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Coronavirus (Covid-19) and any other pandemics

Travel Insurance

You should refer to the travel insurance terms for details of the cover provided.

For trips taken from 2nd March 2022 (even if booked beforehand), please refer to the FAQ’s below for more information on what you are and are not covered for. Cancellation cover related to Coronavirus (Covid-19) has now been extended in a number of areas, including the need to quarantine or self-isolate, Foreign, Commonwealth and Development Office (FCDO) advice against ‘all’ or ‘all but essential’ travel owing to Covid-19 or another disease declared a pandemic, and the inability to use pre-booked and pre-paid accommodation in an area adversely affected by Covid-19 or a pandemic.

For trips booked from 5th January 2021 to 1st March 2022 and taken before 2nd March 2022, an endorsement was in place which changed the cover available for trip cancellation, as a result of the Covid-19 pandemic. This endorsement was removed with effect from 2nd March 2022.

As the Government advice changes in relation to travel and Coronavirus (Covid-19), it is important to check FCDO advice before you book a new trip and before you travel. (opens in a new window) and the advice of the UK Government (opens in a new window)

You won't be covered under your policy if you travel to a country where the FCDO are advising against 'all' travel.

Remember you don't need to purchase an extension or upgrade to your travel insurance (for example, an age extension, trip extension or additional cover for pre-existing medical conditions) until you book a trip.

Travel Cancellation

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 can submit a claim.

Please remember that your policy will not cover any expenses that you can recover from elsewhere and you should first consider other options for a refund.

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.

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. If your credit card payment does not qualify under Section 75 rules you may still be able to claim under your card issuer’s chargeback rules.

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 travel insurance 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.

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 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 Benefits 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 information is applicable for trips taken from 2nd March 2022. It does not replace the terms and conditions of your travel insurance policy and you should read your policy booklet for full details.

1. Before your trip

What cover does my travel insurance provide for Covid-19?

Following the changes to our terms effective from 2nd March 2022, you’ll be covered for the following situations related to Covid-19:

  • Insured to travel to any destination as long as the FCDO aren’t advising against "all" travel
  • Cancelling a trip due to:
    • You or any insured person, close relative or travelling companion being diagnosed with Covid-19 or another pandemic disease
    • Quarantine (including if it's because you are contacted by Test and Trace)
    • The FCDO advising against 'all' or 'all but essential' travel due to Covid-19 or another pandemic
    • You are unable to access your pre-booked accommodation due to Covid-19 or another pandemic
  • Cutting short a trip due to:
    • A change in FCDO advice, as long as you weren’t aware of this advice when you travelled.
    • Being unable to stay in pre-booked accommodation due to Covid-19 or another pandemic, as long as you weren’t aware of this when you travelled.

Do I need to be vaccinated against Covid-19 to be insured?

No, your travel insurance policy does not require you to be vaccinated against Covid-19 to be insured to travel.

When do I need to purchase any extensions or upgrades I require for my travel insurance?

You should consider purchasing any extensions or upgrades you need such as cover for pre-existing medical conditions when you book a trip, this is to make sure should anything happen before you are due to depart on that trip you are covered for cancellation for the reasons listed in the policy terms and conditions.

You can find out more about the extensions or upgrades available at (opens in a new window). Just log in and select Travel Insurance to view the extension and upgrade options.

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 Coronavirus (Covid‑19) - Gov website (opens in a new window) and Travel abroad from England during coronavirus (Covid-19) (opens in a new window).

If applicable, please also ensure you have the necessary travel insurance extensions or upgrades in place before booking any travel or taking a trip (for example, if you or any insured persons have a pre-existing medical condition). You can arrange an extension or upgrade online at (opens in a new window). Just log in and select Travel Insurance to view the extension or upgrade options.

My trip has been cancelled, when should I contact the claims team to make a claim?

Your travel insurance has an exclusion relating to recoverable expenses, this means that any expenses you can recover from elsewhere are not covered by your travel insurance policy.

You should only contact the claims department once you have tried to recover your costs from elsewhere as they cannot log a claim until you have done so.

Before contacting the claims team, please take the following steps:

  1. Speak to the provider of your trip to understand if a refund is available, including a credit note or a voucher
  2. If you booked your trip using a credit, debit or charge card, you should speak to your card issuer for advice on whether you can claim a refund from them, either under Section 75 of the Consumer Credit Act 1974 for credit cards (if you paid more than £100 for the trip) or under your card issuer’s chargeback rules. This will only apply if the service you have paid for isn’t available, for example the hotel is closed so you can’t stay there as planned

If I have to cancel my trip will the cost of any Covid-19 tests be covered?

If your cancellation claim is accepted by the insurer, then the cost of any non-refundable tests (used or unused) will be covered by your travel insurance policy. You should speak to the test provider in the first instance and obtain evidence that the cost of the test cannot be refunded.

Am I covered to cancel my trip if I don't receive the results of a Covid-19 test and am therefore not permitted to board my booked transport?

No, your policy will not provide cover to cancel the trip should a test result be delayed preventing you from boarding. Should your test result be positive, you will be covered to cancel the trip, subject to the policy terms and conditions.

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.

If the area where I live or am due to travel to is locked down by the Government and I'm unable to go on my trip, am I covered?

Yes, as long as you weren't aware of this when you booked the trip. Please note, you should first seek recovery of your costs from other relevant parties (for example, the travel provider with whom you booked your trip, or your card issuer if you used a credit or debit card to purchase all or part of your trip).

You should contact the insurer to register a claim or you can do this online at (opens in a new window).

2. During your trip

Am I covered for medical expenses if I’m diagnosed with Covid-19 while on holiday?

Yes, if you or any insured person travelling with you are diagnosed with or asked to quarantine due to Covid-19 or a pandemic disease, you'll be covered for medical and reasonable additional travel expenses. This only applies if you're not travelling against medical advice or visiting an area where the FCDO has advised against 'all' travel.

If the FCDO advice changes while you're on your trip, you'll still be covered if you need to make a claim for medical expenses.

Am I covered to cut short my trip if the FCDO advice changes for the country I have travelled to whilst I am there?

Yes, if the FCDO advise against ‘all’ or ‘all but essential’ travel to your destination when you are on a trip, you can claim for additional expenses to return home early and also for any expenses you lose, as a result of coming home early. We recommend you speak to the 24-hour travel emergency line before making arrangements to come home.

Am I covered if the country I'm due to travel to refuses entry because I do not have the required documents to enter, such as a visa or required form of vaccine passport?

You won't be covered if you're refused entry to your travel destination because you don't have the correct travel documentation including evidence of a negative Covid-19 test.

You should speak to your trip provider to see if they can provide a refund or offer you an alternative. Before booking a trip and travelling you should read the advice provided by the FCDO on what the entry requirements are for your destination.

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

Providing the requirement to quarantine is unforeseen and was not in place when you booked your trip, opened your account or departed on your trip you will be covered for reasonable additional accommodation and transport costs.

Am I covered for additional travel and accommodation expenses abroad because the result of my routine Covid-19 test is positive and I am not permitted to board my booked transport home?

Yes, if you test positive whilst on a trip, you will be covered for emergency medical expenses, including additional transport and accommodation until you can return home.

3. General Policy FAQs

I have a medical condition – am I covered by my travel insurance?

Your travel insurance does not automatically cover any pre-existing medical conditions. When you become an insured person or book your trip (whichever is later), you should contact the insurer via Membership Services at (opens in a new window), or by telephone 0345 877 6709 (UK Relay: 18001 0345 877 6709) to determine if cover can be provided for the medical condition. These need to be declared for any insured 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 that you let us know, otherwise your cover will be affected.

Why has the outcome of my medical screening changed in my latest renewal?

As with all types of insurance, we review regularly what cover we are able to offer, including additional cover for specific medical conditions. This means 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.

If we have changed how we define a medical condition in the terms and conditions, 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. Cover for pre-existing conditions is valid for a full year and we won’t change the cover part way through the year.

Can I get a refund if I haven’t been able to use my travel insurance extension due to the pandemic?

Your travel insurance policy usually only allows refunds on travel insurance extensions if you cancel within the first 14 days of purchase.

However, if you have been unable to use your cover as you intended due to Covid-19 then please contact the insurer to discuss this.

Should I take a travel voucher instead of a refund?

If your travel provider has cancelled your trip, in most cases they are legally required to offer you a refund. However, many providers are offering travel vouchers or a credit note instead. It's your decision whether to take this or not. Ask yourself if you're likely to travel with the company again and check whether they are offering a Refund Credit Note that is legally protected by ATOL certification.

Keep in mind, if you're offered a travel voucher or credit note but choose not to take it, your travel insurance will not provide cover for a cash equivalent, where the credit note or voucher is considered a refund of your booking.

I am going on a cruise around the UK, what is the medical and repatriation limit?

As a result of the Covid-19 pandemic UK cruise providers require travel insurance to provide higher than normal cover for medical and repatriation costs. In response to this change the insurer is automatically extending the limit for UK cruises to £10,000,000. If you require confirmation of this increased limit please contact the insurer or you can download a copy by visiting (opens in a new window), logging in and selecting Travel Insurance. You must ensure you meet all the conditions of carriage for your cruise provider.

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. Your policy number is also shown on the Confirmation of Cover letter which can be found by logging into at (opens in a new window) 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

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 change my account?

From the time and date you close your account or change 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 extension or upgrade you have paid for.

Will I still be covered by the European Health Insurance Card (EHIC) following the Brexit Agreement?

The transition period between the UK and the EU ended on 31st December 2020. The new deal means that existing EHICs will remain valid until their expiry in the large majority of European countries. For up-to-date information please visit Visiting the EU, Switzerland, Norway, Iceland or Liechtenstein (opens in a new window) where you will find the latest details.

For customers who don't currently have an EHIC or need to renew their EHIC, this can be done by applying for the new 'Global Health Insurance Card'. You can do this at Applying for healthcare cover abroad (GHIC and EHIC) (opens in a new window).

Like the EHIC, the GHIC is free to everyone who is eligible. You will need one card per person.

Contact Us

Should you require any further assistance with your travel insurance, please contact us on 0345 877 6709 (UK Relay: 18001 0345 877 6709).

Lines are open 8am-7pm Monday to Friday (excluding bank and public holidays), Saturday 9am-5pm and closed Sunday.

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