Please note: This is a live web page and is frequently updated with the latest information form our Underwriters. Last updated 03/06/2021
Please take the time to read this as emails may take up to three (3) business days to respond to!
Purchasing a New policy
Can I buy a new policy?
Yes you can, but you should note that
a) ALL our policies exclude cover, under all sections of the policy, for claims directly or indirectly related to the fear or threat of a pandemic and/or epidemic, including but not limited to Coronavirus (Covid-19).
b) Our policies exclude cover for claims directly or indirectly related to a pandemic and/or epidemic, including but not limited to Coronavirus (Covid-19).
This general exclusion applies to all sections of cover with the exception of:
‘Essential’ & ‘Classic’ policies only
- Section B1 (Medical and other expenses outside of the United Kingdom)
- Section B2 (Expenses within the United Kingdom)
‘Premier’ policies only
- Section A (Cancelling your trip)
- Section B1 (Medical and other expenses outside of the United Kingdom)
- Section B2 (Expenses within the United Kingdom)
- Section C (Cutting your trip short)
as long as prior to your trip commencing, the Foreign, Commonwealth & Development Office (FCDO) had NOT advised against all (or all but essential) travel to your intended destination.
It is your responsibility to check the latest advice from the FCDO prior to commencing your trip, which you can find at https://www.gov.uk/foreign-travel-advice.
Existing Policies – changes
I need to cancel my policy, can I get a refund? (Outside of the 14 day cooling off period)
If you have not travelled, nor made a claim and will not be making a claim then Yes.
Applicable to all policies:
You will need to contact the company you bought your policy from, with your policy certificate, the reason for the cancellation and confirmation that you have not travelled, no claims have been made and that you are not intending to claim, and the policy will be cancelled for you and a refund made. Your policy will be cancelled from the date you request your policy to be cancelled.
For Single Trip policies, you will be entitled to a refund, subject to a deduction of 30% of the premium paid to represent the period during which you have been on risk for cancellation cover.
For Annual Multi-Trip policies, you may be entitled to a refund depending on how long ago you purchased the policy. Please refer to the terms outlined under the ‘Cancellation and Refunds’ section of the policy wording, which can be found on page 13.
My trip has been moved to a date in the future, can I change the dates on my Single Trip policy?
Please contact us with details of your situation and this will be considered on a case by case basis.
We are unable to amend the dates of an annual multi trip policy.
I’m abroad and I would like to stay longer, can I extend my policy?
If your policy hasn’t yet expired, there is no change to the health of anyone insured under the policy, no claims have been made or are intended to be made, then please contact us with details of your situation and this will be considered on a case by case basis.
I’m abroad and my original flight home has been changed by the airline and now occurs after my policy end date
If, due to unexpected circumstances beyond your control, for example due to unavoidable change to travel plans as a result of airline reduction and border closures etc.., your trip cannot be completed within the period of cover shown in your policy certificate, please contact us with details of your situation and this will be considered on a case by case basis.
You will be required to evidence this unavoidable change to your travel plans e.g. emails to airlines, travel agents, tour ops.
Am I still insured if I travel against the advice of the FCDO?
No. Your policy will not provide cover if you decide to travel against the advice of the FCDO. This would be for ‘All Travel’ and ‘All but Essential Travel’.
Am I still insured if I travel to a country on the ‘Red’ or ‘Amber’ list?
The English Government’s traffic light system sets out the quarantine and testing requirements for travellers returning to England from overseas. Whether or not you will be insured depends on the FCDO advice in place for your trip destination at the time of departure. Your policy will not provide cover if you decide to travel against the advice of the FCDO. This would be for ‘All Travel’ and ‘All but Essential Travel’.
To view our guide explaining the traffic light system in more detail please visit https://www.nowtravelinsurance.com/traffic-light-explained/
I’m abroad and have symptoms of Coronavirus/COVID19
Your policy provides cover under Section B1 (Medical and other expenses outside of the United Kingdom), as long as, prior to your trip commencing, the Foreign, Commonwealth & Development Office (FCDO) had NOT advised against all (or all but essential) travel to your destination. You must contact the Medical Emergency Assistance Company or someone must do so on your behalf. Full details are provided in your policy wording.
I’m abroad and have tested positive for Coronavirus/Covid-19
Your policy provides cover under Section B1 (Medical and other expenses outside of the United Kingdom), as long as, prior to your trip commencing, the Foreign, Commonwealth & Development Office (FCDO) had NOT advised against all (or all but essential) travel to your destination. You must contact our Medical Emergency Assistance Company or someone must do so on your behalf. Full details are provided in your policy wording.
I’m abroad, in a ‘green list’ country, which is being moved to the ‘amber’ or ‘red’ list
OR
I’m abroad, and the FCDO have changed their advice in respect of the country I am in due to Covid-19 risks
Your policy remains valid, as long as, prior to your trip commencing, the Foreign, Commonwealth & Development Office (FCDO) had NOT advised against all (or all but essential) travel to your destination. If the FCDO advise that travellers in your destination should return home immediately, and you choose to ignore this advice, this will invalidate your policy.
It is your responsibility to adhere to any quarantine requirements on your return to the UK. If you decide to return early from your trip to avoid quarantine requirements, and incur travel costs in doing so, no cover would be provided for the costs of this. Similarly, no cover is provided under the policy for any costs of hotel quarantine, or Coronavirus testing expenses. Unfortunately we are only able to provide cover for very specific circumstances, as detailed in your policy wording, and this is not one of them.
If, due to unexpected circumstances beyond your control, for example due to unavoidable change to travel plans as a result of airline reduction and border closures etc.., your trip cannot be completed within the period of cover shown in your policy certificate, please contact your issuing agent with details of your situation and this will be considered on a case by case basis.
You will be required to evidence this unavoidable change to your travel plans e.g. emails to airlines, travel agents, tour ops.
I have a forthcoming trip booked to a country, which is now being moved from the ‘green’ list to the ‘amber’ or ‘red’ list. Am I still covered to travel?
Your policy remains valid, as long as, on the date your trip commences, the Foreign, Commonwealth & Development Office (FCDO) does NOT advise against all (or all but essential) travel to your destination. It is your responsibility to adhere to FCDO guidance and any quarantine requirements on your outbound journey and your return to the UK. No cover is provided under the policy for any costs of quarantine, or Coronavirus testing expenses. Unfortunately we are only able to provide cover for very specific circumstances, as detailed in your policy wording, and this is not one of them.
I have a forthcoming trip booked to a country which when I booked, the Foreign, Commonwealth & Development Office (FCDO) did NOT advise against all (or all but essential) travel. However the FCDO have now changed their travel advice in respect of this destination due to Covid-19 risks. Am I still covered to travel?
No. There is no cover for any trip where on the date your trip commences, the Foreign, Commonwealth & Development Office (FCDO) advise against all (or all but essential) travel to your destination.
I have a forthcoming trip booked to a country which is now being moved from the ‘green’ list to the ‘amber’ or ‘red’ list. Am I able to make a claim for Cancellation?
No, this is not covered under your policy. Unfortunately we are only able to provide cover for very specific circumstances, as detailed in your policy wording, and this is not one of them.
I have a forthcoming trip booked to a country when I booked, the Foreign, Commonwealth & Development Office (FCDO) did NOT advise against all (or all but essential) travel. However the FCDO have now changed their travel advice in respect of this destination due to Covid-19 risks. Am I able to make a claim for Cancellation?
No, this is not covered under your policy. Unfortunately we are only able to provide cover for very specific circumstances, as detailed in your policy wording, and this is not one of them.
My forthcoming trip has been cancelled, can I make a claim?
If your tour operator, booking agent or airline has cancelled your trip you should in the first instance speak to them about a refund or alternative. This may include your travel agent, accommodation and transport providers
Under Section 75 of the Consumer Credit Act, if you pay on your credit card for an individual item costing more than £100, the card company’s equally liable if something occurs (goes wrong). You should contact your credit card issuer for more information.
Please follow this link for more information: http://www.legislation.gov.uk/ukpga/1974/39/section/75
Similarly, if you paid by debit or charge card you should contact your card issuer for advice as you may be able to make a claim under their charge back rules/scheme.
Another helpful link is: https://www.caa.co.uk/Passengers/Resolving-travel-problems/
Full details of the policy coverage including the terms, conditions and exclusions can be found in your policy wording document.
The simplest and fastest way to make a claim is: www.submitaclaim.co.uk/now
Or you can contact the claims company as follows:
e-mail: info@csal.co.uk
Claims Settlement Agencies
308-314 London Road
Hadleigh
Essex SS7 2DD
Will there be cover if I have to cancel my trip because I am displaying symptoms of Coronavirus (Covid-19) and am unable to travel?
For policies purchased on or after 1st December 2020:
No. There is no cover under Section A (Cancelling your trip), if you have symptoms of Coronavirus (Covid-19).
However, if you have purchased a ‘Premier’ policy and if:
a) you subsequently test positive for Coronavirus (Covid-19) and it is within 14 days of your trip departure date, or
b) you are subsequently admitted to hospital due to testing positive for Coronavirus (Covid-19) after the purchase of this policy,
your policy will provide cover under Section A (Cancelling your trip), if it is necessary and unavoidable to cancel your trip. When submitting a claim, you must provide (at your own expense) a positive official test result confirming your diagnosis of Coronavirus (Covid-19).
There is no cover under the ‘Essential’ or ‘Classic’ policies.
For policies purchased between 17th March 2020 and 30th November 2020:
No. There is a general exclusion relating to a pandemic and/or epidemic (including Coronavirus (Covid-19)) that applies to all sections of cover, with the exception of Section B1 (Medical and other expenses outside of the United Kingdom).
I have tested positive for Coronavirus (Covid-19) and will have to cancel my trip because I am unable to travel. Can I claim?
For policies purchased on or after 1st December 2020:
If you have purchased a ‘Premier’ policy and either:
a) you test positive for Coronavirus (Covid-19) and it is within 14 days of your trip departure date, or
b) you are admitted to hospital due to testing positive for Coronavirus (Covid-19) after the purchase of this policy
your policy will provide cover under Section A (Cancelling your trip), if it is necessary and unavoidable to cancel your trip. When submitting a claim, you must provide (at your own expense) a positive official test result confirming your diagnosis of Coronavirus (Covid-19).
There is no cover under the ‘Essential’ or ‘Classic’ policies.
For policies purchased between 17th March 2020 and 30 November 2020:
No. There is a general exclusion relating to a pandemic and/or epidemic (including Coronavirus (Covid-19) that applies to all sections of cover; with the exception of Section B1 (Medical and other expenses outside of the United Kingdom).
I am due to travel with my wife and two children. I have tested positive for Coronavirus
(Covid-19), although my wife and children have received a negative test result and continue to show no symptoms. I want to cancel my trip because I am unable to travel and my wife does not want to travel on her own with our children. Can I claim?
For policies purchased on or after 1st December 2020:
If you have purchased a ‘Premier’ policy and either:
a) an insured person named on the certificate tests positive for Coronavirus (Covid-19) and it is within 14 days of your trip departure date, or
b) an insured person named on the certificate are admitted to hospital due to testing positive for Coronavirus (Covid-19) after the purchase of this policy
Yes. Your policy will provide cover under Section A (Cancelling your trip), if it is necessary and unavoidable to cancel your trip. When submitting a claim, you must provide (at your own expense) a positive official test result confirming your diagnosis of Coronavirus (Covid-19).
There is no cover under the ‘Essential’ or ‘Classic’ policies.
For policies purchased between 17th March 2020 and 30th November 2020:
No. There is a general exclusion relating to a pandemic and/or epidemic (including Coronavirus (Covid-19) that applies to all sections of cover; with the exception of Section B1 (Medical and other expenses outside of the United Kingdom).
Someone I have been in contact with has tested positive for Coronavirus (Covid-19). I have been advised to self-isolate for 14 days, which means I will have to cancel my trip. Can I claim for cancellation of my trip?
For policies purchased on or after 1st December 2020:
No. There is no cover under Section A (Cancelling your trip), if you are advised to quarantine or you choose to self- isolate because of a person you have come into contact with having Coronavirus (Covid-19).
However, if you have a ‘Premier’ policy and if:
a) you subsequently test positive for Coronavirus (Covid-19) and it is within 14 days of your trip departure date, or
b) you are subsequently admitted to hospital due to testing positive for Coronavirus (Covid-19) after the purchase of this policy,
your policy will provide cover under Section A (Cancelling your trip), if it is necessary and unavoidable to cancel your trip. When submitting a claim, you must provide (at your own expense) a positive official test result confirming your diagnosis of Coronavirus (Covid-19).
There is no cover under the ‘Essential’ or ‘Classic’ policies.
For policies purchased between 17th March 2020 and 30th November 2020:
No. There is a general exclusion relating to a pandemic and/or epidemic (including Coronavirus (Covid-19) that applies to all sections of cover; with the exception of Section B1 (Medical and other expenses outside of the United Kingdom).
My GP has advised me not to travel, as I have underlying health conditions that place me at a higher risk’ from Coronavirus (Covid-19). Can I claim if I cancel my trip?
No. There is no cover under Section A (Cancelling your trip), if you are advised by a medical professional not to travel, as you have underlying health conditions that place you ‘at a higher risk’ from Coronavirus (Covid-19).
I am considered “vulnerable” and am currently shielding, am I covered if I cannot go on my planned trip?
Unfortunately we are only able to provide cover for very specific reasons, see Section A (Cancelling your trip) as detailed in your policy wording, and this is not one of them.
You should contact your tour operator, booking agent or airline to discuss your situation, as they may be able to assist you by offering you an alternative trip date or destination.