AllClear Gold, Gold Plus and Platinum policies - coronavirus cover

Any reference to Coronavirus (COVID-19) throughout our FAQs also includes SARS-CoV-2 (severe acute respiratory syndrome coronavirus), as well as any variation or mutation of these conditions. 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.

Contents

Foreign, Commonwealth & Development Office (FCDO) change in advice

General information

Policy purchased and trip booked before 13 March 2020

Policy purchased on or after 13 March 2020

What you are not covered for

Refund from provider

 

Foreign, Commonwealth & Development Office (FCDO) change in advice

The AllClear travel insurance products underwritten by MAPFRE Assistencia do not provide cover under any section of their policies for countries currently on the FCDO’s non-exempt list, where the FCDO is advising against all but essential travel. However, please note that if you need cover for essential travel to a non-exempt country, we may still be able to assist you - please call us.

If you wish to purchase one of these products for a trip to a country currently on the FCDO’s non-exempt list you will not be covered under any section of the policy until the FCDO advise this country is once again safe to travel to.

Once a country has been removed from the non-exempt list these travel insurance products will provide you with cover under the sections of Cancellation, Curtailment and Medical Emergency Assistance. Terms and conditions will apply to each of these sections so please ensure you understand and agree to these prior to purchase.

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General information

Answers
What if your trip has been affected by the travel ban? There are different government rules on travel depending on what nation you live in. You’ll need to check your restrictions as information can change quickly and will affect whether you can travel with a valid policy or not.

  • England: the government’s ban on travel from England means that holidays that were due to start between 5 November and 2 December 2020 are being postponed or cancelled. This includes holidays within England.
  • Wales: after 9th November, the Welsh Government has agreed that although there won’t be travel restrictions inside Wales (which means that staycations are a possibility), travel will not be permitted outside Wales without a reasonable excuse in line with the travel ban for England.
  • Scotland: the travel ban for England does not affect international travel for Scotland. Travel and hospitality within Scotland is limited depending on the protection level of the region.
  • Northern Ireland: the travel ban for England does not affect international travel from Northern Ireland. See the NI government site for more information.
Travel ban: What to do if you have a holiday booked between 5 November and 2 December You’ll need to contact your holiday provider. You won’t be able to travel, even if your holiday is in the UK, so you should be offered either a refund or alternative dates by your travel company.

If you travel against government advice, then your travel insurance will be invalid during this time and will not protect you.

If you need to update your policy because of a change in your travel plans, then you can find out how we can help you to do that.
What if you’re already abroad and due to arrive back between 5 November and 2 December? You might be able to continue your holiday if you left before 5 November 2020, but you should check with your airline or travel operator that your flights have not been impacted to make sure you can come home safely.

If your holiday is cut short, then you might be offered compensation from your travel provider for any unused holiday.

If you are stranded abroad as there is no other option, or reasonable alternative but to take a later flight home due a change in airline schedule, then we can increase your Single Trip cover for up to 30 days at no extra cost. You will need to contact us as soon as possible if you need to change your length of cover. We can only do this if the respective Government’s continue to say that travellers do not need to return immediately.

When you return, you will need to check the current advice on isolating depending on whether your destination was on the UK Government’s travel exemption list.
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 FCDO’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 FCDO will continue to update its travel advice in line with the current situation.

Here are links to the FCDO advice for some popular destinations: France, Germany, Greece, Italy, Portugal, Spain.

* PLEASE BE AWARE - Your policy does not cover cancellation or costs relating to cutting short your trip due to restrictions implemented by any government or administration, e.g. the lockdown imposed by the UK Government, in England from 5th November to 2nd December 2020. See section below entitled 'What you are not covered for'.
What does my travel insurance policy cover me for? The tables featured below apply 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 FAQs also includes SARS-CoV-2 (severe acute respiratory syndrome coronavirus), as well as any variation or mutation of these conditions
  • 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.
If your trip has been cancelled, you are still in the UK and you haven't travelled yet as a result of Covid-19, the following rules apply Where you can, you should try to get a full refund from your travel company, tour operator or travel agent or credit card provider. We’ll only consider non-refundable expenses on your travel insurance policy. Provided you’re not making a claim, if you want to rearrange your trip dates 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.
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 Emergency 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.
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 cover:
  • 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 FCDO advise against all but essential travel, claims resulting from that trip will not be covered under any section of your policy.
More details below.

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Policy purchased and trip booked before 13 March 2020

  Scenario Is cover provided? Conditions of cover
Before you go Government or other regulatory authority restrictions due to Coronavirus remaining in place at time of departure preventing you from travelling Covered as standard No cover if the Foreign, Commonwealth & Development Office (FCDO) advice against travel was in place at the time of purchasing the policy or booking the trip. We will allow claims for cancellation within 48 hours of your intended date of departure provided that the FCDO advice against travel was in place. We’ll pay you for any non-refundable 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.
You fall ill with COVID-19 at home and cannot travel. Covered as standard Subject to medically diagnosed Coronavirus. No cover if symptoms or diagnosis occurred prior to your policy purchase or 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
You or a member of your family / travelling party has to self isolate at home and cannot travel due to medically diagnosed COVID. Covered as standard No cover if symptoms or diagnosis occurred prior to your policy purchase or 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
You are due to stay with family. A family member who you are due to stay with has to self isolate due to medically diagnosed COVID. You wish to cancel trip as you no longer have anywhere to stay. Covered as standard No cover if symptoms or diagnosis occurred prior to your policy purchase or 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
While you're abroad You fall ill with COVID-19 abroad and need medical treatment abroad Covered as standard No cover if travelling against government or other regulatory authority (ie FCDO) or medical advice
You fall ill with COVID-19 abroad and need to be repatriated to the UK Covered as standard No cover if travelling against government or other regulatory authority (ie FCDO) or medical advice
You fall ill with COVID-19 abroad and you need to extend your stay as a result of Coronavirus incurring additional costs. Covered as standard No cover if travelling against government or other regulatory authority (ie FCDO) or medical advice. If, due to unexpected circumstances that are beyond your control and which fall under the conditions of this cover, you cannot finish your holiday within the period of insurance set out on your validation certificate, we will extend your cover for up to 30 days.
You need to curtail your trip as a close relative has passed away from COVID Covered as standard No cover if your relative was already hospitalised before you left on your trip.

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Policy purchased on or after 13 March 2020

  Scenario Is cover provided? Conditions of cover
Before you go You fall ill with COVID-19 at home and cannot travel. Covered as standard Subject to medically diagnosed Coronavirus. No cover if symptoms or diagnosis occurred prior to your policy purchase or 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.
You or a member of your family / travelling party has to self isolate at home and cannot travel due to medically diagnosed COVID. Covered as standard No cover if symptoms or diagnosis occurred prior to your policy purchase or 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.
You are due to stay with family. A family member who you are due to stay with has to self isolate due to medically diagnosed COVID. You wish to cancel trip as you no longer have anywhere to stay. Covered as standard No cover if symptoms or diagnosis occurred prior to your policy purchase or 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.
While you're abroad You fall ill with COVID-19 abroad and need medical treatment abroad Covered as standard No cover if travelling against government or other regulatory authority (ie FCDO) or medical advice
You fall ill with COVID-19 abroad and need to be repatriated to the UK Covered as standard No cover if travelling against government or other regulatory authority (ie FCDO) or medical advice
You fall ill with COVID-19 abroad and you need to extend your stay as a result of Coronavirus incurring additional costs. Covered as standard No cover if travelling against government or other regulatory authority (ie FCDO) or medical advice. If, due to unexpected circumstances that are beyond your control and which fall under the conditions of this cover, you cannot finish your holiday within the period of insurance set out on your validation certificate, we will extend your cover for up to 30 days.
You need to curtail your trip as a close relative has passed away from COVID Covered as standard No cover if your relative was already hospitalised before you left on your trip.

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Changes to travel dates

Scenario Rules
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. With effect from 9th July 2020 you will be covered for 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

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What you are not covered for

  Scenario Is cover provided? Conditions of cover
Goverment restrictions Government or other regulatory authority restrictions due to a pandemic were already in place at time of purchasing insurance/booking holiday and restrictions remain in place at time of departure preventing you from travelling. No Cover There is no cover under your policy for circumstances known to you at the point of purchase.
Government or other regulatory authority restrictions due to a pandemic were in place at time of departure and you travelled anyway. You need to make a claim under your policy (under any section). No Cover There is no cover under your policy if you travel against FCDO or other government advice.
Cancelling or cutting short your trip due to restrictions implemented by any Government or Administration No Cover Your policy does not cover cancellation or costs relating to cutting short your trip due to a) restrictions implemented by any government or administration; or b) actions taken by a transport or accommodation provider, as a result of, or measure to control, Coronavirus.
No travel restrictions exist at time of travel. During travel, travel restrictions are imposed asking you to return to your country of residence due to COVID. No Cover Your policy does not cover cancellation or costs relating to cutting short your trip due to a) restrictions implemented by any government or administration; or b) actions taken by a transport or accommodation provider, as a result of, or measure to control, Coronavirus.
Disinclination to travel Government restrictions are introduced due to a pandemic that do not restrict you from travelling to your destination but require you to be quarantined on return from your trip. You no longer wish to travel and want to cancel your holiday. No Cover Your policy does not cover disinclination to travel.
You are due to travel but hear that there are a number of cases of a pandemic illness near where you are staying. You no longer wish to travel and want to cancel your holiday. No Cover Your policy does not cover disinclination to travel.
You are or have recently been furloughed and no longer wish to travel. No Cover Your policy does not cover disinclination to travel.
You booked your trip to attend a specific event (ie Wedding, Sporting Event, Trade Show) which has been cancelled. You no longer wish to travel and want to cancel your trip. No Cover Your policy does not cover disinclination to travel.
You booked your flight and hotel separately. Your flight is proceeding as planned but your hotel has cancelled your booking, there are other hotels available but you do not wish to travel if you cannot stay at your originally planned hotel. No Cover Your policy does not cover any claims due to actions taken by transport or accommodation providers as a result of, or measure to control, Coronavirus.
You are due to travel and your hotel advises that certain facilities may now be restricted or closed during your stay. You no longer wish to travel and want to cancel your holiday. No Cover Your policy does not cover disinclination to travel.
Government or other regulatory authority restrictions due to Coronavirus are lifted prior to your departure but you will be required to quarantine on return from your trip. You are no longer able to travel and want to cancel your holiday. Please note that this cover is based on your country of residence. No Cover Your policy does not cover disinclination to travel.
You are considered vulnerable by the UK Government and want to self-isolate, you no longer wish to travel and want to cancel your holiday No Cover Your policy does not cover for claims relating to any fear or threat concerning these viruses which leads to a disinclination to travel
You have been made redundant and cannot afford to travel any more No Cover Your policy does not cover disinclination to travel.
Provider offers voucher instead of refund Your holiday has been cancelled due to a pandemic and your provider is only offering you a voucher rather than a refund. No Cover Your policy only covers irrevocable losses. Please note that you should take the matter further with your provider.

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Refund from provider

Where you can, you should try to get a full refund from your travel company, tour operator or travel agent or credit card provider. We’ll only consider non-refundable expenses on your travel insurance policy.

Provided you're not making a claim, if you want to rearrange your trip dates we can transfer your single trip policy to cover the new trip so long as your policy has not expired and the departure date of your rearranged trip is within 12 months of your original departure date.

Should the geographical area of travel or trip duration change, an additional premium may be due.

If you have your trip dates, please call our Contact Centre to make the amends. If you do not have your trip dates, please wait until you have rearranged your holiday before calling us. However, if your policy is due to expire please contact our Customer Services team on 01708 339029.

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