Coronavirus (COVID-19)

  • Summary - Updated: 29th July 2020

    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. 

    • On 13th March 2020 we made the difficult decision to remove cover for all Coronavirus related events on new policies. This Coronavirus general exclusion meant that we could continue to meet the needs of our existing customers.
    • By 13th March 2020, following the World Health Organisation’s decision to class the outbreak as a global pandemic, we considered Coronavirus to be a known event. This meant that no cover was available for Coronavirus related events for any trip booked after this date, even on existing policies.
    • On 14th July 2020 we reintroduced cover for Coronavirus related claims under some sections of the policy. The level of cover available will depend on when you bought your policy.

    If you are about to buy a policy

    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.

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

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

    Although you were told when you purchased your policy that Coronavirus claims would not be covered, 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.

    If your policy DOES NOT have the Coronavirus general exclusion (this will include policies purchased prior to 13th March 2020 and those purchased from quotes generated before 13th March)

    Your policy provides cover for Coronavirus related claims, unless at the time of booking your trip there was something to suggest that it was unlikely to go ahead. 

    If your annual policy renewed and now includes the Coronavirus general exclusion (exclusion 36 in your policy wording booklet)

     

    For trips booked before your renewal date:

    Your previous policy provided cover for Coronavirus related claims, unless at the time of booking your trip there was something to suggest that it was unlikely to go ahead. As long as there was no break in cover between your old policy and the new one (i.e. you had ‘continuous cover’) then trips booked before the renewal date would be covered for Coronavirus claims, regardless of when the trip is taken.

     

    For trips booked after your renewal date:

    Although you were told when your policy renewed that Coronavirus claims would not be covered, 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.

     

    In all cases, it’s important to keep up to date with the Foreign & Commonwealth Office (FCO) travel advice:

    • On 17th March 2020, the FCO advised against all but essential international travel for all British nationals for a period of 30 days.
    • On 30th March 2020, this was extended, and the FCO advised against all non-essential international travel indefinitely.
    • On 4th July 2020, the FCO announced that certain countries were now exempt from this advice.

    You should check this advice, and the list of exempt countries, regularly, as it is likely to change. The FCO website is available here

     

    Please note that in the following FAQs:

    1. 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;
    2. Ordinarily, claims for cancellation due to prevailing FCO advice would not be considered until your planned date of departure. Given the current circumstances, such claims will now be considered up to 48 hours prior to your planned departure date, and
    3. In circumstances where you are provided with coupons or vouchers (by hotels/airlines/tour operators etc) for the purposes of re-booking trips at a later date, be aware that this constitutes a monetary refund.
    4. The answers provided assume that where a policy has been renewed, there has been no break in cover (i.e. you have had ’continuous cover’). If you have not had continuous cover, your renewal will be classed as a new purchase (see ‘I want to buy a new policy now’). This will affect the level of Coronavirus cover on any trips booked prior to the renewal of your policy.
  • Is it safe for me to travel?

    On 30th March, the Foreign & Commonwealth Office (FCO) 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 FCO also currently advise against all cruise ship travel. Please note that this supersedes any country-specific advice (e.g. if the FCO advise that trips to France are safe, this would not include cruises around France).

    It’s important to check the FCO 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 FCO’s advice, you will not be covered for any subsequent claim.

  • My policy wording does not include the Coronavirus general exclusion

    Q: I booked a trip before the pandemic. Am I covered for Coronavirus?

    A: You have cover for Coronavirus under the terms and conditions of your policy, but it’s important to check the FCO advice before you travel.  The FCO 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 FCO 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 FCO’s advice, you will not be covered for any subsequent claim.

    Q: I bought my policy before the exclusion was introduced, but didn’t book my holiday until after the pandemic was known about. 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 was something to suggest that it was unlikely to go ahead.  Factors we will take into account include the FCO advice, UK government restrictions, and restrictions at your destination at the time of booking. You can check the current FCO advice here. Please note that if you decide to travel against the FCO’s advice, you will not be covered for any subsequent claim.

    Q: My policy does not include a Coronavirus general exclusion, and I am about to book a holiday. Am I still 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 FCO advice, UK government restrictions, and restrictions at your destination at the time of booking. You can check the current FCO advice here. Please note that if you decide to travel against the FCO’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 FCO advice before you travel.  The FCO 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 FCO 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 FCO’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.

  • I want to buy a new policy now

    Q: Will I be covered for Coronavirus if I buy a travel insurance policy now?

    A: If you buy a new policy from Asda it will include some cover for Coronavirus. We will 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.

  • How do I make a claim?

    Please be aware that we are experiencing higher than usual call volumes. While we are making every effort to answer calls as quickly as possible, we would ask that if you need to make a claim, you do so 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 to download a form.  

    The 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. Coupons or vouchers for future travel would constitute a monetary refund.

    Please note that if an airline or package tour operator cancels your flights/holiday, they are required to provide you with a refund.

  • 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 Silver level of cover before the Coronavirus exclusion was introduced, but now want to upgrade to the Gold, 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. 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 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 FCO advice, UK government restrictions, and restrictions at your destination at the time of booking. You can check the current FCO advice here. If you decide to travel against the FCO’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 Office (FCO) 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 FCO advise that trips to France are safe, this would not include cruises around France). If you decide to travel against the FCO’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 FCO 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 FCO 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 FCO 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 FCO currently advise against all cruise travel. If you decide to travel against the FCO’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 FCO advice changes while I’m abroad, will my medical expenses be covered if I contract Coronavirus?

    A: As long as the FCO 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 FCO 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 FCO 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 FCO advise it is safe to travel back to your destination country. Please note that cover is not in place for the time that you are back in the UK, but resumes when you return to your destination.

Brexit

  • If we are no longer able to use the EHIC, will my policy cover medical expenses?

    As long as you make a full, accurate medical declaration when taking out the policy the medical expenses section of cover will still apply as normal.

  • If we are no longer able to use the EHIC, what will happen to my excess?

    If you are unable to use the EHIC then the standard excess on your policy will apply.

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

    We are not currently aware of any flight disruption that may be caused due to Brexit. Some of our policies do have Travel Delay, and you may submit a claim as long as the reason for the delay was not public knowledge at the time of purchase. The following circumstances are applicable:

    • strike or industrial action,
    • poor weather conditions, or
    • mechanical breakdown.

    In order to claim, you must have been delayed by at least 12 hours, and within 36 hours of you commencing your outward or return journey.

    If your delay falls within this, and lasts at least 24 hours, you may then choose to abandon your holiday.

    Also, if you’re flight to or from an EU country is delayed or cancelled by the airline due non-extraordinary circumstances, you may be entitled to compensation under EU Regulation (EC) No 261/2004. You can find further information about this here.

  • What happens if I choose not to travel because of Brexit?

    Our cancellation section of cover provides a list of reasons we would consider a cancellation claim. Unfortunately, choosing not to travel is not one the reasons.

  • Will I be covered if my holiday is cancelled?

    If your airline or tour operator cancel your trip you first must try to claim the money back from them, your credit card provider, and if applicable, ABTA or ATOL. Only after you have taken these steps would we consider a claim for any costs you cannot get back from elsewhere.

  • I am not sure if I have a valid passport?

    Please visit www.gov.uk/visit-europe-brexit for information on the passport requirements and be aware there is no cover on any of our policies if you cannot travel due to not having the appropriate passport.

  • Will I need a visa to travel within Europe?

    In the short term, the Government is advising that you will not need a visa for European travel but this is likely to change. Please check www.gov.uk/visit-europe-brexit for any updates as there is no cover on any of our policies if you cannot travel due to not having the appropriate visa.

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

    There may be changes to the documentation required for you to drive in other European countries. Please check www.gov.uk/visit-europe-brexit. Please be aware we would only consider claims for Medical Expenses as a result of injury whilst driving, there is no cover for anything else under any other sections of cover.

  • Will the policy prices increase?

    This is currently unknown. Once the implications of Brexit are known there may be changes to our pricing. One factor for example that may be affected, is the use of EHICs. If the EHIC facility is no longer supported, insurers may have to consider the additional costs, which may result in an increase to our prices.

  • What happens if I am delayed at customs and miss my flight?

    Tour operators and airlines are likely to provide guidance if disruption is expected. Make sure you follow their advice and ensure you allow plenty of time to check in and to clear customs. Some of our policies do have Travel Delay, and you may submit a claim as long as the reason for the delay was not public knowledge at the time of purchase. The following circumstances are applicable:

    • strike or industrial action,
    • poor weather conditions, or
    • mechanical breakdown.

    In order to claim, you must have been delayed by at least 12 hours, and within 36 hours of you commencing your outward or return journey.

    If your delay falls within this and lasts at least 24 hours you then can choose to abandon your holiday.

    Also, if you’re flight to or from an EU country is delayed or cancelled by the airline due non-extraordinary circumstances, you may be entitled to compensation under EU Regulation (EC) No 261/2004. You can find further information regarding this here.

  • Will the fact Mapfre are a Spanish company effect my insurance or your ability to fulfil my insurance?

    Just in case there is a no deal Brexit, MAPFRE ASISTENCIA has applied for, and 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 whilst the process for direct authorisation is undertaken. This means there will be no disruption to cover.

Safety

  • Is it safe to put my personal details online?

    Yes. Whenever Asda Travel Insurance ask you for personal information, it is within a secure environment and all details sent between your PC and the Asda Travel Insurance website are encrypted.

About the insurer

  • Who insures Asda Travel Insurance?

    Asda Travel Insurance is underwritten by MAPFRE Asistencia Compañía Internacional de Seguros y Reaseguros, Sociedad Anonima. 5th Floor, Alpha House, 24a Lime Street, London EC3M 7HS Company Number: FC021974. Branch Number BR008042. Trading under the name 'MAPFRE Assistance'.

Policy arrangments

  • 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. You can also choose to get a text with cover details 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 internet.

General cover questions

  • 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 fo 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 Policy summary, FAQ's 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.

  • 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.

  • 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 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.

Scheduled airline failure

  • Will I get my fare refunded if the schedule airline I have booked on ceases to trade?

    Please note, the following will apply to all policies purchased up to and including 12th March 2020: Yes, Asda Travel Insurance includes SAFI which means scheduled airline failure insurance. In short it means, you're covered if your airline goes bust. You can also recover the costs of flying home on a different airline should yours go into liquidation whilst you are abroad and the flight costs more than £99. If the flight is ATOL bonded you may recover your money from them.

Travelling separately

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

    We will help you immediately if you are ill or injured outside the home area you live in (or the final country of your journey if you are on a one-way trip).

    We provide a 24 hour emergency service 365 days a year, and you can contact us on the following numbers:

    Emergency phone number: +44 (0)208 712 1303

    Emergency fax number:       +353 91 501619

    Please also note that if you are in the USA and need to see a doctor, contact us any time of the day or night and we will be pleased to make the necessary arrangements on your behalf.

    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. 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.

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.

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 you are both resident in the United Kingdom and your partner is your spouse or a person of either sex with whom you have been living with for at least three months as though they were your spouse.

  • 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.

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 Asda Travel Insurance 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 Annual Multi-Trip. Other factors to consider are, for instance, that it takes time to repeatedly buy new policies and it may slip your mind if you’re booking a late deal.

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.

Business Trips

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

    Yes – we provide a Business cover option 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.

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, some of your money may be refunded 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.

Medical conditions

  • I have a medical condition, can I be covered?

    You can declare your 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 do you mean by any costs payable because an insured person has that 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) or you have chosen not to pay the premium to provide cover. 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.