In the first instance, you should contact your airline, tour operator, accommodation provider, or other carriers to enquire about refunds, or about changing travel dates. Our policies do not cover persons entering an area against the advice of the Foreign, Commonwealth & Development Office (FCDO). This will not apply if you have purchased our Enhanced COVID-19 Protect cover (where it is available*) and you are travelling to a European destination and the restriction is against “all but essential travel” solely related to COVID-19. *Available only on products purchased directly from us and not via a price comparison website.

If you or any other traveller on this policy contract COVID-19 and have chosen not to have the recommended vaccination(s) you will not be covered for any COVID-19 related claims under this policy. The UK Government has recommended that all eligible persons have a booster vaccination. If you have not had the booster vaccine you may not be covered under our policy. Discretion may be applied if you are medically exempt to have the recommended vaccination(s) and this is shown on your medical records.

There is no cover under our insurance policies for costs to quarantine in the UK or your destination country or any other consequential costs such as loss of earnings. As of February 2022, the traffic light system which dictated quarantine requirements when returning to the UK has been repealed, however this may change quickly depending on the UK Governments response to the pandemic. Please continue to monitor the UK Governments website for further updates, or your local government website if you live in Scotland, Wales or Northern Ireland as the rules may differ. Please check the local government requirements where you reside as the advice differs depending on what country you reside in. It is also important to check the government website of the country you are travelling to, to ensure you are up to date on their latest requirements.

If you are travelling to Europe we now offer Enhanced Covid-19 Protect Cover add-on to policies purchased directly from us and not through a price comparison website, giving greater protection against a wider range of COVID-19 related issues. You can easily add this to your policy, when choosing your policy type, prior to purchase. Alternatively, if you already have a policy with us and require the benefits of the add-on please call our customer service team who can assist you in adding it to an existing policy. The key benefit is the add on will cover you if you choose to travel against FCDO (Foreign, Commonwealth & Development Office) advice in relation to COVID-19, as long as the advice is against “all but essential travel” solely as a result of COVID-19. You should contact your Travel Agent, Tour Operator, airline or accommodation or credit card provider for a refund in the first instance. Booked through a Travel Agent or Tour Operator If you booked with a Travel Agent or Tour Operator, you should contact them first to see if you can make any changes to your trip, or if they are able to offer you a refund. You can make a claim under the Package Travel Regulations if any travel intermediary booked two or more parts of your holiday together and they are then unable to deliver the full package. You should not pay any additional payments to your Tour Operator or Travel Agent without confirmation that any additional payment is fully refundable should the trip be cancelled for any reason by the operator (for example the balance of the holiday cost where you have only paid a deposit so far). Booked flights only or accommodation only If you booked your travel independently, you should still approach the travel provider (airline, accommodation provider etc) in the first instance to rebook or for a refund. If you have alternative dates to travel after contacting your Travel Agent or Tour Operator, airline and/or accommodation provider, please contact our team who will update your policy. Please note, any change to your policy may result in a change of premium.

There is no cover for any curtailment costs if the UK Government changes the ‘traffic light’ status of your destination. As of February 2022, the traffic light system has been repealed, however this may change quickly depending on the UK governments response to the pandemic. Please continue to monitor the UK Governments website for further updates, or your local government website if you live in Scotland, Wales or Northern Ireland as the rules may differ.

If you have tested positive while on your trip and have been asked to self-isolate, you will be covered for any emergency medical expenses in treating your illness. Terms, conditions and exclusions apply - please check the policy wording for full details. If you have not tested positive and have been asked to self-isolate as you have been a close contact of someone who has tested positive, there would be no cover under the insurance policy.

There is no cover for the cost of obtaining evidence to support your claim.

Please check what the entry requirements are for your destination. If you do not meet the vaccination requirements set by your destination, there is no cover under the insurance policy for your accommodation / travel costs.

If your children or anyone else on the policy have chosen not to have the recommended vaccination(s) you will not be covered for any COVID-19 related claims under this policy. The UK Government has recommended that all eligible persons have a booster vaccination. If you have not had the booster vaccine you may not be covered under our policy. Discretion may be applied if you are medically exempt to have the recommended vaccination(s) and this is shown on your medical records.

If you need to change or cancel your travel insurance policy, please contact our customer service team.

If the person that tests positive is under the age of 18 or if medically necessary our assistance team may allow you to stay past your pre-booked return date. Please contact our assistance team as soon as possible to ensure they are able to support you with your claim.

If you have been given alternative dates to travel by your airline and/or accommodation provider, please contact our customer service team who will be able to assist you by updating your policy. Please note, any change on your policy may result in a change of premium.

You should contact your Tour Operator or Travel agent to check that any additional payment is fully refundable should the trip be cancelled for any reason by the operator (for example the balance of the holiday cost where you have only paid a deposit so far). It is very important that you do check and get clarity from the Airline or Tour Operator as if your trip is cancelled you should expect a full refund of the whole cost of the trip once you have paid the full amount. It may sound counter-intuitive to pay out more money to guarantee either a holiday or your money back, but that is the way some operators' policies work. Deciding not to pay the balance and not getting clarity from your Airline or Tour Operator could mean that you lose the deposit or even if the trip is subsequently cancelled, you may not get the money back. Disinclination to travel is not covered under the travel insurance policy.

There is no cover under your policy if you are not allowed entry to a country which has: • closed its borders; or • placed restrictions on entry to its country to nationals from certain countries; or • placed restrictions to nationals who have travelled to countries affected by an outbreak of Coronavirus If you are refused entry at passport/border control, you should contact your airline or transport provider to arrange changing your return ticket to allow you to come home early.

If a Medical Practitioner has advised you not to travel because test results show you or a family member has contracted COVID-19 within 14 days of your pre-booked departure date you may be able to submit a claim for cancellation. If a Medical Practitioner has advised you not to travel because you, a travelling companion or a family member has been instructed to self-isolate which prevents you from starting your insured journey and you have purchased the Enhanced COVID-19 Protect cover option you may be able to submit a claim for cancellation.

Your policy covers you if a number of things happen to stop you from travelling, which are listed in your policy wording. There is no cover for not wanting to go on holiday because of the fear or risk of contracting Coronavirus. You may be able to arrange alternative dates to travel by contacting your Travel Agent or Tour Operator, airline and/or accommodation provider. Once this is agreed please contact our customer services team who will update your policy. Please note, any change on your policy may result in a change of premium.

If you booked with a Travel Agent or Tour Operator, you should contact them first to see if you can make any changes to your trip, or if they are able to offer you a refund. You can make a claim under the Package Travel Regulations if any travel intermediary booked two or more parts of your holiday together and they are then unable to deliver the full package. If you booked your travel independently, you should still approach the travel provider (airline, accommodation provider etc) in the first instance to rebook or for a refund. If you have alternative dates to travel after contacting your Travel Agent or Tour Operator, airline and/or accommodation provider, please contact our customer service team who will update your policy. Please note, any change on your policy may result in a change of premium.

Yes, provided this is a PCR test undertaken by an approved NHS site and processed through an approved NHS laboratory then this meets the criteria of being certified by a Medical Practitioner

No, there is no cover for you cancelling your trip if a relative is diagnosed with COVID-19 and you chose not to travel.

Yes, provided the friend or relatives’ diagnosis is confirmed by a medically approved test and validated by a Medical Practitioner then the policy provides cover for this scenario.

Yes, provided you have written confirmation from your scheduled Public Transport operator (or their handling agents) confirming the exact reason for which You were denied boarding, together with details of any alternative transport offered.

Yes, provided you take a medically approved COVID-19 test certified by a Medical Practitioner which shows a positive diagnosis you will be covered for Emergency Medical and Repatriation expenses should they be required including reasonable additional travel and accommodation expenses. Please contact the Emergency Assistance team as soon possible if required.

Yes, depending on your circumstances you may be able to claim for reasonable additional travel and accommodation costs till you are able to return home. Please contact the Emergency Assistance team as soon as possible if required.

You may be covered for your transport providers failure depending on whether the providers failure meets the requirements under Scheduled Airline Failure Insurance or End Supplier Failure Insurance. Please check your policy coverage to ensure this is included.

Yes, if your relative or member of your household dies following a medically approved test showing a positive result for COVID-19 or is hospitalised for treatment requiring mechanical ventilation, you will be covered for cutting your trip short and returning to the UK.

If you need to make a claim you can get a claim form by clicking here. You can also find a document explaining the evidence you will need to provide so we can assess your claim. We are currently experiencing a very high level of claims owing to COVID-19 / the Coronavirus and will only process completed claim forms received by post and e-mail.

Once we receive your claim we will pass it to the necessary team for processing. A claim handler will assess the nature of your claim and ensure that they have the necessary documentation to process a settlement. If the nature of your claim is not covered or is not within the conditions of your policy your claim will be rejected and passed back to our administration team. They will endeavour to contact you to discuss your options. If we don’t receive the necessary documentation to support your claim it will be passed back to our administration team who will get in touch to support you with your claim.

We will endeavour to get in touch will all claimants within 21 days of receipt of their claim. Due to COVID-19 we have extended our response time from 10 to 21 days. The response time could be extended if additional supporting evidence is requested.

Unfortunately we are unable to offer a receipt of your claim. We will endeavour to get in touch will all claimants within 21 days of receipt of their claim with a settlement, request for further information or rejection of their claim. Due to COVID-19 we have extended our response time from 10 to 21 days. If you do not hear from us immediately after you have sent your claim do not worry, it can take time to assess the nature of your claim, and endeavour to cover any losses you may have incurred.