ERGO FAQs

We have taken time to summarise a series of frequently asked questions, those most commonly asked by our customers.

If we have not succeeded in answering your question, please feel free to contact us.

Please bear in mind that we will only be able to respond to you within working hours, these are Monday to Friday 9:00am to 5:00pm.

 

Covid 19, am I covered?

We’ve created a specific page for all questions in relation to COVID-19 / Coronavirus. Please click here for updates on policy changes and travel restrictions.

My trip has been cancelled by my travel provider what should I do?

In the first instance, you should contact your airline, tour operator, accommodation provider, or other carriers to enquire about refunds, or about changing travel dates. 

Our policies do not cover persons entering an area against the advice of the Foreign, Commonwealth & Development Office. This will not apply if you have purchased the Enhanced COVID-19 cover and you are travelling to a European destination. 

Am I covered if I do not have the COVID-19 vaccination?

If you or any other traveller on this policy contract COVID-19 and have chosen not to have the recommended vaccination(s) you will not be covered for any COVID-19 related claims under this policy. The UK Government has recommended that all eligible persons have a booster vaccination. If you have not had the booster vaccine you may not be covered under our policy. Discretion may be applied if you are medically exempt to have the recommended vaccination(s) and this is shown on your medical records. 

Can I claim costs for loss of earnings or the cost for the quarantine hotel?

There is no cover under our insurance policies for costs to quarantine or any other consequential costs such as loss of earnings.  

As at February 2022, the traffic light system has been repealed, however this may change quickly depending on the UK governments response to the pandemic. Please continue to monitor the UK governments website for further updates. 

Please check the local government requirements where you reside as the advice differs depending on what country you reside in. 

The FCDO is advising against travel to the country I am going to – what should I do?

We now offer an Enhanced Covid-19 Cover add-on to all policies, giving greater protection against COVID-19 when travelling in Europe. You can easily add this to your policy, when choosing your policy type, prior to purchase. Alternatively, if you already have a policy with us and require the benefits of the add-on please call our customer service team who can assist you in adding it to an existing policy.

The key benefit is the add on will cover you if you choose to travel against FCDO (Foreign, Commonwealth & Development Office) advice in relation to COVID-19, as long as the advice is against “all but essential travel” solely as a result of COVID-19.

You should contact your Travel Agent, Tour Operator, airline or accommodation or credit card provider for a refund in the first instance.

 

Booked through a Travel Agent or Tour Operator

If you booked with a Travel Agent or Tour Operator, you should contact them first to see if you can make any changes to your trip, or if they are able to offer you a refund.

You can make a claim under the Package Travel Regulations if any travel intermediary booked two or more parts of your holiday together and they are then unable to deliver the full package.

You should not pay any additional payments to your Tour Operator or Travel Agent without confirmation that any additional payment is fully refundable should the trip be cancelled for any reason by the operator (for example the balance of the holiday cost where you have only paid a deposit so far).

 

Booked flights only or accommodation only

If you booked your travel independently, you should still approach the travel provider (airline, accommodation provider etc) in the first instance to rebook or for a refund.

If you have alternative dates to travel after contacting your Travel Agent or Tour Operator, airline and/or accommodation provider, please contact our team who will update your policy. Please note, any change on your policy may result in a change of premium.

Is there cover for curtailment if there is a change to the status of my destination on the Traffic Light system?

There is no cover for any curtailment costs if the UK government changes the ‘traffic light’ status of your destination.  

As at February 2022, the traffic light system has been repealed, however this may change quickly depending on the UK governments response to the pandemic. Please continue to monitor the UK governments website for further updates. 

I have been asked to self-isolate in my accommodation while on my trip – what am I covered for?

If you have tested positive while on your trip and have been asked to self-isolate, you will be covered for any emergency medical expenses in treating your illness. Terms, conditions and exclusions apply - please check the policy wording for full details. 

If you have not tested positive and have been asked to self-isolate as you have been a close contact of someone who has tested positive, there would be no cover under the insurance policy. 

Can I claim back the cost of taking a PCR test?

There is no cover for the cost of obtaining evidence to support your claim.  

My destination will not allow me to enter if my vaccines are not considered up to date – what do I do?

Please check what the entry requirements are required for your destination. If you do not meet the vaccination requirements set by your destination, there is no cover under the insurance policy for your accommodation / travel costs.  

My children are not vaccinated – am I still covered?

If your children or anyone else on the policy have chosen not to have the recommended vaccination(s) you will not be covered for any COVID-19 related claims under this policy. The UK Government has recommended that all eligible persons have a booster vaccination. If you have not had the booster vaccine you may not be covered under our policy. Discretion may be applied if you are medically exempt to have the recommended vaccination(s) and this is shown on your medical records. 

I want to cancel or change my policy – what do I do?

If you need to change or cancel your travel insurance policy, please contact our customer service team. 

If a member of my travelling party contracts COVID-19 while I’m on my trip, am I covered to stay with them past my return as planned date?

If the person that tests positive is under the age of 18 or if medically necessary our assistance team may allow you to stay past your pre-booked return date. Please contact our assistance team as soon as possible to log a claim. 

I want to reschedule or postpone my trip – what do I do?

If you have been given alternative dates to travel by your airline and/or accommodation provider, please contact our customer service team who will be able to assist you by updating your policy. Please note, any change on your policy may result in a change of premium.  

A payment for my holiday is due this week. Should I pay?

You should contact your Tour Operator or Travel agent to check that any additional payment is fully refundable should the trip be cancelled for any reason by the operator (for example the balance of the holiday cost where you have only paid a deposit so far). 

It is very important that you do check and get clarity from the Airline or Tour Operator as if your trip is cancelled you should expect a full refund of the whole cost of the trip once you have paid the full amount. It may sound counter-intuitive to pay out more money to guarantee either a holiday or your money back, but that is the way some operators' policies work. 

Deciding not to pay the balance and not getting clarity from your Airline or Tour Operator could mean that you lose the deposit or even if the trip is subsequently cancelled, you may not get the money back. 

Disinclination to travel is not covered under the travel insurance policy. 

The country I am going to will not allow me to enter – what should I do?

There is no cover under your policy if you are not allowed entry to a country which has: 

  • closed its borders; or 
  • placed restrictions on entry to its country to nationals from certain countries; or 
  • placed restrictions to nationals who have travelled to countries affected by an outbreak of Coronavirus 

If you are refused entry at passport/border control, you should contact your airline or transport provider to arrange changing your return ticket to allow you to come home early. 

I am unable to travel due to having a positive test for COVID-19?

If your GP has advised you not to travel because test results show you or a family member has contracted Coronavirus within 14 days of your pre-booked departure date you may be able to submit a claim for cancellation. 

 

If your GP has advised you not to travel because you, a travelling companion or a family member has been instructed to self-isolate  which prevents you from starting your insured journey and you have purchased the Enhanced COVID-19 cover option you may be able to submit a claim for cancellation. 

 

General travel information

Where can I see ERGO Defaqto ratings?

All Defato ratings for travel insurance products are listed on the Defaqto Insurance Brokers page on their website.

You can search for ERGO, or any insurance provider, on this page to see a list of the products which Defaqto have rated.

Should I buy a single trip, annual multi-trip or backpacker policy?

If you are planning multiple trips within a year an annual multi-trip policy may be more suited to your needs. This would cover you for multiple trips within the policy period of up to 31 days per trip.

If you are going away for longer or are only making one trip in a year, then our single trip policy which covers trips up to 90 days.

If you are travelling for longer than 90 days, our backpacker policy may be more suited to your needs. Our backpacker policy will cover trips up to 550 days.

For more details please check the policy

Cancel a policy – Meerkat Movies offer

If you've bought a travel insurance policy from Compare The Market and have taken up the offer of 2 for 1 cinema tickets through 'Meerkat Movies' please note that cancelling your travel insurance policy may invalidate your Meerkat Movies membership.

The screenshot below comes from the Meerkat Movies FAQ page:

Cancel policy - Meerkat Movies

Please read the following pages before cancelling your policy:

Compare The Market - Meerkat Movies Terms & Conditions

What countries are covered?

To find out which countries are covered by an ERGO policy please check the policy wording.

However, some countries or areas are considered too dangerous for travel and We will not cover you if you choose to travel there. We define these to be areas which are subject to War and Civil Unrest or where the Foreign, Commonwealth & Development Office

(FCDO) has issued “advice against all but essential travel” or “advice against all travel”. You can find this Foreign Travel Advice about any country You are

planning to travel to at https://www.gov.uk/foreigntravel-advice

How do I cancel my policy?

To cancel your policy, please contact the customer services team on 01403 788 513. Make sure you have your policy number at hand. Please be aware that our policies carry a 14 day cooling off period.

Do I need to take my policy documents with me when travelling?

Yes, your policy documents should contain all the information you need about your insurance. If the unfortunate occurs, this will be your main point of reference.

If you do not have your policy documents with you, please contact our customer service team on 01403 788 513 or email: contact@ergo-travel.co.uk. You will need your postcode or the email address you used to buy the policy.

Can I buy a policy for someone who is not in the UK?

Unfortunately we can only provide travel insurance products for residents of the UK. As ERGO UK is a branch of an international team, you may want to visit www.erv.com where there are details of local country websites. Select the country of residence for the policyholder and follow the online instructions.

How do I buy a policy?

Our quote process is simple and easy to use, we only ask relevant questions about your trip and your health. To start your quote, click on the “Get a quote” button.

Take time to think about your trip, frequency of travel and destination. If you are a frequent traveller our Annual Multi Trip policy may be ideal?

Where can I find out what I’m covered for?

General product information can be found within in the policy wordings. If you have chosen additional options to your policy, please refer to the policy schedule. The policy schedule will be emailed once you have purchased your policy. The policy wordings can be found under the policy information section (link to policy information section).

Where can I find travel information on the country I am visiting?

Useful information can be found on the Foreign and Commonwealth Office website www.fco.org.uk, this provides up to date essential travel information.

 

Medical questions answered

Travelling with Asthma

If you are thinking about travelling with Asthma, it can be a worrying thought leaving the comfort and safety of home. However, this should not prevent you from taking that dream holiday.

Information on travelling with asthma

Below there are a number of informative articles that we suggest reading, in an attempt to make your trip and travelling with asthma, go as smoothly as possible.

-NHS Choices - http://www.nhs.uk/Livewell/travelhealth/Pages/travelling-with-asthma.aspx

-NHS Fit For Travel - http://www.fitfortravel.nhs.uk/advice/general-travel-health-advice/asthma.aspx

-Asthma UK - http://www.asthma.org.uk/knowledge-holidays

-Asthma UK - http://www.asthma.org.uk/knowledge-bank-living-with-asthma-air-travel

-Kids Health - http://kidshealth.org/parent/medical/asthma/travel_asthma.html

Asthma is well known by many travel and insurance companies and performing research before you go travelling with asthma can make a real difference.

If you have any questions regarding travel insurance and asthma, please contact us for more information

Travelling with Chickenpox

If you or your child have Chickenpox, we recommend that you read these useful information pages provided by NHS Choices:

Chickenpox – IntroductionChickenpox – Prevention

These pages contain information about the infection (also known as varicella) and some of the available treatments.

You should note that Chickenpox is infectious and spreads easily and quickly. Of particular note is the fact that you may not be allowed on board an airline if you have chicken pox, so you should also inform us if you do have it in case a flight needs to be cancelled or delayed.

Travelling on a plane

If you or your child have chickenpox, you may not be allowed to fly until six days after the last spot has appeared.

You and your child should be safe to fly once you’re past the infectious stage and all of the blisters have crusted over. However, it’s best to check the policy of your airline first. Inform the airline as soon as chickenpox is diagnosed.

It is also important to let your travel insurer know if you or your child has chickenpox. You need to make sure that you’ll be covered if you have to delay or cancel your holiday, or if you need to extend your stay until your child is well enough to fly home.

What does your policy cover if you are pregnant?

Details relating to cover during pregnancy can be found in the policy wording.

 

Please note, you may not be able to fly while pregnant – please check with the airline to find out their restrictions.

Our policy will only cover complications of pregnancy. Any costs arising from your pregnancy or childbirth if the expected date of delivery is less than 12 weeks (or 16 weeks for a multiple birth) after the scheduled end of the trip would not be covered.

I have a pre existing medical condition; will I still be able to buy cover?

We may be able to provide you with cover. This depends on the type of condition(s) you have.

When you select “Get a quote” you will be asked a set of questions about your general health. Your answers may trigger our online medical screening service. If you have more than one person on your policy, you will see an option to screen each individual. Select “Screen” next to the relevant person and a new window will appear. Type the word of your condition and search; you will then be able to select the condition from the condition list. Once you have selected the condition, a series of questions will be presented to you asking specific information. Once you have finished, the window will close and an additional premium may be shown. If you have more than one condition, simply add another.

Our medical screening service is provided by our preferred partner Healix (www.healix.co.uk). Your answers to the questions provide is scored by Healix. If your score is above our set levels, unfortunately we will not be able to provide cover.

 

Please note, The Money and Pensions Service (MaPS) have developed a directory of travel insurance providers to ensure customers with pre-existing medical conditions are able to obtain access to travel insurance.

 

As part of getting a travel insurance quote you may wish to contact them for details of these providers by calling 0800 138 7777 or visiting their website https://traveldirectory.moneyadviceservice.org.uk/listings

What should I do if I or anyone else covered under my policy falls ill abroad?

It can be a daunting experience if you or a family member is taken ill overseas; you simply need to contact the ERGO Medical Assistance service. We are available 24 hours a day, 7 days a week. The contact number is contained within your policy wordings.

 

 

About your policy

Where can I find out what I’m covered for?

General product information can be found in the policy wordings. If you have chosen additional options to your policy, please refer to the policy schedule. The policy schedule will be emailed to you once you have purchased your policy. The policy wordings can be found under the policy information section.

I have not received my policy documents what should I do?

Your policy documents will be sent to you by email when you have purchased your policy. Please check your spam folder or junk mail folder just in case.

If you need this resent to you, don’t worry, simply drop us an email with your surname, postcode and telephone number and we will resend your documents to you. As we have to verify your policy by hand, please be aware we can only do this within normal office hours: Monday to Friday 9:00am to 5:00pm.

Do I need to take my policy documents with me when travelling?

Yes, your policy documents should contain all the information you need about your insurance. If the unfortunate occurs, this will be your main point of reference.

 

If you do not have your policy documents with you, please contact our customer service team on 01403 788 513 or email: contact@ergo-travel.co.uk. You will need your postcode or the email address you used to buy the policy.

 

 

About your claim

Claim forms for baggage claims

If you need to make a claim for delayed baggage or have to make a lost baggage claim, you will need to use one of the downloadable claim forms found on our Claims section.

Download the ERGO PERSONAL EFFECTS CLAIM FORM from that page and provide as much information as you can, including information relating to any report of the incident to the airline. Where possible, all baggage claims should be notified to the airline you are flying with at the point of the bags going missing or becoming damaged or delayed.

What if I remain dissatisfied with the decision after an appeal?

If you remain dissatisfied then you may write to the Financial Ombudsman Service to lodge a formal complaint. The Financial Ombudsman are an independent service and their decision is final and binding on the Insurance Company. This process does not affect your legal rights. You cannot lodge a complaint with the Financial Ombudsman Service until you have followed the claims complaints procedure in full and received a final decision from the Insurance Company.

Where do I write to?

Please ensure that all documentation includes your claim reference number and is sent to the relevant and correct address that is supplied on your appropriate claim form.

If you require the claims forms please click here. Or alternatively, if your require further assistance please visit our contact us page and do not hesitate to get in touch.

I’m not satisfied with the settlement; what should I do next?

We suggest that you first refer to your policy as limits, exclusions, depreciation or excesses may apply. The settlement letter will outline what has been settled and this may provide further information. If you remain dissatisfied with the settlement you should contact our travel claims team at contact@ergo-travel.co.uk. Alternatively you can write to us at the address below – please mark “Appeal” on the envelope. The claim will be reviewed and you will then be advised of your further options.

How will the claim be paid?

Payments will be made by bank transfer, as part of the claim form we will ask for your bank details. Please allow 5-7 working days for the payment to appear in your bank account if the claim is successful.

 

We can also make a claim payment by cheque, if you require this please contact our claims team to request this.

Where can I get my insurance certificate/booking invoice from?

If you are not already in possession of these documents you can request them directly from the travel agent where you booked your trip. If you purchased your insurance with an alternative provider you will need to contact them directly.

I do not have all the documents you require; can I proceed with my claim?

You can still submit your claim with an accompanying letter explaining the reasons why you are unable to supply the required documents, but without all relevant documentation we cannot guarantee that the claim can be processed.

Do I need to send original documentation with my claim?

The only original documentation required to support your claim are invoices and receipts. We also suggest that you keep photocopies of every item you send to us. Please note all costs incurred obtaining documentation should be borne by the claimant. This will include any further information such as doctor’s reports that we may need.

In addition to the claim form you will receive, there is an information checklist that explains the documents that are required for different types of claim.

How long will it take for me to receive a response to my claim?

We are committed to providing a quality of service – you should expect to receive a response from us within 21 working days. We will settle your claim, ask for more information or if not within the terms and conditions of your policy, repudiate your claim with reasons why the claim is not valid. To avoid delays, please ensure that you provide us with all the relevant documentation required to process your claim.

Please note, due to COVID-19 we have extended our response time from 10 to 21 days.

What is my claim reference number?

When you make a claim you will be allocated a claims reference number. It is important that you take note of this number and keep it safe as we will require this in all communications regarding your claim.

 

 

 

Great cover at a great price

I needed travel insurance quickly, it was so easy to get with great cover & just the best price out there. Would have no hesitation in recommending them

ERGO Customer - August 2021