frequently asked questions

unfortunately, other than members of the British Forces Posted Overseas (BFPO), we can only offer travel insurance to residents of the United Kingdom, Channel Islands and the Isle of Man. what’s important here is your country of residence rather than your nationality. if you are a non-UK citizen resident in the United Kingdom or the Channel Islands with a UK address and have not spent more than six months out of the UK during the year before the policy is issued then you can be covered by any of the our brands on albert & eddie.

this differs based on the provider you choose when presented with the best products for you.
general rule of thumb is on single trip policies, anyone up to 115 years old can get cover, depending on the duration and the country you are travelling to.
if in doubt, please check the policy wordings for the relevant brand.

during the quote process, there is a section to enter your code.

a couple is defined as having lived permanently together, in a relationship, at the same address for at least 6 months.

yes, you can travel on your own, although any children under the age of 18 will only be insured if they are with one of the adults on the same policy.

please use the address of the lead person on the policy.

single trip policies are to cover you for one trip away and annual multi trip policies, are covering you for unlimited holidays, as long as each trip doesn’t last more than 31 days, within the 12-month period.

all trips must start and end in the UK, and your policy must be purchased before you leave (even if you get it at the airport!).
you can, however, buy a policy for a future trip whilst you are away providing that trip starts and ends in the UK.

an existing medical condition means any serious or recurring medical condition which has already been diagnosed, investigated or treated in any way, at any time before you travel, even if this condition is currently considered to be stable and under control.
you can let us know about any existing medical conditions by contacting our customer service team.

here are some questions that you might be asked by an underwriter if you were to claim:

1. If you or anyone named on this policy have ever been diagnosed with or treated for any of the following:

• Heart or Circulatory conditions
• Strokes or High Blood Pressure
• Breathing or Respiratory conditions (including Asthma)
• Cancer (even if now in remission)
• Diabetes (including diet controlled)
• Irritable Bowel Disease (such as Crohn’s, or Diverticulitis)
• Psychological conditions such as stress, anxiety, depression, or any psychiatric conditions such as eating disorders, drug or alcohol abuse or mental instability.

2. If you or anyone named on this policy are currently taking any prescribed medication (this doesn’t include medication for common colds, flu, or contraception).

3. If you or anyone named on the policy are waiting for any tests, treatment, or a non-routine hospital appointment.

4. If you or anyone named on the policy has seen a medical professional in the last 2 years, including attending a hospital, a clinic, or a medical practitioners’ surgery as either an outpatient or in-patient.

if you answered “yes” to any of the questions above, you must let us know. we may be able to offer cover for your medical condition, although there may be an increased cost or policy excess applied.

if your answers are “no” when you buy your insurance but change to “yes” before you go on holiday, you will need to contact our customer services team to make sure that you are fully covered.

we can usually help most people with an existing medical condition but you will need to tell us before you buy your policy otherwise you will not be covered by any claim relating to your known pre-existing condition.
when you are getting a quote, we will ask you questions relating to the condition to confirm your cover.
if you need some more information or clarification please contact us.

as long as you are fit to travel (your midwife/GP will be able to confirm this for you) then we don’t need to know. if you do have any medical conditions due to the pregnancy, we might need to know about these, but if you aren’t sure, just ask us!

pregnancy or medical conditions arising from pregnancy (which are declared to us and accepted in writing) are covered provided you will not be more than 28 weeks pregnant by the time your trip is due to start (or 24 weeks for multiple births) and a medical practitioner or midwife confirms that you are fit to travel. if you are confirmed not fit to travel, or if you will be more than 28 weeks pregnant at the start of your trip, (24 weeks for multiple births), you can make a claim under “cancelling your trip” provided you purchased this policy/booked a trip before you were aware you would not be able to travel.

contact the emergency medical assistance team as stated on your policy documents. their job is to help you and liaise with the treating doctors where appropriate. if you have to make any payments relating to sickness overseas remember to hold onto all the receipts as you’ll need these when making a claim.

the specific scenarios that your policy will cover you for if you are not able to go on your trip will be outlined in your policy wording.

as soon as you know that you have to cancel your travel plans, you must let your tour operator/booking agent know immediately as cancellation charges can change depending on how close the cancellation is to your travel date.

curtailment (coming home early) is covered if you have to return home because of unforeseen circumstances. cover is limited to certain circumstances specified in your policy and you should check the policy’s fine detail to make sure your policy has the right level of cover.
if you need to curtail or cut short your trip you must contact the emergency medical assistance team before you make any plans.
their contact details are shown in your policy documents.

Insurance Premium Tax (or IPT) is a mandatory tax set by the government (currently 20% on travel insurance) applied to the selling price of all travel insurance policies. like VAT you have no option but to pay IPT and as such our quotes already include it. however, IPT is unlike VAT as you cannot reclaim it if your purchase is a business purchase.

an excess is the first amount you will have to pay if you have to make a claim. for example, if your claims settlement figure is £500 and the excess is £75 the amount you would receive for your claim would be £425.00.
an excess is applied per person, per incident and per section under which the claim is made.

with any insurance, you should always act as though you have no insurance at all and take all measures to protect your property and yourself.

DelayOk offers you the ability to insure your flight against delay. we currently offer this as an extension on all of our single trip policies and you can add this to your policy by clicking here and logging into your customer area. please note: to be able to add this you will need your flight details to hand

DelayOk claims number: 0117 235 9933

DelayOk claims link: https://delayok.com/Claims

please contact us and we can help you.

don’t worry! simply send us an email at hello@albertandeddie.co.uk including your surname and the date that you purchased your policy and we’ll resend your policy by email.

we’re sorry to hear you need to make a claim!

who you contact will depend on the reason you are claiming, please click here for more information.

yes, all our policies carry a cooling off period of up to 14 days after purchase as long as you have not yet travelled or have made or are looking to make a claim.

please click here to visit our complaints page for full information.

the EU Entry/Exit System (EES) is a new digital system being introduced to strengthen the EU’s external Schengen borders. most non-EU citizens, including British citizens, will need to register their biometric details (fingerprints and a photograph) when entering or leaving the Schengen area.

you do not need to provide information before travelling. registration happens at the border and usually only takes a few minutes. the EES will eventually replace manual passport stamping

the EES was introduced on 12^th October 2025. its rollout is phased across Schengen border points, such as airports and seaports, over 6 months.

this means until April 2026, border procedures may vary between ports, and manual stamping may occur in some locations.

the EES applies to non-EU citizens and non-EU residents visiting the Schengen area for a short stay.

it does not apply to EU citizens, residents of Iceland, Liechtenstein, Norway, or Switzerland, or to those holding long-stay visas or residence permits.

the EES helps digitise border controls and improve security by keeping a digital record of everyone entering and leaving the Schengen area. fingerprints and a photo link a traveller’s biometrics to their document, helping to prevent the misuse of passports or their multiple use.

the EES will eventually replace manual stamping and help support the enforcement of the 90/180-day maximum stay rule in the Schengen area.

registration happens the first time you cross a Schengen border. you’ll scan your passport, provide fingerprints, and have a photo taken. you may also be asked basic questions about your trip.

depending on the port, registration could be done by a border guard, at a kiosk, or using a handheld tablet. once your record is created, subsequent visits within the next 3 years (or until your passport expires) normally only require a single biometric check. a new record is needed if you return after three years or have a new passport.

no, EES does not prevent travel. you will just need to complete the EES process when entering or leaving the Schengen area.

to find out more information about the EES, visit here.