Frequently Asked Questions

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We've put together some commonly asked questions to give you more information about GoSure Travel Insurance and the cover we offer.

If you have a question that is not answered below please use the contact us page.

Single Trip
  • Who is eligible for GoSure Travel Insurance?
    To be eligible for GoSure Travel Insurance you must have been present in the United Kingdom, the Channel Islands or the Isle of Man for at least six months prior to purchasing your policy. You must also be registered with a medical practitioner in the UK, Isle of Man or the Channel Islands. Your trip must start in the UK, Isle of Man or Channel Islands and you are in the United Kingdom, the Channel Islands or the Isle of Man at the time of purchasing the policy.
  • Is there an age limit?
    The maximum age to purchase cover is 79 years.


    *If you are aged over 79, please visit Travel Plus for a quote.
  • What is the maximum duration?
    The maximum duration of any single trip is 31 days. If you require cover for longer periods, please call us on 02392 419 858. We are open Monday to Friday 8am – 6pm, closed Bank Holidays.
  • Do you cover one-way trips?
    Cover for one way trips is available through P J Hayman & Company. Please call us on 02392 419 858 for more information and to purchase a policy. We are open Monday to Friday 8am – 6pm, closed Bank Holidays.
  • Can I extend my policy if I decide to stay longer?
    Subject to Underwriters agreement, we can extend an individual trip policy providing you let us know before your policy expires and at the time of requesting the extension you are not intending to make a claim. Please note, this is subject to your existing trip duration including the extended period not exceeding 31 days which is the maximum trip duration of the Single Trip policy. You will be advised of the additional premium at the time of the request.
  • What are the advantages of Annual Multi-trip travel insurance?
    If you are making several trips a year, Annual Multi-trip cover is usually the most cost effective option. This will cover you for an unlimited number of trips in a 12 month period, each up to a maximum of 31 days (Standard cover) 45 days (Standard cover).
  • Do you cover Winter Sports holidays?
    Cover for Winter Sports can be included for an additional premium.
  • Am I covered for all skiing activities under Winter Sports cover?
    The following activities are covered if Winter Sports cover is selected and shown on your Schedule of Insurance and the appropriate additional premium has been paid.

    • Skiing, ski boarding, snowboarding, big-foot skiing, cross-country skiing, glacier skiing/walking, ice skating, monoskiing, sledging/tobogganing, sledging/sleigh riding (pulled by horse or reindeer as a passenger), snow blading and tobogganing/sledging.

    • Off piste skiing and snowboarding is covered when you are skiing within the ski area boundaries of a recognised ski resort and following ski patrol guidelines.

    • Biathlon, husky dog sledding (maximum 3 days, organised, non-competitive and with experienced local driver), ice windsurfing*, kick sledging, ski biking, ski - dooing, skiing – nordic, snow biking, snow bobbing, snow carting*, snow go karting*, snow mobiling*, snow park/terrain park, snow scooting, snow shoe walking, snow tubing, telemarking, winter walking (using crampons and ice picks only, 3,000 metres).

    Note: cover under Personal Liability is excluded for those Winter Sports marked with an *

    There is no cover for:

    • Bobsleighing, heli skiing, luging, ski acrobatics, ski flying, ski jumping, ski racing, ski stunting or snow cat skiing.

    If your Winter Sports activity is not included in the list, please call us on 02392 419 858. We are open Monday to Friday 8am – 6pm, closed Bank Holidays.
Annual Multi-trip
  • Who is eligible for GoSure Travel Insurance?
    To be eligible for GoSure Travel Insurance you must have been present in the United Kingdom, the Channel Islands or the Isle of Man for at least six months prior to purchasing your policy. You must also be registered with a medical practitioner in the UK, Isle of Man or the Channel Islands. Your trip must start in the UK, Isle of Man or Channel Islands and you are in the United Kingdom, the Channel Islands or the Isle of Man at the time of purchasing the policy.
  • Is there an age limit?
    The age limit is 74 years or under at the start date of the policy. If you are aged over 74 and require Annual Multi-trip cover, please call us on 02392 419 858. We are open Monday to Friday 8am-6pm, closed Bank Holidays.

  • How many times can I travel and how long can each trip be?
    The Annual Multi-trip policy covers you for an unlimited number of trips throughout the year but any one trip is limited to 31 days (Standard cover) or 45 days (Premier cover).
  • Am I covered for trips in the UK?
    Trips in your home area are covered as long as accommodation has been pre-booked for a minimum of one night. You are not covered for Emergency Medical and Other Expenses except if you are resident of the Channel Islands when you will be covered for medical repatriation costs to your home and transfer of your body or ashes in the event of death. See the Emergency Medical and Other Expenses section of the policy wording for full details.

    For residents of the United Kingdom, excluding Channel Islands and the Isle of Man, your home area means the United Kingdom , excluding Channel Islands and the Isle of Man. For residents of the Channel Islands and Isle of Man, your home area means either the particular Channel Island on which you live or the Isle of Man depending where you home is.
  • Under an Annual Multi-trip policy, can children travel independently of an insured adult?
    Yes, children can travel independently under 'family cover' - this is ideal for school trips.
  • If I am abroad can I extend the 'maximum duration any one trip' limit provided by my Annual Multi-trip policy if I decide to stay longer?
    No, we are unable to extend cover beyond the maximum duration limit.
  • Do you cover Winter Sports holidays?
    Cover for Winter Sports can be included for an additional premium.
  • Am I covered for all skiing activities under Winter Sports cover?
    The following activities are covered if Winter Sports cover is selected and shown on your Schedule of Insurance and the appropriate additional premium has been paid.

    • Skiing, ski boarding, snowboarding, big-foot skiing, crosscountry skiing, glacier skiing/walking, ice skating, monoskiing, sledging/tobogganing, sledging/sleigh riding (pulled by horse or reindeer as a passenger), snow blading and tobogganing/sledging.

    • Off piste skiing and snowboarding is covered when you are skiing within the ski area boundaries of a recognised ski resort and following ski patrol guidelines.

    • Biathlon, husky dog sledding (maximum 3 days, organised, non-competitive and with experienced local driver), ice windsurfing*, kick sledging, ski biking, ski - dooing, skiing – nordic, snow biking, snow bobbing, snow carting*, snow go karting*, snow mobiling*, snow park/terrain park, snow scooting, snow shoe walking, snow tubing, telemarking, winter walking (using crampons and ice picks only, 3,000 metres).

    Note: cover under Personal Liability is excluded for those Winter Sports marked with an *

    There is no cover for:

    • Bobsleighing, heli skiing, luging, ski acrobatics, ski flying, ski jumping, ski racing, ski stunting or snow cat skiing.

    If your Winter Sports activity is not included in the list, please call us on 02392 419 858. We are open Monday to Friday 8am – 6pm, closed Bank Holidays.
Policy Options
  • Can I delete cover that is not required for a reduced premium?
    You can not delete or remove cover from your policy.
  • Can I delete the policy excess?
    For a single additional premium you can have the claims excess deleted. This is referred to as 'Excess Waiver' and is available as an option under both Single Trip and Annual Multi-trip during the quote process.
  • Can we have a lower premium and higher excess?
    There is no voluntary excess option available.
  • Am I covered for business travel?
    GoSure Travel Insurance has been designed primarily for the leisure traveller; however limited cover for business travel is included. This is restricted to straightforward business trips i.e. ‘white collar’ work. Please be aware that the policy excludes cover for most manual work (see Activity Pack 1), hazardous occupations, business equipment and replacement employee expenses. If you have any queries or require wider business cover, please contact us on 02392 419 858. We are open Monday to Friday 8am-6pm, closed Bank Holidays.
  • Am I covered for other sports & activities?
    GoSure Travel Insurance includes a wide range of activities that are automatically covered as standard (Activity Pack 1).

    Other activities (Activity Packs 2- 4) may be covered on payment of an additional premium.


    If you are going to take part in an activity not shown in the Activity Packs, please contact us on 02392 419 858. We are open Monday to Friday 8am-6pm, closed Bank Holidays.
  • Is my personal baggage covered?
    Yes under Standard and Premier policies. However, unlike some travel insurance policies, GoSure Travel Insurance provides 'new for old' cover for items less than 2 years old. This means that provided you can provide receipts or original valuations, claims for personal baggage will be settled on a replacement basis. Please note there are policy limits applying to personal baggage - please refer to the Policy Wording.
  • Am I covered for events caused by terrorism?
    You are only covered for terrorist activity in respect of Emergency Medical and Other Expenses, Hospital Inconvenience Benefit or Personal Accident.
Medical Assistance
  • Do you have a 24 hour medical emergency service?
    The GoSure Travel Insurance Policy has a 24 hour medical emergency and repatriation service. In the event of a medical emergency you must contact the medical emergency assistance service Global Response on:

    +44 (0) 113 3180 197
    Email: operations@global-response.co.uk
    Fax: +44 (0) 113 3180 198

    Further details of this service are shown in your Policy Wording.
    Staff are on call 24 hours a day throughout the year. They will, when necessary, guarantee medical bills and arrange repatriation if required. Note: You must retain receipts for medical and additional costs.
  • In the event of a medical emergency whilst abroad, do I have to pay my medical bills myself?
    If you are asked to pay a small bill for medicines and/or outpatient treatment it is often easier to settle your bill direct, keep all receipts and claim for the costs incurred on your return home.
    If you are admitted as an inpatient, or you require outpatient treatment which is likely to exceed £300, then you must contact the 24 hour Medical Emergency Service as soon as possible. They will then arrange for those medical expenses covered by the policy to be paid direct to the hospital/clinic.
Making a Claim
  • How do I make a claim?
    Click here for details.
    Full details of what you need to do to make a claim are also shown in your Policy Wording.

    Please note: You will be expected to follow the claims procedure shown in your Policy Wording and to substantiate your claim by providing supporting documents.
  • How quickly will you settle my claim?
    We aim to provide a first class claims service and respond within 5 working days of receipt of correspondence.
Buying Online
  • Is your website secure?
    Yes. We use 128-bit encrypted SSL to help keep all of your data safe.
  • How can I pay for my policy?
    You can pay by debit or credit card. We accept Mastercard and Visa.
  • How will I receive my travel Policy Wording documents?
    Your Schedule of Insurance and policy documents are delivered to the email address you provide.
  • Do I need to take my policy documents with me?
    You should print a copy of your Schedule of Insurance and policy documents and carry them with you.

    The Policy Wording includes important telephone numbers including the Medical Emergency Assistance Service that is available to you 24 hours a day, 365 days a year for advice, assistance, making arrangements for hospital admission, repatriation and authorisation of medical expenses.
  • Can I get my money back if I want to cancel?
    If you are not completely satisfied with the cover provided you may return your policy to us within 14 days on receipt of your policy documents. Provided you have not travelled or made or intend to make a claim, your premium will be refunded in full.
Other
  • Who are the Insurers?
    GoSure Travel Insurance is provided by UK General and underwritten by Ageas Insurance Limited. Registered address: Ageas House, Tollgate, Eastleigh, Hampshire SO53 3YA, England except for End Supplier Failure which is provided by International Passenger Protection Limited and underwritten by Certain Underwriters at Lloyds. Registered Office: IPP House, 22-26 Station Road, West Wickham, Kent BR4 0PR. Registered in England 2498563.

    The insurers are authorised and regulated by the Financial Conduct Authority. This can be checked on the FCA's register by visiting the FCA's website at www.fca.org.uk or by contacting them on 0800 111 6768.
  • Are there countries that are not covered?
    GoSure Travel Insurance will cover all countries and areas except those which the Travel Advice Unit of the Foreign & Commonwealth Office or the World Health Organisation (WHO) or similar body has advised against all or all but essential travel.
  • Are children covered?
    Under Single Trip, children under 18 at the date of issue of the policy (or under 23 years if still in full time education and normally resident with an insured adult) are covered free of charge, providing they are travelling with a related insured adult.

    If Annual Multi-trip ‘Family’ cover is selected, related children under 18 years at the date of commencing the trip (or under 23 years if still in full time education and normally resident with an insured adult) are covered free of charge.

    For Annual Multi-trip policies, related children are also covered to travel independently.
  • How do I know what I'm covered for?
    Please read the Policy Wording for full details of the cover.
  • Reciprocal Health Agreements: EHIC & Medicare
    If you are travelling to European Union countries you should obtain a European Health Insurance Card (EHIC). You can apply either online through www.nhs.uk/NHSEngland/Healthcareabroad/EHIC or by telephoning 0300 330 1350. This will entitle you to benefit from the reciprocal health agreements, which exist between certain European countries. In the event of a claim being accepted for medical expenses which has been reduced by the use of an EHIC, or Private Health Insurance, the deduction of the excess under the medical section will not apply. When you are travelling to Australia and you have to go to hospital, you must register for and make use of the treatment offered under the national Medicare scheme. If you know you need treatment, you can enrol for Medicare at a DHS Service Centre. If you receive treatment before you enrol, Medicare benefits will be back-paid for eligible visitors.

    Please note: An EHIC is no substitute for travel insurance cover.
  • Can you resend my policy to me?
    Yes. Please email us at gosure@pjhayman.com with your policy number (if known), the lead name and the address (for verification) and we will then resend the policy.
  • What is End Supplier Failure cover?
    Unlike some travel insurance policies, GoSure Travel Insurance includes cover of £4,000 on Premier cover if your holiday or trip has to be cancelled due to the financial failure of your travel or accommodation provider and you are unable to recover your pre-booked travel and accommodation costs elsewhere. Cover is also provided up to £1,000 for losses that are not directy associated witht he incident that caused to claims. For example, loss due to being unable to reach your pre-booked hotel, villa, car hire or cruise following the financial failure of an airline.
  • Can I get travel insurance if I have an existing medical condition?
    The GoSure Travel Insurance Policy contains conditions relating to your health and to that of other insured persons on the policy.

    Please refer to the 'Important Conditions Relating to Your Health' shown in the Policy Wording.

    You will need to declare each traveller's medical condition(s) if anyone has:
    • more than one of the following conditions: Asthma (requiring no hospital admissions and no supplementary oxygen), Diabetes (if well controlled and no associated conditions), High Blood Pressure / Hypertension, High Cholesterol;
    • been treated for any medical condition as a hospital in-patient or been referred to, or in the care of, a specialist consultant within the last 2 years;
    • been treated for a breathing condition (including asthma, but only where you have required hospital admission or supplementary oxygen); a heart related condition (including angina); a renal/kidney or liver related condition; a circulatory condition (other than high blood pressure/hypertension AND high cholesterol) within the last 5 years;
    • been diagnosed or treated for a malignant condition (e.g. cancer) within the last 5 years.

    Note: In some cases an additional premium may be payable if we are able to cover the declared medical condition(s).

    We are unable to offer a quotation or issue cover online for any person with a terminal condition. If you or anyone to be insured has a terminal condition, please call us on 02392 419 858 for individual assessment. We are open Monday to Friday 8am-6pm, closed Bank Holidays.