Go Walkabout Travel Insurance is a trading name of Go Walkabout Limited.
Go Walkabout Ltd is authorised and regulated by the Financial Conduct Authority, our FRN is 580218. You can check these details on the FCA's Register, or by visiting the FCA website http://www.fca.org.uk/register/ , or by contacting the FCA on 0800 111 6768 or +44 207 066 1000 from abroad. Go Walkabout Ltd is permitted to arrange and advise on your insurance needs, and deal as an agent of insurers and clients, with respect to non-investment insurance policies.
Whose products do we offer?
We offer products insured by Union Reiseversicherung AG who 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.
Which service will we provide you with?
You will not receive advice or a recommendation from us. We may ask some questions to narrow down the selection of products we might offer you. You will then need to make your own choice as to how to proceed
How does our policy work?
You have two policies - the first is your Pre-travel policy which starts on the day you requested cover to commence after you paid the premium and remains in force until you leave home to start your trip. The second, your Travel policy, provides cover while you are on your trip from the time you leave home on the booked date of departure until the date of booked return. If you return home early the cover on that trip will cease on that date instead.
Your duty of disclosure
Your insurance is based upon the information you have provided to us and you must ensure that all such information is complete and accurate, and that any facts that may influence the insurer's decision to accept the policy and what terms are applied must be disclosed. Failure to disclose material information may invalidate your insurance and could mean that part, or all, of a claim may not be paid.
How to cancel
You have a statutory right to cancel a policy within 14 days of receipt of the documents, should you find that the cover does not meet your particular needs. If you decide to cancel within this period, you must confirm this to us in writing and return your documents to us; provided you have not travelled, or submitted a claim we will refund your premium. If you cancel outside this period you may not receive any refund of premium. Please refer to your policy wording documents for full information with regards to refunds.
Protecting your information
All personal information about you will be treated as private and confidential (even when you are no longer a customer), except where the disclosure is made at your request or with your consent in relation to administering your insurance, and except where law requires us. Some or all of the information you supply to us in connection with your insurance proposal may be passed to insurance companies for underwriting, claims and premium collection purposes. Your data will be held in accordance with the Data Protection Act 1998, under which you have a right of access to see personal information about you that is held in our records, whether electronically or manually. If you have any queries, please write to The Director, Go Walkabout, The Innovation Centre, Highfield Drive, St Leonards on Sea, E. Sussex TN38 9UH
How to claim
If you need to make a claim please contact our underwriter's in-house claims handlers Travel Claims Facilities. You can request a claim form on 08453 707 133, write to Travel Claims Facilities, PO Box 420, Tonbridge, Kent, TN9 9DE, or you may download the appropriate claims forms from the claims information page.
Fees and charges
We do not charge a fee for our services, however we reserve the right to do so, and if we choose to do this we will clearly show these within our quotations to you.
Protecting your money
Prior to your premium being forwarded to the insurer, and for your protection, we hold your money as an agent of the insurer (in which case your policy is treated as being paid for).
It is our intention to provide a high level of service at all times. However if you have reason to make a complaint about our service please contact us:
If your complaint is regarding the selling of your policies please write to:
The Customer Services Manager
Go Walkabout Travel Insurance
The Innovation Centre
St Leonards on Sea
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 (see further down the page for complaints relating to the gadget extension):
Quality and Improvements Manager
1 Tower View
0203 829 6604
If your complaint is in respect of the Supercover Gadget Extension for policies purchased before 8th February 2019
First contact Direct Group Ltd, Direct Group, PO Box 1291, Preston, PR2 0QJ, Tel: 0203 794 9300. Email: firstname.lastname@example.org. In all correspondence please state that your insurance is provided by UK General Insurance Limited and quote scheme reference 06172. If your complaint cannot be resolved by the end of the third working day, they will pass it to The Customer Relations Manager, UK General Insurance Limited, Cast House, Old Mill Business Park, Gibraltar Island Road, Leeds, LS10 1RJ. Tel: 0345 218 2685. Email: email@example.com.
If your complaint is in respect of the Bastion Gadget Extension for policies purchased on or after 8th February 2019
First contact; The Customer Services Director, Direct Group, Quay Point, Lakeside Boulevard, Doncaster, DN4 5PL Telephone: 0345 074 4788; Email: firstname.lastname@example.org . If you are still not satisfied with the outcome you may ask the Financial Ombudsman Service (FOS) to review your case or use the EC On-line Dispute Resolution (ODR) platform (details below).
If your complaint is in respect of Section C1 of the policy (End Supplier Failure)
Please contact International Passenger Protection Limited direct at; International Passenger Protection Ltd, IPP House, 22-26 Station Road, West Wickham, Kent, BR4 0PR. Alternatively, you can email them at email@example.com IPP will review your complaint and do their best to address your concerns. If the matter is not resolved to your satisfaction you can ask the Financial Ombudsman Service to review your case or use the EC On-line Dispute Resolution (ODR) platform (details below).
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 http://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
We are covered by the Financial Conduct Compensation Scheme. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS on 020 7892 7300 or by visiting http://www.fscs.org.uk/
If you have any queries regarding the above then please don't hesitate to contact us.