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Travel Insurance » Blog » Featured » Coronavirus & Your Travel Insurance

Coronavirus & Your Travel Insurance

Written by: Russell Wallace | Travel Insurance Expert
Last updated: 11 June 2020 | Created: 11 June 2020
Your Holiday – What to do if you are concerned about Coronavirus
Updated 29 July 2020

In light of the recent FCO travel advice updates, we understand that many of you will want to know how the COVID-19 situation may still impact your travel insurance and the options available to you. To help you understand we have compiled a list of the most frequently asked questions our customers have recently asked us, in addition to some useful information.

When will I know if it is safe to travel?

Depending on the evolving circumstances, the UK government may change its advice about whether countries are safe or unsafe to visit and whether travelers should or shouldn’t self-isolate on returning to the UK.

With travel now permitted to some countries by the UK government, it is important you understand the local requirements of the country you plan to visit – on entry, during your stay and on your return to the UK, as you will need to adhere to these. Please check out the FCO’s ‘Summary‘ advice, which you will find once you have selected your ‘Country‘ – this sits just below the ‘COVID-19 Travel Guidance information box‘. The FCO will continue to update its travel advice in line with the current situation.

 

What does my travel insurance policy cover me for?

The following applies if you hold an AllClear Gold, Gold Plus or Platinum travel insurance policy.

Please also note that:

  • Any reference to Coronavirus (COVID-19) throughout our FAQ’s also includes SARS-CoV-2 (severe acute respiratory syndrome coronavirus), as well as any variation or mutation of these conditions, and
  • Wherever we say that we will ‘consider’ claims, be aware this will be in line with your policy’s specific terms and conditions. This does not guarantee your claim will be paid.

 

“I bought my policy before 23:59 on 12th March 2020”

You are covered under all sections of your policy including cancellation if the FCO states that, on your date of departure, they advise against “all but essential travel”.

Cancellation claims can only be made within 48 hours of your intended date of departure if that advice is in place.

We’ll pay you for any unused travel and accommodation costs if you have to cancel your trip and any necessary extra travel costs if you have to cut your trip short but please note:

  • We’ll only consider claims if you bought your travel insurance policy before the date the FCO advised against travel to your intended destination; and
  • We’ll only consider non-refundable expenses on your travel insurance policy so in the first instance you must approach your airline, tour operator or travel company for a refund or to see if they will amend your itinerary. Alternatively, if you paid for your trip by credit card you should contact your card provider as they may be able to offer you a refund.

 

“I bought my policy on or after 13th March 2020”

Medical emergency cover and other associated costs are provided for incidents relating to COVID-19 if you are not travelling against FCO advice at the trip departure date.

As always if you are overseas and need medical assistance, call our 24-hour emergency medical team as soon as possible on +44 (0) 207 748 0521 and you will be advised what to do.

From 9th July 2020 Cancellation Cover has been reinstated for policies bought after 12th March 2020, you will therefore be covered under the Cancellation and Curtailment sections of your policy for claims where you, or a member of your family or travelling party becomes ill with Coronavirus or must quarantine as a result of medically diagnosed Coronavirus.

You will not be covered under these sections for:

  • Suspected cases of Covid
  • Any claim where the customer or a member of their family / travelling party hasn’t been infected with Covid or personally instructed to quarantine by the NHS or a healthcare professional
  • Cancellation due to restrictions implemented by any government or administration or actions taken by a transport or accommodation provider as a result of, or measure to control, Coronavirus
  • or for claims relating to any fear or threat concerning these viruses which leads to a disinclination to travel

If you travel whilst the FCO advise against all but essential travel, claims resulting from that trip will not be covered under any section of your policy.

 

“I purchased my annual multi-trip policy before 23:59 on 12th March 2020, but the policy doesn’t start until after 23:59 12th March 2020. Am I covered for Cancellation due to a Coronavirus (COVID-19) related incident?”

Your cancellation cover will come into effect from the start date of your policy and, because you purchased your policy before 23.59 on 12th March 2020, you will be covered for cancellation due to a Coronavirus related incident for trips booked before 13th March 2020.

In the first instance you should contact your travel provider to see if they can provide a refund or re-arrange your travel dates.

 

If you’re still in the UK and you haven’t travelled yet, the following rules apply:

  • Where you can, you should try to get a full refund from your travel company, tour operator or travel agent. We’ll only consider non-refundable expenses on your travel insurance policy.
  • If you want to rearrange your trip dates and provided you’re not making a claim, we can transfer your single trip policy to cover the new trip as long as your policy has not expired, the departure date of your rearranged trip is within 12 months of your original departure date, is for the same or no longer duration and is to the same geographical area. If you have your trip dates, please call our contact centre to make the amends. If you do not have your trip dates, please try and wait until you have rearranged your holiday before calling us. However, if your policy is due to expire please contact our Customer Service team on 01708 339029

 

I booked my holiday before Covid-19 was declared a pandemic, but I renewed my AllClear annual multi-trip policy after it was declared a pandemic. Will this holiday still be covered for a Covid-19 related cancellation claim?

The following applies if you hold an AllClear Gold, Gold Plus, or Platinum travel insurance policy:

Yes it will be covered if you booked your holiday prior to Covid-19 being declared a pandemic (a ‘known event’) and you renewed your existing AllClear annual multi-policy before or on your expiry date (so there was no lapse in cover).

When making your claim you will be asked to prove the date of your booking and that at the time you booked you were also covered by a live AllClear annual multi-trip policy. Other providers may have different policies – please check with your policy provider.

 

When the FCO lift the global travel ban and it’s safe to travel – will I be able to purchase a policy that covers me for other sections of risk such as cancellation and curtailment for COVID-19 related incidents?

We provide cover under Medical Emergency Assistance and associated costs, Cancellation and Curtailment sections of our policy for claims where you, or a member of your family or travelling party becomes ill with Coronavirus or must quarantine as a result of medically diagnosed Coronavirus.

We do not currently cover under these sections the following:

  • Suspected cases of Covid
  • Any claim where the customer or a member of their family / travelling party hasn’t been infected with Covid or personally instructed to quarantine by the NHS or a healthcare professional
  • Cancellation due to restrictions implemented by any government or administration or actions taken by a transport or accommodation provider as a result of, or measure to control, Coronavirus
  • or for claims relating to any fear or threat concerning these viruses which leads to a disinclination to travel.

If you travel whilst the FCO advise against all but essential travel, claims resulting from that trip will not be covered under any section of your policy.

 

Changes to travel dates

If my tour operator changes my travel dates or I want to change my travel dates, will I still be covered for Coronavirus (COVID-19), under the amended policy?

If you booked your trip and bought your policy before 23:59 12th March 2020, have a single trip policy, and change your dates you will be covered under all sections of the policy.

If you booked your trip on or after 13th March 2020 you will be covered for medical emergency assistance and other associated costs, cancellation and curtailment for claims where you, or a member of your family or travelling party becomes ill with Coronavirus or must quarantine as a result of medically diagnosed Coronavirus.

If you have an annual multi-trip policy and you are not requesting an increase to the stated maximum individual trip length, we would not consider this to be a new trip and would honour the policy terms you had in place before your travel dates were changed.

 

My holiday/flight dates have been moved by my travel provider/airline, can I move the dates on my insurance policy?

Most of our policies will allow you to move your travel dates up to 12 months from the original trip date as long as the insurance has not already expired, the duration is no longer than the original trip length, the destination is within the same region as the original trip and you have no claims pending or are not intending to make a claim. You will need to contact our Customer Care team on 01708 339029.

Please check your policy documents to see the terms of those policies that do not comply with the above:

  • Citybond – new date of travel must be in the same year of the original purchase year
  • Good to Go – trips must start before the end of December 2021
  • Explorer – trips must start after 5th July 2020 and be within 12 months of the original departure date
  • Freedom – are providing the option to move dates to a new or replacement trip and will charge an additional premium where necessary

 

Before you go

If I contract Coronavirus before I go on holiday, am I covered to cancel my holiday?

If you booked your trip and bought your travel insurance policy before 23:59 on 12th March 2020: yes, you would be able to submit a cancellation claim for consideration with supporting evidence from your GP.

If you booked your trip on or after 13th March 2020: from 9th July 2020 Cancellation and Curtailment cover has been reinstated for policies purchased on or after 13th March 2020. You will therefore be able to submit a cancellation claim for consideration with supporting evidence from your GP..

 

If I am quarantined before my departure due to Coronavirus and cannot go on holiday, am I covered to cancel my trip?

If you booked your trip and bought your travel insurance policy prior to 23:59 on 12th March 2020: yes, you would be able to submit a cancellation claim for consideration with supporting evidence from your GP.

If you booked your trip on or after 13th March 2020: from 9th July 2020 Cancellation cover has been reinstated for policies purchased on or after 13th July 2020. You will therefore be able to submit a cancellation claim for consideration with supporting evidence from your GP.

 

I’m no longer travelling due to the Coronavirus and I don’t need to claim as my costs were reimbursed, can I cancel my insurance policy?

If you are within your 14-day cooling-off period, a full refund will be due.

If you are outside of the cooling-off period and your policy has not expired, you will be able to receive a partial refund in line with your policy terms and conditions.

Alternatively, like many of our other customers, you may want to take advantage of our voucher refund offer as you will receive an additional 20% of the refund value, valid for 36 months from issue. Please contact our customer services team on 01708 339029 for more information.

 

Should I wait until closer to my travel dates before I try to make a claim?

Yes, if the FCO is advising against ‘All but essential travel’ to your destination, a claim will only be considered within 48 hours of your intended date of departure.

If the FCO is not advising against travel, this will be considered a disinclination to travel and you will not be able to make a claim unless you have been declared medically unfit to travel by your GP or Consultant, in which case medical evidence will be required by the claims team.

 

How long do I have to make a claim – cannot get through to travel provider

Under normal circumstances you would be expected to make your claim within 28 days. However, under these exceptional circumstances we understand this may take a little longer. Please submit your claim as soon as possible.

 

I have booked a package holiday and my destination is still not on the list of exempt countries. What are my entitlements?

You should contact your tour operator in the first instance as they may be able to offer you a refund or rearrange your trip dates.

 

I booked my trip before 23:59 on 12th March 2020, but I have only partially paid for it. Should I pay the balance and am I only considered to have ‘booked’ my trip when it is fully paid for?

Most travel companies will require balance payment 6 to 8 weeks prior to departure.

Our claims team has advised that balances should be paid.

If customers refuse to pay any balance and cancel their trip, they will lose their deposit and will not be able to claim through their travel insurance policy.

We will only consider cancellation claims within 48 hours of intended departure and we will only consider claims for irrecoverable losses.

Please note: in circumstances where customers are provided with coupons, vouchers or credit notes (by hotels/airlines/tour operators etc) for the purposes of re-booking trips at a later date, be aware that this constitutes a monetary refund therefore you are unable to make a claim for losses.

In the first instance, customers should talk to their travel company/tour operator to obtain a refund, credit note or change of dates.

If you are contractually obliged to pay the remaining sum of your trip, then we will take the date that you initially booked the trip as your ‘booking’ date. If not, then we will take the date that you completed payment. In the first instance, you should contact your travel company to see if they can offer you a refund or rearrange your trip dates.

 

If I decline travel vouchers from the tour operator/travel agent or airline can I still make a claim?

In circumstances where customers are offered coupons, vouchers or credit notes (by hotels/airlines/tour operators etc) for the purposes of re-booking trips at a later date, be aware that this constitutes a monetary refund, therefore you are unable to make a claim for losses.

 

I have a trip booked in the UK. Can I claim for cancellation?

AllClear policies only cover trips in your home country where there is pre-booked accommodation. So, in the first instance you should contact your accommodation provider to see if they will change the dates of your trip or offer a refund. AllClear policies will only cover non-refundable expenses.

 

I am over 70 and/or have chronic medical conditions and I need to self-isolate as advised by UK government – can I submit a cancellation claim?

If you booked your trip and bought your travel insurance policy prior to 23.59 on 12th March 2020:

Yes, you would be able to submit a cancellation claim for consideration if you have been declared medically unfit to travel and can provide the supporting evidence as requested by the claims team.

If you bought your travel insurance or booked your trip on or after 13th March 2020:

From 09/07/2020 cancellation cover for over 70’s has now been reinstated for policies purchased on or after 13/03/2020. You will therefore be able to submit a cancellation claim for consideration with supporting evidence from your GP. Cancellation cover for those self isolating will become effective after the UK government confirms travel is safe for those customers with chronic medical conditions to countries where the FCO advise it is safe to travel.

While you’re away

What happens if I am unable to return to the UK?

AllClear policies will extend for up to 60 days if you are stuck abroad and can evidence that you are actively trying to return to the UK. If you have chosen to remain abroad, you will be required to purchase a single trip policy and pay the premium associated with that policy. For other providers please contact our Customer Care team on 01708 339029.

 

If I must self-isolate during my holiday, what should I do?

Contact our Medical Assistance team. They will be able to give you guidance based upon your individual circumstances. The phone number is open 24 hours a day. For AllClear policies this is +44 (0)207 748 0521.

 

If I am notified by UK Track & Trace that I’m at risk and I need to self-isolate and/or stop travelling and/or curtail my trip and go home will I be covered?

If you booked your trip and bought your travel insurance policy prior to 23:59 on 12th March 2020: yes, you would be able to submit a cancellation or curtailment claim for consideration.

If you bought your travel insurance on or after 13th March 2020: from 9th July 2020, Curtailment cover has now been reinstated for policies purchased on or after 13th March 2020. You will therefore be able to submit a curtailment claim for consideration

 

If I am abroad and I catch the Coronavirus am I covered?

If the FCO had not advised against travel to that country at the start date of your trip, you will be covered for medical emergency assistance and other associated costs.

If you experience symptoms, you should contact our 24-hour medical emergency line which can be found in your policy wording. For AllClear policies this is +44 (0)207 748 0521.

 

If I have missed my homeward flight and cannot contact my flight provider?

Contact the British Consulate as they are helping UK citizens return home. If you have an AllClear policy, you can also contact our Medical Assistance team on +44 (0)207 748 0521. They may be able to give you guidance based upon your individual circumstances. The phone number is open 24 hours a day.

 

If my visa runs out while I’m abroad due to having been placed in quarantine, and I get fined as a result, will I be covered?

Yes, we will consider a Coronavirus (COVID-19) related claim under these circumstances if you purchased your policy and booked your trip before 23:59 on 12th March 2020.

 

Upgrading or buying a new policy

Will I be covered for Coronavirus (COVID-19) if I buy a travel insurance policy now?

AllClear policies purchased on or after 13th March provide cover for medical emergency assistance and other associated costs for COVID-19 related incidents.

From 9th July 2020 we will also consider claims under the Cancellation and Curtailment sections of our policy where you, or a member of your family or travelling party becomes ill with Coronavirus or must quarantine as a result of medically diagnosed Coronavirus.

We do not currently cover under these sections the following:

  • Suspected cases of Covid
  • Any claim where the customer or a member of their family / travelling party hasn’t been infected with Covid or personally instructed to quarantine by the NHS or a healthcare professional.
  • Cancellation due to restrictions implemented by any government or administration or actions taken by a transport or accommodation provider as a result of, or measure to control, Coronavirus
  • or for claims relating to any fear or threat concerning these viruses which leads to a disinclination to travel.

If you travel whilst the FCO advise against all but essential travel, claims resulting from that trip will not be covered under any section of your policy.

 

I have a European annual multi-trip policy and need to upgrade it to cover a trip booked before 23:59 on 12 March 2020 – will I be covered for Coronavirus?

If you upgrade your policy to a different region or for a longer maximum trip length on or after 13th March, you will be covered for medical emergency assistance and other associated costs. .

From 9th July 2020 we will also consider claims under the Cancellation and Curtailment sections of our policy where you, or a member of your family or travelling party becomes ill with Coronavirus or must quarantine as a result of medically diagnosed Coronavirus.

We do not currently cover under these sections the following:

  • Suspected cases of Covid
  • Any claim where the customer or a member of their family / travelling party hasn’t been infected with Covid or personally instructed to quarantine by the NHS or a healthcare professional.
  • Cancellation due to restrictions implemented by any government or administration or actions taken by a transport or accommodation provider as a result of, or measure to control, Coronavirus
  • or for claims relating to any fear or threat concerning these viruses which leads to a disinclination to travel.

If you travel whilst the FCO advise against all but essential travel, claims resulting from that trip will not be covered under any section of your policy.

 

If I forgot to declare all relevant medical conditions when I bought my policy and now must amend my declaration – will I still be covered for Coronavirus (COVID-19)?

If you booked your trip before 23:59 on 12th March 2020 and bought your policy before 23:59 on 12th March 2020:
Yes, should you need to declare further conditions post-sale, you will still be covered for Coronavirus related incidents.

From 9th July 2020 we will also consider claims under the Cancellation and Curtailment sections of our policy where you, or a member of your family or travelling party becomes ill with Coronavirus or must quarantine as a result of medically diagnosed Coronavirus.

We do not currently cover under these sections the following:

  • Suspected cases of Covid
  • Any claim where the customer or a member of their family / travelling party hasn’t been infected with Covid or personally instructed to quarantine by the NHS or a healthcare professional.
  • Cancellation due to restrictions implemented by any government or administration or actions taken by a transport or accommodation provider as a result of, or measure to control, Coronavirus
  • or for claims relating to any fear or threat concerning these viruses which leads to a disinclination to travel.

If you travel whilst the FCO advise against all but essential travel, claims resulting from that trip will not be covered under any section of your policy.

 

 

Please bear in mind

Always check your policy terms and conditions to see exactly what cover your policy provides and how much you can claim for, as different policies vary.
 

AllClear telephone opening hours

The safety of our staff is paramount so following the restrictions on movement imposed by the Government on 23rd March, we have redeployed as many of our team to homeworking as possible.

This change to the way we work coupled with the impact COVID-19 is having on us means we have had to take the difficult decision to shorten our opening hours to:
 
Insurance Sales

  • Monday to Friday: 9am – 6:00pm
  • Saturday: 9:00 – 5:30pm
  • Sunday: 10:00am – 5:00pm

 
Customer Services

  • Monday to Friday: 9am – 6:00pm
  • Saturday: 9:00 – 5:30pm
  • Sunday: Closed

 

These new hours will continue until further notice. We are regularly reviewing the situation in line with Government updates and hope to increase these hours as soon as feasible.

We hope you’ll agree that this is a practical measure to meet business and staff safety needs.