Coronavirus (COVID-19) outbreak

Unsure about travel and COVID-19? Below is all the information you need for that extra peace of mind.

Coronavirus (COVID-19) outbreak support and FAQs

We understand this has been an unsettling time for all our customers. Many may have had to make alternative travel or holiday arrangements or sadly some may have been cancelled. Our FAQ’s below give answers to some of your questions, as well as the following paragraphs detailing cover if the Foreign, Commonwealth & Development Office (FCDO) (www.gov.uk/foreign-travel-advice) changes their advice to your destination or the Government announce travel restrictions.

Although we have already made adaptations to policies to accommodate the pandemic, as you prepare for your holiday our Enhanced COVID-19 cover add on will give you even greater levels of cover should something go wrong.

Find out more

There is no cover under any section of the policy if:

You travel during a period of time where the government has restricted travel such as a national lockdown, or if you travel during a period of time where the government has restricted travel from a region or area where you live; or.
You are travelling to or from destinations with limited border access, or you are travelling knowingly with or have recorded symptoms of COVID-19; or.
you are travelling to an area, region or country where the Foreign, Commonwealth and Development Office (FCDO) (www.gov.uk/foreign-travel-advice) have advised against “all travel” or “all but essential travel” outside a period of travel restrictions enforced by the Government

Rearranging your policy dates

If you have a Single-Trip or Backpacker policy and your trip has had to be re-arranged, please get in contact with our customer service team who may be able to move your insurance to your new trip dates.

If you have an Annual Multi-Trip policy and your trip has been re-arranged within your current policy period and chosen destination group you do not need to contact us. If your re-arranged trip falls outside your policy period or chosen destination group, please contact our customer service team who may be able to upgrade your policy.

Please note, any change on your policy may result in a change of premium.

 What do our standard policies cover?

Our standard policies will cover you if you or your travel partner are diagnosed with COVID-19 before your trip rendering you unable to travel within 14 days of your pre-booked departure. Additionally, if you contract COVID-19 whilst on your trip our standard policies will cover emergency medical expenses arising from your illness.

Our standard policies also cover for curtailment due to death of a relative contracting COVID-19 or requiring hospitalisation for treatment with mechanical ventilation. So, if you need to cut your trip short, we will support your claim.

FCDO advice

The key benefit of the add on is that it will cover you if you choose to travel against FCDO (Foreign, Commonwealth & Development Office) advice in relation to COVID-19, as long as the advice is against “all but essential travel” solely as a result of COVID-19. This only applies when travelling to countries in Europe.

Cancellation

In addition, we provide additional cancellation perils to each insured person in total per insured journey following necessary and unavoidable cancellation of a trip as a result of:

You are contacted by a representative of the UK Government’s Test and Trace service due to the probability of you having contracted COVID-19, and are instructed to self-isolate for a period of time which prevents you from starting your insured journey using your pre-booked outward travel.
You experience an adverse reaction to the COVID-19 vaccine in the 2 weeks before your scheduled departure date and are advised that you are no longer fit to travel by a medical practitioner.
You, or your travelling companion are unable to complete your COVID-19 vaccination course before your scheduled departure date due to unforeseen illness of you or your travelling companion.

Conditions and Exclusions do apply to these sections of cover and we would suggest you read these carefully together with the general policy conditions and exclusions.

FAQ’s

My trip has been cancelled by my travel provider what should I do?

In the first instance, you should contact your airline, tour operator, accommodation provider, or other carriers to enquire about refunds, or about changing travel dates.

Our policies do not cover persons entering an area against the advice of the Foreign, Commonwealth & Development Office. This will not apply if you have purchased the Enhanced COVID-19 cover and you are travelling to a European destination.

Am I covered if I do not have the COVID-19 vaccination?

If you or any other traveller on this policy contract COVID-19 and have chosen not to have the recommended vaccination(s) you will not be covered for any COVID-19 related claims under this policy. The UK Government has recommended that all eligible persons have a booster vaccination. If you have not had the booster vaccine you may not be covered under our policy. Discretion may be applied if you are medically exempt to have the recommended vaccination(s) and this is shown on your medical records.

Can I claim costs for loss of earnings or the cost for the quarantine hotel?

There is no cover under our insurance policies for costs to quarantine or any other consequential costs such as loss of earnings.

As at February 2022, the traffic light system has been repealed, however this may change quickly depending on the UK governments response to the pandemic. Please continue to monitor the UK governments website for further updates.

Please check the local government requirements where you reside as the advice differs depending on what country you reside in.

The FCDO is advising against travel to the country I am going to – what should I do?

We now offer an Enhanced Covid-19 Cover add-on to all policies, giving greater protection against COVID-19 when travelling in Europe. You can easily add this to your policy, when choosing your policy type, prior to purchase. Alternatively, if you already have a policy with us and require the benefits of the add-on please call our customer service team who can assist you in adding it to an existing policy.

The key benefit is the add on will cover you if you choose to travel against FCDO (Foreign, Commonwealth & Development Office) advice in relation to COVID-19, as long as the advice is against “all but essential travel” solely as a result of COVID-19.

You should contact your Travel Agent, Tour Operator, airline or accommodation or credit card provider for a refund in the first instance.

Booked through a Travel Agent or Tour Operator

If you booked with a Travel Agent or Tour Operator, you should contact them first to see if you can make any changes to your trip, or if they are able to offer you a refund.

You can make a claim under the Package Travel Regulations if any travel intermediary booked two or more parts of your holiday together and they are then unable to deliver the full package.

You should not pay any additional payments to your Tour Operator or Travel Agent without confirmation that any additional payment is fully refundable should the trip be cancelled for any reason by the operator (for example the balance of the holiday cost where you have only paid a deposit so far).

Booked flights only or accommodation only

If you booked your travel independently, you should still approach the travel provider (airline, accommodation provider etc) in the first instance to rebook or for a refund.

If you have alternative dates to travel  after contacting your Travel Agent or Tour Operator, airline and/or accommodation provider, please contact our team who will update your policy. Please note, any change on your policy may result in a change of premium.

Is there cover for curtailment if there is a change to the status of my destination on the Traffic Light system?

There is no cover for any curtailment costs if the UK government changes the ‘traffic light’ status of your destination.

I have been asked to self-isolate in my accommodation while on my trip – what am I covered for?

If you have tested positive while on your trip and have been asked to self-isolate, you will be covered for any emergency medical expenses in treating your illness. Terms, conditions and exclusions apply – please check the policy wording for full details.

If you have not tested positive and have been asked to self-isolate as you have been a close contact of someone who has tested positive, there would be no cover under the insurance policy.

Can I claim back the cost of taking a PCR test?

There is no cover for the cost of obtaining evidence to support your claim.

My destination will not allow me to enter if my vaccines are not considered up to date – what do I do?

Please check what the entry requirements are required for your destination. If you do not meet the vaccination requirements set by your destination, there is no cover under the insurance policy for your accommodation / travel costs.

My children are not vaccinated – am I still covered?

If your children or anyone else on the policy have chosen not to have the recommended vaccination(s) you will not be covered for any COVID-19 related claims under this policy. The UK Government has recommended that all eligible persons have a booster vaccination. If you have not had the booster vaccine you may not be covered under our policy. Discretion may be applied if you are medically exempt to have the recommended vaccination(s) and this is shown on your medical records.

I want to cancel or change my policy – what do I do?

If you need to change or cancel your travel insurance policy, please contact our customer service team.

If a member of my travelling party contracts COVID-19 while I’m on my trip, am I covered to stay with them past my return as planned date?

If the person that tests positive is under the age of 18 or if medically necessary our assistance team may allow you to stay past your pre-booked return date. Please contact our assistance team as soon as possible to log a claim.

I want to reschedule or postpone my trip – what do I do?

If you have been given alternative dates to travel by your airline and/or accommodation provider, please contact our customer service team who will be able to assist you by updating your policy. Please note, any change on your policy may result in a change of premium.

A payment for my holiday is due this week. Should I pay?

You should contact your Tour Operator or Travel agent to check that any additional payment is fully refundable should the trip be cancelled for any reason by the operator (for example the balance of the holiday cost where you have only paid a deposit so far).

It is very important that you do check and get clarity from the Airline or Tour Operator as if your trip is cancelled you should expect a full refund of the whole cost of the trip once you have paid the full amount. It may sound counter-intuitive to pay out more money to guarantee either a holiday or your money back, but that is the way some operators’ policies work.

Deciding not to pay the balance and not getting clarity from your Airline or Tour Operator could mean that you lose the deposit or even if the trip is subsequently cancelled, you may not get the money back.

Disinclination to travel is not covered under the travel insurance policy.

The country I am going to will not allow me to enter – what should I do?
There is no cover under your policy if you are not allowed entry to a country which has:

closed its borders; or
placed restrictions on entry to its country to nationals from certain countries; or
placed restrictions to nationals who have travelled to countries affected by an outbreak of Coronavirus

If you are refused entry at passport/border control, you should contact your airline or transport provider to arrange changing your return ticket to allow you to come home early.
I am unable to travel due to having a positive test for COVID-19?

If your GP has advised you not to travel because test results show you or a family member has contracted Coronavirus within 14 days of your pre-booked departure date you may be able to submit a claim for cancellation.

If your GP has advised you not to travel because you, a travelling companion or a family member has been instructed to self-isolate which prevents you from starting your insured journey and you have purchased the Enhanced COVID-19 cover option you may be able to submit a claim for cancellation.

I don’t want to take my trip – am I covered?

Your policy covers you if a number of things happen to stop you from travelling, which are listed in your policy wording.  There is no cover for not wanting to go on holiday because of the fear or risk of contracting Coronavirus.

You may be able to arrange alternative dates to travel by contacting your Travel Agent or Tour Operator, airline and/or accommodation provider. Once this is agreed please contact our customer services team who will update your policy. Please note, any change on your policy may result in a change of premium.

The airline has cancelled my flight – what should I do?

If you booked with a Travel Agent or Tour Operator, you should contact them first to see if you can make any changes to your trip, or if they are able to offer you a refund.

You can make a claim under the Package Travel Regulations if any travel intermediary booked two or more parts of your holiday together and they are then unable to deliver the full package.

If you booked your travel independently, you should still approach the travel provider (airline, accommodation provider etc) in the first instance to rebook or for a refund.

If you have alternative dates to travel after contacting your Travel Agent or Tour Operator, airline and/or accommodation provider, please contact our customer service team who will update your policy. Please note, any change on your policy may result in a change of premium.

Claim FAQs

I want to make a claim – what do I do?

If you need to make a claim you can get a claim form by clicking here

You can also find a document explaining the evidence you will need to provide so we can assess your claim.

We are currently experiencing a very high level of claims owing to COVID-19 / the Coronavirus and will only process completed claim forms received by post and e-mail.

I’ve made a claim, what happens next?

Once we receive your claim we will pass it to the necessary team for processing. A claim handler will assess the nature of your claim and ensure that they have the necessary documentation to process a settlement. If the nature of your claim is not covered or is not within the conditions of your policy your claim will be rejected and passed back to our administration team. They will endeavour to contact you to discuss your options. If we don’t receive the necessary documentation to support your claim it will be passed back to our administration team who will get in touch to support you with your claim.

How long does the claims process take?

We will endeavour to get in touch will all claimants within 21 days of receipt of their claim. Due to COVID-19 we have extended our response time from 10 to 21 days.

I’ve made a claim but not heard anything, what should I do?

We will endeavour to get in touch with all claimants within 21 days of receipt of their claim with a settlement, request for further information or rejection of their claim. If you do not hear from us immediately after you have sent your claim do not worry, it can take time to assess the nature of your claim, and endeavour to cover any losses you may have incurred.

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