Our hub has been designed especially for you, with a wide variety of hints and tips to help you keep your home and contents safe.
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.
This is important, because if the FCO is advising against all but essential travel to your destination, your travel insurance won’t cover you.
The FCO 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 FCO’s website for the most up to date and accurate information.
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 only be considered for any part of your travel booked on or before 11 March 2020 (subject to policy guidance and FCO guidance). Any part of your trip booked after 11 March won’t be eligible for coronavirus-related claims as coronavirus would no longer be considered ‘unforeseen’.
Still got questions? Please see our list of frequently asked questions below.
It depends on the circumstances under which you’d like to cancel:
If the FCO is advising against ‘all but essential’ travel to your destination, but you decide to travel anyway, your travel insurance won’t cover you.
The FCO 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 FCO’s website for the most up to date and accurate information for the destination you’re travelling to.
If the FCO 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 FCO advice or the WHO declaration on 11 March 2020.
Unfortunately, your travel insurance won’t cover you if you change your mind and decide you no longer want to travel.
If the FCO 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 FCO 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 FCO advice or the WHO declaration on 11 March 2020. Please visit the FCO’s website for the most up to date and accurate information for the destination you’re travelling to.
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:
It’s important to remember that each claim will be considered based on the individual facts and circumstances surrounding the events.
To give you more protection against fraud we’re working to make online shopping safer.
Under new regulations for boosting online security, we might use our mobile app to confirm you’re the one making an online card payment or if we can’t do that, we’ll send you a one-time passcode to your phone.
If we can’t confirm it’s you when you make an online card payment, your transaction will be declined.
We’re making some changes to give you an extra layer of security and double-check that it’s you whenever you’re shopping online.
All you need to do is download the latest version of our mobile banking app. You’ll then be able to authenticate online card payments using the app – you can use your passcode or fingerprint ID to do this. Just make sure you remember your login details and keep them safe.
Make sure we have your latest contact details, get in touch on 0800 028 1712 to tell us your mobile or landline number. Or you can head to your nearest store. If we don’t have your phone number we won’t be able to send you a passcode and your transaction will be declined. Having your phone number will also help us to contact you quickly if we spot anything suspicious on your account.Continue to Internet Banking
You may see a difference to when you’re asked to authenticate a payment via Business Internet Banking and the Mobile App, how you do this will remain the same by using:
For more information visit our online help.
Forgot your business internet banking password, we can help.
Just give us a call on 0800 121 4209
Monday – Friday 8am - 6pm and select Option 2.