FAQs

FREQUENTLY ASKED QUESTIONS

We’ve put together some commonly asked questions to give you more information about Top Up My Cover Cancellation.

If you have a question that is not answered below please use the contact us page to ask us directly.

General

How much cover can I buy?
You can top up your main travel insurance policy by up to £20,000 per person (up to £15,000 per person if aged 75-79) provided each person is on the same booking. The overall limit per policy is £100,000.

If you require cover above these limits, please click here for details of an alternative policy – High Value Travel Cancellation Insurance.

Does it matter how much cover my main travel insurance policy has?
You must have at least £1,000 of cover per person on your main travel insurance policy. It doesn’t matter how high the cover is.
Do I have to have a policy in force before I top up my cover?
Yes, you must have an existing travel insurance policy in place before you can top up.
Is cover immediate?
There is a waiting period of 7 days from the time that you take out your policy. If anything occurs in this period, or you are aware of anything that could give rise to a claim prior to taking out your Top Up Cancellation policy, you will not be covered.
Can I buy an annual policy?
No, the top up applies to a single trip only. If your main travel insurance policy is an annual policy, this top up policy will only provide cover for a specified single trip.
I have an annual policy with my bank account. Can I top this up?
Yes. For example, if you have a joint account you may be covered up to £5,000 per person. If your total trip cost is £16,000 then you would need a Top Up of £3,000 per person.
I have a family policy. How does the top up cover apply to my two children?
You will need to check what the total cancellation cover is. Most policies will provide cover per person. So, if you have £3,000 per person and there are two adults and two children covered you will have £12,000 total cover. If your total trip cost is £18,000 then you would need a Top Up of £1,500 per person.
Who is eligible for Top Up My Cover Cancellation?
The policy is available to people aged 79 years or under who are permanently resident in the United Kingdom (England, Scotland, Wales, Northern Ireland, Channel Islands and the Isle of Man).
Is there an age limit?
Cover is available to people aged 79 years or under. If you are aged over 79 please call us on 02392 419 882. We are open 9am-5pm Monday to Friday, closed Bank Holidays.
Who are the Insurers?
Top Up My Cover Cancellation is underwritten by Antares Syndicate 1274 at Lloyd’s.

Antares is authorised and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Does it matter where I am travelling to?
Top Up My Cover Cancellation only pays after a valid claim has been made on your main travel insurance policy so it doesn’t matter where you travel. However, you should always check that you are travelling to a location that is covered on your main policy.
How do I know what I'm covered for?
Please read the Insurance Policy for details of the cover.
Can I get Top Up My Cover Cancellation if I have an existing medical condition?
Top Up My Cover Cancellation only pays after a valid claim has been made on your main travel insurance policy so we will not ask you about any pre-existing medical conditions. However, you should always make sure that you have made a full declaration to the insurers of your main travel insurance policy to ensure that you are covered with them.
Is there a trip limit?
Top Up My Cover Cancellation is only concerned with the total cost of the trip, it doesn’t matter to us how long you go away for.
Can I increase the policy limit after I have taken out the policy?
Any change will need to be referred to insurers. Please call us on 02392 419 882 to discuss. We are open 9am-5pm Monday to Friday, closed Bank Holidays.

Making a Claim

How do I make a claim?
Click here for details.
Full details of what you need to do to make a claim are also shown in your Insurance Policy.
When should I tell you that I am going to make a claim?
You should notify insurers of your intention to make a claim within 31 days following the settlement date of your claim under your main travel insurance policy.
How quickly will you settle my claim?
We aim to provide a first class claims service and respond within 10 working days of receipt of correspondence.
What happens if my claim is declined under my main travel insurance policy?
You will not be able to claim under your Top Up policy as it only pays out once your main policy has settled a claim up to the policy limit.
My claim does not exceed the amount covered under my main policy – what now?
You have no further need of the Top Up cover which was there in case you needed to make a claim for the full cost of your trip.

Buying Online

How can I pay for my policy?
You can pay by debit or credit card. We accept Mastercard and Visa.
How will I receive my policy documents?
Once you have purchased your policy, you will receive an email from Top Up My Cover Cancellation with instructions on how to access your policy documents via a secure online customer portal.

Please note – if you have not received your email after a few hours, please check your spam email folder.

What can I do if I cannot access my policy documents?

Please ensure you have set up an account. If you have not already done this, you can create one by clicking this link. You will need to provide your first name and last name, date of birth and email in order to activate your account.

Please note – you will need to use the same details to create your account that you used to obtain a quote and purchase your policy online.

Can I get my money back if I want to cancel?
If you are not completely satisfied with the cover provided you may return your policy to us within 14 days on receipt of your policy documents, provided that you have not already travelled and are not making a claim.