Get help understanding your policy
Cancellation, upgrades & contact information
Destinations, eligibility, policy benefits
Cancel automatic renewal
Emergency assistance whilst abroad
Pre-existing medical conditions
Activities covered, cruise & winter sports
Learn how to raise a concern
Need to make a claim? Find out how
Cover for your gadgets
Find out what you are covered for
Your policy is sent to you automatically by email right after you buy your policy. It’s worth checking your junk or spam folder.
If it’s not there, please contact our customer service department on 01293 855 960 to ascertain that your email address is correct and they will re-send to you. Alternatively, please get in touch via email at [email protected]
To contact our customer services team please call us on 01293 855 960
We are open :
Monday to Friday – 8:30am to 6pm
Saturday – 9am to 5pm
Sunday & Bank Holidays – Closed.
You are free to cancel this policy at any time. If you wish to cancel within 14 days of the policy purchase date or the receipt of the policy documents whichever is the later, you may do so by contacting us on 01293 855 960 or email us at [email protected] or writing to us for a full refund providing you have not travelled and no claim has been made.
Depending on when you cancel your policy, the following premium refunds will be made:
Yes, if you want to upgrade your level of cover or upgrade your Single Trip policy to Annual Multi-Trip cover, we can help you with that. You can also upgrade your policy to a different geographical limit, add winter sports cover or cruise cover upon payment of additional premium subject to terms and conditions.
However once the policy has been purchased you are unable to downgrade cover, add an excess waiver or gadget cover to the policy.
Speak to a member of our team on 01293 855 960.
If you hold a Single Trip policy, you can extend your policy whilst abroad. Simply contact us at 01293 855 960 to make the necessary arrangements.
For Annual Multi-trip policies, extensions are not available while you’re away. However, both Single Trip and Annual Multi-trip policies will automatically extend if you need to extend your trip due to unforeseen reasons, such as your return flight being cancelled, or if you fall ill and have to stay in hospital (provided the illness or injury is covered by your policy).
You can find full information about how we collect, store and use our customer data in our privacy policy. This explains what your rights are under General Data Protection Regulation (GDPR).
The excess is the amount you pay when you make a claim which is set out in the table of benefits.
Where a claim is made for the same incident only one excess will apply per trip, per insured person (max 2).
If you use a Reciprocal Health Arrangement, any other arrangement with another country or private medical insurance to reduce your medical expenses, you won’t have to pay an excess.
Yes, our Annual Multi Trip policies have an upper age limit of 75, however we offer Single Trip policies for customers up to the age of 85.
An Annual Travel Insurance policy covers you for an unlimited amount of trips abroad throughout the year.
The maximum length of these trips is 31 Days.
Pregnancy is not a medical condition, however if there are complications during pregnancy these are covered.
For full details of pregnancy complications please refer to your policy booklet.
Our travel insurance offers cover for trips globally: from Europe to America, Africa to Asia. If you’re not entirely sure where your holiday destination falls under, then this is easily found out by simply by entering the name of the country into the travelling to box, or selecting either European or Worldwide regions.
United Kingdom
England, Scotland, Wales, Northern Ireland, the Channel Islands and the Isle of Man.
Europe
Albania, Andorra, Austria, the Azores, Belarus, Belgium, Bosnia Herzegovina, Bulgaria, the Channel Islands, Croatia, the Czech Republic, Cyprus, Greece (including the Greek Islands, Denmark, Egypt, Estonia, the Faroe Islands, Finland (including Lapland), France, Gibraltar, Germany, Hungary, Iceland, Ireland (Republic), the Isle of Man, Israel, Italy, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Moldova, Monaco, Montenegro, Morocco, the Netherlands, North Macedonia, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain (including the Balearic Islands and the Canary Islands, Sweden, Switzerland, Tunisia,Turkey, Ukraine and the Vatican City.
Worldwide excluding USA, Canada, Mexico and the Caribbean
Worldwide including USA, Canada, Mexico and the Caribbean
Single Trip – No Requirements
Annual Multi-Trip – Where you have selected an Annual Multi-trip policy your policy is valid for UK travel where you have at least 2 nights pre-booked accommodation or pre-booked transport at least 50 miles from your home, or travelling abroad where the trip starts and finishes in your home area
Depending on which country or countries you’re visiting, you can select one of the following regions on the drop down menu:
United Kingdom
Europe
Worldwide – excluding USA, Canada or the Caribbean
Worldwide – including USA, Canada or the Caribbean
Please check the Travel Advice Unit of the Foreign, Commonwealth & Development Office (FCDO) before your trip here.
Travel insurance provides benefits over and above the medical treatment costs that are covered by the Global Health Insurance Card (GHIC).
Our policies are only available to residents of the United Kingdom, Channel Islands or Isle of Man that are registered with a medical practitioner.
People that reside in the UK and that they are registered with a GP in the UK.
Unfortunately not. You must be a permanent resident of the UK to be eligible to purchase travel insurance from us. Your trip must also start and finish in the UK too.
All limits are per insured person apart from Legal & Liability which are per policy.
If you do not wish to have your Annual Multi-Trip policy renewed please call us on 01293 855 960 or email [email protected].
We will contact you by email at least 21 days before the end of your insurance period. If you still meet our eligibility criteria, we will seek to automatically renew your policy, including any optional covers you have selected, by using the latest details you provided to us.
You will be provided with a renewal invitation which you should check to ensure all your details are still correct and relevant. Your renewal invitation will have information on how you can make changes to your details or tell us if you do not wish to renew your insurance before your renewal date.
Please call our 24/7 Emergency Assistance Team:
24/7 Assistance – 0204 517 9889 If you are calling from outside of the UK – +44 (0) 204 517 9889
Unfortunately, you cannot be covered if you have already left the UK.
This is not a private health insurance policy. The Insurer will pay for private treatment only if there is no appropriate reciprocal health agreement in existence and no public service available and the Insurer reserves the right to organise a transfer from a private medical facility to a public medical facility where appropriate.
If you are taken/or go to a private medical facility, costs that arise will only be covered if you have contacted the emergency medical assistance company and any treatment has been authorised by them.
Firstly, please check your Policy Certificate and Policy Wording to see what’s covered under the Loss of Passport benefit of your policy.
You may be covered for the cost of obtaining an emergency travel document from the Foreign, Commonwealth and Development Office (FCDO), along with travel and accommodation costs if you need to travel to get them. Please note however, that you will not be covered for the cost of the document itself.
Here’s what to do:
Report the loss or theft of your passport to the local police as soon as possible. You will need to obtain the crime reference details they provide for the Lost or Stolen Passport Notification form.
Next, to get the ball rolling with replacement documents, you will need to report your passport as lost or stolen on the FCDO website, or alternatively, give them a call on +44 (0) 20 7008 1500. They’ll let you know where your local FCDO office is to collect your emergency travel document and how long it’s likely to take. You will need to pay for the document and claim it back from us once you’re back in the UK.
If you need to travel to collect your replacement document, remember to keep all receipts for travel and accommodation.
Once you’re home, please get in touch with our Claims team.
Firstly, check your Policy Certificate to see what’s covered, along with your Policy Wording.
To make a claim for your bag and its contents, you’ll need to obtain a written report from the police or relevant authority within 24 hours of it happening. This is essential to make a claim – without it the claims team cannot make any payment to you.
If you’ve lost money, please also keep receipts for any cash withdrawal you’ve made following the loss.
Once you’re back in the UK, please contact the Claims team.
All of our policies include airport lounge access for scheduled flight delays over 2 hours. So, if you’re facing a delay of over 2 hours, please call +44 (0)2380 177466 (open 24 hours), quoting your Policy Number and flight details. We’ll check availability and can send an airport lounge voucher to you via SMS.
Terms and conditions apply – for instance, the 2 hour delay must be announced in one go, not as a series of shorter delays. So please check your policy wording for full details.
If you haven’t claimed for the airport lounge benefit and your departure from the UK is delayed by 24 hours or more due to strike or industrial action, you will be covered for Travel Delay. This pays you up to the amount listed on your policy certificate for each 24 hour period of delay.
If you choose to abandon your trip after 24 hours delay, you can also claim under the Abandonment section of your policy. This will cover non-refundable travel and accommodation costs you’ve paid for your trip.
To claim, please make sure you obtain written confirmation of the delay from your airline or carrier.
Any of the following medical conditions from which you or any person to be covered by the policy have suffered from or received medical advice, treatment (including surgery, tests, investigations by your doctor/consultant/specialist) or prescribed drugs or medication in the last five years:
And/or
When applying for travel insurance with pre-existing medical conditions you have to complete a medical screening, either online or over the phone. This is simply a set of questions related to the condition of your health, designed to ascertain the type and severity or risk of the pre-existing medical condition you have.
Yes. If you have a pre-existing medical condition you will need to contact the Medical Screening team to declare your conditions. You can contact them on :
Medical Screening – 01293 855 960
Your pre-existing medical conditions will not be covered unless you have declared all conditions, received acceptance of this in writing, and paid an additional premium (where applicable).
If you have purchased Bronze, Silver or Gold cover then your policy can be extended to include Cruise Cover which includes missed port departure, itinerary change, cabin confinement and unused excursions, subject to terms and conditions. If you have purchased this cover it will be shown on your policy schedule.
Yes, you are covered for scuba diving up to a depth of 18 metres at no extra cost on our policies.
You can be covered for winter sports up to age 65 with our policies.
Please check your policy wording for a full list of winter sports activities that are covered if you have paid the additional Winter Sports premium.
If you are participating in a sport or activity that you do not see listed in the policy wording then please contact us on 01293 855 960.
Single Trip policies: If you include Winter Sports cover on our single trip policies, you’re covered to hit the slopes every day of your trip.
Annual Multi-Trip policies: Adding Winter Sports cover to Annual travel insurance will cover you for a maximum 17 days per year. These are the total number of days for your winter sports trip(s), rather than the number of days you’re on the slopes.
Yes, when you add Winter Sports to your policy it will cover you both on-piste and off-piste, provided you’re within local ski patrol guidelines or within recognised and authorised areas.
Yes, if your ski or snowboard equipment is delayed by at least 12 hours, we’ll cover you for the cost of hiring replacements until yours turn up.
If you need to make a claim – contact your airline to obtain a property irregularity report, and keep all receipts from the rental shop. You can then submit your claim once you’re back in the UK.
You can contact us at [email protected], or send your complaint via post to:.
The Compliance Manager
ROCK Insurance Group
Griffin House
135 High Street
Crawley
West Sussex
RH0 1DQ
For complaints about how an assistance case or claim has been handled please contact:.
The Complaint Team
AXA Partners
The Quadrangle
106-118 Station Road
Redhill
RH1 1PR
Phone us: 02045 179 880
If you are still unhappy about our service, you can contact the Financial Ombudsman Service:
Financial Ombudsman Service Exchange Tower
Harbour Exchange Square
London
E14 9SR
We aim to deal with any complaint within 24 hours of receipt however we guarantee that you will be contacted by written or verbal communication within 5 days of receipt of your complaint. This will either be a response to your complaint or if we are not able to respond at this time we will inform you of who is handling your complaint, and explain why we are unable to respond at this time. If after 4 weeks, we have still unable to resolve your complaint you will receive a further letter informing you of our progress.
If after a further 4 weeks we are still unable to resolve your complaint you will receive a letter explaining why we cannot respond to your complaint. We will indicate when we expect to respond and will provide details of your right to refer your complaint to:
The Financial Ombudsman Service,
Exchange Tower,
London E14 9SR.
Tel: 0800 023 4 567.
Your statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority, Trading Standards Service or Citizens Advice Bureau.
To make a claim for all sections except Section 9 (Gadget cover) –
Please call 0204 517 9889
or go online rock.leisureguard.uk.axa.travel
To make a claim for Section 9 (Gadget cover) –
Please call: 0330 053 1836
or go online www.eclaimcity.co.uk
Gadget Travel Insurance is designed to cover personal (portable) electronic gadgets and communication devices you carry with you on holiday subject to a maximum age of 5 years of age and laptops up to a maximum of 18 months old.
Accidental Loss, Theft, Mechanical Breakdown (excluding Laptops) and Damage.
Yes, Your policy will cover you subject to the terms and conditions, if you need to cancel your trip because:
You or a close relative are diagnosed with or have contracted COVID-19.
or You are required to self-isolate, subject to a positive test result/confirmation from a GP, or notification from the Track & Trace system and if someone you were due to travel with or stay with on your trip needs to self-isolate.
Yes, cover is provided if you or your travel companion are denied boarding following either a COVID-19 diagnosis with an NHS or other government official test or receiving a temperature test reading or other medical test which falls outside of the transport provider’s terms of travel.
Yes you are covered, If you contract coronavirus whilst on your trip, we will pay up (to the amount shown in the summary of cover) for costs incurred outside your home country that have been authorised by the emergency assistance company.
Yes, if you develop COVID-19 whilst abroad your policy will cover you for emergency medical treatment, repatriation and other expenses and additional transport and accommodation if you are unable to return home as planned.
Yes. This would be covered under medical expenses section of the policy. If medically necessary we will also arrange for you to be brought back home.
This is providing you aren’t travelling against the advice of Foreign, Commonwealth & Development Office (FCDO) or another regulatory authority.
Yes, you are covered, provided that when you set off for your trip to this destination, there were no travel restrictions or advice against travel issued by the FCDO or any other regulatory authority.
If the advice changed during the course of your travel, your coverage will remain valid as long as the trip began under conditions where travel was permitted. We recommend staying informed about updates to travel advisories to ensure safety during your journey.
No. We understand how this can make your trip less enjoyable and means you may incur additional costs, but unfortunately this wouldn’t be covered – as it’s still your choice whether to go or not. It’s usually worth speaking to your tour operator or travel provider to see if they can move your dates.
No you are not covered, if you are unable to travel because the government/or another regulatory authority have imposed restrictions, including national lockdown or regional quarantine.
No. If this happens, please contact your tour operator or travel provider for assistance.
If you can’t find the answer to your question in these FAQs, please contact us on 01293 855 960 or by email at [email protected].
Our travel experts will source your perfect holiday, from a package holiday to a bespoke tailor-made trip. ABTA, ATOL & CLIA protected.
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© Copyright 2025 Leisure World Developments Ltd.
Leisure Guard Group and Leisure Guard Insurance Services are trading styles of Leisure World Developments Ltd. Leisure World Developments Ltd is authorised and regulated by the Financial Conduct Authority (FCA), under FCA number 927718.
Leisure Guard Travel Insurance is arranged and administered by ROCK Insurance Group. ROCK Insurance Group is a trading style of Rock Insurance Services Limited who is authorised and regulated by the Financial Conduct Authority (FCA No. 300317).
*Prices based on an individual aged 18-35 travelling to Europe and include Insurance Premium Tax (IPT) at the applicable rate.