FAQs

If included on your Certificate of Motor insurance the “Driving other cars” extension does apply, please check your policy wording for full details. We must however note the cover provides protection against legal liability for death or bodily injury to a third party and damage to third party property. This cover is very limited and should be viewed as emergency cover only.

Business cover will be included automatically for you and your spouse or partner if you have had a civil partnership ceremony and live at the same address. Exclusions do apply, so please call us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD) or check your Certificate of Motor Insurance

“Driving other cars” is a standard inclusion under most of our motor policies and allows the policy holder only, to drive vehicles not owned or hired to them, providing they have permission of the vehicle owner to use the vehicle. However, there are restrictions to this benefit such as age (must be over 25 at policy inception / renewal date) and occupation. To find out if you have “Driving other cars”, check your Certificate of Motor Insurance. The cover provides protection against legal liability for death or bodily injury to a third party and damage to third party property. This cover is very limited and should be viewed as emergency cover only.

If you live in your property and have Contents included, you will have a minimum of £5,000 of unspecified personal belongings cover with a single article limit of £2000 for most items. Your schedule will show the limits applying to your policy, or call us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday

We can change the address on your policy and add or remove buildings or contents cover as needed. Simply call us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD) or complete our online Change of Address form.

We can add buildings or contents cover to your policy at any time please call us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday or contact us online.

We include Employer’s liability in all our policies to protect you and your family where you are responsible for an employee’s illness, injury or death. This includes cover for domestic employees such as a cleaner, driver or people employed by you under contract, for example a builder or plumber. There is no additional charge for the standard level of cover and it cannot be excluded

Our standard liability covers form part of our home insurance policies. We do not charge an additional premium for them and they cannot be excluded .

Personal belongings are items you would normally take outside your home, including but not limited to; jewellery, clothing, photographic/audio equipment, mobile phones and sporting equipment. (Exclusions apply see your policy schedule and wording for more information or call us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday)

If you do not have figures to insure:

• Buildings Calculator Jersey
• Buildings Calculator Guernsey
• Contents calculator

To make a claim please download and complete a claim form or call us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday. For more information about motor claims please read our home insurance claims guide.

If you have a No Claim Bonus applying to your policy you will lose part or all of your discount. Your policy may also be subject to a loading depending if you have had claims before or if the value of the claim is very high

Accidental damage cover applies automatically to all our in-house home policies.

We include “New for Old” on all our policies for no additional charge (Exclusions apply see your policy schedule and wording for more information or call us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday)

Unfortunately, our policy doesn’t cover damage to gates and fences caused by storm.

We include cover for trace and access to water and oil leaks. This may be limited depending which policy you have. For more details please call us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday

Contents are items that stay within your home. Personal Belongings are items you would normally take outside of your home

If legal expenses cover is included on your policy it will be shown on your policy schedule. Alternatively please call us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday.

This provides up to £50,000 cover for you in legal costs. This covers you and family members living at home in pursuit of claims for death or personal injury and any disputes arising from contracts for goods and services, selling of goods, the rightful occupation or ownership of your home and contracts of employment. The legal provider, DAS also provides a free 24-hour Legal Helpline.

We do apply a No Claims Bonus to our home insurance policies. This is 1 year 15%, 2 years 20%, 3 years 25%. The amount of discount is noted on Home Insurance Statement of Facts. If you have any query about this please call us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday.

We can cover your bicycle outside your home under the Personal Belongings section of your policy. This is limited to a value of £2,000. To include a bicycle over this value or for more information on the exclusions applying please see your policy wording or call us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday.

We can cover your mobile phone or any portable device, outside your home under the Personal Belongings section of your policy. This is limited to a value of £2,000. To include an item over this value or for more information on the exclusions applying, please see your policy wording or call us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday.

An excess is the first amount of each claim that you must pay. We will deduct the amount of the Policy Excess from the settlement of your claim, or alternatively the appointed specialist or supplier will collect this amount from you on our behalf.

Your excess is detailed on your policy schedule. Alternatively please call us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday to discuss this matter.

We have a 24 hour helpline you can call on 0345 604 7012. Remember to check your policy booklet and schedule to see if any of the damage is covered, as you may be able to recover the cost, less any policy excess.

If you are planning an extension, a conversion or having any structural work carried out to your house, it is essential you let us know well in advance of such work commencing, so we can provide your insurers with the full details in order for your cover not to be prejudiced in the event of a claim. Please call us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday to discuss any changes you are planning.

Items under £2,000 on Premier or £10,000 on Prestige cover are automatically insured as long as you have contents cover. Items over these limits must be Specified with Insurance Valuations provided if the item is over £5,000 on Premier policies and £10,000 on Prestige policies. To add an item to your policy please call us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday. Alternatively please email us on insure@islands.je

This covers you and your family if a claim is made against you for causing damage to property belonging to a third party or a third party’s death, injury or illness. The limit of this cover being £5,000,000. Exclusions apply please see your policy wording for the full details of cover included. There is no additional charge for the standard level of cover and it cannot be excluded

This covers you and your family in the event of a claim against you, where you are legally responsible for Pollution or Contamination, caused by a sudden, unforeseen event or oil leak from a domestic oil installation. There is no additional charge for the standard level of cover and it cannot be excluded.

This covers you for against liabilities arising from your tenancy of the property specified on your schedule for damage to the building, cables, pipework, fixed glass and sanitary fittings. There is no additional charge for the standard level of cover and it cannot be excluded.

If you let out your property for holiday rentals and you are liable for damage to the paying guests’ belongings, cover is automatically included up to £10,000 for a maximum of six people’s belongings. There is no additional charge for the standard level of cover and it cannot be excluded.

Some policies we can raise up to 60 days early, please contact us and we will do everything we can to get your renewal to you as soon as possible.

No the “Driving other cars” extension does not apply in this instance.

You can change the vehicle on your policy at any point by calling us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday.

Yes, policyholders can add temporary additional vehicles to their policy. The charge will be dependent on the details you provide. For more information please call us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday.

You can add drivers to policies but each addition must be assessed by one of our brokers. Please call us on  01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday to assist you with this.

To find out if you have this option please, check your Certificate of Motor Insurance or call us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday.

To cancel your policy please return your Certificate of Motor insurance and Windscreen Insurance Disc confirming the reason for cancellation. Please note you may be subject to cancellation fees and if you have made a claim or one has been made against you during the period of cover, you will not receive a refund.

We are able to offer Multicar discounts on our policies. Our brokers are able to look if this has been included for you, to speak to them please call us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday.

To make a claim please download and complete a claim form or call us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday. For more information about motor claims please read our motor insurance claims guide.

The effect of a claim varies depending on your claim history and if you have protection in place at the time of the claim. Please call one of our brokers on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday and we can advise you on your individual situation.

If you have Comprehensive cover we will repair your vehicle subject to you paying the excess noted on your policy schedule/endorsement.

If you have Comprehensive cover you have windscreen cover subject to you paying the excess noted on your schedule of insurance.

Motor Legal Protection will pay the legal costs if you’re involved in a road traffic accident where you’re not to blame. It is there to help you claim from the person who is responsible for losses not covered by your Motor policy. These include compensation for personal injury, your policy excess and lost earnings as long as there is a better than 50% chance that your claim will succeed.

We include Breakdown cover for free on all our motor policies, subject to the following terms:

The vehicle, excluding any caravan or trailer, must not weigh more than 3.5 tonnes gross vehicle mass or be over 5.5 metres (18 feet) in length, or over 2.3 metres (7 feet 6 inches) wide. Cover extends to include any caravan or trailer attached to the vehicle at the time of the breakdown. Any caravan or trailer attached to the vehicle must not exceed 7.6 metres (25 feet) in length.

For full details follow this link.

You can call them on 0800 197 1013 for Jersey/UK. 0800 197 1015 for Guernsey/UK. Europe on + 44 117 934 217.

All parish hall enquiries, motoring convictions and non-motoring convictions including those pending must be declared to us. If you have not declared these please download the appropriate document then complete and return a copy of the Conviction Questionnaire to us on insure@islands.je

All after market modifications must be declared, or they could invalidate your insurance. Please complete and return the Modified Vehicle Report Form to us on insure@islands.je

A No Claims Bonus is a discount you get for being claim free for 1 to 6 years.

No claims bonus protection gives protection against losing your no claims bonus in the event of a fault claim. We add it at no additional cost once you reach the maximum no claims bonus and provides protection against two fault claims in a five year period. Any further claims would then result in the loss of your no claim bonus. For more information on how your no claim bonus is affected in a claim situation please see your policy wording.

We you give Breakdown cover and foreign use cover as part our policies. We do not charge any extra for this and as such we cannot delete them from your policy.

We are not able to change the level of cover on your policy mid-term, this can only be done at the New Business quotation stage or at the Renewal of the policy. The only situation where this is available at another time, is if you are also changing the vehicle insured on the policy.

To request duplicate documentation please call us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday.

To request duplicate documentation please call us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday.

Yes we will cover a garage’s loan car if your vehicle is in for a service or accident repair.

We cannot add additional cars on a permanent basis to your policy. We do however give multi policy discounts we can apply if you have more than one policy with us.

As long as you follow the advice of your medial practitioner you will be insured. If you drive against medical advice you will not be insured.

Some people have a “Driving other cars” extension on their own insurance policy but this is for emergency use only and not meant for everyday driving. To see if they have this cover they would need to look at their policy documentation.

You can travel to the UK for 30 days or Europe for 60 days. If you need any additional cover please call us on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday.

You can call our accounts department with your card details on 835358, pay online or by bank transfer / BACS including your policy number to:

Sort Code: 40-25-34
Account Number: 71643509
Account Name: M J Touzel IB Ltd.

We also accept Cash or Cheques.

We do have Direct Debit facilities. To find out if you are able to pay for your policy by Direct Debit please call one of our Brokers on 01534 835383 (JSY) or 01481 710731 (GSY) or 01481 824100 (ALD), 9am till 5pm Monday to Friday.

We are only able to accept Direct Debit payments from accounts belonging to Policyholders.

They are to assist Islands staff when we are reading completed forms, to draw our attention to any highlighted answer.

We do not have any insurers available to us covering Excess insurance at this time

Jersey & Guernsey – 9:00 till 17:00 Monday to Friday.

Alderney – 8:30 till 16:30 Monday to Friday

No, all training will be provided when you join us.

All candidates will be considered however GCSE (or equivalent) Grade C or above in Maths & English would be preferable. Online competency-based assessments will be conducted throughout the recruitment process.

No. We are more interested in candidates with transferable skills eg customer service. Previous use of Microsoft office packages would be helpful.

Depending on your role some travel might be needed however this would not be a regular occurrence.

Employees can donate £5 a month from their salary to support local charities.  These charities are chosen by our employees.

Our CSR (Corporate Social Responsibility) and Social Committee organise external volunteering opportunities and internal fund-raising events.  These can be for local or national organisations/charities like,

• Breast cancer ‘wear it pink’ day
• Volunteering at the annual soup kitchen, arranged by the Shelter Trust in Jersey
• Islands colour run which supports various charities in Guernsey
• Apple picking for Jersey Heritage’s Cider Festival
• The Tree of Joy organised by The Rotary Club of Guernsey

We also partner with Jersey & Guernsey Fire & Rescue Services sponsoring a number of key fire safety and prevention initiatives to help vulnerable residents.  We also partner with Genuine Jersey, Floral Guernsey Association, Royal Jersey Agricultural & Horticultural Society, Guernsey & Jersey Battle of Flowers, Alderney week, and much more.

• Recycling is encouraged throughout our offices.
• Environmentally friendly cleaning products are used by our cleaning contractors.
• Our new IT system supports the issuing of policy documentation by email which will save tens of thousands of sheets of paper each year.

Our wellbeing team is here to introduce lots of training sessions on various coping mechanisms eg tapping, mindfulness, and yoga, and provided various wellbeing gifts. We have several trained mental health first aiders across the islands. Also, we are able to offer support in the form of counselling and GP services via an online app provided by our employee assistance programmes.

• Family-feel culture.
• Modern and vibrant offices with barista-style coffee machines.
• Contribution towards gym memberships.
• Weekly fruit baskets.
• Contribution towards office wear.
• Flu vaccinations.
• All study fees for relevant professional qualifications.
• Paid social events.
• Generous benefits package including standard public holidays and half-day closures on the last working day before Christmas & New Year.

Document all damages with photos and keep all relevant receipts. Early contact with our team can facilitate a faster claims process.

Fees for surveyors or engineers needed for repair or reinstatement may be covered, subject to our agreement. Fees for claim presentation, like accountants, are not covered unless specifically agreed.

Yes, debris removal is covered.

Business policies generally include business interruption cover if the property is damaged. Check your policy for details, and it may also cover additional costs to keep trading.

Our property owner’s policies provide cover for this. Remember, tenants should continue paying rent if you provide alternative accommodation, and you cannot claim for loss of rent in addition.

Arrange an inspection by a contractor to ensure your property remains secure against the elements.

Unfortunately, we don’t cover storm damage to fences or gates unless insured under a premier home policy.

Typically, you should claim under your own home policy first.

If your property is uninhabitable, arrange for the least amount of alternative accommodation needed and inform us as soon as possible.

At present, you only need to provide one quotation along with images of the damage.

Arrange alternative accommodation and contact Islands immediately if you have no utilities or the property is unsafe and secure. Your content policy may assist with this.

If the damage requires urgent attention, make the property watertight, arrange any necessary emergency repairs, and get one quotation for repair costs to submit with your claim.

• If the tree has caused damage to your property or fallen into a public space, engage a tree surgeon to remove it and submit a claim form with the invoice.
• If your tree has fallen onto a neighbouring property, it’s generally the tree owner’s responsibility to arrange removal. Coverage under the policy for such incidents may vary, so please submit a claim form and invoice for consideration.

Customers should be directed to our new online claim form. For any queries, contact claims@islands.gg.

Arrange for emergency accommodation for the required period and contact Islands by telephone as soon as possible. If your contents policy is with us and the building insurer does not provide alternative accommodation, your contents policy may assist.

Engage a contractor to make emergency repairs to ensure your property is watertight, then submit the invoice, images, and a quotation for the repair. Only one quotation is required.

Contact Islands claims department by telephone if you require urgent assistance due to:

• • Your property being uninhabitable.
  • Loss of utilities such as electricity or water.
  • Water pouring into the property.
  • Your property being unsafe.
  • Inability to secure or make the property watertight.
  • If you are vulnerable and require additional assistance.

Islands will record your claim, offer guidance, and instruct a Loss Adjuster to help you.

Our Approved Repairers can provide a courtesy vehicle for you while your car is being repaired.

Please fill in the motor windscreen claim form and we recommend visiting one of our approved repairers or a motor glass specialist.

You may do so, but we can’t guarantee the same level of service or availability of a courtesy vehicle.

Yes, our Approved Repairers will undertake temporary repairs to keep you mobile.

Please get in touch with us directly to discuss your NFU mutual policy and any specific concerns or claims you might have.

We don’t provide hire vehicles, but if you use one of our Approved Repairers, they may provide a courtesy car, subject to availability.

You should claim under your own motor policy initially, as there’s typically no negligence involved.

If you require emergency assistance, please do not hesitate to contact us by telephone. Our emergency helpline is available 24/7 at 03456047012.

What services does the emergency helpline provide?
The helpline is designed for urgent assistance. The advisor will guide you on the next steps, help instruct a contractor, appoint a Loss Adjuster, and notify us as your insurer.

What should I be aware of when calling the emergency helpline?
From the week beginning 13th November, this will serve only as an out-of-hours helpline. Also, please reserve this helpline for emergencies. Non-emergency calls will have basic data captured, and our team at Islands will call you back for claim notification as soon as possible.

We understand the frustration due to high call volumes. For urgent assistance, please select the callback option; your request will keep your place in the queue, and we’ll return your call as soon as possible.

Yes, most specialist vehicle policies provide this, subject to photos of the vehicle and/or a valuation. Please contact us for further details.

It’s too soon to ascertain changes to premiums. Rest assured, any adjustments will be thoroughly considered with fairness to our policyholders at the forefront.

We’ve teamed up with Millstream Underwriting Limited to bring you this travel insurance, and they’re working with AWP P&C SA to make sure you’re covered.

Millstream has a set of questions to understand if you need to declare your medical conditions to us; you can find these questions on the second page of the policy quote process.

You don’t need to declare your conditions if it appears on the list of automatically covered conditions. You can find a complete list of these on the second page of the policy quote process and in the Millstream Policy Wording.

Please note that we can only cover conditions which have a complete diagnosis by a medical practitioner.

To ensure you have the full benefit cover, in case you need it, you must answer the quote questions accurately and to the best of your knowledge. Please remember you aren’t answering on your behalf but also of anyone on your policy.

If there are any changes to your health during your policy, you need to contact the medical screening team at 0330 660 0758. Please note, Millstream may charge you additionally. Suppose you don’t contact us, it can leave you with no right to make a claim and may mean that you travel with insufficient cover.

If it concerns:

• a travelling companion,
• an immediate relative,
• a close business associate
• someone who you plan to stay with during your trip, who is not a named on your schedule whose health the trip depends

This policy will not cover any claims under Section 1: Cancellation or Section 2: Curtailment that result directly or indirectly from any pre-existing medical condition you knew about at the time of taking out this insurance or when booking a trip and that affects:

• a travelling companion who is not insured under this policy;
• an immediate relative who is not travelling and is not insured under this policy;
• a close business associate; or
• a person you plan to stay with on your trip.

Subject to the terms and conditions, at the date, you bought a policy or booked a trip, your claims may be covered if your medical practitioner tells us there is no likelihood of your condition worsening to such a point that you would need to cancel your trip. However, if the medical practitioner does not confirm this, Millstream will not cover your claim.

Yes, as long you are not travelling less than twelve weeks before or twelve weeks after your expected due date. Please note, however, that your policy only covers unexpected complications of pregnancy and not costs associated with normal pregnancy or childbirth.

It’s important to remember that this is a Travel insurance policy, not Private Medical Insurance.  Millstream and us design the Policy cover to give emergency medical treatment, not ongoing care.  As a result, the cover is for emergency medical treatment by a state-run facility (on the same basis as A&E in the UK). However, if this is not possible, we will consider private treatment. However, we must agree on this before treatment.   We will then plan to repatriate you as quickly and safely as possible where medically necessary.

Millstream will ask you a series of questions during your quote about your medical history to understand whether we can offer a cover. Suppose Millstream can offer cover; the extra price for these will be included in the cost of your policy.

Upon buying your policy, you will receive the following:

• Policy schedule
• Medical endorsement (if you need it)
• Policy wording
• Insurance Product Information Document IPID

Your medical endorsement will list the declared medical conditions, with the questions and answers given by you. Of course, you must read and check that all the information disclosed is correct. If something happens, please call the travel customer service team on 0330 660 0563 or email admin@mstream.co.uk between 9 am and 5 pm on Monday-Friday.

Our contact details are:

Claims and Assistance Helpline +44 (0)330 660 0758
Travel Customer Services +44 (0)330 660 0758
Islands Jersey insure@islands.je
Islands Guernsey insure@islands.gg
Islands Alderney alderney@islands.gg
Medical Screening Service +44 (0)330 660 0758

If the policy doesn’t meet your needs, you will receive a full premium refund if you notify us within fourteen days of receiving the policy documents.  Suppose you travel during this time and make or intend to make a claim. We are entitled to recover all costs.

Yes, we include non-manual activities and work such as retail or hospitality.  However, it is good to remember that heavy or hazardous manual work (for example, involving powered machinery other than handheld tools) is not covered.

We cover a full range of sports and activities.  Some are free of charge (Levels 1-3), and some are for an additional premium (Level 4).  To see a full list of the sports covered, please look at the Millstream Policy Wording.

Valuables (such as jewellery, watches, glasses, photographic equipment, computers or similar devices and the like) are included as part of your baggage, and personal effects cover on our Prestige and Single trip policies (Bespoke policies offer this as an optional extra).  We offer different levels of cover in total and for single items, so please ensure you pick the right limits, as shown during the policy quote.

We expect you to take reasonable care of all your possessions, and cover for valuable items does not apply when left unattended unless in a locked safe or a safety deposit box.

Our policies cover any disruption to transport departing from or returning to the UK due to weather, strikes or industrial action.

We consider ash clouds to be weather events.

You are covered for the areas you have a pick for travel. You can select this as you are undergoing a quote, and it can be found on your Policy Schedule.

Remember that cover will not be given if you travel to a place where the Foreign, Commonwealth and Development Office (FCDO) has advised against any or all but essential travel. We suggest you visit www.gov.uk/fcdo if you have any doubts before leaving.

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 us of any medical conditions or other circumstances you are aware of when getting a quote.

If you’re a tourist, you do not need a visa for short trips to EU countries, Switzerland, Norway, Iceland or Liechtenstein. You can stay for up to ninety days in any one hundred and eighty-day period.

If you visit more than one of these countries within one hundred and eighty days, check that you do not spend more than ninety days across all the countries you visit. That’s because many countries apply the ninety-day limit as a group.

There are different rules for Bulgaria, Croatia, Cyprus and Romania. They each have their separate ninety-day limits. The time you spend in other countries does not affect how long you can spend in each of these countries without a visa.

You may need a visa or permit to stay longer, to study, work or travel for business.

Right now, there is no cover under our policies for the financial failure of an airline or tour operator. We do not add a cover under our policies as there is an increased level of consumer awareness in the event of end supplier failure and the protection provided by:

• The Package Travel and Linked Travel Arrangements Regulations 2018.
• Credit card protection under Section 75 of the Consumer Credit Act (if you pay for your trip with a credit card)
• Tour operator protections under ATOL.

Please click here for more information and advice on protecting themselves against a supplier unable to fulfil a booking due to financial failure.

Yes, but you need to follow our medical declaration’s terms. This may mean you must undergo a medical screening and pay an additional premium.

Millstream will cover you up to the policy limits if your holiday is disrupted because you or your travel companions fall ill with COVID-19 or you are specifically asked to quarantine. This includes emergency medical expenses, necessary accommodation expenses (room only) and travelling expenses. You should contact the twenty-four-hour medical assistance line for advice and help if you require treatment for Covid-19.

Register your flight on Millstream’s website before your journey.

With a delay over 90 minutes, you can unwind in a peaceful lounge or receive a £25  if the lounge isn’t available,

SmartDelay Plus has certain exclusions. We recommend checking our terms and conditions for a comprehensive understanding.

Unfortunately not. However, our collaboration allows you to receive a £25 deposit to your PayPal account if the airport lounge isn’t available.

Eligibility depends on the timely registration of your flight via our website. We use up-to-date tracking of flight delays to ensure you receive the right benefits exactly when you need them most.

Our streamlined process starts with one essential question, leading seamlessly to a travel insurance plan tailored to your needs.

A ‘yes’ response means we’ll examine your health more closely, which could adjust your premium. Our goal is always to be equitable and considerate.

Our enhanced checks enable us to assess risks more accurately, potentially reducing costs for those with minor health issues and ensuring fair pricing for all.

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.