Frequently Asked Questions


At DOGTAG we've tried to set the benchmark for clarity and make DOGTAG as clear and easy to understand as possible. Before you decide to contact us, please read through the topics below to ensure your question hasn't already been answered.

Our FAQs are arranged in sensible topics to make the info easy to find but if you can't be bothered looking through the FAQ topics, try the search facility🔎 at the top right corner of the page.

If you still feel you need help or advice, you're very welcome to contact us. The best method is to email us, it'll save you hanging on if the phones are busy. Our telephone numbers are displayed at the top of your browser window and our full contact information is available here.

Goto Who’s Eligible For Cover? FAQs
Goto Medical FAQs
Goto Duration Of Cover FAQs
Goto Tricky Situations Abroad FAQs
Goto Cancellation & Delay FAQs
Goto General Cover Information FAQs
Goto Changes and Upgrades FAQs
Goto Claiming FAQs
Goto My Rights FAQs
Goto Sports Cover FAQs

Who’s Eligible For Cover?

Who is Dogtag for BASI for?

This travel Insurance is business travel insurance specially designed for BASI Members and BASI Associate Members. As such purchase of this cover is available only to the above categories of snowsports professionals. Members and Associate Members can, however, purchase Couple or Family cover for spouses, partners and immediate members of their family.

Can non-UK residents purchase your DOGTAG travel insurance?

At present we can only offer travel insurance to residents of the United Kingdom, Channel Islands and the Isle of Man. What's important here is your country of residence rather than your nationality. If you are a non-UK citizen resident in the United Kingdom or the Channel Islands with a UK address and have not spent more than six months outwith the UK during the year before the policy is issued you can be covered by Dogtag.

US residents should watch this space for the launch of Dogtag USA when we'll be able to cover US residents too.

What is the maximum age limit on your policies?

Dogtag can offer Annual Multi-trip and Single Trip cover for anybody up to the age of 69.

How do you define a couple?

To be able to take advantage of the lower joint travel insurance premiums offered to couples, you have to have been living permanently together, in a relationship, at the same address for at least 6 months. You do not have to be married nor do you have to be of different genders.

Can people covered under an Annual Multi-trip policy travel independently?

Yes you can travel independently, although children will only be insured if they are accompanied by one of the insured adults.

If you cannot accompany your child, you'll have to purchase an individual adult policy for that child. See the question below regarding minors travelling alone for help with that.

Is cover provided for minors travelling alone?

It is an underwriter stipulation that if a minor is traveling alone you must purchase an adult policy even if you already have a Family or Single Parent policy.

We'll be very happy to help you with this so it's best to phone our sales team because our on-line system is designed to prevent minors from buying their own policy. If your child requires their own individual policy, just call 0800 036 4824. We have a discount scheme for minors so remember to ask for the discount.

Do I have cover for cancellation when this results from a Pre-existing Medical Condition affecting someone I am arranging to stay with, a travelling companion, a relative or a business associate?

This policy will NOT cover any claims under Section A1 - Cancellation Charges (A1) arising directly or indirectly from any Pre-existing Medical Condition, (known to you prior to the commencement of the Period of Insurance) affecting any:

  • Close relative who is not traveling as an Insured Person under this policy; or
  • Traveling companion who is not insured under this policy; or
  • Person with whom You intend to stay whilst on Your Trip,

If during the 90 days immediately prior to the commencement of the Period of Insurance they had:

  • Required surgery, in-patient treatment or hospital consultations; or
  • Required any form of treatment or prescribed medication; or
  • If they were on a waiting-list for, or had knowledge of the need for, surgery, inpatient treatment or investigation at any hospital or clinic at the commencement of the Period of Insurance; or
  • If a terminal diagnosis had been received prior to the commencement of the Period of Insurance.

Medical

How do I use my Emergency Medical Information page

Once you've bought your Dogtag 100% Proof Travel Insurance you'll get a confirmation with your Tag number and password. Simply go to the Members page and type in your Tag number and password. Once you've logged in you'll arrive at a Welcome page.

The topic on the left-hand panel gives you the opportunity to check your policy details and update the medical information for each member of your insured party.

IMPORTANT NOTE!
Your medical information is there for use in an emergency by a medic. The act of updating your medical information does not inform the insurer of any changes in your circumstances vis-a-vis your insurance. In the event that there is a change to any pre-existing medical condition or you are diagnosed with a new condition, then please contact the medical screening health line on 0800 036 4824.

What happens in a medical emergency?

This is when your personalised Dogtag comes into play!
If you have a medical emergency and either have to prove you're insured or a medic has to access your medical information, all they have to do is to check your dogtag and go to the website mentioned on the back (www.dogtag.net).

Once there, they can hit the red Emergencies button on the Home page and enter:

  • Your Tag number
  • Your name (as it is engraved on your tag).

They can then access several important pieces of information displayed there:

  • A statement of validity and currency of your Dogtag insurance policy
  • Access any medical details which you have chosen to publish for use in an emergency
  • Access details of your next of kin

You can also use this Dogtag system in the above manner if you have to contact us in an emergency or you can log in to your own personal Dogtag system using your tag number and your password.

What should I do if taken ill overseas?

Contact the Emergency Medical Assistance company stated on the policy Their role is to guide and advise you and liaise with the treating doctors where appropriate. If you have to make any payments relating to sickness overseas remember to hold onto all the receipts as you'll need these when making a claim.

Non emergency Treatment:

If you have a minor illness or injury that just needs non-emergency treatment, the most efficient way will simply be to pay for this at the time and keep receipts for all of your treatment. You can then claim for this separately - just go to our claims page.

In an Emergency:

Do not contact BASI, they will not be able to help you. Either you, or the doctors treating you, should contact our Emergency hot line on +44 333 0000 112. This infomation is on your Dogtag, if you have it on you, you or the medics treating you will have access to everything they need to know. It's a good idea to store that number in your phone too.

The role of our emergency team is to guide and advise you and liaise with the  medics treating you where appropriate. If you have to make any payments relating to sickness overseas remember to hold onto all the receipts as you'll need these when making a claim.

What is meant by an existing medical condition?

An existing medical condition means any serious or recurring medical condition which has been previously diagnosed, investigated or treated in any way, at any time prior to travel, even if this condition is currently considered to be stable and under control.

You can declare your Existing Medical Conditions by contacting our medical screening helpline on +44 (0) 203 829 3874.

What questions should I ask myself to help me define whether or not I will be considered to have a pre-existing medical condition?

Here are some questions you will be asked at the point of sale which will determine whether you have an existing medical condition.

1. Have you, or anyone travelling with me ever had treatment for:

  • any heart or circulatory condition?
  • a stroke or high blood pressure?
  • any type of cancer?
  • any type of diabetes?
  • a breathing condition (including asthma)?


2. In the last 2 years - have I, or anyone who is travelling with me, been treated for any serious or reccurring medical condition, asked to take regular prescribed medication, or referred to a specialist or consultant at a hospital for tests, diagnosis or treatment?

3. Are you are waiting for tests, test results or treatment of any description?

4. Has your doctor altered your regular prescribed medication in the last 3 months?

If you answered "Yes" to any of the four questions above, you must tell us. We may be able to offer cover for your medical condition, although an increased premium may be required or increased policy excess applied. To enable us to consider your medical condition please contact Travel Administration Facilities on +44 (0) 203 829 3874.

If your answers were "NO" at the time of booking insurance but change to "YES" prior to departure, you will need to contact Travel Administration Facilities to ensure that full cover for your condition is available. Please contact us on +44 (0) 203 829 3874.

What do I do if I have a pre-existing medical condition?

First of all, in brief, we can usually help most people with an Existing Medical Condition but you should declare it before you buy your cover otherwise you will not be covered by any claim relating to your known existing condition. So don't be afraid to pick up the phone and call the help line on +44 (0) 203 829 3874.

Now here's the information in detail: 
as we've mentioned above, you can declare Existing Medical Conditions by contacting our medical screening helpline on +44 (0) 203 829 3874. All travel insurance companies require the policyholder to disclose any relevant information that may influence them in their decision to accept or decline a risk. When obtaining a quotation please read all the terms and conditions which will guide you through the simple process.

This insurance operates on the following basis:

  • To be covered, you must be healthy, fit to travel and to undertake your planned trip;
  • The insurance will NOT cover you when you are traveling against the advice of a Medical Practitioner (or would be traveling against the advice of a Medical Practitioner had you sought his/her advice);
  • The insurance will NOT cover you when you are travelling with the intention of obtaining medical treatment or consultation abroad.
  • The insurance will NOT cover you if you have any undiagnosed symptoms that require attention or investigation in the future (that is symptoms for which you are awaiting investigations/consultations, or awaiting results of investigations, where the underlying cause has not been established)

No claim arising directly or indirectly from an Existing Medical Condition affecting You will be covered unless:

  • You have declared ALL Existing Medical Conditions to Us; and
  • You have declared any changes in your health or prescribed medication; and
  • We have accepted the condition(s) for insurance in writing.

For the purposes of this insurance an Existing Medical Condition is considered to be any serious or recurring medical condition which has been diagnosed previously, investigated or treated in any way, at any time prior to travel, even if this condition is currently considered to be stable and under control.

You can declare your Existing Medical Conditions by contacting our medical screening helpline on +44 (0) 203 829 3874.

Do I have cover to claim for cancellation or curtailment when this results from an Existing Medical Condition affecting someone I am arranging to stay with, a travelling companion, a relative or a business associate?

This policy will NOT cover any claims under Cancellation & If you need to come home early arising directly or indirectly from any Existing Medical Condition, (known to you prior to the commencement of the Period of Insurance) affecting any:

  • Close relative who is not traveling as an insured person under this policy; or
  • traveling companion or business associate who is not insured under this policy; or
  • person with whom you intend to stay whilst on your trip,

If during the 90 days immediately prior to the commencement of the Period of Insurance they had:

  • required surgery, inpatient treatment or hospital consultations; or
  • required any form of treatment or prescribed medication; or
  • if they were on a waiting-list for, or had knowledge of the need for, surgery, inpatient treatment or investigation at any hospital or clinic at the commencement of the Period of Insurance; or
  • if a terminal diagnosis had been received prior to the commencement of the Period of Insurance.
What else should I declare aside from my existing medical condition?

Very occasionally a customer will declare a medical condition but not tell us what it is they intend to do on holiday. Of course, it's up to you but it might be sensible to discuss with your doctor whether what you're planning is a good match for the medical condition from which you suffer.

There have been incidents, for example, of people declaring that they have a heart, cardiovascular or breathing condition but failing to tell insurers that they intend to do something very challenging, say, to climb Mt Kilimanjaro. Such a climb, which is to a very high altitude, is a very challenging endeavour for a person of good health let alone somebody with health problems.

Even if you have declared a pre-existing medical condition it is not enough to suppose that you will be covered for that in every circumstance. Remember, in every instance you are the commander of your own safety and taking unnecessary risks might affect how an underwriter will look at a subsequent claim.

What is the situation if I discover I am pregnant before traveling?

Pregnancy is not a medical condition in itself and is, therefore, covered by the travel insurance but there are certain aspects which need to be taken into account:

  • The airline are likely to require a certificate of fitness to fly from your GP or specialist, usually after 28 weeks. If you are denied boarding because you do not have a certificate of fitness to fly then the policy will not cover you.
  • Any associated conditions such as high blood pressure will be treated as a pre-existing medical condition and will need to be declared in normal way.
  • If you have a normal birth whilst away any time after 29 weeks this is not an emergency and will not be covered as it can be reasonably anticipated.

Duration Of Cover

How long can I get cover for?

DOGTAG for BASI is business travel insurance designed to provide cover for snowsports professionals working abroad provided that you select the BASI Activities upgrades offered to you when you go for an on- line quotation. You can choose between an Annual Multi-trip policy or a Single Trip policy.

Annual Multi-trip Cover

An Annual Multi-trip policy provides for multiple trips throughout the year of a maximum duration of 31 days as standard or, if you purchase the upgrade, a maximum of 62 days per trip. You can make as many trip s as you like but you must return to the UK between each trip.

Single Trip & ’Seasonaire’ Cover

If you require cover to operate as a snowsports professional abroad for longer than 31 days at a time (or 62 days with the AMT trip duration upgrade) then you can choose a Single Trip policy. A Single Trip policy can be purchased for durations of up to 18 months with the option to include cover for up to 180 days of professional snowsports activities.

If I am rushed home in an emergency at what point does my cover end?

Regarding the ongoing care of travelers when they return home to the UK when sick or injured, the simple answer is that Travel Insurance is designed to get people home and into the care of the NHS or perhaps a private healthcare scheme if the person involved is a member.

Even if the situation called for evacuation of a casualty back to the UK by air ambulance, the traveler would be met on arrival by an ambulance (paid for by the insurance company) to take them to hospital, at which point the cover ends.

What's the difference between an Annual Multi-trip, a year's Single Trip and a Backpacker/Gap Year policy?

The following are the maximum durations for each trip taken:

Annual Multi-trip travel insurance policies:

  • Maximum Trip Duration 31 Days (62 days if additional premium paid)
  • Maximum optional Winter Sports Trip Duration: 17 Days (24 or 31 days if the additional premium is paid).*

*Please note that on purchasing our ANNUAL Multi-Trip Travel Insurance policy, if you select 17 (or 24 or 31) days Winter Sports cover it will provide you with that maximum number of days winter sports cover during the term of the policy (not an unlimited number of winter sports trips of 17 (or 24 or 31) days durations).

If you wish to make a trip that extends beyond the limits shown above then you should consider purchasing either an Extended stay Single-Trip or Backpacker/Gap Year policy which are designed to provide cover for lengthy stays overseas

Single Trip travel insurance policies:

You can purchase a Single Trip policy for any duration from 10 days to 18 months.

Winter sports cover is an optional add-on to SINGLE TRIP policies and must be selected at the time of purchase. For shorter single trip durations (10, 17, 24 or 31 days) you will select cover for the whole period. For "Extended" Single Trip cover (anything up to 18 months), you can select winter sports for all or only a specific part of your trip.

Backpacker/Gap Year Insurance policies:

Backpacker is similar to Single Trip above in that you can select a variety of trip lengths up to a maximum of 18 months.

Backpacker/Gap is designed for those taking a lengthy period out for trekking or touring etc. You can add 17 days of winter sports cover if you think you might get the chance to ski or snowboard while on your trip but if you expect to spend more than that on the snow then you should choose a Single Trip policy which allows for the addition of longer stretches on the snow.

What is the maximum length of any one trip I can take on an Annual Multi-trip policy?

The following are the maximum durations for each trip taken that are covered by our Annual Multi-Trip travel insurance policies. If you wish to make a trip that extends beyond the limits shown here then you should consider purchasing either a Single Trip or Gap Year policy which are designed to provide cover for lengthy stays overseas.
Annual Multi-trip durations:

• Maximum Trip Duration 31 Days as standard (62 days if additional premium paid)
• Maximum Winter Sports Trip Durations of 17, 24 or 31 days dependent on the option chosen and additional premium paid.

* IMPORTANT WINTER SPORTS INSURANCE NOTE *
Winter sports cover is an optional add-on and must be selected at the time of purchase. Please note that on purchasing our Annual Multi Trip Travel Insurance policy, you may select 17, 24 or 31 days Winter Sports cover and will provide you with that maximum number of days winter sports cover during the term of the policy (not an unlimited number of winter sports trips of 17 (or 24 or 31) days durations).

When does cover commence with an Annual Multi-trip policy?

When you purchase an Annual Multi-trip travel insurance policy you will specify a start date and until that date you will not have any cover. If you are leaving on a trip in say one month's time and wish to have cancellation cover etc then set your travel insurance policy to start the day you purchase the policy.

When does cover commence with a Single-Trip or Gap Year policy?

A Single Trip or Backpacker/Gap Year travel insurance policy is designed to protect you whilst travelling between the start and end dates of your policy. Specifically, you are covered from the time you leave your home to commence your journey until your arrival back home.

However, from the moment you purchase the policy, you do have Cancellation cover for the cost of your trip, up to the limits of your chosen policy level. You can check those cover levels on the Cover Details page in the top navigation bar.

Tricky Situations Abroad

Which countries are excluded from your policies?

In the wake of current middle east affairs and health situations there may be heightened tension and some disruption to travel world-wide. All travelers must take into consideration the advice of the Foreign & Commonwealth Office.

Our policy does not provide cover under any section of the policy if your travel is to an area where the Foreign and Commonwealth Office has advised against 'all travel'. If you are not sure whether there is a warning for your destination, please check with the Foreign and Commonwealth Office (Tel. 020 7008 0232 or 020 7008 0233 or visit their web-site at www.fco.gov.uk).

How does SARS affect travel insurance from Dogtag?

Severe Acute Respiratory Sickness (SARS) is a cause for concern to all travelers and our underwriters have issued the following guidance which you need to read and understand.

Cancellation. If you are cancelling due to concerns over SARS or new health guidelines this is not covered. Tour Operators and Airlines are generally flexible enough to accept a change of holiday destination due to a 'major' situation taking place that is outside the control of the customer.

Traveling against official advice. If the World Health Organisation and/or the Foreign and Commonwealth Office issue specific advice against traveling to an area due to a health issue such as SARS and you choose to ignore such advice then the insurance will not cover you for claims related to that health warning.

Impact of travel advice issued after travel has commenced. Any individual who is in an infected or at-risk area and has or had been so prior to the World Health Organisation and/or the Foreign and Commonwealth Office issuing specific advice against traveling to that area due to a health issue such as SARS would remain fully covered, but you should contact the emergency number given on your cover letter before incurring any costs.

What happens if my baggage is lost when I arrive?

Immediately obtain, from the airport authorities, a Property Irregularity Report (PIR) and pass this with all other appropriate documents to validate your claim upon your return to the UK. An amount can be claimed if your baggage is mislaid on your outward journey beyond a certain period (usually 12 hours) for you to obtain replacement essential toiletries and clothing etc.

Am I covered for Mugging, Hijacking or Terrorist activity?

Section B10 of the policy details does provide cover for each full day you are confined as a result of the flight, international train or sea vessel you are booked on being hijacked during your journey. Your policy also provides a benefit in Section B11 should you become the victim of Mugging, which results in your hospitalisation during your journey because of a mugging involving a violent and threatening attack where you receive a bodily injury.

In respect of a terrorist activity, all sections of this policy other than, B4, emergency medical expenses will not cover you for any claim arising from, or consisting of: war, terrorism, biological or chemical warfare, invasion, act of foreign enemy, hostilities (whether war has been declared or not), civil war, rebellion, revolution, insurrection or military or usurped power.

Cancellation & Delay

What happens if I have to cancel my trip?

Cancellation cover applies if you have booked a trip to take place within the period of insurance but you are forced to cancel your travel plans because of circumstances out of your control and of which you were unaware at the time of booking the trip.

As soon as you are aware you have to cancel your travel plans, you must inform your tour operator/booking agent immediately as cancellation charges change depending on how close the cancellation is to your travel date. Your insurance policy will cover you for the cancellation charges that apply at the time it becomes apparent you will need to cancel your trip i.e. date of diagnosis so it is important that you cancel straight away.

What happens if I have to come home early from my trip?

Curtailment (cutting short) of your trip is covered if you have to return home because of unforeseen circumstances. Cover is limited to certain circumstances specified in your policy and you should check the policy fine detail to ensure your policy has the right level of cover. If you need to curtail or cut short your trip you must contact the Emergency Medical Assistance company before you make any plans. Their contact details are shown in the policy wording document.

What happens if my journey is delayed?

Certain Dogtag policy levels (MAX and PRO only) provide compensation for delayed departure on your outward or inward journey due to things like adverse weather or breakdown.

What happens if my flight is delayed beyond the insurance period?

Obtain a confirmatory note from the airline confirming the reason for the delay, together with scheduled and actual departure times and pass this to our claims office. We will also extend your policy free of charge in the event your flight is delayed beyond the period of insurance.

General Cover Information

What are the full policy details?

You can download and view the policy details and other relevant documentation HERE in our 'Download Zone'.  You can also see a table summarising the cover and cover levels HERE. The list of sports and activities that we cover can be viewed HERE.

What is Insurance Premium Tax (IPT) and is it included?

Insurance Premium Tax (or IPT) is a mandatory tax set by the government (currently 20% on travel insurance) applied to the selling price of all travel insurance policies. Like VAT you have no option but to pay IPT and as such our quotes already include it. However, IPT is unlike VAT inasmuch as you cannot reclaim it if your purchase is a business purchase.

What is a policy excess?

An excess is the first amount you will have to pay in the event of making a claim. For example if your claims settlement figure is £500 and the excess is £75 your payment would be £425.00. An excess operates on a per person, per section, per claim basis.

What is meant by "taking reasonable care"?

With any insurance, the policyholder should always act as though he has no insurance at all and take all measures to protect their property and themselves.

What do I do if I am traveling with valuables?

Our policies carry inner limits for valuables around the £100 to £200 mark (depending on which level of cover you choose), so please ensure that you have appropriate cover for valuables which exceed that amount. You can usually add cover for high-value items such as jewellery under your household contents insurance for very little extra so try to do that prior to departing.

When in resort use the safety deposit box or safe in room for any valuables, cameras, passports, money etc. as your policy will not provide cover for the loss or theft of valuables left unattended unless in a locked safe or out of sight in your locked trip accommodation.

What happens if the airline trash or lose my baggage?

Under the terms and conditions of your policy (check HERE for a cover summary and HERE for the full policy details), valuables left unattended. For the purposes of this insurance 'unattended' includes items left in the care of a third party such as your airline.

The reason for this is fairly plain when you think about it. If airlines were in a position to truthfully tell passengers that the luggage that they've damaged or lost can be claimed on your travel insurance then there would be little incentive for them to make any effort to look after your bags properly.

Warning about airlines!
Some airlines may believe that you can claim on your travel insurance for loss or damage to your luggage whilst it's in there custody. In fact, under the Montreal Convention, airlines have a statutory duty to compensate you up to a maximum of 1,131 Euros for loss or damage to baggage.

Delayed Baggage
Dogtag Pro & Max polices do provide some compensation for delayed baggage to help you until the airline gets it to you.

Finally
Don't put your valuables such as money, jewellery, travel documents or your passport in your check-in baggage, take on board in your carry-on hand luggage. If the airline lose your bag then your problem will be many times more complicated without those items. It's a good idea to keep your mobile phone with you as well; it's probably the most valuable tool in the event of a lost bag.

Am I covered for Mugging, Hijacking or Terrorist activity?

Section B10 of the policy details does provide cover for each full day you are confined as a result of the flight, international train or sea vessel you are booked on being hijacked during your journey. Your policy also provides a benefit in Section B11 should you become the victim of Mugging, which results in your hospitalisation during your journey because of a mugging involving a violent and threatening attack where you receive a bodily injury.

In respect of a terrorist activity, all sections of this policy other than, B4, emergency medical expenses will not cover you for any claim arising from, or consisting of: war, terrorism, biological or chemical warfare, invasion, act of foreign enemy, hostilities (whether war has been declared or not), civil war, rebellion, revolution, insurrection or military or usurped power.

Am I covered if my tour operator or airline goes bust?

Section B12 of the Policy wording does provide cover for costs you incur as a result of insolvency of your travel end supplier, which could be a scheduled airline, ferry, cruise, coach or rail company, caravan, mobile home, campsite or car rental company, hotel, villa, cottage or similar accommodation provider, excursion or safari company or theme park.

If the insolvency is prior to departure, then the cover pays for irrecoverable sums paid in advance if the end supplier becomes insolvent OR if the insolvency is after departure, it will pay for extra pro rata costs you have to pay to replace that part of the end suppliers arrangements to a similar standard to that which was originally booked; or if curtailment of the journey is unavoidable - the cost of return transport to your home country to a similar standard to that which was originally booked.

Can people with an Annual Multi-trip travel insurance policy travel independently?

Yes you can travel independently, though children will only be insured if they are accompanied by one of the insured adults.

If you cannot accompany your child, you'll have to purchase an individual adult policy for that child. See the question below regarding minors travelling alone for help with that.

Who underwrites Dogtag?

DOGTAG 100% Proof Travel Insurance is underwritten by Travel Insurance Facilities plc and insured by Union Reiseversicherung AG, UK Branch. Travel Insurance Facilities PLC are authorised and regulated by the Financial Conduct Authority. Union Reiseversicherung AG are authorised in Germany by BaFin and regulated in the United Kingdom by the Financial Conduct Authority and in The Republic of Ireland by the Insurance Regulator.

How do I know Dogtag is a proper insurer?

UK insurance is heavily regulated. All UK insurers are overseen and regulated by the Financial Conduct Authority (FCA); Dogtag's FCA Firm Reference Number is 519661.

From an FCA compliance point of view, Dogtag Ltd is an Appointed Representative of Maintenance Assist Limited who are authorised and regulated by the Financial Conduct Authority. 

Changes and Upgrades

I have bought a policy but now wish to change my details or cover.

In the first instance please email us including your policy number and the required alteration. In the vast majority of cases we will simply update and re-send your plain text cover letter by email. If you need to extend your cover then there may be an additional premium to pay, in which case this needs to be done on the phone as for security reasons we do not hold your credit card number.

I have lost my policy details, my DOGTAGs or my computer crashed whilst purchasing.

Don't worry! Simply send us an email including your surname and the date that you purchased your policy and we'll resend your policy by email.

Claiming

What happens if my baggage is lost?

Your baggage is covered within the limits stated in your policy document while it is in your care. However, we need to be aware of the situation once you have entrusted your baggage to the airline:

Airline Baggage Responsibilities

Under normal circumstances, the airline is responsible for your baggage while it is in their care. If your bags go missing or are damaged between checking them in at departures and your arrival, immediately obtain, from the airport authorities, a Property Irregularity Report (PIR) and pass this with all other appropriate documents to validate your claim upon your return to the UK. An amount can be claimed on your travel insurance if your baggage is mislaid on your outward journey beyond a certain period (usually 12 hours) for you to obtain replacement essential toiletries and clothing etc.

NOTE: Once your bags are in the care of the airline it is their responsibility to get you and your luggage to your destination airport intact. It is very common for airlines and baggage handlers to suggest the claim is submitted to the Travel Insurer when luggage has been damaged or lost in transit.

Contrary to this advice, we can confirm that it is actually their responsibility to review claims for compensation in the event of loss or damage of luggage in their care.

Here's what BA have to say on their website. As you can see, they are quite aware of an airline's responsibilities:

• Baggage delays
In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1,131 SDRs (approximately £1,000 or EUR1,230).

• Destruction, loss or damage to baggage
The air carrier is liable for destruction, loss or damage to baggage up to 1,131 SDRs (approximately £1,000 or EUR1,230). In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault.

• Higher limits for baggage
A passenger can benefit from a higher liability limit by making a special declaration at the latest at check-in and by paying a supplementary fee.

• Complaints on baggage
If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger's disposal.

How do I make a claim?

Please refer to the Contact Us page under UK Claims and Medical Emergency section. There you will find all appropriate contact details (which can also be found on your cover letter and on the policy document). The claims contact details will vary depending upon your policy number so have that to hand when you log in.

Please note that as most insurance companies sub-contract their claims processes to specialist customer service companies, we are not able to send out claim forms - it is always faster to contact the correct claim number or download from their website www.travel-claims.net.

My Rights

Is there a cooling off period?

Yes, all our policies carry a cooling off period of up to 14 days after purchase as long as you have not yet travelled.

What do I do if I have a dispute with the insurer and want to make a complaint?

If your complaint is regarding the selling of your policies:

Customer Services Manager
Dogtag Insurance
1 Tower View
Kings Hill
West Malling
Kent
ME19 4UY

Or if you would like to complain about the outcome of your claim, or assistance provided, please forward details of your complaint in the first instance as follows:

Branch Manager
URV
1 Tower View
Kings Hill
West Malling
Kent
ME19 4UY

who will review the claims office decision.

If you are still not satisfied with the outcome you may:

Ask the Financial Ombudsman Service (FOS) to review your case. Their address is Exchange Tower, Harbour Exchange Square, London, E14 9SR. Their telephone advice line is 0800 023 4567 if calling from a landline or 0300 123 9123 if calling from a mobile, or visit www.fos.org.uk.

You are also able to use the EC On-line Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/ who will notify FOS on your behalf.

Sports Cover

How do I find out if my sport is covered?

Dogtag provides sports travel insurance for a comprehensive list of the sports. The list of sports is huge and the easiest way to see if your sport is covered is to check the Sports List.

Certain sports are Excluded and we do not cover these under any circumstances.

When you go through the purchase process, the system will ask you to enter which sports you'd like to have covered. Just type in a few letters of your sport and its name will appear. If you select it, the system will select the correct level of sport cover for you.

Do you provide Winter Sports Insurance?

Winter sports cover is an optional add-on to all of our policies and must be selected at the time of purchase. The duration options for winter sports cover vary from product to product:

ANNUAL Multi-Trip Travel Insurance.
You have the option to select either 17 or 24 or 31 days Winter Sports cover and it will provide you with that maximum number of days winter sports cover during the term of the policy (NB: this does not provide an unlimited number of winter sports trips of 17 or 24 or 31 days durations).

Single Trip Travel Insurance
Winter sports cover is an optional add-on to SINGLE TRIP policies and must be selected at the time of purchase. For shorter single trip durations (10, 17, 24 or 31 days) you will select cover for the whole period. For "Extended" Single Trip cover (anything up to 18 months), you can select winter sports for all or only a specific part of your trip.

Backpacker/Gap Travel Insurance
Backpacker/Gap is designed for those taking a lengthy period out for trekking or touring etc. You can add 17 days of winter sports cover if you think you might get the chance to ski or snowboard while on your trip but if you expect to spend more than that on the snow then you should choose a Single Trip policy which allows for the addition of longer stretches on the snow

IMPORTANT NOTE:
Individual types of winter sports such as say, Langlauf, Heli-skiing or Ski Mountaineering are categorised according to the Sport, Sport+ or Extreme categories, so as well as selecting Winter Sports at the quotation stage, you should check the Sports list to find out which category (Sport, Sport+ or Extreme) that your particular winter sport falls into. That's the sport level you must choose. It is your responsibility to ensure that you choose the correct level of cover.

Does Dogtag offer 'Extreme Sports Travel Insurance' and what's the definition of extreme sports?

Dogtag does cover a whole range of 'extreme sports'. There is no specific definition of 'extreme sports'. Each sport is rated as either Sport, Sport+, Extreme or Extreme+ according to its own merits. Sports and activities falling into Sport+, Extreme and Extreme+ categories command an additional premium. Each of these categories also covers all of the sports listed in the categories below it.

Certain extreme sports are considered so high-risk that we specifically exclude them from cover. To check which category you sport falls under, click Sports List. If you do not see your sport listed you should contact our Customer Services team.

It is your responsibility to ensure that you choose the correct cover level for your sport.

What about cover for Adventure Sports Travel Insurance and other adventurous activities?

We can arrange travel cover for most sports and activities without additional premium and these would fall into our 'Sports' category. However, as with 'Extreme Sports' above, the more high risk the activity, the more likely that there will be an increased premium or that we will not offer any cover for that sport or activity. If you are unsure, you must contact our Customer Services Team to clarify either by email or by phone.

Do you provide Scuba Diving cover and what does it cover?

Dogtag provides scuba diving cover as standard in it's minimum level of sport cover (Sport) to a maximum depth of 30 meters. Cover for diving to a maximum depth of 50 meters is provided under our Extreme level of sport cover but  to dive to this depth you must be PADI (or equivalent) qualified or be under the tutelage of a PADI (or eqivalent) qualified instructor.

Enhanced Dive Cover:
Dogtag also provides an Enhanced Dive upgrade which will provide higher levels of cover for things like loss of diving days, delayed diving equipment and higher levels of cover for your kit.

Do you cover Off Piste Skiing and what is the definition of Off Piste?

Going 'off piste' is generally understood to be simply leaving the groomed trails within the resort. If you want to ski outside the resort, we would term this going 'out of bounds' or 'back country skiing ' and it requires a higher level of cover. These activities require different levels of cover:

  • Skiing Off Piste (within the resort):- Sport
  • Skiing Back Country (out of the resort) with a guide:- Sport+
  • Skiing BackCountry (out of the resort) without a guide:- Extreme

Skiing 'off piste' within the resort, in most cases will offer you as much scope as if you go outside the resort boundaries. However, if you are going out of bounds or outside marked areas of the resort, we recommend you do so with a fully qualified local guide because, in our view, you will then be taken to the best areas and you'll have a higher degree of comfort concerning your safety; the choice is yours but you will need to make sure that you have the right level of sport cover.

And remember, even some areas within the overall resort may be considered out of bounds because they are hazardous and they will probably be marked as such. You are in charge of your own personal safety and 'going under the wire', where you knowingly compromise your own safety, may compromise your insurance cover.

In most parts of North America, going out of bounds contravenes local law whether you have insured for it or not and you may, at best have your lift pass confiscated or worse, face arrest and have an overnight stay courtesy of the Sherriff's office. Normally there is a physical fence with warning signs so you shouldn't be in any doubt.

It is your responsibility to ensure that on any particular day you are aware of and obey local advice, information and instructions given by the resort authorities and that you obey any signs and information you encounter on the mountain - the source of this information will vary resort to resort and country to country and it is your responsibility to find out.  If a section is marked 'closed' there will be a very good reason for it (e.g. high avalanche danger) and ignoring such signs or advice may invalidate your cover. You should be aware that under the terms of cover, needless self-exposure to peril except in an endeavour to save human life may invalidate your cover.

Obviously, you must never ski off-piste alone.

Will I get rescued by Helicopter?

Whether you are on the ski slopes, in the rain forest or in the Himalaya, the rescue system used is the choice of those attending you at the scene, or more likely, the rescue organisation dealing with your case. For instance, Ski patrollers are generally very well trained and experienced at assessing injuries and managing the evacuation of the injured person off the mountain and to hospital in the manner most appropriate to the injured person's condition. It is they who will decide what is appropriate for the circumstances regardless of who insures you. Serious cases often involve helicopters but, more often, a combination of sled, ski lift and ambulance is more immediate and appropriate.

Other factors such as weather, remoteness and the local availability of rescue systems are also taken into account. Again, it is not uncommon to be asked for proof of insurance whilst on the mountain. Therefore please ensure that you have your Dogtag on you at all times.

What is meant by 'taking reasonable care'?

With any insurance, the policyholder should always act as though he has no insurance at all and take all measures to protect their property and themselves. You should not knowingly put yourself in harms way and you should be aware that under the terms of cover, needless self-exposure to peril except in an endeavor to save human life may invalidate your cover.

What is the definition of 'Offshore Sailing'?

Offshore sailing is defined for the purposes of this insurance to be sailing 12 Nautical miles off the coastline. Inshore sailing is, of course, sailing within 12 Nautical miles off the coastline or in inland waterways.