FAQ

Where did the name ‘battleface’ come from?

Any type of travel requires preparation and determination. Having insurance that won’t quit when government advisories change, means travellers of all types can focus on the fun, and face any obstacles with confidence.

How is battleface different from other travel insurance plans?

battleface provides specialised travel insurance for holidaymakers and extraordinary travellers who need more than ordinary insurance. Unlike most travel insurance plans, we offer cover for normal worldwide destinations as well as countries under government advisories (including COVID-19 advisory areas), adventure activities, and remote destinations. You can also purchase our policies while already travelling. When purchasing policies while travelling, cover will start 24 hours after purchase.

Does battleface cover for COVID-19?

battleface offers travel insurance which includes cover for medical expenses caused by or resulting from COVID-19. Claims will be paid for medical expenses up to the amount shown in your schedule of benefits and subject to the terms and conditions of your policy. The COVID-19 cover for medical expenses is available with our Travel Medical product for travellers up to and including age 59.

Does battleface cover trips to areas where the Foreign, Commonwealth & Development Office (FCDO) has advised against travel?

Yes. We provide full benefits, up to the policy limits, for all destinations including countries under the FCDO and government essential and non-essential travel advisories. This includes areas affected by COVID-19.

Who are your customers?

We cater to all travellers: people on holiday, business and adventure travellers, freelancers, and more.

Do you work with groups?

Yes. We customise and develop plans specifically for corporates, commercial and non-commercial organisations, institutions, and associations for groups of people who travel, live, and work internationally. Please visit our B2B page for groups here.

Can I see policy documents prior to purchase?

You can easily find relevant policy documents, notices, summaries, and other details regarding our products and services. To view, click here.

Can I extend my policy if I plan to travel longer?

The easiest option would be to buy a new policy, to cover the remaining part of your journey. We strongly advise that you buy cover for as long as you need in one go, although we understand that travel plans may change.

Please note that it would be subject to your continuing to meet the eligibility criteria, and the pre-existing exclusion would re-apply at the effective date of your new policy. When purchasing policies while travelling, cover will start 24 hours after purchase.

Availability of cover may also be limited by your location at the time of intended purchase and how long you have been there.

Does battleface cover for war and terrorism?

Yes, as long as you are not actively participating in war or terrorism. Terrorist activity has increased in frequency and severity over the last two decades. With battleface, travellers can rest easy knowing they are covered in the event of a terrorist attack.

How come my price is different today than when I first quoted my policy?

At battleface, we’re always tracking the global travel ecosystem to ensure we’re covering the right risks at the right rates. For example, your destination country is part of our rating algorithm and if that country is high risk when you quote and then is lower risk when you buy, you may see a lower premium for your policy.

How do you deal with countries which have sanction restrictions?

battleface respects international law and can’t conduct financial transactions with sanctioned countries. This means that claims in sanctioned countries can be more complex. For example, for medical evacuations, we dispatch support from sanction-free zones to transport a patient from a sanctioned country to a hospital in which payment for care is legal.

Reimbursement for emergency medical services in sanctioned countries can be tricky. However, there might be special cases where we could get approval for reimbursement because it was a medical emergency and you were there legally. So, always keep receipts!

Are there any hidden fees or charges?

No. We are committed to treating our customers fairly and are transparent in everything we do. When buying a policy with us, you will not pay us a fee. Instead, we receive a commission from the insurance carriers that we work with. For more information, please read our transparency statement.

How do you look after my personal information?

We take the protection of your personal data very seriously. Any personal data we collect will be processed in accordance with all applicable data protection legislation including the General Data Protection Regulation (GDPR) and Data Protection Act 2018. For full information about how we handle your data, please refer to our privacy policy and our cookies policy.

For questions, or if you would like more information, please contact us at contact@battleface.com.

What is the Insurance Product Information Document (IPID)?

Our two-page IPID summarises key information about your policy. It highlights some of the significant exclusions and restrictions, to ensure they have been brought to your attention before you buy. For the full wording, please refer to your policy document here.

What happens in case of emergencies?

We strongly recommend that you provide your battleface policy and contact information to your travel companies, friends, or family members. In case of an emergency, if you are not able to reach us, your next of kin should be able to contact us 24/7 via:

Email: contact@battleface.com
Tel: +44 (20) 8089 5338

How can I access international medical providers?

By contacting our team members via:

Email: contact@battleface.com
Tel: +44 (20) 8089 5338

How do I file a claim?

Please connect with us via email at claims@battleface.com for help and guidance with filing your claim.

Who is the Claims and Emergency Assistance Administrator and what do they do?

The Claims and Emergency Assistance Administrator is responsible for claims administration and for providing emergency assistance for battleface. These services are provided by:

Collinson Assistance Services
Sussex House
Perrymount Road
Haywards Heath
West Sussex
RH16 1DN

Who is the Plan Administrator and what do they do?

The Plan Administrator acts as the insurer’s agent in binding risks, issuing documentation, and the collection and processing of premiums and return premiums. These services are provided by:

battleface Insurance Services
Suite 24, 80 Churchill Square
Kings Hill, West Malling
Kent ME19 4YU

Who is the insurer behind battleface?

battleface Travel Insurance plans are underwritten by certain underwriters at Lloyd’s of London and, in the EEA, on behalf of Lloyd’s Insurance Company S.A. (“Lloyd’s Brussels”). Lloyd’s Brussels is a subsidiary of Lloyd’s and is authorised by the National Bank of Belgium (NBB). Lloyd’s is the world’s specialist insurance and reinsurance market.

The battleface Crisis Response membership plan is a separate service contract with a consultant service provider, MS Risk. MS Risk purchased an insurance policy with Griffin Underwriting Limited. Crisis Response plans are not included in or associated with the battleface Travel Insurance plans. Griffin Underwriting Limited is registered in Guernsey and approved and regulated by the Guernsey Financial Services Commission (GFSC), who supervise all insurance and financial business in Guernsey.