Policy Wording FCO Travel Advice Key Facts

Terms and Conditions

Insurer

Your policy is underwritten by AGA International SA and administered in the UK by Mondial Assistance.

Confirmation

You will receive an e-mail immediately after purchasing a policy. This will include links to your policy documents. The policy certificate will include your certificate showing your policy number, the persons insured, policy commencement date, period of insurance and the destinations/zones covered as well as the total price you paid for the policy. The Policy summary and policy wording documents can also be downloaded at this point or from our website at any time. If you have requested the documents by post and paid the additional charge, the policy certificate and policy wording booklet will be posted via Royal Mail.

Travel Insurance Contracts

Your travel insurance policy is a contract between you and our insurer AGA International SA, administered in the UK by Mondial Assistance. By purchasing a travel insurance policy you are agreeing to abide by the terms set out in the policy wording. The policy wordings for each of the policies we offer are available to any person visiting our web site and can be examined in their entirety at any time. The policy wording of your chosen policy will be sent to you by email and by post if the appropriate additional payment has been made once you have purchased travel insurance from us. These terms do not affect your statutory rights.

Cancellation

If your cover does not meet your requirements, please notify us within 14 days of receiving your policy schedule and if requested return all your documents for a refund of your premium. If during this 14 day period you have travelled, made a claim or intend to make a claim then we can recover all costs that you have used for those services. Please note that your cancellation rights are no longer valid after this initial 14 day period.

You must contact us on 08450 264 264 to confirm you wish to cancel.

Customer support

Our contact details are found on all pages of our website and within the policy wording. Our opening times when we can be contacted are found on our Contact Us page. Our address for postal customer support is also on our contact us page, plus a form for you to send an enquiry to us via email.

Complaints regarding the sale of the travel insurance policy and dealings directly with BestBackpackersInsurance.co.uk or Mondial Assistance if regarding a claim, full details within our policy wording.

Our aim is to provide you with a high level of customer service at all times. If there are occasions when we do not meet your standards please contact the Senior Manager verbally or the Managing Director Manager in writing. We will write to you within 5 working days advising who is dealing with your concerns. We hope to have concluded our investigations at this time, but if we need to take longer, we will either give you a full response within 20 working days or explain our position and provide you with a time scale for our full response. Grovelawn Insurance Services Limited trading name cheaptravelinsisurance.com authorised and regulated by the Financial Services Authority (FSA) and should you fail to be satisfied with our final response you will have access to the Financial Ombudsman Service. They can be contacted at South Quay Plaza, 183 Marsh Wall, London, E14 9SR, telephone number 0845 080 1800 or e-mail enquiries@financial-ombudsman.org.uk

Claims

In the first instance please visit the website www.mondialtravelclaims.com. This will lead you to our online claims notification service where claim forms can be obtained immediately via email or by downloading directly from the site.
Alternatively, please phone 020 8603 9958, textphone 020 8666 9562 (8am-6pm Monday to Friday and 9am-12 noon Saturday) and ask for a claim form or write to: Mondial Assistance travel insurance claims department, PO Box 1900, Croydon, CR90 9BA or email travel_claims@mondial-assistance.co.uk.

All claims complaints

All claims complaints should be made in writing to The Quality Standards Manager, Mondial Assistance (UK) Limited, Mondial House, 102 George Street, Croydon, CR9 1AJ. Please supply us with your name, address, policy number and claim number where applicable and enclose copies of relevant correspondence as this will help us to deal with your complaint, in the shortest possible time.

For Section 13 please write to:The Claims Manager, IPP Claims Office, IPP House, 22—26 Station Road, West Wickham, Kent, BR4 0PR.

If you are not satisfied with our final response you can refer the matter to the UK Financial Ombudsman Service (FOS) at their address above.

Credit and debit card charges

We reserve the right to levy non-refundable surcharges for payment by debit or credit card. The scale of these will be clearly notified to you before any policy is confirmed. Your statement will show that payment has been processed by Grovelawn Insurance Services or CheapTravelInsurance.com.

Prices

We continually review our products and prices. Our instant quotes provide the full cost of all our travel insurances policies, including the Insurance Premium Tax at the current rate.

Receipts, bills and settlement mistakes

The policy schedule that is sent to you displays the exact cost of your insurance. It will also display the date the transaction took place. The policy schedule can therefore serve as a receipt however we can produce a receipted copy of your policy should this be required, please contact our call centre on 08450 264 264.

Should any details on the travel insurance policy document be incorrect we will amend your details immediately on your instruction, please contact our call centre staff on 08450 264 264.

Data Protection Act 1998 Notice

Bestbackpackers and Mondial Assistance collect and maintain personal information in order to underwrite and administer the policies of insurance that we issue. All personal information is treated with the utmost confidentiality and with appropriate levels of security. We will not keep your information longer than is necessary.

Your information will be protected from accidental or unauthorised disclosure. We will only reveal your information if it is allowed by law, authorised by you, to prevent fraud or in order that we can liaise with our agents in the administration of this policy.

Under the terms of the Act, you have the right to ask for a copy of any information we hold on you upon payment of an administrative fee and to require a correction of any incorrect information held. Any inaccurate or misleading data will be corrected as soon as possible.

The above principles apply whether we hold your information on paper or in electronic form.