How Coronavirus may affect your policy | Can I claim? Find out more

Coronavirus (COVID-19) outbreak support and FAQs

 

ERGO Travel Insurance Services Ltd has taken the difficult decision to suspend all travel insurance sales temporarily. Our priority during these unprecedented times is to service our existing customers through our contact centres.

We have also made the decision to no longer allow coverage on new sales from 14.03.2020 for the ongoing COVID-19 Pandemic. We understand this will be disappointing for new customers; however, we will be reviewing the situation carefully over the coming days as to whether we can resume our sales. Our policies will include the option for Travel Disruption coverage once trading conditions begin to normalise.

We apologise for any inconvenience this may cause.

We appreciate this is an unsettling time for some so it’s important to stay informed. We will endeavour to offer all of the necessary information you need to plan an essential trip or better understand how Covid 19 may affect your Travel Insurance Policy. We urge customers not to travel unless absolutely necessary, however in the rare cases that it is, below we have provided information on your cover and The World Health Organisation’s recommendations regarding travel.

Our call centre is currently experiencing very high call volumes, we will endeavour to answer all calls as quickly as we can. For this reason many customers will be kept waiting for longer than we want and, in some cases, calls may not be answered at all.

We strongly urge you to review the information below before calling.

 

Am I covered?

If you have a question regarding your policy, the extent of your cover or how to make a claim please read the FAQs section below carefully. We urge our customers to review the FAQs below and refrain from calling our customer service team.

 

I want to make a claim – what do I do?

If you need to make a claim you can get a claim form by clicking here

You can also find a document explaining the evidence you will need to provide so we can assess your claim.

We are currently experiencing a very high level of claims owing to COVID-19 / the Coronavirus and will only process completed claim forms received by post and e-mail.

I want to cancel or change my policy – what do I do?

If you are calling to change or cancel your travel insurance policy, please contact our call centre on 01403 788 513

I want to reschedule or postpone my trip – what do I do?

If you have been given alternative dates to travel by your airline and/or accommodation provider, please contact 01403 788 513 who will be able to assist you by updating your policy and let you know if there are any additional premiums or fees to pay.

My travel is not until a future date – am I still covered?

Depending on how far in the future your date of travel is, there may not be anything to do just yet.

Booked through a Travel Agent or Tour Operator

If you booked with a Travel Agent or Tour Operator, you should contact them first to see if you can make any changes to your trip, or if they are able to offer you a refund.

You can make a claim under the Package Travel Regulations if any travel intermediary booked two or more parts of your holiday together and they are then unable to deliver the full package.

You should not pay any additional payments to your Tour Operator or Travel Agent without confirmation that any additional payment is fully refundable should the trip be cancelled for any reason by the operator (for example the balance of the holiday cost where you have only paid a deposit so far).

Booked flights only or accommodation only

If you booked your travel independently, you should still approach the travel provider (airline, hotel etc) in the first instance to rebook or for a refund.

Booked using my credit card

If you paid for your trip by credit card, you may be able to make a Section 75 claim

Under English Law, if you put something on a Credit card that is worth £100 or more (up to £30,000), your credit card provider is ‘jointly and severally’ liable if something goes wrong with the purchase. This means if you cannot reclaim from the retailer, you can then claim the refund from the credit card provider. 

  • Contact the retailer in the first instance to request a refund – this is usually easier than obtaining a refund from the card provider
  • Call the credit card provider. Tell them you want to make a claim under Section 75 of the Consumer Credit Act and ask for a claim form.

Keep this information for the insurer

If you have tried to reschedule, claim with the provider and claim under your credit card and still have not been able to recover your costs, you must provide evidence of this to your insurer when making your claim.

If you need to make a claim you can get a claim form by clicking here

The FCO is advising against travel to the country I am going to – what should I do?

You might be able to submit a claim for cancellation if the FCO, WHO or other relevant authorities have advised against all or all but essential travel if this is specified as being covered under your cancellation or travel disruption sections of your policy. Please check your policy first before contacting us.

You should contact your Travel Agent, Tour Operator, airline or accommodation or credit card provider for a refund in the first instance.

Booked through a Travel Agent or Tour Operator

If you booked with a Travel Agent or Tour Operator, you should contact them first to see if you can make any changes to your trip, or if they are able to offer you a refund.

You can make a claim under the Package Travel Regulations if any travel intermediary booked two or more parts of your holiday together and they are then unable to deliver the full package.

You should not pay any additional payments to your Tour Operator or Travel Agent without confirmation that any additional payment is fully refundable should the trip be cancelled for any reason by the operator (for example the balance of the holiday cost where you have only paid a deposit so far).

Booked flights only or accommodation only

If you booked your travel independently, you should still approach the travel provider (airline, accommodation provider etc) in the first instance to rebook or for a refund.

If you have alternative dates to travel after contacting your Travel Agent or Tour Operator, airline and/or accommodation provider, please contact our team who will update your policy and charge/refund any monies accordingly.

The country I am going to will not allow me to enter – what should I do?

There is no cover under your policy if you are not allowed entry to a country which has:

  • closed its borders; or
  • placed restrictions on entry to its country to nationals from certain countries; or
  • placed restrictions to nationals who have travelled to countries affected by an outbreak of Coronavirus

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.

My GP has advised me not to travel – am I covered?

If your GP has advised you not to travel because test results show you or a family member has contracted Coronavirus if you do not have cover under the policy you may apply for a refund of premium if you decide to cancel your policy during the 14 days cooling off period.  Outside the cooling off period, any refund will be at the Insurer's discretion and may be subject to deductions and administration charges. This does not apply for close relatives or travelling companions.

If your GP has advised you not to travel because you or a family member has been placed in isolation because of Coronavirus you may apply for a refund of your premium if cancelling your policy during the 14 days cooling off period.  Outside the cooling off period, any refund will be at the Insurer's discretion and may be subject to deductions and administration charges. This does not apply for close relatives or travelling companions. Some policies may provide cover if you are quarantined prior to departure, please refer to your policy for details.

If you or a family member are following UK Government advice to self-isolate because of having suspected symptoms of the Coronavirus you may apply for a refund of your premium if cancelling your policy during the 14 days cooling off period.  Outside the cooling off period, any refund will be at the Insurer's discretion and may be subject to deductions and administration charges. This does not apply for close relatives or travelling companions.

What is the difference between Isolation and self-isolation:

  • Isolation is effectively the same as quarantine. It is used for people who are already ill. It is used to keep anyone infected with an illness away from healthy people to prevent the illness form spreading.
  • Self-isolation means to voluntarily cut yourself off from the rest of the world to ensure you have not been exposed to an illness or to protect others from being exposed to an illness. You need to stay at home, not go to work, school or other public places, and avoid public transport or taxis; and you shouldn't have any visitors.
I don’t want to take my trip – am I covered?

Your policy covers you if a number of things happen to stop you from travelling, which are listed in your policy wording.  There is no cover for not wanting to go on holiday because of the fear or risk of contracting Coronavirus.

You may be able to arrange alternative dates to travel by contacting your Travel Agent or Tour Operator, airline and/or accommodation provider. Once this is agreed please contact our team who will update your policy and charge/refund any monies accordingly.

I have not travelled yet and have Coronavirus – am I covered?

You may submit a claim for cancellation if you, a member of your immediate family as defined in the policy or travel companion were diagnosed with coronavirus.

Any claim will be assessed on its own individual merits, in line with the terms and conditions of the insurance contract that you have entered into by purchasing your travel insurance policy.

Please contact your airline, Travel Agent and/or Tour Operator for a refund in the first instance.

 

If you booked with a Travel Agent or Tour Operator, you should contact them first to see if you can make any changes to your trip, or if they are able to offer you a refund.

You can make a claim under the Package Travel Regulations if any travel intermediary booked two or more parts of your holiday together and they are then unable to deliver the full package.

 

If you booked your travel independently, you should still approach the travel provider (airline, accommodation provider etc) in the first instance to rebook or for a refund.

If you have alternative dates to travel after contacting your Travel Agent or Tour Operator, airline and/or accommodation provider, please contact our team who will update your policy and charge/refund any monies accordingly.

The airline has cancelled my flight – what should I do?

If you booked with a Travel Agent or Tour Operator, you should contact them first to see if you can make any changes to your trip, or if they are able to offer you a refund.

You can make a claim under the Package Travel Regulations if any travel intermediary booked two or more parts of your holiday together and they are then unable to deliver the full package.

If you booked your travel independently, you should still approach the travel provider (airline, accommodation provider etc) in the first instance to rebook or for a refund.

If you have alternative dates to travel after contacting your Travel Agent or Tour Operator, airline and/or accommodation provider, please contact our team who will update your policy and charge/refund any monies accordingly.

I am over 70 and want to take my trip – am I covered?

If you are travelling to a country, or by any form of transport the Government or the FCO advises against, you will not be covered. However as soon as the restrictions are lifted our normal policy benefits will resume.

Other useful links

Foreign and Commonwealth Office (FCO): gov.uk/foreign-travel-advice

World Health Organisation (WHO):  who.int/

European Centre for Disease Prevention and Control (ECDC): ecdc.europa.eu/en

National Health Service (NHS): nhs.uk/conditions/coronavirus-covid-19/

UK Government Advice:  gov.uk/government/topical-events/coronavirus-covid-19-uk-government-response

UK Government Advice about Cruise Travel: gov.uk/guidance/cruise-ship-travel

 

The World Health Organisation

Who are they?

The World Health Organization is a specialised agency of the United Nations that is concerned with world public health. It was established on 7 April 1948, and is headquartered in Geneva, Switzerland. The WHO is a member of the United Nations

 

What is the Coronavirus

Coronaviruses (CoV) are a large family of viruses that cause illness ranging from the common cold to more severe diseases such as Middle East Respiratory Syndrome (MERS-CoV) and Severe Acute Respiratory Syndrome (SARS-CoV).

Coronavirus disease (COVID-19) is a new strain that was discovered in 2019 and has not been previously identified in humans.

Coronaviruses are zoonotic, meaning they are transmitted between animals and people.  Detailed investigations found that SARS-CoV was transmitted from civet cats to humans and MERS-CoV from dromedary camels to humans. Several known coronaviruses are circulating in animals that have not yet infected humans.

Find out more from The World Health Organisation’s website

 

Find out more

 

Coronavirus disease (COVID-2019) situation reports

“The WHO COVID-19 Incident Management Team is working closely with partners across all levels to provide support
to countries, strengthen technical and operational networking and collaboration, and support operational
coordination of the global response.”

 

Exert from the World Health Organization situation report, March 17th 2020. These reports are published daily, they offer updates on various world regions, the virus uptake by region and what governmental actions are being taken. These are a great resource for monitoring the spread of the virus. Again, we urge all of our customers to stay informed, use this information to continue to meet the recommendations of the World Health Organization and its partners.

 

View reports page

 

 

Coronavirus disease (COVID-2019) situation dashboard

 

The World Health Organisation has teamed up with experience.arcgis.com to create a situation dashboard. This provides information on the coverage of the virus in various regions across the globe. It’s important to remember that these are approximations, the information provided is an estimate and the number of cases will vary greatly. However, using tools like this will help give insight into the spread of the virus and it’s impact, again re-enforcing the point we should be extra vigilant during these times.

Follow the link below to view the dashboard.

 

View reports dashboard

 

Useful links

Click on the dropdowns below for more links to the World Health Organisation’s recommendations.

 

Protect Yourself

Learn more about the World Health Organisation's advice on basic protective measures against the Coronavirus

Find out more

The World Health Organisation - Questions and Answers

The World Health Organisation is continuously monitoring and responding to this outbreak. This Q&A will be updated as more is known about COVID-19, how it spreads and how it is affecting people worldwide. For more information, check back regularly on The World Health Organisation's coronavirus pages. https://www.who.int/emergencies/diseases/novel-coronavirus-2019

Alternatively, see the Q&A here

 

Find out more

Travel Advice

Stay up to date on the World Health Organisations and the International Civil Aviation Organization recommendations for travel. These include:

Joint ICAO- The World Health Organisation's Statement on COVID-19

Updated The World Health Organisation's recommendations for international traffic in relation to COVID-19 outbreak

Both published in early March 2020. More updates will follow. 

 

Find out more

Myth Busters

Coronavirus disease (COVID-19) advice for the public: Myth busters

COVID-19 virus can be transmitted in areas with hot and humid climates
From the evidence so far, the COVID-19 virus can be transmitted in ALL AREAS, including areas with hot and humid weather. Regardless of climate, adopt protective measures if you live in, or travel to an area reporting COVID-19. The best way to protect yourself against COVID-19 is by frequently cleaning your hands. By doing this you eliminate viruses that may be on your hands and avoid infection that could occur by then touching your eyes, mouth, and nose.

 

Find out more

 

 

 

I was very impressed by the level of service.

They beat the competition by a country mile! Super happy and will most certainly be buying insurance with them again.

ERGO Customer - December 2019