Coronavirus (COVID-19)

  • Summary

    On 12th March 2020 we made the difficult decision to remove cover for all Coronavirus (COVID-19) related events on new policies. We made this decision in order to ensure that we can continue to meet the needs of our existing customers. The exclusion went live at 23:59 on 12th March 2020.

    On the previous day, the World Health Organisation also upgraded the Coronavirus (COVID-19) outbreak to a worldwide Pandemic. Based on this, we took the further decision to class the Coronavirus disease (COVID-19) as a “Known Event” in line with our policy terms and conditions from 13th March 2020.

    Since then, the Foreign & Commonwealth Office (FCO) has updated its advice for British nationals, as follows:

    • On 17th March 2020, the FCO advised against all but essential international travel for all British nationals, for the next 30 days. This advice may yet be extended further, but for now lasts from 17th March to 15th April 2020.
    • On 23rd March 2020, this advice was updated further. All British nationals currently abroad are now being advised to return home from their travels immediately.

    We appreciate that many of our customers will be confused as to where this leaves them. To help you understand what this means for you, and how your travel insurance policy might help, please take a look at the following information and FAQs. In recognition of those who are most immediately affected by the above, the focus of these FAQs is on those who are either due to travel between 17th March and 15th April 2020, or who are already abroad.

    If you are not due to travel until after 15th April 2020, we ask that you don’t try to call us right now. We are working extremely hard to prioritise customers with urgent issues, including those who are currently abroad. If you have questions that are not answered below and urgently need to get in touch, please find out how to do so here.

    Please also note that:

    • Any reference to Coronavirus (COVID-19) below, also includes SAR-COV-2 (severe acute respiratory syndrome coronavirus), as well as any variation or mutation of these conditions, and
    • Wherever we say that we will ‘consider’ claims, be aware that this will be done in line with prevailing terms and conditions, taking into account our customers’ individual circumstances. This does not guarantee that your claim will be paid.
    • In circumstances where customers are provided with coupons (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.

    Is it safe for me to travel?

    As of 17th March, the FCO has advised British nationals against ‘all but essential international travel’ for at least the next 30 days (17th March to 15th April 2020), in order to restrict the spread of the Coronavirus (COVID-19). On 23rd March, this advice was updated further. All British nationals currently abroad are being strongly advised to return home from their travels immediately, while there are still commercial routes available. We are working hard to provide you with as much information as possible, and will continue to update this page as the situation changes in the coming weeks and months.

    We are hopeful that the FCO’s advice is relaxed after 15th April so that you can continue to enjoy great holidays. However, in the meantime, we recommend that you regularly check the FCO website and follow their advice.

    The FCO’s website can be accessed here.

     

    I bought my policy before 13th March 2020

    Q: I also booked my trip before you classed the outbreak as a ‘Known Event’ on 13th March 2020. So am I covered for Coronavirus (COVID-19)?

    A: It will be easier if we break this question down.

    • If you are due to travel anytime up to (and including) 15th April 2020:

    The FCO has advised against all but essential international travel for all British nationals for the next 30 days. Therefore, if you purchased your policy before 12th March, booked your trip before 13th March 2020, and are due to travel before 15th April 2020, we will consider a claim for cancellation should you now decide 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.

    • If you travelled after 13th March 2020 and are currently abroad:

    On 23rd March 2020, the FCO updated its travel advice to all British nationals. If you live in the UK and are currently travelling abroad, you are strongly advised to return now while there are still commercial routes available.

    If you have to return to the UK earlier than planned in light of the FCO’s advice and would like to make a claim, you should approach your service providers in the first instance as they may be able to arrange a refund and assist with travel plans. If they confirm they are unable to offer any refund or only a partial refund, please make a claim by downloading a claim form via http://www.travelclaimsservices.com/Claims. Once completed, the form should be sent by email to enquiries@travelclaimsservices.com. Please also email this address if you are unable to ldownload a form. The Claims Department will then consider the balances which are non-recoverable.

    Please note that should you decide against returning to the UK immediately, 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).

    Q: I bought my policy before 13th March 2020, but didn’t book my holiday until on or after 13th March 2020. Am I covered for Coronavirus (COVID-19)?

    A: Unfortunately, you would not be covered for any Coronavirus (COVID-19) related claims for that trip, because it was booked after we declared the outbreak a ‘Known Event’ on 13th March 2020. If you are due to travel in the next 30 days (between 17th March and 15th April 2020), you will not be covered for any cancellation claim should you decide to cancel your trip in light of the FCO’s advice for British nationals.

    I bought my policy on 13th March 2020

    Q: I bought my policy on 13th March 2020 (i.e. before you classed the outbreak as a ‘Known Event’). Am I covered for Coronavirus (COVID-19)?

    A: Unfortunately, you would not be covered for any Coronavirus (COVID-19) related claims because you purchased the policy after we excluded cover at 23:59 on 12th March 2020.

    I bought my policy on or after 13th March 2020

    Q: Am I covered for Coronavirus (COVID-19)?

    A: Unfortunately, you will not be covered for any Coronavirus (COVID-19) related claims for any trips that you now book, because you purchased your policy after we declared the outbreak a ‘Known Event’ on 13th March 2020.

    I want to buy a new policy now

    Q: Will I be covered for Coronavirus (COVID-19) if I buy a travel insurance policy now?

    A: Unfortunately, you will not be covered for any Coronavirus (COVID-19) related claims, because you did not purchase a policy from us before we declared the outbreak a ‘Known Event’ on 13th March 2020.

  • 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 log into your policy or download a form.   

    Please note that your policy will only cover you for non-refundable expenses. Therefore, if you’re still in the UK and you haven’t travelled yet, you need to try in the first instance to get a refund from your tour operator or travel agent.

  • Guidance on issues before travel

    Please note that the answers provided below assume you purchased your policy before 13th March and booked your trip before we declared the Coronavirus (COVID-19) outbreak a ‘Known Event’ on 13th March. If you purchased your policy on or after 13th March, please see the ‘I bought my policy on or after 13th March 2020’ section for more details.

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

    A: The FCO has advised against all but essential international travel for all British nationals for the next 30 days (17th March to 15th April 2020). Should you wish to make a claim, 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 via http://www.travelclaimsservices.com/Claims. If you are unable to download a form, you may also make a claim by emailing us at enquiries@travelclaimsservices.com. The Claims Department will then consider the balances which are non-recoverable.

    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: The FCO has advised against all but essential international travel for all British nationals for the next 30 days (17th March to 15th April). Should you wish to make a claim, you should contact your service providers in the first instance as they may be able to arrange a refund. If they are not able to offer a full refund or if they only allow a partial refund, please make a claim by downloading a claim form via http://www.travelclaimsservices.com/Claims. If you are unable to download a form, you may also make a claim by emailing us at enquiries@travelclaimsservices.com. The Claims Department will then consider the balances which you have not been able to recover.

    Q: My flight has been re-routed and now has a short stopover in the USA. I only have a policy that covers me for Worldwide Excluding the USA and Canada. Will I need to pay to upgrade my policy?

    A: The FCO has advised against all but essential international travel for all British nationals for the next 30 days. If you are due to travel between 17th March and 15th April 2020 and wish to make a claim, you should contact your service providers in the first instance as they may be able to arrange a refund. If they are not able to offer a full refund or if they only allow a partial refund, please make a claim by downloading a claim form via http://www.travelclaimsservices.com/Claims. If you are unable to download a form, you may also make a claim by emailing us at enquiries@travelclaimsservices.com. The Claims Department will then consider the balances which you have not been able to recover.

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

    A: You should contact your tour operator in the first instance as they may be able to assist you.

    Q: I booked my trip before the 13th March, but I have 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.

    However, please note that the FCO has advised against all but essential international travel for all British nationals for at least 30 days (between 17th March and 15th April 2020). If you are due to travel any time from now up until 15th April, we recommend that you approach your tour operator for a refund.

    Q: I have a trip booked in the UK. Can I claim for cancellation even though the FCO hasn’t advised against travel within the UK?

    A: If the FCO has not advised against travel within the UK, then you would not be able to claim for cancellation.

  • Quarantine, self-isolation and ‘lockdown’

    Please note that the answers provided below assume you purchased your policy before 12th March, and booked your trip before we declared the Coronavirus (COVID-19) outbreak a ‘Known Event’ on 13th March. If you purchased your policy on or after 13th March, please see the ‘I bought my policy on or after 13th March 2020’ section for more details.

    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: The FCO has advised against all but essential international travel for all British nationals for the next 30 days. If you are due to travel between 17th March and 15th April 2020 and wish to make a claim, you should contact your service providers in the first instance as they may be able to arrange a refund. If they are not able to offer a full refund or if they only allow a partial refund, please make a claim by downloading a claim form via http://www.travelclaimsservices.com/Claims. If you are unable to download a form, you may also make a claim by emailing us at enquiries@travelclaimsservices.com. The Claims Department will then consider the balances which you have not been able to recover.

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

    A: As per the FCO advice published on 23rd March, if you are currently abroad, you are strongly advised to return to the UK immediately while you are still able. Please note that should you decide against returning to the UK immediately, 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 have to return to the UK earlier than planned in light of the FCO’s advice and would like to make a claim, you should approach your service providers in the first instance as they may be able to arrange a refund and assist with travel plans. If they confirm they are unable to offer any refund or only a partial refund, please make a claim by downloading a claim form via http://www.travelclaimsservices.com/Claims. If you are unable to download a form, you may also make a claim by emailing us at enquiries@travelclaimsservices.com. The Claims Department will then consider the balances which are non-recoverable.

    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: As per the FCO advice published on 23rd March, if you are currently abroad, you are strongly advised to return to the UK immediately while you are still able. Please note that should you decide against returning to the UK immediately, 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 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: As long as you purchased your policy before 13th March 2020, and your trip before 13th March 2020, we would consider a claim under these circumstances (although we would ask that you contact your flight provider and/or tour operator in the first instance as they may be able to assist you).

    However, the FCO has advised against all but essential international travel for all British nationals for the next 30 days. If you are due to travel between 17th March and 15th April 2020 and wish to make a claim, you should contact your service providers in the first instance as they may be able to arrange a refund. If they are not able to offer a full refund or if they only allow a partial refund, please make a claim by downloading a claim form via http://www.travelclaimsservices.com/Claims. If you are unable to  download a form, you may also make a claim by emailing us at enquiries@travelclaimsservices.com. The Claims Department will then consider the balances which you have not been able to recover.

    Q: I’m on holiday and am worried that I may be put into quarantine or self-isolation. Would I be covered if I made my own arrangements to come home?

    A: As per the FCO advice published on 23rd March, if you are currently abroad, you are strongly advised to return to the UK immediately while you are still able. Please note that should you decide against returning to the UK immediately, 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 have to return to the UK earlier than planned in light of the FCO’s advice and would like to make a claim, you should approach your service providers in the first instance as they may be able to arrange a refund and assist with travel plans. If they confirm they are unable to offer any refund or only a partial refund, please make a claim by downloading a claim form via http://www.travelclaimsservices.com/Claims. Once completed, the form should be sent by email to enquiries@travelclaimsservices.com. Please also email this address if you are unable to download a form. The Claims Department will then consider the balances which are non-recoverable.

    Q: If the UK goes into lockdown before I am due to travel, can I make a claim for cancellation?

    A: As long as you purchased your policy before 13th March 2020, and your trip before 13th March 2020, we would consider a claim under these circumstances (although we would ask that you contact your flight provider and/or tour operator in the first instance as they may be able to assist you).

    However, the FCO has advised against all but essential international travel for all British nationals for the next 30 days. If you are due to travel between 17th March and 15th April 2020 and wish to make a claim, you should contact your service providers in the first instance as they may be able to arrange a refund. If they are not able to offer a full refund or if they only allow a partial refund, please make a claim by downloading a claim form via http://www.travelclaimsservices.com/Claims. If you are unable to  download a form, you may also make a claim by emailing us at enquiries@travelclaimsservices.com. The Claims Department will then consider the balances which you have not been able to recover.

  • Upgrading my policy

    Please note that the answers provided below assume you purchased your policy before 13th March and booked your trip before we declared the Coronavirus (COVID-19) outbreak a ‘Known Event’ on 13th March. If you purchased your policy on or after 13th March, please see the ‘I bought my policy on or after 13th March 2020’ section for more details.

    Q: I have a European annual multi-trip policy. I booked a trip to the Caribbean before you declared COVID-19 a ‘Known Event’ on the 13th March 2020 and now want to upgrade my policy to cover this trip – will I be covered for Coronavirus?

    A: If you upgrade your policy on or after 13th March, unfortunately, you will not be covered for any Coronavirus (COVID-19) related claims. This is because the upgrade constitutes the purchase of a new policy. Please also note that the FCO has advised against all but essential international travel for all British nationals for the next 30 days (17th March to 15th April 2020).

    Q: If I purchased the silver level of cover before 13th March, but now want to upgrade to the gold, will I still be covered for Coronavirus?

    A: If you upgrade your policy on or after 13th March, unfortunately, you will not be covered for any Coronavirus (COVID-19) related claims. This is because the upgrade constitutes the purchase of a new policy.

    Q: If I forgot to declare all relevant medical conditions at the point of purchase, and have to call up to do this on or after the 13th March 2020, will I still be covered for Coronavirus (COVID-19)?

    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 still be covered for Coronavirus related events for any trip that you booked before 13th March, assuming that you also originally purchased your policy before 13th March 2020.

  • Changes to travel dates

    Please note that the answers provided below assume you purchased your policy before 13th March and booked your trip before we declared the Coronavirus (COVID-19) outbreak a ‘Known Event’ on 13th March. If you purchased your policy on or after 13th March, please see the ‘I bought my policy on or after 13th March 2020’ section for more details.

    Q: If my tour operator changes my travel dates, will I still be covered for Coronavirus (COVID-19), 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 would honour the cover that you had 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.

    Please note however, that the FCO has advised against all but essential international travel for all British nationals for the next 30 days (17th March to 15th April 2020).

    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 this would not affect your cover. 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.

    Please note however, that the FCO has advised against all but essential international travel for all British nationals for the next 30 days (17th March to 15th April 2020).

    Q: I purchased my annual multi-trip policy before 13th March 2020, but the policy doesn’t start until on or after the 13th March 2020. Am I covered for Coronavirus (COVID-19)?

    A: If you purchased an annual multi-trip policy before 13th March, we will consider Coronavirus (COVID-19) related claims for any trips that you booked before 13th March 2020. However, it is important to be aware that for annual multi-trip policies, cancellation and curtailment cover does not start until the start date of the policy. Should you need to make a claim, we would encourage you (where possible) to contact your flight provider and/or tour operator in the first instance, as they may be able to assist you.

    Please note separately, that the FCO has advised against all but essential international travel for all British nationals for the next 30 days (17th March to 15th April 2020).

  • Cruises

    Please note that the answers provided below assume you purchased your policy before 12th March and booked your trip before we declared the Coronavirus (COVID-19) outbreak a ‘Known Event’ on 13th March. If you purchased your policy on or after 13th March, please see the ‘I bought my policy on or after 13th March 2020’ section for more details.

    Q: I am booked to go on a cruise but the itinerary has now changed due to the FCO restrictions. The country that I was due to disembark from is no longer being visited. What are my entitlements?

    A: The FCO has advised against all but essential international travel for all British nationals for the next 30 days. It has also advised all travellers over the age of 70 and/or with relevant medical conditions, to avoid travelling on cruise ships.

    If you are due to travel between 17th March and 15th April 2020 and wish to make a claim, you should contact your service providers in the first instance as they may be able to arrange a refund. If they are not able to offer a full refund or if they only allow a partial refund, please make a claim by downloading a claim form via http://www.travelclaimsservices.com/Claims. If you are unable to download a form, you may also make a claim by emailing us at enquiries@travelclaimsservices.com. As long as you purchased cruise cover, the Claims Department may be able to consider a claim under the missed port departure section of the policy.

    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: The FCO has advised against all but essential international travel for all British nationals for the next 30 days. It has also advised all travellers over the age of 70 and/or with relevant medical conditions, to avoid travelling on cruise ships.

    If you did not purchase the optional ‘Cruise Cover’ upgrade, you will not be able to claim for any changes to your cruise itinerary. Had you opted to add on the cruise upgrade when buying your policy, provided this was arranged prior to the FCO advice changing to all but essential travel, we could have considered this under the Itinerary change section of your policy.

  • I’m on holiday now; what should I do?

    Please note that the answers provided below assume you purchased your policy before 13th March and booked your trip before we declared the Coronavirus (COVID-19) outbreak a ‘Known Event’ on 13th March. If you purchased your policy on or after 13th March, please see the ‘I bought my policy on or after 13th March 2020’ section for more details.

    Q: If I am abroad now, do I need to come home?

    A: Unfortunately, yes. As per the FCO advice published on 23rd March, if you are currently abroad, you are strongly advised to return to the UK immediately while you are still able to. Please note that should you decide against returning to the UK immediately, 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 have to return to the UK earlier than planned in light of the FCO’s advice and would like to make a claim, you should approach your service providers in the first instance as they may be able to arrange a refund and assist with travel plans. If they confirm they are unable to offer any refund or only a partial refund, please make a claim by downloading a claim form via http://www.travelclaimsservices.com/Claims. Once completed, the form should be sent by email to enquiries@travelclaimsservices.com. Please also email this address if you are unable to download a form. The Claims Department will then consider the balances which are non-recoverable.

    Such claims will be assessed on a case by case basis, although we will continue to be as fair and reasonable as possible in our decisions. In the meantime, we encourage all of our customers to regularly check the FCO website for the most up-to-date advice. The FCO’s website can be accessed here: https://www.gov.uk/guidance/travel-advice-novel-coronavirus

  • Guidance on other issues during travel

    Please note that the answers provided below assume you purchased your policy before 13th March and booked your trip before we declared the Coronavirus (COVID-19) outbreak a ‘Known Event’ on 13th March. If you purchased your policy on or after 13th March, please see the ‘I bought my policy on or after 13th March 2020’ section for more details.

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

    A: As per the FCO advice published on 23rd March, if you are currently abroad, you are strongly advised to return to the UK immediately while you are still able to. Please note that should you decide against returning to the UK immediately, 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).

    In the event that the UK closes its borders before you are able to return home, 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 you have to return to the UK earlier than planned in light of the FCO’s advice and would like to make a claim, you should approach your service providers in the first instance as they may be able to arrange a refund and assist with travel plans. If they confirm they are unable to offer any refund or only a partial refund, please make a claim by downloading a claim form via http://www.travelclaimsservices.com/Claims. Once completed, the form should be sent by email to enquiries@travelclaimsservices.com. Please also email this address if you are unable to download a form. The Claims Department will then consider the balances which are non-recoverable.

    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. Please note that as per FCO advice published on 23rd March, if you are currently abroad, you are strongly advised to return to the UK immediately while you are still able to.

    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: Please note that as per FCO advice published on 23rd March, if you are currently abroad, you are strongly advised to return to the UK immediately while you are still able to. However, if you are unable to return due to having already been placed in quarantine, then yes, we will consider a Coronavirus (COVID-19) related claim under these circumstances, as long as you purchased your policy before 13th March 2020 and your trip before 13th March 2020.

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

    A: As per the FCO advice published on 23rd March, if you are currently abroad, you are strongly advised to return to the UK immediately while you are still able to. Please note that should you decide against returning to the UK immediately, 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 attempting to return home and your flight home (or one of your homeward flights) has been cancelled, you should contact your flight provider in the first instance as they may be able to assist you. If they confirm they are unable to offer any refund or only a partial refund, please make a claim by downloading a claim form via http://www.travelclaimsservices.com/Claims. Once completed, the form should be sent by email to enquiries@travelclaimsservices.com. Please also email this address if you are unable to download a form. The Claims Department will then consider the balances which are non-recoverable.

    Please also note that if you’re 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. In the first instance, 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: I started my trip before the FCO stance changed. Would my medical expenses be covered if I contracted the virus?

    A: As per the FCO advice published on 23rd March, if you are currently abroad, you are strongly advised to return to the UK immediately while you are still able to. If you contracted the virus before the FCO’s most recent advice was issued on the 23rd March 2020; purchased your policy before 13th March 2020, and your trip before the 13th March 2020, then we would consider a claim for medical expenses under these circumstances.

    However, please note that should you decide against returning to the UK immediately, 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, again, provided that you purchased your policy before 13th March 2020 and your trip before 13th March 2020. 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. In light of the FCO’s recent advice to British nationals, I would like to return home on a home visit until it is safe to travel back there. I will/am likely to be home for more than the allowed 14 days. Will this be 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.

Financial collapse of Flybe

  • Financial collapse of Flybe

    Booked with Flybe? Uncertain about what might be covered under your travel insurance policy? For information on the current position, please see:

    The below information is designed to help you understand what may be covered and anything you’ll need to do to make a claim.

    Bear in mind:

    • You’ll need to check your policy terms and conditions to see exactly what cover your policy provides and how much you can claim for, as different policies vary.
    • We can only cover you for the scenarios above if you both booked your trip and bought your policy before 5th March 2020. If you bought your policy on or after this date, we won’t be able to cover you.

    Our policy:

    If you’ve made a Flybe flight only booking...

    Whether you’re due to travel soon or you’re abroad already, bookings may be covered by the Scheduled airline failure section of cover. This cover only becomes applicable where you can’t get a refund elsewhere.

    Our policy covers two different scenarios:

    • If you’re in the UK and you haven’t travelled yet, we’ll pay for the cost of your unused ticket if you can’t get a refund elsewhere (for example, from your credit card provider or PayPal). Please note that cover is for your original flight only, not replacement costs. Elements of your trip not related to the Flybe flight such as accommodation, car hire or excursions will not be covered under your policy.
    • If you’re abroad right now, we’ll pay for the cost of a one-way ticket to get you home as long as the return journey is for the same class as the original ticket. This means that if you flew economy we will only consider a new economy flight.

    In both situations, you’ll need to provide proof that you can’t get a refund and were not offered a replacement flight.

    If your Flybe flight was paid for using a credit card...

    Flights paid for by credit card may be protected by Section 75 of the Consumer Credit Act 1974. Please contact your credit card company in the first instance as they may be able to refund your costs.

    If your Flybe flight was booked through an airline ticket agent...

    You may have paid for specific SAFI protection. You will need to check your booking paperwork to see what you are entitled to reclaim. Please contact the ticketing agent if the process for how to make a claim is not clear from the documentation.

    If your Flybe flight is a codeshare...

    For example, if you booked a flight through an airline such as Virgin Atlantic or Singapore Air that has a partnership with flybe, please contact that airline initially as they may be able to help you.

    If your Flybe flight was part of a package booking...

    Please contact your Tour Operator in the first instance as they may be able to assist you.

    If you have not yet travelled but want to rearrange your trip dates as you have received a refund of your Flybe costs...

    Provided you’re not making a claim, we can transfer your policy to cover the new trip as long as it’s within three months of your original departure date, is for the same or no longer duration, and is to the same geographical area.

    How to make a claim

    If you are unable to obtain a refund of your Flybe costs from elsewhere and you need to make a claim, you can do so here or by calling us on +44 (0)800 138 2373. If you’ve got any questions, please get in touch.

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?

    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, please send a brief description of your claim to:

    Travel Claims Services
    1 Victoria Street
    Bristol Bridge
    Bristol
    BS1 6AA

    Phone: +44 (0)208 712 1301
    Fax no: 0330 400 1292
    E-mail: claims@travelclaimsservices.com

    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.