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.

If I have a stop-over in an area which the FCDO 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 Coach Operator to change your travel plans to move on to the next part of your itinerary.

If you arrive at your destination and entry is denied due to the virus you should contact your Coach Operator 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?

On a Single trip policy, 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.

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.
Who are the Insurers?
Coach Plus Insurance is arranged by P J Hayman & Company Limited, and insured by and underwritten by AWP P&C SA and is administered in the United Kingdom by Allianz Assistance.

Allianz Assistance is a trading name of AWP Assistance UK Ltd. AWP Assistance UK Ltd is registered in England No. 1710361. Registered Office PO Box 74005, 60 Gracechurch Street, London EC3P 3DS. AWP Assistance UK Ltd are authorised and regulated by the Financial Conduct Authority (FCA).

AWP P&C SA is authorised and regulated by L’Autorité de Contrôle Prudentiel et de Résolution in France. Deemed authorised by the Prudential Regulation Authority (PRA). Subject to regulation by the FCA and limited regulation by the PRA. Details of the Temporary Permissions Regime, which allows EEA-based firms to operate in the UK for a limited period while seeking full authorisation, are available on the FCA’s website.

P J Hayman & Company Limited and Travel Insurance Facilities plc are authorised and regulated by the Financial Conduct Authority. This can be checked by visiting www.fca.org.uk/ or by calling 0800 111 6768 or 0300 500 8082.

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)?

If you already have a valid EHIC, it will continue to entitle you to reduced-cost, sometimes free, medical treatment that becomes necessary while you are in a European Economic Area (EEA) country or Switzerland. The EEA consists of the European Union (EU) countries plus Iceland, Liechtenstein and Norway. Cover will end on the expiry date of your EHIC.

If you do not have a valid EHIC or it is due to expire before you travel, you can apply for a GHIC. This entitles you to reduced-cost, sometimes free, medical treatment that becomes necessary while you are in a European Union (EU) country. You may apply for an GHIC online at www.ghic.org.uk or by calling 0300 330 1350.

These cards give 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.

Note: The EHIC /GHIC do not cover the cost of medical treatment in a private hospital or clinic, the additional cost of returning to your home country or for a relative to stay or fly out to be with you. In a medical emergency you may have no control over the hospital you are taken to and the closest hospital may be private.

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 conditions relating to your health. You must refer to the Health Declaration & Health Exclusions section of your Insurance Policy.
Can I cancel my insurance, if I no longer require it?
If your cover does not meet your requirements, please notify us 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.

                                       

Single Trip

What is the maximum duration?
The maximum duration of any individual trip is 70 days.

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) 20 8603 9856 – Outside your home country
Tel. 0208 603 9856 – Within your home country

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

Making A Claim

How do I make a claim?
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.