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.

Your questions answered

I am going on holiday in the UK. Can I use Guest First to insure my booking?

Yes of course! We specialise in providing affordable cover for UK holidays and residential courses to protect you against the costs of unexpected cancellation, lost or damaged luggage and more. Cost-effective, quick and easy. Start a new quote here.

What are your opening hours?

For new quotes and general queries, you can reach our UK customer service team Monday to Friday from 8:30am until 7.00pm, and on Saturdays from 9.00am until 4.00pm. All the contact details you need are here.

Our claims team (operated by Travel Claims Facilities) is available Monday to Friday from 8:00am until 8.00pm, and on Saturdays from 9:00am until 1.00pm. Here's some guidance on how to make a successful claim.

For immediate advice on medical claims and other urgent issues, our emergency assistance helpline (operated by Emergency Assistance Facilities) is available 24/7. Here are the contact details.

I have a medical condition. Can you still cover me?

It's highly likely. We can cover hundreds of medical conditions without the need for medical screening. For more information take a look at the terms and conditions on page six of our policy wording.

Is there an age limit on Guest First policies?

No there isn't. We can insure people of any age over the phone if you call us on 0345 90 80 101. Alternatively people aged up to 100 can get quick cover online. It only takes a few minutes.

How much does a policy with Guest First cost?

We calculate premiums per party based on the cost of your holiday. You can quickly see how much your premium will be - without getting a quote - using this simple table.

What's the maximum holiday value that Guest First can insure?

We can provide up to £4,000 of cover per booking.

Do you cover travel delay?

Yes, you can make a successful claim for pre-booked public transport that is delayed by six hours or more. Find out what else our policies cover.

We're travelling by train and booking our tickets in advance. Is the cost of our tickets covered?

We can cover the cost of pre-booked public transport, as long as it's included in the total cost of your holiday when you purchase your policy. If you'd like to make changes to a policy you have already purchased please call our customer service team on 0345 90 80 101.

I'm going on a UK-only cruise. Will Guest First cover me?

Unfortunately not, but we know who can. Visit our sister company World First for specialist cruise cover that won't sink your budget.

Do Guest First policies cover foreign travel?

No, Guest First is designed for UK holidays and residential courses only. However we have a sister company called World First that offers flexible, cost-effective policies to all kinds of travellers going to all kinds of places.

Can I make claims that relate to adverse weather?

Not with some insurers, but you can with us. For instance we can cover disruption to your plans when adverse weather causes the delay or cancellation of public transport. If you are travelling in your own vehicle we will not be able to cover you. However we do offer a breakdown benefit of £200 per vehicle.

I'm going on holiday with a friend. Can we both get cover on the same policy?

Yes you can. In fact we can cover up to twelve people on one policy. Simply add together the cost of the holiday for your whole party and use our simple table to see how much your premium will be. Or just go ahead and start your quote. Alternatively you can call our customer service team on 0345 90 80 101.

How do I make a claim?

It's straightforward to make a claim on your Guest First policy – and help is always available when you need it. Everything you need to know about making a successful claim is explained on this page. All claims are handled by Travel Claims Facilities who work on behalf of the insurer URV.

In the event of a claim, will I need to pay an excess?

The excess fee is the money that you contribute in the event of a successful claim and is deducted from your pay out. It's a normal part of an insurance policy. For cancellation, possessions and repatriation claims the excess is £40. For claims relating to pre-existing medical conditions the excess is £80. And for personal liability claims the excess is £100. Or for an extra payment of £9 when you purchase your cover, you can remove the excess from your policy. If you already have a policy and would like to add the excess waiver, call our customer services team on 0345 90 80 101.

What happens if a friend, family member or colleague becoming ill forces me to cancel my holiday?

We cannot provide cover for the cancellation or curtailment of your plans due to a friend, family member or third party who is not travelling with you and not insured with us falling ill as a result of a pre-existing medical condition or a medical condition for which medication, advice or treatment has been received.

Who is Guest First underwritten by?

Guest First is underwritten by Travel Insurance Facilities Group and insured by Union Reiseversicherung AG (URV), part of Germany's largest banking group, Versicherungskammer Bayern Group (VKB Group).You can find out a little more about Travel Insurance Facilities on this page.

Who owns Guest First?

We are proud to be part of Rothwell & Towler Ltd, which started as a family-owned insurance company back in 1973 and remains family-run to this day. Rothwell & Towler is a wholly owned subsidiary of CSP Holding Limited, which includes Lloyd's Brokers and Crispin Speers & Partners Ltd (CSP).