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Coronavirus and travel insurance - help and support

Customers must check their local restrictions carefully, as travelling either in the UK or overseas while UK Government or Devolved Government restrictions are in place could impact on your cover. Please see specific guidance for England, Scotland, Wales and Northern Ireland.

I have an upcoming trip

I am travelling and am required to have a COVID-19 test prior to entering certain countries or travelling back into the UK     

  • The destination that you are travelling to may request as part of their entry requirement that you provide a negative COVID-19 test and confirmation that you have received both of your COVID vaccines (at least 14 days) prior to your departure from the UK.
  • You may also be required to provide a negative COVID-19 test before travelling back into the UK. 

If you have to pay for the test privately you will not be covered for this on your travel insurance. 

I have an overseas holiday/business trip booked, what will I be covered for?     

Customers must check their local restrictions carefully, as travelling in the UK or overseas while UK Government or Devolved Government restrictions are in place could invalidate your cover. Please see specific guidance for England, Scotland, Wales and Northern Ireland.

For any cancellation claims for overseas bookings, you should first ask your airline or travel provider to postpone your trip or arrange a refund. If you have booked a package holiday, under The Package Travel and Linked Travel Arrangements Regulations 2018, your rights are legally protected and therefore you should liaise with the tour operator for a refund.

If your flights were not booked as part of a package, you are still legally entitled to a full refund under the EU Denied Boarding regulations if your transport was cancelled, and therefore you should liaise with your airline for a refund.

If the airline or travel provider won’t postpone your trip or provide a refund, then please contact us on 01892 504444 .

For accommodation, excursions, car hire and other pre-paid charges that were not purchased as part of a package, you should contact the provider. If you paid by credit card, contact the card issuer or PayPal for advice on how to claim a refund. If you can’t obtain a refund from any other source, then please contact us on 01892 504444.

Am I covered to travel somewhere that is on the government red list?     

AXA Health policies have an exclusion relating to advice issued by the Foreign, Commonwealth and Development Office (FCDO) advice. This means that we would not cover you if you travel against FCDO advice. Providing that the FCDO are not advising against travel to a country which is on the government red list, we would cover you under the normal terms and conditions of your policy.

I have a UK cruise booked, what cover do I have?

UK cruises are increasingly popular with our customers due to COVID-19 travel restrictions. In order to support the changing needs of our customers we’ve extended our cover for customers on UK cruises.  This means that for trips that start before 1 April 2022 you’ll have the following cover:

  • Cover for medical treatment needed while onboard the ship.
  • Evacuation - up to £25k in line with the cover you have when on an overseas cruise. 
  • Cover for treatment needed overseas if you get evacuated to another country from the UK cruise.

You won’t have cover for: 

  • Any medical treatment you may need on your return to the UK mainland, even if treatment required cannot be provided on board the ship. This means you must be returned to the UK for treatment. This is in line with our position for UK trips. 

Attached is a PDF for you to print out and share with your cruise provider ahead of your cruise as proof of your cover. PDF letter

If you have any questions about what is covered for UK cruises, please contact us on 01892 504444.

I am unable to travel due to government advise, what should I do?

You should first ask your airline or travel provider to postpone your trip or arrange a refund, this applies for both trips abroad and in the UK. If you have booked a package holiday, under The Package Travel and Linked Travel Arrangements Regulations, your rights are legally protected and therefore you should liaise with the tour operator for a refund. If your flights were not booked as part of a package, you are still legally entitled to a full refund under the EU Denied Boarding regulations if your transport was cancelled, and therefore you should liaise with your airline for a refund.

If the airline or travel provider won’t postpone your trip or provide a refund, then please contact us on 01892 504444.

For accommodation, excursions, car hire and other pre-paid charges that were not purchased as part of a package, you should contact the provider. If you paid by credit card, contact the card issuer or PayPal for advice on how to claim a refund. If you can’t obtain a refund from any other source, then please contact us on 01892 504444

What do AXA Health insurance policies cover?

Customers must check their local restrictions carefully, as travelling either in the UK or overseas while UK Government or Devolved Government restrictions are in place could impact on your cover. Please see specific guidance for England, Scotland, Wales and Northern Ireland.

Customers are covered if they, someone they are travelling with or a close relative (as defined within the policy) contracts coronavirus and/or if they or someone they are travelling with has to quarantine because they have been exposed to coronavirus or have been contacted by a doctor, track and trace, or another public health board before their trip and cannot travel, so long as they were unaffected and able to travel at the time they purchased the policy and at the time they booked their trip.

In terms of cover, all our policies, irrespective of purchase date, include cover for emergency medical expenses due to coronavirus or if you have to cancel because you or a close relative become ill with coronavirus. However, some new policies taken out from 1 August 2020 and all policies that renewed from 1 October 2020 no longer cover cancellation if a government or another public authority impose restrictions on movement or isolation, this includes lockdowns, either in your home country or at your destination due to a pandemic.

New and existing customers will also be covered for emergency medical claims related to coronavirus in countries which are exempt from the FCDO's or another regulatory body’s advice against all but essential travel.

If you have any worries about what is covered please do not hesitate to call us on 01892 504444

Will I be covered if I travel to a destination that is exempt from the FCDO all but essential travel advice (i.e. a country or destination that the FCDO advise is safe to travel to)?       

If your chosen destination is exempt from the current FCDO advice against all but essential travel, then your travel insurance will cover you for medical issues abroad, including coronavirus, subject to the usual terms and conditions, i.e. you did not purchase the policy or travel while having symptoms or awaiting test results.

In terms of cover, all AXA Health policies, irrespective of purchase date, include cover for emergency medical expenses due to coronavirus or if you have to cancel because you or a close relative become ill with coronavirus. However, some new policies taken out from 1 August 2020 and all policies that renewed from 1 October 2020 no longer cover cancellation or curtailment if the FCDO or another regulatory body advises against travel due to a pandemic.

Am I covered to travel to a destination which is no longer exempt from Foreign and Commonwealth Office (FCDO) advice against all but essential travel?     

The FCDO provides guidance on risks overseas and currently advises against all but essential travel to many countries and territories based on coronavirus risks of these countries. This means advice regarding popular holiday destinations could change with very little notice, so it’s important to remember you will not be covered for your trip if you travel to a destination that is not exempt from the FCDO’s advice against all but essential travel. We highly recommend checking the FCDO’s travel advice webpages for the latest advice on travel destinations right up to the date of travel.

If you are cancelling your trip you should first ask your airline or travel provider to postpone your trip or arrange a refund for your trip. If you have booked a package holiday, under The Package Travel and Linked Travel Arrangements Regulations, your rights are legally protected and therefore you should liaise with the tour operator for a refund. If your flights were not booked as part of a package, you are still legally entitled to a full refund under the EU Denied Boarding regulations if your transport was cancelled, and therefore you should liaise with your airline for a refund.

If your flight is not cancelled (i.e. still departs), and FCDO advice against travel is in place, you can call us on 01892 504444.

Accommodation, excursions, car hire and other pre-paid charges that were not purchased as part of a package, you should contact the provider. If you paid by credit card, contact the card issuer or PayPal for advice on how to claim a refund. If you can’t obtain a refund from any other source, then please log your claim online for any unrecovered associated costs.

In terms of cover, all AXA Health policies, irrespective of purchase date, include cover for emergency medical expenses due to coronavirus or if you have to cancel because you or a close relative become ill with coronavirus. However, some new policies taken out from 1 August 2020 and all policies that renewed from 1 October 2020 no longer cover cancellation or curtailment if the FCDO or another regulatory body advises against travel due to a pandemic.

If you have any worries about what is covered please do not hesitate to contact the customer service team on 01892 504444.

I am unable to travel because the FCDO has not listed my destination as exempt from advice against all but essential travel, what should I do?  

You should first ask your airline or travel provider to postpone your trip or arrange a refund, this applies for both trips abroad and in the UK. If you have booked a package holiday, under The Package Travel and Linked Travel Arrangements Regulations, your rights are legally protected and therefore you should liaise with the tour operator for a refund. If your flights were not booked as part of a package, you are still legally entitled to a full refund under the EU Denied Boarding regulations if your transport was cancelled, and therefore you should liaise with your airline for a refund.

If your flight is not cancelled (i.e. still departs), and FCDO advice against travel is in place, please call us on 01892 504444.

For accommodation, excursions, car hire and other pre-paid charges that were not purchased as part of a package, you should contact the provider. If you paid by credit card, contact the card issuer or PayPal for advice on how to claim a refund. If you can’t obtain a refund from any other source, then please call us on 01892 504444 for any unrecovered associated costs.

In terms of cover, all AXA Health policies, irrespective of purchase date, include cover for emergency medical expenses due to coronavirus or if you have to cancel because you or a close relative become ill with coronavirus. However, some new policies taken out from 1August 2020 and all policies that renewed from 1 October 2020 no longer cover cancellation or curtailment if the FCDO or another regulatory body advises against travel due to a pandemic.

If I buy a travel policy now, does it cover me for coronavirus?     

Customers are covered to cancel their trip if they, someone they are travelling with or a close relative (as defined within the policy) contracts coronavirus and/or if they or someone they are travelling with has to quarantine because they have been exposed to coronavirus or have been contacted by a doctor, track and trace, or another public health board before their trip, so long as they were unaffected and able to travel at the time they purchased the policy and at the time they booked their trip.

New and existing customers will be covered for emergency medical claims related to coronavirus in countries exempt from the current FCDO advice against all but essential travel. Customers will also be covered to cancel their trip if they, someone they are travelling with or a close relative (as defined within the policy) contracts coronavirus and/or if they or someone they are travelling with has to quarantine because they have been exposed to coronavirus or been contacted by a doctor, track and trace, or another public health board before their trip, so long as they were unaffected and able to travel at the time they purchased the policy and at the time they booked their trip.

However, new policies or trips booked from 14 March 2020 will not be covered against any non-medical cancellation or disruption, FCDO advice against travel or any other country’s advice not to travel there or if a government or another public authority impose restrictions on movement or isolation, this includes lockdowns, either in your home country or at your destination. For claims such as these, customers may be able to seek a refund with their tour operator, airline or credit card provider.

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 holiday has been cancelled, then you are due a full refund from your operator. However we understand some companies are providing these through rescheduling or vouchers or credit notes.

If you are unhappy with those alternatives, then you will need to discuss this with your operator or airline. 

I am due to make my next 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. 

If I postpone my trip or change my destination will my insurance still cover me? 

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, therefore the exclusion for new trips booked will not apply. If your trip is cancelled and you book a new/alternative trip, then your policy will not cover cancellations or some curtailments relating to coronavirus. General rules regarding FCDO advice and travel restrictions will continue to apply. 

What should I do if my tour operator/airline goes into administration?     

If you are due to go on a package holiday, then your booking should be financially protected by a scheme such as ATOL. You should have been given an ATOL certificate (or similar) when you booked your holiday, which includes details of what to do if the company goes into liquidation, customers should visit the Civil Aviation Authority's (CAA) website for guidance.

If you only booked flights, these may also be protected by a system such as ATOL, although it is less common. If you do have protection you would have been given a certificate (or similar) when you booked your flights, which includes details of what to do if the company goes into liquidation.

If you purchased some or all of your flights or booked your accommodation separately using a credit card, you may be able to arrange a refund from your credit card provider. You may also be able to claim on your insurance, but this will depend on the level of cover you have in place and usually your excess will be deducted from the amount to be repaid.

I am not able to travel due to my medical conditions. What should I do? 

You should first ask your airline or travel provider to postpone your trip or arrange a refund. Once you have done this please call us on 01892 504444  for any unrecovered costs subject to the standard terms and conditions of your insurance policy.

I have a trip planned and bought travel insurance. Will I be covered if I contract coronavirus while on that trip?  

Yes. AXA Health will cover emergency medical claims if you contract coronavirus abroad, provided you didn’t travel against FCDO or any other government’s advice, and you were unaffected and able to travel at the time you purchased the policy and your 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.

I’m looking to buy travel insurance

If I buy a travel policy now, does it cover me for coronavirus?   

New and existing customers will be covered for emergency medical claims related to coronavirus in countries exempt from the current FCDO advice against all but essential travel. Customers will also be covered if they, someone they are travelling with or a close relative (as defined within the policy) contracts coronavirus and/or if they or someone they are travelling with has to quarantine because they have been exposed to coronavirus or been contacted by a doctor, track and trace, or another public health board  before their trip and cannot travel, so long as they were unaffected and able to travel at the time they booked their trip. 

In terms of cover, all our policies, irrespective of purchase date, include cover for emergency medical expenses due to coronavirus or if you have to cancel because you or a close relative become ill with coronavirus. However, some new policies taken out from 1 August 2020 and all policies that renewed from 1 October 2020 no longer cover cancellation if a government or another public authority impose restrictions on movement or isolation, this includes lockdowns, either in your home country or at your destination 

When can I buy travel insurance for my upcoming trip?   

It is often recommended that you buy your policy when you book your trip.

Customers must check their local restrictions carefully, as travelling either in the UK or overseas while UK Government or Devolved Government restrictions are in place impact on your cover. Please see specific guidance for England, Scotland, Wales and Northern Ireland.

I need to make a claim

Have you contacted your package holiday provider?  

It is the responsibility of your tour operator to provide refunds on trips they have cancelled.

If not a package holiday, have you contacted your flight/accommodation provider?  

If the transport provider cancelled your travel arrangement, they have an obligation to refund your costs.  You must seek a refund of all costs from them.

Once you’ve completed these steps and you still have a reason to claim under your travel insurance, please call us on 01892 504444.

Claims for overseas trips

For any cancellation claims for overseas bookings, you should first ask your airline or travel provider to postpone your trip or arrange a refund. If you have booked a package holiday, under The Package Travel and Linked Travel Arrangements Regulations 2018, your rights are legally protected and therefore you should liaise with the tour operator for a refund.

If your flights were not booked as part of a package, you are still legally entitled to a full refund under the EU Denied Boarding regulations if your transport was cancelled, and therefore you should liaise with your airline for a refund.

If the airline or travel provider won’t postpone your trip or provide a refund, then please contact us on 01892 504444.

For accommodation, excursions, car hire and other pre-paid charges that were not purchased as part of a package, you should contact the provider. If you paid by credit card, contact the card issuer or PayPal for advice on how to claim a refund. If you can’t obtain a refund from any other source, then please contact us on 01892 504444

How do I make a cancellation claim?

To ensure we can deal with your claim as quickly as possible, you need to contact your travel provider or tour operator first. They may be able to move your trip to different dates or provide you with a refund. By doing this first, it will speed up the processing of your claim should you have elements you are not able to get your money back on.

You need to call us on 01892 504444 once you have contacted all provider’s for any refunds or options available to you via tour operators or flight/accommodation providers.

How long will my claim take to be settled?  

The time it takes for us to resolve your claim will depend on the nature of the claim and the information we require to process it.

Our teams are working extremely hard to be available for our customers and resolve claims in a timely fashion, but please bear with us as the volume of claims being made is unusually high..

I am currently on a trip

The Foreign, Commonwealth and Development Office currently advise British nationals against all but essential international travel that some countries have closed borders, and any country may further restrict travel or bring in social distancing rules with little warning. Additionally, they may advise against all but essential travel to some countries or territories. Travel to some countries and territories is currently exempted (i.e. exempted is a country or destination that the FCDO advice is that it is safe to travel to). You should check their advice for each country you wish to visit or transit through. 

This advice is being kept under constant review. Travel disruption is still possible and national control measures may be brought in with little notice, so check the FCDO’s travel guidance for more information.

If you’re currently abroad, you should:

1. Contact your airline or travel company 

2. Keep up-to-date with the Government’s travel advice pages

3. For real-time updates, follow the FCDO's embassy or high commission’s social media for the country you're in.

I am abroad and my flight back has been cancelled. What should I do?  

Please follow the FCDO advice and first check if there are commercial routes available by contacting your airline or tour operator and checking the FCDO travel advice pages for the country you are in and the local British embassy social media.

You may be able to claim on your travel insurance to recover some of the costs you incur (for instance, if you need to extend your accommodation to your new departure date), but your cover will depend on your policy, its limits, and the refund from your providers. If you need urgent consular help, contact your nearest British embassy, high commission or consulate or contact the FCDO's consular assistance helpline on 020 7008 1500.

Further information can be found by checking the FCDO travel guidance pages on coronavirus and waiting to return to the UK during coronavirus.

I am currently in a country which is no longer exempt from the FCDO’s advice against all but essential travel and no longer feel safe. Can I return to the UK early? 

Please visit the FCDO’s website to find out if you have to return to the UK immediately (curtail) or on your original planned return date. If the Government does not advise immediate repatriation, then you will not be covered for the costs of cutting your trip short.

You should follow the advice of the local authorities on how best to protect yourself. If you have any questions about your return journey you should contact your travel provider or airline.

I am abroad and my flight back has been cancelled. What should I do? 

Please follow the FCDO advice above and first check if there are commercial routes available by contacting your airline or tour operator and checking the FCO travel advice pages for the country you are in and the local British embassy social media.

If you booked a package holiday, your should arrange alternative transport.

If you are an independent traveller, you should contact your airline to reschedule your flight or arrange a refund. You may be able to claim on your travel insurance to recover some of the costs you incur (for instance, if you need to extend your accommodation to your new departure date), but your cover will depend on your policy, its limits, and the refund from your providers.If you need urgent consular help, contact your nearest British embassy, high commission or consulate or contact the FCDO's consular assistance helpline on 020 7008 1500.

Further information can be found by checking the FCDO travel guidance pages on coronavirus and waiting to return to the UK during coronavirus.

Am I covered if I contract coronavirus on holiday? 

If you become ill while on holiday, your travel insurance covers your medical expenses abroad – unless you travelled to a location the FCDO advised against.

If I’m quarantined in a hotel, do I have to pay for the room? 

If you are confined to your hotel under doctor’s orders for at least 72 hours, we will pay for the room, up to the policy limit. And if you paid at least 24 hours before you departed for excursions or activities that you can’t do because of your quarantine, we will cover that, up to your curtailment benefit limit. 

Am I covered for food if I am away and in quarantine, self-isolation or lockdown? 

Due to the current circumstances you may find yourself in, as a gesture of goodwill, we will pay a contribution of £25 per person, per day, towards food for the time you remain in quarantine, self-isolation or lockdown.  

What if I miss my flight because of quarantine? 

If your airline or travel provider cannot book you on a later flight, we will cover an alternate flight. 

I do not want to return home, am I covered to stay where I am?

No, if the FCDO advise you return home you must. We will extend cover whilst you are attempting to return however, if you are not making best endeavours to return, cover will cease.

If you are in a destination which is exempt from the FCDO’s advice against all but essential travel and are not required to return to the UK, please contact us to discuss if we can extend your cover.

To find out more information on how else AXA Health supports you, take a look at our FAQs page