Coronavirus FAQs

Looking for answers? You're in the right place.

I want to buy a new policy, why can't I buy Single Trip travel insurance policy from you?

Following the recent outbreak of COVID-19 and associated border restrictions and FCO advice against all and all but essential travel, we took the difficult decision to suspend policy sales. Our policies do not provider cover for:

• Cancellation, abandonment or curtailment claims if the Foreign and Commonwealth Office (FCO) advises you not to travel, for example where the FCO advise against all but essential travel to an area affected by Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2) or any mutation of Coronavirus, COVID-19 or SARs-COV-2.
• Any claims as a result of 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. Except for the Emergency Medical Expenses section. This will only apply if you did not travel against the published advice of the FCO, any local government, local authority or WHO.

Where else can I get protection for my future trip if I can't buy insurance?

Package travel regulations (PTR)

If a customer has booked via a travel agent or tour operator or has booked more than one thing, that must include;

• Flight
• Accommodation
• Transfer

Then the trip is considered as packaged and the below applies.

Trips cancelled due to FCO advice would therefore fall within the remit of PTR and be eligible for a refund. Trips where access is restricted or public life is subject to significant limitations (closures of tourist attraction etc.) should give passengers the right to cancel their trip with refund via PTR.

If passengers have a medical condition for which exposure to the COVID-19 is particularly dangerous, current advice is they should have the right to cancel their package travel contract if the risk of contamination with COVID-19 at the travel destination or its immediate vicinity is declared high by the competent authorities.

Useful links:

• The Package Travel and Linked Travel Arrangements Regulations 2018 (Gov)
• The Package Travel and Linked Travel Arrangements 2018 (Which)
• Civil Aviation Authority CAA and ATOL (ABTA)
• Coronavirus advice (ABTA)

Flight company and Air Passenger Rights

Flight companies are regulated by the Civil Aviation Authority. If your flight operator cancels or can't fulfil your flight then there is protection available under something called the 'Montreal Convention'. Some airlines are going over and above their requirements and so it is important to contact them in the first instance to find out what support they can give you.

Flight cancellations by the airline need to be claimed directly from them, your insurer will not consider a claim unless you have sought a refund from your airline in the first instance.

All around the world, passenger rights for international flights are protected under the Montreal Convention. Essentially, this piece of law states that the airline is responsible for you if your flight is cancelled and/or you are left stranded at an airport waiting for a flight. These measures of care include:

• Meals and refreshments
• Communication to the outside world (two occasions)
• Hotel accommodations when necessary
• Rerouting to your final destination

In countries like Canada, Israel and the Member States of the European Union, your rights are protected even further.

Like any piece of law, it is complicated and not that easy to read! But below is a link and if you google CAA and Montreal Convention then you will find some useful information online that may help you.

Useful links:

• Consumer protection law

What cover is available under my policy in relation to Coronavirus of FCO change in advice?

There is no cover under any policy for:

• Cancellation, abandonment or curtailment claims if the Foreign and Commonwealth Office (FCO) advises you not to travel, for example where the FCO advise against all but essential travel to an area affected by Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2) or any mutation of Coronavirus, COVID-19 or SARs-COV-2.
• Any claims as a result of 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. Except for the Emergency Medical Expenses section. This will only apply if you did not travel against the published advice of the FCO, any local government, local authority or WHO.

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

Unfortunately none of our policies will provide cover if you decide to travel against the advice of the FCO (the Foreign & Commonwealth Office).

It is your responsibility to monitor the FCO advice for the country, region or area you intend travelling to in order to understand if cover may become invalid through a change in FCO advice.

If I travel, will I be covered for coronavirus under medical costs in my travel insurance policy?

If you catch coronavirus while on holiday and require medical treatment, then yes, cover will be in place for emergency and necessary treatment. Customers should be aware that our policies are travel insurance policies and not private medical insurance, meaning that there is no cover for any medical expenses incurred in private medical facilities if we have confirmed that medically capable public facilities are available.

Coronavirus and repatriation

Our policies will provide cover for repatriation (bringing you home) that is medically necessary. Our Assistance Team will liaise with your treating doctor(s) about your treatment plan and if required obtain a 'fit to fly' certificate. We also liaise with you and advise on, and put in place, suitable repatriation plans to get you home as soon as it is medically safe to do so in order to achieve your optimal recovery. Our team are unable to make arrangements to repatriate you where it is against local advice, where travel is restricted or where you would pose a risk to other passengers.

Each and every 'assistance case' will be dealt with on it's own merits.

Coronavirus travel insurance: am I covered for cancellation?

This type of event is usually not covered across the travel insurance industry for cancellation. This is because most policies have specific reasons for cancellation and the "fear of an epidemic, pandemic, infection or allergic reaction" is not one of those reasons.

We would advise travellers who have booked package holidays to a destination affected by the viral outbreak, and looking to cancel their trip or amend their travel plans, to contact their travel agent or tour operator in the first instance.

If you have booked component parts of your holiday independently we suggest you contact each of these companies with whom you've made arrangements with to question your cancellation and refund rights.

If you are not able to amend your trip and have a medical justification and supporting documentation for having to cancel, we would be happy to discuss your situation on a case-by-case basis.

Our policies do not cover any costs in respect of cancellation or Curtailment of a trip due to the Travel Advice Unit of the Foreign and Commonwealth Office advising against all travel to, or all but essential travel to, the country or area you were planning on travelling to.

In these circumstances you should contact your airline or tour operator to discuss your cancellation and refund rights or to make alternate arrangements.

Our policies also do not cover costs in respect of cancellation or curtailment due to Fear of infection or Pandemic in an area where you are still able to travel to.

If I am quarantined due to the coronavirus, what cover is in place?

If you are admitted to hospital your policy will usually provide assistance with returning home when you have been discharged.

Please contact our Assistance Team if you are admitted to hospital.

If I am stuck abroad due to the coronavirus and cannot come home on my planned return date, will my travel insurance be extended to cover me until I can get home?

Depending on your policy, cover may be extended for the following reasons:

If you are hospitalised then you will be/will have been advised to contact the Assistance Team. Arrangements and confirmation on extended cover and accommodation arrangements would be dealt with in line with the specific requirements of your claim/assistance case.

If your transport is disrupted or delayed leaving the UK then the section "If you are delayed leaving your home country or BFPO" could be claimed under. However if your return journey is delayed there is no cover under the policy.

If you can not return home for a reason outside of your control there is no cover unless it may be connected to a valid medical assistance claim for you or another passenger insured on your policy.

For more information on this and any specific benefit limits we would ask that you check the policy wording provided to you at the time of purchase.

What happens if I arrive at my holiday destination and they refuse entry due to the virus?

If you travel to an area which the FCO advises against travel to, there would be no cover under our travel insurance policies as this would be considered as a known event (that is something that has happened before you have purchased your travel insurance or before booking your trip).

If you travel to an area and the FCO advice changes after leaving home, you should contact your travel agent or tour operator for information on availability of flights or refunds in the first instance.

If you are refused entry at passport/border control, you should contact your airline or transport provider to arrange changing your return ticket to allow you to come home early.

Will I be covered if I want to cut my trip short due to the coronavirus?

This type of event is usually not covered across the travel insurance industry for cutting short a trip and therefore not covered under our insurance policies. This is because most policies have specific reasons for cutting short your trip and the "fear of an epidemic, pandemic, infection or allergic reaction" is not one of those reasons.

We would advise travelers who have booked package holidays to a destination affected by the viral outbreak and looking to cut your trip short, they should contact their travel agent or tour operator for information on availability of flights in the first instance.

If you are travelling independently from a tour operator or travel agent, you should make your own arrangements to leave by either altering return tickets where possible, or booking onto an alternative commercial flight or mode of transport. Claims for independent traveler's additional expenses in returning home earlier than planned, where medically justified, will be assessed on a case-by-case basis.

Where your claim is for any other reason there is no cover under our policies.

Am I covered for travel disruption caused by the coronavirus?

There is no cover in respect to travel disruption under our policies . We would ask that you check your specific policy wording for more information on this.

If I go out on an excursion for the day and then am not allowed back to my travel accommodation (or cruise ship) due to quarantine, what cover do I have?

You should follow any instructions issued by the local authorities as it is more than likely that you will have to enter some form of quarantine. Traveler's should contact their travel agent or tour operator for assistance in the first instance.

If confined to your trip accommodation, or prohibited from re-entering your accommodation, there is no allowance for living expenses.

Can I cancel my current policy and take a new policy which has cover for change in FCO advice?

Yes, you can cancel your policy with us, subject to our terms and conditions, and then look to find a policy elsewhere with cover for changes to FCO advice. Depending on when you purchased your policy with us you may only receive a partial refund for your cancellation.

If I have a stop-over in an area which the FCO advises against travel to, am I still covered?

We would suggest that if you have not started that part of your journey you contact your airline to change your travel plans to move on to the next part of your itinerary.

If you arrive at your stop-over airport and entry is denied due to the virus you should contact your airline to change your travel plans to move on to the next part of your itinerary.

Can my policy be changed to suit a 'new/different' holiday or trip?

If you are offered an alternative destination and or dates from your travel agent, we are pleased to advise that we will shift your insurance policy to fit the new trip without any administration charges, providing the new trip is for the same duration and to the same location or geographical area, if your duration or geographical area changes there may be an additional premium charged. Please call the customer service team on the number listed in your policy wording.

How can I make a claim?

You can make a claim by contacting our underwriters, TIF. Please call 0203 824 0654 or use TIF's online form.

You can fill out a form online here.

Where can I get more information about travel and the coronavirus?

• Government coronavirus advice
• Our general coronavirus advice
• Package travel and linked travel arrangements regulations
• General advice for travellers
• General advice for travellers



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General FAQs

For more information on the specifics of your policy including the full conditions and exclusions, please check out our compiled list of frequently asked questions.

Single and Annual policies

Not sure whether to buy a single or an annual policy? Have a look at the differences below to gauge what will best suit your travel plans.

How many days does a single trip policy cover?

Essential Travel's single trip travel insurance policies provide travellers with comprehensive cover for one trip of up to 365 days. For more information, visit our single trip policies page.

What does an Annual Travel Insurance policy cover?

An Annual Travel Insurance policy covers you for an unlimited amount of trips abroad throughout the year, with a maximum limit for each trip depending on your cover level. For more information, visit our Annual Travel Insurance page.

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Medical questions

Finding the right medical cover for any pre-existing conditions you might have is the more complicated aspect of travel insurance. It's so important to get right, and is one of the biggest costs when making a claim. To find out exactly what you need to know before booking your medical cover, take some time to read over customers' most pressing medical-related questions.

What is a pre-existing medical condition?

A pre-existing medical condition is any health/medical condition that exists, has been diagnosed, treated, known about or has been/is currently under investigation prior to the start date of the policy.

Failure to disclose a medical condition could lead to your cover becoming invalid.

What is Medical Screening?

Medical Screening is the name for the medical questionnaire that you can complete on our website prior to purchasing your travel insurance with us.

Our medical screening questionnaire will firstly assess whether you have a pre-existing medical condition and secondly the risk level of any pre-existing medical condition.

Traditionally, insurance policies do not cover pre-existing medical conditions. However, by conducting a medical screening to analyse the risk level of a medical condition, we are often able to offer you insurance which will include cover for your pre-existing medical condition.

Will I be covered for pre-existing medical conditions?

If you have completed our online medical screening process you will be given the opportunity to add cover for your pre-existing medical conditions for an additional premium.

While travelling

Hopefully nothing out of the ordinary will happen while you're away, but it never hurts to be prepared and to have insurance-related questions for when you're abroad.

Where can I find my policy documents?

For more information on the exact wording of your policy, please check out our policy booklets.

If you still haven't found the answer you're looking for, we're on hand to help!

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Essential Travel is a trading name of Holiday Extras Cover Ltd. Holiday Extras Cover Limited are authorised and regulated by the Financial Conduct Authority under registration number 828848, Holiday Extras Cover Ltd 05058680 is registered in England and Wales. Registered address, Ashford road, Newingreen, Kent CT21 4JF

Holiday Extras Cover Ltd is underwritten by White Horse Insurance Ireland dac is registered in Ireland No. 306045. White Horse Insurance Ireland dac’s Registered Office is First Floor, Rineanna House, Shannon Free Zone, Shannon, County Clare, Republic of Ireland. White Horse Insurance Ireland dac is authorised and regulated by the Central Bank of Ireland. Deemed authorised by the Prudential Regulation Authority and subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. The nature and extent of consumer protections may differ from those for firms based in the UK. Details of the Temporary Permissions Regime, which allows EEA-based firms to operate in the UK for a limited period while seeking full authorisation, are available on the Financial Conduct Authority’s website, our FRN is 203320.