Saga Annual Multi-trip Travel Insurance - Important information for customers
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Important information for customers
Saga Annual Multi-trip Travel Insurance
Important information for customers Limited, Middelburg Square, Folkestone, Kent CT20 1AZ or call
Saga Services Limited is a wholly owned subsidiary of Saga plc 01303 771160, fax on 01303 771347, or e-mail us at
and is registered in England and Wales (Company No. 732602). services.customer-relations@saga.co.uk
Registered Office: Enbrook Park, Sandgate, Folkestone, Kent The Financial Ombudsman Service may look into your complaint
CT20 3SE. if you remain dissatisfied after we have issued a final response.
Saga Services Limited is authorised and regulated by the Financial You can write to them at: Financial Ombudsman Service, Exchange
Conduct Authority (Financial services register number: 311557). You Tower, Harbour Exchange Square, London E14 9SR. Telephone
can confirm Saga Services Limited’s address and statutory status 0300 123 9123 or 0800 023 4567 or e-mail
on the Financial Conduct Authority website at complaint.info@financial-ombudsman.org.uk.
https://register.fca.org.uk/ or by contacting the Financial Conduct Saga Services Limited is covered by The Financial Services
Authority on 0800 111 6768. Compensation Scheme (FSCS). You may be entitled to
Saga Travel Insurance is administered by Collinson Insurance compensation from the scheme if we cannot meet our obligations.
Services Limited on behalf of Great Lakes Insurance SE, UK Branch. This depends on the type of business and the circumstances
of the claim. Further information about compensation scheme
Great Lakes Insurance SE, UK Branch, is authorised by
arrangements is available from the FSCS website: www.fscs.org.uk
Bundesanstalt für Finanzdienstleistungsaufsicht and subject
to limited regulation by the Financial Conduct Authority and Handling your money
Prudential Regulation Authority. Details about the extent of their When collecting or returning premiums, Saga Services Limited acts
regulation by the Financial Conduct Authority and Prudential as the agent of the insurer. This means that your money is protected,
Regulation Authority are available from us on request. as any premiums you pay to us are treated by the insurer as having
Collinson Insurance Services Limited is authorised and regulated been paid directly to them.
by the Financial Conduct Authority.
Fees
The End Supplier Failure Insurance is provided by International
Passenger Protection Limited, and is underwritten by Certain Please note that if you amend or cancel your policy during your
Underwriters at Lloyd’s. policy period and have paid by credit card or cheque, we will be
unable to refund any amounts of £5 or less.
Making a complaint Similarly, if you make any changes to your policy during the policy
If you have a query or complaint about your Saga Travel Insurance period, we will only request any charges from you if the amount is
please contact the Customer Relations Department, Saga Services over £5.
1Policy Summary
This summary does not contain the full Terms and Conditions of Some of the covers are optional and these are clearly marked
Saga’s travel insurance policy. Full details can be found in the as such. If you have selected any of these options, they will be
Policy Book which is available on request by calling Saga on itemised on your policy Schedule.
0800 904 7489 or by downloading a copy online at
saga.co.uk/travelinsurance. It is important that you read the
policy documentation carefully when you receive it.
Name of the insurance undertaking
The insurer of this policy is Great Lakes Insurance SE, UK Branch.
The End Supplier Failure Insurance section of this policy is provided
by International Passenger Protection Limited and underwritten by
Certain Underwriters at Lloyd’s.
Type of insurance and cover
The Saga annual multi-trip travel policy protects you during the
period of insurance for trips taken in the area you have selected
up to the maximum duration you have selected (as shown on your
policy Schedule).
Trips in the UK are covered under this policy where at least two
nights’ accommodation is pre-booked or a one-night stay at the
accommodation of a relative or friend who resides in the Channel
Islands.
During the period of insurance the policy provides cover for any
number of trips. The maximum number of days that you can travel
in any policy year is 120 days. If you have selected the region
Worldwide including USA, Canada and all Caribbean Islands, the
maximum number of days per trip is 45.
2Benefits (for trips taken outside Excess
the UK) Significant or Unusual Exclusions or Limitations Limit per claim
24 hour Worldwide Medical Assistance Nil
Service
Immediate help with any emergency medical
situation outside the UK
Cancellation l Any circumstances you were aware of prior to your trip £10,000 £70
Refund of non-recoverable travel, l
Any travel arrangements made using Air Miles or similar (£10 loss of
accommodation and other pre-paid costs, schemes deposit)
should you have to cancel or cut short your
Any costs which are recoverable from elsewhere
l
trip
Missed departure Claims due to strike or industrial action planned at the time
l
£1,000 Nil
Additional travel and accommodation costs you booked your trip
if you miss your departure for any reason Any costs arising from any trips taken solely in the UK
l
stated in the Policy Book
Delayed departure Claims due to strike or industrial action planned at the time
l £215 Nil
Compensation if the ship, aircraft or train on you booked your trip
which you are booked to travel is delayed l Internal UK flights including flights to the Channel Islands,
Northern Ireland or the Isle of Man
l
You must check in at the specified time and have travelled to
the airport/port/station
Abandonment l As per Cancellation £10,000 £70
Proportionate refund of unused
non-recoverable costs, should you have to
abandon your trip
Delayed baggage
l Any baggage detained by customs and other officials £250 Nil
Benefit for temporary loss of baggage on
your outward journey
3Benefits (for trips taken outside Excess
the UK) Significant or Unusual Exclusions or Limitations Limit per claim
Lost, stolen or damaged baggage l £600 single article limit £5,000 £70
Cover for loss or damage to personal l £1,000 valuable limit
belongings l
Losses not reported to the police as soon as possible when
discovered
Medical and associated expenses l Illness as a result of a tropical disease where you have not £10,000,000 - £70
Payment for expenses of medical treatment had the recommended inoculations Worldwide
following injury or illness. Includes l
Any leisure or sport activity not listed as being covered in £5,000 - UK
repatriation your Policy Book
l Any costs over £500 where prior agreement regarding
treatment has not been obtained from the Medical
Assistance provider
Hospital benefit
l As per Medical and associated expenses £1,000 Nil
A benefit of £25 for each 24 hour period you
are being treated as an in-patient outside
of the UK
Personal accident A reduced rate applies to those under 16 years or over 70
l £30,000 Nil
Payment for death, loss of limbs or total years of age
disablement following accidental injury
Criminal injury benefit
l Any claim arising directly or indirectly from acts of terrorism £30,000 Nil
Benefit paid for injuries sustained as a result
of violence or crime
Substitute accommodation
l Any claim if your trip is booked as part of a package holiday £5,000 £70
Additional accommodation and transport
l Any costs which are recoverable from elsewhere
costs if you need to move to substitute
accommodation during your trip
4Benefits (for trips taken outside Excess
the UK) Significant or Unusual Exclusions or Limitations Limit per claim
Enforced stay l Any costs which are recoverable from elsewhere £1,500 £70
Cover if you are unable to reach your l
Any costs where the transport operator has offered
destination, return to your accommodation reasonable alternative travel arrangements
or return home
Loss of passport l Losses not reported to the police as soon as possible when £350 Nil
Cover for costs incurred obtaining a discovered
temporary travel permit if your passport is
lost, stolen or damaged while you are abroad
Personal money Reduced rate of £300 for cash
l
£500 £70
Loss or theft of money including cash, Losses not reported to the police as soon as possible when
l
travellers cheques, passport, pre-paid tickets discovered
and driving licence
End supplier failure Any claim if your trip is booked as part of a package holiday
l
£1,500 Nil
Cover for irrecoverable sums paid prior to Any claim for scheduled flights not booked in the UK
l
financial failure of the scheduled airline, or l
Any costs which are recoverable from elsewhere, e.g. credit
additional pro rata costs in the event of the
card issuer
financial failure of a supplier after departure
Pet care Your cat or dog has not been left in the care of a relative,
l £300 Nil
Benefit for each day your cat or dog receives friend or professional carer
in-patient veterinary treatment as a result of
accidental injury while you are away
Hijack and mugging
l A claim not supported by a written police report £1,000 Nil
Cover for each day you cannot reach
your destination as a result of hijack or
are receiving in-patient treatment due to
mugging
Air rage £1,000 Nil
Cover for costs incurred as a result of a delay
caused by drunkenness or violent behaviour
by other passengers
5Benefits (for trips taken outside Excess
the UK) Significant or Unusual Exclusions or Limitations Limit per claim
Personal liability l Any leisure or sport activity not listed in your Policy Book £2,000,000 Nil or £70
Cover for legal liability if you cause injury l
Your ownership or occupation of land or buildings (except
or death to third parties or damage to their occupation of temporary holiday accommodation)
property
Legal expenses The insurer will only cover claims which occur during the
l
£50,000 Nil
Cover for legal costs incurred following your period of insurance and have reasonable prospects of
personal injury or death during your trip succeeding
l
Any legal costs that occurred before entering into this
contract
l
Any legal costs incurred before your claim has been accepted
l
Please refer to the ‘Legal expenses’ section of your Policy
Book
Excess
Benefits (for trips taken in the UK) Significant or Unusual Exclusions or Limitations Limit per claim
24 hour Medical Assistance Service Nil
Immediate help with any emergency medical
situation
Cancellation l Any circumstances you were aware of prior to your trip £10,000 £70
Refund of non-recoverable travel, l
Any travel arrangements made using Air Miles or similar (£10 loss of
accommodation and other pre-paid costs, schemes deposit)
should you have to cancel or cut short your
Any costs which are recoverable from elsewhere
l
trip
6Excess
Benefits (for trips taken in the UK) Significant or Unusual Exclusions or Limitations Limit per claim
Abandonment l As per Cancellation £10,000 £70
Proportionate refund of unused
non-recoverable costs, should you have to
abandon your trip
Lost, stolen or damaged baggage l £600 single article limit £5,000 £70
Cover for loss or damage to personal l £1,000 valuable limit
belongings l
Losses not reported to the police as soon as possible when
discovered
Associated medical expenses l Any leisure or sport activity not listed as being covered in £5,000 £70
Payment for expenses of medical treatment your Policy Book
following injury or illness. Includes l
Any costs over £500 where prior agreement regarding
repatriation treatment has not been obtained from the Medical
Assistance provider
Personal accident A reduced rate applies to those under 16 years or over 70
l £30,000 Nil
Payment for death, loss of limbs or total years of age
disablement following accidental injury
Substitute accommodation
l Any claim if your trip is booked as part of a package holiday £5,000 £70
Additional accommodation and transport
l Any costs which are recoverable from elsewhere
costs if you need to move to substitute
accommodation during your trip
Enforced stay
l Any costs which are recoverable from elsewhere £1,500 £70
Cover if you are unable to reach your l Any costs where the transport operator has offered
destination, return to your accommodation reasonable alternative travel arrangements
or return home
7Excess
Benefits (for trips taken in the UK) Significant or Unusual Exclusions or Limitations Limit per claim
Personal money l Reduced rate of £300 for cash £500 £70
Loss or theft of money including cash, l
Losses not reported to the police as soon as possible when
travellers cheques, passport, pre-paid discovered
tickets and driving licence
Personal liability Any leisure or sport activity not listed in your Policy Book
l
£2,000,000 Nil
Cover for legal liability if you cause injury l
Your ownership or occupation of land or buildings (except
or death to third parties or damage to their occupation of temporary holiday accommodation)
property
Legal expenses The insurer will only cover claims which occur during the
l
£50,000 Nil
Cover for legal costs incurred following your period of insurance and have reasonable prospects of
personal injury or death during your trip succeeding
l
Any legal costs that occurred before entering into this
contract
l
Any legal costs incurred before your claim has been accepted
l
Please refer to the ‘Legal expenses’ section of your Policy
Book
8Additional cover option – Winter sports
If you have selected this additional option, your policy Schedule will detail this.
Excess
Winter sports cover benefits Significant or Unusual Exclusions or Limitations Limit per claim
Winter sports equipment l Reduced limit of £550 for hired equipment £750 £70
Loss of or damage to your own or hired ski l Any loss or theft from a motor vehicle
equipment l Equipment damage while it is in use
Delay due to avalanche £300 Nil
Cover for the cost of extra travel and
accommodation if an avalanche delays
arrival or departure from the booked resort
Piste closure This cover is not applicable in the UK, and within Europe the
l £400 Nil
Cover for transportation to another site if cover only applies during the period 15 December to 15 April
your booked resort is closed because of lack
of snow, excessive snow or high winds
Ski pack £350 Nil
Cover for the proportionate cost of your
non-refundable ski pack if, due to illness or
injury, you are medically certified as being
unable to ski
Inability to take part in winter sports l Any circumstances you were aware of prior to your trip £200 Nil
activities l Any leisure or sport activity not listed in your Policy Book
Cover if, due to illness or injury, you cannot
take part in winter sports activities
9Other important Significant Exclusions and Limitations Duration of cover
of this policy This policy is effective for one year from the cover start date
l Cover is excluded for any pre-existing medical conditions, shown on your policy Schedule.
unless declared to and accepted by us.
Cancellation within the first 14 days
l Certain sections of this policy are subject to an excess, which is At point of purchase, if your holiday return date is within 1 month
applied per claim. See your Policy Book for details. from the commencement date, there will be no refund if you
l Any specific exclusion or limitation shown on your quote choose to cancel your policy. In all other cases, you have the right
Schedule (please refer to the General Exclusions section of your to cancel your policy during a period of 14 days either from the
Policy Book). date of commencement, or the date on which you receive your
l If you plan to take part in any leisure or winter sports activities, policy documentation, whichever is later. If you wish to do so and
please be aware that limitations and exclusions may apply. cover (including cancellation cover) has not commenced, you
Please refer to the leisure and winter sports activities section in will be entitled to a full refund of the premium paid. If the policy
your Policy Book. is cancelled during the 14 day cooling off period and cover has
commenced, we will give you a pro-rata refund of premium based
l Any claim if, at the time of buying or renewing your policy or
on the cover you have had. Please note that if you have made a
booking a trip, whichever was the later, your close relative, close
claim and subsequently wish to cancel your policy, we will recover
business associate, travelling companion or person with whom
the monies paid to you in settlement of the claim. To exercise
you were going to stay, had a medical condition for which he or
your right to cancel your policy, please contact us by telephone
she:
on 0800 904 7489. If you do not exercise your right to cancel
– was receiving treatment at hospital (other than where they your policy, it will continue in force for the term of the policy and
go to hospital for check-ups for a stable condition, at regular you will be required to pay the premium. For your cancellation
intervals which have been arranged beforehand); rights outside the statutory cooling off period, please refer to the
– was waiting for a hospital consultation, investigations or ‘General conditions’ section of the Policy Book.
treatment (other than where they go to hospital for check-ups
for a stable condition, at regular intervals which have been Right of cancellation
arranged beforehand); After any statutory cooling off period you may cancel the policy
at any time by contacting us, but no refund of premium will be
– had been given a terminal prognosis, or been told that their
available. We (or any agent we appoint and who acts with our
condition was likely to get worse in the next 12 months.
specific authority) may cancel this policy by sending you seven
l You must purchase travel insurance before you leave the UK. days’ notice to your last known address. If we cancel your policy
We do not cover any trip where you have already left the UK at we will refund any premium owing to you on a pro-rata basis, if you
the time of purchasing this insurance. have not made a claim. We may cancel this policy with immediate
effect if you do not pay the premium or we are unable to continue
cover under the Medical Declaration.
10Making a claim Financial Services Compensation Scheme
For medical emergencies call (+44) 1444 442105 from abroad or The insurers are covered by the Financial Services Compensation
0800 092 2101 from the UK. For End Supplier Failure Insurance Scheme (FSCS). This provides compensation in case any of its
claims call 0800 092 1843 from the UK or (+44) 20 8776 3752 members go out of business or into liquidation and are unable
from abroad. For lost or stolen passports call 0800 092 2101 or to meet any valid claims under their policies. Further information
(+44) 1444 442105. For all other claims call 0800 092 2099 from can be obtained from the Financial Services Compensation
the UK or (+44) 1444 442106 from abroad. Scheme (www.fscs.org.uk), by contacting the FSCS at 10th Floor,
Beaufort House, 15 St Botolph Street, London EC3A 7QU or by
Making a complaint about a claim calling 0800 678 1100 or 020 7741 4100.
If you have a claim related complaint or you are dissatisfied with
the service that Collinson Insurance Services Limited has provided
please contact:
Quality Department, Collinson Insurance Services Limited,
Sussex House, Perrymount Road, Haywards Heath, West Sussex
RH16 1DN, call 0800 092 2099 from the UK or (+44) 1444 442106
from abroad, or e-mail complaints@collinsoninsurance.com.
If your complaint relates to a claim under the ‘End Supplier Failure
Insurance’ section only, please contact:
The Customer Services Manager, International Passenger
Protection Limited, IPP House, 22-26 Station Road, West Wickham,
Kent BR4 OPR, fax (020) 8776 3751 or e-mail info@ipplondon.co.uk
The Financial Ombudsman may look into your complaint if you
remain dissatisfied after we have reviewed it. However, if we have
not provided a final response within eight weeks you can refer
your complaint straight to the Financial Ombudsman Service. The
Financial Ombudsman Service resolves disputes in an independent
and fair way.
Telephone: 0300 123 9123 or 0800 023 4567
E-mail: complaint.info@financial-ombudsman.org.uk
11Saga Services Limited is a wholly owned subsidiary of Saga plc and is registered in England and Wales (Company No. 732602). Registered Office: Enbrook Park, Sandgate, Folkestone, Kent CT20 3SE. Authorised and regulated by the Financial Conduct Authority. CSL-TR2125v1 February 2018
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