Should I choose an annual multi-trip, single trip or extended trip policy?
Our annual multi-trip policy is great if you take more than one trip a year and could save you money on your travel insurance. The extended trip policy is designed for anyone who is out of the country for long periods of time, say an around the world trip and is tailored accordingly.
Before I go on holiday, where can I get information and advice on the country I intend to visit?
In addition to the advice you can receive as a policyholder from the Sainsbury's 24 hour Travel Insurance helpline, the Foreign and Commonwealth Office web site offers a wealth of travel advice and tips, and up-to-date country specific information.
Do I need baggage cover?
If your baggage is covered outside your home by your household insurance then may want to consider excluding baggage cover. If your household insurance was bought through us, then your baggage will already be covered and so you can choose not to have it as part of your travel insurance.
I am currently suffering from a medical problem, will this be covered under my travel policy?
We offer a medical screening process, which will confirm whether claims that relate to an existing medical condition will be covered. You can call the Travel Insurance Centre on 0845 070 1957* and they will tell you whether the medical condition will be covered. We've tried to ensure that only a very small number of customers will not qualify for cover, but some conditions may mean that you have to pay a bit more to make sure you are fully covered.
I want to go on holiday for eight weeks. Will such a long break be covered under your annual policy?
Our annual insurance allows up to 60 days for anyone trip and therefore an eight week holiday is fine.
I live with my partner, but we are not married, are we still eligible for the family rates?
Yes, you can get family cover.
As a single parent do I have to pay the standard Family rate?
No, premiums are based on the individuals who are travelling.
One of my children has turned 18 but we would like to go on a family holiday this year - would he be covered?
If your child is in full time education and travelling with you, then they'll be fully covered with us, up to the age of 22.
Is there anything that I won't be covered for?
Yes, the main exclusions are:
- Travelling against medical advice
- Pre-existing medical conditions which have not been agreed by us
- Hazardous sports or activities which have not been agreed by us
- Pregnancy or childbirth, if the due date is less than 12 weeks after the end of the journey
- Theft from unattended vehicles in some circumstances
- Loss of or damage to baggage not reported within 24 hours
- Flying, except as a fare-paying passenger
- An excess - the amount you have to pay towards a claim - will apply to some sections.
I want to pay by credit / debit card, how secure is the payment online?
The Sainsbury's Travel Insurance site uses 128 bit SSL encryption on the payment pages. This is the highest level of protection possible and therefore the one used by all sites where financial transactions occur. Sainsbury's Travel Insurance has also implemented 3D Secure for Maestro cards. 3D Secure is the online capability developed by MasterCard for their cardholders. It is designed to make Internet transactions safer by creating a virtual 'card present' environment. You may be more familiar with this capability as MasterCard SecureCode.
How does it work?
When purchasing your Sainsbury's Travel Insurance online with your Maestro card you will be asked to enter your card number on the payment page. At this point in the purchase, you will be re-directed to your issuing bank and asked to enter your Mastercard Securecode password for your card. If the password is correct then your payment will be authorised. You will have 3 attempts to type in the correct password.
When and how do I get my documents?
Your personalised documents are securely saved online. Once your purchase is complete we will email you to let you know where and how to access them. To protect your security, we will provide you with a unique username and password. You can view and/or print out your documents, whichever you prefer.
You'll need Adobe Reader to view your documents. And if you haven't got it, click here for a free copy.
What if I delete the email telling me where my documents are?
If you accidentally delete the email telling you how to access your documents, you can call our Customer Services Team on 0845 070 1957 and we will re-send the email.
Can I have a printed copy of my documents?
The documentation that you can access online will be in a printable format. However, if you are unable to print your documents or prefer to receive a paper copy from us, please call our Customer Services Team on 0845 070 1957.
I need my documents in large print so I wont be able to readthe documents you email me. What should I do?
We are committed to meeting the needs of all our customers. For visually impaired customers, we can provide documents in large print, Braille or on audio cassette. Simply call our Customer Services Team on 0845 070 1957(lines open Mon-Fri 8am-8pm, Sat 9am-5pm) and we will arrange to send the documents in a format that suits you. In addition, if you have a hearing or speech impairment, you can use Typetalk whenever you contact us, or contact us using Textphone on 0800 316 0775 (lines open Mon-Fri 8am-8pm, Sat 9am-5pm).
How long will my documents be available online?
Your insurance documentation will be accessible for the duration of your policy. If you need to access your documentation after this time please call our Customer Services Team on 0845 070 1957.
How secure is my personal information?
All customer information, including your personal and medical information, is stored securely on our systems. The link we give you allows you to access our system. We provide you with a unique password and will ask you a security question to access your data that only you will know.
We use 128 bit SSL encryption on the secure link. 128 bit SSL encryption is the highest level of protection possible and therefore the one used by all sites where financial transactions occur.
*Telephone calls may be recorded for security purposes and monitored under our quality control procedures,
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