Bought an annual policy for Europe in November 2012. They e-mailed the documentation which was fine. However when I recently wanted a copy of the documentation I went to their website. Imagine my surprise when I noticed a significant difference between the original and the website version. The website version stated that "You have chosen to exclude Turkey, Cyprus, Malta & Spain from this policy". I initially thought that this was a mistake since we holiday in Spain at least twice a year and this meant the policy wouldn't cover us. I was certain that I would not have excluded Spain. I contacted the company and was originally told that I should have checked the website. However,I sent them their original e-mail and it clearly stated that the only reason to visit the website was to get any additional copies of the certificate. They eventually agreed that "they" automatically excluded the above countries for certain medical conditions and that the original certificate was a mistake. Pity they didn't tell me about it as we had already been to Spain and had therefore been exposed to potential massive financial loss. The upshot was that they refused to cover us for Spain and admitted that they had made a mistake. We have been offered a full refund but I shudder to think what could have happened if anything had gone wrong whilst we were holidaying in Spain. I think the moral of this story is always check and double check the details of your policy. I have since been looking for a replacement policy and it is worth noting that lots of travel insurance companies now automatically exclude certain countries (Spain amongst them) from their so called "European" policies.

I lost my luggage in Malta and would have been in a bad place without these guys. Customer service guy was so helpful and kind. Good work guys and thanks.