FAQs

FAQs – Business Insurance

Is it a hassle to get an alternative quotation?

Simply, no. In fact, only by carrying out a comprehensive review of your insurance needs with highly qualified, experienced professionals can you be sure that not only are your premiums competitive, but your cover is on the right basis. Investing a small amount of time now could not only reduce your premiums but ensure that your businesses are able to survive in the event of suffering a loss.

Will you get me the cheapest quote?

Any premiums we negotiate will be balanced against a number of criteria, from your own attitude to risk retention, the level of cover afforded and the claims service of each insurer and their financial security. Our significant market presence ensures we are able to negotiate the most favourable terms to match your cover or contractual requirements.

Why is choosing an independent broker important?

Only by working with an entirely independent insurance broker like Thomas Carroll can you be sure of getting truly independent advice. With a change in ownership of many brokers, including some even owned in whole or in part by insurance companies, some brokers’ strategies do not offer a view of the entire insurance market.

As a Chartered Broker, what makes Thomas Carroll different?

Chartered status is the industry’s gold standard and is currently met by only a select number of brokers. This title is only awarded to firms with a commitment to developing and maintaining the knowledge and capability of their people. It also signifies adherence to a demanding code of ethical practice. Chartered status brings with it serious obligations and we are required to ensure that the advice, service and ongoing advice we give to you is of the highest quality, is based solely on your researched needs and is provided by someone operating within their level of competency

My contact at my broker keeps changing. Can you offer continuity of relationship?

Yes. As Sunday Times Top 100 Employers for over 7 consecutive years, we pride ourselves in offering an enjoyable, challenging workplace and with many of our colleagues enjoying over 10 years service, our clients benefit from building mutually beneficial, long term relationships with their insurance broking and claims team.

Is there any benefit to arranging our Insurance and Health & Safety support with the same broker?

Yes. As the only broker with an OHSAS 18001 accredited Health, Safety & Employment Law Consultancy, Thomas Carroll are able to provide package solutions to manage and reduce your Health & Safety exposures that will assist in reducing your insurance premiums. In fact, due to the quality of support and service we offer, many insurers are even prepared to subsidise the cost of our training and consultancy to help make our clients more attractive insurance risks for the long term.

Why should I consider Thomas Carroll for my property assets?

We regard Property Investment as a specialist insurance sector and we offer property and income cover for investors which would ordinarily be found in the London Market.

What type of Landlord and Property Investor clients do you have?

We arrange insurance cover and provide risk management advice for the full spectrum of the property market: residential buy to let landlords, blocks of flats, commercial, office, retail and industrial – including complex portfolio with overseas assets.

How do I guard against inadequate rebuilding costs for my property?

We arrange insurance cover with an automatic 30% inflation factor and our commercial scheme facility does not have any under insurance clause. We recommend the use of a R.I.C.S valuation and their Building Cost Information Service.

How do I adequately cover the income and yield from my property assets?

We include rent cover until such time as your property is repaired, reinstated or replaced following an insured event and until your property is tenanted and you receive the same level of rent including any planned increases.

What if I carry out alterations to my property?

You should advise us of any changes, however you do enjoy automatic cover for alterations and additions, contract works cover is provided and we provide automatic cover for newly acquired properties.

What is the position if my property becomes vacant and not in active use?

You should advise us of these changes, however, it may be possible to maintain full cover, subject to you taking certain precautions after 30 days. We recognise the difficulties with vacant business rates and reduced portfolio yield with void periods so we work actively to provide cost effective cover.

My tenants suggest they can obtain more competitive building premiums?

We fully understand that maintaining the goodwill of tenants is essential, particularly at the present time and we will work with landlords to be flexible and helpful with demise level premiums. However, you benefit from an excellent level of protection at present and it is unlikely that the tenant will have a true comparative quotation.

Important Note:

The above general answers assume that you currently benefit from our flagship Thomas Carroll Property Select full policy wording. If you have any specific cover queries please refer them to one of our team.


Independent Financial Advice

FAQs

There are a number of things to consider before you get financial advice. For example, do you want financial advice or information about financial products? Different advisers offer different levels of service and different ranges of products. We explain these here with some questions to ask yourself and your financial adviser.

Do I need financial advice?

A financial adviser can give you advice about managing your money as a whole, or help you with specific needs or goals. You may decide you want financial advice if for example, you want to start saving for a pension, are considering protecting your family in the event of accident, illness or death, you inherit a lump sum of money, or are coming up to retirement and want help in converting your pension fund into retirement income.

What types of service are available?

Decide if you just want to buy a particular product or if you want your adviser to provide you with an ongoing service. Make sure the service the firm is offering you meets your needs. Firms may either give advice or provide information about financial products or offer both advice and product information.

Thomas Carroll can offer ‘one off’ advice if you have a particular need such as buying a competitive annuity or arranging life cover to protect your family.

We specialise in providing ongoing advice to personal and corporate clients and you can find further information about our Wealth Management Service.

What products can an adviser offer?

What advisers offer will vary, for example:

  • some only offer advice on products from the firm they work for or firms within that group of companies;
  • some offer advice on products from a limited number of providers;
  • some offer advice on products from the whole market.

Thomas Carroll Independent Financial Advisers Ltd offers investment advice on products from the whole market. We hold specialist retirement planning and pension transfer qualifications. We also specialise in providing advice to businesses and their employees.

We do not offer mortgage advice.

How can I find out what the letters after my financial adviser’s name mean?

Independent Financial Advisers (IFAs) can pass examinations relating to a wide variety of topics. To help you understand which qualifications your adviser holds, see the list on IFA Promotion’s website. You can also check the Chartered Insurance Institute website for details of Chartered Firms and Chartered IFAs.

Details of the qualifications held at Thomas Carroll can be found in Meet the IFA Team.

What will I have to pay?

You will have to pay for the advice you are given as well as charges on the products you buy. Your adviser may also offer other services that could cost extra. For example, the firm may offer an ongoing review service.

You can pay for financial advice in different ways. The main ways are:

  • by fee – normally you pay this directly to the adviser; or
  • by commission – this is paid to the adviser indirectly from the money you invest or spend on the financial product you buy or from the return on the product; or
  • by a combination of fee and commission.

Some advisers may not offer you a choice of how to pay, so you need to check.

Thomas Carroll offers all of the above payment options and will agree the payment method with you before you incur any charges. If you wish to pay by fee or a combination of fee and commission we will provide a written agreement detailing how much we will charge and the method of payment.

If you require an ongoing review service, such as our Wealth Management Service we also offer a monthly fee payment, known as a retainer, to spread the cost of your advice and review service.

Further details about our service and charges can be found in the ‘Guide to Our Services’.


TCMS FAQs

Why do we need to use your services?

More and more organisations are recognising the need to ensure effective health and safety management in helping reduce accidents, ensuring legal compliance and controlling insurance premiums.

However, ensuring this is done in practice is difficult for many organisations. Our health and safety management service will help you ensure legal compliance and a safe working environment for all your employees.

What makes Thomas Carroll different from other consultants?

Our fundamental approach to health and safety management is one of empowerment. We believe in providing organisations with the knowledge, expertise and guidance to allow you to develop your own unique safety culture.

Are your Safety Consultants experts?

All our consultants are qualified members of the Institution of Occupational Safety and Health (IOSH), the International Institute of Risk and Safety Management (IIRSM) or the Royal Society for the Promotion of Health (RSPH).

Our consultants have wide ranging backgrounds, including some who are ex enforcement officers and all believe in providing realistic and practical solutions.

How much time will I have to spend on safety?

This will be a business decision and will depend on your individual circumstances, but our health and safety management service is designed to involve all your employees in the management of health and safety rather than burden just one or two individuals.

Are there any additional costs?

The cost of our service is fixed, so you will not incur any extra costs for the service we have agreed.

Will you provide legal assistance?

We will pay all the legal costs involved in defending your organisation against a statutory notice or prosecution up to a limit of £100,000 per claim, but the law does not allow us to pay any fines against either an individual or company, subject to certain terms and conditions.

Are there any restrictions to your legal assistance?

In order for the legal assistance to apply you must inform us immediately if you become aware of any cause, event or circumstance which could to give rise to a claim.

In addition, a number of exclusions also apply to our legal assistance which include any incident relating to:

  • fines, penalties or compensation awarded against you
  • assault, violence or dishonesty
  • costs incurred before you notify us
  • anything which you knew about before becoming a client

Will you keep us up to date with any changes in legislation?

We will through a combination of consultant visits, newsletters and e-bulletins keep you up to date with any changes in legislation and best practice that may impact on your organisation.

Will I be able to reduce my insurance costs?

We have excellent relationships with all major insurers who recognise our unique approach to health and safety management. Insurers now recognise the benefits to them to well managed businesses and are prepared to reflect this in their premiums.

What documentation will you provide?

Our health and safety management system contains all the documentation you need to manage health and safety effectively including policies, procedures, records and registers.

Can I pass you my health and safety responsibilities?

Ultimately responsibility for complying with health and safety legislation lies with you as an organisation. However, we will work in partnership with you to ensure legal compliance and continuous improvement.

How often will you visit?

This will depend on what we agree with you in our service agreement and what best suits your individual needs.

What training will you provide to our employees?

This will depend on what we agree with you in our service agreement. All our training courses are designed to give delegates the competence and confidence so that they can contribute positively to management of health and safety in their workplace. Any additional training required can be provided under a separate agreement.

What happens if I am visited by the Enforcing Authorities?

If you are contacted by either the HSE or EHO regarding any health and safety issue then you should contact us and let us know immediately and we will discuss and agree what steps to take. We will agree a plan of action and if necessary we will attend any meetings with the enforcing authority.

What happens if we have an accident?

We will provide an emergency response to any incident that requires investigation following an accident or dangerous occurrence if the nature and severity of the incident warrants it.


Household Insurance FAQs

What does buildings insurance cover?

It covers your house and the fixtures and fittings, sheds, summerhouses, garages and greenhouses, which are all designed and only used for domestic purposes. It also covers swimming pools, hot tubs, hard tennis courts, terraces, patios, driveways, footpaths, walls, gates, hedges and fences all within the same site at the insured address shown in your schedule.

How much should I insure my contents for?

You should insure your content for the amount it would cost you to replace them as new.

Do you offer accidental damage cover?

Yes, we do. Accidental damage cover is offered on contents and buildings as an optional extension for an additional premium.

Can I cover my possessions away from home?

Yes, you can protect your possessions away from your home under our ‘contents away from home’ cover (also known as personal possessions cover away from home). We’ll cover your possessions while they’re temporarily removed anywhere in the United Kingdom and while they’re temporarily removed for up to 60 consecutive days anywhere in the rest of the world. If you have any individual item valued at £1,500 or more or a pedal cycle worth more than £500, you’ll need to tell us about it and we’ll class it as a “specified item”.

Why do I need family legal protection?

For a small additional premium, family legal protection provides you with legal assistance and advice in disputes involving things like employment contracts, purchased goods & services, bodily injury, tax enquiry cases and more.

You’ll also have access to helplines giving advice on European law, tax and health matters.

Are my contents covered for business use?

We’ll cover any office furniture and computer equipment owned by you and used for business purposes that are kept in your home, but not any other items which you own or use (whether totally or partially) for business purposes or which are connected with any employment.

Do I get a discount if I have window and door locks?

Yes, if you have approved security locks we may be able to offer you a further reduction in your premium.

Do you cover bicycles?

Yes, our content in the home would give you basic cover. If you’d like cover away from home, you should add “personal possessions cover away from the home” to your policy. There is a limit of £500 per bicycle. If your bicycle is worth more than £500 you’ll need to tell us about it so that we can class it as a “specified item”.

What must I do if my circumstances change during the period of insurance?

You must tell us as soon as possible about any changes in the information you give us, including the sums insured, and about any other new facts we should take into account when providing you with insurance. We may then re-assess your cover and premium. If you don’t tell us about any relevant changes, we may reject or reduce any claim or even treat you as being uninsured.

How can I pay for my policy?

We offer our customers a choice of easy payment methods. You can choose to pay your premium in a lump sum by debit card or credit card. Or, if you prefer, for an additional charge, the cost of your household policy can be spread over the year by paying instalments by direct debit. Paying online is via secure server, which uses advanced encryption technology to ensure your details are safe during transmission.

We accept the following credit and debit cards:

Mastercard, Maestro, Solo, Visa, Visa Electron.

What should I do if I don’t want you to send me any marketing material?

You can email us at info@thomas-carroll.co.uk or write to the Data Protection Officer, Thomas Carroll (Brokers) Limited, Pendragon House, Crescent Road, Caerphilly, CF83 1XX, stating your name, address and policy number if applicable.

How do I cancel my policy?

If you are dissatisfied with the cover provided by your policy, you have 14 days to cancel from the date you receive your documents if you are a new customer, or from your renewal date if you are an existing customer. As long as no incidents have arisen which could result in a claim under your policy, we will refund the premium you have paid. If any incidents have arisen, we will refund the premium you have paid less a pro-rata charge for the time you have been on cover. If you do not exercise your right to cancel during the 14 day period, your policy will continue as normal.

We have the right to cancel your policy at any time by giving you seven days notice in writing. We will send our letter to the latest address we have for you.

If you are paying by instalments and you miss a payment, we may cancel your policy. We will give you seven days notice in writing before we do this as set out in the paragraph above. You will still have to pay any outstanding premium and any administration fees due to us and we may take any outstanding premium and any administration fees due to us from any claim payment we make to you.

If you decide to cancel after the initial 14 day period, you must contact us before the cancellation date either in writing or by telephone. Should you wish to cancel your policy on that same day, you must contact us by telephone.

If we decide to cancel your policy or you decide to cancel your policy after the initial 14 day period, we will refund your premium as follows:-

  • If you cancel your policy before the first renewal date, we will refund the part of your premium which you have not yet used less an administration fee to take account of our costs in providing your policy. The fees are detailed in our scale of charges. If the amount of premium you have paid and not yet used is less than the administration fee you must pay us the difference. If a claim has been made, we will cancel your cover but will not refund any of your premium and if you are paying by instalments, you must still pay us the balance of your full annual premium.
  • If you cancel your policy after the first renewal date, we will refund the part of your premium which you have not yet used less an administration fee. The fees are detailed in your schedule. If the amount of premium you have paid and not yet used is less than the administration fee you must pay us the difference. If a claim has been made, we will cancel your cover but will not refund any of your premium and if you are paying by instalments, you must still pay us the balance of your full annual premium.
  • Please refer to our scale of charges which details the fees we may charge, and the amount.

If you or we cancel your home insurance policy at any time, we will automatically cancel any additional ancillary products, such as family legal protection, you purchased with it. Please note that no refund is payable under these sections.

Changes to your Policy

If you change your policy details or cover at any time during the cover period, we may charge an administration fee. The fees are detailed in our scale of charges.

What should I do if my insurance policy is no longer suitable for my needs?

If your insurance policy does not meet your needs or if you are dissatisfied with the cover provided by your policy, please call us on 0800 115566 to discuss your options. Your cancellation rights are provided in your policy booklet.

How can I renew my policy?

Before the renewal date of your policy, we will provide you with details of the terms on which your policy may be renewed.

If you pay your premium by direct debit:

  • Your policy will automatically be renewed on these terms.
  • In the event that you do not wish to renew your policy, you should tell us before the renewal date.
  • If you do not tell us and your policy is renewed, we will continue to make deductions from your bank account for the new premium.

If we are unable to offer you a policy we will let you know and you may be provided with details of the terms (including any changes to existing terms) on which your cover will continue via another insurer. By taking out this policy you agree that your data may be used to allow an alternative insurer to provide you with these terms before your existing policy expires.

If you pay your premium by direct debit and your insurer changes at renewal:

  • Your policy will automatically be renewed by the alternative insurer.
  • In the event that you do not wish to renew your policy with the alternative insurer, you should tell us before the renewal date.
  • If you do not tell us and your policy is renewed, deductions will continue to be taken from your bank account for the new premium.

Can I renew my policy if I haven’t yet received my renewal invitation?

About 3 weeks before your policy is due for renewal, we’ll provide you with the details of the terms on which your policy may be renewed. However, you can renew your policy up to 4 weeks before the renewal date. To do this please call us on 0800 115566 (office hours: Monday to Friday 9am – 5.30pm.

Can I renew my policy on this website?

Yes, some household insurance policies can be renewed online. Your renewal invitation will tell you if you can use this facility.


Motor Insurance FAQs

Can I get a quote if I don’t have a registration number?

Yes. We understand that there may be circumstances where you won’t have the registration number of the car you want to insure – it may be that you’re thinking of changing cars and want to find out how much it would cost to insure. We can select from our list of cars to get a quotation, but if you decide that you want to buy a policy, then you will need to know the registration number.

Please note that you can’t use the same no claim discount on more than one policy at the same time.

Do I need to provide evidence of my no claim discount?

Yes, if you decide to take out a policy with us you will need to provide evidence of your no claim discount within 10 days. Please send us proof of your no claim discount within 10 days in the pre-paid envelope we will provide. Failure to do so within 24 days could result in your policy being cancelled or an additional premium payable.

Your proof of no claim discount is usually one of the documents in your renewal invitation from your most recent insurer. It shows the number of years’ no claim discount you have earned. We only accept original proof from UK insurers, relating to a no claim discount which has been earned on a private car insurance policy. We cannot return your evidence of no claim discount once it has been used for your policy.

The document must show:

  • the number of years’ no claim discount you’ve earned;
  • the expiry date of your last insurance policy; and
  • any claims you have made

If there has been a gap since your previous motor insurance expired, we will require a short covering letter giving the reasons for the break in cover.

We are unable to accept the following documents as proof of no claim discount:

  • If proof of no claim is over two years old.
  • Photocopies or faxes
  • Certificates of insurance
  • Insurance quotations
  • Proof of no claim already used on another policy

If you already have a policy with us and are buying a second car on which you have not earned any no claim discount then please contact us on 0800 115566 as we may be able to give you an introductory discount.

If you have any difficulty in obtaining this proof, please call us on 0800 115566.

I’ve been driving a company car for the last few years. Will you give me a no claim discount?

If you are a company car user who is moving to your own insurance then we will require a letter from your employer confirming:

  • that you were the sole user of the company vehicle;
  • the dates you were covered under the company car scheme,
  • details of any claims which occurred during this period and whether these were settled on a fault or non fault basis; and
  • that you no longer have a company car and that no more than 3 months have elapsed since you left the company car scheme.

What should I do if my circumstances change during the period of insurance?

You must tell us immediately if any of the following happens:

  • you change your car
  • you make modifications or changes to your car which improves its value, performance, appearance or attractiveness to thieves. This includes, but is not restricted to, changes to the engine, engine management or exhaust system, changes to the wheels or suspension system, changes to the bodywork, such as spoilers or body kits or changes to the windows, such as tinting
  • you want to use your car for a purpose not included in your Schedule
  • you become aware of any medical or physical condition of any driver covered by your policy which may affect their ability to drive
  • you or any other driver covered by your policy are convicted of a motoring offence other than fixed-penalty parking offences
  • you or any other driver covered by your policy is involved in an accident whilst driving another vehicle or suffers a loss, such as a theft, of any other vehicle or makes a claim on any other motor insurance policy
  • you change the address at which you normally keep your car
  • you or any other driver covered by your policy are convicted of any offence relating to fraud, arson or dishonesty
  • you or any other driver covered by your policy change occupation
  • you change your annual mileage
  • you or any other driver covered by your policy cease to be a permanent UK resident

We may then re-assess your cover and premium. If you do not tell us about any relevant changes, your insurer may:

  • reject or reduce your claim; or
  • declare your policy null and void.

Please call us on 0800 115566 to make any changes to your policy.

Am I covered when I drive abroad?

Your policy will provide the cover required for Great Britain, Northern Ireland, the Isle of Man and the Channel Islands, and during sea journeys between these places.

It also provides the MINIMUM cover you need by law to use your car in:

  • a. any country which is a member of the European Union; and
  • b. any other country for which the Commission of the European Community is satisfied that arrangements have been made to meet the requirements of EC Directives on insurance.

If you ask, we can provide an international motor insurance certificate (Green Card). This will provide less cover than you have at home. The maximum period that you are covered for depends by insurer so if you are in doubt as to the allowance, contact us and we will advise you.

In return for any extra premium and an administration fee we may charge, we’ll extend the level of cover provided by your policy to named countries in Europe, and certain other countries outside Europe, as well as giving you an international motor insurance certificate (Green Card). This extension to your level of cover doesn’t include motoring legal protection or breakdown assistance cover. Your car will also be covered while being carried by a recognised carrier between those countries for the period shown on the Green Card.

How do I get my Certificate of Motor Insurance?

Your Certificate of Motor Insurance is held on our system and will be posted to your contact address by first class mail. However, we will only be able to send this to you once we have received your payment, evidence of no claims discount and a signed proposal form (where applicable). In addition, we may also require additional supporting documentation such as a tracking device certificate or a copy of your license. If this is the case we will let you know in advance and outline the insurers requirements.

Does your policy cover me to drive other cars?

There are certain occupations where cover to drive other cars is not provided and also some age limitations. We’ll tell you during the quote if this cover is not available. Full details of this extension are detailed in the policy booklet.

How can I pay for my policy?

We offer our customers a choice of easy payment methods. You can choose to pay your premium in a lump sum by debit card or credit card. Or, if you prefer, for an additional charge, the cost of your car policy can be spread over the year by paying instalments by direct debit. Paying online is via secure server, which uses advanced encryption technology to ensure your details are safe during transmission.

We accept the following credit and debit cards:

Mastercard, Maestro, Solo, Visa, Visa Electron.

What should I do if I don’t want you to send me any marketing material?

You can email us at info@thomas-carroll.co.uk or write to the Data Protection Officer, Thomas Carroll (Brokers) Limited, Pendragon House, Crescent Road, Caerphilly, CF83 1XX, stating your name, address and policy number if applicable.

What should I do if my insurance policy is no longer suitable for my needs?

If your insurance policy does not meet your needs or if you are dissatisfied with the cover provided by your policy, please call us on 0800 115566 to discuss your options. Your cancellation rights are provided in your policy booklet.

How can I renew my policy?

Before the renewal date of your policy, we will provide you with details of the terms on which your policy may be renewed.

If you pay your premium by direct debit:

  • Your policy will automatically be renewed on these terms.
  • In the event that you do not wish to renew your policy, you should tell us before the renewal date.
  • If you do not tell us and your policy is renewed, we will continue to make deductions from your bank account for the new premium.
  • If we are unable to offer you a policy we will let you know and you may be provided with details of the terms (including any changes to existing terms) on which your cover will continue via another insurer. By taking out this policy you agree that your data may be used to allow an alternative insurer to provide you with these terms before your existing policy expires.

If you pay your premium by direct debit and your insurer changes at renewal:

  • Your policy will automatically be renewed by the alternative insurer.
  • In the event that you do not wish to renew your policy with the alternative insurer, you should tell us before the renewal date.
  • If you do not tell us and your policy is renewed, deductions will continue to be taken from your bank account for the new premium.

Can I renew my policy if I haven’t yet received my renewal invitation?

About 3 weeks before your policy is due for renewal, we’ll provide you with the details of the terms on which your policy may be renewed. However, you can renew your policy up to 4 weeks before the renewal date. To do this please call us on 0800 115566 (office hours: Monday to Friday 9am – 5.30pm.

Can I renew my policy on this website?

Yes, some car insurance policies can be renewed online. Your renewal invitation will tell you if you can use this facility.


Travel Insurance FAQs

Should I buy an annual or single trip travel policy?

The cover offered for our annual and single trip policies is almost identical. An annual policy could be more suitable for anyone who is likely to travel more once in a year.

What is my Emergency Helpline number?

For emergency assistance whilst abroad, contact your respective helpline number below:

  • Sun World Plus +44 (0) 845 303 8580
  • PJ Hayman +44 (0) 845 260 1546
  • Aviva +44 (0) 1738 635 566
  • Ageas +44 (0) 23 8064 4633

How do I know if my holiday destination is safe to travel to?

The Foreign and Commonwealth Office publishes up-to-date advice on every country and whether or not it’s safe to travel there.

To view country specific advice visit the Foreign and Commonwealth Office website http://www.fco.gov.uk

Alternatively, contact the Foreign and Commonwealth Office Travel Advice Line on 0845 850 2829.

I’ve booked a holiday to a destination which may become dangerous for travel and I no longer want to go there. Can I cancel my holiday with my tour operator?

If the Foreign and Commonwealth Office http://www.fco.gov.uk is not advising against travel to that destination, your tour operator will contend that it’s safe to travel there. If you wish to cancel, you should check the terms and conditions of booking, paying particular attention to the section on cancellations.

If the Foreign and Commonwealth Office changes its advice and warns against all non-essential travel to your destination, your tour operator is still not legally obliged to make any concession. However, under the Association of British Travel Agents (ABTA) code of conduct, you should be offered the chance to defer your trip, choose an alternative holiday or have a full refund.

What happens if the Foreign and Commonwealth Office advises against travel to my holiday destination whilst I’m there?

Your tour operator should arrange for your return immediately, free of charge. They should also reimburse you for any unused portion of your holiday. If you have not booked through a tour operator, please call your respective 24 hour emergency helpline.

How can I keep track of Foreign and Commonwealth Office advice whilst I’m away?

If you’re worried your chosen destination may be unsafe during your stay, you can:

  • a. call us on +44 (0)29 2088 7733
  • b. check the Foreign and Commonwealth Office website. Most hotels have internet access or a nearby internet cafe
  • c. telephone the Foreign and Commonwealth Office Travel Advice Line on 0845 850 2829. This number is available 24 hours a day, 7 days a week. If you are calling from overseas you should call 00 44 1530 553424 (Monday to Friday, 8am – 8pm) and 00 44 2891 476754 at all other times. Alternatively, their website address is http://www.fco.gov.uk/

I’ve decided to cancel my holiday, as I don’t wish to travel due to the risk of terrorism. Can I claim under my travel insurance policy?

Cancellation on the grounds of war or terrorism isn’t covered by your policy.

Do I need baggage and money cover?

Our annual and single trip policies give you the option of removing baggage and money cover if you’re certain that it’s covered by your home insurance. Please check your household insurance policy to ensure cover will be in place for the duration of your trip.

I’m currently suffering from a medical problem. Will this be covered under my travel policy?

Our medical screening questionnaire will confirm whether claims relating to an existing medical condition will be covered on the policy. You simply need to complete an online quote or call us on 0800 115566 and we’ll confirm whether a particular medical condition will be covered.

I’m planning a six week holiday in Spain. Would such a long break be covered under your annual policy?

Our annual policy allows the option of 31, 62 or 92 days cover for any one trip. Provided you have selected at least 62 day cover a six week holiday is fine.

I have four children. Do I need to pay extra for all of them to be covered under ‘Family’ cover?

Our family rates allow for an unlimited number of children, step children or foster children to be covered.

My partner and I live together but are not married. We also have children, so are we still eligible for the ‘Family’ rate?

Yes, provided they are named on the policy schedule.

One of my children has turned 18 but would like to go on a family holiday this year – would they be covered?

Under our annual and single trip policies, if your child is in full-time education and travelling with you, then they would usually be fully covered up to the age of 23 but dependent upon the policy limits. Please ask us to ensure the correct cover applies.

What happens if I have a problem abroad?

We have a dedicated 24 hours a day, 365 days a year 24 hour emergency assistance line that you can contact from anywhere in the world. Simply call your respective emergency helpline.

Will I be covered for hazardous sports?

Our annual and single trip policies provide cover whilst participating in some hazardous sports and these are listed in the Hazardous Sports section of the Policy Booklet. If you’re taking part in any sport or activity not listed in the Policy Booklet, please contact us on 0800 115566 to check if you can be covered.

If I apply online, will I be covered if I’m going on holiday today?

Provided you buy the cover before the start of the trip, you’re covered as soon as you complete your application and payment online. You can get a quote here any time up to an hour before you travel. You’ll be given details of your policy number and the 24 hour emergency assistance line. Please ensure you make a note of these to take on your trip. Your policy will be sent to you within 5 working days so you may wish to print the Policy Booklet from the website if you want to take the full details on holiday.

What is the maximum age you’ll cover?

The maximum age for an annual trip policy is 85. There is no maximum age for a single trip policy.

How can I pay for my policy?

We offer our customers a choice of easy payment methods. You can choose to pay your premium in a lump sum by debit card or credit card. Paying online is via secure server, which uses advanced encryption technology to ensure your details are safe during transmission.

We accept the following credit and debit cards:

Mastercard, Maestro, Solo, Visa, Visa Electron.

How secure is my personal information?

All your information, including your personal and medical information, is stored securely on our systems. Once your purchase is complete your personalised documents will be stored securely. We use the latest encryption technology, which protects your payment details and all your personal information.

What should I do if I don’t want you to send me any marketing material?

You can email us at info@thomas-carroll.co.uk or write to the Data Protection Officer, Thomas Carroll (Brokers) Limited, Pendragon House, Crescent Road, Caerphilly, CF83 1XX, stating your name, address and policy number if applicable.

How do I cancel my policy?

If you are dissatisfied with the cover provided by your policy, you have 14 days to cancel from the date you receive your documents if you are a new customer or from the renewal date if you are an existing customer. As long as you have not made a trip and no incidents have arisen which could result in a claim under your policy, we will refund the premium you have paid. If you wish to cancel your policy at any other time, premiums paid will not be refunded.

If you wish to cancel your policy, please call our customer service line on 0800 115566.

How can I renew my policy?

Approximately 3 weeks before your annual policy expires, we’ll send you a renewal invitation by post which will give details of how to renew and what your new premium is.

Can I renew my policy on this website?

Yes, some travel insurance policies can be renewed online. Your renewal invitation will tell you if you can use this facility.

Can I renew my policy if I haven’t yet received my renewal invitation?

About 3 weeks before your policy is due for renewal, we’ll provide you with the details of the terms on which your policy may be renewed. However, you can renew your policy up to 4 weeks before the renewal date. To do this please call us on 0800 115566 (office hours: Monday to Friday 9am – 5.30pm.


Complaints

How do I make a complaint? To submit a complaint for any of our group companies please click here for further instructions.

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    Established in 1972, Thomas Carroll is a multi discipline risk consultancy covering business and personal insurance, financial services, health, safety and employment law.
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