Frequently asked questions
Below are some commonly asked questions. If you have a question that is not answered below then please use the Contact Us page.
What is Factor 50 Travel Insurance?
Factor 50 Travel Insurance is a complete travel insurance policy especially designed for families providing FREE cover for accompanying related children under ‘Family cover’. (Children must be under 18 years 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).
Factor 50 Travel Insurance offers Single Trip and Annual Multi-trip policies and is backed by a first class claims and emergency medical assistance service. ^top
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Who’s who?
Factor 50 Travel Insurance is arranged on behalf of Barnardo Enterprises by PJ Hayman & Company Limited. Barnardo Social Enterprise Limited are an Introducer Appointed Representative of Crispin Speers and Partners Limited.
Factor 50 Travel Insurance is underwritten by ELVIA Travel Insurance International N.V. (Netherlands) and is administered in the UK by Mondial Assistance (UK) Ltd for Sections 1 to 11 and 14 only and underwritten by IGI Insurance Company Limited for Sections 12 and 13 only.
P J Hayman & Company Limited is an appointed representative of Crispin Speers & Partners Limited. Crispin Speers & Partners Limited, Mondial Assistance (UK) Limited and IGI Insurance Company Limited are authorised and regulated by the Financial Services Authority (FSA). ELVIA Travel Insurance International N.V. (Netherlands) is authorised by De Nederlandsche Bank (DNB) in the Netherlands and regulated by the Financial Services Authority for the conduct of UK business. ^top
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Who is eligible for Factor 50 Travel Insurance?
Factor 50 Travel Insurance is available to any person who is resident in the UK and who is registered with a General Practitioner in the UK. ^top
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What is the age limit for Factor 50 Travel Insurance?
For both Single Trip and Annual Multi-trip the age limit is 74 years.
If you or any person to be insured are aged 75 or over, P J Hayman & Company Ltd can offer you an alternative product - Travel Plus. The age limit under Travel Plus is 85 for Single Trip cover, and 79 years for Annual Multi-trip cover.
For a Travel Plus quotation, please contact us on 0845 260 1587. ^top
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What is the maximum trip duration for Factor 50 Travel Insurance policies?
Single Trip can provide cover for individual trips up to a maximum of 94 days. Annual Multi-trip covers you for an unlimited number of leisure trips throughout the year with a maximum duration of 31 days per trip. ^ top
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Does Factor 50 Travel Insurance cover holidays taken in the UK?
Yes, but please note that under the Annual Multi-trip policy, trips within the UK must be for at least one night and have pre booked travel and accommodation, or be more than 25 miles from your home (unless it involves a sea crossing). ^ top
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How do I know what I'm covered for?
To check the cover available under Factor 50 Travel Insurance, please check the Policy Summary (PDF) (Keyfacts) and specimen Policy Wording (PDF) .
Factor 50 Travel Insurance provides a 24-hour Emergency Medical Assistance service. If medically necessary, the Emergency Medical Assistance service can arrange admission to hospital, ambulance transfers and air repatriation to the UK.
IMPORTANT: Terms, conditions and exclusions apply to this insurance - please refer to the Policy Wording for details. ^top
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Can I buy Factor 50 Travel Insurance if I have an existing medical condition?
Factor 50 Travel Insurance contains conditions relating to your health and to that of other insured persons on the policy. You must refer to the Medical Declaration and Health Exclusions on pages 7 and 8 of the Policy Wording.
IMPORTANT: If as a result of your pre-existing medical condition we are unable to provide cover under Factor 50 Travel Insurance, we may offer you an alternative product – Free Spirit. Free Spirit is a specialist scheme for people with pre-existing medical conditions and in most cases will be able to provide cover for your pre-existing medical condition. ^top
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Are children covered?
If "Family" or "Single Parent Family" cover is selected, related accompanying children (including foster children) under 18 years at the date of commencing the trip (or under 23 years if still in full time education and resident with an insured adult) can be covered FREE OF CHARGE.
NOTE: Children will only be covered under the Family Policy if travelling with an insured adult. ^top
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Am I covered for winter sports holidays?
Factor 50 Travel Insurance provides Winter Sports cover as an optional cover. On payment of an additional premium, you will be covered for winter sports. ^top
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Am I covered for all skiing activities under Winter Sports cover?
Factor 50 Travel Insurance covers skiing in recognised areas (including off-piste provided you are not skiing against local recommendations or where avalanche warnings have been given), ice skating, mono skiing, sledging, snow boarding and tobogganing.
There is no cover for: military championships or competitions other than amateur ski school events, heli skiing, ski jumping, ice hockey, the use of skeletons or bobsleighs, ski or ski bob racing in International and National events and officially organised practice or training for these events.
IMPORTANT: If cover is required for high-risk activities, please contact us on 0845 260 1587 for details of an alternative product - Adventures. ^top
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Can I delete cover that is not required for a reduced premium?
Yes. You can choose to delete Personal Possessions cover for a 10% premium discount. It is advisable to check whether you have ‘Away from Home’ cover under your household policy. ^top
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Am I covered for hazardous activities?
Factor 50 Travel Insurance includes a wide range of activities that are automatically included at standard rates. Please click here for a list of acceptable activities
IMPORTANT: If you are going to take part in hazardous activities not shown in the list please contact us on 0845 260 1587 for details of an alternative policy – Adventures. ^top
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Am I covered for events caused by terrorism?
Factor 50 Travel Insurance does not cover claims resulting from terrorism, except under the Medical & Other Expenses, Personal Possessions and Personal Accident sections of the policy and cover will only apply where this occurs during the period of your holiday. Cover under this section will not apply if you are travelling against the advice of the Foreign & Commonwealth Office. ^top
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Do you have a 24-hour Emergency Medical Assistance service?
Yes, Factor 50 Travel Insurance has a 24-hour emergency medical assistance service provided by Mondial Assistance. In the event of a medical emergency you should contact the Emergency Medical Assistance service, who provide access to multi-lingual co-ordinators and medical specialists 24 hours per day, 365 days per year. Full details of the service they provide and how to contact them can be found on page 18 of the Policy Wording. ^top
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How do I get medical assistance when I'm away?
For emergency medical assistance while you are away, telephone the 24-hour Emergency Medical Assistance service (provided by Mondial Assistance). Full details are shown on page 18 of the Policy Wording.
If medically necessary in an emergency, admission to hospital, ambulance transfers and repatriation can be arranged ^top
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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 your treatment is expensive (i.e. outpatient costs over £250) or you are admitted as an in-patient, Mondial Assistance must be contacted as soon as possible otherwise payment of medical bills cannot be guaranteed. Mondial Assistance can also arrange for those medical expenses covered by the policy to be paid direct to the hospital/clinic. ^top
If a close relative is taken ill when I am on holiday can I return home?
Yes in certain circumstances and providing you have contacted the Emergency Medical Assistance service in advance and they have authorised your return. Full details can be found in the Policy Wording under Section 2 Curtailment on page 10.
NOTE: A close relative is defined as: Mother, father, sister, brother, wife, husband, partner (including common law and civil partnerships), son, daughter (including fostered/adopted son or daughter), grandparent, grandchild, parent-in-law, son-in-law, daughter-in-law, sister-in-law, brother-in-law, step-parent, step-child, stepbrother, step-sister, cousin, niece, nephew, aunt, uncle or legal guardian. ^top
How can I pay?
You can pay online using a Visa, MasterCard, Switch/Maestro or Delta card. ^top
How is my policy delivered?
Your policy is delivered via your email address. ^top
I have booked my travel insurance policy on the Internet, but cannot download my policy documents, what do I do?
Please contact us on 0845 260 1587 requesting a policy wording to be printed and sent to you via the post. If you would prefer to email us, please ensure you quote your policy number and date you purchased the policy in your email request. ^top
Do you offer a Money Back Guarantee?
Factor 50 Travel Insurance includes ‘cancellation rights’. If your cover does not meet your requirements, please notify P J Hayman & Company Limited on 0845 260 1587 within 14 days of receiving your Policy Schedule and 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. ^top
Do I need a European Health Insurance Card (EHIC)?
A EHIC (which is the replacement for the E111) entitles you to reduced-cost, sometimes free, medical treatment that becomes necessary while you are in a European Economic Union (EEA) country or Switzerland. The EEA consists of the European Union (EU) countries plus Iceland, Liechtenstein and Norway. The card gives access to state-provided medical treatment only. Remember, this might not cover all the things you would expect to get free of charge from the NHS in the UK. You may have to make a contribution to the cost of your care. You may apply for an EHIC online at: www.dh.gov.uk/travellers or by calling 0845 606 2030. Application forms are also available from the Post Office.
Please note: if you use the EHIC to reduce your medical claim, the standard policy excess will not apply.
If you do not have an EHIC this will not affect the validity of your Factor 50 policy.
An EHIC is no substitute for comprehensive insurance cover. ^top
How do I make a claim?
Full details of what you need to do to make a claim are shown on page 19 of your Policy Wording. ^top
Last update: 22/08/2007