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Coronavirus and your travel insurance

Frequently asked questions


Here, you’ll find answers to our most frequently asked questions about travel insurance and coronavirus. For the latest update on how we’re managing the coronavirus crisis, visit our travel insurance page.

I bought my policy before 13 March 2020

If you bought your policy and booked your trip before 13 March 2020, we’ll consider a claim for cancellation.

If you’re currently abroad, you are strongly advised to return now – please follow the latest guidance from the FCO. Link opens in a new window If you’re returning to the UK early and you’d like to make a claim, you should speak to your travel providers in the first instance. They may be able to arrange a refund and assist with travel plans. If they’re not able to offer you a refund, or only offer a partial refund, we’ll consider a claim for the balances that are non-recoverable.

To make a claim, please download and complete our claims form. Once completed, please email the form to enquiries@travelclaimsservices.com.

Remember, if you travel against the FCO’s advice, you won’t be covered for any subsequent claims. If you’re already abroad decide not to return immediately – you won’t be covered for any coronavirus-related claims that arise as a result of your decision to stay abroad (e.g. in the event that you contract the virus or experience further delays or cancellations during your trip home).

If you booked your holiday on or after 13 March 2020, you won’t be covered for any Coronavirus (COVID-19) related claims for that trip. That’s because it was booked after we declared the outbreak a ‘Known Event’ on 13 March 2020.

If you’re contractually obliged to pay the remaining sum of your trip, then we’ll take the date you initially booked your trip as the ‘booking’ date. If not, then we’ll take the date you completed payment.

However, because the FCO has advised against all but essential international travel for all British nationals indefinitely, we recommend you speak to your tour operator for a refund.

If you bought your annual multi-trip policy before 13 March, we’ll consider coronavirus (COVID-19) related claims for any trips booked before 13 March 2020.

For annual multi-trip policies, cancellation and curtailment cover does not usually start until the start date of the policy. However, we’ll consider coronavirus-related cancellation claims up to 48 hours prior to your planned departure date.

I bought my policy on or after 13 March 2020

Unfortunately, you won’t be covered for any coronavirus (COVID-19) related claims for any new trips that you book. This is because you purchased your policy after we declared the outbreak a ‘Known Event’ on 13 March 2020.

We have taken the difficult decision to temporarily pause new travel insurance sales.

In any case, you wouldn’t be covered for any coronavirus (COVID-19) related claims, because you did not purchase a policy from us before we declared the outbreak a ‘Known Event’ on 13 March 2020.

Making a claim

Due to high call volumes, the easiest and most efficient way to make a claim is to download and complete our claims form. Once completed, please email the form to enquiries@travelclaimsservices.com.

Remember, your policy will only cover you for non-refundable expenses. Therefore, if you’re still in the UK and you haven’t travelled yet, contact your travel providers (airline, tour operator, travel agent, etc.) in the first instance to get a refund.

Upgrading or updating your policy

If you upgrade your policy on or after 13 March, you won’t be covered for any coronavirus (COVID-19) related claims – even if you originally purchased your policy before we declared the outbreak a ‘Known Event’ on 13 March 2020. This is because the upgrade constitutes the purchase of a new policy.

If you have an annual, multi-trip policy, then you’ll still be covered – providing you bought your policy before 13 March 2020, when we declared coronavirus a ‘Known Event’.

However, if the dates of your policy need to be moved to accommodate your new travel dates, and you bought your policy and originally booked your holiday before 13 March 2020, please get in touch.

We’ll assess these requests on a case-by-case basis, taking your individual circumstances into account.

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.

I’m currently stuck abroad

If you’re currently abroad, you are strongly advised to return now – please follow the latest guidance from the FCO. Link opens in a new window If you’re returning to the UK early and you’d like to make a claim, you should speak to your travel providers in the first instance. They may be able to arrange a refund and assist with travel plans. If they’re not able to offer you a refund, or only offer a partial refund, we’ll consider a claim for the balances that are non-recoverable.

To make a claim, please download and complete our claims form. Once completed, please email the form to enquiries@travelclaimsservices.com.

Remember, if you decide not to return immediately – you won’t be covered for any coronavirus-related claims that arise as a result of your decision to stay abroad (e.g. in the event that you contract the virus or experience further delays or cancellations during your trip home).

If UK closes its borders before you’re able to return home or if you miss a scheduled return flight, you should contact your travel providers in the first instance, as they may be able to assist you.

However, you may also contact our 24/7 Medical Assistance team on +44 (0)207 748 0060. They’ll be able to give you guidance based upon your individual circumstances.

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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