Travel Insurance advice for customers affected by Coronavirus (COVID-19)

There is some uncertainty in regards to travel at the moment, and this is changing by the day. Whether you have already booked a trip or are still in the planning stages, our travel partners Rock Insurance have answered some of the main questions and concerns that you may have.

Our travel policy is underwritten by Ageas Insurance Limited.

Am I insured if I travel against the advice of the Foreign and Commonwealth Office (FCO)?
None of the policies underwritten by Ageas will provide any cover if you decide to travel against the advice of the FCO. This would be for ‘All Travel’ and ‘All but Essential Travel’.

If the area is classified as ‘All but Essential Travel’ and customers are still planning to go, they must contact us in advance with their reasons for travel and cover must be agreed by the Underwriters.

Will my policy cover medical treatment for the Coronavirus? And will repatriation be covered?
If you travel to a country that the FCO has not advised against travel to and catch Coronavirus or require medical treatment, then yes cover will be in place for emergency and necessary treatment. Customers should be aware that our policies are travel insurance policies and not private medical insurance, meaning that there is no cover for any medical expenses incurred in private medical facilities if we have confirmed that medically capable public facilities are available.

Please contact our Assistance Team if you require medical treatment. All contact details are available at the bottom of this page.

Our policies will provide cover for repatriation (bringing you home) that is medically necessary. Our Assistance Team will liaise with your treating doctor(s) about your treatment plan and if required obtain a ‘fit to fly’ certificate. We also liaise with you and advise on, and put in place, suitable repatriation plans to get you home as soon as it is medically safe to do so in order to achieve your optimal recovery. Our team are unable to make arrangements to repatriate you where it is against local advice, where travel is restricted or where you would pose a risk to other passengers.

Am I covered for cancellation due to the Coronavirus?
Under all Ageas underwritten policies there is ‘specified cause’ cancellation cover, which does not extend to cancellation due to the Foreign & Commonwealth Office advising against travel to a country (or parts of a country).

In the first instance customers with travel booked to areas that the FCO have advised against travel to should contact their airline or tour operator in order to obtain a refund or arrange an alternative holiday.

If I am stuck abroad due to the Coronavirus and cannot come home on my planned return date, will my travel insurance be extended to cover me until I can get home?
Depending on your policy, cover may be extended for the following reasons:

• If you are hospitalised, require medical treatment and are unable to fly.
• If your transport is disrupted or delayed.
• If you cannot return home for any reason beyond your control

If I am quarantined due to the Coronavirus, what cover is in place?
If you are admitted to hospital with the virus your policy will usually provide medical emergency cover and assistance with returning home when you have been discharged.

Please contact our Assistance Team if you are admitted to hospital.All contact details are available at the bottom of this page.

If you are confined to your trip accommodation in a quarantine situation, Ageas policies will not cover any additional accommodation or other additional costs, the local governments and authorities imposing quarantine should be assisting with these costs.

What happens if I arrive at my holiday destination and they refuse entry due to the virus?
If you travel to an area which the FCO advise against travel to, there would be no cover under the travel insurance policies, as this would be considered as a known event.

If you travel to an area and the FCO advice changes after leaving home, you should contact your travel agent or tour operator for information on the availability of flights or refunds in the first instance.

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.

Will I be covered if I want to cut my trip short due to the Coronavirus?
Travel insurance policies have different terms and conditions regarding what is and what is not covered in regards to cutting short a trip.

This type of event is usually not covered across the travel insurance industry for cutting short a trip. This is because most policies have specific reasons for cutting short your trip and the “fear of an epidemic, pandemic, infection or allergic reaction” is not one of those reasons.

We would advise travellers who have booked package holidays to a destination affected by the viral outbreak and looking to cut your trip short, that you should contact their travel agent or tour operator for information on the availability of flights in the first instance.

If you are travelling independently from a tour operator or travel agent, you should make your own arrangements to leave by either altering return tickets where possible or booking onto an alternative commercial flight or mode of transport. Claims for independent traveller’s additional expenses in returning home earlier than planned, where medically justified, will be assessed on a case-by-case basis.

If I go out on an excursion for the day and then am not allowed back to my travel accommodation (or cruise ship) due to quarantine, what cover do I have?
You should follow any instructions issued by the local authorities, as it is more than likely that you will have to enter some form of quarantine.

Traveller’s should contact their travel agent or tour operator for assistance in the first instance.

If I have a stop-over in an area which the FCO advises against travel to, am I still covered?
Yes, but where possible, you should remain at airport.

Can my policy be changed to suit a ‘new/different’ holiday or trip?
Yes, your policy can be transferred to an alternative booking if you are unable to go on your trip, but your Tour Operator is happy to transfer holiday to alternative destination/dates.

What can I do with my policy if I am no longer travelling and have received a refund for my holiday?
Yes, Ageas will refund 50% of your policy premium.

Contact details for your policy:

• If you have an emergency during your trip
• If you require medical treatment outside your home country
• If you have to return early to your home country

Please phone +44 (0)2380 644633 and quote your policy number. (lines are open 24 hours a day)

International Medical Rescue, the emergency assistance company will provide help if you are ill or injured outside your home country. They provide a 24-hour emergency service 365 days a year.

YOU, OR SOMEONE ON YOUR BEHALF, MUST CONTACT US BEFORE INCURRING COSTS ABOVE £500.

International Medical Rescue

Tel: +44 (0)2380 177468
Online: www.imr-claims.com