Help

By Phone:
Please call us on 0844 412 3111 . Lines are open:
8am to 8pm weekdays
9am to 1pm Saturdays and Sundays
Calls are recorded and may be monitored for training purposes.

By E-Mail:
Please e-mail your question(s) and we will reply as soon as possible. Email: customerservice@primaryinsurance.co.uk

By Post:
Primary Travel Insurance
1 Prince of Wales Road
Norwich
Norfolk
NR1 1AW

Frequently Asked Questions

We have tried to anticipate, and answer, all of the questions we think you may have about our Travel Insurance policy. However, if you have a question that has not been covered in the Q&A, please contact us.

Q. Who provides the cover?

A. Our travel insurance policies are underwritten, arranged and administered by UK Underwriting Ltd on behalf of Fortis Insurance Limited,

Q. Are there any policy exclusions and conditions?

A. Yes. A specimen policy document, containing full details of cover and any exclusions and conditions which apply is available to view and print in the Policy Documentation menu.

Q. Am I eligible to take out Travel Insurance?

A. Yes, provided that You are permanently resident in the United Kingdom and registered with a Medical Practitioner in the United Kingdom. Each person is separately insured. In order to purchase any insurance product you must be, and you represent and warrant that you are, at least 18 years of age. You may buy an insurance policy on behalf of someone under the age of 18 years of age.

Q. Is cover available for persons over the age of 70? / Can I take out Travel Insurance if I have any existing medical conditions?

For more information about travel insurance for pre-existing medical condition or over 70’s, please call and talk to someone from our travel team on 0844 412 3111

Q. Can children travel independently on Annual Multi-Trip policies?

A. Yes.

Q. Does the Annual Multi-Trip world wide policy cover winter sports?

A. We do offer an annual multi trip policy with winter sports. Please select the winter sports option when obtaining a quote.

Q. Is golf cover available?

A. Yes, upon payment of an additional premium.

Q. How do I make a claim?

A. Please see the menu option 'Making a claim'. When making a claim remember to have your policy number and details to hand.

Q. I've bought a policy and want to change my details.

A. Please contact our call centre on 0844 412 3111 to amend your policy.

Q. Can I cancel my travel insurance?

A. You can cancel your travel insurance policy within 14 days of purchase and get a full refund providing you have not travelled or have any reason to make a claim.

Q. What if I need to make a complaint?

A. In the event of a complaint arising there is structured complaints procedure as explained in the policy document. If you prefer you can phone our call centre on 0844 412 3111