Coronavirus Update & FAQs

We’re currently experiencing extremely high call volumes, so if you need to know more about your cover and the COVID-19 outbreak, please read more here:
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Terms & Conditions

Travel Insurance Facilities is authorised and regulated by the Financial Conduct Authority, our FRN is 306537. You can check these details on the FCA’s Register, or by visiting the FCA website, or by contacting the FCA on 0207 066 1000.

Whose products do we offer?
Our travel insurance cover is provided by the insurer:

Which service will we provide you with?

You will not receive advice or a recommendation from us. We may ask some questions to narrow down the selection of products we might offer you. You will then need to make your own choice as to how to proceed

How does our policy work?
You have two policies – the first is your Pre-travel policy which starts on the day you requested cover to commence after you paid the premium and remains in force until you leave home to start your trip. The second, your Travel policy, provides cover while you are on your trip from the time you leave home on the booked date of departure until the date of booked return. If you return home early the cover on that trip will cease on that date instead.

Accurate and relevant information
You have a duty to take reasonable care to answer questions fully and accurately, and that any information you volunteer is not misleading. This applies both when you take the policy out and at any time during the policy period. If you do not do so, we reserve the right to void your policy from inception. In the event that it becomes necessary to do this, we will give you seven days’ notice of cancellation of the policy by recorded delivery to you at your last known address.

Because an insurance policy can only provide cover in respect of accident, illness, loss or damage for an event/occurrence which is sudden, unforeseen and beyond your reasonable control, you must also tell us if you are aware of any circumstances at the time you purchase this insurance, or at any time afterwards, which could possibly result in you having to make a claim; otherwise you may not be covered. You can do this by calling: 0203 829 3875.

We reserve the right to charge an additional premium, amend the policy terms, or decline to offer cover if we feel that the information you give us changes our assessment of the risk involved.

Cancelling Your Policies
You have a ‘cooling off’ period where, should you decide that you find that the terms and conditions do not meet your requirements and provided you have not travelled or claimed on the policy, you can advise Travel Administration Facilities within 14 days of purchase for a full refund to be considered. Should you wish to cancel your policy outside of the 14 day cooling off period, and can confirm that there have been no claims on the policy and that you have not travelled, in addition to a £15 administration charge, the following cancellation terms will be applied dependant on what type of policy you have purchased.

Single Trip policies – In the event you have not travelled and are not claiming on the policy, a refund of 50% of the policy premium and any additional premium applied to your existing medical condition.

Multi Trip policies – Provided you have not made a claim (irrespective of whether your claim was successful or not) on the policy and you confirm in writing that there is no claim pending, should you chose to cancel and understand that all benefits of the policy will be cancelled, we will refund 5% of the total premium paid, for each full calendar month remaining on the policy from the date of cancellation. If you are intending to, or have claimed (irrespective of whether your claim was successful or not) we will not consider refunding any proportion of your premium.

We reserve the right to give 7 days’ notice of cancellation of this policy, without refund, by recorded delivery to you at your last known address in the event of the following circumstances; fraud, suspected fraud, misleading information or deliberate misrepresentation, or abusive behaviour to any of our staff or agents.

Protecting your information
All personal information about you will be treated as private and confidential (even when you are no longer a customer), except where the disclosure is made at your request or with your consent in relation to administering your insurance, and except where law requires us. Some or all of the information you supply to us in connection with your insurance proposal may be passed to insurance companies for underwriting, claims and premium collection purposes. Your data will be held in accordance with the Data Protection Act 1998, under which you have a right of access to see personal information about you that is held in our records, whether electronically or manually. If you have any queries, please write to The Data Manager, Travel 1nsurance Facilities, 1 Tower View, Kings Hill, West Malling, Kent, ME19 4UY.

How to claim
If you need to make a claim please contact our in-house claims handlers Travel Claims Facilities, to request a claim form on 0203 829 6761, write to Travel Claims Facilities, 1 Tower View, Kings Hill, West Malling, Kent, ME19 4UY, or you may download the appropriate claims form.

Fees and charges
We do not charge a fee for our services, however we reserve the right to do so, and if we choose to do this we will clearly show these within our quotations to you.

Protecting your money
Prior to your premium being forwarded to the insurer, and for your protection, we hold your money as an agent of the insurer (in which case your policy is treated as being paid for).

It is our intention to provide a high level of service at all times. However if you have reason to make a complaint about our service you please contact us:

If you wish to register a complaint or request a copy of our complaints procedures please contact us:

  • In writing, addressed to the tifgroup Complaints Manager, tifgroup, 1 Tower View, Kings Hill, West Malling, Kent, ME19 4UY
  • By telephone 0203 829 6604
  • By email to

If you remain dissatisfied, you may be entitled to refer your complaint to The Financial Ombudsman Service by telephone on 0207 964 0500 and further information is available at If you do decide to refer any matter to the Financial Ombudsman Service your legal rights will not be affected.

Compensation arrangements
We are covered by the Financial Conduct Compensation Scheme. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS on 0207 741 4100 or by visiting

Multi Trip Offer – 15 Month’s for the Price of 12:

Multi-Trip Travel Insurance policies purchased between 26/05/2020 to 30/06/2020 will automatically include 15 months cover for the price of 12 months. Returning Multi-Trip customers will also be sent quotations for 15month’s cover for the price of 12 during this period. The start date of your policy must be within 14 days of purchasing. The start and end date of policies will be confirmed on the Policy Schedule document. Refunds will be calculated from the start date of your policy as 5% of the total premium paid for each full month remaining on your policy, up to the first 12 months. The additional 3 months cover will not be included in the refund calculation. This offer applies to Multi Trip policies only. Offer ends: 30/06/2020. Please read your policy wordings for more information regarding the details of your cover.