Policy explained

Your policy document explains the ins and outs of what you’re covered for. It also explains important exclusions where you won’t be able to claim. We know it’s not at the top of your holiday reading list, but it’s important to read.

If we make any changes to the policy document, then we will tell you about the changes by email. The policy that will cover your trip will be the one that is active at the point that you began your trip.

Your policy document can be found in the app under ‘Policy Documents’. If your policy is updated before you travel, we’ll send you an email to let you know of any important amends. You’ll be able to find your new policy in the same place.

If you’ve already begun your trip when we change a policy. Then you’ll be covered by the previous version of the policy for any claims you need to make, for the remainder of the trip.

To be covered for cancellations you’ll need to add our optional Cancellation Cover to your policy. You’re then covered if you need to cancel your trip due to an unforeseen medical emergency or other event that’s covered by your policy.

Cancellation Cover, unlike On-trip Cover, is billed monthly.

Although you’ll be shown an On-trip cover price when you set up your Cancellation Cover, you can choose to use our Cancellation Cover on its own if you wanted.

If you do choose to use On-trip cover, your Cancellation Cover will then end when you start your trip, where your cover for cutting your trip short takes over until you’re back in the UK.

If you cancel your Cancellation Cover after your trip, then your cover will last until the end of the calendar month. You can restart at any time or continue your cover if you already have another holiday booked.

Terms, conditions and exclusions may apply.

An excess is the amount that you choose to pay if you need to claim for something. You can choose to reduce this on a sliding scale to £0 when you’re setting up your cover. This would mean that you wouldn’t pay anything extra if we can cover your full claim amount.

So if you have a medical emergency that we’ve approved to pay and we’re paying it directly to the medical provider. If your excess is set to £100, then you’ll pay the medical provider £100 and we’ll pay them the remaining balance.

If we’re paying you for loss or damages for example, we’ll just take that payment out of your claim per person.

Wapp is underwritten by ERGO Travel Insurance Services Ltd on behalf of Great Lakes Insurance SE. ERGO are authorised and regulated by the Financial Conduct Authority.

If you have a medical emergency and need to stay in the country for longer than your cover limits, then don’t worry – we will automatically extend your cover. As soon as you can you’d need to call our 24-hour emergency medical team and we’ll take it from there and cover you until we can get you back to the UK.

If medical practitioners and our team think you’re medically fit enough to come home and you decline, then your cover will end.

If you’ve not taken reasonable care to avoid a claim, then you could risk us not being able to fully cover the incident. We’re here to cover unexpected events… but drunken accidents can often be avoided.

You can still have a drink, but we won’t cover any claims if there are reports that your judgement was seriously affected due to alcohol or substance misuse.

If you need emergency medical treatment whilst abroad then please contact our 24-hour medical emergency team as soon as it is possible. They will be on hand to help.

Please remember that this is travel insurance and not private medical insurance and in some cases you will be entitled to treatment under the public healthcare system within the country you are travelling. Our policies will not cover the cost of treatment if it could have been paid for by a reciprocal health agreement with the UK. Please see the FAQ on reciprocal health agreements.

If you’re pregnant, you don’t need to declare this in your health check. But if you have any pregnancy related conditions, you’d need to declare that on your cover.

If you give birth abroad or have pregnancy related problems where the expected date of delivery is less than 12 weeks (or 16 for multiple births) after the scheduled end of the trip, then you wouldn’t be covered to claim for the costs.

If you choose not to receive recommended vaccinations, inoculations or take preventative medication and need to claim as a consequence of your decision, then you wouldn’t be covered to claim as you could have taken preventative measures.

If you have a monthly subscription for Cancellation Cover, then your policy can protect you from the following:

• Your death, bodily injury or illness or that of a relative, colleague or travelling companion or a friend with whom you had arranged to stay
• You have to attend court for Jury Service or as a witness
• You or a travelling companion is a member of the Armed forces, Police, Ambulance, Fire or Nursing Service and all authorised leave is cancelled due to an unexpected emergency or posting overseas at the time of your trip
• If you’re told to stay at home by a relevant authority due to severe damage to your home or business in the UK caused by serious fire, explosion, storm, flood, subsidence or burglary
• You, a relative or travelling companion being notified of compulsory redundancy after activating your cancellation cover, or booking your trip – whichever is later.

If you have a valid cancellation or loss of holiday claim, you can claim for the following unused non-refundable/ non-transferrable expenses that you’ve paid:

• pre-booked travel and accommodation
• pre-booked airport parking, car hire, airport lounge pass and excursions
• visas, ESTA or other travel permissions

As cover is per-person, you’ll only be able to claim for your own costs and not those of any not covered by this policy.

Cancellation Cover has a £0 excess, so if you have a valid claim, you’ll be able to claim the monies you can’t get back up to your cover limit.

If you don’t have Cancellation Cover and you have a medical emergency abroad, we won’t be able to help you recover any unused holiday costs, but we can still pay for your eligible medical claims and help to get you home safely.

The best way of ensuring that you can do this is keeping your Cancellation Cover active for the duration of your trip.

Sorry, it isn’t possible to claim for cancelling your holiday or coming home early if your pet is ill or dies.

If you knew you were already on a waiting list for an appointment before your trip starts, then you aren’t able to claim for the cancellation of your trip as this isn’t an unforeseen event.

A personal possession is seen as: Baggage, clothing, sports equipment and personal item taken on or bought on your trip including valuables and gifts bought. Personal possession cover doesn’t include personal money and gadgets — these are covered separately.

You’re covered up to your policy limit per item for the cost of replacement, reinstatement or repair of your possession while you’re on holiday. We may take off an amount for wear and tear and loss of value.

To claim, you’ll need to provide proof of ownership and report the loss to the authorities e.g. a police report within 24 hours.

The following are some of items aren’t covered by your Personal possessions cover:

• sunglasses
• spectacles
• contact lenses
• hearing aids or prosthetic limbs
• valuables worn while swimming other than wedding rings
• bicycles
• fragile items
• business goods/samples

If you lose your passport, driving licence or travel documents during a trip then you can be covered for the cost of temporary replacement documents abroad.

To be able to claim you’ll need to report the loss to the police within 24 hours of discovery. You’ll need to send us a copy of the report as part of your claim.

Our Gadget Cover can cover each person named on the this Wapp policy for up to 4 of these items in total:

• Mobile/smart phones
• Satellite navigation systems (GPS)
• Personal digital assistants (PDAs)
• Computers
• Laptops
• Tablet computers
• Games consoles (including handheld consoles) and all accessories for these items

We’ll pay up to the cover limit for the value of, or repair of, your gadgets that you own based on the price you paid or the current retail price — whichever is lower (excluding any additional charges).

You’ll need to get a police report within 48 hours if lost or stolen, as you’ll need to send this to us as evidence as part of your claim.

You aren’t covered if your gadget is damaged due to wear and tear, or due to damage caused by fluid carried within your baggage.

You aren’t covered for the electrical or mechanical breakdown, or manufacturing fault of your device.

Baggage delay covers the cost of buying essential clothing, toiletries and similar items if your baggage is delayed by at least 12 hours on your outward journey. You’ll be covered up to £100 per person for this.

That way you can carry on and enjoy your trip knowing we’ll help you with those costs. Just keep your receipts and any written confirmation of baggage delay as you’ll need to send them to us as part of your claim once you’re back home.

Missed departure cover can help you recover costs to help you reach your destination or catch up with your next departure point. We can cover missed departure that are caused by the following:

• Scheduled public transport failing due to:
  • an unknown strike or industrial action, or
  • adverse weather conditions (not including catastrophes), or
  • mechanical failure, or
  • being directly involved in an accident
• The vehicle you are travelling in:
  • breaking down, or
  • being directly involved in an accident
• Unexpected and unforeseen heavy traffic or road closures that were sufficiently severe enough to warrant reporting on a recognised website or news source

Travel delay covers you if you’re unavoidably delayed in departure for 6 hours or more.

For direct trips, where you’re travelling to and from your destination with no connecting flights, you’ll be covered for both your outward and inward journeys.

If you’re taking a connecting flight, then you’ll be covered for travel delay for your original scheduled departure time from your first departure point on your outward journey. You’ll also be covered for your last departure point on your return journey.

When we say unavoidable delay, we mean that your delay could have been caused by one of the following:

• Adverse weather (but not a catastrophe)
• Strike or industrial action
• Mechanical breakdown of the transport you were booked to travel on
• Cancellation by the transport provider

You’re covered with a travel delay benefit for each complete 6 hours of delay. If you have a monthly subscription for Cancellation Cover, you’ll also be able to claim to cancel your trip if it’s delayed by more than 12 hours up to your cover limits.

New epidemics and pandemics are not covered. Some cover is provided in respect of COVID-19 please see the policy wording for full details.

You may be covered for emergency medical expenses abroad for COVID-19, but you will not be covered if you travel against the advice of the FCDO (Foreign, Commonwealth and Development office), or for any other claim resulting from COVID-19.

Some countries have a reciprocal healthcare agreement with the UK, which means that you might be entitled to free or subsidised care when you’re away.

Where you can, it’s important that you use this, as private options might be available where you’d be charged. We might not be able to cover you up to your limits if you have chosen not to use a preferred facility. If you’re in doubt, call our 24-hour medical emergency team and we’ll help you get to the right place if you need help.

Where you’ve used a reciprocal healthcare agreement facility, we’ll remove the excess from your payment, which means that we’ll pay the full agreed claim.

You will not be covered if you travel during a regional or national lockdown.