COVID 19: Find Out More About How Our Policies Can Protect You And Your Trip.

Coronavirus FAQs

If you are an existing customer who purchased their policy before the 17th January 2022, please check your policy wording to see what cover was provided under your policy. To access copies of your policy documents, you can quickly register for your free customer area access by clicking here. Alternatively, you can find copies of policy wordings by purchase date by clicking here

If you are an existing customer who purchased their policy on or after the 17th January 2022, all of our policies provide cover for:

If you have purchased our specialistCOVID-19 optional extension, you will have additional coronavirus cover for:

Making A Claim

Beforeyou read on

Please note, these FAQs have been collated specifically for customers who purchased their policy AFTER the 17th January 2022. If you purchased your policy before this date please check your policy wording to see what cover was provided under your policy. To access copies of your policy documents, you can quickly register for your free customer area access by clicking here. Alternatively, you can find copies of policy wordings by purchase date by clicking here

Who should you speak to first?

We have provided more specific advice below, but in general, airlines, tour operators and travel agents are covering costs associated with events that might lead the cancellation or curtailment (cutting short) of your trip. This means you should only be submitting claims to us after you have exhausted those options first. You will be after by our claims team to provide proof that you have been denied a refund from the transport and accommodation providers before they consider your claim.

I am looking to make a claim for Cancellation or Curtailment – wheredo I start?

As general advice, please be aware that if your trip is cancelled,rearranged or curtailed as a result of COVID-19 and/or FCDO advice, then it islikely that your transport and/or accommodation provider will be able to refundyou. We will only be considering claims where you have approached theappropriate provider for either a refund, reimbursement or change in tripdates, prior to submitting a claim to us. There are some details further downthe page as to who you can approach to support you before submitting a claim tous.

If after approaching your accommodation and transport providers, you are still looking to make a claim for cancellation or curtailment relating to COVID-19 or change in FCDO advice, you can find the claims process detailed here.

Please make sure you submit your claim with all the supporting documentation requested. Missing information could result in delays to the assessment of your claim.

My flight was cancelled by the airline – can I claim for this onmy travel insurance policy?

This is something you would need to approach your airline about. If you had booked accommodation separately, then you will need to approach the accommodation provider to see what your options are. You may be able to include this in your claim to the airline. If the airline will not accept the claim for the accommodation costs then it may be that you bank or credit card provider can support with this via Section 75 of the consumer credit act. Please contact your credit or debit card company for details on the process. There are some details further down the page as to who you can approach for help and support before submitting a claim to us.

I had to cancel due to local government restrictions at thelocation where I was due to stay – can I claim for this on my travel insurancepolicy?

Unfortunately, most travel insurance policies do not include this as a reason to cancel. However, if your trip is no longer able to go ahead as originally planned – i.e. excursion cancellations, restrictions on use of the facility etc. then customer who have booked via a tour operator or travel agent, should in most cases be able to claim a refund from their tour operator or travel agent. Customers who booked accommodation and transport through separate providers will need to approach their booking agents to see if they are able to change dates or offer a refund.

I had a claim declined previously as there was no FCDOrestrictions in place, but now there is – can you reassess my claim?

Unfortunately, this is not an option, our appointed Claims teamcan only assess claims based on facts and information available that applied atthe time of you cancelling the trip and submitting the claim.

Helpful Advice

FlightCompany and Air Passenger Rights

Flightcompanies are regulated by the Civil Aviation Authority. If your flightoperator cancels or can’t fulfil your flight then there is protection availableunder something called the ‘Montreal Convention’. Some airlines are going overand above their requirements and so it is important to contact them in thefirst instance to find out what support they can give you.

Flightcancellations by the airline need to be claimed directly from them, yourinsurer will not consider a claim unless you have sought a refund from yourairline in the first instance.

Allaround the world, passenger rights for international flights are protectedunder the Montreal Convention. Essentially, this piece of law states that theairline is responsible for you if your flight is cancelled and/or you are leftstranded at an airport waiting for a flight. These measures of care include:

  • Meals and refreshments
  • Communication to the outside world (twooccasions)
  • Hotel accommodations when necessary
  • Rerouting to your final destination

Incountries like Canada, Israel and the Member States of the European Union, yourrights are protected even further.

Likeany piece of law, it is complicated and not that easy to read! But below is alink and if you google CAA and Montreal Convention then you will find someuseful information online that may help you.

https://www.caa.co.uk/Passengers/Resolving-travel-problems/How-the-CAA-can-help/Consumer-protection-law/

Complaints/Resolver

Ifyou are getting resistance from your tour operator or booking agent and believeyou have a valid claim for refund or reimbursement from them. Then there areseveral bodies you can approach including ABTA and ATOL. In addition to thisthere is an independent online resolution service called ‘resolver’ which hashad positive outcomes for many consumers with disputes.

https://www.resolver.co.uk/

Ifyou have more questions which have not been answered here, please click here to visit our claims andassistance provider’s dedicated FAQs page. Alternatively, please completethe contact form here.

We hope you aren’t affected by this outbreak, but if you are, we’re here to help.

The Insurancewith Team.

Posted on: Jan 30, 2020

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