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Travel Insurance questions and answers


Looking for information about coronavirus?

If you have a question about how coronavirus may affect your travel insurance, we have a dedicated set of frequently asked questions for you.

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Top questions

You are covered for delayed departure or abandoning your trip as a result of adverse weather conditions. However, if you were already aware of these adverse weather conditions before buying your policy we won’t cover you for this.

If the adverse weather is caused by a natural disaster, you are covered for delayed departure, abandoning your trip, missed departure and accommodation cover as long as you have selected and have paid the appropriate extra premium for our Travel disruption option.

Remember to ask your flight provider, tour operator or accommodation provider if they can offer you a full refund before making a claim.

If your flight is delayed or cancelled, you may be entitled to compensation from your airline under the European Union travel directive. This could include meals or refreshments while you wait, hotel accommodation, re-routing of flights or flight refunds.

If you are stranded abroad because of adverse weather conditions, please ask your airline provider or tour operator if they can help before making a claim.

If your Virgin Money Travel Insurance is due to expire while you’re delayed, please call us as soon as possible on +44 (0) 207 748 0656 and we’ll extend your policy to make sure you’re covered for the whole of the delay.

If you took out cover before the date that a planned strike or industrial action was publicly announced, we will cover you as follows:

Delayed departure – if you are delayed for 12 hours or more, and continue your journey, you can claim for the delay.

Abandonment – if you are delayed for more than 24 hours, you can claim for your unused travel and accommodation expenses.

If you were already aware of the strike or industrial action before buying your policy, we won’t cover you for this.

Remember to ask your flight provider, tour operator or accommodation provider if they can offer you a full refund before making a claim.

If your flight is delayed or cancelled, you may be entitled to compensation from your airline under the European Union travel directive. This could include meals or refreshments while you wait, hotel accommodation, re-routing of flights or flight refunds.

If you leave the airport and then miss your rescheduled flight, we won't cover you for the cost of the unused flight.

If your Virgin Money Travel Insurance is due to expire while you’re delayed, please call us as soon as possible on +44 (0) 207 748 0656 and we'll extend your policy to make sure you're covered for the whole of the delay.

We cover many pre-existing medical conditions – you’ll need to declare these when you apply for your policy online or by calling 0330 400 1250.

If we don't cover your pre-existing medical condition, we will only exclude any claims relating to that condition. The rest of your travel insurance cover will not be affected.

To make sure you have continuous cover under your policy, we will aim to automatically renew your policy when it runs out, unless you tell them not to.

Each year we will write to you 21 days before the renewal date of your policy, and tell you about any changes to the premium or the policy terms and conditions.

If you do not want to auto-renew your policy, just call us on 0800 508 8203. Otherwise we will collect the renewal premiums from your credit or debit card.

In some cases, we may not be able to automatically renew your policy. We will let you know at renewal if this is the case.

If you have a pre-existing medical condition your policy will not automatically renew and we will write to you 21 days before the renewal date of your policy with more information on how to renew.

Cover for mobile phone and mobile phone accessories is not a standard feature of the policy. However, we can cover these at an additional cost if you choose our Gadgets and valuables cover when you get a quote Link opens in a new window.

Brexit information (as at 09/01/2020)

For customers who already have a policy, or who buy one before the consequences of Brexit are clear, their policy will cover them for any claims for travel delay or cancellation of flights in line with their policy terms and conditions. Once the situation has been clarified we’ll update our advice.

Customers should always look for a policy that’s right for their specific needs. Ideally a policy should at least:

  • Give you appropriate cover limits
  • Cover your destination
  • Cover you for the duration of your trip
  • Cover all the activities you want to do
  • Cover your medical conditions

After Brexit however, there may be other things you need to be mindful of too. For example:

  • If we are no longer able to use the EHIC (European Health Insurance Card), will your policy give you adequate medical coverage in Europe?
  • If there are delays or disruption due to Brexit, will your policy provide any cover for that

Like everyone else, we’re still waiting to see exactly what impact Brexit will have on travelling overseas. So we’ll update the answer to this question as things become clearer.

As long as you make a full, accurate medical declaration then the medical expenses section of cover will still apply as normal.

If you are unable to use the EHIC then the standard excess on your policy will apply.

Tour operators and airlines are likely to provide guidance if disruption is expected. Make sure you follow their advice and ensure you allow plenty of time to check in and to clear customs. Some of our policies include travel delay cover, and you may submit a claim as long as the reason for the delay was not public knowledge at the time of purchase. The following circumstances are applicable:

  • Strike or industrial action,
  • poor weather conditions, or
  • Mechanical breakdown.

In order to claim, you must have been delayed by at least 12 hours, and within 36 hours of you commencing your outward or return journey.

If your delay falls within this and lasts at least 24 hours you then can choose to abandon your holiday.

Also, if your flight to or from an EU country is delayed or cancelled by the airline due to non-extraordinary circumstances, you may be entitled to compensation under EU Regulation (EC) No 261/2004 Link opens in a new window.

Currently we are not aware of any flight disruption that may be caused due to Brexit. Some of our policies include travel delay cover, and you may submit a claim as long as the reason for the delay was not public knowledge at the time of purchase. The following circumstances are applicable:

  • Strike or industrial action,
  • poor weather conditions, or
  • Mechanical breakdown.

In order to claim, you must have been delayed by at least 12 hours, and within 36 hours of you commencing your outward or return journey.

If your delay falls within this and lasts at least 24 hours you then can choose to abandon your holiday.

Also, if your flight to or from an EU country is delayed or cancelled by the airline due to non-extraordinary circumstances, you may be entitled to compensation under EU Regulation (EC) No 261/2004 Link opens in a new window.

If you need to cancel your trip before your departure date, make sure it’s for one of the reasons outlined in the cancellation section of cover. Our policies don’t cover cancellations because you decide not to travel. If your airline or tour operator cancel your trip, try to claim any money back directly from them or from your credit card first, as we’ll only consider eligible costs that you can’t get back from elsewhere.

It’s possible but we don’t know yet. There are a number of factors that could potentially cause us to increase our prices. An example of one of those factors is the possible loss of EHIC. At the moment some customers are being treated for free in Europe with EHIC, but without it, that cost will be passed on to travel insurers which could force prices up.

If you already have a policy with us we won’t change the terms and conditions during its lifetime. However, we may need to change the T&Cs of our policies after Brexit. We’ll make sure any changes we make are clear.

Please visit www.gov.uk/visit-europe-brexit Link opens in a new window for information on passport requirements and be aware there is no cover on any of our policies if you cannot travel due to not having the appropriate passport.

In the short term, the Government is advising that you will not need a visa for European travel but this is likely to change. Please check www.gov.uk/visit-europe-brexit Link opens in a new window for any updates as there is no cover on any of our policies if you cannot travel due to not having the appropriate visa.

There may be changes to the documentation required for you to drive in other European countries. Please check www.gov.uk/visit-europe-brexit Link opens in a new window. Please be aware we would only consider medical expenses claims whilst driving, there is no cover for anything else under any other sections of cover.

Yes! Unfortunately, things can still go wrong in a post-Brexit world; luggage can still go missing, people can still have accidents or become unwell etc. so it’s always worthwhile to take out travel insurance.

Just in case there is a no deal Brexit, MAPFRE ASISTENCIA has applied for, and has been granted, temporary permissions to continue to operate within the UK. This will ensure that the insurer can continue to underwrite insurance in the UK whilst the process for direct authorisation is undertaken. This means there will be no disruption to cover.

If you’ve got further questions, we found these sites helpful:

Advice and information

You are covered for delayed departure or abandoning your trip as a result of adverse weather conditions. However, if you were already aware of these adverse weather conditions before buying your policy we won’t cover you for this.

If the adverse weather is caused by a natural disaster, you are covered for delayed departure, abandoning your trip, missed departure and accommodation cover as long as you have selected and have paid the appropriate extra premium for our Travel disruption option.

Remember to ask your flight provider, tour operator or accommodation provider if they can offer you a full refund before making a claim.

If your flight is delayed or cancelled, you may be entitled to compensation from your airline under the European Union travel directive. This could include meals or refreshments while you wait, hotel accommodation, re-routing of flights or flight refunds.

If you are stranded abroad because of adverse weather conditions, please ask your airline provider or tour operator if they can help before making a claim.

If your Virgin Money Travel Insurance is due to expire while you’re delayed, please call us as soon as possible on +44 (0) 207 748 0656 and we’ll extend your policy to make sure you’re covered for the whole of the delay.

If you took out cover before the date that a planned strike or industrial action was publicly announced, we will cover you as follows:

Delayed departure – if you are delayed for 12 hours or more, and continue your journey, you can claim for the delay.

Abandonment – if you are delayed for more than 24 hours, you can claim for your unused travel and accommodation expenses.

If you were already aware of the strike or industrial action before buying your policy, we won’t cover you for this.

Remember to ask your flight provider, tour operator or accommodation provider if they can offer you a full refund before making a claim.

If your flight is delayed or cancelled, you may be entitled to compensation from your airline under the European Union travel directive. This could include meals or refreshments while you wait, hotel accommodation, re-routing of flights or flight refunds.

If you leave the airport and then miss your rescheduled flight, we won't cover you for the cost of the unused flight.

If your Virgin Money Travel Insurance is due to expire while you’re delayed, please call us as soon as possible on +44 (0) 207 748 0656 and we'll extend your policy to make sure you're covered for the whole of the delay.

If you're taking a trip abroad, remember to check the Foreign and Commonwealth Office (FCO) Link opens in a new window for the latest travel advice about the countries you're planning to visit. If you are flying, please contact your airline to check the status of your flight.

Remember, we won’t cover you for claims resulting from travel to anywhere the FCO advises against visiting. Please see the 'General Exclusion' clause 18 in your policy booklet.

Unless you have selected and have paid the appropriate extra premium for our Travel disruption option, we won't cover claims resulting from a natural disaster, whether or not the FCO advises against travelling there. We’ll consider claims for other reasons in line with the terms and conditions of your policy.

If your airline or tour operator cancels your trip as a result of a natural disaster, they may be able to offer you a full refund or an alternative date to travel. Remember to ask them about this before making a claim.

If your tour operator goes into administration contact The Civil Aviation Authority Link opens in a new window., who should be able to protect you under their ATOL scheme for flight-based packages.

For other packages contact ABTA Link opens in a new window.

If you are abroad and are trying to get home, just call us on +44 207 748 0656 and we can extend your cover until you return to the UK.

If you are yet to travel and would like cover for an alternative holiday, just call us on 0330 400 1249 within 30 days of the travel company going into administration, and we will do our best to move your insurance to cover your new travel dates.

When travelling to a country in the European Union (EU) you should receive inpatient treatment in a public hospital.

You must therefore obtain a European Health Insurance Card (EHIC) prior to travel by completing an application form via www.ehic.org.uk Link opens in a new window. This allows European citizens to benefit from the health agreements between countries in the EU. (This used to be known as the E111).

If you are admitted to a public hospital, you should present your EHIC to the hospital. If you are unable to do so, you must co-operate with the medical assistance department in order to obtain one.

If your EHIC is presented to the treating doctor or hospital when receiving medical treatment within the European Union and the medical costs are reduced, the policy excess applicable under section B (Medical and other expenses) will be waived.

If you are affected by a terrorist incident we recommend that you keep in touch with the company you travel out with and the British Consulate, as they will have up to date information on the situation. Our travel insurance covers you as follows:

  • Medical expenses – Medical claims arising as a result of a terrorist incident are fully covered under the policy terms and conditions.
  • Repatriation – We will provide cover for this in line with your medical needs.
  • Cutting short your trip – If you are ending your holiday sooner than planned as a result of a terrorist incident in your holiday location, then you need to ensure that you communicate with your travel company and the British Consulate, who normally control any returns. If, however, you can’t get assistance from them to get home, we may be able to assist with these costs. Each case is reviewed on a case by case basis.
  • Cancellation – If you’re cancelling a holiday to an area affected by a terrorist incident you should speak to your holiday company, who should offer a full refund or change of destination. However, if you find that these options are not available, we may be able to assist with these costs subject to clarification from your holiday company as to why they are not able to help you. Each case is reviewed on a case by case basis.
  • Travel delay – If you have travel delay cover on your policy this will be covered for delays over 12 hours, in line with the benefit on the policy.
  • Baggage claims – Any baggage claim associated with a terrorist incident will be considered. If any delay or loss occurs if the government arrange for its return, claims should initially be submitted to that government authority before being submitted to us for consideration.

What we cover

Cover for mobile phone and mobile phone accessories is not a standard feature of the policy. However, we can cover these at an additional cost if you choose our Gadgets and valuables cover when you get a quote Link opens in a new window.

The following valuable items are covered subject to the valuable item limits on your policy:

  • Photographic, audio, video and electrical equipment (including CDs, DVDs, video and audio tapes and electronic games)
  • MP3 players
  • Games consoles
  • Personal organisers
  • eReaders (including eBooks and Kindles)
  • Computer equipment
  • Laptops
  • Tablet PC’s (including iPads)
  • Netbook computers
  • Binoculars
  • Antiques
  • Jewellery
  • Watches
  • Furs
  • Leather goods
  • Animal skins
  • Silks
  • Precious stones and items made of or containing gold, silver or precious metals
  • Hearing aids
  • Sports and leisure equipment (e.g. Bicycle)
  • Musical instruments

Cover for mobile phone and mobile phone accessories is not a standard feature of the policy. However, we can cover these at an additional cost if you choose our Gadget and valuables cover when you get a quote Link opens in a new window.

We cover more than 80 sports and adventure activities as standard on all our travel insurance policies.

We can also cover you for many other sports or leisure activities – please call us on 0330 400 1250 to discuss your plans with us.

Yes there is cover available if the departure of any international flight, sea crossing or coach or train journey forming part of a booked trip and specified on your ticket, is delayed as a direct result of Strike, Industrial Action, adverse weather conditions, failure of air traffic control systems, or mechanical breakdown of aircraft, sea vessel, coach or train.

If you buy an annual multi-trip policy, winter sports is included as part of the policy automatically. If you buy a single trip policy, you can add winter sports when you apply for your policy.

Get a quote Link opens in a new window for an annual multi-trip policy with winter sports included.

  • Bobsleighing*
  • Cat skiing
  • Cross country skiing
  • Freestyle skiing*
  • Glacier walking or trekking (under 2000m)
  • Glacier walking or trekking (over 2000m but under 6000m)*
  • Heli-skiing*
  • Ice climbing under 100m (fully supervised)*
  • Ice fishing
  • Ice hockey*
  • Luge on snow/ice*
  • Monoskiing
  • Off piste skiing/snowboarding (except in areas considered to be unsafe by resort management)
  • Recreational ski or snowboard racing
  • Skeletons*
  • Ski acrobatics*
  • Ski bob racing*
  • Ski racing or training (non-professional)*
  • Ski stunting*
  • Ski touring (with a guide)
  • Ski/snowboard fun parks*
  • Skiing
  • Snow mobiling*
  • Snowboarding and tobogganing

Please note: Activities in the above list marked with * carry an increased medical excess of £250 and cover under the Personal accident and Personal liability sections does not apply. You will not be covered if you take part in the following winter sports activities: Ski flying, ski jumping or ski mountaineering.

If you are participating in any winter sports activity not listed here, please contact our customer service team on +44 0207 748 0656.

With our annual multi-trip policies, winter sports are covered as standard. Get a quote for an annual multi-trip policy Link opens in a new window.

The excess is the amount each person has to pay towards each claim under each section of the policy. For example, if you make a claim of £200 and the excess is £60, you will only be able to claim for the remaining £140.

You'll find details of the excess for each part of your policy in your policy booklet.

Yes. You can pay a little extra so your policy includes an ‘excess waiver’, which means there won’t be an excess to pay on any of your claims.

Remember though, you may still have to pay an excess on claims relating to declared medical conditions or extra sporting activities.

Our standard travel insurance covers cancellation of a cruise of medical expenses occurred overseas, but it doesn’t cover some of the bespoke benefits that are more suited to cruise holidays. If you are travelling on a cruise we offer a Cruise cover optional extra Link opens in a new window that gives you bespoke cover for your cruise.

Who we cover

No, we offer cover for customers of any age. There may be some restrictions on the number of days you can travel for on any trip if you’re over 65 (normally a maximum of 31 days), and some cover levels may not be available to you if you’re over 65.

Yes, you can add children to your policy.

No – you can include people living at different addresses, unless you’ve taken out a Couple/Family policy, in which case everyone named on the policy must live at the same address.

This depends on your policy type. If you've got an annual Couple or Family policy, you’ll all be covered for travelling separately. If you have a single trip policy, you’ll only be covered for travelling together on the same trip.

Our policy includes cover for certain complications that come from pregnancy or childbirth whilst you are travelling. We do not consider pregnancy or childbirth to be an illness or injury, so you don’t need to make us aware before you travel. For more details, please refer to 'Complications of pregnancy and childbirth' on page 13 of our policy document Link opens in a new window or get in touch with us on 0330 400 1250.

Where we cover you

We provide cover under all sections of this policy (apart from sections B, C, F or G) for holidays in your home area, as long as there is a minimum of 25 miles radius between your home and your pre-arranged and booked accommodation.

Please note that for the purpose of this insurance, we define the United Kingdom as England, Scotland, Wales and Northern Ireland and do not include the Channel Islands or the Isle of Man.

We won’t cover you for travel to any countries the Foreign and Commonwealth Office advises against visiting. You can find their latest travel advice at www.gov.uk/fco Link opens in a new window.

How long cover lasts

If you have an annual multi-trip policy, you can travel as many times as you like during the year, as long as no single trip lasts more than 45 days (if you have Silver cover) or 90 days (if you have Gold or Black cover). If you are aged between 66 and 75 the maximum single trip duration is limited to 31 days.

Get a quote for annual multi-trip policy Link opens in a new window.

Single trip cover can last up to 365 days (or 31 days, if you’re over 65), based on the travel dates you’ve given us.

Get a quote for a single trip policy Link opens in a new window.

Medical conditions

A pre-existing medical condition is any medical condition which falls into any of the following categories which any person insured on this policy has, or has had for which they have received treatment (including surgery, tests or investigations by a doctor or a consultant/specialist and prescribed drugs or medication) in the last 2 years:

  • Any blood circulatory condition including, but not limited to, high blood pressure, hypertension or high cholesterol;
  • Any heart-related condition;
  • Any diabetic condition;
  • Any neurological condition including, but not limited to stroke, brain haemorrhage or epilepsy;
  • Any breathing condition including, but not limited to, Asthma, Emphysema or Chronic Obstructive Pulmonary Disease (COPD);
  • Osteoporosis or any arthritic condition;
  • Any bowel condition including, but not limited to, Crohn’s disease or Irritable Bowel Syndrome (IBS); or
  • Any psychiatric or psychological condition including, but not limited to anxiety or depression;

Additionally

  • Any cancerous condition for which you have had treatment or hospital tests for in the last five years; or
  • Any medical condition for which in the past 12 months, you or any person insured on the policy has been referred to or seen by a hospital doctor or surgeon other than an A&E Doctor, or needed in-patient treatment in hospital.

Please note:- We will not cover any claim directly or indirectly linked to any declared and excluded pre-existing medical conditions where we cannot offer cover for the condition(s) or you have chosen not to pay the premium to provide cover.

You must inform Virgin Money Travel Insurance of any pre-existing medical conditions you have before purchasing insurance. To do so, you can use our quick and easy online medical screening system or you can call us on 0330 400 1249.

We cover many pre-existing medical conditions – you’ll need to declare these when you apply for your policy online or by calling 0330 400 1249.

If we don't cover your pre-existing medical condition, we will only exclude any claims relating to that condition. The rest of your travel insurance cover will not be affected.

We will not cover any claim directly or indirectly linked to any declared and excluded pre-existing medical conditions where we cannot offer cover for the condition(s) or you have chosen not to pay the premium to provide cover. The rest of your travel insurance cover will not be affected by this exclusion.

For your information, examples of conditions that can directly or indirectly be linked to any pre-existing medical condition include, but are not limited to:

  • Someone with breathing difficulties who then suffers a chest infection of any kind;
  • Someone with high blood pressure or diabetes who then has a heart attack, stroke or mini-stroke;
  • Someone who has or has had cancer who suffers with a secondary cancer; or
  • Someone with osteoporosis who then suffers with a broken or fractured bone.

If the family member is travelling with you and will be included on your policy, you’ll need to declare their pre-existing medical condition when you apply for your policy online or by calling 0330 400 1249.

Renewing or cancelling your policy

To make sure you have continuous cover under your policy, we will aim to automatically renew your policy when it runs out, unless you tell them not to.

Each year we will write to you 21 days before the renewal date of your policy, and tell you about any changes to the premium or the policy terms and conditions.

If you do not want to auto-renew your policy, just call us on 0330 400 1249. Otherwise they will collect the renewal premiums from your credit or debit card.

In some cases, we may not be able to automatically renew your policy. They will let you know at renewal if this is the case.

If you have a pre-existing medical condition your policy will not automatically renew and we will write to you 21 days before the renewal date of your policy with more information on how to renew.

Before you take out your cover, please check you're happy with everything in the policy document. Your policy has a 14-day cooling-off period, as long as the policy’s end date is not within 31 days of the date you bought it.

If you would like to cancel your policy please call us on 0330 400 1249 or email customer.services@travel.virginmoney.com.

Important documents

If you purchased your policy direct from Virgin Money you can find your policy documents online Link opens in a new window – you'll need your policy number, surname and date of birth.

If you purchased your policy through a price comparison site, please call us on 0330 400 1249 for your policy documents. We're here from 9am to 5pm Monday to Friday, including Bank Holidays.

If your passport is lost or stolen while you’re away, you'll need to report it to the local police as soon as possible. Make sure you keep the crime reference details they give you, as you’ll need these for your lost or stolen passport notification form.

You should also report it to the UK Foreign and Commonwealth Office embassy, consulate or high commission of the country you’re in, so they can issue you with replacement travel documents. You can find their details by calling +44 (0) 207 008 1500 or by visiting the Foreign and Commonwealth Office Link opens in a new window.

Other questions

Virgin Money Travel Insurance is promoted by Virgin Money Personal Financial Service Ltd, arranged and administered by Insure & Go Insurance Services Ltd and underwritten by MAPFRE Asistencia.

It is highly recommended that receipts are kept and provided as proof in the event of a claim. However, we reserve the right to apply an additional 10% deduction to any item claimed with a value over £100, following our standard deductions for age, wear and tear and loss of value, where you cannot prove you own it or provide proof of purchase (e.g. original receipts).

If you have any further questions, please contact our claims team by phone on +44 (0) 330 400 1265.

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