Due to the ever changing developments around COVID–19 we have been experiencing an unprecedented increase in telephone calls, emails and online chat enquiries.
We are now working remotely by online chat and emails in the main, so you may find the following information helpful in resolving your query:
- If you wish to amend an existing policy please be aware we are prioritising travellers who were due to travel in the next 14 days.
- If you wish to make a new claim please click here for further details on how to do this, this information can also be found in your policy wording.
- If your query is regarding an existing claim you would need to contact the relevant claims department directly we are unable to provide any information regarding existing claims.
- If you are stuck abroad and need assistance please contact your airline or travel provider directly.
- If you are abroad and need Emergency Medical assistance please click here for more details.
- If you wish to cancel your travel insurance policy you can do this via the self-service portal details of which can be found on your policy confirmation email or click here. (Please be aware Terms and conditions apply)
IMPORTANT INFORMATION REGARDING COVID-19
What cover is available under my policy in relation to Coronavirus of FCO change in advice?
From 00:01 on 17 March 2020, our policies will no longer provide cover for claims directly or indirectly related to a pandemic and/or epidemic, notably at this time Coronavirus (COVID-19) including any related and/or similar condition(s) howsoever called or any mutation of these.
This policy will also not provide cover claims relating to the fear or threat of pandemic and/or epidemic, including but not limited to Coronavirus (COVID-19) including any related and/or similar condition(s) howsoever or any mutation of these.
This general exclusion applies to all sections of cover with the exception of Emergency Medical Expenses as long as, prior to your trip commencing, the Foreign and Commonwealth Office had NOT advised against all (but essential) travel to your intended destination.
If my flight has been cancelled as a result of coronavirus, will this policy cover me?
If your flight has been cancelled by your airline in the first instance you need to check if you are entitled to an alternative flight or a full refund by the airline. If you unable to obtain a refund from your airline please check your policy terms and conditions at the time of purchase of your travel insurance policy.
If my holiday or trip has been cancelled as a result of coronavirus, will this policy cover me?
If your holiday or trip has been cancelled in the first instance you need to check if you are entitled to a full refund by the tour operator or holiday provider. If you unable to obtain a refund please check your policy terms and conditions at the time of purchase of your travel insurance policy.
Can I cancel my trip because I’m worried about Coronavirus?
None of our travel insurance policies cover for “disinclination to travel" i.e. not wanting to travel due to fear of a pandemic or epidemic, such as the Coronavirus or any similar diseases.
I’ve booked an event, excursion and/or a tour but they’ve been cancelled by the provider due to Coronavirus, can I make a claim?
You may find that some of your planned excursions or tours have been cancelled. As these have been cancelled by the provider, you should seek a refund with them directly.
Remember, if you paid for your excursion or tour with a credit card, and the amount was over £100, you may be able to claim back your money. Contact your credit card provider to discuss this in full.
I am already travelling and need medical assistance as I think I have contracted coronavirus – would this policy pay out for any medical claim?
Emergency medical assistance will continue to be offered as part of this policy. If you become unwell on your trip please contact the Emergency Medical Assistance Team as soon as practicable, so they can offer assistance.
If I’m quarantined because of the Coronavirus, will my travel insurance cover me?
If you are quarantined by local government or law enforcement while you’re away, your travel insurance will continue to offer emergency medical costs only, until you are home safely. You should contact our Emergency Medical Assistance team as soon as you are able, if you are put into quarantine or isolation so that assistance can be offered if necessary
Who will pay if I am quarantined/isolated in my accommodation?
Any additional accommodation or food costs should be covered by the authority that issued the quarantine, along with any reasonable out of pocket expenses that you incur. Losses as a consequence of your isolation will not be covered.
Speak to your tour operator or resort manager to discuss this.
Am I entitled to a refund if I cancel my travel insurance?
If you wish to cancel your policy and have not travelled, made a claim or you are unaware of an incident that might give rise to a claim we now have a new facility enabling you to cancel via our self-service portal. Terms and conditions apply.
Please click here to login.
Please be aware this facility is only available for Single trip policies, if you have an Annual policy or have any queries please email our team at firstname.lastname@example.org.
Please refer to your policy wording for full terms and conditions of cancellation.
Foreign and Commonwealth Office – Travel Advice
NHS – Coronavirus Overview
World Health Organisation – Coronavirus Outbreak
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