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I'm worried about Coronavirus and how it affects my travel insurance

An update on coronavirus from the NatWest Group

We understand that these are uncertain times, and many of you may be worried. If you’re concerned about being affected financially or being unable to get to the branch due to coronavirus, we’re here to help. You can find further support on our personal and business pages.

I am struggling financially to pay my bills. What support are you able to offer?

We’re committed to proactively supporting our customers who may be affected by Coronavirus. If you have been impacted by Coronavirus, our teams are here to support you. You can find support here.

I have had to self-isolate or am worried about visiting public places and so can’t get to my branch. How do I do my banking?

You can use our mobile banking app and online banking to help you manage your everyday banking needs without having to leave your home. You can learn more about how you can access these and what you can do on our ways to bank page here.

Or if you need further help and are unable to visit a branch, our Video Bankers may be able to help you. To find out more about the service and book an appointment here.

How do I know what times my branch is open?

You can find out if your branch has been affected by coronavirus by searching When are your branches open?

Coronavirus (COVID-19) and any other pandemics

Travel Insurance

You should refer to the travel insurance terms (including the endorsement) for details of the cover provided.

Your travel insurance changed on 5th January 2021 as a result of the COVID-19 pandemic.

You should also refer to the FAQs below for more information on what you are covered and not covered for.

As the Government advice changes in relation to travel and Coronavirus (COVID-19), it is important to check Foreign, Commonwealth and Development Office (FCDO) advice before you book a new trip and before you travel. www.gov.uk/guidance/travel-advice-novel-coronavirus (opens in a new window) and the advice of the UK Government www.gov.uk/coronavirus (opens in a new window)

As you can imagine, our insurance provider is experiencing higher volumes of enquiries, so it may take longer than normal for you to get through to them. Your patience is appreciated during this busy time.

Please check our FAQs below before calling; we’re updating them regularly and you may find the answer you need there.

Travel Cancellation and Legal Expenses information

If you have had to cancel your trip before it was due to start for one of the cancellation reasons covered by the policy, then you may wish to submit a claim.

Please remember that your policy will not cover any expenses that you can recover from elsewhere.

If your travel provider has been unable to provide the service you booked, you should first speak to your travel provider to seek a refund from them.

If you paid by credit card and the value of your booking is more than £100, you may be protected under Section 75 of the Consumer Credit Act 1974 and should contact your card issuer for further information. 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 chargeback rules. This applies if the service you have paid for is not being provided e.g. the hotel you booked is closed.

If you are unable to obtain the refund from the travel provider or another party and wish to make a claim, please ensure you have kept records of communications with your provider or another party, along with any booking and cancellation invoices to help us manage your claim efficiently.

Remember that your policy includes Legal Cover for a breach of contract relating to your trip. Please check the policy wording for full details.

If you wish to make a claim, please consider using our online claims service within the membership benefits website (opens in a new window) and click 'make a claim' under your Travel Insurance.

Please note that all claims made are subject to the terms and conditions of your policy.

Other account benefits

If you have purchased a holiday through our Travel Service or bought tickets from us for an event, we understand you may be concerned about potential cancellations. You may not have heard from us yet, but please be assured that we are working to contact all affected customers. Please check our FAQs below for further information.

Membership Services website

If you encounter any issues registering for the first time or logging in to view your benefits, please check our FAQs below before contacting us.

 

Frequently Asked Questions

Important Note: The following general advice does not replace the terms and conditions of your Travel Insurance policy and you should read your policy booklet for further information.

Refer to the FAQs below that are relevant to your trip based on when your trip was booked.

Trips booked before 5th January 2021 (as long as your trip was covered by travel insurance on a Packaged Account held with us before 5th January 2021)

  • Refer to the section 1: 'For trips booked before 5th January 2021 (as long as your trip was covered by travel insurance on a Packaged Account held with us before 5th January 2021)'

Trips booked on or after 5th January 2021

  • Refer to the section 2: 'For trips booked on or after 5th January 2021'

1. Trips booked before 5th January 2021 (as long as your trip was covered by travel insurance on a Packaged Account held with us before 5th January 2021)

1a) Booking your trip

If I booked a trip before 5th January 2021, will I be covered for COVID-19 or any other pandemic?

Your travel insurance will provide cover for cancelling a trip if:

  • any insured person, a close relative, or travelling companion is diagnosed with a serious illness (including COVID-19 or another disease that is declared a pandemic)
  • you are quarantined before your trip starts

as long as you weren't aware of this reason to cancel when you booked the trip or your cover started, whichever is later.

You will also be covered for cancelling a trip if:

When there is no FCDO advice against "all travel", you will be covered whilst on a trip for emergency medical expenses including reasonable additional travel costs and for cutting short a trip due to COVID-19 or another pandemic, as long as you weren't aware of any reason to claim when you departed on your trip.

  • the Foreign, Commonwealth and Development Office (FCDO) is advising against travel due to COVID-19, as long as this advice wasn't in place when you booked the trip or your cover started, whichever is later.

1b) Before your trip

Am I covered if I cancel my trip if I don't want to go because of COVID-19 or any other pandemic related risks?

No, there is no cover for cancelling your trip if you choose not to travel.

Am I covered If I cancel my trip because I am medically diagnosed with COVID-19 or any other disease that's declared a pandemic when I am due to go on my trip?

Yes, there is cover if any insured person, close relative, travelling companion(s) or the person whose home you are due to stay in outside the UK, is diagnosed with COVID-19 or any other disease that's declared a pandemic as long as when you booked your trip or opened your account/purchased your upgrade, whichever was later, you were not aware that you had COVID-19 or any other disease that's declared a pandemic or were being tested for it. You must first speak to your trip provider to see if they can provide a refund or offer you an alternative.

Am I covered if I cancel my trip because I have been told to quarantine when I am due to go on my trip?

Yes, there is cover as long as when you booked your trip or opened your account/purchased your upgrade, whichever was later, you were not aware that you needed to quarantine. You must first speak to your trip provider to see if they can provide a refund or offer you an alternative.

Am I covered if I cancel my trip knowing that I will have to quarantine on arrival at my destination?

Yes, there is cover as long as when you booked your trip or opened your account/purchased your upgrade, whichever was later, you were not aware that you needed to quarantine due to COVID-19 or another disease that's declared a pandemic. You must first speak to your trip provider to see if they can provide a refund or offer you an alternative.

Am I covered if I cancel my trip due to having to quarantine on my return to the UK?

No, there is no cover for having to quarantine when you return home.

Am I covered if I cancel my trip because the Foreign, Commonwealth and Development Office (FCDO) are advising against travel to my destination?

Yes, there is cover as long as when you booked your trip or opened your account/purchased your upgrade, whichever is later, the FCDO were not advising against travel to your destination. Where the advice is against "All but essential" travel, cover is only available when that advice is in place within 28 days before your departure. You must first speak to your trip provider to see if they can provide a refund or offer you an alternative.

If you are already abroad and need to come home early, we will cover you for cutting short your trip provided FCDO advice was not in place at the start of your trip.

Am I covered if I cancel my trip because the area in which I live or am due to travel to is locked down by the UK Government and therefore I am unable to go on my trip?

Yes, there is cover as long as when you booked your trip or opened your account/purchased your upgrade, whichever is later, you were not aware that the area in which you live or were travelling to was going to be or is locked down. You must first speak to your trip provider to see if they can provide a refund or offer you an alternative.

Am I covered if I cancel my trip because the country I am due to travel to changes its entry and visa requirements or its borders are closed?

No, there is no cover. You should speak to your travel provider as they may be able to help you, and you should continue to monitor the FCDO advice.

Am I covered if I cancel my trip because I am unable to use my pre-booked accommodation because a country has locked down the area and I am due to travel to, because of COVID-19 or any other disease that's declared a pandemic?

Yes, there is cover to cancel a trip, providing there was no FCDO or local country advice in place at the time you booked your trip or opened your account/purchased your upgrade, whichever is later. You must first speak to your trip provider to see if they can provide a refund or offer you an alternative.

Am I covered if I cancel my trip because I cannot access my pre-booked accommodation, due to my flights being cancelled or travel being restricted due to COVID-19 or any other disease that's declared a pandemic?

Yes, there is cover providing when the trip was booked or opened your account/purchased your upgrade, whichever was later:

  • there was no FCDO advice against travel, and
  • the accommodation was accessible and open for business, and
  • the booking was non-refundable

If the accommodation provider was closed for business, then a refund should be sought from the travel provider in the first instance before considering a chargeback (debit card), s75 (credit card), raised through your card issuer. If you are unable to recover your travel costs then please contact the travel insurance team.

My trip has been cancelled and my travel provider has offered me a travel voucher / credit to re-book my holiday for a later date. If I decline this, will I be able to claim on my travel Insurance?

No, there is no cover under your travel insurance, you should speak to your travel provider to get a refund.

For trips booked through an ABTA or ATOL bonded agent you can follow their advice on refunds by visiting: www.abta.com or www.caa.co.uk.

Does my cover change if I cancel my trip after I have changed my account to another Packaged Account after 5th January 2021?

If your trip was covered by travel insurance on a Packaged Account with us before 5th January 2021, there is no change to your cover providing the new account terms still covers that type of trip.

If your trip was not covered by travel insurance on a Packaged Account with us before 5th January 2021, and you need to cancel your trip before it starts then you will no longer be covered for the following reasons:

  • Quarantine: You will not be covered for cancelling a trip if you, a close relative or travelling companion need to quarantine or self-isolate in the UK or abroad, including as a result of Government or local authority action (such as Test and Trace/Protect) due to COVID-19 or another disease that's declared a pandemic. If you are diagnosed with COVID-19, or another disease that's declared a pandemic, and need to quarantine you will still be covered.
  • FCDO advice: You will not be covered for cancelling a trip if the Foreign, Commonwealth & Development Office (FCDO) is advising against "All Travel" or "All but essential travel" to your intended destination due to COVID-19 or another disease that's declared a pandemic.
  • Catastrophe cover: You will not be covered for cancelling a trip if you are unable to use your pre-booked and pre-paid accommodation because the accommodation or immediate surrounding area is adversely affected by COVID-19 or another disease that's declared a pandemic (this is covered under "catastrophe cover" in the terms).

1c) During your trip

Am I covered for medical expenses if I catch COVID-19 or any other disease that's declared a pandemic while on holiday?

Yes, there is cover as long as you were fit to travel when your trip started and you aren't travelling to an area where the FCDO has advised against ‘all travel'. You will be covered for emergency medical and reasonable additional travel expenses that you may incur as a result of becoming ill.

If the FCDO advice changes while you are on your trip, you will still be covered if you need to claim for medical expenses.

Am I covered for additional expenses if when I arrive at my destination and I have to quarantine?

Yes, there is cover providing there was no FCDO or local authority advice in place for your destination at the time you opened your account/purchased your upgrade, booked your trip and at the start date of your trip. You will be covered for reasonable additional accommodation and transport.

Am I covered if I cut short my trip because FCDO advice changes whilst I am on my trip?

Yes, there is cover if you need to cut short your trip because the FCDO is advising against "All Travel" or "All but essential travel" to your destination (including due to COVID-19 or another disease that's declared a pandemic), providing the advice came into force after you started your trip. You will be covered for cutting short your trip or for emergency medical expenses. You should first speak to your travel provider to find out what options are available to you.

1d) General policy FAQs

Where can I find my policy number?

Your unique policy number can be found on any documentation we have issued to you in relation to upgrades or policy extensions, such as medical screening, trip or age extensions. Your policy number is also shown on the Confirmation of Cover letter which can be found by logging into Membership Services and selecting the Use Benefit option for travel insurance.

Do I need to tell you if I'm going on holiday to be covered under the annual travel insurance policy?

No, your Travel Insurance allows you to take multiple trips abroad over the course of a year, without having to tell us each time you go. You are covered for all your trips as long as no single trip abroad lasts for more than 31 days and it includes Winter Sports trips too.

Where can I travel to?

You're covered to travel worldwide, however none of our policies will cover you to travel to areas where the FCDO have advised against all travel.

What if my travel is delayed or cancelled?

If you have booked through a travel agent or tour operator, or an EU airline, they will usually provide you with a refund or alternative transport. However, there is cover on our travel insurance policies, too.

If you have checked in and your departure is delayed by 8 hours we will pay you £10 for each completed 8 hour delay up to a maximum of £400 per insured person, as long as you eventually go on the trip. If the delay goes beyond 24 hours, you can abandon your trip and claim the cost back up to £2,500 per person.

How do you define a pre-existing condition?

Any medical condition for which, at the date you became an insured person or the date when you booked your trip, whichever is later, you:

  • had received advice, medication or treatment from a doctor during the last 12 months;
  • were under investigation or awaiting diagnosis;
  • were on a waiting list for treatment as an in-patient or were aware of the need for treatment as an in-patient; or
  • have received a terminal prognosis.

Can I change my mind about cover for my medical conditions?

If you have contacted us to tell us about your pre-existing medical conditions and we have confirmed to you in writing that these are covered, this cover will be in place for 12 months. If you decide you no longer want cover for your pre-existing medical conditions, cover can be removed at renewal.

You must remember that if you choose not to have cover for your pre-existing medical conditions or we confirm we are unable to extend cover for them, any claim relating to the condition(s) will not be covered. When you book a new trip, you need to make sure that cover is still adequate, if you've been diagnosed with new conditions or your health has changed, it is imperative to let us know, otherwise your cover will be affected.

Why has your offer changed to provide cover for my medical history?

If we have changed how we define a medical condition, then we will write to you and let you know. However, if we change our premiums, the questions we ask about specific medical conditions or what we're willing to cover, then we will only do this at renewal of your medical screening – we won't change these part way through the upgrade year.

As with all types of insurance, our claims performance drives our decision to change the premiums or the way we provide cover, you might find one year we decline to cover your conditions, but the next year we might offer cover for an additional premium or vice versa, which is why it's very important to keep us updated on your medical history – this way you can make sure that the cover meets your needs.

What is APD and why is it deducted from my claim?

Air Passenger Duty is a tax, payable when you take the flight. If you have not taken the flight, you should contact your airline to refund this to you.

What happens if I close or downgrade my account?

From the time and date you close your account or downgrade to an account that doesn't have Travel Insurance included, then all cover ceases under the policy – this applies even if you are part way through a trip or have an upgrade you have paid for.

Claims

Travel Cancellation and Legal Expenses information

If you have had to cancel your trip before it was due to start for one of the cancellation reasons covered by the policy, then you may wish to submit a claim.

Please remember that your policy will not cover any expenses that you can recover from elsewhere.

If your travel provider has been unable to provide the service you booked, you should first speak to your travel provider to seek a refund from them.

If you paid by credit card and the value of your booking is more than £100, you may be protected under Section 75 of the Consumer Credit Act 1974 and should contact your card issuer for further information. 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 chargeback rules. This applies if the service you have paid for is not being provided e.g. the hotel you booked is closed.

If you are unable to obtain the refund from the travel provider or another party and wish to make a claim, please ensure you have kept records of communications with your provider or another party, along with any booking and cancellation invoices to help us manage your claim efficiently.

Remember that your policy includes Legal Cover for a breach of contract relating to your trip. Please check the policy wording for full details.

If you wish to make a claim, please consider using our online claims service within the membership benefits website and click 'make a claim' under your Travel Insurance.

Please note that all claims made are subject to the terms and conditions of your policy.

Contact Us

Should you require any further assistance with your travel insurance, please contact us on 0345 877 6709.

Lines are open 8pm-6pm Monday to Friday (excluding bank and public holidays).

2. Trips booked on or after 5th January 2021

2a) Booking your trip

If I book a trip will I be covered for COVID-19 or any other pandemic?

Your travel insurance will include cover for:

  • Illness: You will be covered for cancelling a trip if you, a close relative or travelling companion are diagnosed with a serious illness (including COVID-19 or another disease that's declared a pandemic).
  • Emergency medical treatment: You will be covered for emergency medical treatment while on a trip or for cutting short a trip due to illness (including COVID-19 or another disease that's declared a pandemic), provided you were not suffering from the illness when you booked the trip and you were fit to travel when your trip started.
  • FCDO advice: You will be covered for cutting short a trip if the FCDO is advising against "All Travel" or "All but essential travel" to your destination (due to reasons including COVID-19 or another disease that's declared a pandemic), providing the advice came into force after you started your trip.

How do I ensure I have flexibility to change my travel plans for future bookings?

Before you book a trip, remember to speak with your travel and accommodation provider about whether they would let you cancel or change your trip if you needed to. An ATOL-bonded package holiday could offer better protection than independently booked trips.

For the latest travel advice, please check the UK Government websites at www.gov.uk/coronavirus and www.gov.uk/guidance/travel-advice-novel-coronavirus.

If applicable, please also ensure you have the necessary travel insurance upgrades in place before you rely on your travel insurance cover (for example, if you or any insured persons are aged 70 or over or have a pre-existing medical condition). You can arrange an upgrade online at Ufirstaccount.co.uk/benefits. Just log in and select Travel Insurance to view the upgrade options.

2b) Before your trip

Am I covered if I cancel my trip if I don't want to go because of COVID-19 or any other pandemic related risks?

No, there is no cover for cancelling your trip if you choose not to travel.

Am I covered If I cancel my trip because I am medically diagnosed with COVID-19 or any other disease that's declared a pandemic when I am due to go on my trip?

Yes, there is cover if any insured person, close relative, travelling companion(s) or the person whose home you are due to stay in outside the UK, is diagnosed with COVID-19 or any other disease that's declared a pandemic as long as when you booked your trip or opened your account/purchased your upgrade, whichever was later, you were not aware that you had COVID-19 or any other disease that's declared a pandemic or were being tested for it. You must first speak to your trip provider to see if they can provide a refund or offer you an alternative.

Am I covered if I cancel my trip because I have been told to quarantine when I am due to go on my trip?

No, there is no cover if you have to quarantine because of Government or local authority action (such as Test and Trace/Protect) due to COVID-19 or another disease that's declared a pandemic.

Am I covered if I cancel my trip knowing that I will have to quarantine on arrival at my destination?

No, there is no cover to cancel a trip due to having to quarantine at your destination.

Am I covered if I cancel my trip due to having to quarantine on my return to the UK?

No, there is no cover for having to quarantine when you return home.

Am I covered if I cancel my trip because the Foreign, Commonwealth and Development Office (FCDO) are advising against travel to my destination?

No, there is no cover for FCDO advice against "All Travel" or "All but essential travel" to your intended destination due to COVID-19 or another disease that's declared a pandemic, regardless of when this advice came into place.

If you are already abroad and need to come home early, we will cover you for cutting short your trip provided FCDO advice was not in place at the start of your trip.

Am I covered if I cancel my trip because the area in which I live or am due to travel to is locked down by the UK Government and therefore I am unable to go on my trip?

No, there is no cover for cancelling your trip because of Government or local authority action (such as Test and Trace/Protect) due to COVID-19 or another disease that's declared a pandemic.

Am I covered if I cancel my trip because the country I am due to travel to changes its entry and visa requirements or its borders are closed?

No, there is no cover. You should speak to your travel provider as they may be able to help you, and you should continue to monitor the FCDO advice.

Am I covered if I cancel my trip because I am unable to use my pre-booked accommodation because a country has locked down the area and I am due to travel to, because of COVID-19 or any other disease that's declared a pandemic?

No, there is no cover and you should speak to your trip provider to see if they can provide a refund or offer you an alternative.

Am I covered if I cancel my trip because I cannot access my pre-booked accommodation, due to my flights being cancelled or travel being restricted due to COVID-19 or any other disease that’s declared a pandemic?

No, there is no cover. If the accommodation provider was closed for business, then a refund should be sought from the travel provider in the first instance before considering a chargeback (debit card) or s75 (credit card) application raised through your card issuer.

My trip has been cancelled and my travel provider has offered me a travel voucher / credit to re-book my holiday for a later date. If I decline this, will I be able to claim on my travel Insurance?

No, there is no cover under your travel insurance, you should speak to your travel provider to get a refund.

For trips booked through an ABTA or ATOL bonded agent you can follow their advice on refunds by visiting: www.abta.com or www.caa.co.uk.

2c) During your trip

Am I covered for medical expenses if I catch COVID-19 or any other disease that's declared a pandemic while on holiday?

Yes, there is cover as long as you were fit to travel when your trip started and you aren't travelling to an area where the FCDO has advised against ‘all travel'. You will be covered for emergency medical and reasonable additional travel expenses that you may incur as a result of becoming ill.

If the FCDO advice changes while you are on your trip, you will still be covered if you need to claim for medical expenses.

Am I covered for additional expenses if when I arrive at my destination and I have to quarantine?

Yes, there is cover providing there was no FCDO or local authority advice in place for your destination at the time you opened your account/purchased your upgrade, booked your trip and at the start date of your trip. You will be covered for reasonable additional accommodation and transport.

Am I covered if I cut short my trip because FCDO advice changes whilst I am on my trip?

Yes, there is cover if you need to cut short your trip because the FCDO is advising against "All Travel" or "All but essential travel" to your destination (including due to COVID-19 or another disease that's declared a pandemic), providing the advice came into force after you started your trip. You will be covered for cutting short your trip or for emergency medical expenses. You should first speak to your travel provider to find out what options are available to you.

2d) General policy FAQs

Where can I find my policy number?

Your unique policy number can be found on any documentation we have issued to you in relation to upgrades or policy extensions, such as medical screening, trip or age extensions. Your policy number is also shown on the Confirmation of Cover letter which can be found by logging into Membership Services and selecting the Use Benefit option for travel insurance.

Do I need to tell you if I'm going on holiday to be covered under the annual Travel Insurance policy?

No, your Travel Insurance allows you to take multiple trips abroad over the course of a year, without having to tell us each time you go. You are covered for all your trips as long as no single trip abroad lasts for more than 31 days and it includes Winter Sports trips too.

Where can I travel to?

You're covered to travel worldwide, however none of our policies will cover you to travel to areas where the FCDO have advised against all travel.

What if my travel is delayed or cancelled?

If you have booked through a travel agent or tour operator, or an EU airline, they will usually provide you with a refund or alternative transport. However, there is cover on our travel insurance policies, too.

If you have checked in and your departure is delayed by 8 hours we will pay you £10 for each completed 8 hour delay up to a maximum of £400 per insured person, as long as you eventually go on the trip. If the delay goes beyond 24 hours, you can abandon your trip and claim the cost back up to £2,500 per person.

How do you define a pre-existing condition?

Any medical condition for which, at the date you became an insured person or the date when you booked your trip, whichever is later, you:

  • had received advice, medication or treatment from a doctor during the last 12 months;
  • were under investigation or awaiting diagnosis;
  • were on a waiting list for treatment as an in-patient or were aware of the need for treatment as an in-patient; or
  • have received a terminal prognosis.

Can I change my mind about cover for my medical conditions?

If you have contacted us to tell us about your pre-existing medical conditions and we have confirmed to you in writing that these are covered, this cover will be in place for 12 months. If you decide you no longer want cover for your pre-existing medical conditions, cover can be removed at renewal.

You must remember that if you choose not to have cover for your pre-existing medical conditions or we confirm we are unable to extend cover for them, any claim relating to the condition(s) will not be covered. When you book a new trip, you need to make sure that cover is still adequate, if you've been diagnosed with new conditions or your health has changed, it is imperative to let us know, otherwise your cover will be affected.

Why has your offer changed to provide cover for my medical history?

If we have changed how we define a medical condition, then we will write to you and let you know. However, if we change our premiums, the questions we ask about specific medical conditions or what we’re willing to cover, then we will only do this at renewal of your medical screening – we won’t change these part way through the upgrade year.

As with all types of insurance, our claims performance drives our decision to change the premiums or the way we provide cover, you might find one year we decline to cover your conditions, but the next year we might offer cover for an additional premium or vice versa, which is why it’s very important to keep us updated on your medical history – this way you can make sure that the cover meets your needs.

What is APD and why is it deducted from my claim?

Air Passenger Duty is a tax, payable when you take the flight. If you have not taken the flight, you should contact your airline to refund this to you.

What happens if I close or downgrade my account?

From the time and date you close your account or downgrade to an account that doesn't have Travel Insurance included, then all cover ceases under the policy – this applies even if you are part way through a trip or have an upgrade you have paid for.

Claims

Travel Cancellation and Legal Expenses information

If you have had to cancel your trip before it was due to start for one of the cancellation reasons covered by the policy, then you may wish to submit a claim.

Please remember that your policy will not cover any expenses that you can recover from elsewhere.

If your travel provider has been unable to provide the service you booked, you should first speak to your travel provider to seek a refund from them.

If you paid by credit card and the value of your booking is more than £100, you may be protected under Section 75 of the Consumer Credit Act 1974 and should contact your card issuer for further information. 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 chargeback rules. This applies if the service you have paid for is not being provided e.g. the hotel you booked is closed.

If you are unable to obtain the refund from the travel provider or another party and wish to make a claim, please ensure you have kept records of communications with your provider or another party, along with any booking and cancellation invoices to help us manage your claim efficiently.

Remember that your policy includes Legal Cover for a breach of contract relating to your trip. Please check the policy wording for full details.

If you wish to make a claim, please consider using our online claims service within the membership benefits website and click 'make a claim' under your Travel Insurance.

Please note that all claims made are subject to the terms and conditions of your policy.

Contact Us

Should you require any further assistance with your travel insurance, please contact us on 0345 877 6709.

Lines are open 8pm-6pm Monday to Friday (excluding bank and public holidays).