Important Information
Under the Association of British Insurance General Business Code of Practice, we have to bring to your attention some of the important features of your travel insurance certificate

Insurance /certificate
Conditions and Exclusion
Date Change Exclusion
Fraudulent Claims
Medical Expenses
Health
Property Claims
Certificate Limits
Excesses
Reasonable Care
Complaints
'Cooling Off' Period
Hazardous Holiday Activities


Insurance /certificate
This contains the full details of the cover provided plus the conditions and exclusions which apply to it. You must read the certificate carefully.
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Conditions and Exclusion
Specific Conditions and Exclusions apply to individual sections of your insurance, whilst General Exclusions and Conditions will apply to the whole of your insurance.
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Date Change Exclusion
Changes in date could see widespread failure of computer and other systems containing computer chips, which depend on date-related information in order to work properly. Other than Medical Expenses, your certificate excludes anything directly or indirectly caused by failure of any computer hardware or software or other electrical equipment to recognise or process any date as the true calendar date.
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Fraudulent Claims
The making of a fraudulent claim is a criminal offence
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Medical Expenses
The certificate does not provide private health treatment unless specifically approved by the emergency service.
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Health
The certificate contains conditions relating to the health of the people travelling and others upon whose well being the trip may depend. It may be that you are required to disclose known medical conditions of such people prior to cover being issued and you must be aware that failure to disclose such information will prejudice your position.
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Property Claims
These are settled on an indemnity basis - not on a 'new for old' or replacement cost basis, unless otherwise stated in the certificate.
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Certificate Limits
Most sections of the certificate have limits on the amount the insurer will pay under that section. Some sections also have inner limits eg: for one item or for valuables in total.
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Excesses
Claims under most sections of the certificate will be subject to an excess. Where there is an excess, you will be responsible for paying the first part of the claim.
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Reasonable Care
You are required to take all reasonable care to protect yourself and your property and to act as though you are not insured.
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Complaints
If you have been unhappy with the service we have provided you, then you should write to the following address outlining the nature of your complaint:
	Customer Complaints
	Xelector Ltd
	32 Baseline Studios
	Whitchurch Road
	London, W11 4AT
Alternatively, you can email csmanager@xelector.com or call 0207 034 0707 and ask to speak to the customer service manager.

In the case of written complaints, we will acknowledge receipt of the complaint within 5 working days and provide details of the person who will be dealing with your complaint and when you should expect to receive a response from this person. We are committed to resolving all complaints as rapidly as possible, and in all but the most complicated of complaints, we aim to provide a written response to the complaint within 20 working days of receipt.

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.

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'Cooling Off' Period
The certificate contains a 'cooling off' period which allows you to return the certificate and obtain a full refund if you have justified reason to be dissatisfied with the cover provided.
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Hazardous Holiday Activities
The certificate may not cover you when you take part in certain hazardous activities, eg scuba diving. If you want cover for such activities you may need to arrange a specialist insurance.
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