Insurance

You must be insured when you book a Crystal Lakes & Mountains holiday. We have negotiated insurance cover through AXA Insurance UK plc., (Registered Office) 5 Old Broad Street, London EC2N 1AD. Registered in England No. 78950.
AXA Insurance UK plc is authorised and regulated by the Financial Services Authority. This can be checked on the FSA's register by visiting the FSA's website at www.fsa.gov.uk/register or by contacting them on 0845 606 1234.
Customers choosing to take an alternative policy must ensure that they contact their own insurance company in an emergency. Crystal cannot be held responsible for any inability to make immediate payment of emergency expenses in the resort for customers not covered by our insurance.

We also offer a cover for Weddings as an extension to this policy.

Wedding cover: £30 per couple

Validity
This policy is only available to UK residents currently residing in the UK.
Travel Assistance on call on 0870 850 4267
Help is at hand if you need assistance with circumstances such as:
Advice before you travel. Check health inoculation requirements, time zones, local customs and public holidays, banking hours and much more.
Stolen credit cards? Call AXA, and they will put you in touch with the right people to cancel and replace your stolen cards or Travellers¹ Cheques.
Lost your passport? AXA offer advice and support to help you obtain a replacement from the local Embassy, Consulate or High Commission.
Lost luggage. Report it to the airline, and then leave AXA to do the chasing. They will arrange for your luggage to be returned as soon as possible.
Broken your glasses? AXA can arrange for prescription glasses or contact lenses to be replaced and delivered to you on holiday.

Notes on insurance cover
The following points are information we are required to tell you:
Policy document: The policy document (a copy is available on request) gives you full details of the cover and the conditions you must satisfy to be fully covered. This will be sent with your Holiday Invoice which will show the type of cover you have chosen.
Health: The policy is designed to provide medical emergency treatment solely as a result of accidents and illnesses occurring during the period of insurance.
IMPORTANT NOTE: You must contact AXA Insurance Customer Services helpline on 0870 850 4267 if you have or have had, a medical condition for which you are taking prescribed medication or are waiting to receive, or have received treatment, within the last 2 years as you will not be covered for these conditions unless AXA agree, in writing, to cover you.
Conditions and Exclusions: There are conditions and exclusions that apply to individual sections of the policy and general conditions and exclusions that apply to the whole policy, for example consequential loss. Full terms and conditions can be found within the policy document.
Limits of Cover: Each section of the policy shows the most you can claim, but other limits may apply. For example under the Personal Belongings Section of the Silver Insurance the overall cover is £1,000 but there is a lower limit for valuables and any one item. Please check your policy carefully to ensure you have adequate cover.
Policy Excess: You will have to pay an excess on claims under most sections of the policy. This means that you will have to pay the first part of a claim, unless the additional premium shown in the premiums table has been paid to waive the excess.
Looking After Your Belongings: You should take all reasonable care to protect your belongings and act as if you are not insured. If you do not do this, we may not pay your claim.
Complaints: The policy contains a complaints procedure which tells you what steps you can take if you wish to make a complaint.
Hazardous Activities: If you are going to take part in any hazardous sports or activities you should check that the policy covers you.
Cooling-off Period: If you are dissatisfied with the policy or if the policy does not meet your needs, you may return it within 14 days of the date of issue and we will refund your premium in full provided you have not undertaken a trip. You must also not have made or intend to make a claim.
Choice of Law: If you buy this insurance, you and we are free to choose the law that will be applicable to the contract. Your policy will be governed by the law of England and Wales unless you and we have agreed otherwise..
Data Protection: AXA Insurance UK plc is a member of the AXA Group. To set up and administer your policy we will hold and use information about you supplied by you and by our medical assistance providers. We may send it in confidence for processing to other companies in the AXA Group (or companies acting on our instructions) including those located outside the European Economic Area.
Delay Protection Plan: There are times, completely beyond our control, when a flight is delayed. We believe it¹s our responsibility to look after you, and we always do our best to provide meals at mealtimes and accommodation on overnight delays. If you have taken out our recommended insurance you will be able to make a claim in most circumstances on your insurance policy should you experience a delay of 12 hours or more. If you do not choose our recommended insurance policy please make sure that you are fully protected against possible delays.
Claims: If you wish to make a claim under this policy please contact: AXA Assistance Claims Centre Services. Telephone 0845 345 2711 or Fax 0845 458 9644.
Please note that you may require reports in support of your claim, which you should obtain prior to your departure from resort. Crystal Holidays do not hold or process claim forms.