Travel insurance

What is the Entry Exit system?

The EU is planning to introduce a new border control for people visiting the Schengen area. This includes the following contries:

Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and Switzerland.

British nationals visiting the area currently have their passport inspected and stamped when they leave the UK and when they arrive at a European airport or seaport.

In future, the familiar passport system will be replaced by the Entry Exit system (EES), which requires digital identification by photo and fingerprints instead.

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How does the Entry Exit system work?

Postponed from November 2024, the EES will start sometime in 2025.

On your first visit to the EU in the new system, passport officers will scan your fingerprints and take a photo as a digital biometric record of your identification.

There will be special booths for this at the arrival or passport points of UK airports, ferry harbours and railway stations. In some cases your digital record may be done at the EU entry point.

On busy routes such as St Pancras Eurostar, Eurotunnel, Port of Dover and international airports you should allow more time for your first EES journey. Your travel operator will give you more information closer to your departure date.

Thereafter on subsequent visits to the Schengen area, passport officers will only check your fingerprints and photo against the digital record, which should be quicker than the passport system.

Your digital record will last for 3 years. While the EES replaces your passport in the EU, you should still carry a valid passport when travelling abroad.

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Why is this happening?

The EES will improve border security in the Schengen area, help reduce illegal migration, and also check your total stay in the area is no more than 90 days in every 180 days. For trips longer than 90 days you may need a visa.

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Is the EES the same as the European Travel Information and Authorisation System (ETIAS)?

No. While the EES removes the need for a passport at the EU border, the ETIAS is an entry requirement to 30 European countries for a short stay up to 90 days. It is due to come into force 6 months after the EES.

The European countries are:

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland.

The ETIAS process requires you to provide details of yourself and your trip, and pay a small fee in euros. You apply on the official website or app, and you'll need a valid passport and payment card.

The ETIAS authorisation is valid for 3 years, or less if your passport expires before that time. While the ETIAS is done online, the authorisation is checked against your passport when you arrive in one of the European countries. So despite the EES, always carry your passport when you travel.

Can I purchase AA Travel Insurance if I don't live in the UK?

No. The policy only covers UK residents, so non-UK residents are not covered. The UK is defined as England, Wales, Scotland, Northern Ireland, the Isle of Man and the Channel Islands.

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Do you have personal liability cover for holiday accommodation?

Personal liability cover is included for temporary rented holiday accommodation, but not if you own the overseas property, or you have the property on any other type of hire.

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Is terrorism covered?

Terrorism is covered providing it wasn't already taking place at the beginning of your trip, at the time of purchasing your policy, or when booking your holiday, whichever is the later.

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Are the benefits per person?

The benefits are per person unless otherwise stated.

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When does the delayed baggage benefit come into force?

If your baggage is delayed for more than 12 hours after your arrival overseas at your final destination, there is cover up to £300 to replace essential items of toiletries, medication and clothing.

If your property is lost permanently, any payment made under delayed baggage will be deducted from the eventual claim for loss, damage or theft.

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Am I covered to work or study in Europe?

We cover some types of manual work, but there's no cover for professional entertaining. Study overseas can be covered but doesn't include any professional liability cover or any excluded activity.

Is sailing covered as an activity?

Sailing is covered providing you're qualified and you're not racing. We don’t cover personal liability for this activity.

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Is there cover for water sports?

Jet boating and powerboating are covered as standard, so long as you're not racing or competing.

For an additional premium we can cover:

• High diving, as long as its amateur only and not the main purpose of the trip.
• Scuba diving and mixed gas diving to 40 metres, as long as you're a qualified scuba diver or accompanied by qualified instructor, and not diving alone or involved in cave diving.

There's no cover for motorboats or diving with sharks.

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Is cross-country skiing covered?

Pleasure skiing of this type is covered providing you've purchased winter sports and hazardous activities for an additional premium.

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What happens if I get hurt while skiing, and I haven't taken out winter sports cover?

You won't be covered for medical costs. Winter sports cover doesn't just add on the specific winter sports (see the policy booklet). It's excluded from all sections of the policy, unless your policy schedule shows that you've bought winter sports cover.

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Do I need winter sports cover for ice hockey?

Yes, you do. We can also cover field hockey for an additional premium.

What if I'm not sure if my medical needs are covered?

First, have a look at our travel Insurance video that explains the importance of declaring your current and pre-existing medical conditions.

Then call us on 0330 123 5485 and we can talk about your conditions.

Lines are open Monday to Friday 8:30am to 8pm, Saturday 9am to 5pm, Sunday 10am to 4pm.

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Travel insurance policy documents

Please read all of the information relating to your policy before you buy AA Travel Insurance.

Policies ending with PF or PN (Bronze, Silver and Gold cover levels)

Purchased from 3 April 2023

• Travel Insurance Policy Wording

Policies starting with PF or PN (Bronze, Silver and Gold cover levels)

Purchased between 4 January 2022 and 2 April 2023

• Travel Insurance Policy Wording

Purchased between 22 July 2021 and 3 January 2022

• Travel Insurance Policy Wording

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Policies ending with PA (Bronze Essentials, Silver Essentials, Gold Essentials cover levels)

Purchased from 3 April 2023

• Travel Insurance Policy Wording

Policies starting with PA (Bronze Essentials, Silver Essentials, Gold Essentials cover levels)

Purchased between 4 January 2022 and 2 April 2023

• Travel Insurance Policy Wording

Purchased between 22 July 2021 and 3 January 2022

• Travel Insurance Policy Wording

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Backpacker policies (Bronze Essentials, Silver Essentials, Gold Essentials cover levels)

Purchased from 3 April 2023

• Travel Insurance Policy Wording

Purchased between 22 July 2021 and 2 April 2023

• Travel Insurance Policy Wording
  

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Booking claims

Before you make a new claim, please contact your travel provider or tour operator first. They may be able to move your trip to a different date or provide you with a refund.

If the travel provider or tour operator can't resolve your particular request, you can still make a claim on your policy.

Contact us to make a claim

You can find our contact details below.

Have your policy document and any other necessary documentation ready when you call.

We'll explain how to make a claim, and give an indication of cover for your claim.

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What you need to do to make a claim

Do you need to cancel your holiday?

• Medical reasons First, seek advice from a doctor for them to confirm whether it's medically necessary to cancel. This can be either a phone consultation or an appointment at the surgery.

For all other reasons, call our claims team as soon as you're aware you may need to cancel. Cancellation charges increase the closer you get to the departure date for your holiday. The claims team will tell you what information is needed to claim, and whether your circumstances are covered.

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Do you need to cut your holiday short?

• Because of a medical condition You should contact the Emergency Medical Assistance Service on +44 (0)147 335 6274.
• Because of illness, injury or death of a close relative We'll need confirmation of their condition from their doctor. We'll also ask for clarification as to whether their health was stable at the time of booking your holiday and taking out your travel insurance. Call our claims team as soon as you return home and they'll tell you what information is needed to claim, and whether your circumstances are covered.

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Has something happened to your belongings or baggage?

• If you suffer a theft on holiday you should report the matter to the local police and get a written report from them. A crime has been committed so you need to report it and we will ask for the written police report when you make your claim.
• If you lose something while on holiday, consider where you may have lost it and anywhere it could have been handed in. Report it to any party or place where you think it might have gone missing and get a record in writing. This will help with your claim.
• If anything happens to your luggage while it's checked in, you must report it to the airline and get a Property Irregularity Report (PIR). Try to do this while you're at the airport, or as soon as possible if you notice the problem after you've already left. If you want to claim from the airline directly, they may need you to follow up in writing within 7 days. You should check with them what their requirements are.
• If your baggage is delayed on your outbound flight for more than 12 hours, we cover for your replacement of emergency items such as clothes, toiletries and medication up to the limit in the policy. You should retain the receipts for all of your purchases. This is because we only cover items where a receipt is provided.

Call our claims team as soon as you can after you return home. They can tell you what other information is needed to claim.

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Have you lost your passport or essential travel documents?

• If your passport or other essential travel documents are lost or stolen during your trip, you should report the matter to the police or consulate as soon as possible. You'll need proof of the incident to make your claim.
• You should also get replacement or temporary documents as soon as possible, so you can return home without disruption to your plans.

Call our claims team as soon as you can after you return home. They can tell you what other information is needed to claim.

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Have you had an accident or been taken ill abroad?

Call our Emergency Medical Assistance Service as soon as you can.

You can find our contact details below.

• If you're looking for outpatient treatment only, you should call before you have the treatment. They'll be able to direct you to the best place for your care.
• Keep all receipts, invoices and reports that you are given. These will help you when you come to submit your claim.
• If public treatment is available, you should take this option for your treatment. If you are offered a choice between a public or private treatment and you opt for private treatment, we may not cover your claim.

Call our claims team as soon as you can after you return home. They can tell you what other information is needed to claim.

Just so you know, Silver and Gold cover also provide a hospital benefit for any inpatient stay over 24 hours.

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Did you experience a travel delay or enforced stay, travel disruption or missed departure?

• Get confirmation of the reason and length of the disruption from the provider. We can't consider your claim without this.
• If you're claiming additional costs rather than a fixed benefit, keep all receipts.

Call our claims team as soon as you can after you return home. They can tell you what other information is needed to claim.

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The information you need to make a claim

For all claims, you'll need an original booking invoice for your holiday showing dates of travel.

For other claims, you'll also need the information below.

Cancellation claims

• Original cancellation invoices from tour operator and travel agent.
• For other pre-paid trip costs we will require proof of purchase, and where appropriate, confirmation of any refunds given.
• Proof of reason for cancellation when reason is not medical (for medical reasons we will send you a medical certificate for completion).

Cutting short a trip

• Documentary evidence showing the reason for cutting your trip short.
• Evidence of additional expenses incurred in getting you home early.

Emergency Medical expenses

• Original bills for all expenses claimed for.
• Medical report showing diagnosis of condition. We may send you a medical certificate for your doctor to complete.

Baggage loss or theft

• Household insurance details.
• Property Irregularity Report if the loss or damage was in the care of an airline, during transit. Or a police report for theft, or third party report for loss.
• Proof of ownership, such as an invoice, receipt, bank statement, photo or similar evidence.
• Repair report that confirms whether the item can be repaired or not and if so how much it will cost.

Delayed baggage

• Household insurance details.
• Property Irregularity Report if loss or damage or delay was in the care of an airline, during transit. Or police report for theft, or third party report for loss.
• Proof of ownership, such as an invoice, receipt, bank statement, photo or similar evidence.
• A letter from the airline, or other proof that confirms the time and date the baggage was returned.
• Receipts for your emergency replacement purchases.

Passport loss or theft

• Household insurance details.
• Property Irregularity Report if loss or damage was in the care of an airline, during transit. Or police report for theft, or third party report for loss.
• Proof of ownership, such as a receipt.
• Receipt for the emergency passport.
• Evidence of travel and accommodation costs incurred in obtaining the emergency passport.

Delayed arrival or travel disruption

• Evidence of the flight number, date and time of scheduled departure and actual date and time of departure.
• Proof of reason for delay.

Missed departure or travel disruption

• Proof of what caused the missed departure. For instance, a public transport delay could be a vehicle breakdown or strikes.
• Original receipts for additional transport and accommodation costs incurred.

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