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Direct Travel Insurance
Call: 0845 605 2700
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  • Terms and Conditions


    Advertising

    All of our advertising meets the criteria set out by the British Codes of Advertising and Sales Promotions. We comply with the Financial Conduct Authority ICOBS rules.

    Company information

    Direct Travel Insurance is a trading name of AIG Travel Europe Limited, a company registered in England with company number 3960626. Registered address: The AIG Building, 58 Fenchurch Street, London EC3M 4AB.

    Confirmation

    You will receive an acknowledgement email, followed by a confirmation email with your policy schedule and policy documents attached. The content of the email will state your policy number, the main insured/principal insured person, policy commencement date, period of insurance and the territories covered as well as the total price you paid for the policy.

    Contracts

    Your travel insurance policy is a contract between you and our insurer. By purchasing a travel insurance policy you are agreeing to abide by the terms set out in the contract. The policy wordings for each of the policies we offer are available to any person visiting our web site and can be examined in their entirety at any time. Please note that a complete wording of your chosen policy will be sent to you by email once you have purchased travel insurance from us. These terms do not affect your statutory rights.

    Cancellation

    You may cancel this policy at any time, however you will only be entitled to a full or partial refund under certain circumstances. You must call us on 0845 605 2700 or email us at info@direct-travel.co.uk to confirm you wish to cancel.

    If you cancel your policy within 14 days of receipt of your policy documentation, where your policy has been paid in full and providing that you have not travelled, no valid claim has been made or is intended to be made and no incident likely to give rise to a claim has occurred we will refund the premium paid.

    If you are outside the first 14 days, have travelled, are making a claim or something has happened that will lead to you making a claim, we can still cancel your policy and we may be able to offer a partial refund in line with the terms set out in your travel insurance policy wording. We may charge an admin fee and/or an amount for the cover you have used. Please call us on 0845 605 2700 or email us at info@direct-travel.co.uk for further information.

    Customer support and service

    We can be contacted every day of the week (except Christmas Day, Boxing Day and New Years Day). We are open 8am-8pm, Monday to Friday, and 9am-5pm at weekends. You can find our contact details on our Contact Us page.

    Complaints regarding the sale of the policy and dealings directly with Direct Travel Insurance

    It is our intention to provide you with a high level of customer service at all times. If there are occasions when we do not meet your standards please contact the Sales and Service Manager. We will write to you within 5 working days advising who is dealing with your concerns. We hope to have concluded our investigations at this time, but if we need to take longer, we will either give you a full response within 20 working days or explain our position and provide you with a time scale for our full response. Direct Travel Insurance is a trading name of AIG Travel Europe Limited, which is authorised and regulated by the Financial Conduct Authority (FRN Number 312350) and should you fail to be satisfied with our final response you will have access to the Financial Ombudsman Service. They can be contacted at South Quay Plaza, 183 Marsh Wall, London, E14 9SR, telephone number 0845 080 1800 or e-mail enquiries@financial-ombudsman.org.uk

    All claims complaints

    All claims complaints should be made in writing to The Customer Care Manager, Direct Travel Insurance Claims, Shoreham Airport, Shoreham-by-Sea, West Sussex BN43 5FF or e-mail ukclaims@aig.com. If we have given you our final response and you are still dissatisfied you may refer your case to the Financial Ombudsman Service (FOS) at their address above. Referral to the FOS will not affect your right to take legal action against us.

    Method of payment

    We accept most major credit and debit cards. The cards we do accept are clearly displayed on the payment screen of this web site. You also have the option of ringing our office to purchase your insurance if you would prefer not to pay ‘on-line’.

    Prices

    Our instant quotes provide the full cost of all our travel insurances policies, including the Insurance Premium Tax.

    Receipts, bills and settlement mistakes

    The policy schedule that is sent to you displays the exact cost of your insurance. It will also display the date the transaction took place. The policy schedule will therefore serve as a receipt. Should the details on this document be incorrect we will amend your details immediately on your instruction.

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