Coronavirus (COVID-19) update

Last updated: 27th March 2020

Following the Government’s announcement asking everyone to stay at home, we’re making some changes to the way we work to make sure we’re looking after our people and our customers. We’re setting up as many of our colleagues as possible to work from home, but this will take a few days.

In the short-term, we’re only accepting new business online. That means new customers can’t buy insurance over the phone.

Existing customers: Please don’t phone unless it’s absolutely necessary.

We need to prioritise:

  • Customers who have an urgent claim, for example your car is undrivable following an accident, you are injured, or your home is uninhabitable.
  • Customers who can’t pay now as a result of the Coronavirus pandemic, call us - we want to help you.

If you have questions about your renewal or want to make a change to your policy, you can use our virtual assistant. If your policy is due to renew in the next week and you haven’t opted for auto-renewal, please call us. If you have opted for auto-renewal, please make sure your insurance still meets your needs.

For more information and frequently asked questions about COVID-19, go to our Coronavirus help and support page.

Coronavirus Information

Coronavirus (COVID-19) is affecting countries around the world, and customers need to know where to find the most up-to-date information.

We advise all customers who are due to travel to monitor and follow the advice issued by the Foreign and Commonwealth Office (FCO): www.gov.uk/foreign-travel-advice

Also, contact your travel provider for advice on refunds and amendments to any trips you have booked.

Your travel insurance does provide some protection. You are only covered if the advice comes into force after the start date of your policy or booking your trip, whichever is later.

Customers due to travel in the next 28 days to locations the FCO has advised against all travel, or all but essential travel, should contact our claims department. Call 0800 032 6534.

Customers travelling outside of 28 days, please continue to monitor the advice provided by the FCO and speak to your travel provider.

Coronavirus: frequently asked questions

You can claim for cancellation of a trip if the FCO advises against all travel to your intended destination, as long as the advice wasn't in place when you booked the trip or purchased your insurance.

You can also claim for cancellation of a trip if the FCO advises against all but essential travel to your intended destination, as long as you are travelling within 28 days and the advice wasn't in place when you booked the trip or purchased your insurance.

You can see what date the FCO advice came into force by visiting www.gov.uk/foreign-travel-advice

Where the FCO advice is not in place, there is no cover under your travel insurance and you should continue to monitor FCO advice and speak to your travel provider.

In the first instance, get advice from your GP about whether it's safe to travel. If your GP confirms that you shouldn't travel due to your pre-existing medical condition that you declared and had accepted on your travel insurance, we can consider a claim for cancellation. We're unable to provide any advice on cover until you have seen your doctor.

You can claim to return home early from your trip if the FCO advises against all travel or all but essential travel for your destination while you are on your trip.

Where the FCO advice is not in place, there is no cover under your travel insurance and you should continue to monitor FCO advice and speak to your travel provider.

If you are on a trip and your accommodation is locked down and you can't return home as planned, your policy will provide you with cover for additional accommodation and transport. There is no cover for food.

As long as you're not travelling to an area where the FCO has advised against all travel, then you will be covered for medical expenses.

If the FCO advice changes while you are on your trip, you will still be covered if you need to claim for medical expenses.