Asda Travel Insurance is administered by Insure & Go Services Limited and arranged by IES Limited. This policy is underwritten by Zurich Insurance Company Ltd. A public limited company incorporated in Switzerland. Registered in the Canton of Zurich, No. CHE-105.833.114, registered offices at Mythenquai 2, 8002 Zurich. UK Branch registered in England and Wales no BR000105. UK Branch Head Office: The Zurich Centre, 3000 Parkway, Whiteley, Fareham, Hampshire PO15 7JZ.
Zurich Insurance Company Ltd is authorised and regulated in Switzerland by the Swiss Financial Market Supervisory Authority FINMA. Authorised by the Prudential Regulation Authority. Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Details about the extent of our regulation by the Prudential Regulation Authority are available from us on request.
The following information applies to policies purchased and trips booked after 13 th March 2020. If your policy or trip was bought before this and you’re concerned about your level of cover, please contact us.
Please note that references to Coronavirus includes COVID-19, SARS-COV-2 (Severe Acute Respiratory Syndrome Coronavirus), and any variation or mutation of these conditions.
Make sure you keep up to date with the latest travel advice from the Foreign, Commonwealth and Development Office (FCDO). Please note that there may be different rules depending on whether you’re departing from or arriving into England, Scotland, Wales or Northern Ireland.
For policies bought between 13th March 2020 and 9th November 2021:
If the FCDO advises against all, or all but essential, travel to your destination, and you’re travelling for a holiday, you will not be covered if you go abroad. You will also not be covered for cancellation if, due to Coronavirus, the travel advice prevents your trip, although we expect holiday companies to be flexible and to offer refunds or date changes if travel is not possible.
If you are able to travel, either because non-essential trips to your destination are allowed or because you have a permitted reason for travelling under the FCDO rules, you will be covered for:
There is no cover for any other Coronavirus-related claims, including lockdowns, quarantines or other government restrictions. All other terms and conditions of the policy apply.
For policies bought after 9th November 2021:
If the FCDO DOES NOT advise against all or all but essential travel to your destination, you will be covered for:
There is no cover for any other Coronavirus-related claims, including lockdowns, quarantines or other government restrictions. All other terms and conditions of the policy apply.
If the FCDO DOES advise against all or all but essential travel to your destination because of Coronavirus, you will be covered for:
There will be no Emergency Medical Cover for Coronavirus and no cover for any Coronavirus-related claims, including choosing not to travel because of the FCDO advice.
FAQs
Please note that in the following FAQs:
If you buy a policy today, the FCDO DOES NOT advise against all or all non-essential travel to your destination, and you have had and are up to date with the Covid-19 vaccination(s) recommended by the UK NHS (or were medically unable to have the vaccinations as evidenced by your medical records) you will be covered if:
Note that there is no cover for any other Coronavirus-related claims, including lockdowns, quarantines or other government restrictions. All other terms and conditions of the policy apply.
If you buy an Asda Travel Insurance policy today and, because of Coronavirus, the FCDO does advise against all or all non-essential travel to your destination, you will still be covered for:
But there will be no emergency medical cover for Coronavirus and no cover for any Coronavirus-related claims, including choosing not to travel because of the FCDO advice.
I plan to travel to a ‘red list' country, will I be covered?Whether you’re covered or not depends on when you bought your policy and the FCDO advice at the time you travel:
If you bought your policy before 9th November 2021 and the FCDO advises against all, or all but essential, travel then you would not be covered if you went abroad for a holiday.
If you bought a policy after 9th November 2021 and, because of Coronavirus, the FCDO advises against all or all but essential, travel then you would still be covered for any non-Coronavirus-related claims in line with the usual terms and conditions. You would not be covered for any Coronavirus-related claims, including emergency medical cover or choosing not to travel because of the advice.
I plan to go on holiday to a ‘green’ country, but the FCDO advises against all but essential travel. Will I be covered?
If you bought your policy before 9th November 2021 and the FCDO advises against all or all non-essential travel, then you would not be covered if you went abroad for a holiday.
If you bought a policy after 9th November 2021 and, because of Coronavirus, the FCDO advises against all or all non-essential travel, then you would be covered for any non-Coronavirus-related claims in line with the usual terms and conditions. You would not be covered for any Coronavirus-related claims, including emergency medical cover or choosing not to travel because of the advice.
If the FCDO advises against all or all non-essential travel for a reason other than Coronavirus, and you chose to travel against that advice, there would be no cover under any sections of the policy.
I’m travelling abroad to visit family, but the FCDO advise against all but essential travel because of Coronavirus. Am I covered if I go?
Whether you’re covered or not depends on when you bought your policy:
If you bought your policy before 9th November 2021 and the FCDO advises against all but essential travel, then you would only be covered if you could demonstrate that your trip was essential (eg. to deal with a family emergency).
If you bought a policy after 9th November 2021 and, because of Coronavirus, the FCDO advise against all or all but essential travel, then you would be covered for any non-Coronavirus-related claims in line with the usual terms and conditions. You would not be covered for any Coronavirus-related claims, including emergency medical cover or choosing not to travel because of the advice.
I’ve booked a cruise, and all the ports are in areas where the FCDO advice allows non-essential travel. Am I covered?
There is separate FCDO cruise advice which supersedes any specific country advice.
Whether you’re covered or not depends on when you bought your policy:
If you bought your policy before 9th November 2021 and the FCDO advise against cruises, then you would not be covered if you went on the cruise.
If you bought a policy after 9th November 2021 and the FCDO advise against cruises because of Coronavirus, then you would still be covered for any non-Coronavirus-related claims in line with the usual terms and conditions. You would not be covered for any Coronavirus-related claims, including emergency medical cover or choosing not to travel because of the advice.
My trip is permitted under the FCDO advice, but the destination country won’t let me in. Am I covered for cancellation?
No, unfortunately this is not covered under our policies.
We’d expect holiday companies and airlines to be flexible in these circumstances and to offer refunds or amendments. If you need to change your travel insurance dates, or want to cancel the policy because you’re not travelling, please contact us discuss your options.
My trip is permitted under the FCDO advice, but the area I’m travelling to is in lockdown and all the facilities are closed. Can I claim for cancellation?
No, this isn’t covered by our policies.
In this situation you should contact your travel provider, as they may be able to offer you a refund or a change of travel dates. Once you’ve spoken to them, if you need to cancel or amend your travel insurance please contact us to discuss the options.
My trip is permitted under the FCDO advice, but I’ll need a negative Covid test on arrival at my destination. Can I claim for the testing costs?
No, Coronavirus tests are not covered by travel insurance.
My trip is permitted, but the advice has changed and I’ll now have to quarantine at home when I return. I can’t quarantine because of work, so can I claim for cancelling my trip?
No, unfortunately this is not covered.
In this situation you should contact your travel provider, as they may be able to offer you a refund or a change of travel dates. Once you’ve spoken to them, if you need to cancel or amend your travel insurance please contact us to discuss the options.
My trip is permitted but the advice has changed and I’ll now have to quarantine in a hotel when I return. Can I claim for these costs on my travel insurance?
No, unfortunately these costs aren’t covered.
If the advice changed before you departed, you should contact your travel provider as they may be able to offer you a refund or a change of travel dates. Once you’ve spoken to them, if you need to cancel or amend your travel insurance please contact us to discuss the options.
My trip is permitted under the FCDO advice, but the area in which I live is going into a local lockdown. Can I claim for cancellation?
No, lockdowns are not covered by our policies.
In this situation you should contact your travel provider, as they may be able to offer you a refund or a change of travel dates. Once you’ve spoken to them, if you need to cancel or amend your travel insurance please contact us to discuss the options.
My trip is permitted under the FCDO advice, but the travel provider has cancelled my booking. Can I make a claim?
It would depend on the circumstances. If the cancellation is because of Coronavirus, or if the provider has gone into administration, this would not be covered under your policy.
In other circumstances we would consider a claim, but you would need to speak to your travel provider first – in most cases they will be required to offer you a refund. You can read our guide to what you should do before making a cancellation claim here.
My trip has been cancelled and I have had a full refund from my travel provider. Can I have a refund on my travel insurance?
At the moment, we’re offering enhanced refund terms outside the usual 14-day cooling-off period. If you don’t need your policy, you haven’t travelled on it and are not making a claim, please contact us to discuss the options.
The FCDO advises against non-essential travel to my destination, so I’ve changed my holiday booking. Can I change my travel insurance too?
Yes, please contact us to discuss it.
If you’re planning on going to the same place, but at a different time, we will usually be able to change your policy dates. If you are travelling to somewhere different, no problem, but there may be an additional premium to pay if you need to upgrade your policy.
I have an annual policy but have decided not to risk travelling this year. Can I have a refund?At the moment, we’re offering enhanced refund terms outside the usual 14-day cooling-off period. If you don’t need your policy, you haven’t travelled on it and are not making a claim, please contact us to discuss the options.
If there's a change and the FCDO advises against all but essential travel when I'm already abroad, am I still covered?
Yes. As long as your trip wasn’t against the advice at the time you left the country, you’ll still be covered as usual under the policy. This includes medical cover for if you catch Coronavirus while abroad.
If my destination moves to the 'red list' while I’m abroad, am I still covered?Whether you’re covered or not would depend on the FCDO travel advice at the time you left the country. This isn’t affected by a change once you’re abroad (except for extreme circumstance where the FCDO advises you to return home immediately).
If the FCDO did not advise against all, or all but essential, travel when you departed, then you would still be covered as usual by the policy, including cover in the event that you catch Coronavirus. There would be no cover for cutting your trip short because of the ‘red list’ status.
If I have to quarantine while abroad and miss my flight home, can I claim for new flights?No, general quarantines or lockdowns are not covered by the policy.
If you were to catch Coronavirus while abroad, and this meant you were unable to travel home as arranged, we would extend the policy for the duration of your stay and consider a claim for replacement flights.
If the FCDO advice changes while I’m abroad, meaning I’ll have to quarantine on my return, can I claim for cutting my holiday short to avoid this?
Unfortunately not. Our policies don’t offer cover for quarantines or lockdowns, and don’t cover cancellation or curtailment due to Coronavirus restrictions.
If I have to quarantine while abroad and miss my flight home, can I claim for new flights?No, general quarantines or lockdowns are not covered by the policy.
If you were to catch Coronavirus while abroad, and this meant you were unable to travel home as arranged, we would extend the policy for the duration of your stay and consider a claim for replacement flights.
I have an annual policy but have decided not to risk travelling this year. Can I have a refund?At the moment, we’re offering enhanced refund terms outside the usual 14-day cooling-off period. If you don’t need your policy, you haven’t travelled on it and are not making a claim, please contact us to discuss the options.
How do I make a claim?Registering a new claim
Travel Claims Services no longer manages new claims on behalf of MAPFRE Asistencia.
Charles Taylor is the claims administrator appointed by MAPFRE Asistencia to manage new claims on its behalf.
To register a new claim, please call Charles Taylor on 01243 219 595 and their contact centre will guide you through the process.
Existing claims with travel claims services
If you have an existing claim for which you have been given a claim number by Travel Claims Services, don’t worry, you can still contact us via:
To claim online: www.submitaclaim.co.uk/AS
Or call us for a claim form on +44 (0)800 479 8704
Please have your claim number to hand to enable us to locate your claim more quickly.
To claim online: www.submit-claim.co.uk/asda1
Or call us for a claim form on 01420 259 057
Please have your claim number to hand to enable us to locate your claim more quickly. Please also refer to 'What to do - Claims information' on page 9 of your policy wording booklet for further details.
My policy wording includes the Coronavirus general exclusionQ: I bought my policy after the Coronavirus general exclusion was introduced. Am I covered for Coronavirus?
A: Although your policy wording excludes all Coronavirus claims, we will now consider claims for:
Please be aware there is no cover for any other Coronavirus related claims, and all other terms and conditions of the policy apply.
My annual policy renewed and now includes the Coronavirus general exclusionQ: I booked a trip before my renewal date. Am I covered for Coronavirus?
A: You have cover for Coronavirus under the terms and conditions of your previous policy, but it’s important to check the FCDO advice before you travel. The FCDO currently advise against all but essential travel for British nationals, but there is a growing list of countries that are exempt from this advice. You can check the current status here. If the FCDO are advising against travel to your intended destination, we will consider a claim for cancellation if you want to cancel your trip. Please note that if you decide to travel against the FCDO’s advice, you will not be covered for any subsequent claim.
Q: I booked a trip after my renewal date, or am about to book a trip. Am I covered for Coronavirus?
A: Although your policy wording excludes all Coronavirus claims, we will now consider claims for:
Please be aware there is no cover for any other Coronavirus related claims, and all other terms and conditions of the policy apply.
Guidance on issues before travelQ: My flight is still departing but all the excursions and accommodation have been cancelled due to Coronavirus so I want to cancel. Will I be covered?
A: It would depend on whether the Coronavirus general exclusion was in place at the time you bought your policy.
If your policy includes the Coronavirus general exclusion (exclusion 36 in your policy wording booklet):
This is not covered under your policy.
If your policy does not include the Coronavirus general exclusion, or
If your annual policy has renewed onto one with the Coronavirus general exclusion but you booked your trip prior to that renewal:
The Claims Department will consider any balances which are non-recoverable, unless at the time of booking there was something to suggest that a claim might be necessary.
You should approach all service providers in the first instance, as they may be able to arrange a refund. If they confirm they are unable to offer any refund or only a partial refund, please make a claim by downloading a claim form. Once completed, the form should be sent by email (along with electronic copies of any supporting documentation) to enquiries@travelclaimsservices.com. Please also email this address if you are unable download a form.
Q: I am shortly booked to attend an event in Europe. If the event is cancelled by the organiser due to Coronavirus fears, would I be entitled to make a claim?
A: It would depend on whether the Coronavirus general exclusion was in place at the time you bought your policy.
If your policy includes the Coronavirus general exclusion (exclusion 36 in your policy wording booklet):
This is not covered under your policy.
If your policy does not include the Coronavirus general exclusion, or
If your annual policy has renewed onto one with the Coronavirus general exclusion but you booked your trip prior to that renewal:
The Claims Department will consider any balances which are non-recoverable, unless at the time of booking there was something to suggest that a claim might be necessary.
You should approach all service providers in the first instance, as they may be able to arrange a refund. If they confirm they are unable to offer any refund or only a partial refund, please make a claim by downloading a claim form . Once completed, the form should be sent by email (along with electronic copies of any supporting documentation) to enquiries@travelclaimsservices.com. Please also email this address if you are unable download a form.
Q: I have booked a package holiday. What are my entitlements?
A: If an airline or package tour operator cancels your flights/holiday, they are required to provide you with a refund.
A travel insurance policy will only cover you for non-refundable expenses. In the first instance, you need to try to get a refund from your tour operator or travel agent. Please note that coupons or vouchers for future travel would constitute a monetary refund.
Q: I have booked a trip, but only partially paid for it. Am I only considered to have ‘booked’ my trip when it is fully paid for?
A: If you are contractually obliged to pay the remaining sum of your trip, then we will take the date that you initially booked the trip as your ‘booking’ date. If not, then we will take the date that you completed payment.
Quarantine, self-isolation and ‘lockdown’Q: I am being told I would need to quarantine for the first 14 days of my trip because of the area I am travelling to, but my holiday is only 14 days long (or less). Can I make a claim for cancellation?
A: It would depend on whether the Coronavirus general exclusion was in place at the time you bought your policy.
If your policy includes the Coronavirus general exclusion (exclusion 36 in your policy wording booklet):
This is not covered under your policy.
If your policy does not include the Coronavirus general exclusion, or
If your annual policy has renewed onto one with the Coronavirus general exclusion but you booked your trip prior to that renewal:
We would consider a claim for cancellation unless at the time of booking there was something to suggest that a claim might be necessary.
You should approach your tour operators or service providers in the first instance, as they may be able to arrange a refund or rebooking. If they confirm they are unable to offer any refund or only a partial refund, please make a claim by downloading a claim form . Once completed, the form should be sent by email (along with electronic copies of any supporting documentation) to enquiries@travelclaimsservices.com. Please also email this address if you are unable download a form.
Q: If I’m abroad and the country/region I am in gets put into lockdown, what should I do?
A: If you are put into lockdown while abroad, contact our Medical Assistance team on +44 (0)207 748 0060. They will be able to give you guidance based upon your individual circumstances. The phone number is open 24 hours a day.
Q: If I have to self-isolate during my holiday, what should I do?
A: If you have to self-isolate while abroad, please contact our Medical Assistance team on +44 (0)207 748 0060. They will be able to give you guidance based upon your individual circumstances. The phone number is open 24 hours a day.
Q: If someone I’m booked to travel with (and who is also listed as an additional traveller on my travel policy) has to self-isolate, and this affects our ability to travel, am I able to make a claim?
A: Yes – if someone in your party is medically diagnosed with Coronavirus or personally instructed to isolate by an NHS service or medical professional we would consider a claim for cancelling or cutting short your holiday.
You should contact your service providers in the first instance as they may be able to arrange a refund or rebooking. If they confirm they are unable to offer any refund or only a partial refund, please make a claim by downloading a claim form . Once completed, the form should be sent by email (along with electronic copies of any supporting documentation) to enquiries@travelclaimsservices.com. Please also email this address if you are unable download a form.
Q: I’m on holiday and am worried that I may be put into quarantine or self-isolation. Would I be covered for a curtailment claim?
A: It would depend on whether the Coronavirus general exclusion was in place at the time you bought your policy.
If your policy includes the Coronavirus general exclusion (exclusion 36 in your policy wording booklet):
This is not covered under your policy.
If your policy does not include the Coronavirus general exclusion, or
If your annual policy has renewed onto one with the Coronavirus general exclusion but you booked your trip prior to that renewal:
We might consider a claim for curtailment, depending on the individual circumstances and providing that at the time of booking the trip there was nothing to suggest that a claim would be necessary.
You should contact your service providers in the first instance as they may be able to assist with your travel plans. If they confirm they are unable to assist, and don’t offer any refund or only a partial refund, please make a claim by downloading a claim form . Once completed, the form should be sent by email (along with electronic copies of any supporting documentation) to enquiries@travelclaimsservices.com. Please also email this address if you are unable download a form.
Q: If either the UK or my local area goes back into lockdown before I am due to travel, can I make a claim for cancellation?
A: It would depend on whether the Coronavirus general exclusion was in place at the time you bought your policy.
If your policy includes the Coronavirus general exclusion (exclusion 36 in your policy wording booklet):
This is not covered under your policy.
If your policy does not include the Coronavirus general exclusion, or
If your annual policy has renewed onto one with the Coronavirus general exclusion but you booked your trip prior to that renewal:
We would consider a claim for cancellation unless at the time of booking there was something to suggest that a claim might be necessary.
You should approach your tour operators or service providers in the first instance, as they may be able to arrange a refund or rebooking. If they confirm they are unable to offer any refund or only a partial refund, please make a claim by downloading a claim form . Once completed, the form should be sent by email (along with electronic copies of any supporting documentation) to enquiries@travelclaimsservices.com. Please also email this address if you are unable download a form.
Upgrading my policyQ: I have a European annual multi-trip policy that I bought before the Coronavirus exclusion was introduced. I’ve booked a trip to the Caribbean and need to upgrade my policy to Worldwide. Will I still be covered for Coronavirus?
A: The upgrade would constitute the purchase of a new policy, therefore you would have updated terms and conditions. This means that you would only be covered for:
Please be aware there is no cover for any other Coronavirus related claims, and all other terms and conditions of the policy apply.
Q: If I purchased the mid-range level of cover before the Coronavirus exclusion was introduced, but now want to upgrade to the higher-level, will I still be covered for Coronavirus?
A: The upgrade would constitute the purchase of a new policy, therefore you would have updated terms and conditions. This means that you would only be covered for:
Please be aware there is no cover for any other Coronavirus related claims, and all other terms and conditions of the policy apply.
Q: If I forgot to declare all relevant medical conditions at the point of purchase, and have to call up to do this, will I still be covered for Coronavirus?
A: It is vitally important that you take care to declare all relevant medical conditions to us at the point of sale, to ensure that you have a policy which meets your particular demands and needs. However, should you have to call to declare further conditions post-sale, you will continue to have the same level of Coronavirus cover as you had prior to the new declaration.
Changes to travel datesQ: If my tour operator changes my outbound travel dates, will I still be covered for Coronavirus, or will this count as a ‘new’ trip?
A: If the change to your travel dates does not result in a change or extension to your policy dates (for example if you have an annual multi-trip policy) then we would not consider this to be a new trip, and you would have the same level of cover that was in place before your travel dates were changed.
However, if this means that we have to move the dates of your policy to accommodate your new travel dates, then we will assess such requests on a case by case basis, taking into account your individual circumstances.
Q: I haven’t travelled yet and want to rearrange my travel dates. Will this affect my cover?
A: If the change to your travel dates does not result in a change or extension to your policy dates (for example if you have an annual multi-trip policy) then we would not consider this to be a new trip, and you would have the same level of cover that was in place before your travel dates were changed.
However, if this means that we have to move the dates of your policy to accommodate your new travel dates, then we will assess such requests on a case by case basis, taking into account your individual circumstances. For customers with single trip policies, if the change in dates does not affect the duration or destination of your trip, we can move your policy start date up to a maximum of 12 months from the date of the original trip.
Q: I purchased my annual multi-trip policy before the Coronavirus general exclusion was introduced, but the policy didn’t start until afterwards. Am I covered for Coronavirus?
A: You have cover for Coronavirus under the terms and conditions of your policy, unless at the time of booking your trip there is something to suggest that it is unlikely to go ahead. Factors we will take into account include the FCDO advice, UK government restrictions, and restrictions at your destination at the time of booking. You can check the current FCDO advice here. If you decide to travel against the FCDO’s advice, you will not be covered for any subsequent claim.
Please note that with annual multi-trip policies, you are not covered for the cancellation of your trip until the policy start date.
There is separate FCDO cruise advice which supersedes any specific country advice.
Whether you’re covered or not depends on when you bought your policy:
If you bought an Asda Money Travel Insurance policy after 18th October 2021 and the FCDO advises against cruises because of Coronavirus, then you would still be covered for any non-Coronavirus-related claims in line with the usual terms and conditions. You would not be covered for any Coronavirus-related claims, including emergency medical cover or choosing not to travel because of the advice.
If you bought your policy before 1st September 2021 and the FCDO advises against cruises, then you would not be covered if you went anyway.
Q: My cruise is cancelled due to Coronavirus. Can I claim?
A: It would depend on whether the Coronavirus general exclusion was in place at the time you bought your policy.
If your policy includes the Coronavirus general exclusion (exclusion 36 in your policy wording booklet):
This is not covered under your policy.
If your policy does not include the Coronavirus general exclusion, or
If your annual policy has renewed onto one with the Coronavirus general exclusion but you booked your trip prior to that renewal:
We would consider a claim for cancellation unless at the time of booking the FCDO were already advising against cruise travel, or there was something else to suggest that a claim might be necessary.
You should approach your tour operators or service providers in the first instance, as they may be able to arrange a refund or rebooking. If they confirm they are unable to offer any refund or only a partial refund, please make a claim by downloading a claim form . Once completed, the form should be sent by email (along with electronic copies of any supporting documentation) to enquiries@travelclaimsservices.com. Please also email this address if you are unable download a form.
Q: My cruise is still going ahead, but the FCDO advises against cruise travel. Can I make a claim for cancellation?
A: It would depend on whether the Coronavirus general exclusion was in place at the time you bought your policy.
If your policy includes the Coronavirus general exclusion (exclusion 36 in your policy wording booklet):
This is not covered under your policy.
If your policy does not include the Coronavirus general exclusion, or
If your annual policy has renewed onto one with the Coronavirus general exclusion but you booked your trip prior to that renewal:
We would consider a claim for cancellation unless at the time of booking the FCDO were already advising against cruise travel, or there was something else to suggest that a claim might be necessary.
You should approach your tour operators or service providers in the first instance, as they may be able to arrange a refund or rebooking. If they confirm they are unable to offer any refund or only a partial refund, please make a claim by downloading a claim form . Once completed, the form should be sent by email (along with electronic copies of any supporting documentation) to enquiries@travelclaimsservices.com. Please also email this address if you are unable download a form.
Q: I am booked to go on a cruise but I did not buy the optional cruise upgrade. Will my policy cover me if my cruise itinerary changes?
A: No. Additionally, the FCDO currently advise against all cruise travel. If you decide to travel against the FCDO’s advice, you will not be covered for any subsequent claim.
Guidance on other issues during travelQ: If I am abroad and the UK closes its borders due to Coronavirus, what should I do?
A: In the unlikely event that the UK closes its borders while you’re abroad, you should contact your service providers in the first instance as they may be able to assist you. However, you may also contact our Medical Assistance team on +44 (0)207 748 0060 should you need to. They will be able to give you guidance based upon your individual circumstances. The phone number is open 24 hours a day.
If the border closure means that you have to cut your holiday short, you may be able to claim depending on when you bought your policy:
If your policy includes the Coronavirus general exclusion (exclusion 36 in your policy wording booklet):
This is not covered under your policy.
If your policy does not include the Coronavirus general exclusion, or
If your annual policy has renewed onto one with the Coronavirus general exclusion but you booked your trip prior to that renewal:
We would consider a claim for cutting short your trip unless at the time of booking there was something to suggest that a claim might be necessary.
You should approach your tour operators or service providers in the first instance, as they may be able to assist you or offer a refund. If they confirm they are unable to offer any refund or only a partial refund, please make a claim by downloading a claim form . Once completed, the form should be sent by email (along with electronic copies of any supporting documentation) to enquiries@travelclaimsservices.com. Please also email this address if you are unable download a form.
Q: What do I do if I have missed my homeward flight and cannot contact my flight provider?
A: Contact our Medical Assistance team on +44 (0)207 748 0060. They will be able to give you guidance based upon your individual circumstances. The phone number is open 24 hours a day.
Q: If my visa runs out while I’m abroad due to having been placed in quarantine, and I get fined as a result, will I be covered?
A: It would depend on whether the Coronavirus general exclusion was in place at the time you bought your policy.
If your policy includes the Coronavirus general exclusion (exclusion 36 in your policy wording booklet):
This is not covered under your policy.
If your policy does not include the Coronavirus general exclusion, or
If your annual policy has renewed onto one with the Coronavirus general exclusion but you booked your trip prior to that renewal:
We would consider a claim in these circumstances unless at the time of booking there was something to suggest that a claim might be necessary.
Q: I’m currently abroad, however my flight home (or one of my homeward flights) has now been cancelled due to Coronavirus. What am I covered for with regards to this flight?
A: It would depend on whether the Coronavirus general exclusion was in place at the time you bought your policy.
If your policy includes the Coronavirus general exclusion (exclusion 36 in your policy wording booklet):
This is not covered under your policy.
If your policy does not include the Coronavirus general exclusion, or
If your annual policy has renewed onto one with the Coronavirus general exclusion but you booked your trip prior to that renewal:
We would consider a claim in these circumstances unless at the time of booking there was something to suggest that a claim might be necessary.
You should approach your tour operators or service providers in the first instance, as they may be able to assist you or offer a refund. If they confirm they are unable to offer any refund or only a partial refund, please make a claim by downloading a claim form . Once completed, the form should be sent by email (along with electronic copies of any supporting documentation) to enquiries@travelclaimsservices.com. Please also email this address if you are unable download a form.
If you end up stuck overseas and unable to return to the UK, your existing policy will automatically extend in line with the terms and conditions for up to 30 days to cover you until you’re reasonably able to return home. If you are unable to arrange and/or pay for an alternative flight, please contact our Medical Assistance team on +44 (0)207 748 0060. They will be able to give you guidance based upon your individual circumstances. The phone number is open 24 hours a day.
Q: If the FCDO advice changes while I’m abroad, will my medical expenses be covered if I contract Coronavirus?
A: As long as the FCDO were not advising against travel to your destination when you set off, you will be covered for medical expenses if you need treatment for Coronavirus while abroad, including up to £2,000 to cover additional accommodation costs if this treatment means you need to extend your trip.
However, if the FCDO advise that you should return to the UK immediately, and you decide not to, you will not be covered for any Coronavirus-related claims that arise as a result of your decision to stay abroad (e.g. in the event that you contract the virus, or experience further delays/cancellations during your trip home).
If you are unable to leave and you contract the virus, cover would be provided for medical expenses. If you experience symptoms, you should contact our Medical Assistance team in the first instance on +44 (0)207 748 0060. They will be able to give you guidance based upon your individual circumstances. The phone number is open 24 hours a day.
Q: I am a customer with a Backpacker policy currently abroad and the FCDO advise against travel to one of my destination countries. I would like to return home on a home visit until it is safe to travel back there. I am likely to be home for more than the allowed 14 days, is this okay?
A: Yes, we will allow you to use one home visit to stay back in the UK until such time as the FCDO advise it is safe to travel back to your destination country. Please note that cover is not in place for the time that you are back in the UK, but resumes when you return to your destination.
Unfortunately, our policies do not provide cover for flights or connections missed due to delays at check-in or customs. When planning your trip, make sure that you allow enough time to get through the airport, and bear in mind that queues may be significantly longer for UK passport holders post-Brexit.
If I'm denied entry to an EU country because I can't show I have enough money for my stay, can I claim for my missed holiday and return flight?
When arriving in an EU country after Brexit, you may need to show that you have enough money to cover your stay. If you're not able to do this, and are denied entry, travel insurance will NOT cover any costs incurred.
More information about travelling to the EU after Brexit can be found here.
If my passport doesn't have enough time on it due to the new rules, and I can't get a new one before my trip, can I cancel?
Our policies do not provide any cover for travellers who don't have a valid passport or visa.
You can check whether your passport will be valid for travel here.
If your passport isn't valid, make sure you apply for a replacement in plenty of time - renewing an adult passport should only take around three weeks, but it's best to do it as soon as possible.
Am I covered for medical costs and will I have to pay upfront? Do I need to notify you?After Brexit, medical expenses will be covered in Europe just as they are in the rest of the world. You will need to contact our 24-hour emergency assistance team before receiving any hospital treatment or incurring costs of £500 or more, otherwise the amount we pay out may be limited.
If I am stopped on my outbound journey as I would have overstayed my visa free period during that trip, can I claim for cancellation?
Our policies do not provide any cover for travellers who don't have a valid visa. Check whether you'll need a visa in plenty of time, and arrange for an extension if you're going to be exceeding the visa-free period.
There's information about travelling to the EU after Brexit, including information about visas, here.
If I am refused entry to an EU country as I don’t have a return ticket, am I covered for any parts of the trip that I have missed?
When arriving in an EU country after Brexit, you may need to show that you have an onward or return ticket. If you're not able to do this, and are denied entry, travel insurance will NOT cover any costs incurred.
More information about travelling to the EU after Brexit can be found here.
How is my EHIC card affected?All EHIC cards issued before the end of 2020 will be valid until their expiry date (on the front of your card), entitling you to reduced cost or Free State healthcare within the EU countries that you visit. Your travel insurance will cover you for other medical costs, which are not covered under the EHIC arrangement or alternative reciprocal health agreement, subject to the terms and conditions of your policy.
However, for those whose cards have expired, you will not be able to apply for a replacement card. The Government has now introduced a new UK Global Health Insurance Card (GHIC), which entitles you to the same cover as the EHIC and is free to obtain from the official GHIC website. You should apply at least ten days before you plan to travel to ensure your GHIC card arrives on time.
Am I covered if I am not permitted entry to a country as I don’t have a visa?Our policies do not provide any cover for travellers who don't have a valid visa, so check whether you'll need one and apply in plenty of time.
There's information about travelling to the EU after Brexit, including information about visas, here.
Can I cancel because the pound value has changed and my hotel is now 50% more expensive?No, sorry. Exchange rates are constantly changing, both up and down, and we don't provide cover for this.
What if I incur additional costs for my holiday related to Brexit (e.g. charges for visas or additional taxes)?
There is no cover under our polices for additional costs due to Brexit, whether charges for visas, extra taxes, or increased costs due to exchange rate changes.
Will I be covered if my flights are delayed due to Brexit?It would depend on the reason for the delay - our policies cover delayed departure due to strikes or industrial action, poor weather, or mechanical breakdown. Delays due to reasons other than these would not be covered.
If your flight was delayed for more than 24 hours, and the delay was due to one of the reasons listed above, we would consider a claim if you chose to abandon your trip.
You'll still be able to drive in the EU after Brexit, but there will be a number of new rules. These will include carrying a Green Card to prove you have car insurance, displaying a GB sticker and, for some countries, obtaining an International Driving Permit (IDP).
You can find more information about the new requirement here.
No cover is provided under our policies for the cost of these documents, or for the consequences of not obtaining them.
Am I covered for cancellation if I can't travel with my pet after Brexit?After Brexit, EU pet passports will no longer be valid. You can still travel with your pet, but you'll need to obtain an animal health certificate (AHC) instead. Information about travelling with a pet after Brexit can be found here.
Make sure that you apply for an AHC in good time - our policies won't cover a cancellation claim due to your pet not having the correct documentation.
