FAQs

Here you will find some frequently asked questions regarding RAC Travel Insurance. If your question isn’t listed here, please refer to your Insurance Product Information Document or Policy Wording documents. If you are still unable to answer your question please call our Customer Services team on 0330 159 0409**.

RAC Travel Insurance is underwritten by ERV UK. ERV UK provides travel insurance underwriting services in Great Britain, and is part of the ERV Group. ERV, or Europäische Reiseversicherung, translates in English to “European Travel Insurance”. ERV UK is the UK branch of Europäische Reiseversicherung A.G. Munich an ERGO Group company (www.ergo.com). ERGO is part of the Munich Re Group (www.munichre.com), one of the world’s largest Reinsurers which dates back over 135 years***.

Q. When will my cover start?
Your insurance cover will start from the date you have specified when purchasing your policy. This will be displayed on your RAC Travel Insurance Policy Schedule. Please make sure that you check this to ensure that it is correct.
Q. Can I buy RAC Travel Insurance if I live overseas?
No, only UK residents can purchase travel insurance from RAC.
Q. What is meant by the term UK resident?
This means that you must be living in England, Scotland, Wales, Northern Ireland, the Isle of Man and the Channel Islands, be registered with a medical practitioner and continue to live there throughout the period of insurance cover.
Q. What cover choices do I have?

Orange Cover is the lowest priced policy that we offer. It will cover your medical expenses (up to £10,000,000) should you have an accident or become ill whilst abroad. It also covers in the event of cancellation or curtailment of your trip, replacing travel documents or passports, personal liability and missed departures.

Further information can be found in the Policy Wording.

Silver Cover has all the benefits of the Orange Cover but with higher benefit levels for most sections and lower excesses. Silver cover also covers for Hijacking and End Supplier Failure.

Further information can be found in the Policy Wording.

Black Cover provides insurance against everything in our Silver Cover but has increased benefits for a number of sections and lower excess payments should you need to make a claim.

Further information can be found in the Policy Wording.

Important information: Please ensure you have carefully read through the benefits and the exclusions when selecting your insurance cover. It is essential that you select the appropriate cover for your individual circumstances and type of holiday. RAC Travel Insurance cannot advise you on the cover to purchase, but we suggest that you consider the impact should you fall ill or get injured whilst abroad and also the value of your personal belongings.

The level of cover you choose (Orange, Silver or Black) will be clearly detailed in your policy documentation. This will be sent to you after purchasing your insurance.

Q. What is a policy excess?
This is the amount of money you will be required to pay in the event of a claim. Please ensure you understand the different excess amounts payable on the different cover options. You will find the excess levels in the Policy Wording section of this website.
Q. What does exclusion mean?
An exclusion is something that is not covered under the insurance policy. As with all insurance, this policy has benefits, exclusions, and conditions. You should review the Insurance Product Information Document in full before you buy to ensure it meets your needs. For full details of the policy coverage you must refer to the Policy Wording.
Q. I’m travelling today. Can I get cover immediately?
Yes. Once you have confirmed your card details and you have completed all the steps in the process you will be covered to travel. You will see a confirmation page online and will also be sent the policy documents to the email address you entered during the application process.
Q. What do I do if I need to make a claim?
The telephone number and postal address for the Claims Department can be found in your Policy Wording. Make sure you have your policy reference number when you contact the claims team.
Q. What if I need to make a claim whilst I am abroad?

Emergency Medical Assistance (for UK outpatients) +44 (0)1403 289 148

Emergency Medical Assistance (for North American outpatients)

If in the USA or Canada + 1 844 780 0663 or Mexico, please call + 00 1 819 780 0662

Q. Do I have to take my insurance documents with me on holiday?

We suggest that you take all of your insurance documents with you when you travel in case they are needed whilst you are abroad. Alternatively, if you have internet access abroad you may be able to view your documents if you have received them by email. It is, however, sufficient to just take the important telephone numbers and your policy reference number.

 
Q. I am British but my partner does not have British citizenship, can we purchase a policy to cover us as a couple?
Yes, provided you are both permanently resident in the United Kingdom and registered with a general practitioner in the United Kingdom.
Q. I am under 18 years of age - am I able to purchase this travel insurance?

No, policyholders must be at least 18 years of age and children aged 17 or under are only covered when travelling with an adult covered under the same policy.

Q. I am over 69 - can I take out a policy?

Our single trip policies have no upper age limit and annual multi trip policies have an upper age limit of 80 years.

Q. How can I pay for the insurance?
You can buy our insurance online through our secure payment system or over the telephone using a credit card or debit card.
Q. Can I cancel my policy after I have paid?

You are free to cancel your policy at any time. If you wish to cancel within 14 days of receipt of the policy documents, you may do so by contacting us for a full refund providing you have not travelled and no claim has been made.

If you cancel after the first 14 days of receipt of the documents, no premium refund will be made.

See General Conditions applicable to the whole policy in the policy wording for full details.

Q. Can RAC Travel Insurance cancel my cover?

If you do not comply with the Policy Conditions, RAC Travel Insurance have the right to cancel your policy or refuse to deal with any relevant claims or reduce the amount of any relevant claim payments.

See General Conditions applicable to the whole policy in the policy wording for full details.

 
Q. Does the travel insurance cost the same whether I purchase online or by telephone?

Yes. It is the same cost whether you purchase online or over the phone.

Q. I am going to live abroad and will not return to the United Kingdom. Can I buy an Annual Multi-Trip travel insurance policy?

RAC Travel Insurance policies do not cover single direction trips, and do not cover you if you are not a permanent resident in the UK. Trips must begin and end in the United Kingdom.

Q. I am starting my journey from another country, but returning to the United Kingdom after 28 days. Can I buy RAC Travel Insurance?

In this instance you will not be able to buy RAC Travel Insurance for your trip. Trips must begin and end in the United Kingdom.

 
Q. What if I need to make a complaint?
If you are unhappy with any part of the service provided by RAC Travel Insurance, please contact our Customer Services team on 0330 159 0409.

If you are not content with your final response from us and if you are still not satisfied you can contact the Financial Ombudsman Service:

Address:
Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR
Phone: 0800 023 4567 or 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk
Q. Is it safe to purchase this travel insurance online?

Yes. Whenever we ask for personal information we do this within a secure environment and all details sent from you to the RAC website are encrypted. We will not pass on any of your data to third parties or for marketing emails unless you have given us permission to do so.

Q. What happens if I fall ill or injure myself abroad?

If you are hospitalised, require specialist treatment, test, scans or repatriating to the UK you will need to contact Emergency Medical Assistance on +44 (0)1403 289 148

If in the USA or Canada + 1 844 780 0663 or Mexico, please call + 00819 780 0662

Q. How are medical expenses arranged?

Emergency medical assistance from abroad

If anyone insured under your travel policy has an illness, injury or accident requiring emergency medical treatment resulting in you needing to make a claim, you need to call our emergency medical helpline on +44 (0)1403 289 148, if in the USA or Canada + 1 844 780 0663 or Mexico, please call + 00 1 819 780 0662

Our highly experienced multi-lingual team are available to talk 24 hours a day, to advise you or your travelling companion of what steps to take. Their aim will always be to establish the best treatment available to you in the country you are visiting.

Important note: it may affect your claim if you, your travelling companion or a doctor/nurse does not contact us on the number above. We do not cover any costs over £500 where prior agreement regarding treatment has not been obtained from the Medical Assistance Helpline.

We actively monitor the capabilities of medical facilities throughout the world and use this knowledge to determine whether you need to be transferred to a different facility. Once we are satisfied that you are getting the appropriate treatment, we will agree a treatment plan with your treating doctor and you. If you cannot be

discharged in time to continue your trip as planned, we will make arrangements to bring you home at the appropriate time.

Ensure you keep ALL receipts 

 
Q. What should I do if I require medical treatment in Australia?

Details of how to enrol and the free treatment available can be found online at http://www.dh.gov.uk/travellers.

If you are admitted to hospital you should contact the Emergency Medical Assistance Service as soon as possible for any treatment not available under MEDICARE.

Q. What am I not covered for?

All the important exclusions relating to this policy will be detailed in the Insurance Product Information Document and Policy Wording and in the statements that you answer and confirm when you buy the cover.

It is recommended that you read the Policy Wording in full where you will find a list of exclusions under the section ‘What is not covered’ as well as the general exclusions. These sections must not be read in isolation, but within the context of the full Policy Wording.

If you are unsure about whether or not you are covered for something in particular you should contact our Customer Service team on 0330 159 0409**.

Q. Can I amend my policy?

If you need to amend any of your personal details, add people to the policy, increase the cover or add extra options such as winter sports cover, you will need to contact us to get an updated policy. 

Please call Customer Services on 0330 159 0409** to amend or update your policy.

Q. Do the limits for each policy apply per person or per policy?

Each of you are covered separately up to the limits shown in the policy summary and policy wording. The policy limits apply in the same way as they would if you had each taken separate policies.

Please call Customer Services on 0330 159 0409** to amend or update your policy.

Q. I don’t know which policy to purchase: a Single Trip or Annual Multi-Trip policy?
If you are only planning to travel once in a year then a Single Trip policy could be more appropriate for you. However, if you are planning to go on holiday more than once in a year then an Annual Multi-Trip policy could be more cost effective and also save you having to take out a new policy each time you travel.

You should ensure that each of the holidays you are planning will be covered by the policy you have selected.
Q. If I buy the Annual Multi-Trip policy, how many days am I covered for during the year?

Single Trip Cover

The maximum duration for any one trip is 94 days. There is no upper age limit for Single Trip cover.

Annual Multi Trip Cover

The maximum duration of any one trip is 62 days for Orange and Silver cover, and 92 days for Black cover. The upper age limit for Annual Multi Trip cover is 80 years at the start date of the policy.

 
Q. What happens if my journey home is delayed and my policy expires in that time?
If you are unable to travel home as a result of an insured peril as defined in your Policy Wording your cover will continue until you are able to return to the UK at the earliest opportunity. If your insurance has expired or is due to expire and you wish to remain on the trip no cover will be in force unless you make contact with the RAC to extend you travel insurance.
Q. Will my policy cover business trips?

Yes, RAC Travel Insurance covers business trips too, however we will not cover manual work unless it is at ground level, nor will we cover manual work involving machinery.

Please note:

  • We define a 'trip' as: The period of time ("Trip Duration") spent away from your home on pre-booked business or leisure travel.
  • Cover for business trips excludes any claim made for a business trip within the UK, unless you are travelling as a fare-paying passenger on public transport.
Q. Can children travel separately/on their own on either policy?
No. Dependants must be travelling with the parent or legal guardian who is also the Policyholder. Spouses/partners can travel independently and be covered.
Q. Will I get my fare refunded if the scheduled airline I have booked with goes bust?

You may be able to claim for the cost of your return journey on a different airline should yours go into liquidation whilst you are abroad depending on your cover level. You should read the Policy Wording to understand the terms, conditions and exclusions that apply to such cover.

If the flight is ATOL bonded you may recover your money from them.

Q. Will the travel insurance cover me for my medical condition?

To make sure your policy fully covers you for your trip, it is important you tell us about any medical condition affecting the health of the people travelling. We will assess the condition and confirm whether we can issue a policy to cover claims for that particular condition or any associated condition.

RAC Travel Insurance policies will not cover you in the following circumstances:

1. You are travelling or planning to travel:
  • against medical advice; or
  • to obtain medical treatment.

2. At any time during the last five years you have been treated for alcohol or drug addiction.
3. You or your travelling companions have made, or tried to make, 3 or more travel insurance claims in the last 5 years.
4. You or your travelling companions have any unspent convictions for fraud, theft or malicious damage.

Please call the Customer Helpline for any queries about your medical condition(s) 0330 159 0410

Q. I am pregnant - will I be covered for medical costs?
You will be covered for medical costs relating to a complicating bodily illness or injury associated with you pregnancy when travelling in accordance with your transport carriers guidelines and where your GP has provided the appropriate “fit to fly” certificate confirming you are fit to travel. This needs to be issued no earlier than five days before your trip began.

There is no cover available for medical costs associated with normal pregnancy. This policy is designed to provide cover for unforeseen events, accidents, illnesses and diseases and normal childbirth would not constitute an unforeseen event.
Q. What is meant by the term GP?

GP stands for General Physician or doctor registered or licensed to practise medicine and who is a UK resident.

Useful contact details

In the event that you need to contact us, please use the below details

RAC Helpline

+44 (0)330 159 0409**

Emergency Medical Assistance

Emergency Medical Assistance on +44 (0)1403 289 148

If in the USA or Canada + 1 844 780 0663 or Mexico, please call + 00 1 819 780 0662

Claims

 +44 (0) 1403 289 151

Online Claims Registration

www.csal.co.uk

Gadget Claims

+44 (0)330 880 1751**

Scheduled Airline Failure/End Supplier Failure

0345 266 1872

DAS/Legal Expenses

0117 934 0548