Coronavirus and your travel insurance cover
This guide will help you to understand what's covered by your FlexAccount or FlexPlus travel insurance. We’re updating this page regularly as Government advice around the coronavirus (COVID-19) pandemic changes.
We’re sorry, but our insurance provider, U K Insurance Limited, is currently experiencing a large number of phone calls about travel insurance.
If you have travel insurance with your Nationwide account, you can use the online travel insurance portal instead if you’re looking to buy upgrades, make and monitor claims, or get confirmation of your cover. To register on the portal, you'll need your current account details. For joint account holders, you'll need to register separately and use the address and personal data on your current account.
What's on this page:
How you’re covered for the coronavirus
We want to make sure your next trip is as hassle-free as possible. So, here you can find out what cover your travel insurance offers if your trip’s disrupted by the coronavirus or another pandemic.
If you have FlexPlus travel insurance, our insurance provider made some changes to your cover on 5 October 2021. You can find the full details of this change here.
Please check the latest Government advice on travelling and the coronavirus before you travel or book a new trip. Your travel insurance will not provide cover if you travel to a country where the Foreign, Commonwealth and Development Office (FCDO) advise against 'all' travel.
You do not need to have a coronavirus vaccine to be insured by your travel insurance.
Let us know what account you have
There are different levels of cover for FlexAccount and FlexPlus travel insurance. Please start by letting us know which account you have.
Coronavirus and cruises around the UK
UK cruise providers now require travel insurance to give higher cover for medical and repatriation costs due to the coronavirus. So, the insurer, U K Insurance Limited, has automatically extended the limit for UK cruises to £10 million. You need to meet all the conditions of carriage for your cruise provider.
Download confirmation of your cover
You can download a confirmation of your cover and the increased limit for cruises on the online portal. For joint account holders, you'll need to register on the portal separately and use the address and personal data on your current account when registering.
Call the insurer for confirmation of your cover
Travel vouchers and credit notes
If your travel provider cancels your trip, they’re often legally required to offer you a refund. But many providers are offering travel vouchers or a credit note instead.
It’s your decision whether to take this. Ask yourself if you’re likely to travel with the company again. And check whether they’re offering a refund credit note that’s legally protected by ATOL certification.
If you’re offered a travel voucher or credit note as a refund for your booking but choose not to take it, your travel insurance will not cover a cash equivalent.
If the voucher or credit note expires, speak to the company that gave you the voucher. See if you can get an extension or a cash refund. If this is denied, and the travel provider isn't legally obliged to offer you a refund or an extension of the voucher, you may be able to claim through your travel insurance.
Claims and refunds for trips
Before making a claim, first speak to your trip provider. A claim cannot be accepted until you’ve tried to recover costs from elsewhere, where possible. Ask your trip provider for a refund, including a credit note or voucher, and try to get evidence of their answer.
If you’re struggling to get a refund from your trip provider and you booked your trip with your Nationwide debit or credit card, please raise a card dispute using our online dispute forms. We may be able to offer you a refund. If you used a card from another building society or a bank, you should contact them.
If you cannot get a refund from your trip provider or your card provider, please contact the insurer, U K Insurance Limited, using the following contact details.
Make a claim online
You can make and check on outstanding claims using the online portal. For joint account holders, you'll need to register separately and use the address and personal data on your current account when registering.
Make a claim over the phone
Travel insurance upgrades and medical conditions
Check you have the right upgrades
Before you book or travel, check if you need to purchase or renew an upgrade. You must have the correct upgrades to be covered by your travel insurance.
- View the optional upgrades for FlexAccount travel insurance
- View the optional upgrades for FlexPlus travel insurance
Medical conditions, including COVID-19
You need to let the insurer, U K Insurance Limited, know if you or anyone insured by your policy has any existing medical conditions, and you need to buy an upgrade to cover these. This includes letting them know if you or anyone insured have received treatment, medication or repeat prescriptions for COVID-19 from a doctor in the last 12 months.
You can complete your medical screening online using the portal or over the phone. You can find the details for this at the end of this section.
Refunds for upgrades
We understand that some members have bought upgrades for their FlexAccount or FlexPlus travel insurance, such as cover for those aged 70 or over, and haven’t been able to use these due to the coronavirus travel restrictions.
Usually, travel insurance upgrades can only be refunded if you cancel within 14 days. But as we want to deliver a fair outcome for our members, you may still be able to get a refund.
To get a pro rata refund of your travel insurance upgrade, you need to have not:
- made a claim
- used the upgrade, or
- booked a future trip that might require use of the upgrade.
If any of these apply to you, please call the insurer, U K Insurance Limited. They’ll discuss whether your upgrade can be refunded.
Purchase upgrades or complete your medical screening online
For joint account holders, you'll need to register separately and use the address and personal data on your current account when registering.
Please note, you cannot get a refund for an upgrade through the online portal.
Get a refund for an upgrade or complete your medical screening over the phone
Your travel insurance policy documents
Your policy is made up of your policy document, Summary of Changes document and Insurance Product Information Document (IPID) for your account.
Who provides the cover
FlexPlus Worldwide Travel Insurance and FlexAccount European Travel Insurance are provided by U K Insurance Limited, Registered Office: The Wharf, Neville Street, Leeds LS1 4AZ. Registered in England and Wales No:1179980. U K Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.