Introduction | Privacy policy | Security Policy | Terms and Conditions | FAQ's

Using these FAQs

Q- How do I find a relevant FAQ?
A- We have tried to group our FAQs into useful categories. These categories are linked above - so that you can jump directly to the most relevant answers.

Q- How can get help if I cannot find a relevant FAQ?
A- These FAQ’s are general in nature and do not answer specific questions about any of our products. You may find our Cover Selector is the most useful way to find the best cover for you. Once you choose a particular cover, you will find a range of useful details are provided, including specific FAQs that may answer your questions.

Security

Q - Is it safe to put my personal details online?
A - Yes. Whenever we ask you for personal information, we do so within a secure environment and all details sent between your PC and our web site are encrypted. Please click here for more information about our security.

About ACE

Q - Who is ACE?
A - The ACE Group is one of the world’s largest property and casualty insurers employing more than 8000 people in nearly 50 countries around the world. Companies within the ACE Group enjoy strong financial ratings from leading rating agencies. We offer a range of online insurance covers across Europe. Each cover type is tailored to the local country needs, is presented on a dedicated website in that language, is fully supported by extensive information and yet the process of buying is simple, clear and easy. Click here to find out more about ACE

Q - What sorts of insurance cover do you offer online?
A - We offer a range of different policies online from a wide range of travel insurance to personal accident covers. You can see the range of covers we offer listed on the homepage of this website.

General Policy arrangements

Q - What happens when my policy expires?
A - If you choose a single trip policy, this will simply expire at the end of your cover period (i.e. when your trip ends). With annual insurances, we will remind you 3 weeks before your policy expires, and offer you the opportunity to buy another policy.

Q - Can I change my policy details?
A - You can call us on 0800 028 2396 to advise if you move home or your personal details need amending. In some cases we may be able to upgrade you cover, you should refer to the cover specific FAQs for the type of policy you have bought.

Complaints

Q - How can I make a complaint?
A - We operate a comprehensive Complaints Procedure.
Please refer to your policy wording to review the procedure in full.

Payments

Q - How can I pay?
A - You may pay online by credit card or debit card. Alternatively you can contact us to purchase by telephone.


Travel Cover Questions

Business trips

Q - I travel on business, does my policy cover me on business trips?
A - We offer a single trip business cover for trips up to 31days. If you travel extensively, you may wish to consider a corporate business travellers policy which is available offline and will be pleased to give you a quotation if you call us on 01293-725820.

Q - If I am travelling on business and want to extend my stay to take in a holiday, am I covered?
A - You must choose our single trip business cover. This cover is designed to provide limited cover for incidental holidays. You must refer to the full policy wording to check if this will suit your needs.

Cover questions

Q - When should my single trip cover begin and end?
A - For the purposes of our insurance, your trip begins on the day that you leave your normal place of residence (not on the day you arrive at your destination, if that is different). Similarly, you must buy cover to include the whole trip, which means until you arrive at your UK return destination. For example, if you are travelling to the United States, this will usually be the day after your return flight departs.

Q - When does my cover begin?
A - Cancellation cover begins on the day you book your holiday, if your policy is in force at the time of booking, or when you purchase your policy. All other covers begin on the day of your trip. Some covers are not available for UK trips - for full details, check our policy wording.

Q - My home contents policy covers personal effects and valuables outside my home. Can I cancel the personal property section of your policy and pay a lower premium?
A - Usually yes, we offer "Budget" versions for most of our travel insurance covers. This can save you around 20% of the premium.

You might consider choosing Budget cover if you enjoy some personal property or money cover under your household contents insurance policy. Check this policy carefully though as the limits may be lower than those under our policy and claiming may affect your premium. If you choose our full cover and need to make personal property claim, we guarantee not to ask your home contents insurer to reimburse us if we pay a claim, so your home contents premium won't be affected by a travel loss.

Q - What am I not covered for?
A - We have highlighted what we believe are the most important exclusions in the specific cover FAQ’s, summary of benefits and on the statements we ask you to confirm before you buy our cover. It is not possible for us to list everything you will not be covered for, and we strongly advise you to read the full Policy Wording. Under each section of our various covers, you will find a list of exclusions, and a further list of General Exclusions towards the end of the policy wording. These sections must not be read in isolation, but within the context of the full policy wording. If you have any doubts about what is not covered, please contact us.

Winter & Hazardous Sports and Activities

Q - How do I determine if a particular sport or activity will be covered?
A - Our various travel policies are designed for different kinds of travel. You should check the cover you choose is appropriate for all your intended sports and activities. You may find our Cover Selector will help you choose the best cover option.

Q- How can get help if I cannot find a relevant FAQ?
A- These FAQ’s are general in nature and do not answer very specific questions about any of our types of cover. You may find our Cover Selector is the most useful way to find the best type of cover. Once you choose to get an instant quotation for particular cover - you will find a range of useful details are provided, including specific FAQs for that cover type which may answer your needs.

If the above FAQS do not solve your query - please contact us.
 

Introduction | Privacy policy | Security Policy | Terms and Conditions | FAQ's