Travel Insurance - Booking Conditions

Please read through the following Booking Conditions carefully. If you have any queries on these, please do not hesitate to contact us -email

Your Contract with

By purchasing this insurance, you agree that you have read and accept the information herein and confirm that you have been provide with the relevant policy documentation to enable you to make an individual, informed buying decision based on your personal circumstances and your consideration of the merits of the policy. You also affirm that you did not receive a personal recommendation or advice on the merits of an insurance policy from

Status Disclosure Information is an Appointed Representative of Citybond Holdings plc (Citybond), trading as Citybond Suretravel, which is authorised and regulated by the FCA, under Firm Registration Number 623185, to arrange general insurance contracts. only offers insurance from Citybond Suretravel.

The Financial Conduct Authority (FCA) is the independent regulator of financial services.

Details of Citybond’s authorisation can be confirmed by checking the Financial Services Register at or contacting the Consumer Helpline on 0800 111 6768.


Financial Services Compensation Scheme (FSCS)

Citybond Holdings Plc is covered by the (FSCS). You may be entitled to compensation from the scheme in the unlikely event Citybond cannot meet their obligations to you. This depends on the type of insurance and the circumstances of the claim.

Further information about the compensation scheme arrangements is available from the FSCS (


Customer Service

We pride ourselves in maintaining excellent customer service standards.  Should there be an occasion when we do not meet you expectations, we will deal with any complaint in a thorough and professional manner.

If you have any cause for complaint, any enquiry can be raised in writing to:, 1st Floor, West Lodge, Station Approach, West Byfleet, Surrey, KT14 6NG

or by email to

In the case of a travel insurance complaint we will liaise with Citybond Suretravel on your behalf in order to arrive at a satisfactory solution. You will be given details of how we will aim to investigate your complaint.

If you cannot settle your complaint with us you may be entitled to refer it to the Financial Ombudsman Service for an independent review. You can write to them at: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR or telephone 0845 080 1800.

Demands and Needs Statement

This travel insurance is suitable for those who wish to insure themselves when travelling in respect of medical emergencies, cancellation, losses of baggage or money, personal liability and similar unforeseen expenses incurred whilst travelling.

It is available to those travelling to countries covered under the policy terms and who are EU residents. This is subject to policy exclusions, terms, conditions and maximum specified claim limits, details of which may be found in your policy booklet. If you do not have one of these, please ask for a copy to aid you in making your own informed buying decision.

We do not give advice or make personal recommendations in connection with any travel insurance product. However, we will ask you questions in order to provide you with a quotation, leaving you to make your own decision as to how you wish to proceed and whether this product fulfils your specific insurance requirements and those of any other insured persons.

Your Duty of Disclosure

It is important that you provide us with any information likely to affect the assessment and acceptance of your travel insurance. If you are in any doubt as to whether information is relevant then you should disclose it to us and/or your insurers. If your health changes during the period of insurance you should contact us and you may asked some further questions in order to retain cover under the policy.

Alternative Insurance

You may already possess alternative insurance(s) for some or all of the features and benefits provided by products purchased; it is your responsibility to investigate this. We will not provide you with advice about the suitability of this product for your individual needs but we will be happy to provide you with factual information to assist you in making an informed buying decision.


If, after purchasing a policy, you find it does not meet your requirements, you may cancel your policy. All travel insurance has a statutory 14 day “cooling off period”, following receipt of your documents, during which time you may cancel your policy and receive a full refund (subject to any administration fee, which you will be told about at the time of cancellation). This is provided no claims have been made or any incident likely to lead to a claim has arisen.

Cancellation outside of the cooling off period will result in no return of premium.

Cancellation of your travel Insurance must be made through Please use our online facility via the amendments section or send your cancellation request to .

Please note that a request for cancellation will only be accepted by email from the lead passenger. Cancellations cannot be accepted verbally.


Areas of Travel

This travel policy will not cover travel to areas where the Foreign and Commonwealth Office (FCO) has advised against. If you are not sure whether there is a travel warning for your destination, please check with the FCO before booking your insurance (phone 020 7008 0232 or 0233 or visit their website at

It is your responsibility to do this and no information or guidance will be provided by us in this regard.

Sports and Activities

Citybond Suretravel Insurance covers over 100 sports and activities, however please ensure that you clearly check that you are fully covered before participating in any sports and activities whilst on Holiday.  No claims will be accepted for incidents and/or accidents whilst taking part in activities and/or sports that are not listed in the policy document.

Confidentiality and Data Protection

Your information will only be disclosed to third parties in the normal course of arranging and administering any insurance contract(s) and to Citybond Holdings plc for the purposes of monitoring and/or enforcing compliance with any regulatory rules/codes.

Policy documents

If you are intending to purchase a travel insurance product, you should receive the documentation listed below and had the opportunity to review and question any items that may be unclear to you.

This document (as status disclosure & terms of business);

A policy booklet or similar, detailing policy terms, conditions, exclusions and your cancellation rights;

Price information including all applicable taxes and, where applicable, interest payments.

If you have not had these documents please contact us and we will be happy to assist. 

Medical Conditions

The following medical conditions are automatically covered and accepted – you do not need to tell Citybond Suretravel about them, as long as you have no other pre-existing medical conditions which are not listed below

Allergic rhinitis


Breast – Cyst/Fibroadenoma

Broken bones (other than head or spine - no longer in plaster)


Chicken pox (fully resolved)

Coeliac disease

Common cold(s)/Influenza


Ear infections (resolved - must be all clear prior to travel if flying)

Eczema (no hospital admissions or consultations)

Enlarged prostate (benign prostatic enlargement)

Gall bladder removal (no complications)



Haemorrhoids (piles)


Hernia (not hiatus)

Hip replacement (no subsequent arthritis)

HRT (Hormone Replacement Therapy)

Hyperthyroidism (overactive thyroid)

Hypothyroidism (underactive thyroid)

Hysterectomy (provided no malignancy)



IBS (Irritable Bowel Syndrome)

Migraine (provided this is a definite diagnosis and there are no ongoing investigations)



URTI (Upper Respiratory Tract Infection - resolved, no further treatment)

Varicose veins - legs only, never any ulcers or cellulitis

Please go to see the full list of accepted conditions

In addition to any medical condition on the list above, you may be automatically accepted for cover, provided you do not have more than ONE of the following medical conditions or ANY other pre-existing medical condition.

Arthritis (Juvenile, Osteoarthritis, Rheumatoid or Psoriatic Arthritis, Reiter's Syndrome, Rheumatism, Synovial Inflammation):

 • There must have been NO hospital admissions within the last 12 months.

 • Must NOT affect the back more than any other area of the body.

 • No more than 2 medications.

 • No mobility aids (other than walking stick or frame).

 • Must NOT be awaiting surgery.

 • Must have NO lung problems.

Asthma (Wheezing):

 • There must have been NO hospital admissions EVER.

 • Must have been diagnosed prior to age 50.

 • Must be controlled with no more than 2 medications (NO nebuliser, No home oxygen).

 • Must have been a non-smoker for at least 12 months.

 • Must be able to walk 200 yards on the flat without becoming short of breath.

Diabetes Mellitus (Sugar Diabetes):

 • Type 2 (Non-Insulin-Dependent Diabetes Mellitus) only.

 • Controlled by diet alone or by no more than 1 medication (no insulin).

 • There must have been NO hospital admissions or diabetic complications ever.

 • Must have been a non-smoker for at least 12 months.

Down's Syndrome:

 • There must be NO associated conditions or complications (e.g. congenital heart disease, epilepsy, gastrointestinal abnormalities)

Hypercholesterolaemia (High Cholesterol):

 • No more than 1 medication.

 • Must NOT be the inherited form.

 • Must have been a non-smoker for at least 12 months.

Hypertension (High Blood Pressure, White Coat Syndrome):

 • No more than 2 medications.

 • There must have been no change in treatment within last 6 months.

 • Must have been a non-smoker for at least 12 months.

Hypotension (Low Blood Pressure):

 • Must NOT be associated with any underlying condition.

Osteoporosis (Osteopaenia, Fragile Bones):

 • There must have been NO vertebral

1st Floor, West Lodge

Station Approach

West Byfleet


KT14 6NG