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I'm worried about Coronavirus

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 (opens in a new window) and business (opens in a new window) 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 (opens in a new window)

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 (opens in a new window)

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 (opens in a new window).

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? (opens in a new window)

Packaged Account travel insurance

Important note: This general advice does not replace the terms and conditions of your Travel Insurance policy and you should read your policy booklet for further information

I am currently in a country where the FCO have changed their advice to ‘all but essential travel’; am I covered to come home?

Yes, as long as both when you booked the trip and departed the FCO wasn’t advising against “all travel” or “all but essential travel” to your destination. You should first speak to your travel provider to find out what options are available to you.

I have a trip booked to a country where the FCO have changed their advice at short notice; am I covered?

Yes, you’ll be covered as along as when you booked your trip or bought your insurance, whichever was later, the FCO wasn’t advising against travel to your destination. When the FCO advice is “all but essential travel”, you’ll only be covered if that advice was in place within 28 days before your planned departure date. You should first speak to your travel provider to find out if they will give you a refund or offer you an alternative.

If I book a trip now will I be covered for Coronavirus (COVID-19)?

You are covered for claims related to COVID-19, if there is no FCO advice against travel due to COVID-19 when booking your trip, and at the time of travel. Your travel insurance provides cover for the reasons listed in your policy Terms and Conditions such as cancelling a trip due to illness or FCO advice against travel to your destination. When travelling, you are covered for emergency medical expenses including travel costs and cutting short your trip.

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

Can I cancel my holiday if I don’t want to go because of Coronavirus (COVID-19) risks?

There is no cover if you do not want to go on a trip and there is no other reason for you not being able to travel. Your travel insurance provides cover for cancelling a trip for the reasons listed in your policy terms and conditions, such as illness, being made redundant or the Foreign & Commonwealth Office (FCO) advising against travel to your destination. Please refer to the policy terms and conditions for full details.

If I want to cancel my trip due to having to self-isolate on my return to the UK; am I covered for cancellation?

No, your policy does not provide cover if you choose to cancel as a result of having to quarantine when you return home.

Can I cancel my trip if I know I will be quarantined for most of my trip on arrival at my destination?

Yes, you will be covered for cancellation as long as you weren’t aware of the need to quarantine when you booked your trip or purchased your insurance and subject to the terms and conditions of the policy. You must first speak to your trip provider to see if they can provide a refund or offer you an alternative.

If I have to cancel my trip because I have been told to self-isolate when I am due to go on my trip; am I covered for cancellation?

Yes, as long as when you booked your trip or purchased your insurance, whichever was later, you were not aware that you needed to self-isolate. You must first speak to your trip provider to see if they can provide a refund or offer you an alternative.

If I am diagnosed with Covid-19 when I am due to go on my trip; am I covered for cancellation?

Yes, as long as when you booked your trip or purchased your insurance, whichever was later, you were not aware that you had Covid-19 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.

If I have to cancel my trip because the Foreign & Commonwealth Office (FCO) are advising against travel to my destination; am I covered for cancellation?

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

If the area in which I live is locked down by the UK Government and therefore I am unable to go on my trip; am I covered for cancellation?

Yes, as long as when you booked your trip or purchased your insurance, whichever is later, you were not aware that the area in which you live 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.

If the area in the UK to which I am due to travel has been locked down by the UK Government and therefore I am unable to go on my trip; am I covered for cancellation?

Yes, as long as when you booked your trip or purchased your insurance, whichever is later, you were not aware that the area you 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.

Can I cancel my trip if I am unable to use my pre-booked accommodation because a country has locked down the area that I am due to travel to, due to Coronavirus (COVID-19)?

Providing there was no FCO or local country advice in place at the time you purchased your insurance or booked your trip then yes, you can claim for cancellation. This applies if at the time you are due to travel, the country you are travelling to has locked down the area where you are due to travel. You must first speak to your trip provider to see if they can provide a refund or offer you an alternative.

Can I cancel my trip if I am unable to use my pre-booked accommodation because a country has closed its borders due to Coronavirus (COVID-19)?

Providing there was no FCO advice in place at the time you purchased your insurance or booked your trip then yes, you can claim for cancellation if at the time you are due to travel, the country you are travelling to has closed its borders to UK citizens. You must first speak to your trip provider to see if they can provide a refund or offer you an alternative.

Am I covered for additional expenses if I must quarantine while on a trip but don’t have Coronavirus (COVID-19)?

Providing there was no FCO advice in place at the time you purchased your insurance, booked your trip and at the start date of your trip, your policy will provide cover under the ‘cutting short your trip’ section of the policy for reasonable additional accommodation and transport.

Am I covered for medical expenses if I catch Coronavirus (COVID-19) while on holiday?

As long as you are not travelling against doctor’s advice and aren’t travelling to an area when the FCO has advised against “all travel”, then you’ll be covered for emergency medical and reasonable additional travel expenses that you may incur as a result of becoming ill.

If the FCO advice changes while you’re on your trip, you’ll still be covered if you need to claim for medical expenses.

Am I covered if the country I am due to travel to changes its entry and visa requirements?

There is no cover under your travel insurance where you are refused entry to your destination because you do not have the correct visa or passport.

You should speak to your tour operator as they may be able to help you, and you should continue to monitor the FCO advice.

Will I be covered if FCO advice is put back in place after I travel?

Yes, if the FCO advises against all travel or all but essential travel once you are on your trip, your policy will provide you with cover under the ‘cutting short your trip’ section of the policy for reasonable additional accommodation and transport.

 

If you have any Coronavirus queries please visit our dedicated page