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Alianz Global Assistance

Frequently Asked Questions

We are pleased to answer some of the most commonly asked questions about travel insurance from Allianz Global Assistance. 

If you have any additional enquiries, please contact us at: [email protected]

How much does a policy cost?

Prices vary depending on the policy type, duration of the trip, where you are travelling to, the age and number of people travelling and whether any options are required. 

To find out how much a policy costs: 

  • Click "Get A Quote" 

  • Choose the policy type (single trip, annual, backpacker, business, winter sports or golf) 

  • Enter the dates and destination of the trip you require 

  • Enter details of the persons requiring cover

How can I buy a policy?

You can buy a policy online using one of these credit cards: Visa, Visa Debit card or a Mastercard. Follow the process outlined above and if you are happy with the cover and price continue to the payment screen where you can enter your card details.

How do I know that buying my policy online is secure?

Allianz Global Assistance uses a secure payment gateway that makes the credit card transaction directly and securely with the bank. We do not see, record or store these card details in any form, simply get approval or decline from the banking institution. Once authorised, it's instant travel insurance cover - your confirmation email, policy document and other associated documentation is then emailed to you within a matter of minutes to print as required. This connection through to the bank uses a 40bit encrypted SSL Web Server Certificate so that any information is encrypted or scrambled, making it impossible to intercept or steal. More information on this can be found at www.thawte.com but you can be assured that your transaction is at least as safe as any other normal off-line credit card transaction.

What if I change my mind about buying the policy?

If your cover does not meet your requirements, please notify us within 14 days of receiving your documents for a refund of your premium. Contact us by telephone: 0871 200 0428 or email: [email protected], or mail: Allianz Global Assistance, 102 George Street, Croydon, CR9 6HD

Can I buy Allianz Global Assistance travel insurance if I am not a resident of the United Kingdom?

No, you are only covered if your main home and your doctor are registered within the UK (including the Channel Islands and the Isle of Man) and have not spent more than six months abroad in the last 12 months.

Does it matter who I book my travel arrangements through?

No, Allianz Global Assistance travel insurance may be purchased independently.

Does Allianz Global Assistance offer an Annual multi-trip policy?

Yes, as well as policies for single trips of up to 180 days we also offer annual multi-trip cover. The annual multi-trip policy provides cover for any number of trips throughout the policy year, as long as no one trip is booked to last longer than 31 days. Cover within the UK is also included although certain terms apply (see policy document for full details).

Is there an age limit on the Allianz Global Assistance travel insurance policy?

Yes, both our single trip and annual multi-trip policies are only available to persons aged 64 years and under.

What can I do if I am older than the maximum age limit for the policy?

You may be able to obtain an alternative travel insurance policy by contacting:

Free Spirit: www.freespirit4aga.co.uk quote code B2C1000 Tel: 0845 609 8864 (Lines open 8.00am - 6.00pm, Monday to Friday)


the British Insurance Brokers Association: www.biba.org.uk Tel: 0870 950 1790 (Lines open 9.00am - 5.00pm, Monday to Friday)

When does cover begin and end?

For single trip and backpacker cover
Cancellation cover begins from the date your policy was issued, which is shown on the e-mail confirmation that was sent to you when you purchased the policy.
All other aspects of the cover is effective from the start date of your trip and finishes when you return back to the UK or the expiry date of the policy.
For annual multi-trip cover

Cancellation cover begins on the start date of your policy, which is shown on the e-mail confirmation that was sent to you when you purchased the policy or the date you booked your trip, whichever is the later and finishes at the end of your trip.

Under all policies, cover ends on the expiry date of your policy, which is shown on the e-mail confirmation that was sent to you when you purchased the policy, unless you cannot finish your trip as planned due to injury, illness or delays to public transport systems.

What is the maximum trip length?

Single trip cover can be purchased for trips up to 180 days. Our annual multi-trip policy covers you for multiple trips during the year but no one trip within this period can exceed 31 days in duration.

If I return home early do I get a refund?

If you buy a 180 day single trip policy and return home after 60 days, the policy is terminated and you will not be entitled to a refund. You will then need to purchase a brand new policy for your next trip. Annual multi-trip policies offer the flexibility of travel however no one trip must exceed 31 days.

Are there any exclusions to the policy?

Yes. Some exclusions and conditions are specific to individual sections and general exclusions and conditions apply to the policy overall. There is also a health declaration with health exclusions that apply to the emergency medical expenses, cancellation, curtailment and personal accident sections of cover. Please read the policy wording carefully to ensure you have the cover you need.

Am I covered for any existing medical conditions?

The policy does not cover claims relating directly or indirectly to any existing medical conditions, if you or anyone to be insured has at the time of taking out this insurance or booking your journey (whichever is the later):

Been prescribed regular medication

Received treatment or had a consultation with a doctor or hospital specialist for any medical conditions in the past 6 months

Been referred to, treated by or are currently under the care of a doctor or a hospital specialist

Been diagnosed as having a terminal illness

Please click here to read the Health Declaration for more information.

Am I covered for skiing or other adventure activities?

Allianz Global Assistance travel insurance covers many adventure activities. Please refer to the definition of 'Hazardous activity' within the policy document to understand what activities we do and do not cover. If in doubt, please give us a call.

Am I covered for loss of cash?

Most of our policies include cover for personal money and have a sub-limit for the amount of cover for cash. There is a summary of cover provided during the quote process and also in the policy wording.

How do I get my insurance documents?

Allianz Global Assistance travel insurance is all online, so we do not send any policy documents in the post. When you buy a policy, we will send you an email confirming the cover you have purchased and policy documents for you to download, print and save.

Can I purchase a policy if I have already started my journey?

No, your Allianz Global Assistance policy will not be valid if you have already left on your travels.

If I have any queries, who do I contact?

Call our customer service line on 0871 200 0428 or email: [email protected]. We are available to answer queries between the hours of 9am - 5pm Monday to Friday. Please note that we are unable to give you any advice on whether this product is suitable for your needs.

Can I still claim even if I don't have receipts for all my personal possessions?

Yes. Claims without receipts will still be considered. Please be aware though that you will still be asked to provide alternative proof of ownership for the lost or stolen items. We understand that you might not be able to produce receipts for each and every item, however, we do expect that you should be able to provide some evidence of ownership for most things and particularly expensive items. Typically, the insurers may accept photographic evidence in conjunction with warranty cards, manuals, receipts, bank or credit card statements as proof of ownership.

Who do I contact in the event of a medical emergency?

Our medical emergency team is available 24 hours a day to assist you. You can reach them by calling the UK on +44 20 8686 1666 or email: [email protected].

Who do I contact to make a claim?

You can download the claim form appropriate to your circumstances by clicking on the Claims tab on the website. Alternatively you can call 020 8603 9958 (between 8am and 6pm Monday to Friday). Email: [email protected].

How am I ever going to remember all these different contact numbers?

We have made this easy for you. All the relevant contact numbers are summarised on the first page of your policy document. These can also be found by clicking the 'Contacts' tab on the website.