Lost Policy Documents
Can’t find your existing policy documents? Don’t worry, we’ve got you covered!
Your policy documents will have been included in your online document wallet but if you’ve misplaced this, you’re in luck!
If you supply us with an email address we can resend you your document wallet here
You can also find a copy of your policy wording below:
Protecting you wherever you travel
At Islands, our goal is to keep you covered wherever you travel. This is why we include a number of key features as standard in all of our travel policies.
What you are covered for
- Trip Cancellation/Curtailment: We cover prepaid travel and
accommodation costs. - Emergency Medical Expenses: We cover medical costs during your trip.
- Personal Accident: We pay for illness or injury expenses during your trip
- Travel Disruption: Compensation for delays and cancellations.
- Political Unrest/Natural Catastrophe Evacuation: Safe evacuation during crises.
- Collision Damage Waiver: Covers car rental accident costs.
- Winter Sports: Protects winter sports equipment and
arrangements. - Missed Departure/Connection: Covers missed flights due to
various reasons. - Business Travel: Expenses for staff replacement and more.
- Uninhabitable Accommodation: Alternative accommodation due to disasters.
- Personal Liability: Covers damages to third parties or property.
- Legal Expenses: Handles legal costs and representation.
- SmartDelay Plus: Lounge access or cash for flight delays.
- Delayed Baggage: Reimbursement for delayed baggage.
- Loss of Passport/License Expenses: Compensation for replacements.
Making a claim
If you have been involved in an incident which may result in a claim, please tell us about it immediately.
In an emergency call the 24-hour assistance line:
+ 44 (0) 330 660 0758 (Option 1)
To submit and manage a travel claim you can use our travel claims portal, which can be found here:
www.submitaclaim.co.uk/islands
For assistance with your submitted claim, you can also call Millstream’s claim handlers – Monday to Friday 9am to 5pm on + 44 (0) 330 660 0758 selecting Option 2
Our Travel Claims Guide explains what to do after an incident and deals with what happens next to you and anyone else involved. Your policy document will explain precisely what is and is not covered. Please read your policy and insurance schedule in detail before making a claim.
FAQ’s
Have a question about your insurance policy?
We may have the answer already. See answers to our most frequently asked questions below.
How can I contact Millstream?
You can contact Millstream at:
- Claims and Assistance Helpline:+44 (0)330 660 0758
- Travel Customer Services: +44 (0)330 660 0758
- Medical Screening Service: +44 (0)330 660 0758
For more details, log in to your portal.
Am I covered for valuable items?
Yes, valuables like jewellery, watches, glasses, cameras, and laptops are covered under baggage and personal effects on Prestige and Single Trip policies.
Millstream offers different cover limits for total valuables and single items, so make sure to choose the right level when getting your quote.
Remember, you must take care of your belongings. Cover won’t apply if valuables are left unattended unless they’re in a locked safe or safety deposit box.
Am I covered if my travel provider goes into liquidation?
No, Millstream’s policies don’t cover airline or tour operator financial failure. This type of cover isn’t included in their policies.
Am I insured if I am pregnant?
Yes, you’re covered if you travel more than 12 weeks before or after your due date and your doctor hasn’t advised against it.
However, the policy only covers unexpected pregnancy complications, it does not cover routine costs related to pregnancy or childbirth.
Can I cancel the policy?
Yes, you can cancel your policy within 14 days of receiving it for a refund.
However, if you travel, make a claim, or plan to make a claim during this period, Millstream may deduct any costs for services you’ve used.
If you cancel after 14 days, you won’t get a refund.
Am I covered when working abroad?
Yes, Millstream covers non-manual jobs like retail or hospitality while you’re abroad. However, heavy or hazardous manual work, such as jobs using powered machinery (except handheld tools) is not covered.
Can you provide a real-life example of someone benefiting from the new medical screening for their travel insurance?
Certainly! To see how our new medical screening process operates in real-life situations and the advantages it offers, check out this case study from one of our customers. It illustrates how our screening can result in comprehensive coverage, free from surprises, and precisely tailored to individual requirements.
Does cover apply to volcanic ash clouds or strikes?
Yes, Millstream’s policies cover travel disruptions caused by weather, strikes, or industrial action. Volcanic ash clouds are considered weather events, so they are covered too.
How do I pay the extra premium for my medical conditions? Do I pay separately?
If you disclose medical conditions when getting a new quote, the cost will be included in your total premium when you buy the policy.
If your health changes later, you might need to pay an extra premium.
If my Doctor says I’m fit to travel, do I still need to tell Millstream my medical conditions?
Yes, you may still need to tell Millstream about your medical conditions.
Millstream has a set of questions to determine whether you need to declare your conditions. Some conditions are automatically covered at no extra cost, and you can find the full list in the Medical Conditions section of the policy wording.
Keep in mind that Millstream only covers conditions that have been fully diagnosed by a medical professional.
What if my flight’s delayed? How can SmartDelay Plus help me?
If your flight is delayed by more than 90 minutes, you can relax in an airport lounge. If a lounge isn’t available, you may get £25 instead.
Will this policy cover private healthcare?
This policy is travel insurance, not private medical insurance. It covers emergency medical treatment, not ongoing care.
Treatment is usually given at a state-run facility, like A&E in the UK. But if that’s not possible, private treatment may be covered – if Millstream approves it first.
If needed, Millstream will arrange to bring you home as soon as it’s safe.
Will you help me return home early for a family emergency?
The policy will pay reasonable additional travelling expenses if you must shorten your holiday because of the following:
- An accident, severe illness, death of a travelling companion, an immediate relative or close business associate.
- Your home or place of business being made uninhabitable or where Police have asked your attendance following a theft.
Please remember to inform Milstream of any reasons your trip can be cut short.
Can’t find what you’re looking for?
Have you tried using our handy search function at the top of the page? If you’re still having difficulty finding the answer that you need then please don’t hesitate to contact us.
Our offices are open Monday – Friday, 9am – 5pm and our team will be happy to assist with your query.