Frequently asked questions
Coronavirus support for travel insurance customers
Coronavirus and your travel insurance
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.
Here, you’ll find all the information and guidance you’ll need when it comes to coronavirus and your travel insurance. If you still can’t find the answers you’re looking for, check out our Frequently Asked Questions or get in touch.
And remember, before you book a trip or travel, check the latest Foreign, Commonwealth & Development Office (FCDO) guidance. If the FCDO is advising against all but essential travel to your destination, your travel insurance won’t cover you.
Here’s what you’re covered for
Here’s a summary of what you are and aren’t covered for when it comes to coronavirus. For all the detail, please read your policy wording.
- You’re covered for cancelling your trip or cutting your trip short if you fall ill with coronavirus (as long as you didn’t know you had, or were not in the process of being tested for, the illness at the time of booking your trip).
- You’re covered for emergency medical expenses if you fall ill with coronavirus while you’re away (subject to policy terms and conditions). This includes cover for reasonable and necessary additional travel expenses to return home to the UK – for you, your partner and up to four dependent children if they’re travelling with you.
What you’re not covered for…
- You won’t be covered if you’re cancelling your trip because the FCDO is advising against ‘all but essential travel’ to your destination. But you still have options. Speak to your travel provider (tour operator, accommodation provider, airline, or travel agent) for a refund. If you paid for any part of your trip with your credit or debit card, check with your card provider to see if you’re entitled to a refund.
- You won’t be covered for claims due to travel restrictions or quarantines as a result of the coronavirus pandemic.
- You won’t be covered if you change your mind and decide not travel.
Need to make a claim?
To make sure things go as smoothly as possible, make sure you have all the right documentation to hand before getting in touch with AIG.
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 (flights, accommodation, car hire, etc.)
- Correspondence and medical records from your doctor or medical practitioner
- Evidence of a positive COVID-19 test result (where you are making a claim due to contracting coronavirus)
Remember, travel insurance only covers you for non-refundable costs. Therefore, you should contact your travel provider (tour operator, accommodation provider, airline, or travel agent) in the first instance for a refund. 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’re entitled to a refund.
Get in touch to make a claim:
For Yorkshire Bank Travel Insurance
- Call - 0345 605 0057 (Monday to Friday, 9am-5pm)
- Email - yorkshirebanktravelclaims@aig.com
For Yorkshire Bank Private Current Account Travel Insurance
- Call - 0330 123 3129 (Monday to Friday, 9am-5pm)
- Email - yorkshirebanktravelclaims@aig.com
To speak to AIG’s customer service team, email yorkshirebanktravel@aig.com. If you have a Yorkshire Travel Insurance policy, call 0345 605 0057. If you have travel insurance with your Yorkshire Bank Private Current Account, call 0330 123 3129.
For 24/7 Medical Assistance call +44 (0)1273 401090 or email uk.assistance@aig.com.
AIG will consider each claim based on the individual facts and circumstances surrounding the events.
Concerned you have coronavirus?
As part of your travel insurance cover, you have access to the Virtual Medical Care service, which can provide you, your partner or dependent children with unlimited, 24/7 access to a GP who can give information and advice.
You can access the Virtual Medical Care service by phoning 0203 499 0658, downloading the Virtual Medical Care App or visiting the website at virtualmedicalcare.co.uk. You will need to use your sort code as your reference/policy number.
Remember, it's important to follow Government and NHS guidance if you think you might have coronavirus.
Frequently asked questions
My trip has been cancelled by my travel provider – can I make a claim?
Travel insurance only covers non-refundable costs.
However, your travel provider (tour operator, accommodation provider, airline, or travel agent) should provide you with a refund if they cancelled your trip. 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.
I moved my holiday from 2020 to 2021, as I was unable to travel – if my holiday is cancelled again, can I make a claim?
Yes – however, travel insurance only covers you for non-refundable costs. Therefore, you should contact your travel provider (tour operator, accommodation provider, airline, or travel agent) in the first instance for a refund. 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’re entitled to a refund.
I’ll need to quarantine in a hotel when I return to the UK. Will I be covered if I want to cancel my trip?
No – you’ll not be covered for cancellation of your trip (or for any costs incurred by having to quarantine in a hotel when returning to the UK). This is because the requirement to quarantine is not covered under your policy terms and conditions
The FCDO is advising against ‘all but essential travel’ to my destination – am I covered if I decide to go?
No, you won’t be covered and can’t make a claim if you decide to travel to a destination against FCDO advice. This applies even if the FCDO guidance wasn’t in place when booked your trip, but is in place by the time you’re due to travel.
I no longer want to travel and would like to cancel my trip – am I covered?
Sorry, your travel insurance won’t cover you for cancellation if you change your mind and decide you no longer want to travel. This is because ‘disinclination to travel’ isn’t covered under your policy terms and conditions.
I’ve been advised by the Government to shield due to pre-existing medical conditions – am I covered if I need to cancel my trip?
Please contact AIG – they will review and consider your individual circumstances and will let you know if you can make a claim.
I have a holiday booked, which is going ahead. But I’m not able to self-isolate when I return to the UK. Can I cancel my trip?
No – you’ll not be covered for cancellation of your trip if you’re not able to comply with quarantine or self-isolation measures. This is because it’ll be considered as ‘disinclination to travel’, which isn’t covered under your policy terms and conditions.
If I contract coronavirus while travelling, am I covered?
Yes – you can claim for emergency medical expenses if you become seriously ill with COVID-19. You can also claim for reasonable and necessary travel expenses incurred as a result of becoming ill.
A family member travelling on our booked trip has coronavirus and I’m no longer able to travel, am I covered?
Yes – if someone tests positive for coronavirus you can make a claim for you, your partner living with you and up to four dependants. Your partner must be under the age of 75 and your dependants must be under the age of 18 and either living with you or in full-time education.
I need to self-isolate and can’t travel – am I covered for cancellation, even if I don’t have coronavirus?
No – if you or a member of your family needs to self-isolate, you won’t be covered for cancellation of your trip. This is because quarantine and any requirement to self-isolate is not covered under your policy terms and conditions.
Am I covered if I contract coronavirus in the UK before I travel?
Yes – trips cancelled or cut short as a result of you testing positive coronavirus 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
You can find impartial information and guidance on money matters on the “Money advice service” website.
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