Travel Insurance FAQs

About the insurer

Who insures Asda Travel Insurance?

Asda Travel Insurance is arranged and administered by Insure & Go Insurance Services Limited and underwritten by MAPFRE ASISTENCIA Compañía Internacional de Seguros y Reaseguros, Sociedad Anonima which is authorised by the Dirección General De Seguros y Fondos de Pensiones and subject to limited regulation by the Financial Conduct Authority and the Prudential Regulation Authority. Details about the extent of regulation by the Financial Conduct Authority and the Prudential Regulation Authority are available on request. MAPFRE UK Branch Registered Address: Dixon House, 72-75 Fenchurch Street, London, EC3M 4BR. Company Number: FC021974. Branch Number: BR008042. Trading under the name 'MAPFRE Assistance'.

Coronavirus (Covid-19)

Summary - Updated: 14th June 2021

The following information applies to policies purchased and trips booked after 13th 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.

If the FCDO advise against non-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.

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. We have a guide to what you should do before making a cancellation claim here.
What Coronavirus cover will I have if I buy a policy today?

If you are able to travel, either because the FCDO advice allows non-essential trips to your destination or because you have a permitted reason for travelling, 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.

Please note that, if you were to travel abroad against the FCDO advice, there would be no cover for any subsequent claim.

 

I plan to travel to an ‘amber’ country, will I be covered?

As at 17th May 2021, the FCDO advise that, to prevent new Covid variants from entering the UK, you should not travel to amber or red list countries.

The traffic light system tells you what you should do on your return from your trip, and there may be different rules for England, Scotland, Wales and Northern Ireland.

Whether you’re covered abroad or not depends on the FCDO advice at the time you travel. 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. If your trip was not permitted under the advice, and you travelled anyway, there would be no cover for any subsequent claim.

I plan to go on holiday to a ‘green’ country, but the FCDO advises against all but essential travel. Will I be covered?

If you travel abroad against the FCDO advice, there is no cover under any of our policies, regardless of the country’s traffic light colour.

We expect the FCDO to allow non-essential travel to green listed countries.  However, this isn’t guaranteed and you should always check the advice for your destination before you travel.

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.

I’m travelling abroad to visit family, but the FCDO advise against non-essential travel. Am I covered if I go?

It would depend on whether you could demonstrate that your journey was essential – for example, for work or for a family emergency.  If your travel is permitted, you will be covered as normal under our policies (including the Coronavirus cover outlined above).

Remember that if you travel against the FCDO advice, there would be no cover for any subsequent claim

I’ve booked a cruise, and all the ports are in areas where the FCDO advice allows non-essential travel. Am I covered?

There is separate FCDO cruise advice which supersedes any specific country advice.  If the FCDO advise against cruises, and you travel anyway, there would be no cover under our policies, even if non-essential travel was allowed to all the individual countries you were visiting

My trip is permitted under the FCDO advice, but the destination country won’t let me in. Am I covered for cancellation?

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.

 

My trip is permitted under the FCDO advice, but the area I’m travelling to is in lockdown and all the facilities are closed. Can I claim for cancellation?

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.

My trip is permitted under the FCDO advice, but I’ll need a negative Covid test on arrival at my destination. Can I claim for the testing costs?

No, Coronavirus tests are not covered by travel insurance.

My trip is permitted, but the advice has changed and I’ll now have to quarantine at home when I return. I can’t quarantine because of work, so can I claim for cancelling my trip?

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.

My trip is permitted but the advice has changed and I’ll now have to quarantine in a hotel when I return. Can I claim for these costs on my travel insurance?

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.

My trip is permitted under the FCDO advice, but the area in which I live is going into a local lockdown. Can I claim for cancellation?

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.

My trip is permitted under the FCDO advice, but the travel provider has cancelled my booking. Can I make a claim?

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.

My trip has been cancelled and I have had a full refund from my travel provider. Can I have a refund on my travel insurance?

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.

The FCDO advises against non-essential travel to my destination, so I’ve changed my holiday booking. Can I change my travel insurance too?

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.

I have an annual policy but have decided not to risk travelling this year. Can I have a refund?

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.

If the FCDO advice changes while I’m abroad, and my holiday is no longer permitted, am I still covered?

Yes. As long as 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 for if you catch Coronavirus while abroad.

If the traffic light of my destination changes from ‘green’ to ‘amber’ or ‘red’ while I’m abroad, am I still covered?

The traffic light system tells you what you should do on your return from your trip, and there may be different rules for England, Scotland, Wales and Northern Ireland.

Whether you’re covered abroad or not depends on the FCDO travel advice on your departure date. As long as 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 for if you catch Coronavirus while abroad.

If I have to quarantine while abroad and miss my flight home, can I claim for new flights?

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.

If the FCDO advice changes while I’m abroad, meaning I’ll have to quarantine on my return, can I claim for cutting my holiday short to avoid this?

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

If I have to quarantine while abroad and miss my flight home, can I claim for new flights?

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.

I have an annual policy but have decided not to risk travelling this year. Can I have a refund?

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.

How do I make a claim?

You can make a claim online by contacting us.

Claims can also be made by downloading a claim form here. Once completed, the form should be sent by email (along with electronic copies of any supporting documents) to enquiries@travelclaimsservices.com. Please also email this address if you are unable to log into your policy or download a form.  

The policy will only cover you for non-refundable expenses. First, you need to try to get a refund from your tour operator or travel agent. Coupons or vouchers for future travel will be considered a refund. We have a guide to what you should do before making a cancellation claim here.

Is it safe for me to travel?

On 30th March, the Foreign, Commonwealth & Development Office (FCDO) advised British nationals against ‘all but essential international travel’ indefinitely. This continues to stand, however as of 4th July a number of countries are exempt from this advice.

The FCDO also currently advise against all cruise ship travel. Please note that this supersedes any country-specific advice (e.g. if the FCDO advise that trips to France are safe, this would not include cruises around France).

It’s important to check the FCDO advice, and the list of exempt countries, regularly, and it is likely to keep changing. Their website can be accessed here. If you choose to travel against the FCDO’s advice, you will not be covered for any subsequent claim.

My policy wording includes the Coronavirus general exclusion

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.

My annual policy renewed and now includes the Coronavirus general exclusion

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.

Guidance on issues before travel

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 formOnce 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.

Quarantine, self-isolation and ‘lockdown’

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.

Upgrading my policy

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.

Changes to travel dates

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.

Cruises

Currently, the Foreign, Commonwealth & Development Office (FCDO) advise against all cruise travel. You can see the latest advice here. Please note that this supersedes any country-specific advice (e.g. if the FCDO advise that trips to France are safe, this would not include cruises around France). If you decide to travel against the FCDO’s advice, you will not be covered for any subsequent claim.

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.

Guidance on other issues during travel

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.

Brexit

If extra checks at the airport mean that I miss my flight or connection, will I be covered?

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.

If I'm denied entry to an EU country because I can't show I have enough money for my stay, can I claim for my missed holiday and return flight?

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.

If my passport doesn't have enough time on it due to the new rules, and I can't get a new one before my trip, can I cancel?

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.

Am I covered for medical costs and will I have to pay upfront? Do I need to notify you?

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.

If I am stopped on my outbound journey as I would have overstayed my visa free period during that trip, can I claim for cancellation?

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.

If I am refused entry to an EU country as I don’t have a return ticket, am I covered for any parts of the trip that I have missed?

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.

How is my EHIC card affected?

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.

Am I covered if I am not permitted entry to a country as I don’t have a visa?

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.

Can I cancel because the pound value has changed and my hotel is now 50% more expensive?

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

What if I incur additional costs for my holiday related to Brexit (e.g. charges for visas or additional taxes)?

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.

Will I be covered if my flights are delayed due to Brexit?

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.

Will I still be covered whilst I am driving in Europe?

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.

Am I covered for cancellation if I can't travel with my pet after Brexit?

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.

The underwriter behind the insurance policy is Spanish; will this have any effect on the policy post-Brexit?

MAPFRE ASISTENCIA 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, meaning there will be no disruption to cover.

Medical conditions

Serious medical conditions - Do you have a serious medical condition that may benefit from being insured by a specialist provider? If so, you can view a directory of specialist medical providers or call 0800 138 7777.

I have a medical condition, can I be covered?

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.

What is considered a pre-existing medical condition?

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.

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.

If cover is refused for my pre-existing medical condition, am I still covered?

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.

I already have a policy but I've recently been diagnosed with a new medical condition. What do I do?

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.

Policy arrangements

I’m travelling today. Can I get instant cover and policy documents?

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. If you enter your mobile phone number as part of your contact details, then you’ll also get a text message with cover details sent straight to your mobile. Provided you have your policy number, emergency number and claims number, you have all the basic information you need.

Can I travel without my documents?

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.

When does my cover begin?

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.

Can I change my policy details?

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.

How do I renew my Annual Multi-Trip policy?

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.

General Cover

How many days am I actually covered per year under the Annual Multi-Trip policy?

This 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, 45 days if you have chosen Premium or 90 days if you have chosen Superior. We will only cover you for up to 31 days for each trip if you are aged 66 and over.

Additionally, we also include winter sports cover for up to 18 days during the term of your annual policy. If you have chosen the Superior level of cover this will be increased to 24 days during the term of your annual policy.

Do the limits under the policy apply per person or per policy?

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.

Am I covered for holidays in the United Kingdom?

Yes, we provide non-medical cover for holidays in the UK as long as there is a minimum of 25 miles radius between your home and your pre-arranged and booked accommodation. (Please see the policy document for full details for the sections of cover which do not apply to holidays within the UK).

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.

What am I not covered for?

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.

What happens if my journey home is delayed beyond the insurance period?

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.

At what age will my child stop qualifying for the 'kids go free'?

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 can go free for every one paid adult travel insurance policy, subject to medical screening.

Will my annual multi-trip policy auto-renew?

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.

What are cashless medical expenses?

We offer cashless medical expenses in many locations throughout the world. With many travel insurance policies you need to pay for minor medical treatment yourself and then claim back the money through the claims process. Cashless medical expenses will cover the cost of any medical expenses, which go above and beyond your policy excess, whilst you’re on holiday.

This service is available in many tourist destinations within these countries. To access this service, you must phone our 24-hour medical assistance contact centre before seeking treatment and we’ll advise if the service is available where you are.

In areas where this service is available, we (or our local partner) will get in touch and either direct you to a nearby walk-in clinic or we may make arrangements for a doctor to visit you. If the service is not available where you are, we will advise what your other options are, such as paying for the treatment yourself and how to claim this back through our online claims process.

We work hard with our medical partners to ensure we have the widest possible coverage of this service but there are some locations where this service will be unavailable. These include destinations that are not typically visited by tourists or places that only have limited health care services. Some locations may also have operational hour’s restrictions that apply. Also please note that if you are already in a facility we cannot guaranteed that it is in our network.

The treating facility may ask to see your proof of insurance, so it is important to carry this with you. You may also be asked to complete an online or paper form to confirm the nature of the treatment received.

Where can I use the cashless medical expenses service?

This service is available in many tourist destinations including the most popular ones such as Spain, Greece, Cyprus, Turkey, USA or Bulgaria.

You don’t have to pay anything besides your policy excess if you need medical treatment whilst you’re on holiday in one of the destinations we offer this service in. Not all travel insurance gives you this reassurance.

When you need medical treatment, call us on +44 (0)207 748 8908 and we’ll let you know if the service is available where you are. Lines are open 24 hours a day, 7 days a week.

Travelling separately

Can children travel independently/separately on an Annual Multi-Trip policy?

Providing they are named on the policy, everyone 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.

Emergencies

What if I have a medical emergency abroad?

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 on +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.

Do I have to pay medical expenses and claim them back or will you pay them directly?

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 (MAPFRE Assistance), 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. MAPFRE Assistance can be called at any time to help you.

Treatment in Australia

What should I do if I require medical treatment in Australia?

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.

Air ambulance

Will I be covered for an emergency air ambulance back home?

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

Age

I am over 76 – can I take out a policy

Only single trips are available after the age of 76 but there is no upper age limit.  Our Annual Multi-trip products are available up to the age of 76.

I am under 18 - can I buy an Asda Travel Insurance policy?

Unfortunately no, policy holders must be at least 18. However, children under 18 who travel alone must be dropped off and picked up by a responsible adult aged 18 or over.

Pregnancy

I am pregnant - will I be covered for medical expenses?

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.

Residency

What is meant by the term UK resident?

Someone who is living in England, Scotland, Wales, Northern Ireland and the Isle of Man and continues to live there throughout the period of insurance. Please note that for the purpose of this insurance the UK does not include the Channel Islands.

I am British but my partner does not have British citizenship, can we purchase a policy to cover us as a couple?

Yes, provided they have been a resident in the United Kingdom for at least 6 of the last 12 months and your partner is your spouse or a person of either sex with whom you have been living with at the same address.

I live overseas. Can I buy Asda Travel Insurance?

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

  • Be currently living in the UK
  • Have been in the UK for 6 out of the last 12 months

Also all trips must start and finish in the UK. Unless you have purchased a one-way trip.

Single direction journeys

I am going to live abroad and am not returning to the United Kingdom. Can I buy an Asda travel insurance policy to cover me for this outward journey?

Yes – This would be classified as a one-way trip and is defined as a single outward holiday or journey beginning from your home in the UK. You could buy one of our policies to cover this outward journey but must be aware that the cover ends 24 hours after you leave immigration control in the final country you go to or at the end of the period shown on your travel insurance validation certificate, whichever is earlier. 

I am starting my journey from another country, but returning to the United Kingdom after 28 days. Will Asda Travel Insurance cover me?

Sorry no, trips must begin and end in the United Kingdom.

Payments

How can I pay?

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

Multi or Single Trip policy

Which cover option should I choose? Single Trip or Annual Multi-Trip travel?

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 from 3-365 days.

Winter sports

Am I covered for a skiing holiday?

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.

Business Trips

Can I buy this policy to cover a business related trip?

Yes – we provide a Business cover option which will cover your business equipment which can easily be added to your policy via the online or offline purchase process. This section only applies if you are travelling on a specific business trip, have paid the appropriate extra premium and it is shown on your travel insurance validation certificate. Terms and conditions apply, please refer to the Policy Wording for further information.

Cancellations/curtailments

What do I do if I want to cancel my policy after I've paid?

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. Following the expiry of the statutory cooling off period, you continue to have the right to cancel your policy at any time by contacting Asda Travel Insurance, but no refund of premium will be available. If you wish to cancel your policy you can contact Asda Travel Insurance on 0800 138 2377.

For all single trip policies that have an end date within 31 days of the date of purchase, there will be no cancellation or cooling-off period applicable and no refund will be payable on these policies at any time.

Can Asda Travel Insurance cancel my cover?

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.

Could I get anything back if my holiday is cut short?

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.

Complaints

How can I make a complaint?

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

Claims

What do I do if I have to make a claim?

You must register any claim to Travel Claims Services within 31 days of your trip ending. If you do not, we may not be able to pay your claim. If you need to make a claim, until further notice, please do not send any claims forms or supporting documentation by post to our address as the office is now operating with minimal staff due to government guidelines during the Coronavirus emergency.

We are still able to accept and process documentation sent by email to enquiries@travelclaimsservices.com and will endeavour to resume our normal service as soon as possible.

With this in mind, there is no need to send original documentation to us at this stage where you are able to email it, although please do retain it as we may ask you to provide this at a later date.

If you have no other alternative than to send documentation by post, please bear with us as this may not be acknowledged or processed for some time.

Our suite of section specific claims forms are available to download from www.travelclaimsservices.com

Travel Claims Services are open Monday to Friday from 9am until 5pm, and will send you a claim form as soon as you tell them about your claim. To help us prevent fraud (people making claims that they are not entitled to) we keep your personal details on a central system. We keep this information according to the rules of the Data Protection Act.

Please also refer to ‘What to do – Claims information’on page 13 of your policy wording booklet for further details.

Doctor Care Anywhere

What is Doctor Care Anywhere?

Doctor Care Anywhere is a private online GP service.  The service gives you 24-hour access to a GP by video or phone call. With the app on your phone, you can see a doctor from wherever you are - at home, work, or island getaway. Doctors are available 7 days a week, every day of the year.

Our travel insurance policies include FREE access to Doctor Care Anywhere.

With 20-minute appointments, doctors can take the time to understand your concerns, and ensure the care you receive is second to none. Doctor Care Anywhere also offers private prescriptions with medication delivered to your door, as well as specialist referrals and fit notes.

Is the service part of the NHS?

The service is not part of the NHS, which means you can use Doctor Care Anywhere without having to de-register from your regular NHS GP practice.

All the doctors are GMC registered (the UK regulating body for doctors) and are highly trained in video consultation skills.

Can I get an emergency appointment?

Doctor Care Anywhere is not an emergency service.

If you have a medical emergency and you’re in the UK, you should call 111 or 999 or go straight to your nearest A&E.

For non-emergencies, Doctor Care Anywhere can normally offer an appointment within four hours of booking, if not sooner. Most patients can get an appointment on the same day.

Can I speak to a doctor when I’m abroad?

Yes you can speak to one of the doctors wherever you are in the world.

Can I get a same day appointment?

Most of the time you can get an appointment on the same day, usually within a few hours.

How do I access the service?

Your benefit covers you for unlimited video or telephone appointments.

Download the Doctor Care Anywhere App and register for the service, using your Asda travel insurance policy number and some photo ID to validate your identity.

Can I get a prescription?

Yes, all the GPs can write you a private prescription (if appropriate).

Can I get a prescription on the NHS?

Doctor Care Anywhere only offers private prescriptions as they are not part of the NHS.

How much does a private prescription cost?

The cost of private prescription medication is different to the standard NHS prescription charges and Doctor Care Anywhere have no control over what your pharmacy charges.

The doctors always try to prescribe the most cost-effective medicine and will aim to let you know if it's going to be expensive.

Please remember that exemption categories don't apply to private prescriptions. Also, if you're in Scotland or Wales, you will be charged for the cost of the medication, even if you normally get free prescriptions.

Can I use my prescription internationally?

Patients can use the Doctor Care Anywhere platform internationally.

For those patients, if you're in a country that's a member of the European Economic Area (EEA), your prescription can be sent through to a local pharmacy. The admin team will let you know when your medication is ready, so you can collect it.

If you're in a country outside the EEA, Doctor Care Anywhere will provide advice on the best course of action. You will be able to collect your medication 'over-the-counter' in many countries, but they recommend that you seek local advice when seeking a trusted pharmacy.

Other countries are subject to strict regulatory rules and you may need a prescription from a local doctor before you can collect your medication. These countries include the USA, Canada, Australia, Singapore, and Hong Kong. The doctors can recommend appropriate medication during your consultation, but cannot guarantee that you'll be able to source the medication without a local prescription.

Are the Doctor Care Anywhere GPs fully trained?

All the doctors are General Practitioners (GPs) who are registered and hold a current licence to practice with the General Medical Council (GMC). They have the Membership of the Royal College of General Practitioners (MRCGP) or a valid equivalent qualification.

They have at least 5 years' post-graduation experience and all undergo the regulatory monitoring of their medical practice through the annual NHS appraisal system.

All the doctors receive bespoke video consultation skills training and Doctor Care Anywhere have rigorous recruitment, training, and continuous performance management processes.

Can I select the GP I want to see when booking my appointment?

Yes. You can choose a GP by the areas they specialise in, the languages they speak, by name if you’ve seen them before, to do this book through the web app. If you’d like to choose a GP by gender then you can select if you’d prefer to speak to a male or female doctor when booking via either the web app or mobile app.

What can the Doctor Care Anywhere GPs treat?

Here are some examples of common conditions Doctor Care Anywhere can treat:

  • Allergies
  • Anxiety
  • Asthma
  • Backache
  • Chest infection
  • Childhood illness
  • Cough
  • Colds
  • Cystitis
  • Depression
  • Digestive problems
  • Ear, nose, and throat problems (e.g. sinusitis, sore throat, earache)
  • Hay-fever
  • Headache
  • Migraine
  • Men’s Health
  • Skin problems (e.g. acne, rash, infection)
  • Stress
  • Urinary tract infection (non-recurrent and women only)
  • Women's health
What don’t Doctor Care Anywhere GPs treat?

It’s important to note that Doctor Care Anywhere is not an emergency service. So if you have a medical emergency, you’ll need to call 111/999 or go to your nearest A&E in the UK.

If you have a medical emergency abroad, please contact the local emergency services.

Here are examples of some of medical emergencies that Doctor Care Anywhere don’t treat:

  • Difficulty in breathing or severe shortness of breath
  • Chest pain/suspected heart attack
  • Suspected stroke or seizures
  • Severe pain especially of sudden onset
  • Severe infections
  • High fever in unwell infants
  • Obstetric or pregnancy complications
  • Severe bleeding
  • Serious trauma to head, spine, or limbs (e.g. broken bones or burns)
  • Severe mental health concerns (e.g. self harm, suicidal thoughts, or psychosis)
  • Recurrent urinary tract infections (UTIs), defined as 2 or more UTIs in the last 6 months or 3 or more UTIs in the last 12 months.
Can I get a referral letter?

Yes, after a thorough consultation, the GPs can provide you with a specialist referral letter if they think you need to be referred for further treatment. There is no additional charge for providing the referral letter.

What happens the GP can’t treat my condition?

The GPs will always try to help you understand the best way to manage your health concern. If it’s a condition they can’t treat, they will be able to help point you in the right direction of the best onward care or recommend the appropriate assessment. For instance, the GPs can complete a referral letter for you to see a specialist. You can also use the personal advice you receive in your consultation notes to discuss treatment options with your local NHS GP.

Will Doctor Care Anywhere keep a record of my conversation with the doctor?

All of your interactions on Doctor Care Anywhere are accessible to you at any time. From your consultation notes, bookings, referrals, fit notes, and anything else you may have uploaded will be stored on your secure and confidential record. You can also download your consultation notes, referral letters and fit notes as a PDF and share with your NHS GP, insurer, employer, and other healthcare professionals.

Do I have access to my medical record?

As a Doctor Care Anywhere patient you have 24/7 access to your DCA patient record. It’s deliberately written in jargon free language that is easy for everyone to understand. Not only can you read the doctors notes and recommendations from your consultations, you can also add to the notes and upload documents and files to keep your medical history up-to-date.

Is there a limit to the number of consultations that I can have?

Your benefit entitles you to an unlimited number of appointments during the year you hold an Asda travel insurance policy (subject to a fair use policy).

How do I access this service?

Once you’ve purchased an Asda travel insurance policy, you’ll receive an email within a couple of days from Doctor Care Anywhere asking you to set up your account.

If you don’t receive an email, then please contact the Doctor Care Anywhere patient experience team at contactus@doctorcareanywhere.com or give them a call on +44 330 088 4980.

About our provider, InsureandGo

We have carefully selected InsureandGo as our travel insurance partner because they are a market leading provider, with over 20 years’ experience in the industry, covering over 2 million travellers a year.

They are a trusted and widely recognised firm providing these services all over the world with MAPFRE ASISTENCIA as the insurance underwriter.

Working together, we provide an award-winning product that looks continuously to offer value for money as well as great features such as three kids go free per adult, and free winter sports cover on annual policies.

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