FAQ's Travel insurance
Need more info about your travel insurance? Check out the info below. We've got answers to the most commonly asked questions, we've split them out into four handy sections so simply click on the section most relevant to the information that you need!
1. Before you book | 2. After you book (but before you travel) | 3. While you are travelling | 4. After you get back
After you book (but before you travel)
Amendment, Cancellation, DocumentationAfter you book (but before you travel)
| Amendments |
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| 1. How do I change my dates of insurance cover? |
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Answer: You can change the start date or duration of the policy at any time up until the commencement date of the original policy. If the duration of travel is longer than the original an extra premium will apply. If you bought your policy in a branch, please contact your original consultant – their details will be at the top of your receipt. If you bought your policy either via Telesales or on our website, please call us on 0800 474 400. |
| 2. I’ve moved house. Do I need to change the address on my insurance policy? |
| Answer: No, you do not need to change the address. But please remember to quote your new address for correspondence if you need to make a claim. |
| Cancellation |
| 1. How do I cancel my insurance cover? |
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Answer: If you want to cancel your policy, you can do so up to 15 working days after the date of issue and will receive a full refund. A policy cannot be cancelled if a claim has been made, or is intended to be made. |
| Documentation |
| 1. What insurance documents will I get and how will I receive them? |
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Answer: You will receive a receipt at the time of purchase. This will be a paper document if you booked in a branch or an email document if you booked on the telephone or on our website. If you have given your travel adviser a valid email address at the time of sale, we will email all your insurance documentation to you within 24 hours. You will get your schedule of cover, policy summary and full details of the relevant policy wording. If you booked online you should have read and printed your policy summary and full details of the relevant policy wording before finalising your purchase. Your schedule of cover will be emailed to you as soon as you have completed the transaction. If you do not have an email address, we will post all your documentation to you within two working days. |
| 2. What do I do if I don’t receive my insurance documents? |
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Answer: If you provided your travel adviser with a valid email address when you made your travel insurance purchase and have not received an e-copy of your documents within 24 hours of purchase, please contact your local branch, or if purchased via Telesales or online contact us on 0800 474 400. We will check your details and re-email your documents. If you do not have an email address and have not received your documents in the post within two working days of purchase, again please contact your local branch or if purchased via Telesales or online contact us on 0800 474 400 and we will post you another copy. |
| 3. What do I do if I can’t read the email containing my insurance documents? |
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Answer: Occasionally, the documentation attached to the email may not be successfully received by your email provider and will appear in an unreadable format. STA Travel is automatically notified when this happens and will attempt to re-email the information within 24 hours. If you do not receive a second, readable email within this time then please contact your local branch or if purchased via telesales or online contact us on 0800 474 400. |
| 4. How do I know what my insurance covers me for? |
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Answer: For full details of our Options and Essentials policies, check out the travel insurance section of our website. For full details of our Options and Essentials travel insurance policies which can be purchased through any one of our branches, please contact you nearest STA Travel branch or call us on 0800 474 400. |
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