Q - Is it safe to put my personal details online?
A - Yes. Whenever we ask you for personal information, we do so within a secure environment and all details sent between your PC and our web site are encrypted. Why not find out more information about our security?
Q - Who are Masterpolicy?
A - MasterPolicy Insurance Brokers Limited is a firm of non-investment insurance brokers, authorised and regulated by the Financial Services Authority. Find out more about MasterPolicy Insurance Brokers. www.masterpolicy.co.uk or contact us
Q - Who are ACE?
A - The ACE Group of Companies is one of the world’s largest providers of insurance and reinsurance. Since its inception in 1985, ACE has expanded rapidly and now operates in 50 countries around the world. Find out more about ACE
Q - Can I get instant cover and policy documents - I’m travelling today?
A - No problem! As soon as your credit card details have been validated, we will confirm your cover on screen, and to the email address you have provided. You can also choose to get an SMS with cover details to your mobile. Provided you have your policy number, emergency number and claims number, you have all the basic information you need.
Q - When does my cover begin?
A - Your cover begins instantly. That way, if you have already booked some elements of your trip, you will be covered for cancellation from the moment you buy our cover.
Q - What period of cover should I choose?
A - The period of cover you need to choose is from the month your trip starts to the month it ends, NOT from the time your policy starts to the time your trip ends.
Q - Can I insure others travelling with me.
A - Online you can buy cover for you or you and your partner, please contact us for an offline quote if you are a family or group travelling together.
Q - What happens if my flight is delayed beyond the insurance period?
A - If your flight is delayed on your return journey and you do not get back into the country until after your policy has expired, your cover will continue until your airline can get you home.
Q - What if I want to return home for a while during my trip?
A - If you want to return home during your travels - say for the wedding of a close friend, or Christmas with the folks, then our compassionate return cover allows you to do this. You can suspend your cover from the moment you leave to return home, until the moment you resume your original journey. You don’t have to cancel your policy and buy a new one, and you do not need to notify us of any trip home. Please note: you will not be covered for any costs relating to either your return home or you leaving home to resume your trip.
Q - Can I extend my policy?
A - If you need to extend your cover period, please contact us. We will ask you:
- the period of extension you require
- when you will be returning to the UK
- whether you have made, or plan to make a claim
- to confirm you can make the key elements of our required declaration
Q - What if I have a medical emergency abroad?
A - You must contact ACE assistance on +44 (0) 20 7173 7798 which is available 24/7 and is manned by multi-lingual operatives.
Q - Do I have to pay medical expenses and claim them back or will you pay them directly?
A - If it’s a medical emergency and you are admitted to hospital, our emergency assistance service will guarantee the fees of the hospital and attending doctor(s) - so you don’t have to pay. In cases where the expenses are small, you may opt to pay, or be asked to pay, and claim the money back. Please talk to our emergency assistance service, unless the case is very minor, and they will decide what to do.
Q - What should I do if I require medical treatment in Australia or New Zealand?
A - Australia operates a reciprocal health agreement with the UK which requires you to enrol in Medicare to get free public hospital treatment. Medicare is Australia's equivalent of the National Health Service. If you require medical treatment in Australia you must register for treatment with Medicare. If you do not, we may reject your claim or reduce the amount we pay to you. New Zealand also operates a reciprocal agreement with the UK. As a British passport holder and UK resident, you must ensure that medical treatment in New Zealand is provided under the terms of this agreement. If you do not, we may reject your claim or reduce the amount we pay to you.
Q - What types of trip are covered by your ACE Guardian insurance?
A - We cover individuals and couples involved in overseas charity, missionary and humanitarian work. If you want cover for families or groups, please contact us.
Q - What am I not covered for?
A - We have highlighted what we believe are the most important exclusions in the FAQ’s, Key Facts document, and on the statements we ask you to confirm before you buy our cover. It is not possible for us to list everything you will not be covered for, and we strongly advise you to read the full Policy Wording. Under each section of cover you will find a list of exclusions on the right hand side of the page, and a further list of General Exclusions in Part IV towards the end of the policy wording. These sections must not be read in isolation, but within the context of the full policy wording. If you have any doubts about what is not covered, please contact us.
Q - I have a medical condition, can I be covered?
A - Before you buy a policy, we ask you to confirm that you are NOT
- receiving or on a waiting list for treatment in a hospital or nursing home
- travelling against the advice of a medically qualified doctor
- travelling for the purpose of obtaining medical treatment
- travelling after being given a terminal prognosis
- If you can confirm these and the other statements we ask you to confirm, you can buy our cover online.
Q - Will I be covered for terrorist activity?
A - Yes, ACE Guardian does not exclude cover in the event of terrorism.
Q - I am 74 but I will be 75 before my trip ends. Can I still buy ACE Guardian Insurance?
A - Yes. Your cover will automatically end when the policy finishes - unfortunately, you won’t be able to extend your cover, or buy another policy.
Q - I am under 18 - can I buy your policy?
A - If you are under 18 years old, you cannot buy cover online, please contact us for a quote offline.
Q - I am pregnant - will I be covered?
A - You will be covered for costs relating to complications in pregnancy. If you are travelling between 28 and 35 (inclusive) weeks pregnant, any Medical and Additional Expenses incurred due to complications in pregnancy will be paid provided you obtained confirmation from a doctor or midwife no earlier than 5 days before your trip began that you were fit to travel.
Q - What do you mean by the term UK resident?
A - Someone who is living in England, Scotland, Wales, or Northern Ireland and continues to live there throughout the period of insurance.
Q - I am British but my partner does not have British citizenship, can we purchase a policy to cover us as a couple?
A - Yes, provided you are both resident in the United Kingdom and your partner is your spouse or a person of either sex with whom you have been living with for at least three months as though they were your spouse.
Q - I live overseas. Can I buy travel insurance from you?
A - Only United Kingdom residents can buy insurance from this website.
Q - I am a foreign national but living in the UK. Can I buy cover from you?
A - Yes provided that you have been living in England, Scotland, Wales, Northern Ireland, Isle Of Man, or the Channel Islands for at least 3 months prior to the date cover is applied for.
Q - How can I pay?
A - You may pay online using a valid credit card or debit card.
Q - How can I make a complaint?
A - Please contact us or refer to the terms of the Policy Wording for full details how to complain.