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terms and conditions

These are the full terms and conditions of your TravellersSOS Policy

This policy document sets out the extent and terms of your insurance cover, subject to the conditions, exceptions and exclusions also set out below. We want you to be satisfied with, and to understand your policy. Please make sure that you read your policy now, so that you know exactly what is covered.

Your policy covers the cardholders detailed in your schedule. It is particularly important that you read your schedule (which is sent to you via Royal Mail with your welcome pack), as well as the words with special meanings and the cover section below. TMC provides a national rate help line facility, which is available to cardholders. If urgent assistance is required, please call the number on the schedule.

Introduction

Your policy is made up of two parts, your schedule and the policy wording.

Your Schedule

Your schedule is set out on your welcome letter. Your schedule shows important details including your home address, your policy premium and details of the cardholders covered by this policy.

The Policy Wording

The policy wording tells you what is and is not covered, how to make a claim and other important information. This policy is subject to change from time to time. Any change will be notified to you by e-mail or in writing at least 28 days in advance.

The Insurance Contract

This policy is a legal contract between you and us. The policy wording and the schedule make one document and must be read together. The contract is based on information you gave us when you applied for this insurance and information subsequently provided by you and or a cardholder to us.

Our part of the contract is that we will provide the cover set out in this policy wording and on your schedule. Your part of the contract is that you will pay the premium for each policy period, and that you will comply with all of the conditions set out in this policy. If you do not meet your part of the contract we may turn down a claim and / or cancel your cover.

This policy has been issued by UK Insurance Limited, which is situated within the United Kingdom and whose registered office is Cote Lane, Leeds, LS99 2LZ. The laws that will apply to this policy are the laws of England and Wales.

Words with Special Meanings

  1. Advance means an interest free payment made by TMC to a cardholder, when the cardholder has no other means of paying for services or obtaining cash due to an incident. This service is available to cardholders only when requested at the time of reporting an incident via TMC, or within 24 hours of an incident that has been reported via TMC, whilst stranded away from the cardholder’s permanent country of residence. The advance is available and will be made via Western Union only.
  2. Cards means a cardholder’s credit, charge, cash, cheque and / or debit card(s).
  3. Cardholder(s) means the policyholder and any other persons named on your schedule who reside at and whose cards are registered to the policyholder’s permanent home address.
  4. Cardholder’s permanent country of residence means the home address which appears on your schedule or as otherwise advised in writing to TMC by you during the policy period and prior to any claim. In the case of the U.K., your permanent registered address includes the whole of the U.K.
  5. Calls means the cost of telephone or facsimile communication which a cardholder has to pay to contact TMC and / or their card issuer and / or their mobile telephone network in order to cancel cards or bar their mobile telephone due to an incident.
  6. Emergency card fees are those fees payable by a cardholder to the cardholder’s card issuer in order to obtain an emergency card whilst away from the cardholder’s permanent country of residence.
  7. Emergency documents are those passports or driving licences that you must replace whilst abroad as a result of an incident.
  8. Incident means an event or series of connected events, which results in the loss or theft of a cardholder’s card(s) and / or mobile telephone so that the cardholder is unable to use or control the use of those card(s) and / or mobile telephone whilst away from the cardholder’s permanent country of residence.
  9. Our / us / we means UK Insurance Limited who’s registered office is Cote Lane, Leeds, LS99 2LZ or such other insurance company as TMC may appoint as underwriter of your policy.
  10. Policy means your policy schedule and these terms and conditions specifying the cover, as amended from time to time.
  11. Policy period means the period to which the insurance applies. This is shown on your schedule and also includes any further period that you pay for or agree to pay for and for which we agree to accept your renewal.
  12. TMC means The Membership Company Limited, acting as agent for UK Insurance Limited.
  13. You / your means the private individual named as policyholder on your schedule.

Policy Conditions

These are the conditions of the insurance you need to meet as part of this contract.

  1. Taking care – cardholders must take all reasonable steps to avoid anything which may result in a claim under this policy. Cardholders must comply with all instructions and conditions of issue as stated by the card issuing company and / or mobile telephone network. Any personal identification number(s) must not be kept with your card or mobile telephone, disclosed, or made known to anyone other than an authorised user.
  2. Cancelling your policy – you may cancel this policy by giving 7 days notice in writing or by telephone to the address shown on your schedule. If the cancellation occurs within 28 days of commencement of the policy period you may be entitled to a refund of the policy premium you have paid for the rest of the policy period, provided that you have not used your policy and no claim has been made during the current policy period. On expiry of the 28 days you will not be entitled to a refund.
  3. War risks and natural disasters - Any loss or damage caused as a result of any sort of war, invasion, revolution or natural disaster is specifically excluded.
  4. Making a claim – if any item covered by this policy is lost or stolen, the cardholder must make a report to the Police and to TMC within 24 hours of discovery. The cardholder must also obtain a report from the Police (including a full Police reference number, the address and telephone number of the Police station) confirming the loss and follow the‘how to make a claim’ section below. Claims should be submitted as soon as possible and must be submitted within 60 days of the incident. The cardholder must provide TMC with all of the information that TMC consider relevant in order to assess any claim.
  5. Other insurance – if a cardholder claims under this policy for something that is covered by another insurance policy, the cardholder must provide TMC with full details of the other insurance policy. We will only pay our legal share of any claim.
  6. Fraud – if a cardholder makes a dishonest claim under this policy, all rights to the benefits under this policy will be lost.
  7. Calls – claims for the cost of calls must be supported by reasonable evidence, showing the telephone number of TMC or the card issuer or mobile telephone network where appropriate.
  8. Advances – will only be made to a cardholder whilst stranded away from the cardholder’s permanent country of residence and when the cardholder has no other means of paying for services or obtaining cash following an incident. The advance is made on the basis that the cardholder agrees to repay the advance to TMC within one calendar month. TMC may refuse to provide an advance if TMC have reason to believe that the cardholder will not be able to repay the advance within one calendar month, and you agree that we or TMC may make an enquiry with a registered credit agency in order to confirm your credit status for this purpose. All advances remain interest free provided they are repaid within one calendar month. Should repayment of the advance be made after one calendar month you will, if we ask, have to pay interest to us from the day the amount was advanced until repayment in full. The interest shall be calculated on the amount due and not repaid on a daily basis at a rate of four percent (4%) above the published base rate for Lloyds TSB Bank plc. You should be aware that if a cardholder does not repay an advance in full, you are liable for repayment of the advance (including any interest that may be payable).
  9. Emergency cards - TMC must be notified prior to any action being taken to obtain an emergency credit or debit card when at least one of the cardholder’s cards is lost or stolen whilst travelling outside the cardholder’s permanent country of residence as a result of an incident. We will only reimburse emergency card fees if there has been no advance as a result of the incident, and you may claim for only one card replacement per cardholder.
  10. Emergency documents - TMC must be notified prior to any action being taken to obtain temporary documents when a cardholder’s passport or driving licence is lost or stolen whilst travelling outside the cardholder’s permanent country of residence as a result of an incident.
  11. Luggage retrieval - TMC must be notified prior to any action being taken to recover the luggage when a cardholder’s luggage is lost whilst travelling outside the cardholder’s permanent country of residence.

The Cover

This part of the policy sets out the cover we provide following an incident.

What is covered The Cover What is not covered
Following a cardholder’s discovery of an incident, a loss for which he / she is legally responsible due to the fraudulent use of their cards lost or stolen outside the cardholder’s permanent country of residence. Up to £500 for a single policy, £1,000 for a couples policy and £1,500 for a family policy per incident for losses which occur before the cardholder reports the incident to their card issuer.

A cardholder using a card in a way which has not been authorised by the card issuer.
Any loss where the cardholder has kept the personal identification number (PIN) with the card or disclosed or made it known to anyone other than an authorised user.

Following a cardholder’s discovery of an incident, a loss for which he / she is legally responsible due to the fraudulent use of their mobile telephone lost or stolen outside the cardholder’s permanent country of residence.

Up to £50 for a single policy, £100 for a couples policy and £150 for a family policy per incident for losses which occur before the cardholder reports the incident to their mobile phone network.

A cardholder using a mobile telephone in a way which has not been authorised by the telephone network.
An emergency cash advance, available only whilst stranded away from the cardholder’s permanent country of residence. Up to £500 per single policy, £750 per couples policy and £1,000 per family policy for any one incident (only one request per incident). An advance made other than via Western Union. Entitlement to an advance if the conditions set out above are not complied with.
An emergency advance to pay for hotel bills or other third party accommodation charges whilst stranded away from the cardholder’s permanent country of residence as a result of an incident. Up to £500 per single policy, £750 per couples policy and £1,000 per family policy for any one incident (only one request per incident).

Entitlement to an advance if the conditions set out above are not complied with. Any costs relating to travelling companions who are not cardholders.
An emergency advance to pay for flight or other travel costs to replace tickets lost or stolen whilst away from the cardholder’s permanent country of residence as a result of an incident. Up to £1,000 per single policy, £2,000 per couples policy and £5,000 per family policy for any one incident (only one request per incident) Entitlement to an advance if the conditions set out above are not complied with. Any costs relating to travelling companions who are not cardholders.
The cost of retrieving a cardholder’s lost or stolen luggage. Up to £100 per single policy, £200 per couples policy and £400 per family policy for any one incident.

Any costs incurred where the conditions above are not complied with. Any legal or travel costs a cardholder has to pay to recover lost or stolen luggage. More than one claim in any policy period. Any costs a cardholder has to pay to recover lost or stolen luggage that has not been marked with luggage tags provided by TMC to you.
The cost of obtaining an emergency passport or driving licence for a cardholder to replace one that is lost or stolen whilst travelling outside the cardholder’s permanent country of residence as a result of an emergency incident. Up to £100 per single policy, £200 per couples policy and £500 per family policy for any one incident.

Any cost incurred where the conditions above are not complied with. Any legal or travel costs the cardholder has to pay in order to obtain the documents. Any documents obtained in the UK. More than one claim in any policy period.
The cost of obtaining an emergency replacement credit or debit card for a cardholder to replace one that is lost or stolen whilst travelling outside the cardholder’s permanent country of residence as the result of an emergency incident. Up to £100 per single policy, £200 per couples policy and £300 per family policy for any one incident.

Any cost incurred where the conditions above are not complied with. Any cost incurred where a cardholder has already obtained an emergency advance as the result of an incident. Any cost incurred in obtaining an emergency replacement card that is not a UK-issued credit or debit card. The costs of obtaining more than one card per cardholder. Any costs incurred in obtaining a replacement card that is not an emergency replacement card.

Your Policy Details

The information that you provide will be held by TMC Limited to administer your TravellersSOS policy, in accordance with the privacy policy.

Using Your Policy

How to Make a Claim

  1. Check your schedule and policy wording to see whether the loss is covered by this policy.
  2. Read the ‘making a claim’ section (item 4 under Policy Conditions) and follow the instructions given.
  3. The cardholder should contact TMC immediately by telephone using the number shown on your policy schedule, quoting your policy number and telling TMC what has happened.
  4. When submitting a claim please allow 14 working days to enable us to complete our normal investigations.

In the event of fraud on a cardholder’s card or mobile telephone the cardholder should take the following additional steps:

  1. Identify the suspected fraudulent charges on their card or mobile telephone statement
  2. Send the statement to the Fraud Department of the relevant card issuing company or mobile telephone network concerned, requesting that the suspected fraudulent charges be removed from the account.
  3. Should the card issuing company or mobile telephone network be unable to remove the suspected fraudulent charges, the cardholder should obtain a letter from the card issuing company or the mobile telephone network that confirms the date(s), time(s) and amount(s) of the suspected fraudulent charges and an explanation of why they cannot remove the charges. Attach the letter to the police report obtained at the time of the incident, along with any other evidence that can be supplied, and send it by registered post to TMC at the address shown on your schedule.

Complaints procedure – both TMC and UK Insurance set high standards and seek to provide levels of service we believe you have the right to expect. However, things can go wrong and if they do we want you to tell us about them.

Please write in the first instance to the Customer Services Manager at TMC. If this does not resolve your complaint you should write to the Head of Underwriting at UK Insurance, PO Box 300, Leeds LS99 2LZ.

UK Insurance are members of the Insurance Ombudsman Bureau, therefore if you are still not satisfied you may contact them at City Gate One, 135 Park Street, London SE1 9EA.

  
   

 

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