Travel alerts

Cut-off date: 20th January 2016
Cut-off for USA (Miami – Dade and Broward Counties): 29th July 2016

I am pregnant, I have a holiday booked to one of the countries listed above and I don't feel I should be travelling due to the risks.

If you are currently pregnant, due to travel to one of the countries listed as affected on the National Travel Health Network and Centre website, and you have purchased your policy and booked your trip (prior to the cut-off date above), then you will be eligible to claim for cancellation. You will need to adhere to the terms and conditions of your policy. You should contact the claims department and request a cancellation form.

I have booked my holiday to USA (and in particular Florida), I am worried about the Zika Virus, am I covered to cancel.

As of the 29th July 2016, cases of the Zika virus have been located in the Miami-Dade and Broward Counties only. Unless you have specifically pre-booked your trip (prior to the cut-off date) to one of these regions, and you or your partner are pregnant there will be no cover for cancellation on this policy. All other travel to the state of Florida have had no other warnings regarding the Zika virus (there is a useful link for USA travel above).

I booked my holiday (after the date above) but now I have recently found out I (or my partner) is pregnant.

If you have recently discovered you are pregnant (or your partner) and you have booked a holiday to one of the listed countries above (after the cut-off date), then you will be eligible to claim for cancellation. You will need to adhere to the terms and conditions of your policy. You should contact the claims department and request a cancellation form.

I have a trip booked to one of the countries listed above, I don’t want to travel there now (I am not / nor is my partner pregnant).

At this moment in time, the FCO have not advised against travel to this area and disinclination to travel would not be covered under the terms of your policy.

I have been bitten by a mosquito, what should I do?

ZIKV is a dengue-like virus that is transmitted by Aedes mosquitoes, most commonly Aedes aegypti. The infection often occurs without symptoms but can also cause an illness similar to dengue. For those with symptoms, the disease is usually mild and short-lived lasting 2 – 7 days. Zika virus disease is usually mild and requires no specific treatment. There is currently no vaccine available.

However your travel insurance does cover you for emergency medical treatment. In-patient medical treatment and medical expenses would be eligible under the Medical Expenses Section of your Policy providing you have not needlessly exposed yourself and it is an emergency.

I have booked my holiday with Low Cost Holidays? Can I claim for cancelation of my holiday?

Unfortunately your travel insurance policy does not cover you if your booking company or travel agent ceases to trade.

I am on holiday, which was arranged by Low Cost Holidays – the hotel are saying that we need to pay them, can I claim for this on my travel insurance?

Unfortunately your travel insurance policy is unable to cover you for funds not received by your hotel due to the Lowcost Travel group entering administration. You can log on to www.lowcostholidays.com and there is helpful information regarding who to contact.

I am due to go on holiday which was arranged by Low Cost Holidays – I am unsure if I have to pay again, what should we do?

Low cost holidays are advising that your payment to the airlines should have already been made If you are in receipt of your flight tickets from the airline. You should therefore be able to check-in and travel as normal. If you have not received your flight confirmation details, you should contact the airline directly to determine the status of your flight reservation.

I have to pay for costs and services which I had already paid for – where can I claim this money back?

Unfortunately your travel insurance policy does not cover you to reclaim these costs, however you can obtain more information by logging on to www.lowcostholidays.com.

I have rescheduled my travel arrangements; can I transfer my insurance to my new travel arrangements?

Yes you can. Provided there is no impact on the travel insurance policy premium, we will not charge an administration cost for any amendments. If there is a change that alters the premium due to a change in destination or duration, we will adjust the cost of the policy and either refund any monies due or make a charge for the additional premium.

I have received a refund for my holiday so can I cancel my insurance and have a refund?

If the policy is a Single Trip policy then a full refund will be offered but we cannot offer policy refunds for Annual Multi-Trip policyholders.

I have End Supplier Failure cover on my policy, can I claim under this section?

Unfortunately this cover is not available as it only applies to independently booked trips and only refers to failure of the following;

• Scheduled airline failure
• Hotel providers including short holiday let accomodationaccommodation
• Train operators
• Coach operators
• Car hire operators
• Ferry operators

Other Important notes

All claims considered are subject to normal terms and conditions of the policy.

I've purchased currency from the Post Office and now I can’t travel. Will I get a full refund?

Yes, simply take all of your currency back to the Post Office with your original receipt and we’ll buy it back from you. Tourist exchange rates change daily so there will be a difference between the amount you paid and the amount that you’ll receive so you’ll need to send both receipts to FREEPOST POST OFFICE CUSTOMER CARE and we’ll arrange to send you a refund for the difference.

I've purchased a Travel Money Card card from Post Office and now I can’t travel. Will I get a full refund?

Please contact the Travel Money Card Customer Service Team on 0344 335 0109 to arrange a refund. Your refund will be arranged at the rate at which you loaded your card.

Am I covered if I wish to cancel my forthcoming holiday to Turkey?

If the Foreign and Commonwealth Office (FCO) have not advised against travel, your travel insurance policy will not normally offer any compensation as it only provides cancellation cover for specific reasons and concern over the safety of a destination is not one of these. In the first instance you should contact your airline and travel provider to cancel and obtain a refund.

Where the Foreign Office does advise against travel to your destination the first contact should be made with the airline or travel provider for them to decide whether they can or will complete the travel contract with their customer. If not, they will most likely offer a refund or an alternative date or destination. If an airline is still able to travel to the destination, but the FCO advises against travel to your resort, it is still unlikely that there will be any cover under your travel insurance policy for cancellation

Am I covered if I am abroad and wish to return home immediately?

The travel insurance policy will only provide curtailment cover for specific reasons and a change in the advice by the UK government is not one of these.

After such a serious incident, the first contact should be made with the airline or travel provider for them to decide whether they can or will arrange for your return to the UK. If the FCO advise against travel to the region where you are staying, it is likely that the travel provider will make arrangements for your immediate return. If this is not possible, and you are directly affected by the incident, we will make every effort to assist our customers and advise how best to return home on a case-by-case basis

Am I covered if my flight has been cancelled when I am due to return home?

This is a situation where you have contracted with an airline or travel provider for a service that they have been unable to fulfil. As such, it is their legal obligation to assist and support you in getting home.

After such a serious incident, the first contact should be made with the airline or travel provider for them to decide whether they can or will arrange for your return to the UK. If the FCO advise against travel to the region where you are staying, it is likely that the travel provider will make arrangements for your immediate return. If this is not possible, and you are directly affected by the incident, we will make every effort to assist our customers and advise how best to return home on a case-by-case basis

Am I covered if my flight has been delayed when I am due to return home?

The travel insurance policy will only provide travel delay cover for specific reasons, and delays due to increased security risk is not one of these. Again, this is a situation where you have contracted with an airline or travel provider for a service that they have been unable to fulfil. As such, it is their legal obligation to assist and support you in getting home.

After such a serious incident, the first contact should be made with the airline or travel provider for them to decide whether they can or will arrange for your return to the UK. If the FCO advise against travel to the region where you are staying, it is likely that the travel provider will make arrangements for your immediate return. If this is not possible, and you are directly affected by the incident, we will make every effort to assist our customers and advise how best to return home on a case-by-case basis.

I have rescheduled my travel arrangements; can I transfer my insurance to my new travel arrangements?

If there is a change that alters the premium due to a change in destination or duration, the cost of the policy will be adjusted and either refund any monies due or make a charge for the additional premium.

An administration charge will be made as usual if the change is as a result of disinclination to travel and not due to loss / change of accommodation imposed on the customer in relation to the military action

I am stranded abroad and unable to return immediately due to the change in UK government advice, is my cover still in force?

Where customers are stranded abroad, due to helping the authorities, lost documentation, no available flights or other consequent circumstances as a result of the change in advice by the UK government, your travel insurance policy will be extended until you can return home, provided you do so at the earliest possible opportunity.

If you do not return at the first available opportunity provided to you by your travel provider, then ALL cover will cease at the time you were advised to return by the travel provider.

The cost of additional accommodation whilst abroad as a result of this incident is not covered although, where directly affected by the events, we will review each case on its merits.

My tour operator has cancelled my holiday so can I cancel my insurance and have a refund?

If the policy is a Single Trip policy then a full refund will be offered but we cannot offer policy refunds for Annual Multi-Trip policyholders.

I haven't been near the beach or left the hotel since this event – can I claim for loss of holiday?

A travel insurance policy will not provide any cover for loss of services or loss of enjoyment following an incident. However, we would advise contacting your travel provider and asking their advice.

Other Important notes

All claims considered are subject to normal terms and conditions of the policy.

I've purchased currency from the Post Office and now I can’t travel. Will I get a full refund?

Yes, simply take all of your currency back to the Post Office with your original receipt and we’ll buy it back from you. Tourist exchange rates change daily so there will be a difference between the amount you paid and the amount that you’ll receive so you’ll need to send both receipts to FREEPOST POST OFFICE CUSTOMER CARE and we’ll arrange to send you a refund for the difference.

I've purchased a Travel Money Card card from Post Office and now I can’t travel. Will I get a full refund?

Please contact the Travel Money Card Customer Service Team on 0344 335 0109 to arrange a refund. Your refund will be arranged at the rate at which you loaded your card.

Am I covered if I am injured in a terrorist incident such as in France?
Any customer that is injured or killed in a terrorist incident will be covered under the travel insurance policy for medical expenses and personal accident cover. As such, our 24-hour emergency team will be available for immediate care for you and for arranging all necessary treatment and return to the UK, as well as close liaison with relatives and travelling companions.

Am I covered if I wish to cancel my forthcoming holiday to France?
If the Foreign and Commonwealth Office (FCO) have not advised against travel, your travel insurance policy will not normally offer any compensation as it only provides cancellation cover for specific reasons and concern over the safety of a destination is not one of these. In the first instance you should contact your airline and travel provider to cancel and obtain a refund.

Where the Foreign Office does advise against travel to your destination the first contact should be made with the airline or travel provider for them to decide whether they can or will complete the travel contract with their customer. If not, they will most likely offer a refund or an alternative date or destination. If an airline is still able to travel to the destination, but the FCO advises against travel to your resort, it is still unlikely that there will be any cover under your travel insurance policy for cancellation.

Am I covered if I am abroad and wish to return home immediately?
The travel insurance policy will only provide curtailment cover for specific reasons and concern over the safety of a destination is not one of these./p>

After such a serious incident, the first contact should be made with the airline or travel provider for them to decide whether they can or will arrange for your return to the UK. If the Foreign and Commonwealth Office (FCO) advise against travel to the region where you are staying, it is likely that the travel provider will make arrangements for your immediate return. If this is not possible, and you are directly affected by the incident, we will make every effort to assist our customers and advise how best to return home on a case-by-case basis.

Am I covered if my flight has been cancelled when I am due to return home?
This is a situation where you have contracted with an airline or travel provider for a service that they have been unable to fulfil. As such, it is their legal obligation to assist and support you in getting home. After such a serious incident, the first contact should be made with the airline or travel provider for them to decide whether they can or will arrange for your return to the UK. If the Foreign and Commonwealth Office (FCO) advise against travel to the region where you are staying, it is likely that the travel provider will make arrangements for your immediate return. If this is not possible, and you are directly affected by the incident, we will make every effort to assist our customers and advise how best to return home on a case-by-case basis.

Am I covered if my flight has been delayed when I am due to return home?
The travel insurance policy will only provide travel delay cover for specific reasons, and delays due to increased security risk are not one of these. Again, this is a situation where you have contracted with an airline or travel provider for a service that they have been unable to fulfil. As such, it is their legal obligation to assist and support you in getting home.

After such a serious incident, the first contact should be made with the airline or travel provider for them to decide whether they can or will arrange for your return to the UK. If the Foreign and Commonwealth Office (FCO) advise against travel to the region where you are staying, it is likely that the travel provider will make arrangements for your immediate return. If this is not possible, and you are directly affected by the incident, we will make every effort to assist our customers and advise how best to return home on a case-by-case basis.

I have rescheduled my travel arrangements; can I transfer my insurance to my new travel arrangements?
Due to the recent French attacks, some travel providers may offer customers the option to change their travel destination and/or dates of travel. Provided that there is no impact in the travel insurance policy premium, we will not charge an administration cost for any amendments. If there is a change that alters the premium due to a change in destination or duration, we will adjust the cost of the policy and either refund any monies due or make a charge for the additional premium. However, there will be no administration charge.

I am stranded abroad because of the aftermath of the French attack, is my cover still in force?
Where customers are stranded abroad, due to helping the authorities, lost documentation or other consequent circumstances as a result of the terrorist attacks in France, your travel insurance policy will be extended until you can return home, provided you do so at the earliest possible opportunity. The cost of additional accommodation whilst abroad as a result of this incident is not covered although, where directly affected by the events, we will review each case on its merits.

My tour operator has cancelled my holiday so can I cancel my insurance and have a refund?
If the policy is a Single Trip policy then a full refund will be offered but we cannot offer policy refunds for Annual Multi-Trip policyholders.

I haven't left the hotel since this event – can I claim for loss of holiday?
A travel insurance policy will not provide any cover for loss of services or loss of enjoyment following an incident. However, we would advise contacting your travel provider and asking their advice.

Other important notes
All claims considered are subject to normal terms and conditions of the policy. All other claims which are not directly or indirectly related to the terrorist attacks in Brussels will be processed as normal, subject to the terms and conditions of the policy.

I've purchased currency from Post Office and now I can't travel. Will I get a full refund?
Yes, simply take all of your currency back to Post Office with your original receipt and we'll buy it back from you. Tourist exchange rates change daily so there will be a difference between the amount you paid and the amount that you’ll receive so you'll need to send both receipts to FREEPOST POST OFFICE CUSTOMER CARE and we'll arrange to send you a refund for the difference.

I've purchased a Travel Money Card card from Post Office and now I can't travel. Will I get a full refund?
Please contact the Travel Money Card Customer Service Team on 0344 335 0109 to arrange a refund. Your refund will be arranged at the rate at which you loaded your card.

Am I covered to cancel my trip?

There is no cover if you decide not to travel due to the fuel strikes.

What happens if my trip is delayed because of the strikes?

You will be covered for travel delay if your international outbound or inbound journey as defined in your terms & conditions is delayed by more than the number of hours stated, up to the limit in your policy documents.
 
Am I covered to abandon my trip?

If you are delayed on your international outward journey by longer than the stated time in your policy documentation then you are covered to abandon your trip, providing you have adhered to all terms and conditions.

What happens if my flight home is cancelled?

This is a situation where you have contracted with an airline or travel provider for a service that they have been unable to fulfill. As such, it is their legal obligation to assist and support you in getting home.

The first contact should be made with the airline or travel provider for them to decide whether they can or will arrange for your return to your country of residence.

Please note that the airlines should make themselves responsible for offering customers alternate flights / compensation for additional accommodation.

What happens if I arrive too late at my departure point to return to the UK

If you are unable to arrive in time to commence your return journey to the UK then you may be covered for additional travelling or accommodation expenses necessarily incurred to get back to the UK. You should check your terms and conditions and also contact the claims department to check before making any arrangements.

There is, however, no cover under the terms & conditions for the inability to purchase, find or run out of fuel. This would also include any delays, such as arriving at your destination point late, as a consequence of the lack of fuel.

Am I covered if I am injured in a terrorist incident such as in Brussels?
Any customer that is injured or killed in a terrorist incident will be covered under the travel insurance policy for medical expenses and personal accident cover. As such, our 24-hour emergency team will be available for immediate care for you and for arranging all necessary treatment and return to the UK, as well as close liaison with relatives and travelling companions.

Am I covered if I wish to cancel my forthcoming holiday to Brussels?
If the FCO have not advised against travel, your travel insurance policy will not normally offer any compensation as it only provides cancellation cover for specific reasons and concern over the safety of a destination is not one of these. In the first instance you should contact your airline and travel provider to cancel and obtain a refund.

Am I covered if I am abroad and wish to return home immediately?
The travel insurance policy will only provide curtailment cover for specific reasons and concern over the safety of a destination is not one of these. 

After such a serious incident, the first contact should be made with the airline or travel provider for them to decide whether they can or will arrange for your return to the UK. If the FCO advise against travel to the region where you are staying, it is likely that the travel provider will make arrangements for your immediate return. If this is not possible, and you are directly affected by the incident, we will make every effort to assist our customers and advise how best to return home on a case-by-case basis.

Am I covered if my flight or train has been cancelled when I am due to return home?
This is a situation where you have contracted with an airline or travel provider for a service that they have been unable to fulfil. As such, it is their legal obligation to assist and support you in getting home.

After such a serious incident, the first contact should be made with the airline or travel provider for them to decide whether they can or will arrange for your return to the UK. If the FCO advise against travel to the region where you are staying, it is likely that the travel provider will make arrangements for your immediate return. If this is not possible, and you are directly affected by the incident, we will make every effort to assist our customers and advise how best to return home on a case-by-case basis. 
 
Am I covered if my flight or train has been delayed when I am due to return home?
The travel insurance policy will only provide travel delay cover for specific reasons, and delays due to increased security risk are not one of these. Again, this is a situation where you have contracted with an airline or travel provider for a service that they have been unable to fulfil. As such, it is their legal obligation to assist and support you in getting home.

After such a serious incident, the first contact should be made with the airline or travel provider for them to decide whether they can or will arrange for your return to the UK. If the FCO advise against travel to the region where you are staying, it is likely that the travel provider will make arrangements for your immediate return. If this is not possible, and you are directly affected by the incident, we will make every effort to assist our customers and advise how best to return home on a case-by-case basis.

I have rescheduled my travel arrangements; can I transfer my insurance to my new travel arrangements? 
If there is a change that alters the premium due to a change in destination or duration, the cost of the policy will be adjusted and either refund any monies due or make a charge for the additional premium.

An administration charge will be made as usual if the change is as a result of disinclination to travel and not due to loss / change of accommodation imposed on the customer in relation to the attack.

I am stranded abroad because of the aftermath of the Brussels attack, is my cover still in force?
Where customers are stranded abroad, due to helping the authorities, lost documentation or other consequent circumstances as a result of the terrorist attacks in Brussels, your travel insurance policy will be extended until you can return home, provided you do so at the earliest possible opportunity. The cost of additional accommodation whilst abroad as a result of this incident is not covered although, where directly affected by the events, we will review each case on its merits.

My Tour Operator has cancelled my holiday so can I cancel my insurance and have a refund?
If the policy is a Single Trip policy, then a full refund will be offered but we cannot offer policy refunds for Annual Multi-Trip policyholders. 

I haven't left the hotel since this event – can I claim for loss of holiday?
A travel insurance policy will not provide any cover for loss of services or loss of enjoyment following an incident. However, we would advise contacting your travel provider and asking their advice.

Other important notes
All claims considered are subject to normal terms and conditions of the policy. All other claims which are not directly or indirectly related to the terrorist attacks in Brussels will be processed as normal, subject to the terms and conditions of the policy.

I've purchased currency from Post Office and now I can't travel. Will I get a full refund?
Yes, simply take all of your currency back to Post Office with your original receipt and we'll buy it back from you. Tourist exchange rates change daily so there will be a difference between the amount you paid and the amount that you’ll receive so you'll need to send both receipts to FREEPOST POST OFFICE CUSTOMER CARE and we'll arrange to send you a refund for the difference.

I've purchased a Travel Money Card from Post Office and now I can't travel. Will I get a full refund?
Please contact the Travel Money Card Customer Service Team on 0344 809 4564 to arrange a refund. Your refund will be arranged at the rate at which you loaded your card.

Am I covered if I am injured in a terrorist incident such as in France?

Any customer that is injured or killed in a terrorist incident will be covered under the travel insurance policy for medical expenses and personal accident cover. As such, our 24-hour emergency team will be available for immediate care for you and for arranging all necessary treatment and return to the UK, as well as close liaison with relatives and travelling companions.

Am I covered if I wish to cancel my forthcoming holiday to France?

If the Foreign and Commonwealth Office (FCO) have not advised against travel, your travel insurance policy will not normally offer any compensation as it only provides cancellation cover for specific reasons and concern over the safety of a destination is not one of these. In the first instance you should contact your airline and travel provider to cancel and obtain a refund.

Where the Foreign Office does advise against travel to your destination the first contact should be made with the airline or travel provider for them to decide whether they can or will complete the travel contract with their customer. If not, they will most likely offer a refund or an alternative date or destination. If an airline is still able to travel to the destination, but the FCO advises against travel to your resort, it is still unlikely that there will be any cover under your travel insurance policy for cancellation.

Am I covered if I am abroad and wish to return home immediately?

The travel insurance policy will only provide curtailment cover for specific reasons and concern over the safety of a destination is not one of these.

After such a serious incident, the first contact should be made with the airline or travel provider for them to decide whether they can or will arrange for your return to the UK. If the Foreign and Commonwealth Office (FCO) advise against travel to the region where you are staying, it is likely that the travel provider will make arrangements for your immediate return. If this is not possible, and you are directly affected by the incident, we will make every effort to assist our customers and advise how best to return home on a case-by-case basis.

Am I covered if my flight has been cancelled when I am due to return home?

This is a situation where you have contracted with an airline or travel provider for a service that they have been unable to fulfil. As such, it is their legal obligation to assist and support you in getting home.

After such a serious incident, the first contact should be made with the airline or travel provider for them to decide whether they can or will arrange for your return to the UK. If the Foreign and Commonwealth Office (FCO) advise against travel to the region where you are staying, it is likely that the travel provider will make

arrangements for your immediate return. If this is not possible, and you are directly affected by the incident, we will make every effort to assist our customers and advise how best to return home on a case-by-case basis.

Am I covered if my flight has been delayed when I am due to return home?

The travel insurance policy will only provide travel delay cover for specific reasons, and delays due to increased security risk are not one of these. Again, this is a situation where you have contracted with an airline or travel provider for a service that they have been unable to fulfil. As such, it is their legal obligation to assist and support you in getting home.

After such a serious incident, the first contact should be made with the airline or travel provider for them to decide whether they can or will arrange for your return to the UK. If the Foreign and Commonwealth Office (FCO) advise against travel to the region where you are staying, it is likely that the travel provider will make arrangements for your immediate return. If this is not possible, and you are directly affected by the incident, we will make every effort to assist our customers and advise how best to return home on a case-by-case basis.

I have rescheduled my travel arrangements; can I transfer my insurance to my new travel arrangements?

Due to the recent French attacks, some travel providers may offer customers the option to change their travel destination and / or dates of travel. Provided that there is no impact in the travel insurance policy premium, we will not charge an administration cost for any amendments. If there is a change that alters the premium due to a change in destination or duration, we will adjust the cost of the policy and either refund any monies due or make a charge for the additional premium. However, there will be no administration charge.

I am stranded abroad because of the aftermath of the French attack, is my cover still in force?

Where customers are stranded abroad, due to helping the authorities, lost documentation or other consequent circumstances as a result of the terrorist attacks in France, your travel insurance policy will be extended until you can return home, provided you do so at the earliest possible opportunity. The cost of additional accommodation whilst abroad as a result of this incident is not covered although, where directly affected by the events, we will review each case on its merits.

My tour operator has cancelled my holiday so can I cancel my insurance and have a refund?

If the policy is a Single Trip policy then a full refund will be offered but we cannot offer policy refunds for Annual Multi-Trip policyholders.

I haven’t left the hotel since this event – can I claim for loss of holiday?

A travel insurance policy will not provide any cover for loss of services or loss of enjoyment following an incident. However, we would advise contacting your travel provider and asking their advice.

Useful phone numbers

British Embassy
Address: 35 Rue du Faubourg Saint-Honoré, 75008 Paris
Phone: +33 (0) 1 44 51 31 00

Foreign Office number for relatives of those in France
Phone number in the UK: 020 7008 0000

Other Important notes

All claims considered are subject to normal terms and conditions of the policy. All other claims which are not directly or indirectly related to the terrorist attacks in France will be processed as normal, subject to the terms and conditions of the policy.

I’ve purchased currency from the Post Office and now I can’t travel. Will I get a full refund?

Yes, simply take all of your currency back to the Post Office with your original receipt and we’ll buy it back from you. Tourist exchange rates change daily so there will be a difference between the amount you paid and the amount that you’ll receive so you’ll need to send both receipts to FREEPOST POST OFFICE CUSTOMER CARE and we’ll arrange to send you a refund for the difference.

I’ve purchased a Travel Money Card from Post Office and now I can’t travel. Will I get a full refund?

Please contact the Travel Money Card Customer Service Team on 0344 335 0109 to arrange a refund. Your refund will be arranged at the rate at which you loaded your card.

Am I covered if I wish to cancel my forthcoming holiday to Sharm el-Sheikh? 

The UK government have advised all but essential travel through Sharm el-Sheikh airport for security reasons and in this instance your travel insurance policy will not normally offer any compensation as it only provides cancellation cover for specific reasons. In the first instance you should contact your airline and travel provider to cancel and obtain a refund or discuss alternative arrangements. Where a travel provider will not provide a refund we will consider cancellation claims on a case by case basis. 

Am I covered if I am abroad and wish to return home immediately? 

The travel insurance policy will only provide curtailment cover for specific reasons and a change in the advice by the UK government is not one of these.

After such a serious incident, the first contact should be made with the airline or travel provider for them to decide whether they can or will arrange for your return to the UK. As the UK government have advised against all but essential travel through Sharm el-Sheikh airport it is likely that an early return is not possible whilst flights are suspended. If you do return home before your planned return date, any costs incurred will be considered on a case-by-case basis.

Equally, if you decide to travel to an alternative airport to return home, these costs are not covered by your insurance policy. 

Am I covered if my flight has been cancelled when I am due to return home? 

This is a situation where you have contracted with an airline or travel provider for a service that they have been unable to fulfil. As such, it is their legal obligation to assist and support you in getting home.

As the UK government have advised against all but essential travel through Sharm el-Sheikh airport, it is likely that the travel provider will make arrangements for your return as soon as possible and they will meet any additional accommodation costs. 

Am I covered if my flight has been delayed when I am due to return home? 

The travel insurance policy will only provide travel delay cover for specific reasons, and delays due to increased security risk is not one of these. Again, this is a situation where you have contracted with an airline or travel provider for a service that they have been unable to fulfil. As such, it is their legal obligation to assist and support you in getting home.

As the UK government have advised against all but essential travel through Sharm el-Sheikh airport, it is likely that the travel provider will make arrangements for your return as soon as possible and they will meet any additional accommodation costs whilst you are delayed.

I have rescheduled my travel arrangements; can I transfer my insurance to my new travel arrangements?

Due to the recent events at Sharm el-Sheikh airport, some travel providers have offered customers the option to change their travel destination and/or dates of travel. Provided that there is no impact in the travel insurance policy premium, an administration cost will not be charged for any amendments. If there is a change that alters the premium due to a change in destination or duration, we will adjust the cost of the policy and either refund any monies due or make a charge for the additional premium. However, there will be no administration charge. 

I am stranded abroad and unable to return immediately due to the change in UK government advice, is my cover still in force?

Where customers are stranded abroad, due to helping the authorities, lost documentation, no available flights or other consequent circumstances as a result of the change in advice by the UK government, your travel insurance policy will be extended until you can return home, provided you do so at the earliest possible opportunity.

If you do not return at the first available opportunity provided to you by your travel provider, then ALL cover will cease at the time you were advised to return by the travel provider.

The cost of additional accommodation whilst abroad as a result of this incident is not covered although, where directly affected by the events, we will review each case on its merits. 

My tour operator has cancelled my holiday so can I cancel my insurance and have a refund?
 
If the policy is a Single Trip policy then a full refund will be offered but we cannot offer policy refunds for Annual Multi-Trip policyholders. 

I haven't been near the beach or left the hotel since this event – can I claim for loss of holiday?

A travel insurance policy will not provide any cover for loss of services or loss of enjoyment following an incident. However, we would advise contacting your travel provider and asking their advice.

Other Important notes

All claims considered are subject to normal terms and conditions of the policy.

I've purchased currency from the Post Office and now I can’t travel. Will I get a full refund?

Yes, simply take all of your currency back to the Post Office with your original receipt and we’ll buy it back from you. Tourist exchange rates change daily so there will be a difference between the amount you paid and the amount that you’ll receive so you’ll need to send both receipts to FREEPOST POST OFFICE CUSTOMER CARE and we’ll arrange to send you a refund for the difference.

I've purchased a Travel Money Card from Post Office and now I can’t travel. Will I get a full refund?

Please contact the Travel Money Card Customer Service Team on 0344 335 0109 to arrange a refund. Your refund will be arranged at the rate at which you loaded your card.