Your Cover

Coronavirus Advice

Please find the answers to some of the most commonly asked questions around Coronavirus (COVID-19) and your cover below

Motor Insurance

I'm a motor customer and I'm eligible for the Stay at Home Refund, what do I need to do?

First of all, thank you for staying at home and helping keep everyone, particularly NHS frontline and key workers safe.

The great news is you don’t need to do anything, we'll take care of it. All refunds will be processed by the end of May and you will get a specific communication when we are ready to process yours, depending on how you pay for your Car insurance. If you do require further information, please click here.

What if I can't afford the Direct Debit payments for my motor insurance?

If you’re struggling to make your payments due to the impact of COVID-19, please let us know as soon as possible through one of the options on the contact us page (phone, webchat or email). 

Depending on your circumstances there are different ways we might be able to help, like:

  • Postponing the date payment is due
  • Changing your policy details to reflect your new circumstances (e.g. reduced mileage or fewer named drivers)
  • Removing any optional extras or policy upgrades you don’t need
  • Suspending your policy 
  • Cancelling your policy (if appropriate)

Can I stop my motor insurance payments while we're in lockdown?

If your policy is active we can’t stop your payments altogether but we can suspend them for 28 days and take the payment next month alongside your existing instalment. If you think you’ll be unable to make your payments it’s important to let us know as early as possible so we can discuss your options and see how we can help.

The monthly payment for my motor insurance is about to be rejected; will you charge me a fee for this?

No, we're waiving all payment rejection fees during the COVID-19 crisis. 

My monthly motor insurance payment has been rejected by my bank. What should I do now?

If your payment has been rejected by the bank, please contact us and our advisers will be able to help you in a way that's tailored to your needs.

I’m an NHS/emergency services/health care worker and I’m worried I’ll be stuck without a vehicle if I have an accident – what can I do? 

For any claims made up until 1 July 2020, if you or a named driver on your policy work in the NHS, emergency services or health care, we’ll give you a replacement vehicle to keep you on the road until your vehicle is repaired or for 14 days to allow you to find a new vehicle. This applies if your vehicle is undriveable after an accident, is a total loss or is stolen.

And to make life a little easier if you have an accident on or before 1 July 2020, we’re also waiving your excess – find out everything you need to know in our dedicated FAQs.

I’m not using my vehicle so can I suspend my insurance?

Although you may be using your vehicle less at the moment, depending on your level of cover, your insurance still covers you if your vehicle is stolen or if your vehicle suffers accidental damage. However, if you're looking to suspend your insurance, we can temporarily cancel your policy. From the date of cancellation you’ll have 90 days or up to 33 days before your original renewal date to reactivate your policy. You’ll have the cancellation fee refunded and you’ll keep your No Claims Bonus for the year, providing no claim has been made. 

As it’s a legal requirement, if you cancel your insurance with us please make sure you either look for an alternative policy that better suits your needs at this time, or declare your vehicle off road (SORN). You won’t need insurance if your vehicle is SORN. You can do this here
 

I’m unable to take my car for its MOT – will this affect my cover?

From 30 March 2020 for 12 months, all cars and vans will receive a 6-month exemption from MOT testing to allow essential travel. Being unable to get your vehicle tested won't invalidate a claim providing you keep your vehicle safe and roadworthy during this time. Please see GOV.UK for advice on how to keep your vehicle safe. Garages will remain open for essential repair work during this time.

My motor insurance renewal's due soon, when will you contact me?

We’ll send your renewal invite a few weeks before your renewal date. This will include your renewal price and will be sent to your delivery preference (post or email).

Your renewal information will also be available on MyAccount.

How do I renew my motor policy if I can't get through via phone?

Most policies will renew automatically so you shouldn't need to speak to us. This will be clearly stated on your policy documents.

You can update your payment details or make changes to your policy on MyAccount.

I'm a motor customer and I'm volunteering for the NHS, do I need to tell you?

No, there's no need to update your occupation details, how you use your vehicle or your mileage. If you're transporting people, delivering medical supplies or equipment, your insurance policy is still valid. If you’re doing more or less driving than usual because of your volunteer work, you don’t need to update your policy. The cover does not extend to Blue Light use.

I’m volunteering to give local people lifts – will this affect my cover?

Giving other people lifts for free won’t affect your cover. You don’t need to let us know if you’re giving lifts to people for free.

I’m volunteering to deliver food and supplies to people who are self-isolating – will this affect my cover?

Volunteering to deliver food and supplies for free to those who are vulnerable or otherwise unable to leave the house due to Coronavirus (COVID-19) won’t affect your cover. You don’t need to let us know if you’re delivering food and supplies.

I’ve had to close my restaurant and want to deliver food instead – will this affect my cover?

If you’ve had to close your restaurant but you’re offering takeaway instead, you can use your vehicle to deliver food temporarily until government advice changes or restrictions are lifted.

If restaurant staff are expected to temporarily deliver food instead of their usual duties, we’ll also accommodate them if they’re insured with us. If they’re driving your vehicle, they’d need to appear on your Certificate of Motor Insurance.

We’ll continue to review our approach in line with Government advice.

My vehicle is due for repair, what do I do?

In peak demand we'll prioritise undriveable vehicles. If your vehicle is still roadworthy we may contact you to change the original booking date. We’ll do our best to minimise any inconvenience.

My vehicle is a total loss, what will happen?

Customer total loss settlements will be our priority. Please check for emails or take calls from us to discuss validation and settlement.

Has the Third Party Insurer admitted liability yet?

If you get any urgent documents or correspondence from other companies, please email us with the claim reference number in the title field.

If you're awaiting a decision on liability or any other part of your claim, please don't contact us for the time being.

What should I do if the way I travel to work has changed?

If you have to use your vehicle to travel to work, to a different site or multiple sites due to the COVID-19 outbreak, your insurance will still be valid, and you don’t need to contact us to update your policy.

I’m self-isolating and my vehicle is being kept at a different address to the one on my policy – will this affect my cover?

As this is a temporary change due to very unusual circumstances, your cover won’t be affected and there’s no need to contact us to change your address.

Do I need to change my mileage?

If you’re doing more mileage due to the current COVID-19 outbreak, you don’t need to update your mileage. If you continue to have a higher mileage after the COVID-19 outbreak, please contact us to update your policy.

If you estimate your annual mileage will be lower and would like to update this, you can do so using My Account.

I drove to Europe before the outbreak and I’m currently unable to return to the UK. Will I still be covered if I go over the usual 90-day travel limit?

If you’ve driven to mainland Europe and are now unable to get back because of restrictions on travel due to the Coronavirus (COVID-19) outbreak, you’ll still be fully covered, even if you go over the 90-day limit.

Please keep a record of your travel as we may need this to validate your claim. You don’t need to contact us to let us know you’re still abroad.

Can someone else drive my vehicle if I’m unable to?

If you need someone else to drive your vehicle you have two options:

  1. Add them to your policy. We’ll only cover someone who’s named on your policy to drive your vehicle. You can do this online through our Make a Change portal
  2. Some insurers allow motorists to drive other cars so check if their own insurance covers them to drive your vehicle. It should say in their insurance documentation whether they have this cover and under what circumstances this can be used

I’m on lockdown at a different address, how will this impact my driving score?

During the lockdown period, your telematics scores were frozen on 15 March to make sure your scores weren't impacted if you were at a different address. Now the restrictions have been lifted, we have restarted scoring. If your vehicle is still at a different location, you can update your policy using MyAccount.

I recently bought a policy where the device should be sent out to me but I haven’t received it yet?

We’re still sending devices out to Plug & Drive customers, when you get yours keep hold of it and only plug it into your vehicle when you’re back on the road driving again. If you haven’t received it yet, it’s on its way to you so please don’t worry -  your cover is still active.

I recently received a letter about my policy falling into the bottom 5% of drivers and advising I need to improve or my policy will be cancelled, I don’t have a chance to improve my score so will the policy be cancelled?

Now that Coronavirus restrictions are being lifted, if your driving score falls into the bottom 5% of our drivers, we’ll contact you to let you know that the 30-day improvement period is starting.  

I've had the device plugged in for six months. When and how can I send it back?

We're sorry if you've had your device for over six months. We’ll contact you about returning the device now that it’s safer to do so. Until then, you can keep the device plugged in.

Travel Insurance

Coronavirus & Travel Insurance guidance

The World Health Organisation (WHO) declared Coronavirus a 'pandemic' as of 11 March 2020.

Here are some useful external links for guidance on your entitlement in the Coronavirus situation.

  1. To review your rights for trip cancellations and refunds visit ABTA
  2. Customers planning to travel should refer to the Foreign and Commonwealth Office (FCO) Coronavirus travel advice page and sign-up to e-mail alerts
  3. UK citizens overseas can review travel advice for the country they're visiting to help plan accordingly
  4. Civil Aviation Authority gives information for customers, holidaymakers and the industry on Coronavirus

Before submitting a claim, please refer to the relevant section of the FAQs for information about what's covered under your policy and consider the steps outlined in 'How can I make a claim?' below.

Can I cancel my trip because I'm worried about Coronavirus?

You can cancel, but you won’t be able to make a claim through your travel insurance. Travel insurance won’t cover customers for "disinclination to travel" i.e. not wanting to travel.

My travel is essential – am I covered?

Unfortunately not. Admiral Travel Insurance doesn’t offer cover if you travel to a country or area where the Foreign & Commonwealth Office advises against ‘all travel’ or ‘all but essential travel’. If you’re not sure if there’s a travel warning for your destination please check with the FCO website.

Can I cancel my trip because the country I’m visiting or the UK government have imposed a general quarantine on travellers on arrival or return?

Wanting to cancel a holiday because of the need to quarantine upon arrival or return, or the financial impact of needing to quarantine (such as loss of earnings) aren’t covered by our policies. 

Am I covered if the country I'm due to travel to prevents UK residents from entering their country?

Being refused entry isn't a coverable reason under our cancellation cover.

You should speak to your travel provider as they may be able to help you, and you should continue to monitor the FCO advice.

Please refer to your policy terms and conditions. 

The airline/tour operator I booked with have gone into administration – what should I do?

Unfortunately, we won't cover claims due to the actions or failure of any company providing or organising your transport or accommodation, to provide those services (whether caused by error, insolvency, bankruptcy, liquidation, omission, default or other reason).

If you have not yet travelled and you had flights arranged as part of a package holiday you'll have ATOL protection, meaning you'll either be reimbursed or the company you booked with will find alternative flights.

If you bought your flights using a credit card, you'll have credit card protection so should contact your credit card provider for a refund.

If you used a debit card, you may also be able to get a refund from your bank - if you have the same protection benefit which is attached to some debit cards.

If you're already abroad, you should either contact your tour operator, if the flights were booked as part of a package, or you'll need to arrange a new flight to return home and pay for the new ticket. You should then seek a refund for the cost of the original flight, using one of the above methods.

ABTA has more information.

I've booked an event, excursion and/or a tour but they've been cancelled by the provider due to the Coronavirus. I won't be able to do all the things I intended, so the holiday isn’t what I originally booked. Can I 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 from them directly.

If the reason you’re travelling is for an event that’s since been cancelled, you won’t be able to make a claim for cancelling your whole trip for this reason. 

Remember, if you paid for your excursion or tour with a credit card, you may be able to claim back your money. Contact your credit card provider to discuss this in full.

How can I make a claim?

Before submitting a claim, please refer to the relevant section of the FAQs for information about what's covered under your policy and follow the applicable steps below.

If you've booked your trip through a tour operator or agent, you're entitled to a refund from them. You can review the Travel Arrangements Regulations here.

You may be entitled to a refund through your credit/debit card provider.

If you’re unable to recover some or all your costs, you can submit a claim for consideration by calling 0333 234 9914

Please only call to register your claim if you’ve:

  • Returned from a trip and need to claim 
  • Had a trip cancelled and you’re due to travel within the next 30 days and your airline, tour operator or accommodation provider won’t reimburse your costs or make alternative travel arrangements for you

If you’re abroad and have a medical emergency (hospital treatments likely to incur medical expenses over £500) or need to cut short your trip, please call our 24-hour emergency assistance helpline on +44 292 010 7777.

Our Claims team will register your claim and be in touch to ask for: 

  • Confirmation of the original booking, and which parts are non-refundable 
  • Evidence you’ve tried to get your money back through the airline, tour operator or accommodation provider 
  • Details of any self-isolation advice you’ve been specifically given by either your GP or from NHS 111 if appropriate 
  • Other supporting evidence relevant to your claim 

If you've already registered your claim, please understand our Claims team is extremely busy but rest assured we'll get in touch and aim to contact you within 30 working days of the date you submitted your claim documentation.

New customers: I want to buy a new travel insurance policy

How does Coronavirus affect my cover?

Any new policy purchased will not cover any claims in relation to Covid-19, SARSCoV-2 or any future mutation or variation of SARS-CoV-2. This includes but isn’t limited to cancelling or cutting short your trip, changes in FCO advice after booking or any costs associated with being placed under quarantine in the UK or abroad.

We will, however, provide cover for medical emergencies and repatriation for Covid-19, providing you are not travelling against FCO advice.

Am I covered if the Covid-19 pandemic status is removed by the WHO and the FCO travel restrictions are lifted? 

For Covid-19 related claims, we’ll only cover emergency medical treatment and repatriation costs if you catch Covid-19 while on your trip. All other Covid-19 related claims, including cancellation, aren’t covered. 

Please refer to your policy terms and conditions. 

What if the Covid-19 pandemic status is still in place but the FCO lifts and then reimposes travel restrictions?

Your policy has a general exclusion for Covid-19 except for emergency medical and repatriation costs. There's no cover for cancelling a trip due to a change in FCO advice due to Coronavirus.                                                                                                                                                            

Please refer to your policy terms and conditions. 

Am I covered if Covid-19 is no longer considered a pandemic and is then re-declared a pandemic in the future?

Your policy has a general exclusion for Covid-19 except for emergency medical and repatriation costs.

Please refer to your policy terms and conditions. 

What if the FCO changes its advice to 'against all travel' or 'all but essential travel' for my destination while I'm on the trip?

As long as the FCO have not advised travellers at your destination to come home, you'll still be covered for emergency medical treatment and repatriation only as per your policy terms and conditions. It is your responsibility to monitor the FCO advice for any changes.

Will I be covered for medical treatment if I catch Covid-19 abroad?

Providing you didn’t travel against FCO advice, you had no reason to believe you had Covid-19 when travelling and you didn't travel against the advice of your GP, your medical costs should be covered. However, you must contact our Emergency Medical Assistance team on +44 292 010 7777 as soon as you become unwell, so they can help you get the help you need. 

I've been diagnosed with Coronavirus before I travel; can I cancel my trip?

Unfortunately, there's no cover for cancelling a trip in this scenario as we exclude all claims associated with Coronavirus except for medical emergencies while on the trip.

I am due to travel to an area where the FCO has advised against travelling due to Covid-19. I want to cancel my trip. Can I make a claim?

Unfortunately, there’s no cover for cancelling a trip in this scenario as we exclude all claims associated with Coronavirus except for medical emergencies.

Get in touch with your travel agent, airline, hotel or accommodation provider, and ask for a refund. If they don’t allow a refund it may be possible to reschedule your trip.

If I'm quarantined during my trip or on my return to the UK because of Covid-19, will my travel insurance cover me for costs incurred?

General government imposed quarantines are not covered. However, if you are quarantined due to medical reasons while abroad or on your return to the UK, as long as the need to quarantine was not anticipated  (i.e. you had no reason to believe you had Covid-19 when travelling or it was not publicised before you travel and did not travel against medical advice), your travel insurance will be extended to cover medical costs, until you can reasonably be expected to return home.

You should contact our Emergency Medical Assistance team on +44 292 010 7777 as soon as possible if you're put into quarantine or isolation so assistance can be offered if necessary.

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. You should speak to your tour operator or resort manager to arrange this. However, if this is not the case you can call our claims department to submit a claim for consideration. Associated costs such as loss of earnings due to your isolation are not covered.     

If I’m quarantined in the UK and subsequently need to cancel my trip, can I claim for trip cancellation?

Unfortunately not. There’s no cover for cancellation as a result of having to quarantine due to Covid-19. 

What happens if I’m not allowed back into the UK after travelling if the UK goes into “lockdown”?

It's highly unlikely the UK would refuse to accept their own residents back, even if they're refusing entry to non-UK residents. 

If flights were disrupted and you were unable leave a country after a lockdown, we'd advise you to monitor the FCO website to seek advice.

If you are unable to finish your trip as planned due to disruption to your flight that can’t be avoided, your cover will be automatically extended for you at no extra cost until you can reasonably finish your trip. There is no cover for travel delay under your policy.

If you're travelling back to the UK, check the Public Health England advice for travellers returning to the UK from certain countries.  

If I’m stuck abroad due to the Coronavirus and can’t come home on my planned return date, will my travel insurance be extended to cover me until I can get home?

If you are unable to finish your trip as planned due to illness, injury or a delay to the public transport system that can’t be avoided, which includes your quarantine or flight cancellation, your cover will be automatically extended for you at no extra cost until you can reasonably finish your trip. There is no cover for travel delay under your policy. 

If your original return journey is delayed or cancelled, your travel agent or airline should help you find alternative transport, accommodation or arrange a refund. You may have to book another plane, train, coach or boat yourself. 

What happens if my travel provider advises my trip is going ahead but the FCO travel restrictions are still in place? 

It is highly unlikely travel providers would arrange a trip against FCO advice. If the flight is operating and you choose to travel against FCO advise, there is no cover under our policy.

If the flight is operating but you follow FCO advice and do not travel, there is no cover for cancellation under your policy. You should contact your travel provider for a refund or to reschedule your trip.

My airline has cancelled my flight, what should I do?

If your flight has been cancelled by your airline, you should be offered an alternative flight or a full refund by the airline. If your flight has been cancelled for reasons not related to Covid-19 and there's no alternative available within 24 hours you may be able to claim for abandoning your trip.

I have had to pay an additional amount of money in order to reschedule my trip. Can I claim? 

Unfortunately not. There’s no cover for additional costs incurred by you for rescheduling your trip. 

Existing customers: I bought or renewed my policy and I booked my trip before 17 March 2020 and the trip was not rescheduled

How does Coronavirus affect my cover?

If you bought your travel insurance and booked (or re-booked) your trip before 19:30 on 17 March 2020, you are covered as per your policy terms and conditions.

Am I covered if the Covid-19 pandemic status is removed by the WHO and the FCO travel restrictions are lifted? 

You can submit a claim for consideration for irrecoverable costs related to Covid-19 as per your policy terms and conditions.  

What if the Covid-19 pandemic status is still in place but the FCO lifts and then reimposes travel restrictions? 

You can submit a claim for consideration for irrecoverable costs related to Covid-19 as per your policy terms and conditions.

Am I covered if Covid-19 is no longer considered a pandemic and is then re-declared a pandemic in the future?

You can submit a claim for consideration for irrecoverable costs related to Covid-19 as per your policy terms and conditions. 

What if the FCO changes its advice to 'against all travel' or 'all but essential travel' for my destination while I am on the trip?

As long as the FCO has not advised travellers at your destination to come home, you will still be covered as normal under your policy terms and conditions. It is your responsibility to monitor the FCO advice for any changes.

Will I be covered for medical treatment if I catch Covid-19 abroad?

Provided you didn’t travel against FCO advice, you had no reason to believe you had Covid-19 when travelling and you did not travel against the advice of your GP, your medical costs should be covered. However, you must contact our Emergency Medical Assistance team on +44 292 010 7777 as soon as you become unwell, so they can help you get the help you need.  

I've been diagnosed with Coronavirus before I travel; can I cancel my trip?

Yes, you should be able to cancel your trip if you’re declared not fit to travel by a doctor.

Please call us to register a claim, you’ll need evidence from your doctor to support your claim. 

I am due to travel to an area where the FCO has advised against travelling due to Covid-19. I want to cancel my trip. Can I make a claim?

Get in touch with your travel agent, airline, hotel or accommodation provider, and ask for a refund. If they don’t allow a refund it may be possible to reschedule your trip.

If you are unable to recover any, or all your expenses, you can submit a claim with us for consideration.

To submit a claim on your travel insurance policy you will need to evidence that all the above has been completed and provide documentation.

If I'm quarantined during my trip or on my return to the UK because of Covid-19, will my travel insurance cover me for costs incurred?

General government imposed quarantines are not covered. However, if you are quarantined due to medical reasons while abroad or on your return to the UK, as long as the need to quarantine was not anticipated  (i.e. you had no reason to believe you had Covid-19 when travelling or it was not publicised before you travel and did not travel against medical advice), your travel insurance will be extended to cover medical costs, until you can reasonably be expected to return home.

You should contact our Emergency Medical Assistance team on +44 292 010 7777 as soon as possible if you're put into quarantine or isolation so assistance can be offered if necessary.

 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. You should speak to your tour operator or resort manager to arrange this. However, if this is not the case you can call our claims department to submit a claim for consideration. Associated costs such as loss of earnings due to your isolation are not covered.

If I'm quarantined in the UK and subsequently need to cancel my trip, can I claim for trip cancellation?

If you’re quarantined by local government or law enforcement within the UK, you may be able to make a claim for trip cancellation if you’re unable to recover any or all your expenses from your travel agent, airline, hotel or accommodation provider. 

You’ll need to give evidence when registering your claim.

See ABTA's website for support and to understand your rights with ABTA.

What happens if I'm not allowed back into the UK after travelling if the UK goes into “lockdown”?

It's highly unlikely the UK would refuse to accept their own residents back, even if they're refusing entry to non-UK residents.

If flights were disrupted and you were unable leave a country after a lockdown, we'd advise you to to monitor the FCO website to seek advice.

If you are unable to finish your trip as planned due to disruption to your flight that can’t be avoided, your cover will be automatically extended for you at no extra cost until you can reasonably finish your trip.

If you're travelling back to the UK, check the Public Health England advice for travellers returning to the UK from certain countries.

During this time Admiral can help cover costs of food through our travel delay benefit - £25 per day, per person, up to the limits of your policy.

If I’m stuck abroad due to the Coronavirus and can’t come home on my planned return date, will my travel insurance be extended to cover me until I can get home?

If you are unable to finish your trip as planned due to illness, injury or a delay to the public transport system that can’t be avoided, which includes your quarantine or flight cancellation, your cover will be automatically extended for you at no extra cost until you can reasonably finish your trip. 

If your original return journey is delayed or cancelled, your travel agent or airline should help you find alternative transport, accommodation or arrange a refund. You may have to book another plane, train, coach or boat yourself. 

During this time Admiral can help cover costs of food through our travel delay benefit - £25 per day, per person, up to the limits of your policy.

What happens if my travel provider advises my trip is going ahead but the FCO travel restrictions are still in place? 

It's highly unlikely travel providers would arrange a trip against FCO advice. If the flight is operating and you choose to travel against FCO advice, there's no cover under our policy.

If the flight is operating but you follow FCO advice and do not travel, you can submit a claim for cancellation if you cannot recover the costs elsewhere. You should first contact your travel provider for a refund or to reschedule your trip.

My airline has cancelled my flight, what should I do?

If your flight has been cancelled by your airline, you should be offered an alternative flight or a full refund by the airline. If your flight has been cancelled and there's no alternative available within 24 hours you may be able to claim for abandoning your trip.

I have had to pay an additional amount of money in order to reschedule my trip. Can I claim? 

Unfortunately not. There is no cover for additional costs incurred by you if you if you had to reschedule your trip. If a valid claim is made, we only would only cover the original amount paid. 

Existing customers: I bought or renewed my policy and I booked (or rebooked) my trip between 17 March 2020 and 21 May 2020

How does Coronavirus affect my cover?

Your travel insurance has a general exclusion for anticipated events so as of 19:30 on 17 March 2020, any new trips booked or rescheduled trips won't be covered against losses due to Coronavirus.

This applies to all sections of cover including, but not limited to:

  • Section 1: Medical emergency
  • Section 2: Cancelling or cutting short your trip
  • Section 4: Delay and missed departure or trip abandonment
  • Section 9: Catastrophe cover

Am I covered if the Covid-19 pandemic status is removed by the WHO and the FCO travel restrictions are lifted? 

You can submit a claim for irrecoverable costs for all Covid-19 related claims as per your policy terms and conditions.    

 

What if the Covid-19 pandemic status is still in place but the FCO lifts and then reimposes travel restrictions? 

Your travel insurance has a general exclusion for anticipated events so as of 19:30 on 17 March 2020, any new trips booked or rescheduled trips won't be covered against losses due to Coronavirus.

Am I covered if Covid-19 is no longer considered a pandemic & is then redeclared as a pandemic in the future?

You can claim for irrecoverable costs for all Covid-19 related claims as per your policy terms and conditions.

What if the FCO changes its advice to 'against all travel' or 'all but essential travel' for my destination while I am on the trip?

As long as the FCO has not advised travellers at your destination to come home, you will still be covered as normal under your policy terms and conditions. It is your responsibility to monitor the FCO advice for any changes.

Will I be covered for medical treatment if I catch Covid-19 abroad?

Unfortunately not. There’s no cover for emergency medical treatment and repatriation costs if you catch Covid-19 while on your trip.

I've been diagnosed with Coronavirus before I travel; can I cancel my trip?

Unfortunately, there’s no cover for cancellation in this scenario.

I am due to travel to an area where the FCO has advised against travelling due to Covid-19. I want to cancel my trip. Can I make a claim?

Unfortunately, there’s no cover for cancelling a trip in this scenario.  

Get in touch with your travel agent, airline, hotel or accommodation provider, and ask for a refund. If they don’t allow a refund it may be possible to reschedule your trip.

If I'm quarantined during my trip or on my return to the UK because of Covid-19, will my travel insurance cover me for costs incurred?

There’s no cover for any costs incurred as a result of having to quarantine. This includes but is not limited to you being diagnosed with Covid-19 or because of general quarantine rules imposed by a particular country.

If I'm quarantined in the UK and subsequently need to cancel my trip, can I claim for trip cancellation?

Unfortunately not. There’s no cover for cancellation as a result of having to quarantine due to Covid-19. 

What happens if I'm not allowed back into the UK after travelling if the UK goes into “lockdown”?

It's highly unlikely the UK would refuse to accept their own residents back, even if they're refusing entry to non-UK residents.  

If flights were disrupted and you were unable leave a country after a lockdown, we'd advise you to monitor the FCO website to seek advice.

If your travel duration is extended because of disruption to your flight your policy will extend automatically at no extra cost until you’re reasonably able to finish your trip. There’s no cover for travel delay under your policy.

If you're travelling back to the UK, check the Public Health England advice for travellers returning to the UK from certain countries.  

If I’m stuck abroad due to the Coronavirus and can’t come home on my planned return date, will my travel insurance be extended to cover me until I can get home?

If you are unable to finish your trip as planned due to illness, injury or a delay to the public transport system that can’t be avoided, which includes your quarantine or flight cancellation, your cover will be automatically extended for you at no extra cost until you can reasonably finish your trip. There is no cover for travel delay under your policy. 

If your original return journey is delayed or cancelled, your travel agent or airline should help you find alternative transport, accommodation or arrange a refund. You may have to book another plane, train, coach or boat yourself.

What happens if my travel provider advises my trip is going ahead but the FCO travel restrictions are still in place? 

It's highly unlikely travel providers would arrange a trip against FCO advice. If the flight is operating and you choose to travel against FCO advice, there is no cover under our policy.

If the flight is operating but you follow FCO advice and do not travel, there is no cover for cancellation under your policy. You should contact your travel provider for a refund or to reschedule your trip. 

My airline has cancelled my flight, what should I do?

If your flight has been cancelled by your airline, you should be offered an alternative flight or a full refund by the airline. If your flight has been cancelled for reasons not related to Covid-19 and there's no alternative available within 24 hours you may be able to claim for abandoning your trip.

I have had to pay an additional amount of money in order to reschedule my trip. Can I claim? 

Unfortunately not. There’s no cover for additional costs incurred by you for rescheduling your trip. 

Existing customers: I renewed my policy and I booked (or rebooked) my trip on or after 22 May 2020

How does Coronavirus affect my cover?

Your travel insurance has a general exclusion for Covid-19 and anticipated events so as of 19:30 on 17 March 2020, any new or rescheduled trips won't be covered against losses due to Coronavirus. 

This applies to all sections of cover including, but not limited to:

  • Section 1: Medical emergency
  • Section 2: Cancelling or cutting short your trip
  • Section 4: Delay and missed departure or trip abandonment
  • Section 9: Catastrophe cover

Am I covered if the Covid-19 pandemic status is removed by the WHO and the FCO travel restrictions are lifted? 

There’s a general exclusion in your policy for Covid-19. There’s no cover under your policy for any Covid-19 related claims. Please refer to your policy terms and conditions.

What if the Covid-19 pandemic status is still in place but the FCO lifts and then reimposes travel restrictions? 

Your policy has a general exclusion for Coronavirus. There is no cover for cancelling a trip due to FCO change in advice due to Coronavirus. Please refer to your policy terms and conditions.

Am I covered if Covid-19 is no longer considered a pandemic & is then redeclared as a pandemic in the future?

Your policy has a general exclusion for Covid-19. Please refer to your policy terms and conditions.

What if the FCO changes its advice to 'against all travel' or 'all but essential travel' for my destination while I am on the trip?

As long as the FCO has not advised travellers at your destination to come home, you will still be covered as normal under your policy terms and conditions. It is your responsibility to monitor the FCO advice for any changes.

Will I be covered for medical treatment if I catch Covid-19 abroad? 

Unfortunately not. There’s no cover for emergency medical treatment and repatriation costs if you catch Covid-19 while on your trip.

I've been diagnosed with Coronavirus before I travel; can I cancel my trip?

Unfortunately, there’s no cover for cancellation in this scenario.

I am due to travel to an area where the FCO has advised against travelling due to Covid-19. I want to cancel my trip. Can I make a claim?

Unfortunately, there’s no cover for cancelling a trip in this scenario.

Get in touch with your travel agent, airline, hotel or accommodation provider, and ask for a refund. If they don’t allow a refund it may be possible to reschedule your trip.

If I'm quarantined during my trip or on my return to the UK because of Covid-19, will my travel insurance cover me for costs incurred?

There’s no cover for any costs incurred as a result of having to quarantine. This includes but is not limited to you being diagnosed with Covid-19 or because of general quarantine rules imposed by a particular country.

If I'm quarantined in the UK and subsequently need to cancel my trip, can I claim for trip cancellation?

Unfortunately not. There’s no cover for cancellation as a result of having to quarantine due to Covid-19. 

What happens if I'm not allowed back into the UK after travelling if the UK goes into “lockdown”?

It's highly unlikely the UK would refuse to accept their own residents back, even if they're refusing entry to non-UK residents.

If flights were disrupted and you were unable leave a country after a lockdown, we'd advise you to to monitor the FCO website to seek advice.

If you are unable to finish your trip as planned due to disruption to your flight that can’t be avoided, your cover will be automatically extended for you at no extra cost until you can reasonably finish your trip. There is no cover for travel delay under your policy.

If you're travelling back to the UK, check the Public Health England advice for travellers returning to the UK from certain countries. 

If I’m stuck abroad due to the Coronavirus and can’t come home on my planned return date, will my travel insurance be extended to cover me until I can get home?

If you are unable to finish your trip as planned due to illness, injury or a delay to the public transport system that can’t be avoided, which includes your quarantine or flight cancellation, your cover will be automatically extended for you at no extra cost until you can reasonably finish your trip. There is no cover for travel delay under your policy. 

If your original return journey is delayed or cancelled, your travel agent or airline should help you find alternative transport, accommodation or arrange a refund. You may have to book another plane, train, coach or boat yourself.

What happens if my travel provider advises my trip is going ahead but the FCO travel restrictions are still in place? 

It's highly unlikely travel providers would arrange a trip against FCO advice. If the flight is operating and you choose to travel against FCO advice, there is no cover under our policy.

If the flight is operating but you follow FCO advice and do not travel, there is no cover for cancellation under your policy. You should contact your travel provider for a refund or to reschedule your trip.

My airline has cancelled my flight, what should I do?

If your flight has been cancelled by your airline, you should be offered an alternative flight or a full refund by the airline. If your flight has been cancelled for reasons not related to Covid-19 and there's no alternative available within 24 hours you may be able to claim for abandoning your trip.

I have had to pay an additional amount of money in order to reschedule my trip. Can I claim? 

Unfortunately not. There’s no cover for additional costs incurred by you for rescheduling your trip.