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COVID-19 Frequently Asked Questions

If you have any questions about COVID-19 and your travel insurance, we’re happy to help. You can find answers to our most frequently asked questions below.

Before You Go

What’s covered

What’s not covered

Am I covered if I test positive for Coronavirus (COVID-19) before I travel?

Yes, you’re covered for cancellation costs if either you or someone you’re travelling with tests positive for COVID-19 before you go.  The diagnosis must be provided via an approved PCR or lateral flow test with a CE mark* and be received within 14 days of your travel date. You wouldn’t be covered if you had received a diagnosis or had symptoms before this unless you are admitted to hospital (see below).

Am I covered if I don’t get my test result back in time to travel or have an inconclusive test result?

No, this would not be covered. If this happens you should speak with your tour operator or travel provider to see if they can assist.

Am I covered if I’m admitted to hospital with Coronavirus (COVID-19) before I go?

Yes, you’re covered for cancellation costs if either you or someone you’re travelling with, or a person you’re due to stay with, are admitted to hospital within 28 days of your travel date.

Am I covered for quarantine hotel costs if the country I am travelling to changes from a green to a red list country?

No, you would not be covered for hotel costs to quarantine upon return to the UK. You can monitor the advice for your destination at https://www.gov.uk/foreign-travel-advice.

Am I covered to cancel my trip if I’m advised to self-isolate by NHS Test and Trace?

You will be covered to cancel your trip up to 14 days before departure if you’re contacted by NHS Test and Trace and told that you must self-isolate. This cover does not apply if you are contacted within 48 hours of purchasing your policy.  Please remember to keep the text or email alert you received from NHS Test and Trace, as you’ll need this to make your claim.

Can I claim for cancellation if the country I am travelling to is on the UK’s list of red list countries?

No. Please contact your travel provider, as they may be able to change your dates or provide a refund.

Am I covered to travel if the country I’m going to is on the UK’s red list of countries?

The traffic light status doesn’t change your policy’s validity. Please note no cover is provided to countries where the Foreign, Commonwealth & Development Office or World Health Organisation has advised against travel, or all but essential travel unless this advice relates to COVID-19 and you have a Single Trip European policy.

Am I covered for cancellation if the Foreign, Commonwealth and Development Office (FCDO), World Health Organisation (WHO) or local regulator advise against all or all but essential travel?

There is no cover for cancellation or curtailment of your trip in these circumstances, however you will still be covered if you decide to travel (providing you have purchased a single trip policy and are travelling within Europe and the FCDO advice is solely related to coronavirus).

There is no cover for Annual Multi Trips or any trip outside Europe.

Does COVID-19 cover apply to UK trips?

Yes. Although you won’t need medical cover for staycations in the UK, you could still lose out on any pre-booked accommodation and travel costs if you don’t have travel insurance in place.

You will still benefit from cancellation and curtailment cover. So, if you or a travelling companion can’t travel due to a positive test for COVID-19 within 14 days of your trip, or if you’re hospitalised with COVID-19 within 28 days before the start of your trip, you can claim to recover travel and accommodation costs.

You’ll also be covered for cancellation and curtailment if your booked accommodation has to close due to a you, a guest or an employee being diagnosed with coronavirus after you have checked in; or if a member of your group is in the emergency services or the armed forces, and they’re called back for duty.

I don’t want to travel as the country I’m travelling to now requires me to quarantine on arrival or follow a testing procedure

No. We understand how this can make your trip less enjoyable and means you may incur additional costs, but unfortunately this wouldn’t be covered – as it’s still your choice whether to go or not. It’s usually worth speaking to your tour operator or travel provider to see if they can move your dates.

Will I be covered if the person I’m due to stay with has Coronavirus (COVID-19)?

Yes. You can claim for cancellation if they test positive for COVID-19 before you’re due to travel. The diagnosis must be provided by a local government certified coronavirus antigen test and be received within 14 days of your trip. You’re also covered to cancel if they’re hospitalised due to COVID-19 within 28 days of your trip.

Am I covered if the person I’m due to stay with has been advised to self-isolate?

No. But if they subsequently test positive for COVID-19 you may be covered to claim for cancellation.

 Am I covered to cancel my trip if I’m made redundant due to COVID-19

Yes. You can claim cancellation costs for your trip if you’re made redundant, provided you’ve worked there for at least 2 years and you weren’t aware of any pending redundancies when you paid for your trip or bought your travel insurance.

My airline have cancelled my flight – is this covered?

No – However, if your flight is departing from the UK your airline should step in as they have a duty of care to help you under UK law if you are:

  • Departing from the UK on any airline
  • Arriving in the UK on an EU or UK airline
  • Arriving in the EU on a UK airline

You can check your rights on the Civil Aviation Authority website. Local laws and airline policies may still apply outside the limits stated above – please speak to your airline for further information.

Am I covered for COVID-19 on my cruise holiday?

Yes. As with any other type of trip we’ll cover cancellation costs if you’re diagnosed with COVID-19 within 14 days before you go, and cover medical bills and curtailment of your trip if you’re diagnosed while you’re away.

If I’ve been advised to shield, am I covered to cancel my trip?

No. If you book a trip, pay for travel insurance and the government announce new shielding measures, you would not be covered to claim for cancellation of your trip. If this happens, we recommend speaking to your tour operator or travel providers to see if they can provide you with a refund or move your travel dates.

 

Am I covered to cancel if an attraction or event I wanted to go to will now be closed due to COVID-19?

No. This wouldn’t be covered, as it’s still your choice whether to travel or not. Understandably, it can be frustrating if this was a big part of for your trip – for instance, if you had a trip to Florida booked and Disney had to close due to lockdown. The best course of action is to contact your tour operator or travel providers to see if your dates can be moved, or to check if you’re eligible to receive a refund.

While You Are Away

What’s covered

What’s not covered

Am I covered for medical costs if I fall ill with Coronavirus (COVID-19) whilst I am abroad?

Yes. This would be covered, within the terms and conditions, under medical expenses section of the policy.

Am I covered if I am refused entry into a country due to Coronavirus (COVID-19)?

No. You would only be covered if you’re diagnosed with COVID-19 and this is the reason you’re refused entry. For any other reason, your tour operator or travel company should be able to help you – please contact them for assistance.

Am I covered for any other costs if I’m diagnosed with COVID-19 abroad?

Yes. Within the medical cover our policy would provide room-only accommodation and travelling expenses for you and a close relative or friend who might be needed to help you. However, if you are required to enter a government isolation hotel there would be no cover for costs associated with this or to isolate in alternative accommodation should you refuse the government accommodation.

If the country I am visiting is added to the UK’s travel red list while I’m away and I have to self-isolate or quarantine on return, can I claim for loss of earnings?

No, we don’t provide cover for any costs associated with having to quarantine on return. If you are unable to work during self-isolation, you may be able to find further information about your rights on the gov.uk website here: https://www.gov.uk/guidance/self-isolating-after-returning-to-the-uk-your-employment-rights

Am I covered if I’m denied boarding on my outbound journey due to

COVID-19 screening at the airport?

Yes. You’d be covered for cancellation costs if you’re denied boarding due to either a positive COVID-19 test from an approved PCR or lateral flow test with a CE mark*, or a medical temperature test reading (or other similar test to screen symptoms) that falls outside of the transport providers terms of travel.

Am I covered if the area I am staying is placed into lockdown by the local government and I cannot return home when I am due to come back?

No. If this happens, please contact your tour operator or travel provider for assistance.

Am I covered if I miss my flight because I tested positive on arrival (testing due to local authorities regulations) and have to quarantine?

Yes. You’d be covered for additional costs to return home if you miss your original flight.

Am I covered if I’m denied boarding on my return journey because of a temperature reading?

No. Unfortunately, additional costs for travel and accommodation would not be covered unless you go on to receive a positive COVID-19 test result. However, your policy will automatically extend to provide cover for any extra days you will be away. If this happens, please contact your travel provider as they may be able to offer help.

Am I covered if I have checked in at my holiday accommodation, but they then need to close due to Coronavirus?

Yes, provided you have already checked in and the reason for closure is due to you, a guest or an employee being diagnosed due to coronavirus. If your accommodation closes before this point, your tour operator or travel provider will be responsible for helping you and you’d need to contact them as soon as possible.

Am I covered if my travelling companion tests positive on arrival and due to my contact with them I must also self-isolate?

No, you would not be covered under this scenario unless you subsequently go on to contract COVID-19.

Am I covered if I fall ill with COVID-19 whilst abroad and as a result need to extend my stay?

Yes. Your policy would also automatically extend to cover you.

Am I covered for flights home if the FCDO’s advice changes for my destination due to COVID-19?

No. However, if you have a Single Trip policy and are travelling within Europe you’ll be covered to continue your trip. For all other destinations and Annual Multi-Trip policyholders, please speak to your airline or tour operator to see if they can change your return flight booking.

Am I still covered if the FCDO’s advice for my destination changes while I’m there and they no longer advise travel to that country?

Yes. If their advice changes solely due to COVID-19 and you have a Single Trip European policy, you can continue your holiday knowing that your policy will still be valid and offer you cover. If you do decide to come home you wouldn’t be covered for any costs.

Am I covered for additional accommodation or travel expenses if you are contacted by NHS test and trace whilst abroad and are told to self isolate?

No we don’t cover any necessary additional accommodation or travelling expenses should you need to self-isolate whilst abroad, unless you test positive for Covid-19.

Am I covered if I’m denied boarding on my return journey because of a positive test?

Yes. If you received a positive diagnosis for COVID-19 from a government certified coronavirus antigen test, any necessary medical costs will be covered along with basic accommodation and travel costs for you and one other person, if medically necessary. Your policy will also automatically extend to provide cover for any extra days you will be away.

 

PLEASE NOTE:

Any claim due to a positive COVID-19 diagnosis must be supported by a test conducted by an approved provider on the Department of Health and Social Care list of providers for “Test To Release” or who meet the DHSC minimum Covid19 requirements and standards. The test must be an approved PCR or Lateral Flow Test with a CE mark.