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Frequently asked questions

Coronavirus support for travel insurance customers

When it comes to travelling, these past few months haven’t been the easiest to navigate. And while some travel restrictions are now being eased, the rules could be different depending on your destination and the guidance could change.

To help you keep up to date with the latest, here’s our top ‘things to remember’ and frequently asked questions.

Things to remember

Need to make a claim?

First, get in touch with your travel provider (tour operator, accommodation provider, airline, or travel agent) to get a refund, as travel insurance only covers non-refundable costs. If you paid for any part of your trip with your credit or debit card, you could also check with your provider to see if you are entitled to a refund.

All claims are considered based on their individual circumstance, so we’d encourage you to get in touch with AIG to discuss your individual circumstances.

Get in touch with AIG

All lines are open Monday to Friday, 8am to 8pm and on Saturdays and Bank Holidays, 9am to 5pm

Yorkshire Bank – Signature Current Account
Phone: +44(0) 345 602 2369
Customer service: yorkshirebanktravel@aig.com
Claims email: yorkshirebanktravelclaims@aig.com

Yorkshire Bank – Private Current Account
Phone: +44(0) 330 123 3129
Customer service: yorkshirebanktravel@aig.com
Claims email: yorkshirebanktravelclaims@aig.com

Yorkshire Bank – Travel Insurance
Phone: 0345 605 0057
Customer service: yorkshirebanktravel@aig.com
Claims email: yorkshirebanktravelclaims@aig.com


Check the latest Foreign, Commonwealth & Development Office (FCDO) guidance for the country you’re travelling to

This is important, because if the FCDO is advising against all but essential travel to your destination, your travel insurance won’t cover you.

The FCDO has set out a list of countries that are exempt from its global advisory against ‘all but essential travel’. Because this list is subject to change, you should visit the FCDO’s website for the most up to date and accurate information.

Check what your travel insurance will and won’t cover you for

The date you booked your trip will determine what you’re covered for – it’s important to make sure you understand what you will or won’t be covered for before you book a trip, travel or make a claim.

On the 11 March 2020, the World Health Organisation (WHO) declared coronavirus (COVID-19) a pandemic. As of 11 March 2020, coronavirus is therefore considered a ‘foreseen event’, which means certain parts of your travel insurance policy may not apply.

Coronavirus-related claims will be considered for any element of travel booked on or before 11 March 2020, provided your Signature or Private Current Account was also opened on or before 11 March 2020 (subject to policy guidance and FCDO guidance). We’ve upgraded our cover and will now consider certain coronavirus-related claims for trips booked after 11 March*.

For any trips booked after 11 March 2020:

  • Insured travellers who become ill with coronavirus (COVID-19) during their trip will be covered for emergency medical expenses (subject to policy terms and conditions). This includes cover for the reasonable and necessary additional travel expenses to return to the UK
  • If you have been diagnosed with coronavirus (COVID-19) and need to cancel or cut your trip short, you will be covered, provided you did not know you had the illness or were not in the process of being tested for the illness at the time of booking your trip.
  • Your cancellation claim will not be covered if you’re cancelling because the FCDO is advising against ‘all but essential travel’ to your destination. In this instance you should contact your travel provider – they may be able to change your booking or arrange a refund. If you paid for any part of your trip with your credit or debit card, you could also check with your card provider to see if you’re entitled to a refund.
  • *This change took effect on 18/11/2020. If you are a Signature Current Account customer, this change is detailed in your Signature to Club M leaflet and Club M Account Insurance Policy Wording. For our Private Current Account, this change is detailed in your Changes to Insurance Benefits leaflet and Travel Insurance Policy Wording. General Exclusion 2 has been removed and has been added to the exclusions in Section A – Cancelling your trip and Section C – Cutting your trip short.

    Still got questions? Please see our list of frequently asked questions below.

    Frequently asked questions

    I’ve booked a holiday but would now like to cancel it because of COVID-19. Will I be able to claim on my travel insurance?

    It depends on the circumstances under which you’d like to cancel.

    If you booked your trip on or before 11 March 2020 (and providing your Signature or Private Current Account was also opened on or before 11 March 2020), a claim for cancellation may be considered if the FCDO is advising against all but essential travel to your destination (providing this advice was issued after you booked your trip).

    If you booked your trip after 11 March 2020:

    • If you have been diagnosed with coronavirus (COVID-19) and need to cancel or cut your trip short, you will be covered, provided you did not know you had the illness or were not in the process of being tested for the illness at the time of booking your trip.
    • Your cancellation claim will not be covered if you’re cancelling because the FCDO is advising against ‘all but essential travel’ to your destination. In this instance you should contact your travel provider – they may be able to change your booking or arrange a refund. If you paid for any part of your trip with your credit or debit card, you could also check with your card provider to see if you’re entitled to a refund.

    Where eligible, AIG will cover non-refundable costs incurred providing that you haven’t been able to change your booking or get compensation from your tour operator, accommodation provider, airline, travel agent, or other provider.

    If you paid for any part of your trip with your credit or debit card, you should also check with your provider to see if you are entitled to a refund.

    Finally, please note that your travel insurance won't cover you if you change your mind and decide not to travel.

    Am I covered if I contract COVID-19 while travelling?

    Your policy provides cover for emergency medical expenses for insured travellers who become seriously ill, including with coronavirus (COVID-19), while on a trip. Cover is also provided for the reasonable and necessary additional travel expenses incurred as a result of becoming ill. However, travelling against medical or FCDO advice is not covered.

    Each claim will be considered based on its individual facts and circumstances surrounding the events. To assess a claim, AIG will require supporting documentation, including correspondence and medical records from your doctor or medical practitioner.

    I’ve been advised by the Government to shield due to my pre-existing medical conditions, am I covered if I need to cancel?

    Please contact AIG who will review and consider your claim. Each claim will be considered based on its individual facts and circumstances surrounding the events. To assess a claim, AIG will require supporting documentation, including correspondence and medical records from your doctor or medical practitioner.

    The FCDO is advising against ‘all but essential’ travel to my destination – will my travel insurance still cover me if I decide to go?

    If the FCDO is advising against ‘all but essential’ travel to your destination, but you decide to travel anyway, your travel insurance won’t cover you.

    The FCDO has set out a list of countries that are exempt from its global advisory against ‘all but essential travel’. Because this list is subject to change, you should visit the FCDO’s website for the most up to date and accurate information for the destination you’re travelling to.

    If the FCDO is advising against ‘all but essential’ travel to your destination, your travel insurance will cover any trip cancellation costs where you’re unable to get compensation from your travel provider, provided you booked your trip prior to the FCDO advice or the WHO declaration on 11 March 2020 (and your Signature or Private Current Account was also opened on or before 11 March 2020).

    I’m travelling to a destination where the travel restrictions have been lifted by the FCDO, but I no longer want to travel and would like to cancel my trip – will my travel insurance cover me?

    Unfortunately, your travel insurance won’t cover you if you change your mind and decide you no longer want to travel.

    I have a holiday booked, which is going ahead. However, I’m not able to self-isolate in quarantine, if required, when I return to the UK. Can I cancel my trip?

    If the FCDO are allowing travel to your destination, but a UK quarantine requirement is in place, your insurance won’t cover cancellation of your trip if you’re not able to comply with quarantine measures. This is because it’ll be considered as ‘disinclination to travel’ which isn’t covered under your policy terms and conditions.

    If the FCDO is advising against ‘all but essential’ travel to your destination, your travel insurance will cover any trip cancellation costs where you’re unable to get compensation from your travel provider provided you booked your trip prior to the FCDO advice or WHO declaration on 11 March 2020 (and your Signature or Private Current Account was also opened on or before 11 March 2020).

    Please visit the FCDO’s website for the most up to date and accurate information for the destination you’re travelling to.

    I need to make a cancellation claim on my travel insurance – what information will I need to provide?

    If you believe you’re covered and you cancel your trip, you can make a claim on your travel insurance.

    Where eligible, AIG will cover non-refundable costs incurred providing that you haven’t been able to change your booking or get compensation from your tour operator, accommodation provider, airline, travel agent, or other provider.
    If you paid for any part of your trip with your credit or debit card, you should also check with your provider to see if you are entitled to a refund.

    When submitting a claim, AIG will ask for:

    • Your original booking, and which parts of it are non-refundable
    • Cancellation invoices for all parts of your holiday i.e. flights, accommodation, car hire, etc.
    • Correspondence and medical records from your doctor or medical practitioner.

    It’s important to remember that each claim will be considered based on the individual facts and circumstances surrounding the events.

    Am I covered if I contract coronavirus?

    If you booked your trip on or before 11 March 2020 (and also opened your Signature or Private Current Account on or before 11 March 2020):

    Trips cancelled or cut short as a result of a serious illness, including coronavirus (COVID-19), are covered. This includes the serious illness of a person you have booked to travel with or a friend living abroad who you had planned to stay with.

    Your policy also provides cover for emergency medical expenses for insured travellers who become seriously ill, including with coronavirus, while on a trip. Cover is also provided for the reasonable and necessary additional travel expenses incurred as a result of becoming ill.

    To make a claim, get in touch with your travel provider (tour operator, accommodation provider, airline, or travel agent) first to get a refund, as travel insurance only covers non-refundable costs. If you paid for any part of your trip with your credit or debit card, you could also check with your provider to see if you are entitled to a refund.

    Each claim will be considered based on its individual facts and circumstances surrounding the events. To assess a claim, AIG will require supporting documentation, including correspondence and medical records from your doctor or medical practitioner.

    If you booked your trip or opened your Signature or Private Current Account after 11 March 2020:

    Insured travellers who become ill with coronavirus (COVID-19) during their trip will be covered for emergency medical expenses (subject to policy terms and conditions). This includes cover for the reasonable and necessary additional travel expenses to return to the UK

    If you have been diagnosed with coronavirus (COVID-19) and need to cancel or cut your trip short, you will be covered, provided you did not know you had the illness or were not in the process of being tested for the illness at the time of booking your trip.

    Your cancellation claim will not be covered if you’re cancelling because the FCDO is advising against ‘all but essential travel’ to your destination. In this instance you should contact your travel provider – they may be able to change your booking or arrange a refund. If you paid for any part of your trip with your credit or debit card, you could also check with your card provider to see if you’re entitled to a refund.

    I’ve been advised by the Government to shield due to my pre-existing medical conditions, am I covered if I need to cancel?

    If you booked your trip on or before 11 March 2020 (and also opened your Signature or Private Current Account on or before 11 March 2020):

    Please contact AIG who will review and consider your claim. Each claim will be considered based on its individual facts and circumstances surrounding the events. To assess a claim, AIG will require supporting documentation, including correspondence and medical records from your doctor or medical practitioner.

    My flight provider has cancelled my flight/rearranged my flight and I am no longer able to travel; can I claim for my expenses?

    Your policy does not cover any claim arising from a tour operator or airline being unable or unwilling to fulfil any part of their obligation to you. In this instance, please contact your travel provider – they may be able to change your booking or arrange a voucher or a refund.

    My trip is going ahead but I am being asked to quarantine upon my return. I am unable to do so because of my job, can I cancel?

    Being subject to quarantine in the UK or at your trip destination is not listed as a covered reason for trip cancellation and therefore is not covered by your policy.

    I am on a trip but the FCDO has advised that I should return to the UK, am I covered?

    Your policy does not cover the expenses incurred with cutting your trip short as a result of the FCDO either issuing advice against all but essential travel to your destination or advising British people to return to the UK.

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