Terms & Conditions

Below are the terms and conditions for purchasing travel insurance with the Online Travel Group ltd.

Booking and Confirmation

In order to provide the client with the best choice of policies, Online Travel Group Ltd needs to have a thorough understanding of the client's requirements. Clients are asked a number of pertinent questions which helps to identify a selection of policies which may be suitable for their needs. Each of the suitable policies displayed can be selected to view the full levels of coverage. Once a policy has been selected the clients are required to answer a number of medical questions and agree to having read the important points relating to you insurance.

We summarise the details of the policy you are about to buy; you confirm that this is what you want. You are then transferred to our secure server where you enter your credit card (or debit card) details.
Once you have completed the online purchase of your insurance policy, a copy of your policy will be immediately emailed to you. A hard copy of the policy will be sent in the post and should reach you within 5 working days. Online Travel Group will not be under any liability to you in respect of any failure to deliver within this timescale or on any particular day or dates.

WHEN YOU RECEIVE YOUR DOCUMENTS, PLEASE ENSURE THAT YOU READ YOUR INSURANCE POLICY CAREFULLY. FAILURE TO COMPLY WITH THE TERMS AND CONDITIONS OF THE POLICY MAY RESULT IN COVER BEING RESTRICTED. PLEASE CONTACT ONLINE TRAVEL GROUP IF YOU HAVE ANY QUESTIONS WITH REGARD TO YOUR POLICY.

Payment

Your credit card details will not be retained by Online Travel Group, only by the acquiring bank. In the case of a suspected fraudulent transaction, card details may be disclosed to the store/merchant for the sole purpose of performing further checks. The store/merchant is not permitted to retain these details.

Pricing policy

All Online Travel Group Ltd's policies are clearly priced in pounds sterling. All prices include Insurance Premium Tax at 17.5% and cover postage for the delivery of your policy certificate.

Customer Services

The Online Travel Group endeavours to provide you the highest level of service. If however you have a query or the level of service or product fails to meet your expectations then please refer to our customer services department.

Cancellation & Amendments

Amendments to policies cannot be made online. Please contact us by phone or post. Office hours are shown in the full list of contact details. Your policy has a 14-day cooling off period from the date of purchase. During this time you can cancel the policy and get a refund if you have a justifiable reason for being dissatisfied with the cover it provides and only if no claim is being made or is pending and as long as travel has not been started. Refunds will be returned within 7 working days of the cancellation.

Complaints

In the event of a dispute the Online Travel Group is regulated by the FSA. The FSA regulates the sales, advice and service standards of its members. They do not regulate the price charged for a policy. Their objective is to establish, monitor and enforce standards in all areas of general insurance activities, including:

• All matters relevant to the fair treatment of customers
• Financial requirements for intermediaries
• Procedures for the handling of complaints and the availability of redress
• Competence and training
  

This service is only intended for use by residents or businesses of the member states of the EU. Unless agreed specifically to the contrary all contracts are subject to the Law of England and Wales.

Complaints can be a useful source of information about how others see us and how we are serving our customers. Should there be any complaints please write to:

Insurance department
Online Travel Group Ltd
3rd Floor, Bedford Chambers
The Piazza, Covent Garden
London
WC2E 8HA
Registered Company No: 3896468

Tel: 0870 428 8703
Fax: 0207 494 9743

Guarantees

Online Travel Group Ltd as a member of the FSA, is fully compliant with the requirements of the FSA and Online Travel Group ltd follow their guidelines for the sale travel insurance online and offline.