travel insurance helpful information guide for agape volunteers
0845 519 8469 www.agape-volunteers.com
info@agape-volunteers.com
Travel Insurance: Helpful Information Guide For Agape Volunteers
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Agape Volunteers Policy The Agape policy is designed for individuals; it can be used by both UK and International individuals. These tables below display the maximum amounts which are payable under each section: Cover
Essential £5,000,000
Medical Exposure to Biological Fluids Needle Stick (HIV Compensation) Cancellation or Curtailment
£5,000 £10,000 £5,000
Missed Departure and delayed arrival
£250
Delayed Departure
£100
Personal Effects
£2,000
(Single Article Limit)
£200
(Valuables)
£250
Medical Equipment
£2,000
Personal Money
£200
Loss of Passport
£250
Personal Liability
£1,000,000
Legal Expenses
£10,000
Personal Accident
£15,000
Cancellation and curtailment cover, in the unlikely event that you have to cut short or cancel your trip Cover for emergency medical treatment, hospitalisation and repatriation home 24-hour medical emergency assistance Personal liability cover will offer protection if you are held responsible for injuring someone or damaging their property Replacement of your personal possessions, money and travel documents such as passports. The highlighted boxes are cover that is bespoke to Agape
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Key Benefits & Exclusions Key Benefits: Agape and Endsleigh have worked together to provide a bespoke policy tailored to individuals. You can enjoy peace of mind knowing that Endsleigh, the provider of the Policy, has been insuring students for over 45 years and has a reputation as one of the premier providers of insurance for students. Endsleigh are the only provider to be recommended by the NUS (National Union of Students), The policy is applicable for UK and Non UK residents. Needle Stick cover is included without an additional load Cover is included in the standard policy for over 90 sports and activities (full details are available in your policy document on page 10). Principal Exclusions: The first ÂŁ50 of each and every claim per incident claimed for by each insured person. Any circumstances known prior to booking the trip that could reasonably be expected to give rise to a claim. Treatment or surgery which, in the opinion of the medical practitioner in attendance, can wait until your return home. Medication, which prior to departure is known to be required. Valuables left unattended at any time unless in a safety deposit box or in your locked accommodation. Baggage contained in an unattended motor vehicle between 9 p.m. and 9 a.m. or; between 9 a.m. and 9 p.m. unless it is in a locked boot, locked glove box or covered from view in a locked car. Personal money or your passport left unattended at any time unless in a hotel safe, safety deposit box or in your locked accommodation.
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Eligibility Information Declarations relating to Eligibility By opting to take the insurance you have agreed that you have read and accepted the following statement to confirm eligibility: Age Restrictions This policy is not available to anyone aged 55 or over. Important Conditions Relating to Health By opting to take the insurance you have agreed that you have read and accepted the important conditions relating to health in order to have the full protection of your policy. Failure to comply with these conditions may jeopardise your claim or cover. It is a condition of this policy that you will not be covered for any claims arising directly or indirectly from: A. At the time of taking out this policy: 1. Any medical condition you or anyone named on the policy have or have had for which: a) symptoms or diagnosis has occurred within the last 12 months or b) there has been a change in treatment (including medication, dosage, surgery, tests, investigations or diet) in the last 12 months. 2. Any medical condition where you, anyone named on the policy, a close relative or a close business associate: a) are waiting for an operation, hospital consultation (other than for regular checkups), or other hospital treatment or investigation. b) have, within the last 6 months, been seen by a specialist (other than for regular checkups), had an operation or other hospital treatment or investigation. c) have received a terminal prognosis. d) have not had a diagnosis. 3.
Any circumstances you are aware of that could reasonably be expected to give rise to a claim on this policy.
B. At any time: 1. Any medical condition you or anyone named on the policy have in respect of which you are travelling against medical advice or for which you are travelling to obtain medical treatment abroad. 2. Any medical condition for which you or anyone named on the policy are not taking the recommended treatment or prescribed medication as directed by a medical practitioner. 3. Travel against any health requirements stipulated by the carrier, their handling agents or other Public Transport provide If you are unsure if cover is available to you / traveller then please email: travelagencyteam@endsleigh.co.uk If you are unable to agree to the above statements with regard to eligibility and health please contact your Representative directly to cancel your policy.
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Frequently Asked Questions Listed below are some of the most frequently asked questions about the insurance cover. We recommend that you read this information carefully to ensure that you are entirely satisfied with the cover. 1. Do I need insurance? Our customer‟s safety is our primary concern so full medical insurance is included for all travellers. Furthermore, having insurance will offer peace of mind to both you and your family before starting out on your trip. 2. What does the insurance cover? For a summary of the cover provided by the insurance policy, please refer to the „summary of cover‟ above. The insurance will cover the majority of unforeseen events and conditions that would affect the traveller‟s health, finances or long-term well-being. 3. Is there anything the insurance does not cover? Yes, as with all insurance policies there are a number of general exclusions listed in the policy under „general exclusions‟ which should be read carefully. Please note that additionally the first £50 of any claim made will be borne by the student. It is the traveller‟s responsibility to read and ensure that they understand the policy. 4. What should you do in case of a student emergency? See below entitled “how to make a claim.” 5. How to make a claim? All medical claims are handled by AXA Assistance who operate a 24/7 operation for medical emergencies - 0845 271 4472 or 0203 0609 671 (if the 0845 is not accepted) All non medical claims are handled by Endsleigh under a delegated authority – telephone number 0844 472 2502 Alternatively: Email: travel.claims@endsleigh.co.uk or Web: www.endsleigh.co.uk/claims 6. If I need to make a claim, when should I make it? Claims should be made as soon as possible after the date of the incident for which you are claiming. Claims must be made within 28 days of the incident. 7. What should I do if my baggage, money, passport or travel documents are lost, stolen or damaged? You must report to the local Police within 24 hours of discovery and obtain a written report of the loss, theft or attempted theft. If items are lost, stolen or damaged while in the care of a carrier, transport company, authority or hotel, your traveller‟s must report the details to them in writing and obtain written confirmation. If items are lost, stolen or damaged whilst in the care of an airline your student must obtain a Property Irregularity Report from the airline.
Page 6 of 10 Give formal written notice of the claim to the airline within the time limit contained in their conditions of carriage (please retain a copy). Retain all travel tickets and tags to submit to us. Please keep receipts for items as these will help your traveller to substantiate their claim. 8. What would your traveller need to do in the event of a travel delay? You must obtain confirmation from the airline, train, coach or ferry company (or their handling agents) in writing of the number of hours of delay and the reason for the delay. Please contact us as soon as possible preferably by phone and our trained claims staff will be happy to help you. 9. Who will deal with an insurance claim once it has been reported? We realise that when a claim is made it is a very stressful time for you. A dedicated team of travel claim handlers will make your claim as stress free as possible and help to answer any questions you may have. 10. Can the Agape staff assist me with making claims and in emergencies? All claims must be made by telephoning either of the numbers above in section entitled “how to make a claim,� depending upon the nature of the claim, staff can help make this call if required. 11. Is there a refund if I do not make a claim within the period of insurance coverage? There are no refunds even if there are no claims made within the period of coverage. 12. What is the period of coverage? Cover for expenses owing to cancellation will start from the time all insurance fees have been paid in full. All other cover will start from the period of the first leg of any flight journey to your location. 13. What type of activities would I be covered for while I am abroad? Over 90 sports and activities are automatically included for no additional charge and most are covered in full however often you undertake them during your trip. These are listed on page 10 of your policy, 14. Am I covered for taking part in amateur competitions? (such as football tournament?) Unless otherwise stated, cover is available for amateur sports competitions. 15. When can a policy be cancelled and a refund issued? A policy can be cancelled at any point from the date of issue to the start date of the policy and you will receive a refund. We will return a proportionate refund of the premium you have paid in respect of the unexpired term of this policy unless you have travelled or a claim or an incident likely to give rise to a claim has occurred during the current period of Insurance. In the event you have travelled or a claim or an incident likely to give rise to a claim has occurred, no refund of premium will be given. 16. Can a policy be cancelled after the start date? The policy can be cancelled at any time, after the start date has passed providing a claim or an incident likely to give rise to a claim has not occurred during the Period of Insurance. In these instances we would cancel the policy but we would NOT issue any refund on the policy as full cover will have been in place. The student will also have to pay a cancellation fee.
Page 7 of 10 17. If the policy is cancelled within 14 days of issue, will I get a refund? Yes, the student has the right to change their mind. You may cancel your policy and all associated cover sections within 14 days starting from the start day of the insurance. This is the date the policy is issued, not the date that it starts. 18. If I cancel after 14 days or more, will I get a refund?? Yes, we will return a proportionate refund of the premium you have paid in respect of the unexpired term of this policy unless the customer has travelled or a claim or an incident likely to give rise to a claim has occurred during the current Period of Insurance. (Please note, the cancellation section of your policy commences on the day your policy is issued to cover you for any cancellations, therefore if you cancel, you will be charged for the period between issue date and travel date). In the event you have travelled or a claim or an incident likely to give rise to a claim has occurred, no refund of premium will be given. 19. What is an adjustment and when is it required? An adjustment is when the customer requires details within their contract of insurance to be changed. This could include changing the intake date, duration or increasing the cover levels. In order to make adjustment to your policy please contact your agent or your school representative as soon as you know this might happen. With the new changes we will then process the change and inform you of the additional premium/refund. 20. Am I covered if I have a medical condition? Please refer to page 6 above Eligibility Information for details on pre existing medical conditions. 21. What happens if my medical condition changes after I have purchase the policy? When do I need to tell someone, who do I phone? If your medical condition changes after you have purchased the policy you do not need to notify Endsleigh of the change, however you can claim on the insurance for cancellation reasons if a doctor has advised you not to travel. 22. Why does Agape use this policy over other insurance policies? Endsleigh, the provider of the policy, has been insuring students for over 45 years. They have a reputation in the UK as being one of the premier providers of insurance for students which comes from being able to draw on that wealth of experience.
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Cancellation / Adjustments Cancellation If a traveller needs a policy cancelling then Agape need to email travelagencyteam@endsleigh.co.uk ASAP with: Traveller details – policy number, full name, dob Reason for the cancellation Support will pick this up and advise the agent of the refund due. Please note Agape must not remove the traveller from the declaration. Adjustment If a traveller needs to adjust the policy for example, change of dates/extension. Agape need to email travelagencyteam@endsleigh.co.uk ASAP with: Traveller details – policy number, full name, dob Full requirements of the adjustment Support will record the change and advise of any additional premium/refund premium due. Please note Agape must not amend the original declaration.
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Important Information This page contains important information about the provider of our insurance policy, the regulator status of the insurance provider and the complaints procedure. Please read this information carefully. The Insurance Provider This comprehensive travel insurance policy is provided by AXA Travel Insurance Ltd and underwritten by Inter Partner Assistance IFSRA registration number NL161 with its registered address at 10-11 Mary Street, Dublin 1, Ireland. Inter Partner Assistance is a branch of the Inter Partner Assistance S.A. Avenue Louise 166 bte1, 1050 Brussels, a Belgian company authorised by the Banking, Finance and Insurance Commission of Belgium, registration 0487. All companies are members of the Global AXA group. Complaints Procedure If the participant is unhappy with any aspect of our service: What do I do? All complaints regarding the insurance should be directed to Endsleigh. Please also copy in the Agape Customer Service Manager. How do I do this? Via email to travelagencyteam@endsleigh.co.uk What information do Endsleigh require? Endsleigh require the clients name, nature of the complaint and their contact details When should I do this? Immediately, when they are received What if I change my mind? You can cancel your policy at any time. We will refund your premium less a charge for the time you have been insured, provided you have not travelled or your policy has not been terminated following a claim, in which case no refund will be due. How to make a Claim: For Medical assistance: +44(0) 845 271 4472 (24hr) or +44(0) 203 060 9671 (24hr) For Legal expenses: +44(0) 870 350 5716 (24hr) For all other claims: +44(0) 844 472 2502 Alternatively: Email: travel.claims@endsleigh.co.uk or Web: www.endsleigh.co.uk/claims
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The Claims Process Outlined below is the process a student would follow in the event of a claim. Endsleigh are able to liaise with Agape staff to provide assistance to students during the claims process. Participant needs to make an emergency medical claim
Medical claims Please call AXA Assistance on 0845 271 4472 or 0203 060 9671 they will be able to arrange payment for you.
Participant needs to make a claim for cancellation, course fees or baggage
Email Contact Email Contact
Email Email to to travel.claims@endsleigh.co.uk travel.claims@endsleigh.co.uk
Telephone Contact Participant calls 0844 472 2502 to speak directly with the travel team
Call Out The claims handler will receive the email and call you to complete a claim form.
Claims Form Claim form completed over the phone and necessary information requested.
Provide Information We will request further information such as crime reference number, proof of ownership of an item or details of the cancelation of their trip
Medical claim Any money they have already paid will be reimbursed directly once we have received receipts. Any claim where an EHIC card has been used will not have an excess.
Receive documents We will process any documents within 5 working days of receipt, upon which we may require additional information
Settlement Cheque despatched minus policy excess
Agape Volunteers, 36 Westaway Heights, Barnstaple, Devon, United Kingdom, EX31 1NY 08450 519 8469
www.agape-volunteers.com
info@agape-volunteers.com