Travel Insurance
Frequent Questions

Damages & Claims

What do I do if I have a medical emergency during my trip?

Atlas has a 24 hour worldwide international medical rescue emergency service with Global Response. In the event of an illness or injury which requires you to go into hospital as an in-patient, please phone on +44 292 066 2438 or message on WhatsApp on +44 2920 662 432. You must always inform them that you are insured with Atlas Insurance PCC Limited in Malta and quote your Travel Policy Number. You must also notify our office in Malta of such claims on +356 2343 5381 or by email on [email protected]

What should I do if I am not satisfied with the service I am given?

With the best will in the world, concerns about some aspects of our service can occasionally arise. In such circumstances our staff have wide authority to settle problems and will do everything they can to help. This should be your first point of contact. For further information please refer to our complaints procedure.

Insurance Cover

When does my insurance cover start?

Your cover starts once the policy is issued or 12 months prior to the start of the trip whichever is the later. This normally follows application, acceptance of application and payment of premium. Once cover starts you will be protected against some of the problems that may cause you to cancel a pre-booked holiday.

If I buy a policy online, how do I know that the Policy went through OK?

You will be sent an email to the email address you provided and in it you will be supplied with a Policy Reference Number (which is also quoted at the time your payment goes through during the purchase process) and if you like you can print out the policy schedule & document after payment has been effected, or save them electronically.

I am going abroad on business, am I covered?

The policy covers non-manual work in connection with a profession, business or trade, but any manual work carried out during a business trip is not covered.

Will I be able to recover my deposit or full payment if I have to cancel my trip?

Yes! You will be covered for unrecoverable expenses you incur if the trip is cancelled due to unexpected reasons for example, your bodily injury, illness or death, or that of any of your close relatives, accompanying persons and their close relatives as well as any persons you were planning to stay with during your trip. Cancellation cover will also apply for COVID-19 and other non-medical specific reasons. These are explained in the policy, the summary of cover and the Insurance Product Information Document, which can all be found on this website. Such expenses will be covered up to the limit of the travel cover option you have chosen i.e. either Budget, Standard or Premier.

Will I be covered if I fall ill or am injured during my trip?

Yes! You will be covered for all costs related to emergency medical, surgical, hospital, ambulance, rescue services and nursing fees due to your death, bodily injury or illness (including COVID-19) up to the limit of the travel cover option you have chosen i.e. either Budget, Standard or Premier. You will also be covered for reasonable additional transport and accommodation expenses policy if you must stay beyond your scheduled return date. Should you be hospitalised, please remember to contact International Medical Group (our International Medical Emergency Assistance provider) for assistance. You will find all contact details on your travel policy schedule (telephone, WhatsApp and email). The cover is fully explained in the policy, the summary of cover and the Insurance Product Information Document, which can all be found on this website. You might also be eligible to emergency medical treatment as an in-patient under the European Health Insurance Card or under the UK reciprocal health agreements.

Will my valuables and electronics be covered if these are stolen or lost?

Yes, they will be covered as part of your baggage, however, such items must not be left unattended at any time.  When not held by you, valuables (such as jewellery and watches) must always be deposited in a locked safe or safety deposit box.  Electronics such as mobiles, tablets and laptops can also be kept in your locked accommodation or a ‘left luggage facility’ when not held by you. Please note that we define unattended as not having the items in your full view and when you are not in a position to prevent such items being stolen. Here are a few examples when such items would not be covered by your policy: When

• - forgotten and left behind on board a plane;
• - left on the beach while you go swimming;
• - left on a bus, train or taxi, including Uber taxis;
• - left behind in a restaurant.

Are there any limits applicable to valuables and electronics?

Yes, items such as jewellery, watches, mobile phones and tablets have a limit per item of €300 on the Budget option, €750 on the Standard Option and €1,000 on the Premier option. There is also an overall limit on all items of €500 on the Budget option, €1,000 on the Standard option and €1,500 on the Premier option. Please do note that such items must never be left unattended.

Am I covered for skiing or similar sports?

You are not automatically covered for winter sports under our Travelpak Policy, however, there is a ‘Slalom Extension’ option available, which will cover you while skiing and for which you will have to pay an additional premium. Not all forms of winter sports are covered, though. See our Summary of Cover for more details.

Is there a limit to the length of my holiday cover?

Yes, the TravelPak policy is available for single trips up to 9 months duration. See also “When does my insurance cover start?”.

Are one way trips covered?

No. Travelpak only covers round trips starting and terminating in Malta.

Can I get a refund on a policy?

We will refund your premium if you find that the policy doesn't meet your requirements. In this case you have to return the policy booklet and schedule to us within 14 days. Your premium will be refunded in full provided no claim has been made on the policy. Document duty will, however, not be refunded.

What about expeditions and extreme sports?

The Policy will not cover you for boxing, bungee jumping, canoeing at grade 4 or above, caving or cave diving, canyoning, rock climbing or mountaineering requiring the use of guides or ropes, extreme sports of any kind, expeditions, quad-biking, gliding, gymnastics, hang gliding, high diving, horse riding in competitions, hot air ballooning (unless as part of an organised trip with a qualified pilot), hunting, jet skiing, karate, kayaking, martial arts, microlighting, parachuting, paragliding, parapenting, polo, pot holing, rafting, rugby, shark diving, sky diving, sky surfing, trekking in excess of 2,500 metres altitude, tubing, underwater activities requiring the use of artificial breathing apparatus (except scuba diving of less than 15 metres depth if suitably qualified or if supervised by a professional instructor) or wrestling.