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Netflights
Frequently Asked Questions
Please click here to view your frequently asked questions.
For policies purchased after 14 April 2020:
See our special coronavirus information page by clicking here.
For policies purchased between 24 April 2019 and 13 April 2020:
IMPORTANT INFORMATION ABOUT CORONAVIRUS (COVID-19 including mutations) AND AGEAS TRAVEL INSURANCE
Because the World Health Organisation declared the ongoing Coronavirus (COVID-19) outbreak a pandemic on 11 March 2020 this is now a known event. This affects the cover provided by Ageas Travel Insurance policies. Any policies purchased on or after 14 March 2020 will not include cover under any section (apart from the Medical Expenses section ) for claims directly or indirectly caused by the Coronavirus (COVID-19). This includes any preventative containment or delay measures. For any policies issued before 14 March 2020 cover remains as per the policy terms and conditions.
These policies will not provide any cover if the Foreign and Commonwealth Office (FCO) are advising against all but essential travel to your destination. In the present circumstances as the FCO advice on foreign travel is susceptible to rapid and significant change, we strongly recommend that you visit the FCO website to check the up to date advice against your actual or potential travel plans. You can check whether your destination is on the exempt countries list here.
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.
Yes, cover is included for pregnancy. However it relates solely for complications that arise during the course of the pregnancy because being pregnant is not considered to be a medical condition. This means that only certain circumstances that are caused by complications in a pregnancy are covered. It is really important that you check this cover in the policy wording. The appropriate section can be found in the Meaning of Words under Complications of Pregnancy and Childbirth.
Most sections of the policy carry an Excess. You have agreed to pay towards a claim under each section of the policy. The amount may vary depending on the level of cover you have chosen. It is applicable per person per section. The Excess will be reduced to NIL if you have used an EHIC (formerly E111) to reduce your medical expenses bill.
If you have any pre-existing medical conditions please call 01293 855855 to assess if you are eligible to obtain full cover for the condition(s) disclosed.
For more information, please refer to the "Important - Medical Health Declaration" section of the policy wording.
To claim for travel insurance: phone the Claims Helpline on 02380 177285 and ask for a claim form. If you are claiming in respect to your timeshare holiday then you must provide a copy of the timeshare management agreement when submitting a claim.
To claim under the Gadget Upgrade: please call 01285 626020.
The maximum number of dependent children under 18 living at home is 4 on a family policy.
Terms and Conditions are another expression for the Policy Wording. You need to read the Policy Wording carefully because it sets out the cover that you have purchased and also the conditions that you need to meet in order to make a claim.
If after reading the policy wording you decide the terms of the insurance contract do not meet your requirements you can, WITHIN 14 DAYS OF THE DATE YOU RECEIVED YOUR DOCUMENTS, return it for a full refund. No refunds will be given for policies cancelled outside 14 days.
Provided you have paid the Winter Sports upgrade, and you are under the age of 65, you are covered for: ski equipment, piste closure, avalanche cover, ski hire, ski pack costs up to the limits shown on the summary of cover. Activities covered are:
Adults over the age of 18 can travel independently, all children must be accompanied by an insured adult.
These are the different levels of cover offered under this policy. Silver offers the most basic level of cover with the highest excesses. Gold cover provides the widest range of cover and the highest levels of protection for you and requires you to pay the least amount of excess. As a result Gold cover is the more expensive choice however ensures that you have the best protection.
Your policy can be emailed directly to your email address shortly after being issued. Please note that some internet providers filter our automated e-mails as SPAM so please check your SPAM/junk folder if the e-mail has not been received. If you have any difficulties receiving your policy documents, please call us on 01293 855972.
Yes, our policies have a maximum age limit of 85. NOTE that the maximum age to add Winter Sports cover is 64 when you buy the policy.
No, we only offer cover to residents of the United Kingdom.
Scuba diving to a depth of 30 metres (within organisers guidlines) is covered. The policy can be upgraded to include scuba diving to a depth of 50 metres for an additional premium.
Yes, but they must pay the adult premium for their cover and must comply with any airline rules in terms of travelling as a minor. The policy can only be issued by calling Netflights.com Travel Insurance on 01293 855972.
We accept Visa, MasterCard, Maestro, Visa Electron and Delta.
You must report theft or losses to the police or relevant authority within 24 hours of the event and obtain a written report. These reports are the only proof that the loss/theft did actually occur. Without them the insurer cannot make any payment to you. If you leave luggage and personal items unattended in a public place then we cannot be held responsible for any resultant claim. You should always take reasonable care to look after your property and treat it as if it were not insured. There is no cover for cash or valuables left in an unattended vehicle at any time, even if the vehicle is locked.
At the time of booking your travel arrangements to make sure that you have cancellation cover in place for that particular trip. If your travel arrangements change then you must call Netflights immediately on 01293 855972. You must be able to provide the correct Period of Insurance on your documentation in the event of a claim.
Please ensure that you take a copy of your certificate of insurance and a copy of the full policy wording - these documents contain important numbers that you may require whilst travelling.
If you have paid the appropriate premium, you are covered for cancellation of your holiday for the reasons stated in the policy wordings. You may be able to claim (subject to the policy terms and conditions) for any travel or accommodation costs that you have either already paid or are contracted to pay, that you cannot reclaim from the tour operator.
If you intend travelling to European Union (EU) countries, the European Economic Area (EEA) or Switzerland. We would advise you to obtain a Form CM1 from your local main Post Office. On returning this, duly completed, to the main Post Office you will be issued with a European Health Insurance Card (EHIC), which will entitle you to certain free or reduced cost health arrangements in the EU, EEA or Switzerland. (Full details are given in the DSS Leaflet No. SA40).
NB: In the event that you have used the EHIC to effectively reduce the cost or your treatment or medicines; then you will not have to pay an Excess in relation to any medical related claims.
You should check with your doctor as soon as possible, your doctor will be best advised to tell you what vaccinations are required, if any.
You can change or upgrade your policy at any time as long as you have not made a claim. Please contact Netflights on 01293 855972 for amendments and upgrades.
Yes, cover is provided irrespective of how your Trip / holiday has been packaged together.
Netflights offers competitive cover for your Single and Annual Multi-trip Travel Insurance.
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Netflights 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).