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Coronavirus and your travel insurance

Frequently asked questions


If you have not yet travelled

You should contact your tour operator in the first instance as they may be able to assist you.

You should approach all service providers in the first instance as they may be able to arrange a refund. If they confirm they are unable to offer any refund or only a partial refund, please contact the Claims Department who will consider the balances which are non-recoverable.

The policy only covers FCO advice when this is in place on your date of departure. In order to assist, we will allow a 48-hour window prior to your departure date and, where the advice is in place on that date, a claim can be considered.

If the FCO change the stance of the area you have travelled to, to “all but essential travel” whilst you are there you will be able to make a Curtailment claim.

In the first instance you should contact your service provider as they may be able to assist you. If you need to register a claim for out of pocket expenses, please contact the Claims Department. If you purchased cruise cover, we may be able to consider a claim under the missed port departure section of the policy if you decide to still travel.

If you are currently overseas

If you cannot return home as scheduled, your policy will automatically be extended so we will provide cover for medical costs. If you are likely to incur additional accommodation and itinerary charges until such time as you are able to return to the UK, you must contact the 24-hour emergency assistance phone-line.

If you are going to incur additional accommodation and flight costs as a result of the quarantine, you must contact the 24-hour emergency assistance phone-line. If you are confined to your hotel throughout the trip, you will need to contact the Claims Department upon your return home for guidance on what you are entitled to claim.

You should make every effort to leave the area if you can but if you are unable to leave and you contract the virus, cover would be provided for medical expenses. If you experience symptoms, you should contact our 24-hour medical emergency line for assistance.

Yes, we will allow you to use one home visit to stay back in the UK until such time as the FCO advise it is safe to travel back to your destination country. Please note that cover is not in place for the time that you are back in the UK but cover resumes when you return to your destination.

Questions around renewals/cover

Provided your renewal is for continuous cover (ie there are no breaks in dates between the end date of your previous policy and the start date of your renewal policy starts), then so long as your trip was booked prior to the current policy expiring and at the time of booking your trip the FCO was not advising against travel to your destination then cover will be in place for claims related to the coronavirus on your new policy.

Provided the FCO are not advising against travel to your new destination we would be able to consider this (no claim for the original trip would have been possible as the start date of the policy wasn’t until April). You would need to contact us to confirm the date you now wish the policy to start and also confirm that you are not currently aware of any events likely to lead to a claim needing to be made.

If you didn’t purchase the optional cruise upgrade, you will not be able to claim for any changes to your cruise itinerary. Had you opted to add on the cruise upgrade when buying your policy, provided this was arranged prior to the FCO advice changing to all but essential travel, we could have considered this under the Itinerary change section of your policy.

Providing you are not making a claim, we can allow cover dates to be transferred to a new trip within 3 months of the original departure date as long as it is for the same or no longer duration and is to the same geographical area. Anything outside of this will need to be referred to our underwriters.

Questions around pausing the sale of travel insurance

We believe temporarily pausing new travel insurance sales and focusing on our existing customers is the right decision. This is only a temporary move given the exceptional circumstances we find ourselves in. We will continue to monitor the situation and will give any updates on our website and social media channels.

This is only temporary, we will continue to monitor the situation, and will give any updates on our website and social media channels.

All customers who purchased a policy are still insured with us and you can get in touch with us in the normal way. If you hold an annual policy, we are still offering renewals, so you can continue to be insured with us.

Yes, if you already have travel insurance with us, you can make changes to your policy. Just give us a call and we will be happy to help.

Yes as you have continuous cover due to the auto renewal. If your travel plans are disrupted, in the first instance you should contact your travel provider. They may be able to rearrange your trip or give you a refund.