Before you read on
Please note, these FAQs have been collated specifically for customers who purchased their policy after the 20th December 2021.
If you purchased your policy before the 20th of December 2021 please check your policy wording to see what cover was provided under your policy. To access copies of your policy documents, you can quickly register for your free customer area access by clicking here. Alternatively, you can find copies of policy wordings by purchase date by clicking here.
Who should you speak to first?
We have provided more specific advice below, but in general, airlines, tour operators and travel agents are covering costs associated with events that might lead the cancellation or curtailment (cutting short) of your trip. This means you should only be submitting claims to us after you have exhausted those options first. You will be after by our claims team to provide proof that you have been denied a refund from the transport and accommodation providers before they consider your claim.
I am looking to make a claim for Cancellation or Curtailment – where do I start?
As general advice, please be aware that if your trip is cancelled,rearranged or curtailed as a result of COVID-19 and/or FCDO advice, then it islikely that your transport and/or accommodation provider will be able to refundyou. We will only be considering claims where you have approached theappropriate provider for either a refund, reimbursement or change in tripdates, prior to submitting a claim to us. There are some details further downthe page as to who you can approach to support you before submitting a claim tous.
If after approaching your accommodation and transport providers, you are still looking to make a claim for cancellation or curtailment relating to COVID-19 or change in FCDO advice, you can find the claims process detailed here: https://www.holidaysafe.co.uk/claims-information/
Please make sure you submit your claim with all the supportingdocumentation requested. Missing information could result in delays to theassessment of your claim.
My flight was cancelled by the airline – can I claim for this on my travel insurance policy?
This is something you would need to approach your airline about. If you had booked accommodation separately, then you will need to approach the accommodation provider to see what your options are. You may be able to include this in your claim to the airline. If the airline will not accept the claim for the accommodation costs then it may be that you bank or credit card provider can support with this via Section 75 of the consumer credit act. Please contact your credit or debit card company for details on the process. There are some details further down the page as to who you can approach for help and support before submitting a claim to us.
I had to cancel due to local government restrictions at the location where I was due to stay – can I claim for this on my travel insurance policy?
Unfortunately, most travel insurance policies do not include this as a reason to cancel. However, if your trip is no longer able to go ahead as originally planned – i.e. excursion cancellations, restrictions on use of the facility etc. then customer who have booked via a tour operator or travel agent, should in most cases be able to claim a refund from their tour operator or travel agent. Customers who booked accommodation and transport through separate providers will need to approach their booking agents to see if they are able to change dates or offer a refund.
I had a claim declined previously as there was no FCDO restrictions in place, but now there is – can you reassess my claim?
Unfortunately, this is not an option, our appointed Claims team can only assess claims based on facts and information available that applied at the time of you cancelling the trip and submitting the claim.
I am in the military and my reporting office has strongly advised that I do no travel to my trip destination due to COVID-19 – can I submit a claim for cancellation?
If HM armed forces cover is specified in the cancellation section of your policy wording and your leave orders have been cancelled then you can submit a claim for cancellation. However, if your leave orders are not cancelled, then this would not be covered by your travel insurance policy. We would recommend contacting your reporting or commanding officer for advice as to how they can support you.
My close relative, who is not travelling with me, has COVID-19 – can I cancel and claim?
Cover for this scenario will depend on the type of travel insurance policy you purchased. To better understand the cover offered by your policy, please check the cancellation section of your policy wording. Please note, a positive test for COVID-19 alone is not grounds for cancelling a holiday, claims for cancellation would only be considered where the virus has led to death or hospitalisation of the relative.
Will I still be covered if I am on my cruise and the FCDO change their advice on travel to a country I am due to travel to and the cruise ship has to go to a different location outside of the geographical area covered by my policy?
Assuming you have purchased the Cruise Extension, we would continue to cover you as normal, without charge and without the need to contact us, as we understand that this is outside of your control and not an intended change to your insurance demands and needs. There is no cover at all on a cruise unless you have purchased the extension.
I am on or going on a cruise and am confined to my cabin because of COVID-19, even though I am not ill and do not need emergency medical treatment – can I claim for cabin confinement?
If you bought a policy that included cruise cover with a cabin confinement section, if the circumstances of your confinement are included, then we will consider claims under this section of the policy. There is no cover at all on a cruise unless you have purchased the extension.
If when I am on my cruise, they cannot stop at one of the scheduled ports due to COVID-19 – can I claim for missed port?
We’re afraid missed port cover is usually only provided for missed port due to adverse weather conditions or timetable restrictions. However, under Package Travel Regulations because the cruise was not as ‘sold’ then it would be something you can approach your booking agent to discuss reimbursement of those costs.
Will you cover me if I have to cancel my trip because I am in quarantine/isolation in the UK because of COVID-19?
For all cases we would need confirmation that your trip was stillgoing ahead as planned and had not been rearranged or cancelled due toFCDO/COVID-19 advice/restrictions. Please be aware that different policies havedifferent terms and conditions so please check the cancellation section of yourpolicy wording.
Confirmed diagnosis
If you are unfortunate enough to test positive for COVID-19 after you bought your insurance, then as long as the diagnosis was within a reasonable timeframe of your trip starting (14 days) then we would consider this under cancellation due to illness. You can submit a claim for cancellation and will be required to evidence a positive COVID-19 result from a medical practitioner.
Self-isolating
This will only be covered if you have purchased the COVID-19Extension and has been requested by a medical practitioner, health authority orgovernment body. Cover applies within 14 days of your trip and we will needevidence that you have been required to self-isolate.
I have changed my flight arrangements to avoid being denied entry or quarantined – can I claim for this?
This is not covered by our policies. In most cases flight companies are assisting people with these arrangements with small if any administration fees.
My doctor advised that I shouldn’t travel to my holiday destination due to my existing medical problems – will I be covered?
As long as there was no reason to expect the doctor to limit travel at the time you booked the trip and if you declared the conditions at the time of purchasing the policy, then your claim will be considered if your doctor certifies that you are too ill to travel due to COVID-19. If you did not declare them, you would not be covered. We would also need confirmation that your trip was still due to go ahead as planned.
I have been offered/given a voucher by my travel agent but I just want the cash – can I claim this from my travel insurance policy?
If you have been provided a voucher by your travel agent/touroperator or transport/accommodation provider and you have accepted this fromthem, you will not be able to make a claim under your travel insurance policy.
If you do not wish to accept the offer of a voucher, you should contact the tour operator/travel agent or transport/accommodation provider and advise them that you want a refund rather than a voucher/credit note. Cancellation claims will only be considered if you have the relevant cover under the cancellation section of your policy and you can evidence to us that you have not accepted a voucher/credit note and/or one has not been offered to you.
