If you are an existing customer who purchased their policy before the 17th January 2022, please check your policy wording to see what cover was provided under your policy. To access copies of your policy documents, you can quickly register for your free customer area access by clicking here. Alternatively, you can find copies of policy wordings by purchase date by clicking here.
If you are an existing customer who purchased their policy on or after the 17th January 2022, all of our policies provide cover for:
If you have purchased our specialist COVID-19 optional extension, you will have additional coronavirus cover for:
Before you read on
Please note, these FAQs have been collated specifically for customers who purchased their policy AFTER the 17th January 2022. If you purchased your policy before this date please check your policy wording to see what cover was provided under your policy. To access copies of your policy documents, you can quickly register for your free customer area access by clicking here. Alternatively, you can find copies of policy wordings by purchase date by clicking here.
Who should you speak to first?
We have provided more specific advice below, but in general, airlines, tour operators and travel agents are covering costs associated with events that might lead the cancellation or curtailment (cutting short) of your trip. This means you should only be submitting claims to us after you have exhausted those options first. You will be after by our claims team to provide proof that you have been denied a refund from the transport and accommodation providers before they consider your claim.
I am looking to make a claim for Cancellation or Curtailment – where do I start?
As general advice, please be aware that if your trip is cancelled, rearranged or curtailed as a result of COVID-19 and/or FCDO advice, then it is likely that your transport and/or accommodation provider will be able to refund you. We will only be considering claims where you have approached the appropriate provider for either a refund, reimbursement or change in trip dates, prior to submitting a claim to us. There are some details further down the page as to who you can approach to support you before submitting a claim to us.
If after approaching your accommodation and transport providers, you are still looking to make a claim for cancellation or curtailment relating to COVID-19 or change in FCDO advice, you can find the claims process detailed here.
Please make sure you submit your claim with all the supporting documentation requested. Missing information could result in delays to the assessment of your claim.
My flight was cancelled by the airline – can I claim for this on my travel insurance policy?
This is something you would need to approach your airline about. If you had booked accommodation separately, then you will need to approach the accommodation provider to see what your options are. You may be able to include this in your claim to the airline. If the airline will not accept the claim for the accommodation costs then it may be that you bank or credit card provider can support with this via Section 75 of the consumer credit act. Please contact your credit or debit card company for details on the process. There are some details further down the page as to who you can approach for help and support before submitting a claim to us.
I had to cancel due to local government restrictions at the location where I was due to stay – can I claim for this on my travel insurance policy?
Unfortunately, most travel insurance policies do not include this as a reason to cancel. However, if your trip is no longer able to go ahead as originally planned – i.e. excursion cancellations, restrictions on use of the facility etc. then customer who have booked via a tour operator or travel agent, should in most cases be able to claim a refund from their tour operator or travel agent. Customers who booked accommodation and transport through separate providers will need to approach their booking agents to see if they are able to change dates or offer a refund.
I had a claim declined previously as there was no FCDO restrictions in place, but now there is – can you reassess my claim?
Unfortunately, this is not an option, our appointed Claims team can only assess claims based on facts and information available that applied at the time of you cancelling the trip and submitting the claim.
Flight Company and Air Passenger Rights
Flight companies are regulated by the Civil Aviation Authority. If your flight operator cancels or can’t fulfil your flight then there is protection available under something called the ‘Montreal Convention’. Some airlines are going over and above their requirements and so it is important to contact them in the first instance to find out what support they can give you.
Flight cancellations by the airline need to be claimed directly from them, your insurer will not consider a claim unless you have sought a refund from your airline in the first instance.
All around the world, passenger rights for international flights are protected under the Montreal Convention. Essentially, this piece of law states that the airline is responsible for you if your flight is cancelled and/or you are left stranded at an airport waiting for a flight. These measures of care include:
In countries like Canada, Israel and the Member States of the European Union, your rights are protected even further.
Like any piece of law, it is complicated and not that easy to read! But below is a link and if you google CAA and Montreal Convention then you will find some useful information online that may help you.
Complaints/Resolver
If you are getting resistance from your tour operator or booking agent and believe you have a valid claim for refund or reimbursement from them. Then there are several bodies you can approach including ABTA and ATOL. In addition to this there is an independent online resolution service called ‘resolver’ which has had positive outcomes for many consumers with disputes.
If you have more questions which have not been answered here, please click here to visit our claims and assistance provider’s dedicated FAQs page. Alternatively, please complete the contact form here.
We hope you aren’t affected by this outbreak, but if you are, we’re here to help.
The Insurancewith Team.
