Travel Insurance FAQs

Answers to some of your most common questions

Can I buy travel insurance at my local Post Office®?

You can buy our Premier Travel Insurance at over 7,000 Post Office® branches. If your nearest branch cannot issue Travel Insurance, you can make your purchase online or by calling 0330 123 3690

I don't live in the UK. Can I take out a policy?

Unfortunately not. Our policy covers UK residents (including the Channel Islands and Isle of Man).

I live in Republic of Ireland (Eire). Can I take out a policy?

Unfortunately not. You must live in the UK (including the Channel Islands and Isle of Man).

My partner and I live at separate addresses. Can we still buy family cover?

Family cover is available on our Annual-Multi Trip policies and Single Trip policies. Family policies are available for a person and their husband, wife, civil partner or Common Law Partner (who is residing with them), and their dependent, adopted or fostered children or grandchildren who are aged under 18 and are either in full-time education or living with them. 

Family cover is not available on our Backpacker Travel Insurance policy.

Is there an age limit for Single Trip Travel Insurance policies?

For single trip policies you must be under 86 years of age at the start of the policy.

Is there an age limit for Annual Multi-Trip Travel Insurance policies?

You must be under 76 years of age at the start date of the policy for Annual Multi-Trip policies.

Is there an age limit for Backpacker Travel Insurance policies?

Yes, you have to be aged between 18 and 60 years of age at the start of the policy.

How long can I travel for?

The Backpacker Travel Insurance policy covers you from 31 days to 18 months.

On the Annual Multi-trip Super Economy, Economy and Standard cover levels, the insurance policy covers you for 17 days per trip and can be extended to 31, 45 or 60 days subject to the appropriate additional premium being paid. Premier and Premier Plus cover levels cover you for 31 days per trip and can be extended to 45 or 60 days subject to the appropriate additional premium being paid. You can take as many trips as you like as long as you are not away for more than 183 days in the policy year.

The Single Trip Travel Insurance policy covers you for up to 365 days (for persons aged up to and including 70 years), up to 90 days (between 71 and 75) and up to 31 days (between 76 and 85).

Making a claim?

Call 0333 333 9702. Make sure you have the following documents to hand when you call:

  • The original receipts, bills, cash withdrawal slips, flight and luggage tickets, guarantees, instruction manuals, accident reports and any photographs of your belongings
  • A police report made within 24 hours of any theft or loss of your passport, personal belongings, money or a mugging
  • A Property Irregularity Report for baggage lost or damaged by an airline

Written confirmation from your tour operator or carrier to validate any delays

What is Flight Delay Assistance?

It's a free and exclusive service for our Premier and Premier Plus travel insurance customers. If your flight's delayed by two or more hours, you can enjoy complimentary access to a LoungeKey™ airport lounge courtesy of Post Office Money® Travel Insurance.

Just register online at least 24 hours before your scheduled departure time and we'll automatically contact you with details of how to access the lounge if your flight's delayed by two or more hours.

Please note: Your free lounge access will become available on the announcement of a minimum two-hour delay, not for example two consecutive 60-minute delays – this means you'll have enough time to enjoy the lounge facilities.

What's LoungeKey?

It's a global network of over 650 airport lounges. Most lounges provide complimentary food, non-alcoholic drinks and free WiFi.

How do I register a flight?

We'll send you an email with details of how to register online as soon as you've purchased your Premier or Premier Plus travel insurance. If you arranged your travel insurance policy in a Post Office branch or don't have an email address, all the information you need will be in your policy confirmation pack.

You can only register your flight via the special link provided to you.

 

Can all flights be registered?

You can register any direct flight departing from an airport with a lounge that's part of the LoungeKey network – there are over 650 of them in around 300 airports across 100 countries.

If your trip includes multiple flights, you'll need to register each flight leg separately at least 24 hours in advance of its scheduled departure time.

Not every airport has a lounge and the registration system will flag up if there isn't one at the terminal you're flying from.

Can I register more than one person?

Yes, you can include up to four additional passengers who are named on your travel insurance policy when you register. Make sure the names you register match exactly those included on your flight booking or boarding pass.

Why has my flight registration failed?

There are two reasons why registration may fail:

  • You're attempting to register less than 24 hours prior to your scheduled departure
  • There's no LoungeKey lounge at the airport terminal you're flying from

How will I know when free lounge access is available to me?

We'll send you an SMS text message and an email with a PDF voucher – so you'll need a mobile device that can accept these. To enjoy free access to the LoungeKey lounge:

  • You must register the flight online at least 24 hours in advance of its scheduled departure
  • There must be an announcement about a minimum two-hour delay, not for example two consecutive 60-minute delays – this means you'll have enough time to enjoy the lounge facilities
  • There needs to be a LoungeKey airport lounge available at the terminal you're flying from

How will I receive free LoungeKey access?

You'll need a mobile device that can receive SMS text messages and emails with PDF attachments. If your flight's delayed by a minimum of two hours, we'll automatically send you:

  • A text message notification
  • An email with a PDF attachment containing your complimentary LoungeKey voucher. We'll also send you additional emails with vouchers for the other passengers you registered.

How do I find the lounge at the airport?

We'll let you know how to locate your lounge when we email your access information. The voucher itself will also contain a link to lounge finder and access information.

Why haven't I received my airport lounge access email – even though I'm entitled to it?

On very rare occasions, a network problem or other systems issue may prevent us sending or you receiving emails.

How can I find out about lounge policies and other services?

Although lounges at different airports have their own policies and services, most have free WiFi and will serve complimentary food and non-alcoholic drinks. Discover more about the lounge at your departure airport.

Are children welcome in the lounges?

Not all lounges are open to younger passengers. You can check out the lounge policies at your departure airport.

Why can't I gain access to a lounge?

There are a number of reasons why you might not be able to access a lounge – even if you have a valid voucher:

  • If the lounge is closed when the delay occurs – during the night, for instance
  • If the lounge is at full capacity
  • If the passenger names on the boarding passes don't exactly match those on the LoungeKey voucher
  • If you or a member of your group doesn't meet the lounge terms and conditions such as dress code or minimum age

Can I cancel a flight registration?

Yes, you can cancel a flight registration up to two hours before your scheduled departure time.

You can also change the details of a flight you've registered by cancelling and re-registering. But you won't be able to register flights if you're flying within 24 hours. You can find details of how to cancel or re-register online in your original flight registration email confirmation.

What if I have a complaint?

If your complaint relates to the sales literature, the way in which your policy was sold to you over the telephone or online, the Medical Screening Service or regarding the information about your policy, please telephone 0330 123 1382 or write to:

Post Office Travel Insurance
City Park
368 Alexander Parade
Glasgow
G31 3AU

Any written correspondence should be headed 'COMPLAINT' and you should include copies of supporting material. If your complaint relates to a claim, or assistance you received whilst travelling, please email quality@intana-assist.com or write to:

Quality Department
Intana
Sussex House
Perrymount Road
Haywards Heath
RH16 1DN

We will aim to provide you with a full response within four weeks of the date we receive your complaint and our response will be our final decision based on the evidence presented. If for any reason there is a delay in completing our investigations, we will explain why and tell you when we hope to reach a decision.

In any event, should you remain dissatisfied or fail to receive a final answer within eight weeks of us receiving your complaint, you may have the right to refer your complaint to an independent authority for consideration. That authority is the Financial Ombudsman Service (FOS) at:

Exchange Tower
Harbour Exchange Square
London
E14 9SR

Telephone: 0800 0234 567 or 0300 1239 123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Please note that if you wish to refer this matter to the FOS you must do so within 6 months of our final decision. You must have completed the above procedure before the FOS will consider your case.