FAQs

FREQUENTLY ASKED QUESTIONS

We’ve put together some commonly asked questions to give you more information about Coach Plus Insurance and the cover we offer.If you have a question that is not answered below please use the contact us page.

General

Can I extend my cover if I am currently on a trip?

Unfortunately, if you are on a trip and want to extend your cover we will be unable to do so. The policy will expire at the originally agreed date. The only exception to this is if you need to extend your policy following a change in travel plans as a result of the airline reduction and border closures.

In which case, you may extend the policy if:

  • it hasn’t expired
  • no claims have been made or are to be submitted,
  • there has been no change in medical conditions, up to 7 days.

However, only a maximum of 7 days will be granted and no further extension will be given. If you have a valid insurance claim the usual criteria applies, with regards to your insurance extended as part of the assistance case or travel delay after checking in baggage.

Transfer of trips

On a single trip policy, if you have had your trip dates moved and you are not making a claim, then you may transfer the insurance to the new trip dates.

If however there is a change of destination or additional duration then you will be charged the appropriate AP. If your health has changed you may need to rescreen or reconsider cover. Additionally, your new trip cannot be within 90 days from 20th March 2019.

If I have a stop-over in an area which the FCO advices against travel to, am I still covered?

We would suggest that if you have not started that part of your journey you contact your airline to change your travel plans to move on to the next part of your itinerary.

If you arrive at your stop-over airport and entry is denied due to the virus you should contact your airline to change your travel plans to move on to the next part of your itinerary.

Can my policy be changed to suit a ‘new/different’ holiday or trip?

If you are offered an alternative destination and or dates from your travel agent, we will shift your insurance policy to fit the new trip without any administration charges, providing the new trip is for the same duration and to the same location or geographical area. Please call the customer service team on the number listed in your policy wording.

What can I do with my policy if I am no longer travelling and have received a refund for my holiday?

In the event that you are unable to move the trip to an alternative destination, and are offered a refund from your travel agent or tour operator, we are happy to offer a refund of 50% of the total premium paid or Single trip policies. For Annual multi-trip policies, we can also provide a proportionate refund of 5% for each full remaining month left on cover. Refunds are provided on the understanding that there have been no claims made or intending to be made.

Who is eligible for Coach Plus travel insurance?
Coach Plus travel insurance is available to persons residing in the United Kingdom or the Channel Islands and who are registered with a doctor in the UK or the Channel Islands.
Is there an age limit?
There is no age limit. However, you must be aged 74 years or under if you intend to participate in any winter sports activity
Who are the Insurers?
Coach Plus travel insurance is underwritten by URV, Branch Office of Union Reiseversicherung AG for the United Kingdom and the Republic of Ireland.
How do I know what I'm covered for?
Please read the Insurance Policy for details of the cover.
Do I need a European Health Insurance Card (EHIC)?
The EHIC allows you to access state-provided healthcare in all European Economic Area (EEA) countries and Switzerland at a reduced cost and in many cases free of charge. This is provided you are a UK resident (please note if you reside in the Isle of Man or the Channel Islands you are not eligible for an EHIC).

You must carry it with you when travelling abroad. Remember to check your EHIC is still valid before you travel. Applying on www.ehic.org.uk for the card is free and it is valid for up to five years.

If your EHIC is accepted whilst obtaining medical treatment abroad your policy excess will be reduced to NIL. 

Can you resend my policy to me?
Yes. Please send us a message with your policy number (if known), the lead name and the address (for verification) and we will then resend the policy.
Can I get travel insurance if I have an existing medical condition?
Coach Plus Insurance contains exclusions relating to your health and to that of other insured persons on the policy. You must refer to the ‘Important – Medical Conditions’ section of your Insurance Policy.

Single Trip

What is the maximum duration?
The maximum duration of any individual trip is 31 days.

Policy Options

Can I delete the policy excess?
For a single additional premium, you can have the claims excess deleted. This is referred to as ‘Excess Waiver’ and is available as an option during the quote process.

Medical Assistance

Do you have a 24-hour Medical Emergency Assistance Service?
Coach Plus Insurance has a 24 hour emergency medical assistance service.

Tel. +44 (0) 2079 027 996 – Outside your home country
Tel. 02079 027 996 – Within your home country

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

Making A Claim

How do I make a claim?
Click here for details.
Full details of what you need to do to make a claim are also shown in your Insurance Policy.
How quickly will you settle my claim?
We aim to provide a first class claims service and respond within 10 working days of receipt of correspondence.

Buying Online

How can I pay for my policy?
You can pay by debit or credit card. We accept Mastercard and Visa.
How will I receive my travel insurance policy documents?
Your policy schedule and policy documents are delivered to the email address you provide.
Do I need to take my policy documents with me?
Yes you should print a copy of your Schedule and Policy Documents and carry them with you.

The Policy Document includes important telephone numbers including the Medical Emergency Assistance Service that is available to you 24 hours a day, 365 days a year for advice, assistance, making arrangements for hospital admission, repatriation and authorisation of medical expenses.

Can I get my money back if I want to cancel?
If you are not completely satisfied with the cover provided you may return your policy to us within 14 days on receipt of your policy documents, provided that you have not already travelled and are not making a claim.