New set of FAQ's for the True Traveller Insurance website

We're still getting a lot of questions about our Travel Insurance and will shortly be putting up some Quick FAQ's on our website. But to make sure it all gets out there, we've decided to put the same ones on this blog as well! So, here goes!

One way Insurance

Please note our Single Trip (True Adventure & True Traveller) and Backpacker (True Value) Policies are valid for One Way Travel.

When will the insurance expire?

Your insurance will expire either at the end of the period of insurance you purchase, within 24 hours from the time you first return back to your Home Country or when you arrive at your final destination. By your final destination, we mean where you will reside at when you reach your destination country. So if you are taking a one way insurance to cover you to go to Wagga Wagga, your insurance will expire when you get to Wagga Wagga, not the port of entry in Australia.

I don’t have a final destination, and will be backpacking and don’t have return tickets?

In that instance then, your insurance will continue until the end of the period of insurance you purchased, or in the case where you do take up permanent residence somewhere when you cease travelling and have obtained residency.

I’m Australian living in Europe and am going back home. Can I take out your insurance?

Yes. In the very unlikely case that you become very sick and require medical emergency repatriation you may be taken to Australia, unless on medical advice where it would be more prudent to bring you back to your original country, i.e. you leave London and become ill in France for example. The cost of medical emergency repatriation is always subject to the appropriate premium having been paid and the costs are limited to the equivalent costs you would have incurred had you been brought back your original trip departure point within Europe.

Trekking Insurance

To what altitude can I trek to?

On the standard cover, you are limited to trekking at a maximum altitude of 2,000 meters. If you take out the “Adventure Pack” with your policy, the altitude is only limited to your fitness and imagination; there is no fixed upper limit. So trekking on recognized routes to EBC, Island Peak etc. in Nepal, the Inca Trail in Peru and Kilimanjaro in Tanzania is all covered subject to the standard policy terms. However, if trekking above the snow line we recommend wearing crampons and using ropes to be tethered together. If you are not trekking in a group with an appropriate guide, then we recommend that cover is restricted to groups of no less than 3 people in possession of a working 2 way communication device such as a working mobile. Please note there is no cover if trekking against local authority advice.

Does your insurance cover Helicopter Rescue in Nepal?

If confirmed as being medically necessary, this insurance will reimburse the cost of medical emergency repatriation by the Himalayan Rescue Association. Always contact the 24 medical emergency helpline to obtain authorization for any costs you are likely to incur.

Does this insurance cover climbing?

Whilst climbing is not covered, trekking at altitude on recognized routes using fixed ropes accompanied by guides, like Island Peak, is covered subject to the standard policy terms. However this insurance will not cover you for “Free Climb”, “Ice Climbing” or any vertical rock face climbing where ropes, anchors and other specialised equipment is used.

Motorbike Travel Insurance

What is covered?

On the standard policy, there is cover for medical expenses you might incur as a result of occasional use of a motorbike under 125cc which has been rented to you or borrowed by you is covered, as long as you wear a crash helmet whilst riding the bike including as a passenger.

What does the Motorcycle Touring Option cover?

This option provides medical expenses cover whilst riding your own motorbike overseas, or again to rent or borrow a motorbike of any size. The restrictions are that you must hold a current motorcycle licence, the bike itself is to be fully insured and that you wear a crash helmet at all times whilst riding the bike. Competition riding, racing or participating in motorcycle events is strictly prohibited.

Already Travelling

Can I take out this Insurance if I’m already abroad?

If you are normally a resident of the UK or Europe (excluding Switzerland, Belarus, Montenegro and the Ukraine) and your insurance has run out, you may take out cover online with us. This is on the understanding that nothing has occurred at the time of taking out the cover which has led to a claim or may lead to a potential claim. Obviously, this insurance will not pay for your belongings if you’ve already lost them, medical bills if you’ve already incurred them or any other events known to exist at the time of arranging cover which might give rise to a subsequent claim. There is no 14 day cooling off period when already traveling overseas.

If I take out Insurance and get ill, where will I get hospitalised?

In the unlikely event of this happening, you will be repatriated back to your home country as long as the appropriate geographic premium has been paid and it has been agreed by the 24 hour medical emergency assistance helpline.

Do you have minimum residency requirements?

No. If you are, for example, a British Passport holder and have right of abode in the UK, we are not concerned as to how many months in the past year you have been in the UK provided at the time of arranging this insurance you have a UK residential address.

Winter Sports& Ski Cover

Can I ski “off-piste”?

Yes. However, you will only be insured for random “off-piste” skiing if you are with a qualified instructor or in a group of 3 persons or more in possession of a working communication device. Note no cover applies for any winter sports activities if against local authority advice.

What am I not covered for with the Winter Sports Option?

This insurance will not cover you if you participate in ski racing, ski-jumping, ice hockey, or use bobs sleighs of skeletons.

Working Abroad

Can I work/volunteer?

If you take out the “Adventure Pack”, you can undertake work of any kind, including Volunteer Work, on your travels and be covered for any necessary medical costs you may incur.

Can I do “manual work”?

If the entire object of your trip is to take up a manual work job abroad, for example, working on a building site in China, then that is termed as “work of a predominately manual nature” and is one of the exclusions of this insurance. However, if you are doing some volunteer work, or WWOOFing, then some manual work will be expected as part of your normal duties, and as such this is covered subject to the standard terms of this insurance.

Will the Liability Cover be operable when I’m working?

No. Employers throughout the world have an obligation to insure their employees against liability when carrying out your normal duties as part of your job. However, if you are doing volunteer work overseas for an organisation, then in this case, you will be covered under the Personal Liability section should no other insurance or indemnity be available.

Pre-Existing Medical Conditions

Do I have to tell you if I have a Pre-Existing Medical Condition?

Yes. If you fail to tell the medical screening helpline and obtain written agreement of the additional cover for your medical condition and then make a claim against the condition, the likelihood is that the claim will not be paid.

What are the medical conditions?

a)      Any respiratory condition (relating to the lungs or breathing), heart condition, stroke, Crohn’s disease, epilepsy, allergy, or cancer for which you (or any other person not necessarily travelling but upon whom travel depends such as a Close Relative) have ever received treatment (including surgery, tests or investigations by your doctor or a consultant/specialist, or prescribed drugs/medication).

b)      Any Medical Condition for which you (or any other person not necessarily travelling but upon whom travel depends such as a Close Relative) have received surgery, in-patient treatment or investigations in a hospital or clinic within the last twelve months, or for which you are taking prescribed drugs/medication.

What do I do to get the OK?

You telephone our Medical Screening Helpline on 0844-826 2686 and tell them you want to take out True Traveller Insurance and explain to them the condition you, or your relative has. They will give you one of 3 replies.

a)      They will confirm cover for the disclosed condition with no additional premium payable.

b)      They will confirm cover for the disclosed condition for an additional premium which you pay to the medical helpline directly and they will send you an endorsement to the policy, or

c)       They will not cover the condition at all, in which case should a claim be made for that medical condition this insurance will not meet any claim relating to the excluded medical condition.

Again, in the case of b), should you elect not to pay the additional premium, once again cover for the medical condition in question will be excluded.

Please Note: The above FAQ’s are subject to the full policy terms and conditions which we suggest you read to ensure you are happy with the cover you elect to arrange.

And, just to show how easy it is to apply for your insurance online, just quickly check out this video!

Happy and safe travelling to you all!

Will your Travel Insurance actually cover you?

The Chorley Guardian has published a very sad story about a young traveller who suffered very bad injuries while riding a Quad Bike in Australia in December. Unfortunately she isn't covered by the Travel Insurance she took out as it didn't cover Quad Biking.


You wouldn't think that riding Quad Bikes was particularly dangerous, but of course when you're on them you get the feeling of being invincible, and probably start using them in a manner in which they were not designed for. We remember Ozzy Osbourne almost died back in 2003 when he fell off his Quad Bike at his home in Buckinghamshire.


On our True Value Backpacker Insurance, if you take out the "Adventure Pack" you are covered for 50 adventurous activities, on top of the 63 activities we cover automatically, and Quad Biking is included in this list. The price of the Adventure Pack is £24. Also included in the Adventure Pack is trekking over 2000 metres to any altitude, Scuba Diving to 40 metres, Tandem Sky Diving and Work of any kind, including volunteer work.


To find out how easy it is to apply online for your insurance, click here for our Video, and make sure you get covered today.

Backpacker Travel Insurance

Well, after about a month of launching our own dedicated website for Travel Insurance, in response to many requests to do so, the response has been somewhat overwhelming!

Backpacker on his way!

We are still getting some questions however, which we've tried to answer on the FAQ part of the website, and the most common questions we're getting are:
1. Can I work whilst on my travels? The answer is YES! If you take out any of our policies, the "Adventure Pack" will cover you for any sort of work you undertake on your travels, including Volunteer work!
2. Can I take out Insurance if I've already left? Again the answer is YES. If you forgot to take out insurance before you left the UK, you can take out cover online, but obviously if something has already happened which may lead to a claim, that claim will not be met (pretty obviously but still needs to be said!). We have had people taking out insurance from Nepal, Malaysia, Australia and Caracas in the past few days.
3. Will your insurance cover Helicopter Evacuation in Nepal? Again, the answer here is YES. If you become injured and need a helicopter to take you to hospital in Kathmandu, our insurance will cover the cost of this.
4. Do I have to pay out and then wait for the insurance to pay me back? The answer here is No. If you get hospitalised, the Medical Emergency Service deals directly with the hospital and settles all the bills with them. If you lose something of low value along the way, you may elect to wait until you return home to claim for it (but don't leave it too long!), but you can still put in your claim along the way.


Our main business is still of course arranging adventure holidays, but for adventure travel insurance, www.adventuretravelinsurance.co.uk is still the way to go!


We hope you all enjoy safe and happy travelling in 2012!

Our New Adventure Travel Insurance Website is now live!

Well, after getting loads of queries about our Travel Insurance, we decided to change things a bit and put it on it's own website, away from our main holiday website, so our new Travel Insurance website is at www.adventuretravelinsurance.co.uk.

We've made a few changes to our Travel Insurance as well. We've actually removed the very adventurous activities from our main policy (like Bungee Jumping, Abseiling and Trekking at High Altitude) so for Holiday Insurance we've called that True Traveller Insurance.

Then for our full Adventure Travel Insurance, we've called that True Adventure instead, and added in a few extra activities that we were asked for, including Tandem Sky Diving and Quad Biking.

We've also added in, as an option, on both of these policies, the ability to include Motorbike Touring Insurance to anywhere worldwide. We have had enquiries for people wanting to a motorbike across India and the Gobi Desert recently, so that is now added in.

Lastly, we put an option in for Backpacker Insurance. Basically, this is for people who basically just want quality medical cover and repatriation and liability cover. Why pay for baggage or cancellation cover when it's not needed. So we did that as well and we call that cover True Value.

Our Annual Travel Insurance is still available, as well as the fact that our insurance is still available for one way travel insurance, so we hope that people will find this resource more useful and user friendly than it was previously!

Oh, it's also still great value!

What are your rights?

Quite an odd situation occured over the past week or so, concerning a major international airline who elected not to fulful their own Conditions of Contract. We won't name the airline, as we don't want to rub their nose in it, but here's some helpful tips for you.

Most of the time, our clients want us to book their airline tickets for them with their tours, as in that situation their whole holiday is covered by our ATOL Licence. We have one holidaymaker who's going on holiday to Jordan in December, and their flights originated in Scotland, with a through ticket over Heathrow and then connecting to Amman.

Well, the air fare was very cheap, so we booked it and had the ticket issued. Then, just a week or so ago, the airline decided to cancel all their afternoon services from Heathrow back to Scotland. We phoned up the airline and asked them what they intended to do about it, and they said "Well we're not flying any more, so we'll give you your money back". WRONG! If you are flying on a scheduled airline on a through ticket, it's their responsibility to get you back to your departure point, even if it means them paying for you to fly with another airline.

Anyway, they stuck to their guns, so we "tweeted" about it, and they came back very quickly saying they'd investigate. They then came back and said sorry about inconveniencing you, but we can't do anything. So we went back and said... sure that's fine. We'll buy a new ticket, and take you to Court as you've broken your own Conditions of Contracts. Within minutes, they came back and said... ah... no we'll put you on another flight.

So there you have it. If you cancel your ticket with an airline, in most circumstances, especially with a cheap ticket, they keep all your money. If they cancel your flights, they can't simply try to get out of it by refunding you. You entered into a binding contract in which you give them money and they get you from A to B. If they cannot then, for whatever reason, get you from A to B, they have to find someone else who can. No ifs or buts!

So our client will now enjoy her Adventure Holiday to Jordan, and not have to worry about how she's going to get home!

2012 – Where in the world are you going?

Autumn’s here!

It’s at this time of year we load a whole host of new Family Holidays and Adventure Tours for next year.  Over the next 2 weeks you’ll start to see new trips, such as the ones in  Iceland, (Cycle Southern Iceland),  Burma (Discover Burma) and Nicaragua (Highlights of Nicaragua).  Both Turkey and Egypt will give families plenty of activity and choice, in particular we like Blue Cruise and Egyptian Explorer.

We also feature Autumn Walking Offers, including Mountains and Villages of Evia (Greece) and £50 off many Cycling Holidays for next year if booked by 31 Dec 2011.  See Puglia: Cycle the Heel of Italy as a popular example, which starts up again in April 2012.

With Christmas less than 3 months away, why not “do something different” this year?  Cuba has proven to be a top holiday spot this year and a direct flight to Havana takes the hassle out of getting there. It’s a perfect winter destination and we recommend Backroads & Beaches.  This is an 8 day tour packed with culture, atmosphere and a chance to chill out on the beach and get some winter sun. For another great Christmas or January / March getaway, then why not consider Peru Family Adventure.

And last but not least – what about a REAL Adventure?  This Expedition will give you memories for a lifetime: Norwegian Fjords and Polar Bears. Departing from Edinburgh on 15^th June, you’ll see the dramatic coastal scenery of the Orkney and Shetland Islands, before cruising through the Gairanger fjord, a Uneco World Heritage site.  Massive glaciers, abundant birdlife and of course being on the lookout for walruses, seals, reindeer, arctic foxes and polar bears will surely make this a trip of a lifetime.

We know there other places on your list of places to explore, enjoy, remember and “give something back to”.  Here at True Traveller, we’re a one stop shop and can advise on all aspects of your holiday or adventure, from your initial enquiry to returning home. When you do, you’ll want to book the next one!

Travel Insurance for Everest Base Camp

We're suddenly getting quite a number of insurance sales for trekking to Everest Base Camp, and indeed for hiking up Kilimanjaro. We were wondering why really as there's loads of Travel Insurances out there, so we thought we'd do a bit of investigating to find out why!

We went into Google and put in "Trekking Travel Insurance" and went through all the insurances shown on the first page, just like anyone would. We know that on the True Traveller Insurance, it covers over 75 adventure activities as standard, and covers Trekking to any altitude. In fact, we recently asked the insurance company to clarify once and for all what this actually meant, and they replied to us like this:

One of the features of your policy is we provide cover for guided trekking on recognised routes at any altitude. If trekking above the snow line we recommend wearing crampons and using ropes to be tethered together. If the client is not trekking as part of a guided and organised route, then we recommend that cover is restricted to groups of no less thank 3 people in possession of a working 2 way communication such as a mobile. Please note there is no cover if trekking against local authority advice. 

So that totally clarified that point! So we went through all the insurance companies, and on some of them it was very difficult to drill down what their policies did cover. On a number of policies you had to choose Option 1, or Option 2 etc., and then look through all the small print to see what it did cover. The vast majority covered trekking obviously, but some only to 2000 meters, some to 4000 meters and other options to specifically Everest Base Camp, and when we chose that option, the premium went through the roof! So what happens then if you don't realise this and take a cheaper policy and you get altitude sickness on Kilimanjaro and need a medical evacuation. Well, basically one of your fellow travellers would call the insurance companies medical emergency number, and as soon as they hear the word "Kilimanjaro" they would say "I'm sorry, Kilimanjaro is over 4000 meters we don't cover that".

Wow.... so no insurance! So then of course you complain to the Insurance Ombudsman and they tell you that you didn't read the policy properly, the proposal form or whatever, and you've just had to pay for all your own medical cover etc.

So, all in all, a pretty bad state of affairs. On one of the insurance policies we did get cover for Kilimanjaro quoted £347 for a one month policy, which we thought was a huge amount. Our equivalent policy costs £77. That being said, there is the term "If you can't afford decent Travel Insurance you can't afford to travel".

How true!