Frequently Asked Questions
1. Pre-existing Medical Conditions - when to call the Medical Screening Company
2. What to do if you wish to make a claim?
4. What is the definition of Family, Single Parent Family, Couple, Group?
5. What are the main attributes of the Annual Policy?
6. How are the Geographical Areas defined?
7. Does the cancellation clause cover onward flights?
8. Is trekking on horseback covered by the policy?
9. Are European passport holders treated differently to non-EU passport holders?
10. Am I covered for War or Acts of Terrorism?
11. What is the maximum number of persons in a Group?
12. How are the age brackets defined?
13. Under what circumstances can I refund a policy?
14. What are the Sums Insured - UK policies?
Pre-existing Medical Conditions - when to call the Medical Screening Company
PRE-EXISTING MEDICAL CONDITIONS
All persons insured under this policy MUST declare any Pre-existing Conditions. A Pre-existing Medical Condition is defined below:
- Any medical condition/ procedure that has been diagnosed/ performed in the last 12 months
- Any treatment received as a hospital in-patient in the last 12 months
- Any diagnosis or treatment for cancer
- Any condition for which You still take medication, including repeat prescriptions
- Any procedure, following which, You still take medication, including repeat prescription
- Any heart surgery or heart condition (including Angina, Arrhythmia, Palpitations, Murmurs etc.)
- If You are on a waiting list for treatment or consultation or have received a terminal prognosis
You will need Our specific approval to cover these pre-existing conditions and You must telephone our Medical Screening Service.
In the United Kingdom : +44 (0) 870 444 6910
The service is available between 0900 and 1700 Monday to Friday.
In the Republic of Ireland : +353 (0) 1 6619 133
The service is available between 0900 and 1730 Monday to Friday
We may need a specific medical report to provide You with cover. If so, You will be responsible for the costs in obtaining these. If You telephone the Medical Screening Service and are required to make a declaration, You will be provided with a letter which You should keep with Your policy, confirming the basis on which medical cover is provided.
If You do not contact the Medical Screening Service We shall not pay for any Medical Expenses, Cancellation or Curtailment costs or Personal Accident claims arising out of undeclared pre-existing medical conditions.
You will also need to telephone the Medical Screening Service if You have a relative or close business associate whose state of health may give rise to a cancellation or curtailment claim under the policy or who is in hospital awaiting treatment or has received a terminal prognosis.
If You do not wish to accept any additional terms and/ or conditions that may be applied, You may cancel this insurance during the 14 day premium-refund guarantee period and receive a full refund of any premiums paid providing no travel has taken place and no claims have been made.
2. What to do if you wish to make a claim?
All claims other than Medical Emergency Assistance must be made direct to:
In the United Kingdom
CLAIMS SETTLEMENT AGENCIES
308-314 LONDON ROAD
HADLEIGH
ESSEX
SS7 2DD
Telephone: 0870 366 9366 Fax: 0870 366 9367
In the Republic of Ireland
OSG TRAVEL CLAIMS
NUTLEY BUILDING
MERRION CENTRE
NUTLEY LANE
DUBLIN 4
Telephone +353 (0) 1 6619 133 Fax +353 (0) 1 6615 249
They will send You a claim form which You will need to complete and return to them with Your Certificate Schedule and any other documents requested.
Alternatively, Republic of Ireland clients may obtain a claim form at www.osgtravelclaims.ie
3. Key Contact Details
MEDICAL SCREENING COMPANY
In the United Kingdom
+44 (0) 870 444 6910
Mon-Fri 9.00am - 5.00pm
In the Republic of Ireland
+353 (0) 1 6619 133
Mon-Fri 9.00am - 5.30pm
When calling, you should ensure you have the name of the Company or Website they are purchasing the policy from AND you should state that it is an A&H Risk Policy.
Once approved, the Medical Screening Company will provide a Medical Reference Number.
IMPORTANT - a Medical Reference Number is required for "69 to 85 Years" policies regardless of whether the traveller has a medical condition or not. The Medical Reference Number must be entered on Step 3 of the purchase engine, and will appear on the final certificate/policy wording. Failure to obtain a Medical Reference Number for "69 to 85 Years Old" policies will nullify any potential claim.
24 HOUR MEDICAL EMERGENCY
Policies purchased in the United Kingdom
Medi-call Ltd
Telephone: (+44) 1273 321 976
Fax: (+44) 1273 731 261
Policies purchased in the Republic of Ireland
Speciality Assistance Services (SAS)
For Assistance Worldwide contact:
Specialty Assistance Services,
London,
UK
Telephone +44 (0) 20 7939 9645 or by facsimile +44 (0) 20 7407 9206
For Assistance in the Americas contact:
Specialty Assistance Services,
Philadelphia,
USA
Telephone +(1) 215 489 3785 or by facsimile +(1) 215 489 8925
For Assistance in Africa contact:
Specialty Assistance Services,
Johannesburg,
South Africa
Telephone +(27) 11 452 7272 or by facsimile +(27) 11 452 4473
For Assistance Asia contact:
Specialty Assistance Services,
Bangkok,
Thailand
Telephone +(662) 645 3932 or by facsimile +(662) 645 3732
CLAIMS COMPANY
Policies purchased in the United Kingdom
Claims Settlement Agencies
Phone: (+44) 1702 553443
Fax: (+44) 1702 553231 Policies purchased in the Republic of Ireland
OSG Travel Claims
Phone: +353 (0) 1 6619 133
Fax: +353 (0) 1 6615 249
They will send You a claim form which You will need to complete and return to them with Your Certificate Schedule and any other documents requested.
COMPLAINTS
Any enquiry or complaint You may have regarding Your Certificate may be addressed to :-
THE MANAGING DIRECTOR
A&H Risk Services Ltd
15 Kensington High St
London
, W8 5NP
United Kingdom
Please quote the Number shown on the first page of this Certificate and Your Certificate Schedule number to help Your enquiry to be dealt with speedily.
If You are still not satisfied with the way a complaint has been dealt with You may ask the Insurance Ombudsman Bureau to review Your case without prejudice to Your rights in law.
The addresses are:
Policies purchased in the United Kingdom
The Insurance Ombudsman Bureau,
South Quay Plaza,
183 Marsh Wall,
London,
E14 9SR.
Policies purchased in the Republic of Ireland
Insurance Ombudsman Bureau of Ireland,
77 Merrion Square,
Dublin 2.
INSURANCE/SYSTEM HELP
Should you require further Help with Insurance or System related matters, please contact:
A&H Risk Services Ltd
40 Artillery Lane
London,
E1 7LS
United Kingdom
Telephone: +44 (0) 207 377 2700 Fax: +44 (0) 870 458 1802
email: info@ahrisk.com
4. What is the definition of Family, Single Parent Family, Couple, Group?
FAMILY: 2 parents plus up to 4 dependent children under 18 years of age or students in full time education under 24 years of age
SINGLE PARENT FAMILY: 1 parent plus up to 4 dependent children under 18 years of age or students in full time education under 24 years of age
COUPLE: Couples co-habitating at the same address. Includes couples of the same gender.
GROUP: More than one traveller covered under the same policy (up to 21 people can be processed by OTIS on a single policy)
5. What are the main attributes of the Annual Policy?
Max Trip Length: 31 days (17 days for Winters Sports Trips)
Unlimited Trips per Annum
6. How are the Geographical Areas defined?
Republic of Ireland/United Kingdom: The United Kingdom Channel Islands, Isle of Man, Northern Ireland and Republic of Ireland
Europe: The Continent of Europe, West of the Ural Mountains, Madeira, Canary Islands, Iceland, The Azores, Mediterranean Islands and Non European Countries bordering the Mediterranean (Excluding Lebanon and Libya).
Worldwide Ex NA: Worldwide excluding USA, Canada and Caribbean
Worldwide Inc NA: Worldwide including USA, Canada and Caribbean
7. Does the cancellation clause cover onward flights?
Yes. All onward flights are covered by this policy.
8. Is trekking on horseback covered by the policy?
Yes, as long as it is part of a guided tour.
9. Are European passport holders treated differently to non-EU passport holders?
No. All travellers must be residents of the UK or Republic of Ireland.
A Republic of Ireland/UK Resident is 'You must live in the Republic of Ireland/United Kingdom including Channel Islands and have not spent more than six months abroad during the year before you bought this policy.
10. Am I covered for War or Acts of Terrorism?
No. If the cause of the claim is due to War or an Act of Terrorism, you are not covered.
11. What is the maximum number of persons in a Group?
It is possible to process up to 21 travellers on the AH OTIS system - any more or for special deals for Groups call +44 (0) 207 377 2700.
12. How are the age brackets defined?
Child: 2yrs to 17yrs and 364 days
Adult: 18yrs to 68yrs and 364 days
Over 69-85: 69yrs to 84yrs and 364 days
13. Under what circumstances can I refund a policy?
The policy MUST meet ALL of the following criteria:
- Be a Single Trip policy
- Have a Start Date in the future
- Have no claims against the policy
Please contact A&H Risk should you require to refund a policy that does not meet these criteria (e.g. Annual policies).
14. What are the Sums Insured - UK policies?
| SUMMARY OF COVER | ||||||
| GOLD and ANNUAL | CLASSIC | LONGSTAY | ||||
| DESCRIPTION | COVER (Per person) |
EXCESS (Per person) |
COVER (Per person) |
EXCESS (Per person) |
COVER (Per person) |
EXCESS (Per person) |
| Medical & Air Ambulance | Up to £5,000,000 | £40 | Up to £5,000,000 | £40 | Up to £5,000,000 | £40 |
| Cancellation or Curtailment | Up to £5,000 | £40 | Up to £5,000 | £40 | Up to £2,000 | £40 |
| Hospital Stay Benefit | £20 per day up to £1,000 | - | £20 per day up to £1,000 | - | £20 per day up to £600 | - |
| Travel Delay / Delay Cancellation | £5,000 | -/£40 | £5,000 | -/£40 | £2,000 | -/£40 |
| Personal Accident | Up to £20,000 | - | Up to £20,000 | - | Up to £10,000 | - |
| - Permanent Total Disability under 69 | £20,000 | - | £20,000 | - | £10,000 | - |
| - Loss of Limbs & Sight | £20,000 | - | £20,000 | - | £10,000 | - |
| - Death | £10,000 | - | £10,000 | - | £5,000 | - |
| - Death (under 18) | £1,500 | - | £1,500 | - | ?? | - |
| Missed Departure | £600 | £40 | £600 | £40 | £600 | £40 |
| Baggage & Personal Effects | Up to £1,500 | £40 | Nil | - | Up to £500 | £40 |
| - Single Item Limit | £250 | £40 | Nil | - | £150 | £40 |
| - Valuables Limit | £250 | £40 | Nil | - | £150 | £40 |
| - Loss of Documents/ Passport | £300 | £40 | Nil | - | £150 | £40 |
| - Delayed Baggage | Up to £100 | - | Nil | - | Up to £50 | - |
| Personal Money | Up to £300 | £40 | Nil | - | Up to £300 | £40 |
| - Cash Limit | £200 | £40 | Nil | - | £200 | £40 |
| - Cash Limit (under 18) | £100 | £40 | Nil | - | ?? | ?? |
| Hijack/Mugging | £500 | - | £500 | - | £500 | - |
| Personal Liability | Up to £2,000,000 | £40 | Up to £2,000,000 | £40 | Up to £1,000,000 | £40 |
| Legal Advice & Expenses | Up to £15,000 | £40 | Up to £15,000 | £40 | Up to £5,000 | £40 |
| Assistance Services | Unlimited | - | Unlimited | - | Unlimited | - |
| Domestic Pet Cover | Up to £200 | - | Up to £200 | - | Up to £200 | - |
