frequently asked questions

unfortunately, other than members of the British Forces Posted Overseas (BFPO), we can only offer travel insurance to residents of the United Kingdom, Channel Islands and the Isle of Man. what’s important here is your country of residence rather than your nationality. if you are a non-UK citizen resident in the United Kingdom or the Channel Islands with a UK address and have not spent more than six months out of the UK during the year before the policy is issued then you can be covered by any of the providers on albert & eddie.

this differs based on the provider you choose when presented with the best products for you.
general rule of thumb is on single trip policies, anyone up to 115 years old can get cover, depending on the duration and the country you are travelling to.
if in doubt, please check the policy wordings for the relevant brand.

when you purchase any of the policies on albert & eddie you will automatically have a 15% discount on your quote.

depending on the policy you buy, kids can go free on some, and couples and families have a discounted quote

during the quote process, there is a section to enter your code

a couple is defined as having lived permanently together, in a relationship, at the same address for at least 6 months.

yes, you can travel on your own, although any children under the age of 18 will only be insured if they are with one of the adults on the same policy.

please use the address of the lead person on the policy

single trip policies are to cover you for one trip away and multi trip policies, are covering you for unlimited holidays within the 12 month period.

all trips must start and end in the UK, and your policy must be purchased before you leave (even if you get it at the airport!).
you can, however, buy a policy for a future trip whilst you are away providing that trip starts and ends in the UK.

an existing medical condition means any serious or recurring medical condition which has already been diagnosed, investigated or treated in any way, at any time before you travel, even if this condition is currently considered to be stable and under control.
you can let us know about any existing medical conditions by contacting our customer service team.

here are some questions that you might be asked by an underwriter if you were to claim:
1. have you, or anyone travelling with you ever had treatment for:

• any heart or circulatory condition?
• a stroke or high blood pressure?
• any type of cancer?
• any type of diabetes?
• any type of irritable bowel disease (such as Crohn’s, or diverticulitis)?
• a breathing condition (including asthma)?

2. in the last 2 years – have you, or anyone who is travelling with you, been treated for any serious or re-occurring medical condition, asked to take regular prescribed medication, or referred to a specialist or consultant at a hospital for tests, diagnosis or treatment?

3. are you waiting for tests, test results or treatment of any description?

4. has your doctor changed your regular prescribed medication in the last 3 months?

if you answered “yes” to any of the questions above, you must let us know. we may be able to offer cover for your medical condition, although there may be an increased cost or policy excess applied.
in order for us to consider your medical condition please contact our customer services team.

if your answers are “no” when you buy your insurance but change to “yes” before you go on holiday, you will need to contact our customer services team to make sure that you are fully covered.

we can usually help most people with an existing medical condition but you will need to tell us before you buy your policy otherwise you will not be covered by any claim relating to your known pre-existing condition.
when you are getting a quote, we will ask you questions relating to the condition to confirm your cover.
if you need some more information or clarification please contact us.

as long as you are fit to travel (your midwife/GP will be able to confirm this for you) then we don’t need to know.
if you do have any medical conditions due to the pregnancy, we might need to know about these, but if you aren’t sure, just ask us!

contact the emergency medical assistance team as stated on your policy documents. their job is to help you and liaise with the treating doctors where appropriate. if you have to make any payments relating to sickness overseas remember to hold onto all the receipts as you’ll need these when making a claim.

the specific scenarios that your policy will cover you for if you are not able to go on your trip will be outlined in your policy wording.

as soon as you know that you have to cancel your travel plans, you must let your tour operator/booking agent know immediately as cancellation charges can change depending on how close the cancellation is to your travel date.

curtailment (coming home early) is covered if you have to return home because of unforeseen circumstances. cover is limited to certain circumstances specified in your policy and you should check the policy’s fine detail to make sure your policy has the right level of cover.
if you need to curtail or cut short your trip you must contact the emergency medical assistance team before you make any plans.
their contact details are shown in your policy documents.

Insurance Premium Tax (or IPT) is a mandatory tax set by the government (currently 20% on travel insurance) applied to the selling price of all travel insurance policies. like VAT you have no option but to pay IPT and as such our quotes already include it. however, IPT is unlike VAT as you cannot reclaim it if your purchase is a business purchase.

an excess is the first amount you will have to pay if you have to make a claim. for example, if your claims settlement figure is £500 and the excess is £75 your payment would be £425.00
an excess is applied per person, per incident and per section under which the claim is made.

with any insurance, you should always act as though you have no insurance at all and take all measures to protect your property and yourself.

please contact us and we can help you

don’t worry! simply send us an email at hello@albertandeddie.co.uk including your surname and the date that you purchased your policy and we’ll resend your policy by email.

we’re sorry to hear you need to make a claim!

who you contact will depend on the reason you are claiming, please click here for more information.

Yes, all our policies carry a cooling off period of up to 14 days after purchase as long as you have not yet travelled or have made or are looking to make a claim

If you have a complaint regarding the sales literature, the way in which your policy was sold to you, the Medical Screening Service or regarding information about your policy, please contact:
Complaints Manager DOGTAG Complaints 1 Tower View Kings Hill Kent ME19 4UY
Email: complaints@tifgroup.co.uk
Telephone: 0333 005 1086
Opening Hours: 9am – 5pm Monday – Friday
If your complaint relates to a claim or assistance you received whilst travelling, please contact:
Quality Department Collinson Insurance Services Limited Sussex House Perrymount Road Haywards Heath West Sussex RH16 1DN
Email: complaints@collinsoninsurance.comTelephone: 0333 333 9702
If your complaint relates to the end supplier sections of cover or claims, please contact:
End Supplier Complaints (IPP) Compliance Officer Liberty Mutual Insurance Europe SE, 20 Fenchurch Street, London, EC3M 3AW. Email: complaints@libertyglobalgroup.comTelephone: +44 (0) 203 758 0840
However, should you remain dissatisfied, you have the right to ask the Financial Ombudsman Service to review your case. You should write to the Financial Ombudsman Service, Exchange Tower, London, E14 9SR, telephone 0800 023 4567 or email complaint.info@financial-ombudsman.org.uk. You can visit their site at www.financial-ombudsman.org.uk.