Terms and Conditions
Full terms and conditions can be found on our ‘Terms of Business’ document on this page.
All policies purchased from this website are provided by Citybond Suretravel. Citybond Suretravel is a trading name of Travel Insurance Facilities Plc, which is authorised and regulated by the Financial Conduct Authority FRN No. 306537. Travel Insurance Facilities Plc is registered in England No: 3220410. Registered Office: 1 Tower View, Kings Hill, West Malling, ME19 4UY. All rights reserved.
Our Travel Insurance cover is insured by Collinson Insurance. Collinson Insurance is a trading name of Astrenska Insurance Limited who is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Their Financial Service Register Number is 202846.
These details can be checked on the Financial Services Register at: www.fca.org.uk
How to make a claim
Within your policy wording there is a section outlining how to make a claim. Each section of the policy wording will outline what information is required to support your claim. You must report all incidents that could give rise to a claim as soon as you are aware of the incident, most importantly in the event that you need emergency medical attention abroad, you should contact our 24/7 Medical Assistance Team as soon as possible on 0333 005 1098.
The policy wording will also provide you with information on what we will pay for in the event of a claim and/or the situations that are excluded from cover. Therefore, please ensure that you have read your policy wording within the 14 day cooling off period and call us on 0333 005 1097 if you have any questions or want clarity on what you are covered for.
Cooling off period
If you find that the policy you have purchased does not meet your needs and you no longer wish to be covered by the policy and you tell us within the 14 day cooling off period, we will be happy to give you a full refund providing you have not travelled, claimed or intend to claim on the policy.
Cancellation of policies
In the event that you ask us to cancel your policy after the 14 day cooling off period we may consider a partial refund providing you have not travelled, claimed or intend to claim on the policy. The refund amount will depend on the type of policy you have purchased. Please see below for more details:
- Single Trip Policies – If we agree to a refund, we will refund 75% of the total policy premium you have paid.
- Multi-Trip Policies – If we agree to a refund, we will refund a % of the total policy premium you have paid, based on the number of months the policy has been live before cancellation (please see table below)
|Number of months policy was live before cancellation
Should your medical situation change before your travel, and we are unable to continue providing cover, we will either allow you to make a claim for cancellation of your trip, or we will provide a refund based on the information above.
We reserve the right to give 7 days’ notice of cancellation of your policy, without a refund, by recorded delivery to you at your last known address in the event of the following circumstances:
- fraud or suspected fraud;
- misleading information or deliberate misrepresentation;
- abusive behavior to any of our staff, agents or partners.
If you have a question about our policies, need to declare a medical condition or make a change to your current policy, please contact:
Telephone: 0333 005 1094
How to make a complaint
Our customers and customer centricity has and will always be of paramount importance to us. If any of our customers are dissatisfied with any aspect of the policy, outcome of a claim or any assistance provided we abide by our complaints procedure to ensure you are treated fairly. If you wish to register a complaint, or request a copy of our complaints procedure please use the contact details below depending on the reason for your complaint:
If your complaint relates to the sales literature, the way in which your policy was sold to you, the medical screening service or regarding information about your policy, please contact:
Citybond Suretravel Complaints
1 Tower View, Kings Hill, West Malling, Kent, ME19 4UY
Telephone: 0333 005 1096
If your complaint relates to claims, or assistance your received whilst travelling, please contact:
Collinson Insurance Services Ltd
Sussex House, Perrymount Road, Haywards Heath, West Sussex, RH16 1DN
Telephone: 0333 333 9702
If your complaint relates to the end supplier sections of cover or claims under these sections, and you purchased your policy before 19th December 2023, please contact:
End Supplier Complaints (IPP)
Liberty Mutual Insurance Europe SE
20 Fenchurch Street, London, EC3M 3AW
Telephone: +44 (0) 203 758 0840
If your complaint has not been resolved within eight weeks or you are not satisfied with the outcome, you may be entitled to refer it to the Financial Ombudsman Service (FOS). The contact details for the FOS are:
The Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Telephone (Landline): 0800 023 4567, (Mobile): 0300 123 9123
Unless otherwise stated in the documentation we have provided to you, all quotations for new insurances are only valid for a period of 28 days from the date of issue.
You should be aware that quotations may change or be withdrawn if the information given to us or the insurer differs from that provided at the time the quotation was issued.