Q - Is it safe to put my personal details online?
A - Yes. Whenever we ask you for personal information, we do so within a secure environment and all details sent between your PC and our web site are encrypted. Why not find out more information about our security?
Q - What if I am concerned about my safety where I’m staying, or in the area I’m planning to visit?
A - Call red24 on +44 (0) 208 351 0046 and they will provide tailored expert advice and information to help you.
As part of the services we provide, you will get SMS messages relating to incidents in any country you are travelling to, provided you register with red24, and tell them where you are going. Find out more about red24.
If you have also bought red24alert, and you are already on your travels, red24 can get a security specialist out to help you.
Q - Who are ACE?
A - The ACE Group of Companies is one of the world’s largest providers of insurance and reinsurance. Since its inception in 1985, ACE has expanded rapidly and now operates in 50 countries around the world. Find out more about ACE
Q - Can I get instant cover and policy documents - I’m travelling today?
A - No problem! As soon as your credit card details have been validated, we will confirm your cover on screen, and to the email address you have provided. You can also choose to get an SMS with cover details to your mobile. Provided you have your policy number, emergency number and claims number, you have all the basic information you need.
Q - When does my cover begin?
A - Your cover begins instantly. That way, if you have already booked some elements of your trip, you will be covered for cancellation from the moment you buy our cover.
Q - What period of cover should I choose?
A - The period of cover you need to choose is from the month your trip starts to the month it ends, NOT from the time your policy starts to the time your trip ends.
Q - Can I insure others travelling with me?
A - We only offer Traveller Insurance on an individual basis. If you are travelling with others, each of you will need to buy an individual policy. This avoids complications that can arise when you insure other people under the same policy.
For example, it is essential that each traveller confirms they are eligible for cover. You may be unaware of any medical conditions a travelling companion may have, or anything else that may affect his or her ability to be fully covered by the policy. We recognise that buying individual policies requires a few more minutes of everyone’s time, but individually assessing the suitability of our policy before leaving will be time well spent by all.
In addition, all claims payable under an insurance policy are payable to the policyholder. If you are not the policyholder, and you need to make a claim, you are entirely dependent on the goodwill of the policyholder to make the claim, and pay you any money owing. That is why we recommend that each person travelling has his or her own policy.
Q - What happens if my flight is delayed beyond the insurance period?
A - If your flight is delayed on your return journey and you do not get back into the country until after your policy has expired, your cover will continue until your airline can get you home.
Q - What if I want to return home for a while during my trip?
A - If you want to return home during your travels - say for the wedding of a close friend, or Christmas with the folks, then our compassionate return cover allows you to do this. You can suspend your cover from the moment you leave to return home, until the moment you resume your original journey. You don’t have to cancel your policy and buy a new one, and you do not need to notify us of any trip home. Please note: you will not be covered for any costs relating to either your return home or you leaving home to resume your trip.
Q - Can I extend my policy?
A - You should buy cover for a period that adequately covers the whole of your planned trip. If you unexpectedly need to extend your trip, you can contact us. You will only be able to extend your trip once, and your total trip duration, including the extension, must be no longer than 13 months. If you are going for longer than 13 months, unfortunately you will not be able to buy a policy from us.
Q - My travel agent wants me to buy insurance from them. What should I do?
A - Make sure you have your policy details, including policy number and policy wording, to hand when booking your trip. Your travel agent is trying to make sure that you are not travelling uninsured, and that you have adequate cover. You simply need to provide them with evidence that you are insured. Our travel insurance meets the benefit levels recommended by the Foreign & Commonwealth Office, and should more that satisfy any criteria demanded by your travel agent.
In addition, we provide benefits tailored to longer trips, such as Search and Rescue Cover, Security information and assistance, and Compassionate Return.
Q - What if I have a medical emergency abroad?
A - You must contact ACE assistance on +44 (0) 20 7173 7798.
Q - Do I have to pay medical expenses and claim them back or will you pay them directly?
A - If it’s a medical emergency and you are admitted to hospital, our emergency assistance service will guarantee the fees of the hospital and attending doctor(s) - so you don’t have to pay. In cases where the expenses are small, you may opt to pay, or be asked to pay, and claim the money back. Please talk to our emergency assistance service, unless the case is very minor, and they will decide what to do.
Q - What should I do if I require medical treatment in Australia or New Zealand?
A - Australia operates a reciprocal health agreement with the UK which requires you to enrol in Medicare to get free public hospital treatment. Medicare is Australia's equivalent of the National Health Service. If you require medical treatment in Australia you must register for treatment with Medicare. If you do not, we may reject your claim or reduce the amount we pay to you.
New Zealand also operates a reciprocal agreement with the UK. As a British passport holder and UK resident, you should ensure that medical treatment in New Zealand is provided under the terms of this agreement. If you do not, we may reject your claim or reduce the amount we pay to you.
Q - I’m "travelling light", and not taking anything valuable. Can I pay a lower premium for travel insurance?
A - Yes, you can choose our budget travel insurance option, which saves you money if you don’t need cover for personal effects, valuables and money.
Q - What types of trip are covered by your Traveller insurance?
A - We cover backpacking and gap year travel, gap placements, work and study abroad.
Q - What if an activity I intend to undertake is not listed?
A - If an activity is not listed we cannot provide cover online. ACE may be able to offer cover over the telephone. If your planned activity is not listed, or you’re not sure from our description if it’s covered, please contact us.
Q - What am I not covered for?
A - We have highlighted what we believe are the most important exclusions in the FAQ’s, Key Facts document, and on the statements we ask you to confirm before you buy our cover. It is not possible for us to list everything you will not be covered for, and we strongly advise you to read the full Policy Wording. Under each section of cover you will find a list of exclusions on the right hand side of the page, and a further list of General Exclusions in Part IV towards the end of the policy wording. These sections must not be read in isolation, but within the context of the full policy wording. If you have any doubts about what is not covered, please contact us.
Q - I have a medical condition, can I be covered?
A - Before you buy a policy, we ask you to confirm that you are NOT
If you can confirm these and the other statements we ask you to confirm, you can buy our cover online.
Q - Will I be covered for terrorist activity?
A - Yes, provided it does not involve nuclear, chemical or biological weapons or agents.
Q - I am 44 but I will be 45 before my trip ends. Can I still buy Traveller Insurance?
A - Yes. Your cover will automatically end when the policy finishes - unfortunately, you won’t be able to extend your cover, or buy another policy.
Q - I am over 44 years old - can I buy your policy?
A - If you are between 45 and 55 years old, you can be covered under ACE Traveller Plus. If you are over 55 years old, ACE is unable to offer you a policy for a trip of more than 30 days.
Q - I am under 18 - can I buy your policy?
A - You can be covered under our Young Traveller Insurance, but your cover must be bought by one of your parents, or a legal guardian, who must be at least 18 years old.
Q - I am pregnant - will I be covered?
A - Yes, provided you are not due to give birth less than 14 weeks after the end of your trip. If your due date is at least 14 weeks after the end of your trip, and you give birth during your trip, your baby will automatically be covered by our policy. If you are due to give birth within 14 weeks of the date your trip ends you cannot be covered by our policy.
Q - What do you mean by the term UK resident?
A - Someone who has been living in England, Scotland, Wales, Northern Ireland, Isle Of Man, or the Channel Islands for at least 3 months prior to the date cover is applied for. Please click here if you are not returning to the UK.
Q - I am British but my partner does not have British citizenship, can we purchase a policy to cover us as a couple?
A - Yes, provided you are both resident in the United Kingdom, Isle of Man or the Channel Islands and your partner is your spouse or a person of either sex with whom you have been living for at least three months as though they were your spouse.
Q - I live overseas. Can I buy travel insurance from you?
A - Only United Kingdom, Isle of Man or the Channel Islands residents can buy insurance from this website. If you are an Irish resident, you can buy our Irish travel insurance products.
Q - I am going to live abroad and am not returning to the United Kingdom, Isle of Man or the Channel Islands. Can I buy your annual travel insurance?
A - Sorry, our policy does not cover single direction trips or non-United Kingdom, Isle of Man or the Channel Islands residents. Trips must begin and end in the United Kingdom, Isle of Man or the Channel Islands and you must be resident here.
Q - I am starting my journey from another country, but returning to the United Kingdom, Isle of Man or the Channel Islands. Will your policy cover me?
A - Sorry, trips must begin and end in the United Kingdom, Isle of Man or the Channel Islands.
Q - Can I buy this policy to cover a business related trip?
A - No, ACE Holiday Travel insurance does not cover any business related trips. You may, however, buy our specific business trip cover from business trip cover.
Q - How can I pay?
A - You may pay online using a valid credit card or debit card. Alternatively you can contact us to purchase by telephone. You will still need a valid credit or debit card to buy over the phone.
Q - How can I make a complaint?
A - We operate a comprehensive complaints procedure.