Covid Web FAQ's

Updated January 6th, 2022

  1. General queries about cover

    1. The Ministry of Foreign Affairs (MFA)/Foreign Commonwealth & Development Office (FCDO) or local government advises against travelling to my intended destination? Will my policy still cover me if I go ahead with my trip?

    NO - if you choose to travel against the advice of any Government or Regulatory authority, no cover will be in force. Please refer to the Territorial limits in your policy.

    2. If I buy travel insurance now, does it cover me if I become ill with coronavirus while I am abroad?

    YES - providing you will not be travelling to a destination where advice has been issued against all or all but essential travel by any Government or Regulatory authority, new and existing customers will be covered for emergency medical claims related to coronavirus. 

    3. Can I make a claim on my travel insurance if my operator is only offering to reschedule trips or a voucher rather than a refund?

    NO - If your flight or package holiday been cancelled, then you are due a full refund from your travel operator. If you do not want to reschedule or accept vouchers or credit notes then you should discuss this with your travel operator or airline. 

    If you have independently booked your accommodation abroad, you will need to check your booking T&C's to see if you're entitled to a refund.

    4. I am due to make my payment on my holiday, should I make the payment?

    You need to go back to your provider as your contract of payment is with them – only they can advise.

    5. Due to Covid-19 restrictions in the country I was due to visit, my travel operator has changed/moved my trip dates and/or destination. My original trip was not cancelled and refunded/vouchered. Will the same cover still apply?

    YES - If your transport provider or tour operator moves your trip destination or dates due to the outbreak, then we will class your original booking date as your booking date, and the same T&C's will apply. You will need to amend your insurance to reflect your new trip dates and there may be an additional premium for doing this. 

    6. Due to Covid-19 restrictions in the country I was due to visit, my original trip was cancelled and refunded/vouchered. I have now booked a new trip. Will the same cover still apply?

    NO - as your booking was cancelled/refunded or vouchered, this is considered a new trip. The new booking date will be used to apply relevant terms and conditions in place at this time. If you have annual Travel insurance policy, please check your renewal date to ensure that your new trip departure and return dates are within the policy term.

    7. Can I make a claim on my travel insurance if my travel operator or accommodation provider is not responding to my requests for a refund?

    NO - If you fail to receive your refund, please refer to your local financial regulations company on avenues to try before coming to insurance. You will need to have exhausted all avenues before we can assist you. If you then still require support, you will need to provide us with full booking terms and details of communication between the travel operator/accommodation provider concerned and the advice you have been given by the Financial authority regarding your refund entitlement.

    8. What are countries affected by COVID-19?

    The Covid-19 situation is constantly evolving.  Please check your Government websites and the World Health Organization (‘WHO’) to access the latest information about the situation: https://www.who.int/emergencies/diseases/novel-coronavirus-2019 or click on the icon to activate the Chatbot. 

    9. I am travelling to a sports event / concert / theme park but it is cancelled or closed because of coronavirus. Can I cancel my trip?

    NO - There is no cover to cancel a trip due to the event which you were due to attend is no longer going ahead for any reason including Covid-19 and you should contact the Event organiser directly for a refund. Your policy holds a list of circumstances in which you would be covered for your reference. 

    10. My Dr/GP has advised me not to travel due to my pre-existing medical condition? Am I covered to cancel my trip?

    YES - Providing you have declared any pre-existing medical conditions that you have been asked to, we can consider your claim. Please open a case with the Claims Team.  You will have provide us with medical information confirming your condition so that we can consider your claim.

    11. If I am quarantined in a hotel abroad as I have Covid-19 symptoms and cannot return home as planned, can I claim for the additional cost of the room?

    YES - Providing you haven't travelled against Government or Regulatory authority advice, if you have Covid-19 symptoms and it is medically necessary for you to quarantine abroad beyond your Return Date you will be covered for accommodation costs up to the limit shown in your policy.

     Any pre-paid excursions or activities purchased prior to your quarantine and which you are unable to undertake will be consider as per the policy limits.  Please refer to your Terms & Conditions for your policy limit.
     

    12. If I am quarantined in a hotel abroad as I have been in close contact with someone who has Covid 19, and cannot return home as planned, can I claim for the additional cost of the room?

    NO - Cover will only be provided if you are showing symptoms of Covid-19 and it is medically necessary for you to quarantine. 

    13. I have booked a holiday in my own country. Am I covered if the area I’m due to visit is placed into regional lockdown?

    NO - cancellation of your trip due to a pandemic outbreak is not covered by your policy. You will need to contact your travel operator to request a refund.

    14. I have booked a holiday in my own country. Am I covered if the area I'm due to visit is placed intro regional lockdown?
    15. I have been made redundant due to the on-going COVID-19 situation and I can no longer afford to pay for this trip. Am I covered if I cancel my trip?

    YES - Please contact our Claims team to discuss the cancellation of your trip. Visit  our online claims page or send an email to help@axa-assistance.co.uk.  

    16. I am/member of my travelling party is supposed to be travelling later in the year, but have received a letter from the doctor advising that I/they must continue to follow the shielding instructions because I/they is considered a clinically/extremely vulnerable person. Am I covered to cancel my trip?

    YES - Providing you have declared any pre-existing medical conditions that you have been asked to, please contact our Claims team to discuss the cancellation of your trip. You will have provide us with medical information confirming your condition so that we can consider your claim.

    17. I live in a regionally locked down area of my country and I'm unable to leave to go on my trip. Am I covered to cancel my trip?

    NO - cancellation of your trip due to a pandemic outbreak is not covered by your policy. You will need to contact your travel operator to request a refund. 

    18. If I am on a trip and the government advice changes during my stay in relation to quarantine upon return, am I covered if I choose to come home early to begin my quarantine?

    NO - If the local Government or other Regulatory authority have not advised travellers to return home immediately, you can continue your trip as planned, and there is no cover to curtail your trip for this reason.

    19. Can I buy travel insurance if I haven't yet been vaccinated against Covid-19?

    YES - you do not need to be vaccinated in order to buy travel insurance however, if a vaccination is an entry requirement of the country that you are travelling to, then you must follow this requirement otherwise you'll be in breach of the policy T&C's

    20. Can I make a claim on my travel insurance if the vouchers my operator offered instead of refunding the cost of my trip, have now expired?

    YES - if you have approached your Travel Operator to reissue the voucher and they have refused, we can consider a claim under the T&C's of the policy. You will need to provide supporting evidence from your Travel operator that they will not be providing a further voucher or refund.

    21. I've booked a trip to a destination that does not require me to quarantine upon arrival if I have been vaccinated against Covid-19. If I don't receive a vaccination before I travel, am I covered for additional quarantine costs I may incur?

    NO - as receiving a vaccination and/or quarantine avoidance is not guaranteed, you have booked your trip knowing this risk is in place, so we will not cover any quarantine costs.

    22. I've booked a trip to a destination that does not require me to quarantine upon arrival if I have been vaccinated against Covid-19. If I don't receive a vaccination before I travel, am I covered to cancel my trip as I do not want to quarantine upon arrival at my destination?

    NO - as receiving a vaccination and/or quarantine avoidance is not guaranteed, you have booked your trip knowing this risk is in place, so we will not cover cancellation of your trip.

    23. I have a trip planned and bought coronavirus insurance. Will I be covered if I contract coronavirus while on that trip? My tour operator, airline or destination is offering coronavirus insurance as part of my trip, do I still need a traditional insurance policy?

    It’s important you check the insurance policy your tour operator, airline or destination provides, to make sure it covers everything you need. In some cases, it will only provide limited cover if you contract coronavirus while on your trip. Therefore, if you require cover for other issues, such as medical incidents abroad not relating to coronavirus, lost baggage, travel disruption etc. you are likely to still need a traditional insurance policy.

  2. Covid -19 queries prior to travelling

    01. I can no longer go on a trip because I have a positive Covid-19 test. Can I cancel my trip and get a refund?

    YES - You can cancel your trip if your policy includes cancellation benefit - check you T&C's. Please contact our claims teams 

    02. A member of my family that I live with but is not travelling with me as part of my trip has tested positive for Covid-19. Can I cancel my trip and get a refund?

    YES - if you will now need to self isolate/quarantine for the required time meaning you will miss your departure date, you can receive a refund for cancelling your trip. Please contact our Claims team. 

    03. Due to the pandemic, I no longer want to go ahead with my trip. Can I cancel my trip and get a refund?

    NO - your travel insurance does not cover a disinclination to travel. We suggest you discuss your trip with your travel operator. 

    04. The country I am planning to visit has closed its borders due to the pandemic. Can I cancel my trip and get a refund?

    NO - cancellation of your trip due to a pandemic outbreak is not covered by your policy. You will need to contact your travel operator to request a refund. 

    05. My trip has been postponed/cancelled by the organiser or carrier, can I change, postpone or cancel my travel insurance contract?

    YES - If you have bought a Single trip policy, we may be able to amend your policy.  Please contact customer services to discuss your options. If you have annual Travel insurance policy, please check your renewal date to ensure that your new trip departure and return dates are within the policy term.

    06. I was still in quarantine on the day of departure due to a suspected covid-19 infection. Can I cancel my trip and get a refund?

    YES - You can cancel your trip, and make a claim if you have the cancellation benefit within your Policy T&C's

    07. My travel companion was ill with Covid-19/in quarantine due to suspected covid-19 infection on the date of our departure and we were unable to go on our trip. Can I cancel my trip and get a refund?

    YES - if you have Cancellation peril within the Policy T&C's, you can make a claim under your policy. Please contact our Claims team.

    08. The authorities in my country of destination ask for an insurance certificate confirming that I can covered in the event of illness linked to a pandemic. Do you provide these and how do I get one?

    YES - if this relates to a Visa requirement, please contact our customer services team who will be happy to help you. 

    09. I have received notification through an official track and trace system that I've have been in close contact with someone who has been confirmed to have COVID-19 and I've been advised to self-isolate for several days which means I can no longer travel. Am I covered to cancel my trip?

    YES -  please contact our claims team who will be able to help.

    10. The Government of the country I am visiting requires me to quarantine on arrival at my destination. Can I cancel my trip or be reimbursed for unused reserved services?

    NO - cancellation of your trip due to reasons relating to a pandemic outbreak is not covered by your policy

    11. I need to take a Covid test prior to departure and have a negative result to take with me to be able to enter the country/avoid quarantine on arrival. If I arrange a test 4 days before travel and the results do not arrive before departure if I don't travel am I covered for cancellation?

    NO - This eventuality is not covered within the Cancellation benefit of the policy. 

    12. If I have been vaccinated against Covid-19 and I choose to travel against the advice of my local government or Ministry of Foreign Affairs, will my policy still cover me for medical expenses?

    NO - as you are travelling against local government advice, there will be no emergency medical cover under the policy. 

    13. The country I am due to travel to is making me quarantine in a hotel for up to 10 days before continuing on to my final destination. Will you cover the cost of the hotel and Covid tests while I am in quarantine?

    NO - there is no cover for either hotel costs or Covid tests under the policy. If you have booked a package holiday, please approach your travel operator to discuss refund options.

    14. My country of residence has been placed into a national lockdown and I am unable to go on my trip abroad as travel is no current allowed. Can I get a refund for my trip costs?

    NO - cancellation of your trip for a reason relating to a pandemic outbreak is not covered by your policy. You will need to contact your travel operator to request a refund. 

    15. My home country of residence has been placed into a national lockdown and we cannot stay overnight away from our homes. I have a holiday booked within my home country that I am unable to take. Can I get a refund for my trip costs?

    NO - cancellation of your trip for a reason relating to a pandemic outbreak is not covered by your policy. You will need to contact your travel operator to request a refund.

    16. My home country government has changed the entry requirement to get back to my home country and now I have additional costs including Covid tests, would this be covered?

    NO – your policy does not cover you for changes in advice due to the pandemic.

    17. The country I have booked to visit has been placed on a Red list/travel is no longer permitted by my home Government or travel authority, unless it is essential. As my trip is for leisure, I need to cancel my trip. Can I have a refund?

    NO - there is no cover for cancellation relating to the Pandemic. Please contact your travel/tour operator to request a refund.

    18. I have booked a trip and the destination country now requires all travelling parties over 12 to show a completed vaccination status. Not everyone travelling has had or completed all the vaccination requirements including booster jabs. Can I claim for cancellation of the trip as we will not be allowed entry?

    NO - there is no cover in respect of failing to obtain the required vaccinations for the destination being visited. Please contact your tour operator to discuss your options.

    19. Can I cancel my holiday due to my vaccine dates conflicting with my travel dates?

    NO - Our policies don’t cover this, you should speak to tour airline or travel provider as they may be able to postpone your trip or arrange a refund.

  3. Cover for Covid-19 DURING your trip: medical assistance, curtailment

    01. I think I have symptoms of Covid-19 and I'm still on my trip. Am I covered?

    YES - if your policy includes Medical expenses whilst abroad and providing you haven't travelled against Government advice. If you need medical assistance, please call the assistance number in your booklet. 

    02. I was unable to catch my return flight as I was in hospital with Covid-19. Does my policy cover me to buy a new ticket for a return flight?

    YES - This will be covered by the Medical expenses section providing you haven't travelled against Government advice. Please contact our claims team on the number provided in your booklet. 

    03. I was unable to take my return flight as I/my travelling companion was in quarantine due to having Covid-19 symptoms. Can I have a refund for the new ticket I have to buy for my return flight?

    YES - if it was medically necessary for you to quarantine, we will reimburse you for the cost of purchasing a new return ticket, providing you haven't travelled against Government advice. Please contact our claims team. 

    04. A member of my family who is not travelling with me is infected with Covid-19 and been hospitalised in my home country. Can I cut short my trip to return home to be with them?

    YES - providing it can be certified by a medical practitioner that it is necessary for you to return home due to their illness

    05. I was placed in quarantine during a stopover and will now have to quarantine in a hotel for 10 days before continuing to my final destination. Can I be reimbursed for the cost of a new return ticket at the end of my quarantine?

    NO - if the government requirement regarding quarantine was in place when you booked your trip, this is not covered within the curtailment section of your policy so is not a covered claim.

    06. I have a stopover destination and I will now have to quarantine in a hotel for up to 10 days before continuing on to my final destination. Will you cover the cost of the hotel and Covid tests while I am in quarantine?

    NO - there is no cover for either hotel costs or Covid tests under the policy. If you have booked a package holiday, please approach your travel operator to discuss refund options.

    07. During my trip abroad, the local authorities impose a compulsory quarantine. Can I be repatriated?

    NO - Unless the local Government or other Regulatory authority have advised travellers they need to come home immediately, you can continue your trip as planned. There is no cover to curtail your trip for this reason. 

    08. An outbreak of COVID-19 has occurred in the area where I'm currently staying and I wish to return back to my home country to minimise the risk of infection. Am I covered to curtail my trip?

    NO - We can only consider your claim where there is government advice asking you to return to your home area as soon as possible. 

    09. During my trip abroad the local authorities impose a compulsory quarantine and the local Government or other Regulatory authority in my country of residence are stating that all travellers should return home. Can I be repatriated?

    YES - if your home country requires you to return home immediately the travel operator should make these arrangement for you . 

    10. I do not have symptoms of Covid-19 and neither do my travelling companions, but some travellers in my resort have symptoms/tested positive so we have been asked to remain/quarantine within the hotel/resort. This means we will miss our departure date to return home. Am I covered for additional accommodation, expenses and a return flight home?

    NO - as you do not have Covid-19 symptoms there is no cover within the Medical expenses section of the policy. However, we may be able to provide assistance to you. Please contact us using the assistance number in your booklet.

    11. I have travelled when the Foreign Commonwealth & Development Office, Ministry of Foreign Affairs or local government advice in place was to avoid all or all but non essential travel due to Covid-19. Am I covered if I develop Covid-19 symptoms?

    NO - as you travelled against advice, there is no medical assistance cover in relation to Covid-19 for you or persons detailed on the policy schedule.

    12. I have travelled despite the government advice in place at the time saying to avoid all or all non essential travel due to Covid-19. Am I covered if I become need medical attention for anything other than Covid-19?

    NO - there is no Emergency medical cover if you have travelled against advice of the Government or local authority. 

    13. I am currently abroad and don’t want to return home as planned, can I extend my cover and stay abroad?

    NO - this is not something we are normally able to do. Please call the customer services number in your policy booklet to discuss your situation. 

    14. My home government has announced that returning travellers will need to take a Covid test prior to departure and have a negative result to take with me to be able to return to my place of residence. This announcement was made less than 3 days prior to my departure date and I don't have enough time to arrange a test and receive the results, so I need to extend my stay. Am I covered for emergency accommodation?

    YES - we can consider emergency accommodation costs if the government announcement was made with 72 hours of your department time. The cost of the Covid-19 test will not be covered. If the test is positive, we will continue to provide emergency accommodation costs as per T&C's. 

    15. If I have been vaccinated against Covid-19 prior to travel but I still get infected with Covid-19 whilst abroad, will I be covered for emergency medical cover?

    YES - providing you haven't travelled against your local government's advice, you will be covered as per your T&C's.

    16. My home country government has changed the entry requirement to get back to my home country and now I have additional costs including Covid tests and a quarantine hotel, would this be covered?

    NO – your policy does not cover you for costs relating to Covid testing and quarantine hotels.

    17. My home government has announced that returning travellers will need to take a Covid test prior to departure and have a negative result to take with me to be able to return to my place of residence. This announcement was made less than 3 days prior to my departure date and I don't have enough time to arrange a test and receive the results, so I need to extend my stay. Am I covered for emergency accommodation?

    YES - we can consider emergency accommodation costs if the government announcement was made with 72 hours of your department time. The cost of the Covid-19 test will not be covered. If the test is positive, we will continue to provide emergency accommodation costs as per T&C's

    18. I have adhered to the testing requirements and submitted my Covid tests within the timeframe to receive the results before I depart, but there is a delay with the test centre and I will not receive my results back in time to return home as planned. Am I covered for additional accommodation and flight costs as I am unable to leave as planned?

    YES - if you are unable to depart as planned due to circumstances outside your control, we will provide cover for additional emergency accommodation and flight change costs.

    19. My destination country has closed its boarders, my original return flight was cancelled and I was unable to return home as planned. I incurred additional accommodation costs as a result of this and booked a new flight. Am I covered for these additional costs?

    YES - we can consider your claim for emergency accommodation costs, please contact our claims team. In respect of your re-booked flight, please contact the travel operator to discuss a refund of additional costs.