Coronavirus Guidance

This information was last updated on Wednesday 8th April. To the best of our knowledge, the information below is full and correct as of that date.

You should monitor the situation through official sources such as:

Foreign and Commonwealth Office (FCO): gov.uk/foreign-travel-advice/

World Health Organisation (WHO): who.int/emergencies/diseases/novel-coronavirus-2019

Exceptional travel advisory notice

The Foreign & Commonwealth Office (FCO) now advises British people against all non-essential travel worldwide. This advice takes effect immediately and applies initially for a period of 30 days. The COVID-19 pandemic has led to unprecedented international border closures and other restrictions. All countries may restrict travel without notice.

If you now need to change or cancel your travel plans, follow these steps:

1. Contact your airline, travel company, cruise line or other transport and accommodation providers

2. Get in touch with your insurance provider

3. Continue to follow the NHS coronavirus guidance

I have an upcoming trip

The FCO is advising against all but essential travel abroad. What should I do?

You should first ask your airline or travel provider to postpone your trip or arrange a refund. Only after that should you contact your travel insurer for unrecovered costs. We may consider your claim, subject to all terms and conditions.

If I postpone my trip, will my insurance still cover me?

If your transport provider or tour operator moves your trip to a later date due to the outbreak, then we will class your original booking date as your booking date, therefore the exclusion for new trips booked will not apply. You will need to amend your insurance to reflect your new dates and there may be an additional premium due for doing this.

Can I change my destination?

If you are making alternative travel plans, you need to notify us. Where your tour operator or travel provider is rearranging a new destination, then cover will continue to apply. If your trip is cancelled and you book a new/alternative trip, then your policy will not cover cancellation relating to Coronavirus. Also remember that the general rules regarding official advisories continue to apply.

I am currently on a trip

I am abroad and my flight back has been cancelled. What should I do?

If you booked a package holiday, your tour operator should provide alternative transport.

If you’re an independent traveller, you should contact your airline to reschedule your flight or arrange a refund. You may have to book another plane, train, coach or boat yourself. If you have travel disruption cover, you may be able to claim on your travel insurance to recover some of the costs you incur (for instance, if you need to extend your accommodation to your new departure date) but your cover will depend on your policy, its limits, and the refund from your airline.

Am I covered if I contract coronavirus on holiday?

If you become ill while on holiday, your travel insurance covers your medical expenses abroad – unless you travelled to a location the FCO advised against.

If I’m quarantined in a hotel, do I have to pay for the room?

If you are confined to your hotel under doctor’s orders for at least 48 hours, we will pay for the room, up to the policy limit. And if you paid in advance for excursions or activities that you can’t do because of your quarantine, we will cover that, up to a certain amount.

What if I miss my flight because of quarantine?

If your airline or travel provider cannot book you on a later flight, we will cover an alternate flight.

I'm looking to buy travel insurance

If I buy a travel policy now, does it cover me for Coronavirus?

If you purchase a new policy now, it will not cover any trip cancellation or disruption in relation to Coronavirus.

If you already have an annual multi-trip policy and you book a new trip now, you may not be covered to cancel that trip, or for any disruption you experience.

The coronavirus exclusion only applies to cancellation or disruption claims.

We will continue to cover medical costs if customers become ill in a country or region the FCO hasn’t advised against visiting.

When can I buy travel insurance for my upcoming trip?

It is often recommended that you buy your policy when you book your trip. If you purchase insurance in the knowledge you will need to claim, the policy will not pay for that scenario.

Making a claim

Things to check before submitting a claim to help us resolve it more swiftly:

Have you contacted your package holiday provider?

It is the responsibility of your tour operator to provide refunds on trips they have cancelled.

If not a package holiday, have you contacted your flight/accommodation provider?

If the transport provider cancelled your travel arrangement, they have an obligation to refund your costs. You must seek a refund of all costs.

Once you’ve completed these and you still have a reason to claim under your travel insurance, by calling 0330 024 8094

Lines open: Monday-Friday 8am to 6pm and Saturday 9am to 12pm, Sundays and bank holidays closed.

What do I need to make a claim?

For your claim to be dealt with as quickly as possible, you need to contact your travel provider or tour operator first. They may be able to move your trip to different dates or provide you with a refund. By doing this first, it will speed up the processing of your claim should you have any out of pocket expenses.

Only once you have exhausted all options can you make by calling 0330 024 8094

Lines open: Monday-Friday 8am to 6pm and Saturday 9am to 12pm, Sundays and bank holidays closed.

How can I make a claim?

You can register your claim online once you have contacted all providers for any refunds or options available to you via tour operators or flight/accommodation providers.

I have an existing claim and would like an update

Our teams are working hard to deal with your claim, but please note that we are receiving an unprecedented volume of calls. One of our team will contact you as soon as they have assessed your existing claim.

How long will my claim take to be settled?

The time it takes for us to resolve your claim will depend on the nature of the claim and the information we require to process it.

Our team are working extremely hard to be available for our customers and resolve claims in a timely fashion, but please bear with us as the volume of claims being made is unprecedented.

We are currently working to a 30 working day service level.

Claims Advice

For your claim to be dealt with as quickly as possible, you need to contact your travel provider or tour operator first. They may be able to move your trip to different dates or provide you with a refund. By doing this first, it will speed up the processing of your claim should you have any out of pocket expenses.  Once you are ready to make your claim please call 0330 024 8094.

Lines open: Monday-Friday 8am to 6pm and Saturday 9am to 12pm, Sundays and bank holidays closed.