This site uses cookies to improve your browsing experience. By continuing to use this site, you agree to our use of cookies.  Find out more here.

COVID-19 – FAQ’s

This information in applicable for policies underwritten by Chaucer Insurance Company DAC

New policies

Can I buy a new policy now for a trip later in the year, or next year when we may be able to travel again?

Yes you can, but you should note that any policies sold on or after 17th March will exclude cover for claims directly or indirectly related to a pandemic and/or epidemic, notably at this time Coronavirus (COVID-19) including any related and/or similar condition(s) howsoever called or any mutation of these.

This general exclusion applies to all sections of cover, with the exception of Section 2 - Emergency Medical and other expenses, as long as, prior to your trip commencing, the Foreign and Commonwealth Office (FCO) or the World Health Organisation (WHO) or regulatory authority in a country to/from which you are travelling had NOT advised against all (but essential) travel to your intended destination.

The policy will also not provide cover for claims relating to the fear or threat of pandemic and/or epidemic, including but not limited to Coronavirus (COVID-19) including any related and/or similar condition(s) howsoever called or any mutation of these.

Existing policies – changes

My trip has been cancelled. I don’t need to claim but I want to cancel my insurance policy. Can I get a refund?

If you purchased a single trip policy, you have not made a claim and will not be making a claim then Yes. Your policy will be cancelled from inception and a full refund given. You will need to contact the company you bought your policy from, with your policy certificate, the reason for the cancellation and confirmation of no claims and that you are not intending to claim and the policy will be cancelled for you and a refund made.

If you purchased an annual multi trip policy you have not made a claim and will not be making a claim then Yes. Your policy will be cancelled from the date your request is received, there will be a charge for the time your policy has been in force and cover given and a pro rata policy refund made. You will need to contact the company you bought your policy from, with your policy certificate, the reason for the cancellation and confirmation of no claims and that you are not intending to claim and the policy will be cancelled for you and a refund made.

My trip has been moved to a date in the future, can I change the dates on my policy?

No. Your Single trip policy was issued to cover the original trip. If you are no longer going on this trip but you are not claiming on your insurance then you may cancel your policy – see the question above. In respect of your new trip, you can purchase a new policy to cover this. We are not able to amend the dates of an annual multi trip policy.

Am I still insured if I travel against the advice of the FCO?

No. Your policy will not provide cover if you decide to travel against the advice of the FCO. This would be for ‘All Travel’ and ‘All but Essential Travel’.

I’m abroad and I don’t want to come back to the UK, can I extend my policy?

If your policy is due to expire and you are choosing to remain overseas, we are unable to extend cover for you. The policy will expire as per the original contract. We are not able to provide you with further cover.

I’m abroad and my original flight home has been changed by the airline and now occurs after my policy end date

If, due to unexpected circumstances beyond your control, for example due to unavoidable change to travel plans as a result of airline reduction and border closures etc.., your trip cannot be completed within the period of cover shown in your policy certificate, cover will be extended for you at no extra cost, but only on the basis that you are making every effort to get home as quickly as possible.

In the event of a claim within this extended period you may be required to evidence this e.g. emails to airlines, travel agents, tour ops, embassy contact etc… screen shots of availability (or lack of it).

You do not need to contact the Emergency Assistance Company (unless you are ill) and your policy will automatically extend.

Please note: The Emergency Assistance Company are not able to assist in getting you home unless this is due to your injury or illness, and this has been agreed by them. It is important to note that medical repatriations are currently being prioritised to ensure the safety of those who are unwell and the Emergency Assistance Company will not be able to support you with returning back to the UK due to FCO advice. Instead you must contact your airline, tour operator, booking agent and/or UK embassy in need with regards to your travel arrangements and getting you home as soon as possible.

I’m abroad and have symptoms of Coronavirus/COVID19

Your policy provides cover under Section 2 - Emergency Medical and other expenses. You must contact the Emergency Assistance Company or someone must do so on your behalf. Full details are provided in your policy wording.

I’m not ill, and I don’t have Coronavirus but I have been quarantined abroad and need to extend my trip

If, due to unexpected circumstances beyond your control, for example your quarantine, your trip cannot be completed within the period of cover shown in your policy certificate cover will be extended for you at no extra cost for up to thirty (30) days. You do not need to contact the Emergency Assistance Company (unless you are ill) and your policy will automatically extend.

I am currently travelling abroad, is my policy still valid?

If when your trip started there was no FCO advice against all but essential travel to the countries to which you are travelling, then your policy is still valid. But, we are unable to extend cover, so your policy will expire at the end date stated on your certificate of insurance.

How do I get home?

You will need to speak with your travel agent or airline about finding an alternative flight or transport home. This is not something covered under your policy or that your Insurance agent can assist with.

Please note: The Emergency Assistance Company are not able to assist in getting you home unless this is due to your injury or illness, and this has been agreed by them. It is important to note that medical repatriations are currently being prioritised to ensure the safety of those who are unwell and the Emergency Assistance Company will not be able to support you with returning back to the UK due to FCO advice.

I am due to pay the balance on my holiday shortly. My trip destination is currently an area where the FCO are advising against all but essential travel. Will I be covered if I pay the balance and then I am unable to travel due to FCO advice in the future?

No. You will need to approach your booking agent to discuss your options. If you purchased a policy prior to 17th March your policy will only provide cover for cancellation costs as detailed in your policy wording up to the date the FCO advice changed and not costs you have committed to beyond that date.

Are you offering ‘renewals’ for annual multi trips?

Yes but you should note that any policies renewing on or after 17th March will exclude cover for claims directly or indirectly related to a pandemic and/or epidemic, notably at this time Coronavirus (COVID-19) including any related and/or similar condition(s) howsoever called or any mutation of these.

This general exclusion applies to all sections of cover, with the exception of Section 2 - Emergency Medical and other expenses, as long as, prior to your trip commencing, the Foreign and Commonwealth Office (FCO) or the World Health Organisation (WHO) or regulatory authority in a country to/from which you are travelling had NOT advised against all (but essential) travel to your intended destination.

The policy will also not provide cover for claims relating to the fear or threat of pandemic and/or epidemic, including but not limited to Coronavirus (COVID-19) including any related and/or similar condition(s) howsoever called or any mutation of these.

My forthcoming trip has been cancelled, can I make a claim?

If your tour operator, booking agent or airline has cancelled your trip you should in the first instance speak to them about a refund or alternative. This may include your travel agent, accommodation and transport providers.

Under Section 75 of the Consumer Credit Act, if you pay on your credit card for an individual item costing more than £100, the card company’s equally liable if something occurs (goes wrong). You should contact your credit card issuer for more information. Please follow this link for more information:
http://www.legislation.gov.uk/ukpga/1974/39/section/75

Similarly, if you paid by debit or charge card you should contact your card issuer for advice as you may be able to make a claim under their charge back rules/scheme.

Another helpful link is: https://www.caa.co.uk/Passengers/Resolving-travel-problems/

Only if you purchased the additional Travel disruption cover and have paid the appropriate additional premium and cover is confirmed in your policy schedule and you purchased your policy and booked your trip prior to 17th March 2020 may your policy provide cover under Section 17 – Cancellation or Curtailment for:

your proportion only of any irrecoverable unused travel and accommodation costs (including excursions up to £250) and other pre-paid charges which you have paid or are contracted to pay, together with your proportion only of any reasonable additional travel expenses incurred if:

  1. cancellation of the trip is necessary and unavoidable or
  2. the trip is curtailed or interrupted before completion as a result of any of the following events occurring:

    The Travel Advice Unit of the Foreign & Commonwealth Office (FCO) or the World Health Organisation (WHO) or similar body issuing a directive:

    a) prohibiting all travel or all but essential travel to; or

    b) recommending evacuation from the country or specific area or event to which you were travelling providing such directive came into force after you purchased this insurance or booked the trip, or in the case of cutting short your trip after you had left your home area to commence the trip.

Full details including the terms, conditions and exclusions can be found in your policy wording document.

There is no cover for you simply not wanting to travel.

Only claims where you have approached the appropriate provider for either refund/reimbursement or change to trip dates, prior to submitting a claim will be considered.

The simplest and fastest way to make a claim is: www.submitaclaim.co.uk/cty

Or you can contact the claims company as follows:
e-mail: info@csal.co.uk
Claims Settlement Agencies
308-314 London Road
Hadleigh
Essex
SS7 2DD.
UNITED KINGDOM
Phone: +44 (0) 1702 553443

Latest News:

Please note, for any new policy purchased or holiday booked after 21st March, whichever is the later, our policies do not provide cover for cancellation, abandonment or curtailment claims if the Foreign and Commonwealth Office (FCO) advises against all or “all but essential” travel. Our policies will also not cover any claims caused by or relating to Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2), any mutation of Coronavirus, COVID-19 or SARs-COV-2 or any pandemic or fear or threat of any the above. We also can not cover any claims relating to any fear or threat concerning these viruses. This general exclusion applies to all sections of cover except for Section "Emergency medical expenses abroad". Please click here for more information.Unless you are continuing with Annual Multi-Trip cover you will not be covered for any trips commencing before 1st July 2020.

FREE Newsletter!

Our newsletter is packed full of travel inspiration, news and latest offers and receive 10% off!

You can unsubscribe easily at any time.

Citybond Suretravel is a trading name of Travel Insurance Facilities Plc which is authorised and regulated by the Financial Conduct Authority, FRN 306537. Company registered in England and Wales No. 03220410, Registered Office: 1 Tower View, Kings Hill, West Malling, Kent, ME19 4UY. All rights reserved.