TRAVEL INSURANCE GUIDE
Plain answers to the questions we’re asked most: paying hospitals directly, cancelling your trip, vouchers, and what to do in an emergency.
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Based on real ERGO claims - the situations that actually come up, explained in plain English.
MEDICAL EMERGENCIES AND GETTING HOME
In a real claim: A customer was told by a US hospital that treatment would stop without a payment of…
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MEDICAL EMERGENCIES AND GETTING HOME
In a real claim: A customer with “well-managed” type 2 diabetes was told by their GP it did not need…
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CANCELLATION
In a real claim: A customer cancelled a £3,400 trip because she was too anxious to fly. A family member…
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CANCELLATION
In a real claim: Complaints data shows this is the most emotionally charged cancellation scenario. Four evidence gaps most commonly…
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CANCELLATION
In a real claim: A customer had a family holiday to Egypt. FCDO advice changed two weeks before departure. The…
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CANCELLATION
In a real claim: One of the highest-volume complaint themes across the portfolio. A customer received a £600 airline voucher…
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✈︎ See it played out →CUTTING YOUR TRIP SHORT
In a real claim: A customer had a 14-night holiday and was confined to her hotel room for five days…
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PERSONAL BELONGINGS
In a real claim: Heathrow August 2024: 270,000 passengers in one day with 98% of bags arriving as expected. The…
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If you’ve been made redundant, and it wasn’t your choice, you may be able to claim. This needs to have…
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These costs are covered under the cancellation section of your policy, as long as you have a valid cancellation claim…
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The excess is the first part of a claim you pay yourself. It comes off your settlement, and the amount…
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Yes. The excess applies per section of the policy you claim under, so a claim that spans two sections carries…
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In a real claim: A customer booked premium economy flights home at £1,800 per person without calling ERGO. Economy alternatives…
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In a real claim: Complaints data shows a pattern of customers cutting trips short following news of unrest in neighbouring…
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In a real claim: A customer’s annual policy expired on day 11 of a 14-day holiday. A medical event on…
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We work it out on a pro rata basis, using the days of your trip you didn’t get to use.…
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There is cover in this situation, but only for certain occupations. You’d need to work for the armed forces, police,…
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Unfortunately this isn’t a valid reason to cut your trip short under the policy. For issues with your accommodation, your…
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In a real claim: A customer in the USA paid a private clinic $14,000 without calling. We would have issued…
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In a real claim: A customer in Spain used their GHIC and assumed the insurance claim was complete. When they…
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Letting us know early gives us the best chance of helping you properly. If we’re involved before costs are run…
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If you have children under 18 travelling with you, we’ll cover the cost of getting them back to the UK…
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It depends on your answers to the medical screening questions when you take out your policy. We will ask you…
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We ask about your medical history because it affects your cover in a number of ways. If you need emergency…
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We can’t cover symptoms or conditions that haven’t been diagnosed at the point you take out your policy. If those…
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It depends on the medical screening questions when you take out your policy. If the infection occurred in the last…
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In a real claim: A customer who fractured his leg skiing asked whether personal accident would pay. It would not,…
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Personal accident cover doesn’t apply to motorcycle accidents. Regardless of whether you’re riding or a passenger. This applies regardless of…
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Personal accident only covers physical injuries caused by a sudden accident. It doesn’t cover mental health conditions, illness, or disease.…
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Personal accident cover doesn’t apply to trips that take place entirely within the UK.
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In a real claim: The most common single complaint in this section. The six most frequent decline reasons from the…
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In a real claim: A customer had a £400 jacket stolen but could only provide a bank statement showing a…
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You may be covered if all of the following apply. The theft must have happened between 09:00 and 21:00. Your…
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In a real claim: Late reporting is one of the six most common decline reasons and appears even in cases…
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You may be able to claim if your jewellery was stored correctly. For a hotel safe claim to be considered,…
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We treat a matching set as a single item where the pieces only have value as a set. A pair…
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No. Your cover is new for old, so we don’t take anything off for the age or condition of an…
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