NEWS FLASH!
Did you know, most Airlines, Tour Operators and Hotels offer flexible booking and free cancellation so please make sure you speak with them first - this is the quickest and easiest way to get repaid!
If you do go on to make a claim with us, we'll need confirmation from them that refunds, vouchers or travel date changes aren't possible and the reasons why before you'll be able to make a claim.
Airline Booking
If you've booked with an EU-based airline and they've cancelled your flight, you're legally entitled to a full refund or credit voucher or a change of travel dates from them. Your travel insurance won't cover you, so please contact your airline.
Package/Online Holiday Booking
If you've booked a travel and accommodation package online, you may be entitled to a refund from them if they've cancelled your holiday. You must speak with them first about a refund or to rearrange your booking.
Accommodation Only
If you've only booked a hotel and your trip's been cancelled, please contact the hotel/booking website to request a refund or rearrange your stay dates.
If you need more information about what you're covered for, take a look at your Insurance Policy Document - you'll find it in your Inbox or it may have been posted to you.
NEWS FLASH!
Did you know, most Airlines, Tour Operators and Hotels offer flexible booking and free cancellation so please make sure you speak with them first - it's the quickest and easiest way to get repaid!
Every claim needs supporting documentation, including claims related to Covid-19. If you've tested positive for Covid-19 and need to make a claim, we'll need official confirmation before we can look at your claim. Here's what we'll need:
- An officially certified positive test certificate from the NHS, your GP or from an official testing provider showing the name and date of the test. If they've been officially verified, we can also accept photos of tests you've taken at home.
- Your booking invoice: showing a breakdown of the original trip costs, the dates of your trip and your name.
- Your cancellation invoice(s) or 'no-show' email showing cancellation charges, cancellation date and any refunds they will make to you. We'll need this information from your tour operator or for each element if you booked your trip yourself (hotel, flight, car hire etc).
If you need to cancel a trip due to either yourself, a family member or travelling companion testing positive then please use the online claims portal to register your claim by clicking HERE.
Whilst we are unable to confirm if your claim is covered providing us with as much information up front will help our team make a quick decision.
The insurer is entitled to request reasonable evidence in support of a claim. You should test and report test results in line with official guidance to reflect your country and territory of residence.
Claims related to a Positive Covid-19 test result can only be considered when certified by an independent authority:
- Examples of this are: a private Covid testing provider’s official certificate, an NHS administered Covid-19 test result in written form, or the medical report of a GP’s administered Covid-19 test result.
- The written confirmation must include the name of the person to whom the test relates, the date of the test, and the test result.
- We are unable to accept photographs of a Lateral Flow test taken at home unless it has been independently verified.
In addition to the above, you will also need to provide:
- Original booking invoice: from your travel agent which was issued when the trip was initially booked. Please note that we do require a full breakdown of the trip costs including any taxes, fees, and charges as some of these may not be subject to cover under the terms of the insurance. If you booked your trip independently then the original booking invoices for your travel and/or accommodation are required. If this information was sent to you via email, a copy of the email and any attachments will suffice.and/or
- Original cancellation invoice(s) or no-show letter from your travel provider detailing the cancellation charges levied against the booking. This will show the date of cancellation, cancellation charge, and any refunds that are due to you. If you have booked your trip independently, (i.e., Travel and accommodation separately) then we will require the cancellation invoices for each element of your trip.
Recommended documents:
- Confirmation of all cancellation(s) including any refunds already given
- Medical reports / medical certificate
- Trip Booking terms and conditions
- Dated Confirmation of Coronavirus test booking
- Date Results of Coronavirus test
Claims related to a Positive Covid-19 test result can only be considered when certified by an independent authority. Examples of this are: a private Covid testing provider’s official certificate, an NHS administered Covid-19 test result in written form, or the medical report of a GP’s administered Covid-19 test result.
The written confirmation must include the name of the person for whom the test relates to, the date of the test and the test result.
We are unable to accept photographs of a Lateral Flow test taken at home unless it has been independently verified.
If you are looking for information about your policy coverage, please refer to your Insurance Policy Document. If you have any questions please contact us by clicking HERE.
IMPORTANT:
Many Airlines and Tour Operators offer extended flexible booking conditions, so please ensure that you have spoken to them for a refund, or to rebook prior to submitting your claim.
If you have a medical emergency, call our 24/7 medical emergency service on +44 (0) 333 333 9669.
For everyday, regular medical help, it's best to visit a local clinic. You only need to contact our 24-hour medical assistance team in an emergency.
If you've already had medical treatment and your policy has cover, you may be able to make a claim. You can send it to us online, simply click HERE.
NEWS FLASH!
Did you know, most Airlines, Tour Operators and Hotels offer flexible booking and free cancellation so please make sure you speak with them first - this is the quickest and easiest way to get repaid!
You can make a claim if your doctor said you're medically unfit to travel. Sorry, there's no cover if you're advised to cancel only as a precautionary measure.
If you have any questions please contact us by clicking HERE.
We advise all customers to follow travel advice provided by the Foreign Commonwealth Office (FCO).
If they advise against travel to your destination, contact your travel provider about a refund or to rearrange your booking.
If you need more information about what you're covered for, please take a look at your Insurance Policy Document, you'll find it in your Inbox or it may have been posted to you.
If you're looking for a refund of the money paid for your insurance policy, please refer to your policy documentation and contact the sales team.
PLEASE NOTE: you're unable to apply for a refund of your insurance premium and register a claim for trips cancelled as a result of Coronavirus.
