Customer Services

Coronavirus (COVID-19) Update

IMPORTANT NEWS CORONAVIRUS (COVID-19) COVER IS NOW AVAILABLE - We can confirm all of our policies now provide cover for Medical and other Expenses outside of the United Kingdom if you contract Coronavirus (COVID-19) whilst abroad. Some of our policies now also offer other additional Coronavirus (COVID-19) benefits. The policies that offer the additional cover are clearly marked where we display our prices along with the full terms and conditions. All our policies will only provide cover, if prior to your trip commencing, the Foreign, Commonwealth & Development Office has NOT advised against all (or all but essential) travel to your chosen destination. If you are travelling against advice outlined by the FCDO https://www.gov.uk/foreign-travel-advice you will NOT be able to make a claim. Please ensure that your chosen destination is one that is permitted for non-essential travel

What cover is available under my policy in relation to Coronavirus of FCO change in advice?
From 16th March 2020, there is no cover under this policy for:
- Cancellation, abandonment or curtailment claims if the Foreign and Commonwealth Office (FCO) advises you not to travel, for example where the FCO advise against all but essential travel to an area affected by Coronavirus, COVID - 19, severe Acute Respiratory Syndrome (SARS-COV-2) or any mutation of Coronavirus, COVID-19 or SARs-COV2.
- Any claims as a result of Coronavirus, COVID-19, severe Acute Respiratory Syndrome (SARS-COV-2) or any mutation of Coronavirus, COVID-19 or SARs-COV2 or any pandemic or fear or threat of any the above. Except for the Emergency Medical Expenses section. This will only apply if you did not travel against the published advice of the FCO, any local government, local authority or World health organization (WHO).

Am I still insured if I travel against the advice of the FCDO?
No. Your policy will not provide cover if you decide to travel against the advice of the FCDO. This would be for 'All Travel' and 'All but Essential Travel'.

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.

Useful Links:
Foreign and Commonwealth Office - Travel Advice
NHS - Coronavirus Overview
World Health Organisation - Coronavirus Outbreak