Asda Travel Insurance is administered by Insure & Go Services Limited and arranged by IES Limited.  This policy is underwritten by Zurich Insurance Company Ltd. A public limited company incorporated in Switzerland. Registered in the Canton of Zurich, No. CHE-105.833.114, registered offices at Mythenquai 2, 8002 Zurich. UK Branch registered in England and Wales no BR000105. UK Branch Head Office: The Zurich Centre, 3000 Parkway, Whiteley, Fareham, Hampshire PO15 7JZ.

Zurich Insurance Company Ltd is authorised and regulated in Switzerland by the Swiss Financial Market Supervisory Authority FINMA. Authorised by the Prudential Regulation Authority. Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Details about the extent of our regulation by the Prudential Regulation Authority are available from us on request.

The following information applies to policies purchased and trips booked after 13^th March 2020. If your policy or trip was bought before this and you’re concerned about your level of cover, please contact us.

Please note that references to Coronavirus includes COVID-19, SARS-COV-2 (Severe Acute Respiratory Syndrome Coronavirus), and any variation or mutation of these conditions.

Make sure you keep up to date with the latest travel advice from the Foreign, Commonwealth and Development Office (FCDO). Please note that there may be different rules depending on whether you’re departing from or arriving into England, Scotland, Wales or Northern Ireland.

For policies bought between 13th March 2020 and 9th November 2021:

If the FCDO advises against all, or all but essential, travel to your destination, and you’re travelling for a holiday, you will not be covered if you go abroad. You will also not be covered for cancellation if, due to Coronavirus, the travel advice prevents your trip, although we expect holiday companies to be flexible and to offer refunds or date changes if travel is not possible.

If you are able to travel, either because non-essential trips to your destination are allowed or because you have a permitted reason for travelling under the FCDO rules, you will be covered for:

• Medical expenses if you need treatment for Coronavirus while abroad, including up to £2,000 to cover additional accommodation costs if this treatment means you need to extend your trip.
• Cancelling or cutting short your trip if you, 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 is no cover for any other Coronavirus-related claims, including lockdowns, quarantines or other government restrictions. All other terms and conditions of the policy apply.

For policies bought after 9th November 2021:

If the FCDO DOES NOT advise against all or all but essential travel to your destination, you will be covered for:

• Medical expenses if you need treatment for Coronavirus while abroad, including up to £2,000 to cover additional accommodation costs if this treatment means you need to extend your trip.
• Cancelling or cutting short your trip if you, 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 is no cover for any other Coronavirus-related claims, including lockdowns, quarantines or other government restrictions. All other terms and conditions of the policy apply.

If the FCDO DOES advise against all or all but essential travel to your destination because of Coronavirus, you will be covered for:

• Any non-Coronavirus-related claims, including Emergency Medical Costs, Baggage, Passports, Money and Personal Accident claims, subject to the usual policy terms and conditions.

There will be no Emergency Medical Cover for Coronavirus and no cover for any Coronavirus-related claims, including choosing not to travel because of the FCDO advice.

FAQs

Please note that in the following FAQs:

• Wherever we say that we will ‘consider’ claims, this will be done in line with your policy terms and conditions, taking into account your individual circumstances. It does not guarantee that your claim will be paid;
• In circumstances where you accept a coupon or voucher (from a hotel/airline/tour operator etc) for the purposes of re-booking your trip at a later date, please be aware that we may consider this to be a monetary refund.

If you buy a policy today, the FCDO DOES NOT advise against all or all non-essential travel to your destination, and you have had and are up to date with the Covid-19 vaccination(s) recommended by the UK NHS (or were medically unable to have the vaccinations as evidenced by your medical records) you will be covered if:

• You need to cancel your trip because you or a member of your family or travelling party are either,
  a) medically diagnosed with Coronavirus within 14-days of your planned departure date, as certified by a medical practitioner or independent authority following completion and physical analysis of a UK Government approved test;
  b) in quarantine on the date you are due to commence your trip, on the orders of a treating medical practitioner due to Coronavirus, suspected Coronavirus or exposure to someone who has been diagnosed with Coronavirus;
• You need to curtail your trip and return to your home earlier than planned due to the hospitalisation or death of an immediate relative, as a result of them having contracted Coronavirus.
• You need medical treatment for Coronavirus while abroad or you have to extend your trip because you have contracted Coronavirus or are quarantined on the orders of the treating medical practitioner due to Coronavirus, suspected Coronavirus or exposure to someone who has been diagnosed with Coronavirus.

Note that there is no cover for any other Coronavirus-related claims, including lockdowns, quarantines or other government restrictions. All other terms and conditions of the policy apply.

If you buy an Asda Travel Insurance policy today and, because of Coronavirus, the FCDO does advise against all or all non-essential travel to your destination, you will still be covered for:

• Any non-Coronavirus-related claims, including emergency medical costs, baggage, passports, money and personal accident claims, subject to the usual policy terms and conditions.

But there will be no emergency medical cover for Coronavirus and no cover for any Coronavirus-related claims, including choosing not to travel because of the FCDO advice. 

Whether you’re covered or not depends on when you bought your policy and the FCDO advice at the time you travel:

If you bought your policy before 9th November 2021 and the FCDO advises against all, or all but essential, travel then you would not be covered if you went abroad for a holiday.

If you bought a policy after 9th November 2021 and, because of Coronavirus, the FCDO advises against all or all but essential, travel then you would still be covered for any non-Coronavirus-related claims in line with the usual terms and conditions. You would not be covered for any Coronavirus-related claims, including emergency medical cover or choosing not to travel because of the advice.

If you bought your policy before 9th November 2021 and the FCDO advises against all or all non-essential travel, then you would not be covered if you went abroad for a holiday.

If you bought a policy after 9th November 2021 and, because of Coronavirus, the FCDO advises against all or all non-essential travel, then you would be covered for any non-Coronavirus-related claims in line with the usual terms and conditions. You would not be covered for any Coronavirus-related claims, including emergency medical cover or choosing not to travel because of the advice.

If the FCDO advises against all or all non-essential travel for a reason other than Coronavirus, and you chose to travel against that advice, there would be no cover under any sections of the policy.

Whether you’re covered or not depends on when you bought your policy:

If you bought your policy before 9th November 2021 and the FCDO advises against all but essential travel, then you would only be covered if you could demonstrate that your trip was essential (eg. to deal with a family emergency).

If you bought a policy after 9th November 2021 and, because of Coronavirus, the FCDO advise against all or all but essential travel, then you would be covered for any non-Coronavirus-related claims in line with the usual terms and conditions. You would not be covered for any Coronavirus-related claims, including emergency medical cover or choosing not to travel because of the advice.

There is separate FCDO cruise advice which supersedes any specific country advice.

Whether you’re covered or not depends on when you bought your policy:

If you bought your policy before 9th November 2021 and the FCDO advise against cruises, then you would not be covered if you went on the cruise.

If you bought a policy after 9th November 2021 and the FCDO advise against cruises because of Coronavirus, then you would still be covered for any non-Coronavirus-related claims in line with the usual terms and conditions. You would not be covered for any Coronavirus-related claims, including emergency medical cover or choosing not to travel because of the advice.

No, unfortunately this is not covered under our policies.

We’d expect holiday companies and airlines to be flexible in these circumstances and to offer refunds or amendments. If you need to change your travel insurance dates, or want to cancel the policy because you’re not travelling, please contact us discuss your options.

No, this isn’t covered by our policies.

In this situation you should contact your travel provider, as they may be able to offer you a refund or a change of travel dates.  Once you’ve spoken to them, if you need to cancel or amend your travel insurance please contact us to discuss the options.

No, Coronavirus tests are not covered by travel insurance.

No, unfortunately this is not covered.

In this situation you should contact your travel provider, as they may be able to offer you a refund or a change of travel dates.  Once you’ve spoken to them, if you need to cancel or amend your travel insurance please contact us to discuss the options.

No, unfortunately these costs aren’t covered.

If the advice changed before you departed, you should contact your travel provider as they may be able to offer you a refund or a change of travel dates.  Once you’ve spoken to them, if you need to cancel or amend your travel insurance please contact us to discuss the options.

No, lockdowns are not covered by our policies.

In this situation you should contact your travel provider, as they may be able to offer you a refund or a change of travel dates.  Once you’ve spoken to them, if you need to cancel or amend your travel insurance please contact us to discuss the options.

It would depend on the circumstances. If the cancellation is because of Coronavirus, or if the provider has gone into administration, this would not be covered under your policy.

In other circumstances we would consider a claim, but you would need to speak to your travel provider first – in most cases they will be required to offer you a refund. You can read our guide to what you should do before making a cancellation claim here.

At the moment, we’re offering enhanced refund terms outside the usual 14-day cooling-off period. If you don’t need your policy, you haven’t travelled on it and are not making a claim, please contact us to discuss the options.

Yes, please contact us to discuss it.

If you’re planning on going to the same place, but at a different time, we will usually be able to change your policy dates.  If you are travelling to somewhere different, no problem, but there may be an additional premium to pay if you need to upgrade your policy.

At the moment, we’re offering enhanced refund terms outside the usual 14-day cooling-off period. If you don’t need your policy, you haven’t travelled on it and are not making a claim, please contact us to discuss the options.

Yes. As long as your trip wasn’t against the advice at the time you left the country, you’ll still be covered as usual under the policy. This includes medical cover for if you catch Coronavirus while abroad.

Whether you’re covered or not would depend on the FCDO travel advice at the time you left the country. This isn’t affected by a change once you’re abroad (except for extreme circumstance where the FCDO advises you to return home immediately).

If the FCDO did not advise against all, or all but essential, travel when you departed, then you would still be covered as usual by the policy, including cover in the event that you catch Coronavirus. There would be no cover for cutting your trip short because of the ‘red list’ status.

No, general quarantines or lockdowns are not covered by the policy. 

If you were to catch Coronavirus while abroad, and this meant you were unable to travel home as arranged, we would extend the policy for the duration of your stay and consider a claim for replacement flights.

Unfortunately not. Our policies don’t offer cover for quarantines or lockdowns, and don’t cover cancellation or curtailment due to Coronavirus restrictions.

No, general quarantines or lockdowns are not covered by the policy. 

If you were to catch Coronavirus while abroad, and this meant you were unable to travel home as arranged, we would extend the policy for the duration of your stay and consider a claim for replacement flights.

At the moment, we’re offering enhanced refund terms outside the usual 14-day cooling-off period. If you don’t need your policy, you haven’t travelled on it and are not making a claim, please contact us to discuss the options.

For policies bought before 24th November 2021:

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 Charles Taylor on 01243 219 595 and 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 via:

• Email: enquiries@travelclaimsservices.com
• Call us on: 0207 748 0061.

For policies bought after 7th December 2021:

To claim online: www.submitaclaim.co.uk/AS
Or call us for a claim form on +44 (0)800 479 8704

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

For policies bought via MoneySupermarket.com:

To claim online: https://www.submit-claim.com/asda1
Or call us for a claim form on 01420 259 057

Please have your claim number to hand to enable us to locate your claim more quickly. Please also refer to 'What to do - Claims information' on page 9 of your policy wording booklet for further details. 

Q: I bought my policy after the Coronavirus general exclusion was introduced. Am I covered for Coronavirus?

A: Although your policy wording excludes all Coronavirus claims, we will now consider claims for:

• Medical expenses if you need treatment for Coronavirus while abroad, including up to £2,000 to cover additional accommodation costs if this treatment means you need to extend your trip.
• Cancelling or cutting short your trip if you, 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.

Please be aware there is no cover for any other Coronavirus related claims, and all other terms and conditions of the policy apply.

Q: I booked a trip before my renewal date. Am I covered for Coronavirus?

A: You have cover for Coronavirus under the terms and conditions of your previous policy, but it’s important to check the FCDO advice before you travel.  The FCDO currently advise against all but essential travel for British nationals, but there is a growing list of countries that are exempt from this advice. You can check the current status here. If the FCDO are advising against travel to your intended destination, we will consider a claim for cancellation if you want to cancel your trip.  Please note that if you decide to travel against the FCDO’s advice, you will not be covered for any subsequent claim.

Q: I booked a trip after my renewal date, or am about to book a trip. Am I covered for Coronavirus?

A: Although your policy wording excludes all Coronavirus claims, we will now consider claims for: 

• Medical expenses if you need treatment for Coronavirus while abroad, including up to £2,000 to cover additional accommodation costs if this treatment means you need to extend your trip.
• Cancelling or cutting short your trip if you, 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.

Please be aware there is no cover for any other Coronavirus related claims, and all other terms and conditions of the policy apply.

Q: My flight is still departing but all the excursions and accommodation have been cancelled due to Coronavirus so I want to cancel. Will I be covered?

A: It would depend on whether the Coronavirus general exclusion was in place at the time you bought your policy.

If your policy includes the Coronavirus general exclusion (exclusion 36 in your policy wording booklet):

This is not covered under your policy.

If your policy does not include the Coronavirus general exclusion, or

If your annual policy has renewed onto one with the Coronavirus general exclusion but you booked your trip prior to that renewal:

The Claims Department will consider any balances which are non-recoverable, unless at the time of booking there was something to suggest that a claim might be necessary.

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 make a claim by downloading a claim form. Once completed, the form should be sent by email (along with electronic copies of any supporting documentation) to enquiries@travelclaimsservices.com. Please also email this address if you are unable download a form.

Q: I am shortly booked to attend an event in Europe. If the event is cancelled by the organiser due to Coronavirus fears, would I be entitled to make a claim? 

A: It would depend on whether the Coronavirus general exclusion was in place at the time you bought your policy.

If your policy includes the Coronavirus general exclusion (exclusion 36 in your policy wording booklet):

This is not covered under your policy.

If your policy does not include the Coronavirus general exclusion, or

If your annual policy has renewed onto one with the Coronavirus general exclusion but you booked your trip prior to that renewal:

The Claims Department will consider any balances which are non-recoverable, unless at the time of booking there was something to suggest that a claim might be necessary.

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 make a claim by downloading a claim form. Once completed, the form should be sent by email (along with electronic copies of any supporting documentation) to enquiries@travelclaimsservices.com. Please also email this address if you are unable download a form.

Q: I have booked a package holiday. What are my entitlements?

A: If an airline or package tour operator cancels your flights/holiday, they are required to provide you with a refund.

A travel insurance policy will only cover you for non-refundable expenses. In the first instance, you need to try to get a refund from your tour operator or travel agent. Please note that coupons or vouchers for future travel would constitute a monetary refund.

Q: I have booked a trip, but only partially paid for it. Am I only considered to have ‘booked’ my trip when it is fully paid for?

A: If you are contractually obliged to pay the remaining sum of your trip, then we will take the date that you initially booked the trip as your ‘booking’ date. If not, then we will take the date that you completed payment.

Q: I am being told I would need to quarantine for the first 14 days of my trip because of the area I am travelling to, but my holiday is only 14 days long (or less). Can I make a claim for cancellation?

A: It would depend on whether the Coronavirus general exclusion was in place at the time you bought your policy.

If your policy includes the Coronavirus general exclusion (exclusion 36 in your policy wording booklet):

This is not covered under your policy.

If your policy does not include the Coronavirus general exclusion, or

If your annual policy has renewed onto one with the Coronavirus general exclusion but you booked your trip prior to that renewal:

We would consider a claim for cancellation unless at the time of booking there was something to suggest that a claim might be necessary.

You should approach your tour operators or service providers in the first instance, as they may be able to arrange a refund or rebooking. If they confirm they are unable to offer any refund or only a partial refund, please make a claim by downloading a claim form. Once completed, the form should be sent by email (along with electronic copies of any supporting documentation) to enquiries@travelclaimsservices.com. Please also email this address if you are unable download a form. 

Q: If I’m abroad and the country/region I am in gets put into lockdown, what should I do?

A: If you are put into lockdown while abroad, contact our Medical Assistance team on +44 (0)207 748 0060. They will be able to give you guidance based upon your individual circumstances. The phone number is open 24 hours a day.

Q: If I have to self-isolate during my holiday, what should I do?

A: If you have to self-isolate while abroad, please contact our Medical Assistance team on +44 (0)207 748 0060. They will be able to give you guidance based upon your individual circumstances. The phone number is open 24 hours a day.

Q: If someone I’m booked to travel with (and who is also listed as an additional traveller on my travel policy) has to self-isolate, and this affects our ability to travel, am I able to make a claim?

A: Yes – if someone in your party is medically diagnosed with Coronavirus or personally instructed to isolate by an NHS service or medical professional we would consider a claim for cancelling or cutting short your holiday.

You should contact your service providers in the first instance as they may be able to arrange a refund or rebooking. If they confirm they are unable to offer any refund or only a partial refund, please make a claim by downloading a claim form. Once completed, the form should be sent by email (along with electronic copies of any supporting documentation) to enquiries@travelclaimsservices.com. Please also email this address if you are unable download a form.

Q: I’m on holiday and am worried that I may be put into quarantine or self-isolation. Would I be covered for a curtailment claim?

A: It would depend on whether the Coronavirus general exclusion was in place at the time you bought your policy.

If your policy includes the Coronavirus general exclusion (exclusion 36 in your policy wording booklet):

This is not covered under your policy. 

If your policy does not include the Coronavirus general exclusion, or

If your annual policy has renewed onto one with the Coronavirus general exclusion but you booked your trip prior to that renewal:

We might consider a claim for curtailment, depending on the individual circumstances and providing that at the time of booking the trip there was nothing to suggest that a claim would be necessary.

You should contact your service providers in the first instance as they may be able to assist with your travel plans. If they confirm they are unable to assist, and don’t offer any refund or only a partial refund, please make a claim by downloading a claim form. Once completed, the form should be sent by email (along with electronic copies of any supporting documentation) to enquiries@travelclaimsservices.com. Please also email this address if you are unable download a form.

Q: If either the UK or my local area goes back into lockdown before I am due to travel, can I make a claim for cancellation?

A: It would depend on whether the Coronavirus general exclusion was in place at the time you bought your policy.

If your policy includes the Coronavirus general exclusion (exclusion 36 in your policy wording booklet):

This is not covered under your policy.

If your policy does not include the Coronavirus general exclusion, or

If your annual policy has renewed onto one with the Coronavirus general exclusion but you booked your trip prior to that renewal:

We would consider a claim for cancellation unless at the time of booking there was something to suggest that a claim might be necessary. 

You should approach your tour operators or service providers in the first instance, as they may be able to arrange a refund or rebooking. If they confirm they are unable to offer any refund or only a partial refund, please make a claim by downloading a claim form. Once completed, the form should be sent by email (along with electronic copies of any supporting documentation) to enquiries@travelclaimsservices.com. Please also email this address if you are unable download a form.

Q: I have a European annual multi-trip policy that I bought before the Coronavirus exclusion was introduced.  I’ve booked a trip to the Caribbean and need to upgrade my policy to Worldwide. Will I still be covered for Coronavirus?

A: The upgrade would constitute the purchase of a new policy, therefore you would have updated terms and conditions.  This means that you would only be covered for:

• Medical expenses if you need treatment for Coronavirus while abroad, including up to £2,000 to cover additional accommodation costs if this treatment means you need to extend your trip.
• Cancelling or cutting short your trip if you, 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.

Please be aware there is no cover for any other Coronavirus related claims, and all other terms and conditions of the policy apply.

Q: If I purchased the mid-range level of cover before the Coronavirus exclusion was introduced, but now want to upgrade to the higher-level, will I still be covered for Coronavirus?

A: The upgrade would constitute the purchase of a new policy, therefore you would have updated terms and conditions. This means that you would only be covered for:

• Medical expenses if you need treatment for Coronavirus while abroad, including up to £2,000 to cover additional accommodation costs if this treatment means you need to extend your trip.
• Cancelling or cutting short your trip if you, 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.

Please be aware there is no cover for any other Coronavirus related claims, and all other terms and conditions of the policy apply.

Q: If I forgot to declare all relevant medical conditions at the point of purchase, and have to call up to do this, will I still be covered for Coronavirus?

A: It is vitally important that you take care to declare all relevant medical conditions to us at the point of sale, to ensure that you have a policy which meets your particular demands and needs. However, should you have to call to declare further conditions post-sale, you will continue to have the same level of Coronavirus cover as you had prior to the new declaration.

Q: If my tour operator changes my outbound travel dates, will I still be covered for Coronavirus, or will this count as a ‘new’ trip?

A: If the change to your travel dates does not result in a change or extension to your policy dates (for example if you have an annual multi-trip policy) then we would not consider this to be a new trip, and you would have the same level of cover that was in place before your travel dates were changed.

However, if this means that we have to move the dates of your policy to accommodate your new travel dates, then we will assess such requests on a case by case basis, taking into account your individual circumstances. 

Q: I haven’t travelled yet and want to rearrange my travel dates. Will this affect my cover?

A: If the change to your travel dates does not result in a change or extension to your policy dates (for example if you have an annual multi-trip policy) then we would not consider this to be a new trip, and you would have the same level of cover that was in place before your travel dates were changed.

However, if this means that we have to move the dates of your policy to accommodate your new travel dates, then we will assess such requests on a case by case basis, taking into account your individual circumstances. For customers with single trip policies, if the change in dates does not affect the duration or destination of your trip, we can move your policy start date up to a maximum of 12 months from the date of the original trip.

Q: I purchased my annual multi-trip policy before the Coronavirus general exclusion was introduced, but the policy didn’t start until afterwards. Am I covered for Coronavirus?

A: You have cover 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.  Factors we will take into account include the FCDO advice, UK government restrictions, and restrictions at your destination at the time of booking. You can check the current FCDO advice here. If you decide to travel against the FCDO’s advice, you will not be covered for any subsequent claim.

Please note that with annual multi-trip policies, you are not covered for the cancellation of your trip until the policy start date.

There is separate FCDO cruise advice which supersedes any specific country advice.

Whether you’re covered or not depends on when you bought your policy:

If you bought an Asda Money Travel Insurance policy after 18th October 2021 and the FCDO advises against cruises because of Coronavirus, then you would still be covered for any non-Coronavirus-related claims in line with the usual terms and conditions. You would not be covered for any Coronavirus-related claims, including emergency medical cover or choosing not to travel because of the advice.

If you bought your policy before 1st September 2021 and the FCDO advises against cruises, then you would not be covered if you went anyway.

Q: My cruise is cancelled due to Coronavirus. Can I claim?

A: It would depend on whether the Coronavirus general exclusion was in place at the time you bought your policy.

If your policy includes the Coronavirus general exclusion (exclusion 36 in your policy wording booklet):

This is not covered under your policy.

If your policy does not include the Coronavirus general exclusion, or

If your annual policy has renewed onto one with the Coronavirus general exclusion but you booked your trip prior to that renewal:

We would consider a claim for cancellation unless at the time of booking the FCDO were already advising against cruise travel, or there was something else to suggest that a claim might be necessary. 

You should approach your tour operators or service providers in the first instance, as they may be able to arrange a refund or rebooking. If they confirm they are unable to offer any refund or only a partial refund, please make a claim by downloading a claim form. Once completed, the form should be sent by email (along with electronic copies of any supporting documentation) to enquiries@travelclaimsservices.com. Please also email this address if you are unable download a form. 

Q: My cruise is still going ahead, but the FCDO advises against cruise travel. Can I make a claim for cancellation?

A: It would depend on whether the Coronavirus general exclusion was in place at the time you bought your policy.

If your policy includes the Coronavirus general exclusion (exclusion 36 in your policy wording booklet):

This is not covered under your policy.

If your policy does not include the Coronavirus general exclusion, or

If your annual policy has renewed onto one with the Coronavirus general exclusion but you booked your trip prior to that renewal:

We would consider a claim for cancellation unless at the time of booking the FCDO were already advising against cruise travel, or there was something else to suggest that a claim might be necessary. 

You should approach your tour operators or service providers in the first instance, as they may be able to arrange a refund or rebooking. If they confirm they are unable to offer any refund or only a partial refund, please make a claim by downloading a claim form. Once completed, the form should be sent by email (along with electronic copies of any supporting documentation) to enquiries@travelclaimsservices.com. Please also email this address if you are unable download a form. 

Q: I am booked to go on a cruise but I did not buy the optional cruise upgrade. Will my policy cover me if my cruise itinerary changes?

A: No. Additionally, the FCDO currently advise against all cruise travel. If you decide to travel against the FCDO’s advice, you will not be covered for any subsequent claim.

Q: If I am abroad and the UK closes its borders due to Coronavirus, what should I do?

A: In the unlikely event that the UK closes its borders while you’re abroad, you should contact your service providers in the first instance as they may be able to assist you. However, you may also contact our Medical Assistance team on +44 (0)207 748 0060 should you need to. They will be able to give you guidance based upon your individual circumstances. The phone number is open 24 hours a day.

If the border closure means that you have to cut your holiday short, you may be able to claim depending on when you bought your policy:

If your policy includes the Coronavirus general exclusion (exclusion 36 in your policy wording booklet):

This is not covered under your policy.

If your policy does not include the Coronavirus general exclusion, or

If your annual policy has renewed onto one with the Coronavirus general exclusion but you booked your trip prior to that renewal:

We would consider a claim for cutting short your trip unless at the time of booking there was something to suggest that a claim might be necessary. 

You should approach your tour operators or service providers in the first instance, as they may be able to assist you or offer a refund. If they confirm they are unable to offer any refund or only a partial refund, please make a claim by downloading a claim form. Once completed, the form should be sent by email (along with electronic copies of any supporting documentation) to enquiries@travelclaimsservices.com. Please also email this address if you are unable download a form. 

Q: What do I do if I have missed my homeward flight and cannot contact my flight provider?

A: Contact our Medical Assistance team on +44 (0)207 748 0060. They will be able to give you guidance based upon your individual circumstances. The phone number is open 24 hours a day.

Q: If my visa runs out while I’m abroad due to having been placed in quarantine, and I get fined as a result, will I be covered?

A: It would depend on whether the Coronavirus general exclusion was in place at the time you bought your policy.

If your policy includes the Coronavirus general exclusion (exclusion 36 in your policy wording booklet):

This is not covered under your policy.

If your policy does not include the Coronavirus general exclusion, or

If your annual policy has renewed onto one with the Coronavirus general exclusion but you booked your trip prior to that renewal:

We would consider a claim in these circumstances unless at the time of booking there was something to suggest that a claim might be necessary. 

Q: I’m currently abroad, however my flight home (or one of my homeward flights) has now been cancelled due to Coronavirus. What am I covered for with regards to this flight?

A: It would depend on whether the Coronavirus general exclusion was in place at the time you bought your policy.

If your policy includes the Coronavirus general exclusion (exclusion 36 in your policy wording booklet):

This is not covered under your policy.

If your policy does not include the Coronavirus general exclusion, or

If your annual policy has renewed onto one with the Coronavirus general exclusion but you booked your trip prior to that renewal:

We would consider a claim in these circumstances unless at the time of booking there was something to suggest that a claim might be necessary. 

You should approach your tour operators or service providers in the first instance, as they may be able to assist you or offer a refund. If they confirm they are unable to offer any refund or only a partial refund, please make a claim by downloading a claim form. Once completed, the form should be sent by email (along with electronic copies of any supporting documentation) to enquiries@travelclaimsservices.com. Please also email this address if you are unable download a form. 

If you end up stuck overseas and unable to return to the UK, your existing policy will automatically extend in line with the terms and conditions for up to 30 days to cover you until you’re reasonably able to return home. If you are unable to arrange and/or pay for an alternative flight, please contact our Medical Assistance team on +44 (0)207 748 0060. They will be able to give you guidance based upon your individual circumstances. The phone number is open 24 hours a day.

Q: If the FCDO advice changes while I’m abroad, will my medical expenses be covered if I contract Coronavirus?

A: As long as the FCDO were not advising against travel to your destination when you set off, you will be covered for medical expenses if you need treatment for Coronavirus while abroad, including up to £2,000 to cover additional accommodation costs if this treatment means you need to extend your trip.

However, if the FCDO advise that you should return to the UK immediately, and you decide not to, you will not 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/cancellations during your trip home).

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 Medical Assistance team in the first instance on +44 (0)207 748 0060. They will be able to give you guidance based upon your individual circumstances. The phone number is open 24 hours a day.

Q: I am a customer with a Backpacker policy currently abroad and the FCDO advise against travel to one of my destination countries. I would like to return home on a home visit until it is safe to travel back there. I am likely to be home for more than the allowed 14 days, is this okay?

A: Yes, we will allow you to use one home visit to stay back in the UK until such time as the FCDO 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 resumes when you return to your destination.

Unfortunately, our policies do not provide cover for flights or connections missed due to delays at check-in or customs. When planning your trip, make sure that you allow enough time to get through the airport, and bear in mind that queues may be significantly longer for UK passport holders post-Brexit.

When arriving in an EU country after Brexit, you may need to show that you have enough money to cover your stay. If you're not able to do this, and are denied entry, travel insurance will NOT cover any costs incurred.

More information about travelling to the EU after Brexit can be found here.

Our policies do not provide any cover for travellers who don't have a valid passport or visa.

You can check whether your passport will be valid for travel here.

If your passport isn't valid, make sure you apply for a replacement in plenty of time - renewing an adult passport should only take around three weeks, but it's best to do it as soon as possible.

After Brexit, medical expenses will be covered in Europe just as they are in the rest of the world. You will need to contact our 24-hour emergency assistance team before receiving any hospital treatment or incurring costs of £500 or more, otherwise the amount we pay out may be limited.

Our policies do not provide any cover for travellers who don't have a valid visa. Check whether you'll need a visa in plenty of time, and arrange for an extension if you're going to be exceeding the visa-free period.

There's information about travelling to the EU after Brexit, including information about visas, here.

When arriving in an EU country after Brexit, you may need to show that you have an onward or return ticket. If you're not able to do this, and are denied entry, travel insurance will NOT cover any costs incurred.

More information about travelling to the EU after Brexit can be found here.

All EHIC cards issued before the end of 2020 will be valid until their expiry date (on the front of your card), entitling you to reduced cost or Free State healthcare within the EU countries that you visit. Your travel insurance will cover you for other medical costs, which are not covered under the EHIC arrangement or alternative reciprocal health agreement, subject to the terms and conditions of your policy.

However, for those whose cards have expired, you will not be able to apply for a replacement card. The Government has now introduced a new UK Global Health Insurance Card (GHIC), which entitles you to the same cover as the EHIC and is free to obtain from the official GHIC website. You should apply at least ten days before you plan to travel to ensure your GHIC card arrives on time.

Our policies do not provide any cover for travellers who don't have a valid visa, so check whether you'll need one and apply in plenty of time.

There's information about travelling to the EU after Brexit, including information about visas, here.

No, sorry. Exchange rates are constantly changing, both up and down, and we don't provide cover for this.

There is no cover under our polices for additional costs due to Brexit, whether charges for visas, extra taxes, or increased costs due to exchange rate changes.

It would depend on the reason for the delay - our policies cover delayed departure due to strikes or industrial action, poor weather, or mechanical breakdown. Delays due to reasons other than these would not be covered.
If your flight was delayed for more than 24 hours, and the delay was due to one of the reasons listed above, we would consider a claim if you chose to abandon your trip.

You'll still be able to drive in the EU after Brexit, but there will be a number of new rules.  These will include carrying a Green Card to prove you have car insurance, displaying a GB sticker and, for some countries, obtaining an International Driving Permit (IDP). 

You can find more information about the new requirement here.

No cover is provided under our policies for the cost of these documents, or for the consequences of not obtaining them.

After Brexit, EU pet passports will no longer be valid. You can still travel with your pet, but you'll need to obtain an animal health certificate (AHC) instead. Information about travelling with a pet after Brexit can be found here.

Make sure that you apply for an AHC in good time - our policies won't cover a cancellation claim due to your pet not having the correct documentation.

You can declare your diagnosed medical conditions quickly and easily using our online medical screening system or, if you would prefer to speak to one of our friendly agents, call us on 0800 024 1128.

A pre-existing medical condition is any medical condition for which any person insured on this policy has:

• Taken any prescribed medication or received medical treatment within the last 2 years
• Been registered in or outpatient at a hospital, clinic or GP surgery in the last 2 years
• Been advised of a terminal illness.

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.

You must inform Asda 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 0800 024 1128.

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). The rest of your travel insurance cover will not be affected by this exclusion.

If you already have a policy and there has been a change in your medical status, please call our customer services team on 0800 024 1128.

If you are travelling outside of Europe and have pre-existing medical conditions to declare you must purchase your insurance with a minimum of 48 hours before you are due to depart.

If you are travelling within Europe or do not have pre-existing medical conditions to declare, as soon as your credit or debit card details have been accepted, confirmation of your cover is provided on screen, and to the email address you have given.  Provided you have your policy number, emergency number and claims number, you have all the basic information you need.

Yes you can. A policy reference number is all that is needed for proof of insurance when travelling. It is however, recommended that you take your documents with you for information and also for when you are asked for brief details of your policy cover. Or, if you don't yet have documents, remember to take a note of important telephone numbers you might need.

If you are buying a Single Trip policy, your cover begins instantly. If you are buying an Annual Multi-Trip policy, you can choose when your cover begins (up to 364 days in the future). If you have already booked a holiday, and have no other travel insurance arrangements in force, you should ensure your policy starts immediately, so you are covered for cancellation.

Yes you can. If you need to update information about yourself, such as a change of name, address or telephone number Asda Travel Insurance will re-issue an updated policy schedule. If you need to add Winter Sports cover or want to increase the number of people insured, Asda Travel Insurance will just need to issue a new policy and schedule. Just call on 0800 138 2377 to make these changes.

Asda Travel Insurance will remind you about 3 weeks before your policy expires, and offer you the opportunity to buy another policy by telephone or online.

An annual multi-trip policy gives you cover to travel as many times as you like during any one period of insurance, as long as no single trip lasts longer than 35 days if you have chosen Value or 45 days if you have chosen Premium. If you have Superior cover, you are covered for either 90 days per trip (policies bought before 9th November 2021) or 55 days (policies bought after 9th November 2021).

Each of you is covered separately up to the limits shown in the policy schedule. The policy limits apply in the same way as they would if you had each taken separate policies.

Yes, we provide non-medical cover for holidays in the UK as long as you have booked accommodation. (Please see the policy document for full details for the sections of cover which do not apply to holidays within the UK).

The most important exclusions are highlighted in the Insurance Product Information Document, FAQs and in the statements you’re asked to confirm before you buy the cover. It is not possible to list everything you will not be covered for, so we suggest you read the full policy wording. Under each section of cover you’ll find a list of exclusions of ‘what is not covered’ as well as the general exclusions. These sections must not be read in isolation, but within the context of the full policy wording. If you have any doubts about what is not covered, please contact Asda Travel Insurance.

If, due to unexpected circumstances that are beyond your control and which fall under the conditions of your cover, you cannot finish your holiday within the period of insurance set out on your validation certificate, we will extend your cover for up to 30 days. We will not charge you for this. If the delay is due to coronavirus, please look at the coronavirus FAQs which explain what will happen under those circumstances.

As long as your children travelling with you are under the age of 18 and in full-time education they will qualify for the free children's insurance cover.

Up to three kids go free per insured adult, subject to medical screening. When you buy direct with us. 

To make sure you have continuous cover under your policy, we will aim to automatically renew (auto-renew) your policy when it runs out, unless you have made a medical declaration or tell us not to.

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 138 2375. Otherwise we will collect the renewal premiums from your credit or debit card.

For policies purchased before 9th November 2021, everyone named on an Annual Multi-Trip policy is entitled to travel independently, but children under 18 who travel alone must be dropped off and picked up by a responsible adult aged 18 or over.

For policies purchased after 9th November 2021, children under 18 must be travelling with an adult named on the same policy in order to be covered.

Should the unfortunate happen and you’re ill or injured while away (outside the home area you live in or the final country of your journey if you are on a one-way trip), we’re here to help you. Just call us as soon as you can.

For policies purchased after 9th November 2021, the number is +44 (0)203 467 4124.

For policies purchased before 9th November 2021, the number is +44 (0)208 712 1303

We’re here 24 hours a day, 365 days a year. If you are in the USA and need to see a doctor, be sure to contact us on the number above and we’ll help set things up for you using our local network of walk-in centres, urgent care clinics, house-calls and available telemedicine. 

In serious emergencies, seek medical attention at your nearest public healthcare facility before you or someone on your behalf contacts us. Please refer to the ‘What to do - Medical and other emergencies’ section of your policy document for more details.

When you contact us you will need to provide the following information:

• Your name and address
• Your policy number shown on your validation certificate
• Your phone number abroad
• The date you left and the date you are due to come back

You should also refer to page 12 of your policy wording booklet for further details.

If it’s a medical emergency and you are admitted to hospital, the emergency assistance service may guarantee the fees of the hospital and attending doctor(s) - so you don’t have to pay anything but your excess. In cases where the expenses are small, you may opt to pay, or be asked to pay, and claim the money back. Please talk to the 24/7 Emergency Assistance service (Zurich Assist), unless the case is very minor, who will decide what to do. Asda Travel Insurance will not pay for any expenses not covered by the policy. Zurich Assist can be called at any time to help you.

Australia operates a reciprocal health agreement with the UK which requires you to enrol in Medicare to get free public hospital treatment. Medicare is Australia's equivalent of the National Health Service.

If you require medical treatment in Australia you must register for treatment with Medicare. If you do not, Asda Travel Insurance may reject your claim or reduce the amount paid to you.

If it’s a medical necessity and appropriate, an air ambulance will be provided.

Yes, you can. Our policies have no upper age limit.

Unfortunately no, policy holders must be at least 18. All children must be travelling with an adult named on the same policy in order to be covered.

You will be covered from cancellation and medical costs relating to unexpected complications for the full term of your pregnancy and premature birth more than 8 weeks (or 16 weeks if multiple birth) before the expected delivery date. For full details, please see the “Complications of Pregnancy & Childbirth” definition in your policy wording.

A UK resident is someone who has lived in the UK for at least 6 months, has a permanent UK address and is registered with a UK GP.

Yes, as long as they have been living in the United Kingdom for at least 6 months, have a permanent address and are registered with a GP, and your partner is your spouse or a person of either sex with whom you have been living with at the same address.

Unfortunately no. Our customers are required to meet the following residency criteria at the time of purchase:

• Be a UK resident
• Be currently living in the UK

Also all trips must start and finish in the UK.

You can pay online or over the telephone using a valid credit card, debit card or pre-payment card

If you're likely to be going on holiday more than once a year, you may well find that an Annual Multi-Trip policy is more convenient and cost effective than taking out a separate policy each time you travel. Just calculate the cost of buying a number of Single Trip policies and compare it with the cost of an Annual Multi-Trip. If you are only planning on going on one holiday then the Single trip might be more cost effective and can cover you for up to 365 days.

Yes, but only if you select the Winter Sports cover option. When you have purchased this it will be shown on your Policy Schedule. Please refer to the Policy Wording for the full range of Winter Sports cover.

As part of our ongoing commitment to improving our products and services, the winter sport add-on is currently unavailable. In time for the winter season, we will be launching an improved version of this optional extra.

Yes, but you will need to add Business Cover to your policy and pay an additional premium. This will ensure your business equipment is covered, and provide additional baggage delay and personal accident cover.

You have the statutory right to cancel your policy within 14 days from the day of purchase or renewal of the policy. If you wish to do so you will be entitled to a full refund of the premium paid provided you have not travelled, and there has been no claims or incident likely to give rise to a claim.  If you wish to cancel your policy you can write (either by e-mail or letter, which you can post to the address below) or contact Asda Travel Insurance on 0800 138 2377 within 14 days of buying your policy or the date you receive your policy documentation whichever is the latter.  If you cancel after 14 days of receipt of your policy documents no premium refund will be made. If you are an annual multi-trip policyholder and you have travelled or made a claim before you asked to cancel the policy, Asda Travel Insurance may only refund part of the premium.

In line with the conditions above, they will refund all the premiums you have paid within 30 days of the date you write to them to ask to cancel the policy. To request cancellation of your policy, please contact Asda Travel Insurance by writing to: Customer Service Department Asda Travel Insurance PO Box 5927 Warrior Square Southend-on-Sea Essex SS1 2JY Email: customer.services@travelinsurance.asda.com

Asda Travel Insurance may cancel this policy by sending 30 days’ notice to your last known address. Part of the premium may be returned to you. The policy may be cancelled immediately if you do not pay the premium.

Yes, you may be able to submit a claim for consideration if your holiday is cut short by one of the circumstances described in the policy wording; for example death, illness, fire at your home or because the police require you to. You do not qualify for refunds for reasons outside those shown in the policy wording.

Asda Travel Insurance do everything they can to make sure that you receive a high standard of service. If you are not satisfied with the service you receive for sales or claims issues, such as how our sales staff dealt with your call, please write to:

The Customer Relations Manager
Asda Travel Insurance
PO Box 5927
Warrior Square
Southend-on-Sea
Essex
SS1 2JY
Phone: 0800 138 2374
E-mail: complaints@travelinsurance.asda.com

If you are still not satisfied with the way we have handled your complaint, you may take your complaint to the Financial Ombudsman Service who will investigate your complaint:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone: 0800 023 4567
E-mail: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

For policies bought before 24th November 2021:

To register a new claim, please call Charles Taylor on 01243 219 595 and their contact centre will guide you through the process.

For policies bought after 7th December 2021:

To claim online: www.submitaclaim.co.uk/AS
Or call us for a claim form on +44 (0) 800 479 8704

Please have your claim number to hand to enable us to locate your claim more quickly. Please also refer to ‘What to do – Claims information’ on page 13 of your policy wording booklet for further details.

Doctor Care Anywhere is no longer available for policies purchased on or after 14^th November 2023.

For Doctor Care Anywhere queries relating to policies purchased before 14^th November 2023, please contact +44 330 088 4980 or email contactus@doctorcareanywhere.com

We will credit your Asda Pounds balance within 3 days of your transaction being made successfully. This will appear in your transaction timeline.

Yes, you will receive 10% back in Asda Pounds each time you pay for an Asda money Travel Insurance policy using your Asda Money Credit Card, for as long as the offer is running.

No, this offer only applies to Travel Insurance policies taken out after 23 January 2023.

If you think you've not received your Asda Pounds within 10 days of purchasing your insurance policy, you should contact our Customer Service team through Live Chat.

If you cancel your policy within the cooling off period, any Asda Pounds you earned by making that purchase will be deducted from your Asda Pounds balance.

Yes.