Terms & Conditions

We aim to make buying travel insurance online as quick and as easy as possible by providing you with all the information you need to make your purchase decision. Once you have purchased your travel insurance policy we will provide you with exceptional customer service both online and via our call centre. Please take a moment to read about our:

Promise of Service

We will:

  • ensure that all enquiries are dealt with by trained, professional staff empowered to give clear and concise answers;
  • ensure that claims will be handled efficiently and professionally;
  • correct any mistakes and handle any complaint quickly.

Your right to cancel

If for any reason your travel insurance policy does not meet your requirements, contact us within 14 days of purchase and we will make a full refund, providing that a reason to claim does not exist and you have not yet travelled.


All our policies comply with the standards and regulations as laid down by the Financial Services Authority which covers:

  • all matters relevant to the fair treatment of customers;
  • financial requirements of intermediaries;
  • complaints procedures and the availability of redress;
  • competence and training of insurance employees.

For more information, please visit www.fsa.gov.uk

Terms of Business

Please read these terms and conditions carefully as they contain important information about the use of this site and the insurance products it offers. In all cases the policy document contains the full terms and conditions for the insurance product and is not changed or altered by any of the following.

Important Information about our travel insurance products

Territorial Availability

This policy is only available to you if you are permanently resident and registered with a medical practitioner in the United Kingdom.

Several Liability

The subscribing Insurers' obligations under contracts of insurance to which they subscribe are several and not joint and are limited solely to the extent of their individual subscriptions. The subscribing Insurers' are not responsible for the subscription of any co-subscribing Insurer who for any reason does not satisfy all or part of its obligations.


This Site is established in England, English Law shall govern its use at all times and in the event of a dispute, the relevant parties irrevocably submit to the exclusive jurisdiction of the English courts.

Premiums and Premium Refunds

All premiums include Insurance Premium Tax (IPT), currently levied at 17.5%. This insurance is non-transferable. No premium will be refunded, either in full or on a pro-rata basis, after the expiry of the 14 day cooling off period.

Security and Privacy Policies

UK General Insurance Ltd always endeavour to protect your information and provide you with a secure and efficient service. We adhere to guidelines and requirements of Lloyds of London, Consumer Credit Act and the Data Protection Act.

Provision of the Online Booking Service (Service)

In order to purchase any insurance product you must be, and you represent and warrant that you are, at least 18 years of age. You may buy an insurance policy on behalf of someone under the age of 18 years of age. The Service is accessed via a telecommunications connection. You are responsible for the provision of and payment for telecommunications services plus a suitable PC, modem and any other items of hardware or communications equipment necessary to enable you to access the Service. In no circumstances will we be able to issue refunds against charges you incur for such items or services. You are responsible for the costs incurred in contacting the Customer Services Call Centre and in no circumstances will we be able to issue refunds against these charges.

Use of the Service

You agree to use the Service for lawful purposes only, and in a manner which does not infringe the Rights of, or restrict or inhibit use or enjoyment of the Service by any other persons. The Service must not be used:

  • fraudulently or in connection with a criminal offence;
  • to impersonate others which conceals identity.

Policy Document

You should read the insurance policy document carefully. It gives you full details of what is and is not covered and the conditions of the cover.

Conditions, Exclusions and Warranties

Conditions and exclusions will apply to individual sections of your insurance policy, while general exclusions, conditions and warranties will apply to the whole of your insurance policy.

Duty of Disclosure

A contract of insurance requires you to disclose all relevant facts and to give full and true answers to all questions. If you fail to do so your insurance cover may not protect you in the event of a claim.

Date Recognition Failure

Your insurance policy may contain exclusions for losses arising from the failure of equipment to correctly recognise the calendar date.


You acknowledge that the copyright in this website belongs to us. Accordingly this website (and its source HTML code) may not be used, transferred, copied or reproduced in whole or in part in any manner other than for private use only. You are prohibited from reproducing any part of this website in any material form without our prior permission.

Linking to other sites

We provide links from this website to other websites which may be of interest to you. However, we do not accept any responsibility for the content, product offerings or availability of those linked websites.

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“We’re delighted to be merging with Primary Insurance.

Bringing together two such high calibre insurance companies will allow us to improve our range of services and make sure we stay focused on meeting the needs of Travel Insurance customers.”

Mark Kitchen
Customer Relationship Manager
TravelPlan Direct