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Making a claim

Registering a new claim

Travel Claims Services no longer manages new claims on behalf of MAPFRE Asistencia.

Charles Taylor is the claims administrator appointed by MAPFRE Asistencia to manage new claims on its behalf.

To register a new claim, please call 0330 400 1265 and select the option to make a new claim. Their contact centre will guide you through the process.

Existing claims with Travel Claims Services

If you have an existing claim for which you have been given a claim number by Travel Claims Services, don’t worry, you can still contact us on 0330 400 1265.

Please have your claim number to hand to enable us to locate your claim more quickly.

Cover for coronavirus

We’ve been working hard to upgrade our travel insurance to include cover for coronavirus cover for everyone. The level of coronavirus cover you’ll have depends on your policy wording.

My policy wording doesn’t include the coronavirus general exclusion (exclusion 36):

Good news – you’re covered for coronavirus under the terms and conditions of your policy, unless at the time of booking your trip there is something to suggest that it is unlikely to go ahead. For instance, FCDO advice, UK government restrictions or restrictions at your destination at the time of booking.

My policy wording includes the coronavirus general exclusion (exclusion 36):

Even though your policy wording says you’re not covered for coronavirus claims, we’ve upgraded our cover and we’ll now consider claims for:

  • Medical expenses – you’ll be covered for medical expenses if you need treatment for coronavirus while abroad. We’ll also cover additional accommodation costs (up to £2,000) if this treatment means you need to extend your trip.
  • Cancelling or cutting your trip short – you’ll be covered if you, or a member of your family or travelling party, are medically diagnosed with coronavirus or personally instructed to isolate by an NHS service or medical professional.

All other terms and conditions of your policy remain the same – there’ll be no cover provided for other coronavirus-related claims.

Recently renewed? If have an annual multi-trip policy that recently renewed, and your policy wording now includes the coronavirus general exclusion (exclusion 36), the level of cover you’ll get will depend on when you booked your holiday – please see the next question for more detail.

Remember to check the Foreign Commonwealth and Development Office (FCDO) website Link opens in a new window for the latest travel advice. Remember, your travel insurance won’t cover you for any claims if you travel against the FCDO’s advice.

Yes – even though you were told when your policy renewed that you wouldn’t be covered for coronavirus, we’ve since upgraded our cover. However, the level of cover you have for coronavirus depends on when you booked your holiday:

I booked my holiday before my policy renewed

Good news – you’re covered for coronavirus under the terms and conditions of your policy. That’s unless at the time of booking your trip there was something to suggest that it was unlikely to go ahead. For instance, FCDO advice, UK government restrictions, and restrictions at your destination at the time of booking.

I booked my holiday after my policy renewed

Although you were told when your policy renewed that you wouldn’t be covered for coronavirus claims, we’ve upgraded our cover and we’ll now consider claims for:

  • Medical expenses – you’ll be covered for medical expenses if you need treatment for coronavirus while abroad. We’ll also cover additional accommodation costs (up to £2,000) if this treatment means you need to extend your trip.
  • Cancelling or cutting your trip short – you’ll be covered if you, or a member of your family or travelling party, are medically diagnosed with coronavirus or personally instructed to isolate by an NHS service or medical professional.

For holidays booked after your policy renewed, all other terms and conditions of your policy remain the same – there’ll be no cover provided for other coronavirus-related claims.

Remember to check the Foreign Commonwealth and Development Office (FCDO) website Link opens in a new window for the latest travel advice. Remember, your travel insurance won’t cover you for any claims if you travel against the FCDO’s advice.

We’ve been working hard to upgrade our travel insurance to include cover for coronavirus. If you buy a new Virgin Money travel insurance policy, you’ll get some cover for coronavirus in relation to:

  • Medical expenses – you’ll be covered for medical expenses if you need treatment for coronavirus while abroad. We’ll also cover additional accommodation costs (up to £2,000) if this treatment means you need to extend your trip.
  • Cancelling or cutting your trip short – you’ll be covered if you, or a member of your family or travelling party, are medically diagnosed with coronavirus or personally instructed to isolate by an NHS service or medical professional.

There’ll be no cover provided for other coronavirus-related claims. 

Remember to check the Foreign Commonwealth and Development Office (FCDO) website Link opens in a new window for the latest travel advice. Remember, your travel insurance won’t cover you for any claims if you travel against the FCDO’s advice.

If you travel abroad against the FCDO advice, you will not be covered under any of our policies – regardless of the country’s traffic light status.

We expect the FCDO to allow non-essential travel to those countries on the green list, but this isn’t guaranteed and you should always check the advice for your destination Link opens in a new window before travelling.

If your trip is permitted by the FCDO advice, either because non-essential travel to your destination is allowed or because you’re travelling for a permitted reason, you will be covered as normal.

The traffic light system will tell you what you need to do when you return from your trip, this may differ for England, Scotland, Wales and Northern Ireland.

Whether you’re covered abroad or not depends on the FCDO travel advice Link opens in a new window on your departure date. If your trip was allowed at the time you left the country, you’ll still be covered as usual under the policy - this includes medical cover if you test positive for Coronavirus while abroad.

Quarantine, self-isolation and lockdown

If you’re put into lockdown or need to self-isolate while abroad, get in touch with our Medical Assistance team on +44 (0)207 748 0060. They’re available 24/7 to give you advice based on your individual circumstances. 

Whether we’d consider a claim for cutting your holiday short, depends on the level of coronavirus cover you have on your policy.

My policy wording includes the coronavirus general exclusion (exclusion 36):

Unfortunately, a claim for cutting your holiday short wouldn’t be covered in this instance. 

My policy wording doesn’t include the coronavirus general exclusion (exclusion 36):

We’d consider a claim for cutting your holiday short as long as there was nothing to suggest at the time of booking that a claim might be necessary. 

For everything you need to know about making a claim, visit our dedicated travel insurance claims page.

My policy wording includes the coronavirus general exclusion (exclusion 36):

Unfortunately, a claim for cancellation of your holiday wouldn’t be covered in this instance. 

My policy wording doesn’t include the coronavirus general exclusion (exclusion 36):

We’d consider a claim for cancellation of your holiday as long as there was nothing to suggest at the time of booking that a claim might be necessary. 

For everything you need to know about making a claim, visit our dedicated travel insurance claims page.

My policy wording includes the coronavirus general exclusion (exclusion 36):

Unfortunately, a claim for cancellation of your holiday wouldn’t be covered in this instance. 

My policy wording doesn’t include the coronavirus general exclusion (exclusion 36):

We’d consider a claim for cancellation of your holiday as long as there was nothing to suggest at the time of booking that a claim might be necessary. 

For everything you need to know about making a claim, visit our dedicated travel insurance claims page.

Yes – if someone in your party is medically diagnosed with coronavirus or personally instructed to self-isolate by an NHS service or medical professional, we’d consider a claim for cancelling or cutting short your holiday.

For everything you need to know about making a claim, visit our dedicated travel insurance claims page.

Upgrading or changing your policy

Upgrading your policy to increase your level of cover or add other destinations would constitute the purchase of a new policy. That mean you’d be covered for:

  • Medical expenses – you’ll be covered for medical expenses if you need treatment for coronavirus while abroad. We’ll also cover additional accommodation costs (up to £2,000) if this treatment means you need to extend your trip.
  • Cancelling or cutting your trip short – you’ll be covered if you, or a member of your family or travelling party, are medically diagnosed with coronavirus or personally instructed to isolate by an NHS service or medical professional.

There’d be no cover provided for other coronavirus-related claims.

If the change in date doesn’t result in a change or extension to your policy dates, we wouldn’t consider this to be a new trip – and you’d have the same level of cover in place. However, if we do need to move the dates of your policy to accommodate your new travel date, we’ll review your case and make a decision based on your individual circumstances.

It is vitally important that you take care to declare all relevant medical conditions to us when you take out your travel insurance. This is to ensure you have a policy that meets your specific demands and needs.

However, providing you bought your policy before 13 March 2020, you’ll still be covered for coronavirus-related events, providing you also booked your trip before 13 March 2020.

If you didn’t purchase the optional Cruise Cover upgrade, you’ll not be able to claim for any changes to your cruise itinerary.

Unfortunately, adding optional Cruise Cover to your policy on or after 13 March constitutes the purchase of a new policy, meaning you wouldn’t be covered for any coronavirus (COVID-19) related claims.

Need to get in touch with us?

Because we are experiencing higher call volumes than usual, please don’t call us if you are not due to travel within the next seven days – this will help us to prioritise customers who are most in need.

If you have a question that you can’t find the answer to here, please get in touch by email on customer.services@travel.virginmoney.com or using live chat Link opens in a new window.

Important information about our FAQs

Please note the following, in relation to our frequently asked questions.

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