Travel Insurance

The latest information about our cover

Coronavirus update

We’ve been closely following the news and advice around the coronavirus, which has continued to evolve quickly. We’ve now made the difficult decision to withdraw our Single Trip and Annual Multi-Trip travel insurance to new customers.

Travel insurance is designed to cover unforeseen events. The ongoing global situation with coronavirus means there’s much greater likelihood of disruption to people’s travel plans, so we’ve decided to focus our attention on our existing customers.

We hope this will only be a temporary measure, and we’ll continue to keep a close eye on the situation.

What this means for you

If you don’t have travel insurance with us
You won’t be able to get a new quote or buy our travel insurance.

If you’re an existing travel insurance customer
You’ll be able to renew your annual policy and keep the optional Travel Disruption and Airspace Closure covers if you already had them on your policy. You won’t be able to add these optional covers if you don’t already have them.

Travel insurance is designed to cover unforeseen events. In light of the ongoing global situation with Coronavirus as widely reported in the media, there is now a high likelihood your travel plans may be impacted. Depending upon your destination, you may therefore not be covered under your policy for cancellation or abandonment because Coronavirus is now a known event. Please read your policy documents before booking a trip.

What does our Travel Insurance cover?

What’s covered

Whether you choose single or annual trip insurance, here’s what you’ll be covered for as standard.

Up to £10 million for emergency medical expenses outside the UK:

  • Emergency medical treatment
  • Dental treatment for emergency pain relief
  • Emergency medical repatriation to the UK

Up to £5,000 if you need to cancel or abandon your trip due to:

  • Illness or injury of you or your travelling companion
  • Your redundancy
  • Your home being made uninhabitable by fire, storm or severe weather

Cover for your travel documents and money:

  • Emergency travel document expenses up to £750
  • Cash and bank notes up to £400
  • Delayed baggage up to £150

Take a look at the policy document for full details of what's covered.

Read our policy wording (PDF 541 KB)

What’s not covered

Unfortunately, we can’t cover everything – make sure you’re happy with what’s not covered, including:

  • Cancelling or abandoning your trip if the FCDO advise against all travel or all but essential travel to the area you were planning to stay in
  • Cancelling your trip if an airport, port or airspace you are due to travel from / to is closed
  • Out-of-date travel documents
  • Certain leisure activities that aren’t organised through a licensed operator
  • Missed connections where you’ve not left enough time for travel, e.g. transfers between airports
  • Any claim where you knew at the time of buying your policy, adding any extra’s or booking a trip (whichever is later) that you may not be able to travel

Take a look at our policy wording for full details of what's not covered.

Read our policy wording (PDF 541 KB)

What we need to know about your health

You’ll need to tell us if you’re travelling with pre-existing medical conditions – or we might not be able to pay out for claims relating to them 1. We need to know if:

  • You’ve received advice, medication or treatment for any serious illness, injury or disease in the last 12 months
  • You’re waiting for test results for any diagnosed or undiagnosed condition
  • You’re planning to stay with someone who has a serious illness, injury or disease

You don’t need to declare any minor illnesses that aren’t likely to need urgent medical treatment (like a cold).

Take a look at the policy document for more information on our medical declaration process.

Read our policy wording (PDF 541 KB)

Pre-existing medical conditions

Where we are able to offer cover for existing medical conditions, the total premium will include the cost for this cover. However, we may be unable to offer cover for certain medical conditions. If we cannot offer cover, or if you are not happy with the total premium you may be able to obtain cover from a specialist medical insurer. The Money and Pensions Service (MaPS) has details of specialist insurers in their Travel Directory. ‘To access the directory please visit or call 0800 138 7777. Please be aware you may not be able to find cover for undiagnosed symptoms and you may need to wait until you have a diagnosis before obtaining cover elsewhere.

How our claims process works

At home or abroad, we’re here when you need us – online and over the phone.

You can only claim for an unexpected event. This means you can’t claim if you knew at the time of buying your policy, adding any extras or booking a trip (whichever is later) that you may not be able to travel or need to come home early.

Step 1

Keep your documents handy

We're here to help 24/7 - online or over the phone.

For medical emergencies, call +44 1603 208 044. ^

You'll need your policy number to start a claim – so it's a good idea to take a copy of your insurance documents with you.


Step 2

Expert review

Our experienced team will take a look at your claim and work out how best to help you.

We’ll review any photos or documents you’ve sent us as part of your claim, like receipts for emergency accommodation.

Step 3

We’ll respond quickly

We’ll aim to get back to you as quickly as possible to help sort things out.

Contact us

Still need help? Give us a call.

0345 030 8715

Monday to Friday: 8:00am - 8:00pm

Saturday: 8:30am - 5:00pm

Sunday: 10:00am - 4:00pm

^ For our joint protection, telephone calls may be recorded and/or monitored and will be saved for a minimum of 5 years. The cost of calls to 03 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minute plans from landlines and mobiles.