Help and support Travel alerts

Fire at North Hyde Substation – Impact to flights from Heathrow. 21/03/2025.

The following only applies to:-

• Policies and any additional add-ons purchased on or before 20th March 2025
• Trips booked and paid on or before 20th March 2025

All customers should speak to their airlines first and foremost. Regulations exist to assist and compensate you when delays occur with air travel. If you have booked with a tour operator, in most circumstances the Package Travel Directive will assist you.

If your flight is cancelled: - Speak to your tour operator, airline or your service provider. Travel providers are legally obliged to refund you. This could be in the form of a monetary refund or a voucher.  You may also speak to Credit or Debit card provider (depending on method of payment) protection is provided under chargeback or Section 75 (Consumer Credit Act) that provides protection of your money when you pay for good or services that cost between £100 and £30,000.

In the event that you have been denied any refund (we include vouchers as you receiving a refund) – We will consider a claim for cancellation, but you will need to provide confirmation of declined refund (as per above) and submit this along with your claim for us to review.

If your flight has been delayed:-

1. Travel Delay in the UK – When you are at Heathrow airport

If you have checked in (or attempted to check in) but your flight was delayed/cancelled. When you are inconvenienced with a delay at the airport, you may be entitled to a monetary benefit to go towards food and beverages. The sum (subject to level of cover you purchased) up to a maximum amount will be awarded for each full 4 hours your flight was delayed.

Please note this is only applies if you purchased standard, extra, max or premier level of cover.

Delay Benefit

• Standard and Extra Level of Cover
  - £30 for each full 4 hours, up to a maximum of £90 (per insured person)
• Premier and Max Level of Cover
  - £50 for each full 4 hours, up to a maximum of £150 (per insured person)

1a. Abandonment – When you are at Heathrow airport.

If your flight has been delayed by at least 12 hours, then we may consider a claim under the cancellation section for unused travel and accommodation costs.

Please this only applies if you purchased standard, extra, max or premier level of cover.

Abandonment

• Standard and Extra Level of Cover
  - up to £3,000 for unused travel and accommodation costs (per insured person)
  (Standard - £99 Excess* and Extra - £125 Excess*)
• Premier and Max Level of Cover
  - Up to £5,000 for unused travel and accommodation costs (per insured person)
  (Premier- £50 Excess* and Max - £75 Excess*)

*Excess will apply unless you purchased Excess waiver prior to booking your trip or purchasing this policy (whichever the later).

1b. Travel Delay outside the UK – You are abroad, and you are flying back to the UK.

If you are abroad and your return flight into Heathrow has been delayed or cancelled, you should speak to your travel provider first and foremost. They should arrange alternative arrangements for your return journey. Whilst you are inconvenienced by this delay, you will be entitled to a monetary benefit. This benefit will assist in additional costs incurred whilst you are still abroad, for food, beverages, and even accommodation. The sum (subject to level of cover you purchased) will pay up to a maximum amount and will be awarded for each full 4 hours you are delayed abroad.

Please note this is only applies if you purchased standard, extra, max or premier level of cover.

Delay Benefit

• Standard and Extra Level of Cover
  - £30 for each full 4 hours, up to a maximum of £90 (per insured person)
• Premier and Max Level of Cover
  - £50 for each full 4 hours, up to a maximum of £150 (per insured person)

Flight Delay Assistance Plus – Premier Level only

When you are delayed at the airport by 1 hour or more. You will be entitled to additional benefit of either a monetary payment or receive and e-voucher entitling you to an airport lounge access. Please note you must have registered each and every flight a minimum of 24 hours before it’s scheduled departure (please read your policy wording for more information).

All claims will be considered in-line with standard terms and condition's.

2. Missed Connections or Diverted flights – you are flying back to the UK.

Unfortunately, there is no cover under this policy, please speak to your travel provider.

Optional upgrade for trip disruption (including terrorism, natural catastrophe, and airspace closure) excluding Covid 19

If you have purchased this upgrade, then cover will apply on all 3 levels of cover for the following. (please note you cannot claim under the same section twice for the same event).

1. Travel Delay in the UK – When you are at Heathrow airport

If you have checked in (or attempted to check in) but your flight was delayed/cancelled. When you are inconvenienced with a delay at the airport, you may be entitled to a monetary benefit to go towards food and beverages. The sum (subject to level of cover you purchased) up to a maximum amount will be awarded for each full 4 hours your flight was delayed.

Delay Benefit

• Economy and Core Level of Cover
  - £20 for each full 4 hours, up to a maximum of £60 (per insured person)
• Standard and Extra Level of Cover
  - £30 for each full 4 hours, up to a maximum of £90 (per insured person)
• Premier and Max Level of Cover
  - £30 for each full 4 hours, up to a maximum of £150 (per insured person)

1a. Abandonment – When you are at Heathrow airport.

If your flight has been delayed by at least 12 hours, then we may consider a claim under the cancellation section for unused travel and accommodation costs.

Abandonment

• Economy and Core Level of Cover
  - up to £1000 for unused travel and accommodation costs (per insured person)
  (Economy - £125 Excess* and Core - £150 Excess*)
• Standard and Extra Level of Cover
  - up to £3,000 for unused travel and accommodation costs (per insured person)
  (Standard - £99 Excess* and Extra - £125 Excess*)
• Premier and Max Level of Cover
  - Up to £5,000 for unused travel and accommodation costs (per insured person)
  (Premier - £50 Excess* and Max - £75 Excess*)

*Excess will apply unless you purchased Excess waiver prior to booking your trip or purchasing this policy (whichever the later).

1b. Travel Delay outside the UK – You are abroad, and you are flying back to the UK.

If you are abroad and your return flight into Heathrow has been delayed or cancelled, you should speak to your travel provider first and foremost. They should arrange alternative arrangements for your return journey. Whilst you are inconvenienced by this delay, you may be entitled to a monetary benefit. This benefit will assist in additional costs incurred whilst you are still abroad, for food, beverages, and even accommodation. The sum (subject to level of cover you purchased) will pay up to a maximum amount and will be awarded for each full 4 hours you are delayed abroad.

Delay Benefit

• Economy and Core Level of Cover
  - £20 for each full 4 hours, up to a maximum of £60 (per insured person)
• Standard and Extra Level of Cover
  - £30 for each full 4 hours, up to a maximum of £90 (per insured person)
• Premier and Max Level of Cover
  - £30 for each full 4 hours, up to a maximum of £150 (per insured person)

2. Missed Connections or Diverted flights – you are flying back to the UK.

If you are stranded abroad because your pre-booked flight into Heathrow has been cancelled or diverted, we will consider claims up to the limit detailed in the level of cover you have purchased should you miss your connecting flights or your flight has been diverted, for costs towards additional travel and accommodation, and costs for essential prescription medication when your supply runs out.

Plus you will also receive an additional daily benefit, for each full 24 hours you are stranded abroad.

The following will apply for economy, standard and premier levels of cover:

• Economy Level of Cover
  - Up to £500 (per insured person) £125 Excess*
  - Additional daily benefit (per insured person, per 24 hours) £50 up to a maximum of £500
• Standard and Level of Cover
  - Up to £750  (per insured person) £99 Excess*
  - Additional daily benefit (per insured person, per 24 hours) £75 up to a maximum of £750
• Premier and Level of Cover
  - Up to £1,500 (per insured person) £50 Excess*
  - Additional daily benefit (per insured person, per 24 hours) £100 up to a maximum of £1000

The following will apply for core, extra and max levels of cover:

• Core Level of Cover
  - Up to £500 (per insured person) £150 Excess*
  - Additional daily benefit (per insured person, per 24 hours) £50 up to a maximum of £500
• Extra Level of Cover
  - Up to £750  (per insured person) £125 Excess*
  - Additional daily benefit (per insured person, per 24 hours) £75 up to a maximum of £750
• Max Level of Cover
  - Up to £1,500 (per insured person) £75 Excess*
  - Additional daily benefit (per insured person, per 24 hours) £100 up to a maximum of £1000

*Excess will apply unless you purchased Excess waiver prior to booking your trip or purchasing this policy (whichever the later).

All claims will be considered in-line with standard terms and conditions.

Due to ongoing conflict between Russia and Ukraine, the Foreign, Commonwealth and Development Office (FCDO) has advised against all travel to Ukraine, Russia and Belarus.

Travel insurance

If you have one of our travel insurance policies, it won’t cover you for travel to these countries. Read the ‘High-risk areas’ section for details.

If you have a trip booked to any of these countries, contact your airline or tour operator first. They may be able to rearrange your trip for a later date or give you a refund.

If your trip’s rearranged, we can move the start date for single-trip policies up to 12 months from their original purchase date. If it’s not possible, you can apply for a refund of your single-trip policy. Please call 0333 123 3690. Lines are open 8.30am - 6.30pm Monday to Friday and 9am - 5.30pm on Saturdays (1).

Making international payments

You can now send money to friends and family in Ukraine using:

• Western Union international money transfer 
• MoneyGram money transfers 

There are no transfer fees for sending money to Ukraine with these services.

The FCDO currently advises against all travel to parts of Israel and the Occupied Palestinian Territories (OPTs), including Gaza. It also advises against all but essential travel to other parts of that region.

Travel insurance

If you have Post Office Travel Insurance, it won’t cover trips to destinations the FCDO advises against all travel to.

If you’ve already booked a trip to the region

If you’ve booked a trip to Israel or the Occupied Palestinian Territories (OPTs), you should first contact your airline, tour operator and/or accommodation provider. You may be able to cancel your booking for a full refund or amend it to a future date. If your trip’s rearranged, we can move the start date for single-trip travel insurance policies up to 12 months from their original purchase date. If not, you can apply for a refund of your single-trip policy. Please call 0333 123 3690. Lines are open 8.30am - 6.30pm Monday to Friday and 9am - 5.30pm on Saturdays (1).