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General

  1. If I apply online, will I be covered to go on holiday the same day?

    Yes, provided you buy the policy before starting your trip and your trip commences and ends in your home area, you will be covered as soon as you complete the transaction. A copy of your schedule will be sent to you with links to the policy wording in order for you to print it at your own convenience. We would recommend that you enter your policy number and emergency telephone number into your mobile phone.

  2. How can I pay for my travel insurance?

    Payment can be made by debit or credit card. Payment online is via a secure server which uses advanced encryption technology to ensure your details are safe during transmission.

  3. What is the policy excess ?

    The policy excess is the amount that is payable by you, under certain sections of the policy, for each and every claim that you submit. The policy excess is per insured person, each and every incident, each and every section of cover where applicable.

  4. What is the cancellation period?

    The cancellation period is the length of time you have after the purchase of your policy for it to be cancelled should it not meet your needs. Our policies offer a 14 day cancellation period, if you cancel during this time you will receive a refund of the premium providing you have not travelled and no claim has been made. The cancellation will be subject to a deduction of a £5 admin fee.

  5. Are the benefits per person?

    Yes, all policy benefits are per person with the exception of the personal liability section which applies per policy.

  6. What is Insurance Premium Tax?

    Insurance Premium Tax (or IPT as it is often known), is a tax on general insurance premiums and varies depending on the country you live in.

  7. Is Insurance Premium Tax (IPT) included in the prices shown?

    Our policy premiums are inclusive of the applicable rate of Insurance Premium Tax, except for residents of the Channel Islands and the Isle of Man where IPT does not apply.

  8. My eldest child will turn 18 whilst we are away. Will that make a difference to the premium?

    Our policy premiums are based at the age of all insured's at the date of policy purchase.

  9. What can I do to make sure that nobody sees the financial information I input into the site?

    We utilise the strongest available security systems to protect any financial transactions carried out on our website. Information such as credit card details are automatically protected using a Secure Socket Layer (SSL) between your computer and ours. SSL prevents impersonation. Click on the padlock symbol at the bottom of the screen to reveal our registration certificate issued by Thawte, a leading internet security company. SSL also encrypts data from the time it leaves your computer, until it reaches us, so there is almost no chance of your details being stolen or hijacked as it travels over the internet.

  10. What happens if, after reading my policy document, I don’t think it meets my requirements?

    Our policies offer a 14 day cancellation period, if you cancel during this time you will receive a refund of premium, providing you have not travelled and no claim has been made. The cancellation will be subject to a deduction of a £5 admin fee.

  11. Where can I obtain a copy of the Policy details / policy wording?

    For details of our policy wording, please click here.

  12. How do I buy a policy?

    Purchasing our policies online could not be easier, simply choose the option to obtain a quotation and then follow the on-screen instructions.

  13. When should I start my annual travel insurance policy?

    If you have already made your travel plans we would recommend that your annual policy commences with immediate effect in order for you to start benefiting from cancellation cover. If you are still planning your trip, our annual policies can be purchased up to 3 months in advance, cancellation cover will provided from the specified commencement date.

  14. What is the longest period of time that I can have cover for?

    Our maximum trip limit is 12 months under our Long Stay and 18 months under our Young Traveller (between 16 - 45 years) policies.

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Helpful Information

Accepted conditions

The following medical conditions are automatically covered and you do not need to tell us about them, as long as you:
  1. have no other pre-existing medical conditions which are not listed below
  2. are not awaiting surgery for the condition
  3. have been fully discharged from any post-operative follow-up

Special Terms

In addition to any Medical Condition on the list above, you may be automatically accepted for cover, provided You do not have more than ONE of the following Medical Conditions or ANY other Pre-existing Medical Condition.


• Arthritis (Juvenile, Osteoarthritis, Rheumatoid or Psoriatic Arthritis, Reiter's Syndrome, Rheumatism, Synovial Inflammation):
 • There must have been NO hospital admissions within the last 12 months.
 • Must NOT affect the back more than any other area of the body.
 • No more than 2 medications.
 • No mobility aids (other than walking stick or frame).
 • Must NOT be awaiting surgery.
 • Must have NO lung problems.

• Asthma (Wheezing):
 • There must have been NO hospital admissions EVER.
 • Must have been diagnosed prior to age 50.
 • Must be controlled with no more than 2 medications (NO nebuliser, No home oxygen).
 • Must have been a non-smoker for at least 12 months.
 • Must be able to walk 200 yards on the flat without becoming short of breath.

• Diabetes Mellitus (Sugar Diabetes):
 • Type 2 (Non-Insulin-Dependent Diabetes Mellitus) only.
 • Controlled by diet alone or by no more than 1 medication (no insulin).
 • There must have been NO hospital admissions or diabetic complications ever.
 • Must have been a non-smoker for at least 12 months.

• Down's Syndrome:
 • There must be NO associated conditions or complications (e.g. congenital heart disease, epilepsy, gastrointestinal abnormalities)

• Hypercholesterolaemia (High Cholesterol):
 • No more than 1 medication.
 • Must NOT be the inherited form.
 • Must have been a non-smoker for at least 12 months.

• Hypertension (High Blood Pressure, White Coat Syndrome, Controlled Blood Pressure):
 • No more than 2 medications.
 • There must have been no change in treatment within last 6 months.
 • Must have been a non-smoker for at least 12 months.

• Hypotension (Low Blood Pressure):
 • Must NOT be associated with any underlying condition.

• Osteoporosis (Osteopaenia, Fragile Bones):
 • There must have been NO vertebral (backbone) fractures

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Citybond Suretravel is a division of Citybond Holdings plc, 109 Elmers End Road, Beckenham, Kent BR3 4SY
Registered in Cardiff No. 1478367. Authorised & Regulated by the Financial Conduct Authority