheumatica
• Cystitis to has a reciprocal health agreement in place scheduled departure as shown on your
• Psoriasis and what the requirements are before you leave ticket/itinerary.
• Diabetes (no complications, for example
• Raynaud syndrome the UK, you can find more information online at 9. You are a member of the armed forces, army
retinal, kidney or nerve damage)
• Restless leg syndrome www.nhs.uk and search for ‘healthcare abroad’. reserves, police, ambulance, fire, nursing
• Diarrhoea and/or vomiting
• Retinal detachment Medicare services or an employee of a government
• Dislocated joint (not following knee/
• Retinopathy (not a link to diabetes) (Residents of England, Wales, Scotland and department and authorised leave is cancelled
hip replacement)
Northern Ireland only) due to an unexpected posting or a major
• Eczema/dermatitis • Rhinitis
If you require medical treatment in Australia, incident in the UK.
• Epididymitis • Rosacea
you must enrol with a local Medicare office. You 10. You are denied boarding because there are
• Essential tremor • Repetitive strain injury (RSI) do not need to enrol on arrival but you must do too many passengers for the seats available
• Fungal nail infection • Shingles this after the first occasion you receive treatment. and no suitable alternative flight could be
• Gastric reflux • Sinusitis In-patient and out-patient treatment at a provided within 12 hours.
• Glandular fever (not within 3 months of the • Sleep apnoea public hospital is then free of charge. Details of 11. Your transport operator, accommodation
planned trip) • Soft tissue injury/tendon injury/sprain/ how to enrol and the free treatment available provider or their booking agents become
tendonitis can be found at www.humanservices.gov.au by insolvent.
• Glaucoma searching for ‘medicare forms’.
• Gout • Tinnitus 12. You are the victim of a violent crime which
has been dealt with by the police.
• Haemorrhoids • Tonsillitis
• Urticaria
CANCELLING YOUR TRIP OR 13. In the 31 days before your departure date, or
• Hallux valgus (Bunion)
• Uterine/vaginal prolapse
COMING HOME EARLY while you are travelling:
• Hayfever a) an avalanche, earthquake, explosion, fire,
• Hernia (not Hiatus) • Varicose veins – legs only (if GP has confirmed If you unavoidably have to cancel your trip or
landslide, flood, volcanic eruption, volcanic
that client is fit to travel) come home early, we will pay for the following:
• High/low blood pressure ash cloud and/or eruption or severe/adverse
• Vertigo • unrecoverable costs that each insured person weather renders your accommodation
• High cholesterol has paid or legally has to pay for their own
Health exclusions uninhabitable or unreachable;
• Hyperthyroidism (overactive thyroid) unused personal travel and accommodation
1. There is no cover for any claim arising directly b) a Foreign, Commonwealth and
• Hypothyroidism (underactive thyroid) (including pre-paid excursions).
or indirectly from the following: Development Office advisory notice is in
• Impetigo We will consider claims for your costs which are place advising against all travel or all but
a) Any medical condition unless it is shown unrecoverable from your travel and/or
• Irritable bowel syndrome (IBS) as an ‘Accepted condition’ or we have been essential travel to your destination or the
accommodation provider or agent, your debit/ FCDO are advising British citizens to leave
• Joint replacement (no dislocations) told about it and we have accepted it. credit card company, PayPal, ABTA, ATOL (or the area in which you are staying.
• Labyrinthitis b) Any symptoms that you were aware of similar organisation).
prior to booking a trip for which you have Or you choose not to travel or continue your
• Macular degeneration 1. You are injured, fall ill, are quarantined or die.
sought, but not yet received, a diagnosis. trip because:
• Meniere’s disease 2. A close relative, close business colleague
c) Where you have not taking medication c) your accommodation is directly affected
• Menorrhagia or the person you were going to stay with is by a food poisoning outbreak; or
that has been prescribed to you.
• Migraine (confirmed diagnosis, no ongoing seriously injured, fall seriously ill or dies. d) a terrorist attack happens within a 50-mile
d) You travelling against the advice of a
investigation) 3. Loss, theft or damage to your passport and/ radius of your pre-arranged
doctor or purposely travelling without
• Minor infections (treated with no more than medical advice when it was reasonable for or visa while you are on a trip and temporary accommodation and you do not wish to
one course of antibiotics) you to have consulted a doctor. replacement documents are not acceptable travel or you wish to return home early.
• Myalgic encephalomyelitis (if only symptom is to enable you to continue your trip. You will also be covered if your travelling
e) Where you are travelling with the intention
fatigue) of seeking medical treatment. 4. You are needed at home following a burglary companion has to cancel the trip or come
• Nasal polyps or severe damage to your home. home early for one of the reasons listed above.
• Neuralgia 5. You are made redundant. The most we will pay for each insured person is
• Neuritis 6. You are called for jury service or as a witness £6,000.
in a court of law.
18 19Claims conditions 8. If you are called as a witness or for jury service, membership or booking your trip (whichever 2. you being denied boarding because there
1. You must notify your travel and/or you must provide written confirmation. is later) or where you cannot provide written are too many passengers for the seats
accommodation provider as soon as you 9. If you need to come home early and intend to evidence that the reason you or your available and no suitable alternative flight
become aware that it is necessary to cancel make a claim, you must phone the Emergency travelling companion left the job was due could be provided within 12 hours; or
the trip. If you fail to do so and the Medical Assistance helpline immediately. to redundancy. 3. your transport operator, accommodation
cancellation charges increase as a result, our 10. All claims must be supported by If you have to come home early: provider or their booking agents become
liability will be restricted to the charges at documentary evidence that you have been insolvent,
1. Any claim for coming home early which was
the date cancellation became necessary. unable to obtain a refund from the travel not authorised by us. we will pay for additional travel and
2. All claims resulting from illness, injury, and/or accommodation provider. accommodation costs.
2. Any claim for coming home early due to
quarantine or death must be supported by 11. You must provide written confirmation from the Foreign, Commonwealth and Development If your own prescription medication has run out
medical reports, or a death certificate (or accommodation provider and/or local/national Office advice where this advice was already in as a direct result of you having to make
both). Medical reports must be obtained at authorities that the accommodation was place prior to your departure from the UK. alternative travel arrangements, we will also pay
the time of the incident (and at your own uninhabitable and the reason for this, and that 3. Any claim for coming home early after you for emergency medical supplies to prevent a
expense) and indicate the necessity to cancel they were unable to offer suitable alternative have chosen to move to alternative deterioration of an existing medical condition.
the trip or come home early. accommodation of a similar standard. accommodation. For each insured person, the most we will pay is
3. You must provide written confirmation (at 12. If you cannot use your return ticket and we £6,000.
your own expense) from the carrier or their pay additional travel costs to allow you to
handling agent of the actual date and time come home early, your unused travel ticket TRAVEL DISRUPTION Alternative accommodation arrangements
of the planned departure and reason for the will then belong to us. If you have to move to other accommodation
cancellation or delay, and that they were Travel delay
13. If you need to come home early but have during your trip as a result of:
unable to offer suitable alternative travel If your pre-booked transport is delayed for
not already purchased a return ticket, we will more than 12 hours and you choose to continue 1. the insolvency of the accommodation
arrangements within 12 hours of your provider or their booking agents;
deduct the cost of an economy flight from your trip, we will pay £30 for each full 12 hour
scheduled departure.
any costs we incur in bringing you home. period you are delayed up to a maximum of 2. fire, flood, earthquake, explosion, volcanic
4. You must comply with the terms of your eruption, severe/adverse weather; or
Excess £150.
contract with the transport provider (or their
booking agents) and seek financial We will not pay the first £75 for each insured For each insured person, the most we will pay 3. an outbreak of food poisoning,
compensation, assistance or a refund of your person, per claim per trip, but limited to £150 is £150. we will pay additional accommodation costs (of
ticket from them in accordance with those in total. Missed departures – this benefit does not a similar standard) to allow you to continue your
terms and/or any rights you may have under apply to trips taken within the UK trip.
What is not covered
EU Air Passenger Rights legislation in the For each insured person, the most we will pay is
1. Anything mentioned in the ‘General If you miss your pre-booked transport due to an
event of denied boarding, cancellation or £6,000.
exclusions’ and ‘Your health’ sections. unexpected transport delay that has been
long delay of flights.
2. Any claim where, at the time of opening your independently confirmed by the transport Claims conditions
5. You must provide written confirmation (at provider, traffic or police reports or roadside
M&S Premium Club with insurance membership 1. Any costs incurred may have to be paid by
your own expense) from the transport and/or assistance provider, we will pay the following:
or booking your trip (whichever is later), you you and submitted as a claim.
accommodation provider or their respective
knew that an illness or injury of a close 1. Additional travel and accommodation costs 2. We will only pay for additional transport or
booking agents or administrators, that
relative, travelling companion or person you you incur to reach your destination abroad accommodation costs if your carrier or their
compensation, assistance or reimbursement
were travelling to stay with could reasonably or home on your return journey, up to £1,000 handling agents have not been able to offer
of any costs, charges and expenses incurred
be expected to affect your travel plans. for each insured person; or you suitable alternative accommodation and/
by you will not be provided. In the event of
insolvency, compensation will normally be If you have to cancel your trip: 2. Your proportion of any personal travel and or travel arrangements. All claims must be
available to you from the financial protection accommodation costs up to £6,000, should supported by documentary evidence of the
1. Any claim due to severe/adverse weather
schemes, such as Air Travel Organisers’ Licensing you choose to cancel your trip before costs you have incurred.
where you have not allowed sufficient time
(ATOL), or trade association bonds, such as departure from the UK (or before reaching
to reach your point of international Travel delay
the Association of British Travel Agents (ABTA). your destination for trips solely within the
departure taking into account the weather 1. You must obtain written confirmation of the
UK), because no suitable alternative public
6. Where you have been prevented from forecast for your journey. number of hours and reason for the delay
transport or other facilities could be provided
reaching your point of international 2. Any claim where the carrier or handling from your carrier or their handling agent.
to enable you to safely continue with at least
departure or pre-booked accommodation agent has offered suitable alternative travel 50 percent of your booked trip. Missed departures
in the UK due to severe/adverse weather, you arrangements within 12 hours of the date
Alternative travel arrangements 1. If you miss your pre-booked transport you
must provide evidence that travel was not and time of the scheduled departure as must contact the carrier or their handling
possible, such as local police, press or travel shown on the ticket/itinerary. If you have to make alternative travel
agent to see if a late arrival is possible or if
reports. 3. Any claim for dismissal, misconduct, arrangements as a result of:
alternative travel arrangements can be made.
7. If your leave is cancelled, or you are made resignation, or voluntary redundancy. 1. the public transport on which you are
redundant, you must provide written 4. Any claim for redundancy if you or your booked to travel from or to your home
confirmation from your employer. travelling companion knew of the territory being cancelled or delayed for at
redundancy at the time of taking out least 12 hours, diverted or redirected after
the M&S Premium Club with insurance take off; or
20 21You can also read
