Frequently Asked Questions
Security
About ACE
Policy arrangements
Treatment in Australia
Business and/or personal trips
Excluded Trades
Cover questions
Residency
Single direction journeys
Medical Conditions
Complaints
Payments
Security
Q - Is it safe to put my personal details online?
A - Yes. Whenever we ask you for personal information, we do so within a secure environment and all details sent between your PC and our web site are encrypted. Please click here for more information about our security.
Q - Who are ACE?
A - The ACE Group is one of the world’s largest property and casualty insurers employing more than 8000 people in nearly 50 countries around the world. Companies within the ACE Group enjoy strong financial ratings from leading rating agencies. Find out more about ACE.
Q - Do you only insure people going on holiday?
A - No. ACE offers a range of different travel policies. For holiday travel insurance - please visit www.acetravelinsurance.ie.
Q - Can I insure other colleagues travelling with me?
A - You may buy as many individual polices as required. We feel it is important that each business colleague has a specific policy covering them alone. Our experience tells that often one colleague may need to return early or travel onwards - making for difficulties if they are not actually the policyholder. It is also important that each insured person has reviewed, understood and agreed to the terms of the policy.
Q - Do I have to pay medical expenses and claim them back or will you pay them directly?
A - If it’s a medical emergency and you are admitted to hospital our emergency assistance service will guarantee the fees of the hospital and attending doctor(s) - so you don’t have to pay. In cases where the expenses are small, you may opt to pay, or be asked to pay, and claim the money back. Please talk to our emergency assistance service, unless the case is very minor, and they will decide what to do.
Q - What should I do if I require medical treatment in Australia?
A - The Australian Government has signed Reciprocal Health Care Agreements with the government of the Republic of Ireland. As a resident of the Republic of Ireland you are entitled to free treatment as a public in-patient or outpatient at a public hospital and access to subsidised medicines under the Pharmaceutical Benefits Scheme during your visit to Australia. This covers any ill health or injury needing medical treatment while in Australia. To access these benefits you should show your passport at hospitals or pharmacies.
If you require medical treatment in Australia you must access these benefits by showing your passport at hospitals or pharmacies. If you do not, we may reject your claim or reduce the amount we pay to you.
Q - Am I covered if I extend my business trip with a few days holiday?
A - The primary purpose of your trip must be for business. But you may choose to include up to 5 days leisure travel during your trip. Remember our cover is primarily designed for business travel - so it may not extend to cover all the specific costs/risks associated with your pleasure activities. You should check the policy wording before purchasing. For just holiday insurance - we offer www.acetravelinsurance.ie
Q - Are there any trades that cannot be covered by this policy?
A - Yes. You cannot buy this policy if you work in any of the following trades:
- Construction (e.g. jobbing builders, maintenance companies, groundwork contractors, bricklayers, roofers, road layers, motorway maintenance and tunnel/pipe/cable layers);
- Foundry/Steelworks (i.e. involved in the manufacture of raw materials);
- Window Cleaners (domestic and commercial);
- Forestry/Sawmill;
- Mining (both open-cast mining and quarrying);
- Police/Fire & Ambulance Services;
- Professional Sportspeople and Entertainers (where your livelihood depends on you being able to participate in sports, athletics or entertainment);
- Abattoirs & Slaughter Houses;
- Aircrew;
- Agricultural & Horticultural Work;
- Farming & Fish Farming;
- Trawler Men/Women;
- Media Groups.
Q - When should my single trip cover begin and end?
A - For the purposes of our insurance, your trip begins on the day that you leave your home in Ireland (not on the day you arrive at your destination, if that is different). Similarly, you must buy cover to include the whole trip, which means until you arrive at your Irish return destination. For example, if you are travelling to the United States, this will usually be the day after your return flight departs.
Q - When does my cover begin?
A - Cancellation cover begins on the day you book your trip if your policy is in force at the time of booking, or it begins when you purchase your policy. All other covers begin on the day of your trip.
Q - What am I not covered for?
A - We have highlighted what we believe are the most important exclusions in the FAQ’s and on the statements we ask you to confirm before you buy our cover. It is not possible for us to list everything you will not be covered for, and we strongly advise you to read the full Policy Wording. Under each section of cover you will find a list of exclusions on the right hand side of the page, and a further list of General Exclusions in Part IV towards the end of the policy wording. These sections must not be read in isolation, but within the context of the full policy wording. If you have any doubts about what is not covered, please contact us.
Q - I am not Irish but live and work in Ireland, can I purchase a policy cover?
A - Yes, provided you have been resident in Ireland (excluding Northern Ireland) for at least three months.
Q - I live overseas. Can I buy your insurance?
A - Sorry, only residents of the Ireland can buy our insurance.
Q - I am going to work abroad and am not returning to Ireland. Can I buy your travel insurance?
A - Sorry, our policy does not cover single direction trips or non-Ireland residents. Trips must begin and end in Ireland and you must be resident here.
Q - I am starting my journey from another country, but returning to Ireland. Will your policy cover me?
A - Sorry, trips must begin and end in Ireland.
Q - I have a medical condition, can I be covered?
A - Before you buy a policy, we ask you to confirm that you are NOT
- receiving or on a waiting list for treatment in a hospital or nursing home
- travelling against the advice of a medically qualified doctor
- travelling for the purpose of obtaining medical treatment
- travelling after being given a terminal prognosis
Q - How can I make a complaint?
A - We operate a comprehensive complaints procedure.
Q - How can I pay?
A - You may pay online by credit card or debit card. Alternatively you can contact us to purchase by telephone.
