Your questions answered

If there is a change in health of anyone insured under an existing policy you must contact our Medical Screening Service on 02392 419 080 as soon as possible. We will tell you if your change in health will affect your insurance and if cover can continue.

If your health changes after you purchased your policy but before you commence your trip (or in the case of Annual Multi-trip cover before booking your next trip) or pay the balance or any further instalments for your trip, you must tell us about these changes, if:

• new medication or a change in regular medication has been prescribed;

• there has been a deterioration of a previously stable condition;

• you have been referred to a specialist;

• A medical symptom/condition is being investigated; or

• you are awaiting treatment/consultation

We will then tell you if we can cover your medical condition(s) free of charge or for an additional premium.

If we cannot cover your medical condition(s), or you do not want to pay any additional premium quoted, we will give you the choice of either:

• making a cancellation claim for any pre-booked trips; or

• cancelling your policy and receiving a proportionate/partial refund, provided that you have not made a claim or are about to.

If you are not sure whether something is relevant you must tell us anyway.

Medical costs abroad can be very expensive especially if you have to be repatriated home. Without appropriate insurance cover you could be left severely out of pocket.

You must therefore carefully read the ‘Medical Warranty’ that is shown as you progress through a quote and to accurately declare all medical conditions. If you give incorrect answers or forget to tell us about a medical condition, this could lead to a claim not being paid.

So that you (and anyone to be insured under Free Spirit) can be covered for existing medical condition(s), you must include all relevant medical history as shown below.

a) Any of the following conditions, for which you have received treatment (including prescribed medication) within the 5 years prior to your policy issue date:

• any respiratory condition (relating to the lungs or breathing);
• heart or heart related condition;
• circulatory condition (relating to the blood or circulation);
• kidney or renal condition;
• liver condition;
• condition relating to the pancreas (e.g. diabetes);
• cerebral or neurological condition (relating to the brain);
  stroke;
• central nervous system disorder or irritable bowel disease.

b) Any malignant condition e.g. cancer for which you have received any diagnosis or treatment (including prescribed medication)
within the 5 years prior to your policy issue date;

c) Any medical condition for which you have within the 2 years prior to your policy issue date:

• received surgery; inpatient or outpatient treatment;
• had any tests or investigations in a hospital or clinic;
• been seen by a specialist consultant.

d) Any psychiatric or psychological condition for which you have received any diagnosis or treatment (including prescribed
medication).

e) Any re-occurring health condition, or any other medical condition which within the 2 years prior to your policy issue date which:

• has been treated in hospital;
• has been referred to a specialist;
• you are waiting for any tests or treatment of any description;
• your doctor has altered your regular prescribed medication in the 6 months prior to your policy issue date.

Please contact us on 02392 419 080 and we will discuss your requirements. We consider everyone’s circumstances and often we can find a solution to provide cover.

Yes, if you are waiting for medical tests or treatment of any description you can generate a quote.

Yes, we need to be aware of all medical conditions including those that are under control by medication. This is important as otherwise a claim may be invalidated if medical conditions are not disclosed.

We can only medically screen a condition that has been diagnosed by the medical profession and therefore, we cannot provide a quote or offer cover until such time as your medical condition has been diagnosed.

No, you must declare the position as of today.

The start date of your policy should be the day that you leave home. Your end date should be the date you return home. Although, this could be a different day to the day you leave your holiday destination so do ensure your policy covers you and your party for the entirety of your scheduled return journey.

Cancellation cover starts on the date you purchase your policy so even if your holiday/trip is some time away, you will be covered for cancellation until the day your trip starts. For this reason, it is beneficial to purchase a travel insurance policy as soon as you have booked your travel.

Under all other areas of cover, it initiates when you leave your home and ends when you return home.

There is no upper age limit on any Free Spirit policy.

The maximum duration of any single trip is 115 days (although for persons aged 76 years and over the maximum duration is 45 days). If you are travelling for longer than 45 days and you are aged 76 or over, please call us on 02392 419 080.

Yes, in fact some features on our policy are specifically for travel within the UK. For example, you will benefit from up to £10,000 for indirect medical costs if you are injured or fall ill while away.

Find out more on the travel insurance UK page.

You will not be covered if you travel outside the area you have chosen, as shown on your Policy Schedule.

United Kingdom – England, Wales, Scotland, Northern Ireland and Isle of Man.

Europe 1 – including: United Kingdom and Austria, Azores, Belgium, Bulgaria, Channel Islands, Corsica, Croatia, Czech Republic, Denmark (and the Faroe Islands), Finland, France, Germany, Gibraltar, Hungary, Iceland, Italy, Liechtenstein, Luxembourg, Madeira, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Russia (west of the Ural mountains), San Marino, Sicily, Slovak Republic, Slovenia and Sweden.

Europe 2 – including Europe 1 shown above and the remaining countries west of the Ural mountains and Andorra, Balearics, Canary Islands, Cyprus, Greece, Morocco, Spain, Switzerland, Tunisia and Turkey.

Australia & New Zealand – including: Europe 2 shown above and Australia, including Territory of Cocos (Keeling Islands, The Territory of Christmas Island, Norfolk Island and Lord Howe Island) and New Zealand, including the Cook Islands, Niue and Tokelau.

Worldwide – including Egypt and Israel but excluding Canada, Caribbean, China, Hong Kong, USA, Afghanistan, Liberia and Sudan.

Worldwide – including Canada, Caribbean, China, Hong Kong and USA but excluding Afghanistan, Liberia and Sudan.

No, Free Spirit only covers round trips that start and end in the United Kingdom, Channel Islands or the Isle of Man. Alternatively, the trip may start from a Ministry of defence base or location, so long as it holds a recognised British Forces Post Office address.

However, please contact us on 02392 419 080 as we may be able to offer a different policy.

Extension requests will be considered but cannot be guaranteed:

Trip extensions:
– if you decide you wish to extend your trip whilst overseas
– if you are unable to return home from your trip as planned
– travel disruption caused by a contagious disease

Full details of the terms and conditions which apply are shown in the Insurance Policy.

Subject to Underwriters agreement, we can extend a Single Trip policy at your request. This is providing you let us know before the expiration date of the policy and that at the time of the request you do not intend to make a claim.

Please note – this is subject to the total trip duration including the extended period not exceeding 115 days (45 days if aged 76 years or over), 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.

Please contact us on 02392 419 080 to discuss your requirements.

Cancellation cover begins on the date you choose to start your policy. If you already have a trip booked and you want to be covered immediately, you should select today’s date. You can choose to start your policy later (up to 31 days from today’s date) but there would not be any cancellation cover between now and the start date you choose.

No Free Spirit policy imposes an upper age limit.

You can travel as often as you like within the 12 month period. The only restriction to be aware of is that trips are limited to 32 days on Super policies and 45 days on Super Duper policies.

Yes, your cover applies not only in your chosen geographical area, but also in the UK for trips of 2 or more nights.

In fact, some features on our policy are included with domestic travel in mind. For example, up to £10,000 cover is available for indirect medical costs if you are injured or fall ill while away.

You can find out more about the UK benefits of your policy on our travel insurance UK page.

You will not be covered if you travel outside the area you have chosen, as shown on your Policy Schedule. These are as follows:

Europe – Austria, the Azores, Belgium, Bulgaria, Channel Islands, Corsica, Croatia, Czech Republic, Denmark (and the Faroe Islands), Finland, France, Germany, Gibraltar, Hungary, Iceland, Italy, Liechtenstein, Luxembourg, Madeira, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Russia (west of the Ural mountains), San Marino, Sicily, Slovak Republic, Slovenia, Sweden, Andorra, Balearics, Canary Islands, Cyprus, Greece, Morocco, Spain, Switzerland, Tunisia, Turkey and United Kingdom.

Worldwide – excluding Canada, Caribbean, China, Hong Kong, USA, Afghanistan, Liberia and Sudan but including Australia, New Zealand, Egypt & Israel.

Worldwide – including Canada, Caribbean, China, Hong Kong and USA but excluding Afghanistan, Liberia and Sudan.

Regrettably, we are not able to extend the Annual Multi-trip policy unless there are factors outside of your control that force you to stay. The maximum duration for any one trip is 32 days on Super policies and 45 days on Super Duper policies.

On Annual Multi-trip policies we will contact the lead traveller approximately one month prior to the expiry of the period of insurance as shown on your Policy Schedule. We will give you at least 21 days written notice before the expiry date.

On receipt of the reminder, we will ask you to complete a new application and medical screening. This is important to make sure that your details are based on your health at the time of taking out a new policy for the next 12 months.

Adults may travel independently but children under 18 years of age must be accompanied by an insured adult.

Yes, the Free Spirit policy has a 24-hour medical emergency and repatriation service provided by:

Healix Medical Assistance Services
You can reach them 24 hours a day throughout the year on +44 (0) 343 227 0843. You can also email on internationalhealthcare@healix.com.

Further details of this service are shown in your Insurance Policy.

Staff will, where necessary, guarantee medical bills, arrange repatriation and, if required, provide a medical escort.

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 £500, then you must contact the 24-hour Medical Emergency Assistance on +44 (0) 343 227 0843 prior to receiving treatment.

If an item you took on holiday, personal money or your travel documents get lost or stolen you must notify the police as soon as possible and obtain a written report and reference number from them. You also need to report the loss/theft to your tour operator’s representative or hotel/accommodation manager and (if possible) get a written report.

You should wait until you return home to make a claim. Full details on how to make a claim and what supporting documentation you need are also shown in your Insurance Policy.

Click this link to view how to make a claim and/or refer to your Insurance Policy.  

We aim to provide a first class claims service and undertake to respond within 5 working days of receipt of correspondence.

Yes. The security of your personal information and payment details is of utmost importance to us. We use 128-bit encrypted SSL to help keep all of your data safe.

You can pay by debit or credit card. We accept Mastercard and Visa.

Once you have purchased your policy, you will receive an email from Free Spirit with instructions on how to access your policy documents.

If you have not received your email after a few hours, please check your spam email.

Please ensure you have set up an account. If you have not already done this, you can create an account by clicking this link. You will need to provide your first name and last name, date of birth and email in order to activate your account.

The details you enter will then be matched to those given when obtaining a quote and purchasing your policy online.

Yes, you should take a copy of your Schedule of Insurance and Insurance Policy and carry them with you during your trip.

The Insurance Policy includes important telephone numbers including the 24-hour medical emergency service that is available for assistance, making arrangements for hospital admission, repatriation and authorisation of medical expenses as well as full details of the cover provided and what to do in the event of a claim.

If, within 14 days of purchasing a policy, you decide that it is not suitable, you can cancel the policy for a full refund.

However, if more than 14 days have elapsed, refer to the guidelines below in respect of single trip and annual multi-trip policies.

Single trip policies

If you cancel after the 14-day period has elapsed you will receive a partial refund of the premium. This is calculated by deducting of 30% of the full premium in respect of the cancellation cover you have received.

Annual Multi-trip policies

Upon cancelling your policy you will receive a refund of a proportion of the premium, as shown in the table below:

Any policy where travel has already taken place or a claim has been made will not be eligible for refund. Once refunded, no future claims can be made against the policy.