Covid Web FAQ's

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.

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. 

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.

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

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. 

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.

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.

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. 

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. 

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.

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.
 

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

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.

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.  

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.

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. 

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.

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

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.

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.

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.

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.

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

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. 

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

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. 

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.

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

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.

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

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

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

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

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

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.

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. 

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.

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

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

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.

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.

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. 

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. 

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. 

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

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.

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.

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. 

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

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

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.

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.

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

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. 

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. 

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

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

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

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.

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.