COVID-19 Coronavirus

Please note: This is a live web page and is frequently updated with the latest information form our Underwriters. Last updated 04/02/2021
Please take the time to read this as emails may take up to five (5) business days to respond to!

Purchasing a New policy

Can I buy a new policy now for a trip later in the year, or next year when we may be able to travel again?

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.

Existing Policies – changes

My trip has been cancelled. I don’t need to claim but I want to cancel my insurance policy. Can I get a refund?
(Outside of the 14 day cooling off period)

Single Trip policies

Please contact us, with your policy number, 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. The policy will then be cancelled for you and a refund made. Your policy will be cancelled from the date you request your policy to be cancelled.
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.

Annual Multi trip policies

If you purchased an annual multi trip policy you have not travelled, nor made a claim and will not be making a claim then Yes.
Please contact us, with your policy number, 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. 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.

If cover has started, you will be entitled to a pro-rata refund of premium, in accordance with the amounts shown below:

Period of cover: Refund due:
If cover has not started 100%
Up to two (2) months 60%
Up to three (3) months 50%
Up to four (4) months 40%
Up to five (5) months 30%
Up to six (6) months 25%
Six (6) months or over No refund

Please note: If your policy has already expired then no refund will be available.

 

My trip has been moved to a date in the future, can I change the dates on my 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.

 

Am I still insured if I travel against the advice of the FCO?

No. Your policy will not provide cover if you decide to travel against the advice of the FCO. This would be for ‘All Travel’ and ‘All but Essential Travel’.

 

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, evidence you have been in contact with the UK embassy within the country you are visiting for assistance.

 

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 and Commonwealth Office (FCO) had NOT advised against all (but essential) travel to your destination. You must contact the 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 am due to pay the balance on my holiday shortly. My trip destination is currently an area where the FCO are advising against all but essential travel.
Will I be covered if I pay the balance and then I am unable to travel due to FCO advice in the future?

You will need to follow your contractual obligations with your travel agent/tour operator. If you were to refuse to pay the balance of your holiday without the travel agent or tour operator cancelling the holiday it could be considered disinclination to travel and there would be no cover under your travel insurance policy. Which would mean that you wouldn’t be able to claim for your loss of deposit already paid.

If the trip hasn’t been cancelled, the travel agent/tour operator will in all likelihood be expecting you to pay over the balance of the holiday that you had committed to, but they in turn should provide you with protection of both your deposit and balance paid.

In the event that you pay over the balance of the holiday and the trip is then cancelled it will be for the travel agent/tour operator to reimburse you or offer an alternative at that point. Failing that you may have protection through ABTA if they are a member, or through your credit or debit card providers, all of which should respond before travel insurance.

 

I have an existing Annual Multi Trip policy that will shortly expire. Can I renew?

We will contact you before your current policy expires and provide you with details on how you can purchase a new annual multi trip policy. However, you should note that:

For an existing annual multi trip travel insurance customer with a policy start date prior to 17th March 2020:

If you booked a trip before the 17th March 2020; which has a departure date after the expiry of your current policy, if you contact us prior to your current policy expiring, and purchase a further annual policy on the same level of cover, for the same insured persons and without a break in cover, we will continue to offer cover for claims relating to the Coronavirus pandemic, as per your existing policy wording coverage, terms, conditions and exclusions for those trips you booked prior to 17th March 2020.

Please note however, that any new trips booked on or after the 17th March 2020, will NOT be covered for events caused directly or indirectly by the Coronavirus pandemic.

For policies purchased between 17th March 2020 and 30 November 2020:

Policies will exclude cover for claims directly or indirectly related to the fear or threat of a pandemic and/or epidemic, notably at this time Coronavirus (Covid-19) including any related and/or similar condition(s) howsoever called or any mutation of these. This exclusion applies to all sections of cover.

In addition, our policies will exclude cover for claims directly or indirectly related to a pandemic and/or epidemic, notably at this time Coronavirus (Covid-19) including any related and/or similar condition(s) howsoever called or any mutation of these.

This general exclusion applies to all sections of cover, with the exception of 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 intended destination.

For policies purchased on or after 1st December 2020:

Policies will exclude cover 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).
This exclusion applies to all sections of cover.

In addition, our policies will 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.

Full details of the coverage provided by your policy can be found within your policy wording provided to you at point of sale.

 

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/

Only if you purchased a travel insurance policy and booked your trip prior to 17th March 2020 may your policy provide cover under Section A – Cancelling your trip for:

  • travel and accommodation expenses which you have paid or have agreed to pay under a contract and which you cannot get back;
  • the cost of excursions, tours and activities which you have paid for and which you cannot get back; and
  • the cost of visas which you have paid for and which you cannot get back.

If after the time you booked your trip or purchased your policy, whichever is later, the Foreign and Commonwealth Office advises against all (but essential) travel to your intended destination.

Full details including the terms, conditions and exclusions can be found in your policy wording document.

There is no cover for you simply not wanting to travel.

Only claims where you have approached the appropriate provider for either refund/reimbursement or change to trip dates, prior to submitting a claim will be considered.

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).

If the policy was purchased prior to 17th March 2020:

Yes, if it is necessary and unavoidable to cancel your trip because an insured person is ill due to Coronavirus (Covid-19). You must provide (at your own expense) a medical certificate from insured person’s doctor stating that this necessarily and reasonably prevented you from travelling and submit a claim.

 

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).

If the policy was purchased prior to 17th March 2020:

Yes, if it is necessary and unavoidable to cancel your trip because an insured person is ill due to Coronavirus (Covid-19). You must provide (at your own expense) a medical certificate from insured person’s doctor stating that this necessarily and reasonably prevented you from travelling and submit a claim.

 

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).

If the policy was purchased prior to 17th March 2020:

Yes, if it is necessary and unavoidable to cancel your trip because an insured person named on the certificate is ill due to Coronavirus (Covid-19). You must provide (at your own expense) a medical certificate from the insured person’s doctor stating that this necessarily and reasonably prevented you from travelling and submit a claim.

 

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).

If the policy was purchased prior to 17th March 2020:

Yes, if it is necessary and unavoidable to cancel your trip because an insured person has been in contact with someone who has tested positive for Coronavirus (Covid-19). You must provide (at your own expense) evidence that it is necessary for an insured person to self-isolate and this reasonably prevented you from travelling.

 

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?

For policies purchased on or after 1st December 2020:

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).

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).

If the policy was purchased prior to 17th March 2020:

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.