Travel insurance is designed to cover the ‘unforeseen’, so if you had purchased your policy at or after the point that the COVID19 outbreak was known about, then you will be asked for some specific evidence to prove that when you bought your policy you had no intention or reasonable likelihood of claiming.
There is more specific advice below, but generally speaking the airlines, tour operators and travel agents are covering costs associated with events that might lead to the cancellation or curtailment of your trip. This means you should only be submitting a claim to us when you have exhausted those options first. You will be asked to provide proof that you have been denied a refund from the transport and accommodation providers.
As claims handlers for the insurers, we are unable to amend your policy or refund your premium. In the event that you need help with these matters you will need to contact the company you bought your policy from, you can find their contact details in your policy wording.
I am looking to make a claim for Cancellation or Curtailment please can you send me a claims form.
My trip has been cancelled. I don’t need to claim but I want my insurance premium refunded.
I need to change the dates on my policy because my trip has been postponed.
My close relative, who is not travelling with me has Coronavirus, can I cancel and claim?
I am over 70 and/or have ‘Chronic’ Medical conditions and so under current UK advice have been told not to travel, can I claim for cancellation?
I am on or going on a cruise and am confined to my cabin because of the Coronavirus, even though I am not ill and do not need emergency medical treatment, can I claim for cabin confinement?
If when I am on my cruise, they cannot stop at one of the scheduled ports due to the Coronavirus, can I claim for missed port?
Will I still be covered if I am on my cruise and the FCO change their advice on travel to a country I am due to travel to and the cruise ship has to go to a different location outside of the geographical area covered by my policy?
I am currently travelling abroad, is my policy still valid?
I am currently travelling abroad, how do I get home?
I am currently travelling abroad and need to come home, are the costs of returning home early covered under my travel insurance policy?
I have cancelled due to Local Government restrictions at the location I was due to stay. There is no actual FCO advice against all but essential travel.
An event or a course has been cancelled due to local restrictions on mass gatherings – am I covered?
I bought my policy when I was aware there were travel restrictions and problems in the area I was visiting; can I claim now the FCO have advised against travel there?
My return flight was cancelled due to local restrictions as a result of COVID19– am I covered for the costs associated with the delay or new flight.
I didn’t travel due to many attractions and restaurants being closed, is this covered?
I had a claim declined previously as there was no FCO restriction in place, but there now is, can you reassess the claim?
I have decided to stay at the trip destination due to the travel problems – will my policy be automatically extended?
I didn’t want to travel as I felt worried due to the worsening outbreak –am I/would I be covered?
My flight was cancelled by the airline, can I claim for this on my insurance policy?
I am in the military and my reporting officer has strongly advised that I do not travel to my trip destination due to COVID-19, can I submit a claim for cancellation?
Will you cover me if I have to cancel my trip because I am in quarantine/isolation in the UK because of COVID19?
I have changed my flight arrangements to avoid being denied entry or quarantined, can I claim for this?
My doctor advised that I shouldn’t travel to my holiday destination due to my existing medical problems – will I be covered?
If we get to the airport and one of our temperatures spike, and we are refused boarding, what is covered?
The advice changed during flight and we were refused entry to the country, can I claim for the trip costs and return flight?
It doesn’t look my policy is going to cover my circumstances – Where else can I go?
If your trip or deposit was paid by credit card
Some premium bank accounts and specific types of accounts have bundled travel insurance, which from researching top providers appears to include coverage for FCO advice change and COVID19.
If a customer has booked via a travel agent or tour operator or has booked more than one thing, that must include;
Then the trip is considered as packaged and the below applies.
Flight companies are regulated by the Civil Aviation Authority. If your flight operator cancels or can’t fulfil your flight then there is protection available under something called the ‘Montreal Convention’. Some airlines are going over and above their requirements and so it is important to contact them in the first instance to find out what support they can give you.
Flight cancellations by the airline need to be claimed directly from them, your insurer will not consider a claim unless you have sought a refund from your airline in the first instance.
All around the world, passenger rights for international flights are protected under the Montreal Convention. Essentially, this piece of law states that the airline is responsible for you if your flight is cancelled and/or you are left stranded at an airport waiting for a flight. These measures of care include:
In countries like Canada, Israel and the Member States of the European Union, your rights are protected even further.
Like any piece of law, it is complicated and not that easy to read! But below is a link and if you google CAA and Montreal Convention then you will find some useful information online that may help you.
If you are getting resistance from your tour operator or booking agent and believe you have a valid claim for refund or reimbursement from them. Then there are several bodies you can approach including ABTA and ATOL. In addition to this there is an independent online resolution service called ‘resolver’ which has had positive outcomes for many consumers with disputes.
If these FAQ’s have not answered your query then please fill in the query form here and someone will be in touch.
You can download a copy of these FAQs in the link below