UK Based UK travel experts:

0343 658 0210

Weekdays: 8am - 7pm, Saturday: 9am - 5pm




Frequently Asked Questions

Am I covered if I am pregnant?

Yes, cover is included for pregnancy. However it relates solely for complications that arise during the course of the pregnancy because being pregnant is not considered to be a medical condition. This means that only certain circumstances that are caused by complications in a pregnancy are covered. It is really important that you check this cover in the policy wording. The appropriate section can be found in the Meaning of Words under Complications of Pregnancy and Childbirth.

What is a policy Excess?

Most sections of the policy carry an Excess. You have agreed to pay towards a claim under each section of the policy. The amount may vary depending on the level of cover you have chosen. It is applicable per person per section. The Excess will be reduced to NIL if you have used an EHIC (formerly E111) to reduce your medical expenses bill.

What is a Pre-existing Medical Condition?

  1. Any past or current Medical Condition that has given rise to symptoms or for which any form of treatment or prescribed medication, medical consultation, investigation or follow up/check-up has been required or received during the 12 months prior to the commencement of cover under the policy and/or prior to any Trip and
  2. Any cardiovascular or circulatory condition (e.g. heart condition, hypertension, blood clots, raised cholesterol, stroke, aneurysm) that has occurred at any time prior to the commencement of cover under the policy and/or prior to any Trip.

If you have any pre-existing medical conditions please call 0343 658 0300 to assess if you are eligible to obtain full cover for the condition(s) disclosed.

For more information, please refer to the "Important - Medical Health Declaration" section of the policy wording.

How do I make a claim on my policy?

To claim for travel insurance: phone the Claims Helpline on 0343 658 0345 and ask for a claim form. If you are claiming in respect to your timeshare holiday then you must provide a copy of the timeshare management agreement when submitting a claim.

To claim under the Gadget Upgrade: please call 01285 626020.

How do I make a claim on policies purchased before 02 March 2015?

To claim for travel insurance: phone the Claims Helpline on 0203 362 2411 and ask for a claim form.

How many children can I insure on a Family policy?

The maximum number of dependent children under 18 living at home is 4 on a family policy.

What are the Terms and Conditions?

Terms and Conditions are another expression for the Policy Wording. You need to read the Policy Wording carefully because it sets out the cover that you have purchased and also the conditions that you need to meet in order to make a claim.

What are my cancellation rights?

If after reading the policy wording you decide the terms of the insurance contract do not meet your requirements you can, WITHIN 14 DAYS OF THE DATE YOU RECEIVED YOUR DOCUMENTS, return it for a full refund. No refunds will be given for policies cancelled outside 14 days.

What Winter Sports are covered?

Provided you have paid the Winter Sports upgrade, and you are under the age of 65, you are covered for: ski equipment, piste closure, avalanche cover, ski hire, ski pack costs up to the limits shown on the summary of cover. Activities covered are:

  • Air boarding
  • Big Foot Skiing
  • Blade Skating
  • Bum Boarding
  • Cross Country/Nordic Skiing
  • Dog Sledging
  • Dry Skiing
  • Glacier Walking
  • Huskey Dog Sledging (organised and non-competitive)
  • Ice Karting
  • Ice Skating
  • Ice Windsurfing
  • Kick Sledging
  • Langlauf
  • Ski-Blading
  • Skiing - Alpine
  • Skiing Off-Pste with a guide
  • Skiing Off-Piste
  • Sledging
  • Sledging pulled by horse or reindeer as a passanger
  • Snow Boarding
  • Snow Mobiling
  • Snow Show Walking
  • Snow Tubing
  • Tobogganing
  • Winter Walking (using crampons and ice picks only)

What do I do if I need medical assistance when travelling?

  • For policies purchased after 05 May 2017, in case of a medical emergency please phone 00 44 (0) 343 658 0342, quoting NF17/0102.
  • For policies purchased before 05 May 2017, in case of a medical emergency please phone 00 44 (0) 203 362 2410, quoting ROCKMAP26022015.
  • You must contact the medical emergency assistance team as soon as possible before incurring expenses over £500.
  • You must retain receipts for medical and additional costs incurred and the excess must be paid by you at the time of treatment.
  • Note: If you are physically unable to contact the assistance team then you or someone designated by you must contact the team within 48 hours.

Can we travel independently on our Couple/Family travel insurance policy?

Adults over the age of 18 can travel independently, all children must be accompanied by an insured adult.

How often can I travel on an Annual Multi Trip policy?

The policy lasts for the complete 12 months, and you can take as many trips/holidays as you wish during the year. If you have purchased a Silver policy, any individual trip or holiday must not last longer than 31 days (unless the appropriate additional premium is paid, and then it can be extended to 62). If you have purchased a Gold policy then your individual trip limit will automatically be 62 days. If a trip is for a longer period you will need to purchase a Single Trip policy for that particular trip. Winter Sports, Business, Travel Disruption, Golf, Wedding/Civil Partnership and Cruise cover are available at an additional premium. Please contact Travel Insurance on 0343 658 0210.

What is the difference between Silver and Gold cover?

These are the different levels of cover offered under this policy. Silver offers the most basic level of cover with the highest excesses. Gold cover provides the widest range of cover and the highest levels of protection for you and requires you to pay the least amount of excess. As a result Gold cover is the more expensive choice however ensures that you have the best protection.

How is my policy delivered?

Your policy can be emailed directly to your email address shortly after being issued. Please note that some internet providers filter our automated e-mails as SPAM so please check your SPAM/junk folder if the e-mail has not been received. If you have any difficulties receiving your policy documents, please call us on 0343 658 0210.

Do you offer cover for over 65s?

Yes, but only on Single Trip policies which has a maximum age limit of 85. NOTE that the maximum age to add Winter Sports cover is 64 when you buy the policy.

Do you cover non-UK residents?

No, we only offer cover to residents of the United Kingdom.

Can I go scuba diving when travelling?

Scuba diving to a depth of 30 metres (within organisers guidlines) is covered. The policy can be upgraded to include scuba diving to a depth of 50 metres for an additional premium.

Can children purchase cover if they are under the age of 18?

Yes, but they must pay the adult premium for their cover and must comply with any airline rules in terms of travelling as a minor. The policy can only be issued by calling Travel Insurance on 0343 658 0210.

What products do you offer?

  • Single Trip policies. 
  • Annual Multi Trip policies with maximum trip duration of 31 days for Silver policies and 62 days for Gold policies (you can purchase 62 day cover for Silver for an additional premium)
  • For Individuals, Couples and Families (including Single Parent Families)
  • Including optional covers for Winter Sports, Golf, Wedding/Civil Partnerships, Travel Disruption, Gadget and Business cover

What credit/debit cards do you accept?

We accept Visa, MasterCard, Maestro, Visa Electron and Delta.

What happens if my bag is stolen with all my travel documents and money whilst I am travelling?

You must report theft or losses to the police or relevant authority within 24 hours of the event and obtain a written report. These reports are the only proof that the loss/theft did actually occur. Without them the insurer cannot make any payment to you. If you leave luggage and personal items unattended in a public place then we cannot be held responsible for any resultant claim. You should always take reasonable care to look after your property and treat it as if it were not insured. There is no cover for cash or valuables left in an unattended vehicle at any time, even if the vehicle is locked.

Are my glasses covered?

Yes, there is cover for glasses on our policies, they are included as valuables.

When do I need to purchase my travel insurance?

At the time of booking your travel arrangements to make sure that you have cancellation cover in place for that particular trip. If your travel arrangements change then you must call Netflights immediately on 0343 658 0210. You must be able to provide the correct Period of Insurance on your documentation in the event of a claim.

What do I need to take on holiday with me?

Please ensure that you take a copy of your certificate of insurance and a copy of the full policy wording - these documents contain important numbers that you may require whilst travelling.

Are my golf clubs covered?

Yes, up to £1,000 for Silver and Gold policies in total, provided you have paid the additional premium for the Golf Cover extension.

Am I covered for cancellation?

If you have paid the appropriate premium, you are covered for cancellation of your holiday for the reasons stated in the policy wordings. You may be able to claim (subject to the policy terms and conditions) for any travel or accommodation costs that you have either already paid or are contracted to pay, that you cannot reclaim from the tour operator.

What is an EHIC (formally E111)?

If you intend travelling to European Union (EU) countries, the European Economic Area (EEA) or Switzerland. We would advise you to obtain a Form CM1 from your local main Post Office. On returning this, duly completed, to the main Post Office you will be issued with a European Health Insurance Card (EHIC), which will entitle you to certain free or reduced cost health arrangements in the EU, EEA or Switzerland. (Full details are given in the DSS Leaflet No. SA40).

NB: In the event that you have used the EHIC to effectively reduce the cost or your treatment or medicines; then you will not have to pay an Excess in relation to any medical related claims.

What vaccinations do I need?

You should check with your doctor as soon as possible, your doctor will be best advised to tell you what vaccinations are required, if any.

Can I change my policy?

You can change or upgrade your policy at any time as long as you have not made a claim. Please contact Netflights on 0343 658 0210 for amendments and upgrades.

Which Special Sports and Activities are covered at no additional premium?

  • Aerobics
  • Archery
  • Archeological Digging
  • Assault Course
  • Badminton
  • Banana Boating
  • Baseball
  • Basketball
  • Beach games
  • Bungee Jump (up to 3)
  • Billiards/Snooker/Pool
  • Black Water Rafting (grade 1-4)
  • Blade Skating
  • Bowls
  • Bum Boarding
  • Camel riding
  • Canoeing (grade 3)
  • Catamaran Sailing
  • Clay Pigeon Shooting
  • Climbing (on Climbing Wall only)
  • Cricket
  • Croquet
  • Curling
  • Cycle touring
  • Cycling
  • Deep Sea Fishing
  • Dinghy Sailing
  • Dry Skiing
  • Falconry
  • Fell Walking/Running
  • Fencing
  • Fishing
  • Fives
  • Flow Riding
  • Football (amateur, not main purpose of trip)
  • Glass Bottom Boats/Bubbles
  • Golf
  • Handball
  • Helicopter Tours (fare paying, not for more than 2hrs)
  • Hiking / Trekking (under 2,000m altitude)
  • Horse Riding (no polo, hunting, jumping)
  • Hot Dogging (grades 1 - 3)
  • Hovercraft driving / passenger
  • Ice Skating
  • Inner Tubing
  • Jogging
  • Kite Surfing
  • Korfball
  • Mountain Biking
  • Marathons
  • Netball
  • Octopush
  • Orienteering
  • Outwardbound Pursuits
  • Paintballing
  • Parascending (over water)
  • Pony Trekking
  • Power Boating (no racing or competition)
  • Racquetball
  • Rambling
  • Refereeing
  • Ringos
  • River Canoeing
  • Roller Blading (Line Skating / Skateboarding)
  • Rounders
  • Rowing
  • Running, Sprint / Long Distance
  • Safari
  • Sail Boarding
  • Sailing (in territorial waters only)
  • Sandboarding
  • Sand Dune Surfing / Skiing
  • Sand Yachting
  • Scuba Diving (max depth 30 metres)
  • Sledging
  • Snorkelling
  • Soft Ball
  • Speed Sailing
  • Squash
  • Surfing
  • Swimming
  • Swimming with Dolphins
  • Table Tennis
  • Tennis
  • Tenpin Bowling
  • Trampolining
  • Track Events
  • Tree Canopy Walking
  • Triathlon
  • Volleyball
  • Wake Boarding
  • Walking
  • Water Polo
  • Water Skiing
  • Whale Watching
  • White/Black Water Rafting (Grade 1 to 4)

Which Special Sports and Activities are covered at no additional premium but where there is reduced cover in respect of any Personal Accident and Personal Liability sections?

  • Abseiling
  • Boxing training (no contact)
  • Camel trekking
  • Dog Sledding
  • Elephant riding or trekking
  • Flying as a passenger (private / small aircraft)
  • Go karting (recreational use)
  • Hiking / Trekking (over 2,000m under 6,000m altitude)
  • Hockey
  • Hot air ballooning
  • Hurling (amateur)
  • Jet boating
  • Jet skiing
  • Kayaking
  • Martial Arts (Training Only)
  • Motorcycling (under 125cc)
  • Sea Canoeing

Which Special Sports & Activities are covered with an additional premium, but where there is reduced cover in respect of any Personal Accident and Personal Liability sections?

  • American Football (amateur)
  • Canyoning
  • Gliding
  • Gorge Walking
  • Hand Gliding
  • High Diving (amateur, excluding cliff diving)
  • Horse Jumping (no polo, hunting)
  • Micro Lighting
  • Paragliding
  • Parasailing
  • Parascending (over land)
  • Rock Climbing (under 2,000 metres)
  • Rock Scrambling (under 4,000 metres)
  • Rugby (amateur)
  • Scuba Diving (max depth 50 metres)
  • Spearfishing (without tanks)
  • Tandem Skydive (up to 2 jumps per trip)
  • Tobogganing
  • Trekking (4,001-6,000 metres)
  • Via Ferrata
  • White/Black Water Rafting (Grade 5 to 6)
  • Yachting (Racing/Crewing) – outside territorial waters

Which Special Sports and Activities are not covered under any circumstances?

  • Any form of motor racing, speed, performance or endurance test
  • Base jumping
  • Cave diving / Caving
  • Cliff Diving
  • Flying as a pilot
  • Heli-skiing
  • Horse racing
  • Hunting / Shooting
  • Hunting on horseback
  • Ice hockey
  • Luge
  • Martial arts (competition)
  • Microlighting
  • Motor racing (all types)
  • Mountaineering
  • Point-to-point
  • Polo
  • Professional sports
  • Quad biking
  • Rock climbing (Over 2,000 metres)
  • Rock scrambling (Over 4,000 metres)
  • Shark feeding / Cave diving
  • Skeleton
  • Ski acrobatics
  • Ski flying
  • Ski jumping
  • Ski racing (unless organised as part of a ski lesson)
  • Ski stunting
  • Skiing off piste outside a recognised & authorised area
  • Steeple chasing
  • Team sports played in competitive contests
  • Wrestling
  • Motor rallying
  • Mountaineering
  • Parachuting
  • Paragliding/parapenting
  • Power boat racing
  • Power lifting
  • Professional sports of any kind
  • Quad biking
  • River bugging
  • Rock climbing
  • Rodeo
  • Roller hockey
  • Shark diving (in cage)
  • Sky diving
  • Speed trials/time trials
  • Triathlon
  • Water ski jumping
  • Weight lifting
  • Wrestling

Will this policy cover me if my Trip has been Dynamically Packaged?

Yes, cover is provided irrespective of how your Trip / holiday has been packaged together.

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Annual policy cover is available for Europe or Worldwide only

Please note: You will not be covered for holiday cancellation until your policy start date. Choose today’s date if you want cover as soon as possible.