Frequently Asked Questions

You’ll find many of the questions we are commonly asked below along with guidance. 

NB: Under Section 10 Missed Departure and Section 9 Travel Disruption there is no cover for any trips arranged or insurance taken out less than 48 hours before the intended outward journey

Please remember that the full policy cover, terms, limits and exclusions are contained in the policy wording.  You can refer to this in the Important Documents section of this site

My Doctor says I’m fit to travel – do I need to declare my medical conditions?
We want you to enjoy the full benefit of this policy should you need it.
There are a series of questions which need to be completed to establish if you need to declare your medical conditions to us, these questions can be found on the second page of the policy purchase process.

What do I have to disclose?
To ensure you have the benefit of full cover should you need it, it is important that you answer the questions asked of you accurately and to the best of your knowledge. 
Please remember that you are not just answering on your behalf but on behalf of anyone in your party. 
We can only cover conditions which have had a full diagnosis by a medical practitioner. 
If there are any changes to your health during the course of your policy, you need to contact the medical screening team on 0330 660 0758. Please note, an additional charge may be made. Failure to contact us could leave you with no right to make a claim, and may mean that you travel with insufficient cover.

What about the medical conditions of someone not insured by this policy?
In respect of a travelling companion, an immediate relative, close business associate or person who you plan to stay with during your trip, who is not a named on your schedule, but on whose health the trip depends, this policy will not cover any claims under Section 1: Cancellation or Section 2: Curtailment, that result directly or indirectly from any pre-existing medical condition you knew about at the time of taking out this insurance or when booking a trip, and that affects:

• a travelling companion who is not insured under this policy;
• an immediate relative who is not travelling and is not insured under this policy;
• a close business associate; or
• a person you plan to stay with on your trip.

Subject to the terms and conditions, such claims may only be covered if their medical practitioner is prepared to state that at the date you bought this policy or of booking a trip, they would have seen no substantial likelihood of their patient’s condition deteriorating to such a degree that you would need to cancel your trip. If the medical practitioner will not confirm this, your claim is not covered. In the event of a claim the medical practitioner must complete the medical certificate on the claim form.
If in any doubt please contact our Customer Services team on 0330 660 0563 or email admin@millstreamunderwriting.com Monday to Friday 9am to 5pm.

I’m pregnant – am I insured?
We do not cover costs associated with normal pregnancy or childbirth. In the unfortunate event of complications following an accident or illness, cover does apply unless you are travelling less than 12 weeks before or 12 weeks after your estimated due date.

Will this policy cover private healthcare?
It’s important to remember that this is a Travel insurance policy not Private Medical Insurance.  Policy cover is designed to provide for emergency medical treatment not ongoing care.  Ordinarily cover is for emergency medical treatment by a state run facility (on the same basis as A&E in the UK) and if this is not viable we will consider private treatment (this must be agreed with us prior to treatment).   Where medically necessary, we will then make arrangements to repatriate you as quickly and safely as possible.

How do I pay the additional premium for my medical conditions, do I pay separately?
You will be asked a series of questions during your quote about your medical history to determine whether cover can be offered or not, and if cover can be offered; the additional price for these will be incorporated into the price of your policy.  

What documents will I receive when I purchase my policy?
Upon purchasing your policy, you will receive:

  • Policy schedule
  • Medical endorsement (if applicable)
  • Policy wording
  • IPID

Your medical endorsement will list the declared medical conditions, with the questions and answers given by you. It is important that you read and check that all the information disclosed is correct. In the event of any issues, please contact the customer service team. On 0330 660 0563 or email admin@mstream.co.uk, between 9am and 5pm on Monday-Friday.

How can I contact you?
Our contact details are:

Claims and Assistance Helpline +44 (0)330 660 0758
Customer Services +44 (0)330 660 0758
Islands Jersey insure@islands.je
Islands Guernsey insure@islands.gg
Islands Alderney alderney@islands.gg
Medical Screening Service +44 (0)330 660 0758

Can I cancel the policy?

If the policy doesn’t meet your requirements you will receive a full refund of premium providing you notify us within 14 days of receiving the policy documents.  If during this period you have travelled, made a claim or are intending to make a claim we are entitled to recover all costs.

Can I cover working abroad?

Yes, non-manual activities and work such as retail or hospitality is included .  Please note that heavy or hazardous manual work (for example involving powered machinery other than hand held tools) is not covered.

What sports & activities are included?

We can cover a comprehensive range.  Some are included free of charge and some for additional premium.  You will be guided on this as you complete your quotation and you can click here for more detail.  

Am I covered for valuable items?

Valuables (such as jewellery, watches, glasses, photographic equipment, computers or similar devices and the like) are included as part of your baggage and personal effects cover.  We offer different levels of cover in total and for single items so please take care to ensure you select adequate limits as shown during the policy quotation.

You are expected to take reasonable care of all your possessions and cover for valuable items does not apply when left unattended unless in a locked safe or safety deposit box.

Does cover apply to volcanic ash clouds or strikes?

Our policies covers any disruption to transport departing from or returning to the UK due to weather, strikes or industrial action.

Ash clouds are deemed to be weather events.

Where am I allowed to travel to?

You can choose the relevant level of cover as part of the quotation.  Bear in mind that UK cover requires at least one overnight stay to apply.

Remember that cover will not be given if you are travelling to a destination where the Foreign and Commonwealth Office (FCO) has advised against any or all but essential travel. We recommend that you visit www.gov.uk/fco if in any doubt before you depart.

Will you help me return home early for a family emergency?

The policy will pay reasonable additional travelling expenses if you have to curtail your holiday due to:

  • An accident, serious illness or the death of a travelling companion or an immediate relative or close business associate.
  • Your home or place of business being made uninhabitable or where Police have requested your attendance following a theft.

Please remember to declare any medical conditions or other circumstances of which you are aware at the time of obtaining a quotation (refer to the relevant FAQs in this section).

Brexit Travel Insurance Information

Now that we know the deal finalised between the UK and the EU means a Global Health Insurance Card (GHIC) will replace the European Health Insurance Card (EHIC) and will be valid if you’re travelling to an EU country. The GHIC is not an alternative to travel insurance.

If you’re travelling to Switzerland, Norway, Iceland or Liechtenstein

In Norway you can use a UK passport to get medically necessary healthcare (for example emergency treatment or to treat a pre-existing condition).

If you’re travelling to Switzerland, Norway, Iceland or Liechtenstein, you should have appropriate travel insurance with healthcare cover before you travel. Make sure it covers any pre-existing conditions that were previously covered by your European Health Insurance Card (EHIC).

How long is my EHIC valid for and what happens when it expires?

Anyone that holds a valid EHIC can continue to use this until it expires. After that date, you will need to apply for a GHIC by calling 0300 330 1350, or applying online at https://www.ghic.org.uk/Internet/startApplication.do. You can get a provisional replacement certificate (PRC) if you need treatment abroad and do not have a card.

Will the terms and conditions of my current policy change now we have left the European Union?

No, we will not change the terms and conditions for the entire duration of that policy. When the policy was sold, the terms and conditions were agreed and will be upheld. Following the UK’s exit from the European Union, we may have to change our T&C’s and if we do this we will make these very clear with plenty of prior notice.

Will I need a visa to travel within Europe?

If you’re a tourist, you do not need a visa for short trips to EU countries, Switzerland, Norway, Iceland or Liechtenstein. You can stay for up to 90 days in any 180-day period.

If you visit more than one of these countries within a 180-day period, check that you do not spend more than 90 days in total across all the countries you visit. That’s because most of these countries apply the 90-day limit as a group.

There are different rules for Bulgaria, Croatia, Cyprus and Romania. They each have their own separate 90-day limits. The time you spend in other countries does not affect how long you can spend in each of these countries without a visa.

You may need a visa or permit to stay for longer, or to study, work or travel for business. Check the travel advice for each country you’re visiting for more information.

Post-Brexit, will I even need travel insurance?

More than ever! There will still be problems post Brexit and travel insurance can provide that reassurance should something happen whilst travelling. At this time there is no definitive confirmation from the UK government that there will be a continuance of the EHIC scheme as mentioned above. If this is not available then travel insurance will be an essential necessity to ensure that any unexpected medical costs are covered alongside your more usual baggage and cancellation.

Will Brexit effect my flights?

An agreement has been put in place to by the European Commission and the UK to allow flights to continue post Brexit. So theoretically, in a no deal scenario this should have no detrimental effect on your flights. 

Brexit General Travel FAQ’s and Useful information

Driving in Europe – this is a list of what you will need to take with you:

  • Your full UK driving licence
  • Your vehicle log book (V5C)
  • Evidence of valid motor insurance
  • A VE103 if you are taking a rental car into the EU
  • An International Driving Permit (IDP) – available from the Post Office.
  • A motor insurance Green Card, which can be supplied by your insurer

Passports – these will need to be valid from between 6 months and 15 months (some countries are still to declare). It is essential that your passport is valid for at least six months from the day you enter the EU.

Pets – with a no deal agreement, it should be remembered that the current pet passports will no longer be valid and further documentation will be required. This process could take months to complete as it involves tests and vaccinations. We recommend you plan ahead and discuss with your vet.

Mobile data and roaming – it would be good practise to understand how your provider will operate with a no deal agreement. Roaming charges could increase but this will be dependent on your service provider. Check before roaming. 

Please remember we are currently monitoring the outcome of the UK government’s negotiations with the EU. If you are travelling to the EU after 31st December 2020 and you have further questions, we recommend that you contact us prior to travelling.