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

ERGO FAQs

We have taken time to summarise a series of frequently asked questions, those most commonly asked by our customers.

If we have not succeeded in answering your question, please feel free to contact us.

Please bear in mind that we will only be able to respond to you within working hours, these are Monday to Friday 9:00am to 5:00pm.

 

Covid 19, 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’ve made a claim, what happens next?

Once we receive your claim we will pass it to the necessary team for processing. A claim handler will assess the nature of your claim and ensure that they have the necessary documentation to process a settlement. If the nature of your claim is not covered or is not within the conditions of your policy your claim will be rejected and passed back to our administration team. They will endeavour to contact you to discuss your options. If we don’t receive the necessary documentation to support your claim it will be passed back to our administration team who will get in touch to support you with your claim.

How long does the claims process take?

We will endeavour to get in touch will all claimants within 21 days of receipt of their claim. Due to COVID-19 we have extended our response time from 10 to 21 days.

I’ve made a claim but not heard anything, what should I do?

Unfortunately we are unable to offer a receipt of your claim. We will endeavour to get in touch will all claimants within 21 days of receipt of their claim with a settlement, request for further information or rejection of their claim. Due to COVID-19 we have extended our response time from 10 to 21 days. If you do not hear from us immediately after you have sent your claim do not worry, it can take time to assess the nature of your claim, and endeavour to cover any losses you may have incurred.

I have booked a trip with Shearings (Specialist Leisure Group Limited and certain subsidiaries) what should I do now?

We are aware of the recent announcement concerning Shearings going into administration.

If you are enquiring about any booking made with Shearings or any member of the Specialist Leisure Group please be aware that the travel package regulations will ensure your trip is fully protected. Please visit Shearings.com where guidance and assistance is provided on how to get a refund.

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

A payment for my summer holiday is due this week. Should I pay?

You should contact your Tour Operator or Travel agent to check 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).

It is very important that you do check and get clarity from the Airline or Tour Operator as if your trip is cancelled you should expect a full refund of the whole cost of the trip once you have paid the full amount. It may sound counter-intuitive to pay out more money to guarantee either a holiday or your money back, but that is the way some operators' policies work.

Deciding not to pay the balance and not getting clarity from your Airline or Tour Operator could mean that you lose the deposit or even if the trip is subsequently cancelled, you may not get the money back.

Disinclination to travel is not covered under the travel insurance policy.

 

 

General travel information

Where Can I See ERGO Defaqto Ratings?

All Defato ratings for travel insurance products are listed on the Defaqto Insurance Brokers page on their website.

You can search for ERV, or any insurance provider, on this page to see a list of the products which Defaqto have rated.

Please note that most ERGO products sold directly through erv.co.uk are not on the Defaqto list, as these ratings mostly cover our products sold on some aggregator websites

Where Can I Get Seasonnaire Travel Insurance?

ERGO have been working with one of the UK’s most popular seasonnaire job sites, Natives.co.uk for a number of years now.

If you are a seasonnaire looking to work away for the season, Natives can provide you with the chance to bag your dream job as well as provide you with a specialist travel insurance policy that has been designed just for seasonal workers like you.

Just go to the Natives Insurance page for more information.

Travelling To Tunisia

Information on travelling to Tunisia – 10th July, until further notice

Due to the announcement that the Foreign and Commonwealth Office (FCO) now advise against all but essential travel to Tunisia, until further notice ERGO will not be providing cover for trips to this country.

Please see the FCO Tunisia Travel Advice page for the latest updates.

    • “If you’re in Tunisia and you don’t have an essential need to remain you should leave by commercial means. Tour operators are arranging additional flights and will be organising departures for their customers. If you’re travelling with a tour operator, you should contact your tour operator’s representative in the first instance.

If you’re travelling independently, you should make your own arrangements to leave. Commercial airlines are operating. If you need consular assistance (above and beyond travel information) you should contact the British Embassy in Tunis.” www.gov.uk/foreign-travel-advice/tunisia

Any further updates will be posted here should the situation change.

Travelling To Greece

Information on travelling to Greece before 31st August

Any insured person travelling to Greece, or the Greek Islands having departed the UK on or before the 31st August for a trip no longer than two weeks in duration, will automatically receive an extension to the Personal effects / Possessions section of the policy, where the limit for cash covered will be raised to double the amount shown in the ‘your policy’ wording for the level of cover that you have purchased.

If you are travelling to Greece outside of these dates then the limit for cash covered by this policy will be as per the limits published in your policy wording.

Please check back for further updates.

Single or Annual cover for long term travel insurance?

If you are planning to travel long term, it’s often best to purchase a Single Trip policy which will cover you for the full length of your trip. Annual policies only cover you for multiple trips of up to 31 days per trip, so if you want to make a single trip for a longer duration you’ll need a single trip policy for that period.

Our page on Long Stay Travel Insurance explains more about taking longer trips, or you can see our Single Trip or Annual Multi Trip Leisure pages for more information.

Cancel A Policy – Meerkat Movies Offer

If you've bought a travel insurance policy from Compare The Market and have taken up the offer of 2 for 1 cinema tickets through 'Meerkat Movies' please note that cancelling your travel insurance policy may invalidate your Meerkat Movies membership.

The screenshot below comes from the Meerkat Movies FAQ page:

Cancel policy - Meerkat Movies

Please read the following pages before cancelling your policy:

Compare The Market - Meerkat Movies Terms & Conditions

Compare The Market - Meerkat Movies FAQ Page

How do I retrieve a quote?

If you’ve saved a quote and are looking to retrieve it, just go to our Retrieve A Quote page and enter you email address and quote number.

You can also retrieve policy documents using our ERGO Assistant tool as well.

What countries are covered?

To find out which countries are covered by an ERGO policy, please see the What Countries Are Covered page for details of the destinations covered.

How do I cancel my policy?

To cancel your policy, please contact the customer services team on 01403 788 510. Make sure you have your policy number at hand. Please be aware that our policies carry a 14 day cooling off period.

Do I need to take my policy documents with me when travelling?

Yes, your policy documents should contain all the information you need about your insurance. If the unfortunate occurs, this will be your main point of reference.

If you do not have you policy documents with you, you can now use our Retrieve My Policy tool to access them online. You will need your postcode or the email address you used to buy the policy if you do not have your policy number to hand.

Can I buy a policy for someone who is not in the UK?

Unfortunately we can only provide travel insurance products for residents of the UK. As ERGO UK is a branch of an international team, you may want to visit www.erv.com where there are details of local country websites. Select the country of residence for the policyholder and follow the online instructions.

How do I buy a policy?

Our quote process is simple and easy to use, we only ask relevant questions about your trip and your health. To start your quote, click on the “Get a quote” button.

Take time to think about your trip, frequency of travel and destination. If you are a frequent traveller our Annual Multi Trip policy may be ideal?

Where can I find out what I’m covered for?

General product information can be found within in the policy wordings. If you have chosen additional options to your policy, please refer to the policy schedule. The policy schedule will be emailed once you have purchased your policy. The policy wordings can be found under the policy information section (link to policy information section).

Where can I find travel information on the country I am visiting?

Useful information can be found on the Foreign and Commonwealth Office website www.fco.org.uk, this provides up to date essential travel information.

 

 

Medical questions answered

Automatically Accepted Minor Conditions

There are a number of automatically accepted minor conditions on our pre-existing medical travel insurance policies.

There are some conditions and limitations to the inclusion of these conditions, or the number of these conditions that any individual traveller can have, and you can find the full details of these on the Automatically Accepted Minor Conditions list.

Automatically Accepted Minor Conditions list

Travelling With Asthma

If you are thinking about travelling with Asthma, it can be a worrying thought leaving the comfort and safety of home. However, this should not prevent you from taking that dream holiday.

Information on travelling with asthma

Below there are a number of informative articles that we suggest reading, in an attempt to make your trip and travelling with asthma, go as smoothly as possible.

-NHS Choices - http://www.nhs.uk/Livewell/travelhealth/Pages/travelling-with-asthma.aspx

-NHS Fit For Travel - http://www.fitfortravel.nhs.uk/advice/general-travel-health-advice/asthma.aspx

-Asthma UK - http://www.asthma.org.uk/knowledge-holidays

-Asthma UK - http://www.asthma.org.uk/knowledge-bank-living-with-asthma-air-travel

-Kids Health - http://kidshealth.org/parent/medical/asthma/travel_asthma.html

Asthma is well known by many travel and insurance companies and performing research before you go travelling with asthma can make a real difference.

If you have any questions regarding travel insurance and asthma, please contact us for more information

Travelling With Chickenpox

If you or your child have Chickenpox, we recommend that you read these useful information pages provided by NHS Choices:

Chickenpox – IntroductionChickenpox – Prevention

These pages contain information about the infection (also known as varicella) and some of the available treatments.

You should note that Chickenpox is infectious and spreads easily and quickly. Of particular note is the fact that you may not be allowed on board an airline if you have chicken pox, so you should also inform us if you do have it in case a flight needs to be cancelled or delayed.

Travelling on a plane

If you or your child have chickenpox, you may not be allowed to fly until six days after the last spot has appeared.

You and your child should be safe to fly once you’re past the infectious stage and all of the blisters have crusted over. However, it’s best to check the policy of your airline first. Inform the airline as soon as chickenpox is diagnosed.

It is also important to let your travel insurer know if you or your child has chickenpox. You need to make sure that you’ll be covered if you have to delay or cancel your holiday, or if you need to extend your stay until your child is well enough to fly home.

What does your policy cover if you are pregnant?

Details relating to cover during pregnancy can be found in the policy wordings of our products. You can find these documents on our Policy Information page, and can find the information on the following pages:

Leisure (pages 16, 21 & 22)
Backpacker (pages 17,21 & 22)
Cycle (pages 17,22 & 23)
Winter Sports (pages 16,21 & 22)
Screen & Go (pages 20,24 & 25)
Go – last minute (pages 15 & 20)

I have a pre existing medical condition; will I still be able to buy cover?

We may be able to provide you with cover. This depends on the type of condition(s) you have.

When you select “Get a quote” you will be asked a set of questions about your general health. Your answers may trigger our online medical screening service. If you have more than one person on your policy, you will see an option to screen each individual. Select “Screen” next to the relevant person and a new window will appear. Type the word of your condition and search; you will then be able to select the condition from the condition list. Once you have selected the condition, a series of questions will be presented to you asking specific information. Once you have finished, the window will close and an additional premium may be shown. If you have more than one condition, simply add another.

Our medical screening service is provided by our preferred partner Healix (www.healix.co.uk). Your answers to the questions provide is scored by Healix. If your score is above our set levels, unfortunately we will not be able to provide cover.

What should I do if I or anyone else covered under my policy falls ill abroad?

It can be a daunting experience if you or a family member is taken ill overseas; you simply need to contact the ERGO Medical Assistance service. We are available 24 hours a day, 7 days a week. The contact number is contained within your policy wordings.

 

 

About your policy

When Will Your Safety On Snow Card Arrive?

Showing your Safety on Snow Card (or SOS Card) is a quick and easy way of confirming your travel insurance details to rescue, transport or medical service providers should you need to.

Each card is sent individually when you purchase a Winter Sports policy, so please allow up to 7 working days for delivery after you purchase your insurance.

We also recommend that you take with you an EHIC card and keep this together with your Safety on Snow Card.

Where can I find out what I’m covered for?

General product information can be found in the policy wordings. If you have chosen additional options to your policy, please refer to the policy schedule. The policy schedule will be emailed to you once you have purchased your policy. The policy wordings can be found under the policy information section (link to policy information section).

I have not received my policy documents what should I do?

Your policy documents will be sent to you by email when you have purchased your policy. Please check your spam folder or junk mail folder just in case.

If you need this resent to you, don’t worry, simply drop us an email with your surname, postcode and telephone number and we will resend your documents to you. As we have to verify your policy by hand, please be aware we can only do this within normal office hours: Monday to Friday 9:00am to 5:00pm.

UPDATE: You can also now use our Retrieve Policy tool online to access your policy documents!

Do I need to take my policy documents with me when travelling?

Yes, your policy documents should contain all the information you need about your insurance. If the unfortunate occurs, this will be your main point of reference.

If you do not have you policy documents with you, you can now use our Retrieve My Policy tool to access them online. You will need your postcode or the email address you used to buy the policy if you do not have your policy number to hand.

 

 

About your claim

Claim Forms For Baggage Claims

If you need to make a claim for delayed baggage or have to make a lost baggage claim, you will need to use one of the downloadable claim forms found on our Claims section.

Download the ERGO PERSONAL EFFECTS CLAIM FORM from that page and provide as much information as you can, including information relating to any report of the incident to the airline. Where possible, all baggage claims should be notified to the airline you are flying with at the point of the bags going missing or becoming damaged or delayed.

What if I remain dissatisfied with the decision after an appeal?

If you remain dissatisfied then you may write to the Financial Ombudsman Service to lodge a formal complaint. The Financial Ombudsman are an independent service and their decision is final and binding on the Insurance Company. This process does not affect your legal rights. You cannot lodge a complaint with the Financial Ombudsman Service until you have followed the claims complaints procedure in full and received a final decision from the Insurance Company.

Where do I write to?

Please ensure that all documentation includes your claim reference number and is sent to the relevant and correct address that is supplied on your appropriate claim form.

If you require the claims forms please click here. Or alternatively, if your require further assistance please visit our contact us page and do not hesitate to get in touch.

I’m not satisfied with the settlement; what should I do next?

We suggest that you first refer to your policy as limits, exclusions, depreciation or excesses may apply. The settlement letter will outline what has been settled and this may provide further information. If you remain dissatisfied with the settlement you should contact our travel claims team at travelclaims@travel-insurance.com. Alternatively you can write to us at the address below – please mark “Appeal” on the envelope. The claim will be reviewed and you will then be advised of your further options.

How will the claim be paid?

Payments will be made by cheque in pounds sterling (£GBP).

Where can I get my insurance certificate/booking invoice from?

If you are not already in possession of these documents you can request them directly from the travel agent where you booked your trip. If you purchased your insurance with an alternative provider you will need to contact them directly.

I do not have all the documents you require; can I proceed with my claim?

You can still submit your claim with an accompanying letter explaining the reasons why you are unable to supply the required documents, but without all relevant documentation we cannot guarantee that the claim can be processed.

Do I need to send original documentation with my claim?

The only original documentation required to support your claim are invoices and receipts. We also suggest that you keep photocopies of every item you send to us. Please note all costs incurred obtaining documentation should be borne by the claimant. This will include any further information such as doctor’s reports that we may need.

In addition to the claim form you will receive, there is an information checklist that explains the documents that are required for different types of claim.

How long will it take for me to receive a response to my claim?

We are committed to providing a quality of service – you should expect to receive a response from us within 10 working days. We will settle your claim, ask for more information or if not within the terms and conditions of your policy, repudiate your claim with reasons why the claim is not valid. To avoid delays, please ensure that you provide us with all the relevant documentation required to process your claim.

What is my claim reference number?

When you make a claim you will be allocated a claims reference number. It is important that you take note of this number and keep it safe as we will require this in all communications regarding your claim.

 

 

 

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