Here's everything you need to know...
What's covered with my travel insurance?
We won’t cover certain claims caused by coronavirus (including COVID-19), or any other contagious disease declared as a pandemic after 1 March 2020 by the World Health Organisation (WHO).
The exclusion for claims relating to pandemics will apply to all sections of your policy. For detailed information about what’s covered and what’s not covered, check out our COVID cover page
Please check the entry and quarantine requirements for each country you’ll be visiting. All travel requirements are subject to change, so make sure you keep checking the government website.
You are not covered for cancellation if your new or renewed passport does not arrive in time for you to travel. Check your passport before you book your trip or it's been a while since you last used it. If you do need to renew or apply for a new passport, allow plenty of time for it to arrive before you plan to travel, in case it is delayed.
Since Brexit there are strict rules regarding your passport validity when travelling to the EU or Schengen areas. On the day you travel your passport must meet mandatory rules relating to:
• The date it was issued
• The number of months remaining before the expiry date
If your passport does not comply with these rules you may be refused entry or prevented from leaving the UK.
If the reason for the change in advice is due to COVID-19 or another pandemic you will not be covered.
If the FCDO advice for your destination is for ‘essential travel only’ when you book your trip, give us a call and we may be able to agree cover. If we’re able to cover you, you’ll still need to follow any requirements needed to enter the country you’re visiting, and to return to the UK too.
For the latest updates and developments visit GOV.UK
If you have Cruise cover on your policy (automatically included on Annual policies) you will be covered if you test positive for COVID-19 and have to isolate in your Cabin.
In some circumstances you may be requested to leave the ship to receive medical treatment. You would be covered for any medical treatment, as well as cover for yourself and a travelling companion to re-join the ship or return home.
Cover is also included for missed excursions which were booked independently of the Cruise, if you are unable to disembark due to having to isolate.
You should consider buying travel insurance to cover the unexpected, even if you are holidaying in the UK. For pre-booked trips of 2 nights or more away from home, travel insurance will cover you for:
- Cancellation if you or your travelling companion becomes ill or injured and can’t travel including if you test positive for COVID-19 and cannot travel.
- Transport costs to get you home or transferred by ambulance to a hospital near your home should you fall ill whilst away
- Baggage claims – if you selected this cover
It is a general condition of your policy that you take all reasonable precautions recommended by the Foreign and Commonwealth Office or your Doctor, for where you are travelling, before and during a trip. This includes getting all recommended vaccinations.
Being vaccinated for COVID-19 may be a requirement of entry to some countries. You can check which jabs you need for each country by visiting www.nhs.uk/conditions/travel-vaccinations
Before you book a trip, make sure you check all the entry requirements including any vaccinations needed to the country you plan to visit - you can do this on the government's website. You will not be covered if you are prevented from entering your country of destination because you do not meet the requirements.
Our pandemic exclusion means there is no cover for cancellations due to mass travel disruption as a result of a pandemic such as, but not limited to, COVID-19. However there is cover for an individual that has either been tested positive either before or during their trip or required to isolate. See our dedicated page for full details of our pandemic cover.
Yes, if the FCDO are allowing essential travel please give us a call to discuss to see if we can agree and extend cover.
However, if your trip isn't essential and you still go away, you won’t be covered.
If you booked your trip when there were no travel restrictions but the FCDO advice has changed and now you can’t travel, you’re covered for cancellation unless the FCDO advice is due to the COVID-19 pandemic or other diseases classed as a pandemic.
Making a claim
When can I make a claim?
Here’s a step by step guide for you:
- Check the current FCDO advice, are they advising against travel or not allowing travel to your destination?
- Did you book your holiday and get your travel insurance policy before the FCDO changed their advice to not travel
- Contact your trip provider (airline, travel agents, tour operators and accommodation) for a refund
- Contact your relevant payment provider as you may be able to claim back the money you spent if you have not been provided the service you paid for. They don’t charge an excess and you should get the whole amount back. Here are some of the options:
• Credit cards may provide a refund under Section 75 of the Consumer Credit Card Act for bookings over £100 where a service has been cancelled. Debit cards may be able to refund you through the chargeback scheme
• PayPal may be able to refund you through their buyers protection scheme
If you still haven’t been able to get a refund you can submit a claim. It may be easier for you to log your claim online
How long do I have to send you the documents for my claim as my tour operator/flight provider has not got back to me yet?
Don’t worry – we know some tour operators and flight providers can take a while to process refund requests, so we’ll keep your claim open. Once you’ve submitted your claim, there’s no need to let us know about any delays in getting the documents to support your claim.
Most airlines and tour operators will offer a range of options including refunds, vouchers or rescheduled dates. You can accept a voucher towards a replacement trip, but you’re entitled to a full refund if you’d prefer. The CAA website provides guidance on what you’re entitled to https://www.caa.co.uk/Our-work/Newsroom/COVID-19-guidance-for-passengers/
My flight has been cancelled or delayed. What are my rights?
If your flight has been delayed or cancelled, you’re protected by a European regulation, referred to as EC261.
Under EC261, your airline has a duty of care for you if you were flying out of a UK airport or if you were flying back to a UK airport with a UK or EU airline. If you faced a delay of more than two hours, you may be entitled to assistance, including food and drink, as well as accommodation if a delay continues overnight.
If your flight has been cancelled, your airline should offer you the choice of a full refund or alternative flights. Under the current situation, alternative flights may not be practical to organise, for example where government advice is to avoid travel to particular destinations. A refund may be the only option available for you.
Speak to your airline for further assistance.
If the Government has advised against all but essential travel to your destination, your airline will likely cancel your flight and offer a full refund. If you’re due to travel imminently and your flight hasn’t been cancelled, check the airline website before contacting the airline. If the airline has confirmed your flight will go ahead, they may still be able to offer a refund or allow you to change your booking to a later date.
Check the CAA (Civil Aviation Authority) website for the latest updates.
I have a UK trip booked. Am I covered for cancellation due to COVID-19?
UK staycations became very popular, so your travel insurance can cover you if you need to cancel a UK trip. This includes cancelling if you or a travelling companion were to test positive for COVID-19. As with all other trips, you should contact the provider you used to book your trip first, to see if you can get a refund or reschedule your trip. If you’re unable to resolve the issue with them, we’re here to help.
I’m stuck abroad in a country that has imposed a ‘lockdown’ so I can't get back, can my trip dates be extended to cover this?Yes, we can extend your trip dates, just get in touch and we’ll take it from there.
Cover and amendments
I have a medical condition that’s not covered by my insurance. Am I still covered for coronavirus?
Yes, coronavirus medical costs are covered unless we have stated it isn't (which will show in your schedule). You won’t be covered for cancellation claims if the reason is due to an existing medical condition.
Do I have to renew my policy if my trip is after my renewal date?Yes, you'll need to renew your policy if you need to make a claim after your renewal date.
If I already have a policy, can I make changes?Yes, if you already have travel insurance with us, you can make changes to your policy. Just give us a call and we’ll be happy to help.
If I can reschedule my trip with my travel provider, will you be able to change my travel policy to cover me for the new dates?Yes, if you originally had a single trip policy, we can cancel your policy and set you up with a new one. As long as the destination and duration are the same, your premium won't change.
If I need to make a change, will you increase my price?If you need to extend your cover to other countries, for example changing your policy from European cover to worldwide, then it’s likely the premium will increase because you’ll have more extensive cover.
- Follow the current guidance for where you live (England, Scotland, Wales and Northern Ireland).
- Follow any government or local advice for each country or territory you plan to visit. Check the advice regularly before you book a new trip and while you’re travelling – the current restrictions and guidance may change.
- There may be entry restrictions, screening or quarantine requirements when you arrive for each country or territory you plan to visit. The travel advice pages will provide information, but if you need more detail, contact the UK based embassy of the country you’re travelling to.