Fequently Asked Questions

Got a question about BigBlueCover.com? Here you'll find answers to some of more of the popular questions that we receive.

I have not received my documents

Your policy is sent to the email address you provide us. Please note that some internet providers filter out automated e-mails as SPAM so please check your SPAM/junk folder if the e-mail has not been received. If you haven’t received the certificate please email us ad admin@bigbluecover.com or call us on 0844 482 0680 to it send again.

Alternatively for a small postage charge, your documents can be sent by 1st class post.

Is it better value to take out travel insurance individually or as a couple, family or group?

bigbluecover.com offers travel insurance to all of the above variations, however we do offer discounts to families & single parent families.

Now get covered with our Single Trip Travel Insurance or Annual Multi Trip Travel Insurance.

Can we travel independently on our Couple/Family travel insurance policy?

Each adult can travel independently, but children must travel with an insured adult.

How many children can I insure on a family policy?

Up to four (4) dependent children under the age of 18.

Does bigbluecover.com offer Free Kids Travel Insurance?

Yes. bigbluecover.com offers free kids travel insurance providing there is at least one adult on the policy.

How many times can I travel on my Annual Multi trip Insurance?

You can travel as many times as you wish on your annual multi trip insurance (the area is dependant on the type of policy you have purchased. The annual insurance can be purchased for Europe, Worldwide excluding USA and Canada or Worldwide which allows you to travel anywhere in the world).

You need to take into consideration the length of time that you are travelling.  Any individual trip must not exceed 31 days, this can be extended to 45, 62 or 92 days upon payment of an additional premium. If your trip is longer than 92 days you will need to purchase a single trip policy to cover that period.

Simply add these extensions on during the ‘tailor you policy’ stage of our simple quote process.  If you already have a policy and need to upgrade to increase the maximum trip duration simply call our UK call centre 0844 482 0680.

I forgot to take travel insurance before I left the U.K can I still be covered?

Unfortunately you can not be covered if you have left the UK.

What do I need to take on holiday with me?

Please ensure that you take a copy of your certificate of insurance and a copy of the full policy wording - these documents contain important numbers that you may require whilst travelling.

Lost Passport?

You should report the loss or theft of your passports to the local police as soon as possible. You will need the crime reference details they provide for the Lost or Stolen Passport Notification form. You should also report the loss or theft to the UK Foreign and Commonwealth Office. You can obtain details of your local FCO office wherever you are by calling +44 (0) 20 7008 1500 (0870 606 1500 within the UK) or by visiting the FCO website. The FCO will issue you with replacement travel documents so that you can travel back to the UK.

What do I do in the event of my Travel Agent/Tour Operator/Airline Company going into administration?

Unfortunately there is no cover under this policy if your Travel Agent or Tour Operator go into administration, if they are an ABTA member you will can submit a claim to them for the cost of your holiday.

If you have booked each component part of your holiday separately (flight, accommodation, car hire) and one of these companies goes into administration you can put in a claim on your travel insurance policy. 

If the claim is for accommodation or car hire etc, please contact Direct Group on 0844 412 4296

What happens if my bag is stolen with all my travel documents and money whilst I am travelling?

You must report theft or losses to the police or relevant authority within 24 hours of the event and obtain a written report.  These reports are the only proof that the loss/theft did actually occur.  Without them the insurer cannot make any payment to you.  If you leave luggage and personal items unattended in a public place then the insurer cannot be held responsible for any resultant claim. You should always take reasonable care to look after your property and treat it as if it were not insured. There is no cover for cash or valuables left in an unattended vehicle at any time, even if the vehicle is locked.

Am I covered if Strike/Industrial action occurs?

If departure from or to the United Kingdom or Isle of Man is delayed  for at least 12 hours from the scheduled time of departure as a result of strike or industrial action the Insurer will compensate you as follows:

  • Travel Delay: The amount shown in the Schedule of Benefits for the first full 12 hour period of delay, up to the maximum amount shown in the Schedule of Benefits, provided always that you obtain in writing from the carrier a statement confirming the length and exact nature of the delay.
  • Abandonment: If you choose to cancel your trip following a delay of not less than 12 hours beyond the scheduled departure time (and written confirmation obtained from the carrier), the Insurer will indemnify you up to the amount shown in the Schedule of Benefits for travel, accommodation, car hire & excursions paid or contracted to be paid by you in respect of your own trip (prior to any occurrence giving rise to a claim under this section) and which are not recoverable elsewhere.
  • Transport Cancellation: Up to the amount shown in the Schedule of Benefits for the cost of a replacement ticket for each insured person in the event that the public transport on which you are booked to travel is cancelled at the final departure point from or to the United Kingdom or Isle of Man and no alternative can be provided within 12 hours of the intended departure time.

Are my glasses covered?

Yes, there is cover for glasses on our policies, they are included as valuables. However, the maximum amount that will be paid for sunglasses or prescription glasses of any kind is £150.

Geographical Limits

Does bigbluecover.com cover non UK residents?

bigbluecover.com policies are only available to residents of the UK or Isle of Man and are registered with a medical practitioner.

Am I covered to travel within the UK?

You are covered for trips in the UK providing you have at least three consecutive nights pre-booked accommodation.

What countries are covered by bigbluecover.com?

The geographical limits are:

Area 1 – The UK Area

Area 2 – Albania, Andorra, Armenia, Austria, Azerbaijan, Belarus, Belgium, Bosnia-Herzegovina, Bulgaria, Channel Islands, Croatia, Cyprus, Czech Republic, Denmark (including Faeroe Islands), Egypt, Estonia, Finland, France (including Corsica), Georgia, Germany, Gibraltar, Greece (including Greek Isles), Hungary, Iceland, Ireland, Italy (including Aeolian Islands, Sardinia, Sicily), Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Netherlands, Norway (including Jan Mayen, Svalbard Is), Poland, Portugal (including Azores, Madeira Islands), Romania, Russia (European), San Marino, Serbia/Montenegro (including Kosovo), Slovakia, Slovenia, Spain (including Balearic Islands, Canary Islands), Sweden, Switzerland, Turkey, UK Area, Ukraine, and Vatican City.

Area 3 – Worldwide (excluding the United States, Canada, Bermuda and the Caribbean)

Area 4 – All countries worldwide (including the United States, Canada, Bermuda and the Caribbean)

Can I upgrade my policy?

Yes, you can upgrade your policy at any time, except add on an Excess Waiver. Please contact one of our friendly members of staff on 0844 482 0680.

What do I do in the event of travelling to more than one country?

There are 2 options; you can purchase a single trip policy for the period you are away for, so for example if you are travelling to Spain and then France you would select the European policy. However if your going to Dubai and then stopping off in Italy for a few days, you would need to purchase Worldwide excluding USA and Canada single trip policy.

Alternatively you could purchase a Worldwide annual multi trip policy to cover trips going to multiple areas.

Which area would I need to purchase if travelling to Egypt or Turkey?

With bigbluecover.com all of these destinations are covered under our Europe.

Policy & Purchase Details

How can I purchase travel insurance from you?

You can purchase our policies online or alternatively you can call one of our friendly members of staff in our UK call centre on 0844 482 0680 and they will help you tailor a policy to suit your needs.

What is the difference between Economy, Standard and Premier Cover?

These are the different levels of cover offered under this policy. Economy offers the least cover, with the highest excess for the cheapest premium. Standard offers a wider range of cover at higher levels with a reasonable excess and is priced reasonably. Premier cover provides the widest range of cover and the highest levels of protection for you and requires you to pay the least amount of excess. As a result Premier cover is the more expensive choice.

What ages do I enter to obtain a quote?

Please enter the age at the time of purchase.

When do I start my policy from?

At the time of booking your travel arrangements to ensure you have adequate cancellation cover for that trip. 

How can I pay for my Travel Insurance?

You can pay online using our secure system where all data is encrypted. We hold your details according to the Data Protection Act 1998.

If you do not feel comfortable online then you can call one of our friendly staff in our UK call centre on 0844 482 0680 and they will help you with your policy.

We accept Visa, MasterCard, Maestro/Switch, Solo, Visa Electron, Delta and American Express.

What are my Cancellation Rights?

You have the right to cancel your policy within 14 days of the purchase providing there are no claims pending on the policy and you haven’t already travelled.

Can I change my policy once I have purchased it?

You are able to upgrade the policy to a different geographical limit, add winter sports cover, cruise cover or even extend the duration upon payment of an additional premium subject to terms and conditions. However once the policy has been purchased you are then unable to add an excess waiver to the policy.

Can I update my details?

If you need to change names and/or your address, please contact us on 0844 482 0680

Can I extend my stay whilst away?

Unfortunately, you are unable to extend your policy whilst you are away; therefore you need to ensure that you are purchasing the correct policy. However if due to unforeseen circumstances such as the flight being cancelled or delayed due to no fault of your own, the policy will be automatically extended for you.

Am I covered for Cancellation?

You are covered for the cancellation of your holiday for the reasons stated in the policy wording. You may be able to claim (subject to the policy terms and conditions) for any travel or accommodation costs that you have either already paid or are contracted to pay, that you cannot reclaim from the tour operator.

What is a policy Excess?

Most sections of the policy carry an Excess and this works exactly the same as car insurance. This is the first amount of any claim that you will have to pay. The amount may vary depending on the level of cover you have chosen. It is applicable per person per section of the policy. The Excess will be reduced to NIL (section 1 Medical Emergency & Repatriation) if you have used an EHIC (Formally E111) to reduce your medical expenses bill or paid the Excess Waiver upgrade.

How can I stop my annual multi trip policy from being automatically renewed?

If you do not wish to have your policy automatically renewed then please feel free to opt out of automatic renewal at: www.rockinsurance.com/autorenew

Eligibility

What is the Maximum Age you can insure up to?

For Single Trip policies we insure up to 74 – should you require a single trip and you are 75 or older then please contact our call centre team on 0844 482 0680 and they will help you

For Annual multi-trip policies we insure ages up to 64 - should you require an Annual multi-trip and are 65 or older then please contact our call centre team on 0844 482 0680 and they will help you

Extended Stay or Backpacker - 45 years at time of purchasing your insurance


Winter Sports - 64 years at time of purchasing your insurance

What is classed as a U.K resident?

This policy is only available to you if you are permanently a resident in the United Kingdom or the Isle of Man and registered with a medical practitioner in one of these areas.

Can non UK residents be covered under your policy?

No, only UK residents can purchase the bigbluecover.com policy.

Medical and Health

What do I do in the event of a medical emergency?

For policies purchased on 1 December 2012 or later then you should contact:

Global Response on telephone 00 44 (0) 843 658 0343 or 00 44 (0) 1293 652831

For policies purchased on 30 November 2012 or before then you should contact:

Aria Assistance on telephone 00 44 (0) 843 658 0328 or 00 44 (0) 1293 659547

Does bigbluecover.com cover Pre-existing Medical Conditions?

No - there is no cover for pre-existing medical conditions in this policy. If you do require travel insurance we will still be able to help you with alternative policie - just call our friendly team in our UK call centre on 0844 482 0680 and we will do our best to give you the medical travel insurance you require.

If cover is refused for my medical condition am I still covered?

Yes, you can still travel on the policy and will be covered for unexpected events that are not related to the declined medical condition.

How much Medical Cover does bigbluecover.com offer?

bigbluecover.com offers a range of policies to suit everyone’s needs. Our Premier policy covers up to a comprehensive £10 million for Medical Emergency and Repatriation.

Am I covered if I am Pregnant?

Yes, cover is provided for complications of pregnancy. Pregnany itself is not deemed to be an illness or pre existing medical condition. Cover will only arise if a complication of pregnancy occurs. Please refer to the meaning of words in the policy wording for the definition of complications of pregnancy. Please note that if the due date coincides with the time of travel there is no cover under this policy.

Emergencies and Claims

What do I do in an Emergency?

You mut contact the Medical Emergency team before you incur any expenses over £500. If you are unable to contact them immediately then you (or someone representing you) must contact them within 48 hours of the event.

For policies purchased on 1 December 2012 or later then you should contact:

Global Response on telephone 00 44 (0) 843 658 0343 or 00 44 (0) 1293 652831

For policies purchased on 30 November 2012 or before then you should contact:

Aria Assistance on telephone 00 44 (0) 843 658 0328 or 00 44 (0) 1293 659547

What do I do if I need medical assistance when travelling?

ou mut contact the Medical Emergency team before you incur any expenses over £500. If you are unable to contact them immediately then you (or someone representing you) must contact them within 48 hours of the event.

For policies purchased on 1 December 2012 or later then you should contact:

Global Response on telephone 00 44 (0) 843 658 0343 or 00 44 (0) 1293 652831

For policies purchased on 30 November 2012 or before then you should contact:

Aria Assistance on telephone 00 44 (0) 843 658 0328 or 00 44 (0) 1293 659547

How do I make a claim?

For policies purchased on 1 December 2012 or later then you should contact:

Global Response on telephone 00 44 (0) 843 658 0345

For policies purchased on 30 November 2012 or before then you should contact:

Aria Assistance on telephone 00 44 (0) 843 658 0327 

Please have the following detail to hand:

Your policy number
Date of purchase of your policy
Travel itinery
Country and resort you visited or intended to visit
Actual or intended travel dates
Incident date
Brief circumstances of your claim
Value of your claim

Sports & Activities – including Golf

Does bigbluecover.com cover sports?

Simple, yes. Obviously different sports have differing levels of risk, so we have split sports and activities into 4 different cover levels.

Table A you are automatically covered under regular bigbluecover.com policies (E.g. Football).

Table B (E.g. Jet Skiing) you are automatically covered under regular policies however there is no cover for Personal Accident or Personal Liability (see Policy Wording for further details – Page 9).

Table C (E.g. Rugby) offers greater risk Sports and Activities and can be added to your policy for an additional premium at the ‘tailor your policy’ section of our quote process.

Table D (E.g. Polo) offers greater risk Sports and Activities and can be added to your policy for an additional premium at the ‘tailor your policy’ section of our quote process, however there is no cover for Personal Accident and Personal Liability (see Policy Wording for full details).

What does no cover in respect of personal accident and personal liability mean?

Personal Accident - No cover will apply, if you suffer Accidental Bodily Injury during the Trip, which within 12 months is the sole and direct cause of death or disablement.

Personal Liability - No cover will apply, if in the course of a Trip you become liable for accidental bodily injury to or the death of, any person and/or accidental loss of or damage to their property.

Am I Covered for Scuba Diving?

Yes, you are covered for scuba diving at no additional premium on bigbluecover.com policies up to 30m, if you require more than 30m in depth you can do so upon payment of an additional premium. Simply add Table C Sports at the ‘tailor your policy’ stage of the quote process and be covered for Scuba Diving 30-50m.

Now get covered with our Single Trip Travel Insurance or Annual Multi Trip Travel Insurance.

Can I get Golf Cover?

bigbluecover.com offers a special Golf Insurance Cover which can be added at the ‘tailor your policy’ section of the quote process.

We offer excellent cover for your golf equipment up to £1500 and £500 per single item. So make sure you are covered with our Golf Travel Insurance.

Are my golf clubs covered?

Providing you have purchased the additional golf cover upgrade, your golf clubs are covered up to a maximum of £1500, with £500 single article limit depending on which policy you have taken out. Now get a quote for Golf Travel Insurance.

What do you describe golf equipment to be?

Golf Clubs, Golf Bags, Golf Shoes, Golf Trolley owned or hired by you. Now get a quote for Golf Travel Insurance.

Winter Sports

What age can I get winter sports cover up to?

Provided you are 64 or under, you can purchase our Winter Sports upgrade at the tailor your policy stage of our quote process. Now get a quote for Winter Sports Travel Insurance.

What activities are covered for winter sports?

Provided you have paid the Winter Sports upgrade, you are covered for: ski equipment, piste closure, avalanche cover and ski pass cover

Activities covered are:
Guided cross country skiing
Mono skiing
Off-piste skiing or snow-boarding (in areas designated safe by resort management)
Recreational racing
Skiing
Snow-boarding
Snow sledging

Now get a quote for Winter Sports Travel Insurance.

What activities are not covered?

Freestyle skiing
Heli-skiing
Ice hockey
Luging
Off-piste skiing or snowboarding (in areas designated as unsafe by resort management)
Off-piste skiing or snowboarding (where there is an avalance warning in place)
Parapenting
Ski acrobatics and stunting
Ski bob racing
Ski-doing
Ski flying
Ski jumping
Ski racing or training
Skeleton/bobsleigh
Snow mobiling
Tobogganing

How many days winter sports cover do I have?

On a single trip policy you will have cover for the duration of your trip if you have paid for the winter sports cover option.

On an annual policy you will have up to 17 consecutive days winter sports cover if you have paid for the winter sports cover option.

Now get a quote for Winter Sports Travel Insurance.

Am I covered for off-piste skiing?

Yes in areas that are designated safe by resort management.
Now get a quote for Winter Sports Travel Insurance.

Am I covered if my skis/snowboard goes missing in transit?

Yes provided you have paid the additional winter sports premium, up to the amount outlined in your policy wording.
Now get a quote for Winter Sports Travel Insurance.

Am I covered for piste closure, avalanche or landslide and loss or theft of my ski pass?

Yes provided you have paid the additional winter sports premium, to the amounts outlined in your policy wording.
Now get a quote for Winter Sports Travel Insurance.

Backpacker, Business

What’s the longest duration I can get business cover for?

Providing you have paid the additional premium, cover is available for up to 31 days.  It is NOT available on economy or extended stay policies. 
Now get a quote for Business Travel Insurance.

Am I covered for business equipment and what is the definition of business equipment?

Yes, if you have taken out our business travel insurance.

Business equipment relates to communication devices and other business related equipment that is carried by you in the course of your business.  It incorporates business goods or samples, presentation materials, packaging/cases, technical materials/equipment directly associated with your trade or profession. 
Now get a quote for Business Travel Insurance.

Cover to suit you

Economy – offers a lower level of cancellation and personal belongings cover.

Standard – up to £2,000 cancellation and £1,500 for personal possessions.

Premier – the highest level of cover we offer. Including up to £5,000 for cancellation, £10 million medical expenses and £2,000 for personal belongings.

Great Value

BigBlueCover has a range of policies to suit all types of holidays - every policy covers a wide range of sporting activities as standard.

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