Eligibility (including being fit to travel)

Cover is only available to residents of the UK, Channel Islands or Isle of Man. Each person insured must also be fit to travel on the date of departure on your trip. This means any and all existing medical conditions must be stable and controlled by any treatment being received and/or medication prescribed, and there must be no known likelihood of any medical tests, investigations or major variation of treatment or medication for the condition(s) between booking your trip and the date of departure, or whilst travelling. It is always advisable to consult a medical practitioner if you have any doubts about whether any person insured is medically fit to undertake a trip.

Insurer

This insurance is underwritten by Lloyd’s Syndicate 4444 which is managed by Canopius Managing Agents Limited. Canopius Managing Agents Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Firm Reference: 204847.

Information you need to tell us

There is certain information that the insurer needs to know about you/your party members when you apply for the insurance. You must take reasonable care to provide complete and accurate answers to the questions asked when you take out the insurance. If the information provided by you is not complete and accurate, it could result in your policy being cancelled or all or part of a claim may not be paid. I understand that, in order to be eligible for cover, each person insured must be fit to travel (as defined under the policy) at the date of departure on the trip and each person insured must reside in the UK, Channel Islands or Isle of Man.

Policy document

The policy document gives you full details of what is and what is not covered and what to do if you need to claim. It is very important that you read the whole of this policy before the end of the 14 day cooling off period and before you travel and make sure the cover is suitable for you and all party members. Please make sure that you take it on holiday with you in case of an emergency.

Policy limits

Each section of the policy shows the most you can claim but other limits may apply. For example, under the Personal Possessions Section there are other specific limits for any one item and for valuables (including photographic equipment). If you intend to take expensive items with you, please check that you are fully covered.

Conditions and exclusions

The policy does not cover all possible events and expenses. There are conditions and exclusions that apply to individual sections of the policy, and general conditions and exclusions that apply to the whole policy. The Policy Document (link) gives full details of the terms, conditions and exclusions. We have listed below some significant exclusions:

There is no cover for emergency medical & associated expenses or cancellation or curtailment of your trip if you are not fit to travel on the date of departure on your trip.

Any claim for cancellation or curtailment of your trip arising from circumstances known to you before the insurance was purchased which could reasonably have been expected to lead to cancellation or curtailment of the trip.

For cancellation or curtailment claims, the cost of any part of your trip other than the invoiced accommodation cost. For example, the insurance does not cover the cost of events, tours or excursions which you were planning to attend or undertake.

Any claim for cancellation of your trip due to your financial circumstances.

Any claim arising from being under the influence of alcohol or drugs.

Any claim arising from wilful, malicious or unlawful acts, self-inflicted injury, or you putting yourself at risk.

Any claim arising from participation in or practice of a) any sport which you are paid for or which you receive a grant or sponsorship for, or b) any dangerous sporting activities (as listed in the Policy Document).

Hazardous activities

Many hazardous or dangerous sports or activities are not covered by this insurance. These are listed in the General Exclusions section in the Policy Document. If you are going to take part in any hazardous sports or activities, you should check whether or not they are covered under the policy.

Not the right level of cover to meet your travel insurance needs?

If we can't offer you the cover you want, or your premium is higher than you wanted because you have medical conditions, you may be able to get help by accessing the MoneyHelper travel directory at: www.moneyhelper.org.uk or by calling 0800 138 7777 (Open Monday to Friday, 8am to 6pm). If at any time you feel you have not been treated fairly by any member of our staff please contact us at the address or telephone number above.

Cancellation rights

If your cover does not meet your requirements, please contact the Administrator, Awaze Vacation Rentals Ltd. within 14 days of receipt of your Policy Document. Any premium paid will be refunded provided no person insured under the policy has travelled and no claim has been made or is intended to be made. Contact details for the Administrator is 0345 604 3800.

Policy excess

Under most sections of this insurance, claims will be subject to an excess. This means you will be responsible for the first part of each and every claim, per incident claimed for, under each section of cover. The excess applies per person insured other than for Section 1 - Cancellation or Curtailment Charges which applies per accommodation booking with Awaze Vacation Rentals Ltd. The amount of the excess applicable to each section of cover (where one applies) is stated in the Policy Document.

Making a complaint

Our aim is to provide you with a high quality service at all times, although we do appreciate that there may be instances where you feel it is necessary to lodge a complaint. If you do wish to complain, please note the 3 steps below, along with the relevant contact details for each step. Please take special note however that should you wish to direct your complaint directly to Lloyd's in the first instance, you may do so by using the contact information referenced in step 2 below.

Step 1:

If your complaint does not relate to a claim please direct it to:
The Customer Services Manager
P J Hayman & Company Limited
Tel: 023 9241 9833
Email: customerservices@pjhayman.com

If your complaint does relate to a claim, please direct it to:
Roger Rich & Company
Tel: 01608 641351
Email: enquiries@rogerrich.co.uk

Step 2:
Should you remain dissatisfied with the outcome of your complaint from P J Hayman & Company Limited or Roger Rich & Company you may refer your complaint to Lloyd's.
Complaints at Lloyd's
Tel: +44 (0)20 7327 5693
Email: complaints@lloyds.com
Website: www.lloyds.com/complaints

Step 3:
If you remain dissatisfied after Lloyd's has considered your complaint, you may have the right to refer your complaint to an alternative dispute resolution (ADR) body.
If you live in England, Scotland, Wales or Northern Ireland, the contact information is:
Financial Ombudsman Service
Tel: 0800 0234 567 (calls to this number are free on mobile phones and landlines)
Tel: 0300 1239 123 (calls to this number cost no more than calls to 01 and 02 numbers)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

If you live in the Channel Islands, the contact information is:
Channel Islands Financial Ombudsman
Jersey: +44 (0)1534 748610
Guernsey: +44 (0)1481 722218
International +44 1534 748610
Email: enquiries@ci-fo.org
Website:www.ci-fo.org

If you live in the Isle of Man, the contact information is:
Financial Services Ombudsman Scheme
Tel: +44 (0) 1624 686500
Guernsey: +44 (0)1481 722218
Email: ombudsman@iomoft.gov.im
Website: https://www.gov.im/oft/ombudsman/

If you have any questions

Please contact the Administrator, Awaze Vacation Rentals Ltd. on 0345 604 3800.

All details correct as at the date of print but subject to change without notice. All premiums include Insurance Premium Tax at the current rate.

No personal recommendations have been made to you about purchasing insurance by Awaze Vacation Rentals Ltd. All information is provided to enable you to make your own purchasing decision.