FREQUENTLY ASKED QUESTIONS

The following is intended to provide you with general information only. No advice is being given by Eurostar International Limited.
  • Q.
    HOW DO I BUY EUROSTAR TRAVEL INSURANCE?
  • A.
    Simply follow our easy to use on line quotation and sales tool.
  • Q.
    ARE MY PAYMENT DETAILS SECURE?
  • A.
    Yes, your data is only used in the purchase of our travel insurance product and not released for any other purpose.
  • Q.
    CAN I BUY EUROSTAR TRAVEL INSURANCE IF I AM NOT A RESIDENT OF THE UK?
  • A.
    No, you are only covered if you have your main home in the UK, Channel Islands or the Isle of Man and have not spent more than six months abroad during the year before the policy is issued.
  • Q.
    IF I HAVE ANY QUERIES, WHO DO I CALL?
  • Q.
    Call our customer service line on 0371 200 2457. Please note that we are unable to give you any advice on whether this product is suitable for your needs.
  • Q.
    WHERE CAN I FIND OUT MORE ABOUT THE POLICY COVER?
  • Q.
    You will be able to view the full policy details by clicking the ‘Policy Wording’ link on the travel insurance pages.
  • Q.
    WHEN DOES COVER BEGIN AND END?
  • A.
    You are covered according to the dates you select on your quotation. These will be confirmed on your policy confirmation once the policy is purchased.
    Trip cancellation cover for Single Trip policies begins from the issue date shown on your policy confirmation. The cover for all other sections starts at the beginning of your journey and finishes at the end of your journey.
    Single Trip insurance cover ends on the expiry date shown on your policy confirmation, or your arrival back in the UK, whichever is earlier.
    If you cannot finish your journey as planned due to death, injury, illness or there is a delay to the public transport system that cannot be avoided, we will extend cover free of charge until you can reasonably finish that journey
  • Q.
    ARE THERE ANY EXCLUSIONS TO THE POLICY?
  • A.
    Yes. Your policy does not cover all possible events and expenses. There are conditions and exclusions that apply to individual sections of the policy and general conditions and exclusions that apply to the whole policy.
    Health Declaration and Health Exclusions also apply to the Cancellation, Curtailment, Emergency medical and Personal Accident sections of cover. Please read the policy wording carefully to ensure you have the cover you need.
  • Q.
    DOES IT MATTER WHO I BOOK MY TRAVEL ARRANGEMENTS THROUGH?
  • A.
    As Eurostar International Limited is an Appointed Representative of Mondial Assistance (UK) Limited, you can purchase travel insurance directly from EurostarTM even if you are not using us for your travel arrangements.
  • Q.
    WHAT IS THE MAXIMUM TRIP LENGTH?
  • A.
    Single trip cover can be purchased for trips up to 185 days. Our annual multi-trip policy covers you for a year but no one trip within this period can exceed 31 days duration.
  • Q.
    CAN I CHANGE MY MIND AFTER PURCHASE OF INSURANCE?
  • A.
    Yes. If your cover does not meet your requirements, please contact us within 14 days of receiving your policy confirmation for a refund of your premium.
    If you bought your policy at the same time as your EurostarTM ticket, call 03432 186 186, otherwise call 0371 200 2457. If during this 14 day period you have travelled, made a claim or intend to make a claim we can recover all costs you have used for those services.
  • Q.
    WHO DO I CONTACT IN THE EVENT OF A MEDICAL EMERGENCY?
  • A.
    Our medical emergency team is available 24 hours a day to assist you. You can reach them by calling the UK +44 20 8603 9644
  • Q.
    WHO DO I CONTACT TO MAKE A CLAIM?
  • A.
    Visit the website www.azgatravelclaims.com This will lead you to our online claims notification service where claim forms can be obtained immediately via email or by downloading directly from the site.
    Alternatively, phone 020 8603 9643 and ask for a claim form or
    Write to: Allianz Global Assistance Travel Insurance Claims Department, PO Box 451, Feltham, TW13 9EE or
    email travel.claims@allianz-assistance.co.uk
  • Q.
    UNDER WHICH LAW IS EUROSTAR TRAVEL INSURANCE GOVERNED?
  • A.
    Unless agreed otherwise, English law will apply and all communications and documentation in relation to Eurostar Travel Insurance will be in English. In the event of a dispute concerning this policy the English courts shall have exclusive jurisdiction.
  • Q.
    WHAT AGE LIMITS APPLY?
  • A.
    For annual multi trip policies, insurance is available to persons up to and including 64 years old at the start date of the policy. If you are older than the maximum age limit, you may be able to obtain an alternative travel insurance policy by contacting:
    • Free Spirit

      www.freespirittravelinsurance.com quoting reference ‘EST 1000’. You can telephone Free Spirit on 0345 609 8864 or 0800 170 7704 quoting ‘EST 1000’ (lines open 08.00 - 18.00 Monday to Friday).

    • British Insurance Brokers Association

      www.bibA.org.uk Tel: 0370 950 1790 (lines open 09.00 -17.00 Monday to Friday).