Coronavirus FAQs

Questions about cover for coronavirus? Read our FAQs and find out what our policies can do for you. If you would like to contact us, please note we are currently only available 09:00 to 17:30 Monday to Friday due to reduced operational capacity. Thank you.

Coronavirus FAQs

Updated on 03 July 2020

Our policies will cover emergency accommodation and medical repatriation if you get infected by Coronavirus (COVID-19) whilst away. No cover will apply under any other section of the policy for claims related to Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS- COV-2) or any mutation of Coronavirus, COVID-19 or SARs-COV-2 - including cancellation of your trip.

Am I insured if I travel against the advice of the FCDO or any other Government department?

  • No cover will be provided if you decide to travel against the advice of the Foreign, Commonwealth & Development Office (FCDO) or any other Government department. This would be for 'All Travel' and 'All but Essential Travel' unless customers have contacted us in advance with their reasons for travel and cover has been agreed in writing.

Am I covered for cancellation due to the Coronavirus?

  • This type of event is usually not covered across the travel insurance industry for cancellation. That's because most policies outline permissible reasons for cancelling a holiday, and the "fear of an epidemic, pandemic, infection or allergic reaction" or a change in Foreign, Commonwealth & Development Office (FCDO) travel advice is not one of those reasons.

  • There is no cover under our policy for cancellation, abandonment or curtailment claims if the Foreign, Commonwealth & Development Office (FCDO) or any other Government department advises you not to travel, for example where the FCDO advise against all but essential travel to an area affected by Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2) or any mutation of Coronavirus, COVID-19 or SARs-COV-2.

  • If you have booked a package holiday and you want to cancel or change your plans, we advise you to contact your accommodation provider, travel agent or tour operator in the first instance. Consumer advice for travellers is available from ABTA.

  • If you are not able to amend your trip and have a medical justification for having to cancel, we would be happy to discuss your situation on a case-by-case basis. Here's the information you need to make a claim.

What can I do if my travel company have cancelled my trip due to Coronavirus?

  • If your travel company or accommodation provider has cancelled your trip because of the Coronavirus, then it will often be their responsibility to offer you a different holiday. Alternatively they may be able to offer you a refund or compensation. If you've paid for your trip with a credit card, including flights, section 75 of the Consumer Credit Act of 1974 gives you legal protection if things go wrong. If this is the case, it's best for you to contact your credit card company directly to make a claim.

Can my policy be changed to suit a 'new/different' holiday or trip?

If you are offered alternative dates, we are pleased to advise that we will shift your insurance policy to fit the new trip, providing the new trip:

  • Begins within 18 months of the date of the original policy sale.

  • Begins on or after 4th July 2020.

An additional premium may be due for changes to the cost of your holiday as well as holidays that are due to start more than 12 months after the original policy sale. We will contact you if this is the case.

Date change requests can be made using this form.

What can I do with my policy if I am no longer travelling and have received a refund for my holiday?

  • In the event that you are unable to move the trip to alternative dates, and are offered a refund from your operator, we are happy to offer a full refund of your premium within 14 days of purchase on the understanding that no claim is to be made against the policy.

  • If you wish to cancel outside of 14 days, you will be entitled to a refund of 50% of your policy premium - as long as you haven't yet travelled and haven't used your policy to start a new claim.

Please contact us to cancel your policy.

I have been told to self-isolate/self-quarantine by my doctor, am I covered to cancel my holiday?

  • Your policy won't cover you having to cancel your holiday if you've been told to self-isolate as a precaution. In this case you should contact your accommodation provider to ask about refunds or changing your travel date.