Frequently Asked Questions (FAQ)
Below are some commonly asked questions. If you have a question that is not answered below then please use the Contact Us page.
Why have you designed Free Spirit?
Many Travel Insurers will not provide cover for existing medical conditions and those that do may impose terms that are either onerous or unacceptable. We have designed Free Spirit to solve this problem, and in the vast majority of cases we are able to provide cover for existing medical conditions.
Who are the Insurers?
Free Spirit Travel Insurance is underwritten by AXA Insurance UK plc except for Financial Failure cover which is provided by International Passenger Protection Limited and underwritten by a consortium of Association of British Insurers member Companies & Lloyds Syndicates.
AXA Insurance UK plc and International Passenger Protection Limited are authorised and regulated by the Financial Services Authority. This can be checked on the FSA’s register by visiting the FSA’s website at www.fsa.gov.uk/register or by contacting them on 0845 606 1234.Who is eligible for Free Spirit?
Free Spirit is available to all persons who are permanently resident and registered with a medical practitioner in the UK, the Channel Islands or the Isle of Man.
What is the maximum duration for a Single Trip policy?
The maximum duration is 94 days.
What is the age limit for a Single Trip policy?
Free Spirit has no upper age limit for Single Trip cover, although if you are aged 80 years or over you will need to call us on 0845 230 5000 for a quotation.
I am 75 can I take out an Annual Multi-trip policy?
Yes, Free Spirit has no upper age limit for Annual Multi-trip cover.
Note: For those aged 80 years or over you will need to call us on 0845 230 5000 for a quotation.Do you have a 24-hour emergency service?
Yes, the Free Spirit policy has a 24-hour medical emergency and repatriation service provided by:
FREE SPIRIT – EMERGENCY ASSISTANCE SERVICE
Tel. +44 (0) 845 260 1549
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, arrange repatriation and, if required, provide a medical escort.Do you cover one-way trips?
No, Free Spirit only covers round trips that start in and return to the United Kingdom, the Channel Islands or the Isle of Man.
What is an existing medical condition?
A: Any respiratory condition (relating to the lungs or breathing); any heart, circulatory, kidney, liver or cerebral condition (relating to the brain); any stroke or central nervous system disorder; for which you have ever received treatment.
B: Any cancer for which you have received any diagnosis or treatment within the last five years.
C: Any disease, illness or injury for which you have received surgery, in-patient treatment, investigations in a hospital or clinic or have seen a specialist consultant within the last two years.Why do I need cover for my existing medical condition?
Medical costs abroad can be very expensive and without adequate insurance cover you could be left severely out of pocket.
Do all travellers, including those without existing medical conditions, need to be insured on the same policy?
We recommend that all travellers are insured on the same travel insurance policy. Gaps in cover could arise if separate policies are purchased (e.g. some policies will exclude existing medical conditions of persons travelling with you).
I’m taking medication to control my condition; do I still need to declare it?
Yes, the Underwriters 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 all relevant facts are not disclosed.
Are you able to quote and provide cover for a condition that has not yet been diagnosed?
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 condition has been diagnosed.
In 2 week’s time I will have finished my treatment, can I say ‘no’ to the question concerning ongoing treatment?
No, all screening information is a relevant fact of today.
Do you offer a Money Back Guarantee?
Yes; if you are not satisfied with the cover provided you may return your policy to us within 14 days for a full refund, provided that you have not already travelled and are not making a claim.
How do I make a claim?
Full details of what you need to do to make a claim are shown in your Policy Wording .
How quickly will you settle my claim?
We aim to provide a first class claims service and undertake to respond within 5 working days of receipt of correspondence.
Can I increase the Cancellation cover limit?
Yes, the standard limit of £1,000 can be increased to £5,000 per person (subject to an overall maximum of £10,000 per policy) on payment of an additional payment. If you select this option during the online quote process, the additional premium will be automatically included in your premium and the cover increased accordingly.
NOTE: Please check carefully that your Cancellation Sum Insured is sufficient to cover the cost of your holiday.Can we exclude money and baggage from the policy?
The Free Spirit policy does not provide an option to exclude money and baggage cover.
Can I delete the standard policy excess?
The Free Spirit policy has a standard policy excess that applies to some sections of the policy – See Summary of Cover or the Policy Wording for details. It is not possible to delete the excess.
If a close relative who lives in the UK, the Channel Islands or the Isle of Man is taken ill when I am on holiday can I return home?
Yes, providing you have contacted the Assistance Company and they have authorised the repatriation.
Can we have a lower premium and higher excess?
There is no voluntary excess option available under the Free Spirit policy.
Is there any premium discount for being on income support?
There is no discount available.
My parents live abroad can I get cover for them?
No, to qualify for a Free Spirit policy they must be permanently resident and registered with a medical practitioner in the UK, the Channel Islands or the Isle of Man.
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 in-patient, or you require out-patient 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.Can I extend a Single Trip policy from abroad 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 the total trip duration including the extended period not exceeding 94 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.
Are there any underwriting restrictions for taking out an Annual Multi-trip policy?
We are unable to provide Annual Multi-trip cover for anyone who has cancer, leukaemia, unstable angina, anyone on a waiting list for tests or investigation, anyone waiting for an operation, or for certain combinations of medical conditions, destinations etc. Please note, if you apply for an online quote, the system will automatically advise you if you do not qualify for an Annual Multi-trip policy.
Can I extend my Annual Multi-trip policy if I am abroad and want to stay over 31 days?
We are unable to extend the Annual Multi-trip policy. The maximum duration for any single trip is 31 days.
Last updated April 2011
Print Page
