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Frequently Asked Questions

Below is a list of frequently asked questions our customers have asked us. We will update this page whenever a question is asked by a customer that we feel is useful to other customers. If you are still having trouble finding information you can contact us here

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Policy Information

Coronavirus FAQ's

Foreign and Commonwealth Office Travel Advice.

On 17 March 2020, the Foreign and Commonwealth Office (FCO) advised against all but essential international travel for at least 30 days.

Our policies will not provide any cover whilst the Foreign and Commonwealth Office are advising against all but essential travel.

If you purchase a policy for later on in the year, cover will commence instantly when the FCO travel ban is lifted.

Coronavirus/Covid-19 Information

These policies were not designed to cover known or publicly announced events. As such, except for Medical and Repatriation Expenses, there is no cover for Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2), any mutation of Coronavirus, COVID-19 or SARs-COV-2 or any pandemic or fear or threat of any of these.

Am I covered for cancellation due to the coronavirus update?

There is no cover under this policy for cancellation, abandonment or curtailment claims if the Foreign and Commonwealth Office (FCO) advises you not to travel, for example where the FCO 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 the FCO has advised against all, or all but essential travel to an area where you are due to travel, you should contact your travel provider.

In this situation they have an obligation to provide you with a full refund or alternative holiday. If you are not due to travel for a few months your tour operator may choose to wait to see if anything changes before offering you a refund or alternative arrangements.

Am I covered for Emergency Medical Treatment & Repatriation if I contract Coronavirus abroad?

Yes. If you catch Coronavirus or require medical treatment whilst away, then yes cover will be in place for emergency and necessary treatment, so long as you have not travelled against FCO advice.

Customers should be aware that our policies are travel insurance policies and not private medical insurance meaning that there is no cover for any medical expenses incurred in private medical facilities if we have confirmed that medically capable public facilities are available.

Our policies will provide cover for repatriation (bringing you home) that is medically necessary. Our Assistance Team will liaise with your treating doctor(s) about your treatment plan and if required obtain a ‘fit to fly’ certificate. We also liaise with you and advise on, and put in place, suitable repatriation plans to get you home as soon as it is medically safe to do so in order to achieve your optimal recovery.

Can I extend my policy? I am abroad and I don’t want to come back to the UK.

Unfortunately, if your policy is due to expire and you are choosing to remain overseas, then we are unable to extend cover for you.

I am abroad and my amended flight home is after my policy end date,

If your flight has been amended by your flight company due to the recent events, then we can extend cover for you if you contact us. In the event of a medical emergency, as confirmed by the emergency assistance team, your cover is automatically extended provided you do not remain overseas beyond the date you have been advised to return home or had repatriation arrangements offered to you.

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

Yes. If you are offered an alternative destination and or dates from your travel agent, we are pleased to advise that we will shift your insurance policy to fit the new trip without any administration charges, providing the new trip is for the same duration and to the same location or geographical area.

What can I do with my policy if I am no longer travelling?

In the event that you are unable to move the trip to an alternative destination, and are offered a refund from your travel agent or tour operator, we are happy to cancel the policy and offer a refund of premium on the understanding that no claim is to be made against the policy. Single Trip and Annual policies will be refunded on a pro rata basis. Please note: Policy cancellations are subject to an administration charge of £10.

Where to find more information




Travel Insurance Toolkit

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