Q - Is it safe to put my personal details online?
A - Yes. Whenever we ask you for personal information, we do so within a secure environment and all details sent between your PC and our web site are encrypted. Why not find out more information about our security?
Q - Who are ACE?
A - The ACE Group of Companies is one of the world’s largest providers of insurance and reinsurance. Since its inception in 1985, ACE has expanded rapidly and now operates in 50 countries around the world. Find out more about ACE
Q - Can I get instant cover and policy documents - I’m travelling today?
A - No problem! As soon as your credit card details have been validated, we will confirm your cover on screen, and to the email address you have provided. You can also choose to get an SMS with cover details to your mobile. Provided you have your policy number, emergency number and claims number, you have all the basic information you need.
Q - When does my cover begin?
A - Your cover begins instantly. That way, if you have already booked some elements of your trip, you will be covered for cancellation from the moment you buy our cover.
Q - Can I insure other colleagues travelling with me?
A - Each business traveller must have a separate policy. All benefits payable under the policy are paid to the policy holder. In order to directly receive any policy payment, each traveller must be individually insured. It is also essential that each business traveller has reviewed, understood and agreed to the terms of the policy.
Q - Do I have to pay medical expenses and claim them back or will you pay them directly?
A - If it’s a medical emergency and you are admitted to hospital our emergency assistance service will guarantee the fees of the hospital and attending doctor(s) - so you don’t have to pay. In cases where the expenses are small, you may opt to pay, or be asked to pay, and claim the money back. Please talk to our emergency assistance service, unless the case is very minor, and they will decide what to do.
Q - My travel agent wants me to buy insurance from them. What should I do?
A - Make sure you have your policy details, including policy number and policy wording, to hand when booking your trip. Your travel agent is trying to make sure that you are not travelling uninsured, and that you have adequate cover. You simply need to provide them with evidence that you are insured. Our travel insurance should more than satisfy any criteria demanded by your travel agent.
In addition, we provide benefits tailored to longer trips, such as Business Equipment and Replacement Colleague covers.
Q - What if I have a medical emergency abroad?
A - You must contact ACE assistance on +44 (0) 20 7173 7798.
Q - Do I have to pay medical expenses and claim them back or will you pay them directly?
A - If it’s a medical emergency and you are admitted to hospital, our emergency assistance service will guarantee the fees of the hospital and attending doctor(s) - so you don’t have to pay. In cases where the expenses are small, you may opt to pay, or be asked to pay, and claim the money back. Please talk to our emergency assistance service, unless the case is very minor, and they will decide what to do.
Q - What should I do if I require medical treatment in Australia or New Zealand?
A - Australia operates a reciprocal health agreement with the UK which requires you to enrol in Medicare to get free public hospital treatment. Medicare is Australia's equivalent of the National Health Service.
If you require medical treatment in Australia you must register for treatment with Medicare. If you do not, we may reject your claim or reduce the amount we pay to you.
New Zealand also operates a reciprocal agreement with the UK.
As a British passport holder and UK resident, you must ensure that medical treatment in New Zealand is provided under the terms of this agreement. If you do not, we may reject your claim or reduce the amount we pay to you.
Q - Am I covered if I extend my business trip with a few days holiday?
A - The primary purpose of your trip must be for business, but you may choose to include up to 5 days leisure travel during your business trip. Because our cover is primarily designed for business travel, it may not extend to cover all the specific costs/risks associated with your leisure activities. You should check the policy wording to be sure it meets your needs. If you only need insurance for your holiday, try www.acetravelinsurance.com
Q - Are there any trades that cannot be covered by this policy?
A - Yes. You cannot buy this policy if you work in any of the following trades:
Q - When should my single trip cover begin and end?
A - For the purposes of our insurance, your trip begins on the day that you leave your home in the UK (not on the day you arrive at your destination, if that is different). Similarly, you must buy cover to include the whole trip, which means until you arrive at your UK return destination. For example, if you are travelling to the United States, this will usually be the day after your return flight departs.
Q - When does my cover begin?
A - Cancellation cover begins on the day you book your trip if your policy is in force at the time of booking, or it begins when you purchase your policy. All other covers begin on the day of your trip.
Q - What am I not covered for?
A - We have highlighted what we believe are the most important exclusions in the FAQ’s, Key Facts document, and on the statements we ask you to confirm before you buy our cover. It is not possible for us to list everything you will not be covered for, and we strongly advise you to read the full Policy Wording. You will find a list of General Exclusions towards the beginning of the policy and a further list of exclusions in each section of cover. These sections must not be read in isolation, but within the context of the full policy wording. If you have any doubts about what is not covered, please contact us.
Q - I have a medical condition, can I be covered?
A - Before you buy a policy, we ask you to confirm that you are NOT
If you can confirm these and the other statements we ask you to confirm, you can buy our cover online.
Q - Will I be covered for terrorist activity?
A - Yes, ACE does not exclude cover in the event of terrorism.
Q - I am 64 but I will be 65 before my trip ends. Can I still buy Business Travel Insurance?
A - Yes. Your cover will automatically end when the policy finishes - unfortunately, you won’t be able to extend your cover, or buy another policy.
Q - What do you mean by the term UK resident?
A - Someone who has been living in England, Scotland, Wales, Northern Ireland, Isle Of Man, or the Channel Islands for at least 3 months prior to the date cover is applied for. Please click here if you are not returning to the UK.
Q - I live overseas. Can I buy travel insurance from you?
A - Only United Kingdom, Isle of Man or the Channel Islands residents can buy insurance from this website. If you are an Irish resident, you can buy our Irish travel insurance products.
Q - I am going to work abroad and am not returning to the UK. Can I buy your travel insurance?
A - Sorry, our policy does not cover single direction trips or non-UK residents. Trips must begin and end in the United Kingdom, Channel Islands or Isle of Man and you must be resident here.
Q - I am starting my journey from another country, but returning to the United Kingdom, Isle of Man or the Channel Islands. Will your policy cover me?
A - Sorry, trips must begin and end in the United Kingdom, Isle of Man or the Channel Islands.
Q - How can I pay?
A - You may pay online using a valid credit card or debit card. Alternatively you can contact us to purchase by telephone. You will still need a valid credit or debit card to buy over the phone.
Q - How can I make a complaint?
A - We operate a comprehensive complaints procedure.