FlexPlus travel insurance
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Travelling with medical conditions
Pre-existing medical conditions you need to tell us about
This travel insurance is designed to cover the costs of cancellation, emergency medical treatment abroad and getting home, if any insured person becomes suddenly and unexpectedly ill or injured, due to a new illness, injury or disease.
Medical conditions that an insured person already has or had, are not all covered automatically, and a pre-existing conditions upgrade may be needed. Please see below to find out exactly what you need to tell us about and when you need to tell us.
What you need to tell us about
You need to let us know about every diagnosed illness, injury or disease where in the 12 months before opening your account or booking a trip (whichever is later) any of the following points apply.
An insured person has:
- been prescribed medication, including newly prescribed or repeat medication. This includes medication designed to control symptoms of a medical condition
- had any medical treatment, investigations or tests, or is waiting for any of those
- been referred to, is under the care of, or has had an appointment with a specialist or consultant
- been admitted to hospital or had surgery.
If an insured person has any diagnosed medical conditions that don't meet the above criteria, you don't need to tell us about them, and they are covered without the need for a pre-existing conditions upgrade.
When you need to tell us
To make sure you're covered for cancellation before your trip, as well as for cover during your trip, you need to tell us:
- when you open your FlexPlus account. If you already have a trip booked, tell us as soon as you can to see if we can provide cover for your pre-existing conditions
- before booking any new trip
It's very important to make sure you’re covered for your pre-existing medical conditions. If you’re not and a trip had to be cancelled because of one of these conditions, we would not pay the cancellation costs for any insured person. The cost of emergency medical treatment abroad and getting back home can be extremely expensive and could have serious financial implications for you if you were to travel without the right cover and have to pay the costs yourself.
For more information about pre-existing medical conditions, please read the ‘Your health’ section of the policy booklet (PDF 451 KB).
How does the pre-existing conditions upgrade work
- If anyone insured under your policy has a pre-existing medical condition that meets the criteria above, you can get a quote for an upgrade. It's essential that all conditions are declared as an incomplete upgrade may result in a claim not being paid.
- You'll be asked some questions about each condition. Once the information has been assessed, a decision will be made for each person on whether we can provide cover or not.
- If we can provide cover, we'll let you know whether or not there'll be an additional cost. You can then choose if you want to add the upgrade to your policy.
- The upgrade will last for 12 months, and the expiry date will be shown on the upgrade schedule that you'll get.
- During the 12 months you don't need to tell us about changes to the health of the insured people covered, as we'll provide cover for changes in the conditions you've already told us about, or any new diagnoses until the upgrade ends.
- We'll contact you in writing at least 21 days before the end date on your upgrade schedule. To see if we can continue cover (including for any trips you've already booked), you'll need to complete a new medical assessment. This is because we know your health changes over time, keeping your details updated annually means we can provide you with an accurate quote for the cover you need.
Adding your pre-existing medical conditions
1. Before you start your quote
Make sure you have enough time to tell us about your medical conditions as it could take anything from 30 seconds to 20 minutes depending on the number of conditions you need to tell us about.
You will need to know what conditions have been diagnosed for each insured person you need to get a quote for, you may find it easier if they are with you as you go through the quote.
If you need to check any information, you can save your quote and come back to it later.
2. Log in (or register) to your account
You can use the link below to log in, if you need to register for an account you will need your FlexPlus account number and sort code so make sure you have this to hand before you start.
3. Starting your quote
Click on ‘Tell us about pre-existing medical conditions’. We will ask you a few questions to check whether the upgrade is right for you.
If you already have an upgrade and need to add someone new, click on ‘Add someone else’.
4. Answer the questions
We’ll start by asking you who has pre-existing conditions to declare, and we’ll explain what you need to tell us about.
We’ll then ask you specific questions about each pre-existing medical condition that you tell us about.
Once you have finished telling us about pre-existing medical conditions for each person we will let you know if we can cover them and whether there is a cost for the cover
5. Finishing up
If you’re happy with the cover we’re offering, and you’d like to take the upgrade just choose how you want to receive your documents – we’ll always store a copy on-line in your account, but if you prefer paper we can send them to you in the post.
When you’re ready to pay simply click on ‘continue’ to get to the payment screens.
For some minor conditions there may be no charge applied – if this is the case it’s important that you click on ‘activate cover’ to ensure that your cover is in place.
Once you’re done your documents will be available to view on-line in a couple of hours, if you’ve requested paper they will be with you in 10 days
Trip upgrades
When do I need to upgrade?
The best time to buy an upgrade is when you book a trip. Our upgrades are designed to cover an individual trip so you may need to buy one for each trip that you book.
When you book a trip you should check that FlexPlus provides the right level of cover for you by checking the limits in the policy booklet (PDF 451 KB).
Things to consider
You should consider buying an upgrade if:
Longer trip upgrade
If anyone insured by this policy is planning a trip which will last longer than 31 days, this upgrade will provide cover for the entire duration of the trip up to a maximum of 120 days.
The upgrade is not available for Winter Sports holidays.
This upgrade covers one single trip, you will need to buy one for each trip that exceeds 31 days.
Cancelling or coming home early upgrade
The most we’ll cover for trip costs under ‘A. Cancelling or coming home early’ and the ‘Travel Disruption’ section in ‘C. Unexpected costs’ is £5,000 per person. If you or anyone covered by this policy are planning a trip and want to increase this limit you can upgrade to a maximum of £7,500 or £10,000 per person.
This upgrade covers one single trip, you will need to buy one for each trip that you need an upgrade for.
If you have to cancel your trip or come home early, you will only be covered for up to £5,000 per insured person unless you have purchased this upgrade.
Extended cruise upgrade
If you have booked a cruise, this policy covers you as standard, including claims for cancellation and medical emergency. This upgrade provides additional cover for:
- Additional travel and accommodation costs to get you to the next port if you miss the departure of your vessel due to emergency medical treatment or an excursion delay
- Cancellation by the cruise operator of a scheduled port stop
- Higher benefit limit for your belongings, confinement to accommodation and emergency travel document expenses.
This upgrade covers one single trip, you will need to buy one for each trip that you need an upgrade for.
Getting a trip upgrade
1. Before you start your quote
We’ll ask you a few questions about your trip – make sure you have your travel dates and names and dates of birth for any other insured persons travelling with you.
If you need to check any information, you can save your quote and come back to it later.
2. Log in (or register) to your account
You can use the link below to log in, if you need to register for an account you will need your FlexPlus account number and sort code so make sure you have this to hand before you start.
3. Starting your quote
Click on ‘Get a single trip quote’. We’ll give you some information about the upgrades which are available and check whether we can cover you
If you already have an upgrade for your trip and need to change the details, click on ‘Edit trip’.
4. Answer the questions
We’ll need to know the start and end dates – remember, the start date should be the date you leave your home address and the end date should be the day you get back to your home.
We’ll ask you where you are going and who is travelling with you and check what cover you need for your trip
Once you have finished telling us about your trip we will let you know if we can cover it and how much the cover will cost.
5. Finishing up
If you’re happy with the cover we’re offering, and you’d like to take the upgrade just choose how you want to receive your documents – we’ll always store a copy on-line in your account, but if you prefer paper we can send them to you in the post.
When you’re ready to pay simply click on ‘continue’ to get to the payment screens.
Once you’re done your documents will be available to view on-line in a couple of hours, if you’ve requested paper they will be with you in 10 days.
Keep your policy close wherever you want
Once you’ve registered your account simply log in:
- to purchase an upgrade
- to make changes to an upgrade
- to view your documents
Frequently asked questions
Why is my insurance cover changing to Aviva?
When is my insurance cover changing?
Do I need to tell you about my medical conditions/treatments?
I’m Having difficulty registering or logging in
Get support straightaway
- Our online assistant is the quickest way to get in touch.
- It can anwser questions about your policy.
- If you need to call, it gets you to the right phone number.
Help with your policy
You can tailor your insurance to cover the specifics of your trip by choosing from our optional extras.
Make a claim online – it's easy
If it's not an emergency, the easiest way to start your claim is online. Make sure you have these ready before you start:
- Your personal details, plus details of anyone else claiming on this policy
- Details about your trip, for example, date of travel, airline, (if it's relevant)
- Details of travel bookings or purchase receipts
Request proof of insurance
Log in to request proof of insurance or to view the documents that specific to you.
- Get proof of insurance
- Check your upgrade schedule if you have taken one
- Mid term amendment schedule.
View your policy documents
You can retrieve your policy documents instantly from nationwide to view straight away.
Claims
Medical emergencies (UK and abroad)
01603 605 159
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Travel assistant (UK)
0345 030 8028
Travel assistant (abroad)
01603 603 467
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