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.
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.
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.
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, our insurance provider, 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.
For confirmation of this increased limit, download a copy on the U K Insurance Limited travel insurance portal (opens in a new window). You can also contact U K Insurance Limited on 0800 051 01 54. Lines are open Monday to Friday, 8am to 7pm, and Saturday, 9am to 5pm. Closed Sundays and bank holidays.
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 whether a refund is available, including a credit note or voucher, and you should try to get evidence of their answer.
If you booked your trip using a credit or debit card, speak to your card provider for advice on claiming a refund from them. If you used a credit card, you’ll need to have paid more than £100 for the trip, and the service you paid for must no longer be available. For example, the hotel you’d booked is now closed. Excess payments do not apply to claims made on your credit or debit card.
How to make a claim on your travel insurance
Make a claim online
Make and check on outstanding claims using the online portal. Only claims logged from 22 March 2021 are available on the portal. For claims logged before this date, instructions are on the portal for how to progress these.
To register with and access the portal, you'll need your FlexPlus or FlexAccount current account details. For joint account holders, you'll need to register separately and use the address and personal data on your FlexPlus or FlexAccount current account when registering.
Make a FlexPlus travel claim over the phone
Make a FlexAccount travel claim over the phone
Travel insurance 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 upgrades and long COVID
You need to let the insurer, U K Insurance Limited, know about any medical conditions you have and buy an upgrade to cover these. This includes letting them know if you’ve suffered from, received treatment for or got advice for long COVID in the 12 months before booking a trip or opening an account (whichever is later).
You can find the number for calling our insurer 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 contact our insurance provider. They’ll discuss whether your upgrade can be refunded.
Discuss an upgrade
Over the phone
If you hold a FlexAccount or FlexPlus travel insurance policy, please call U K Insurance Limited to discuss any upgrades. This includes medical conditions and refunds.
Monday to Friday, 8am to 7pm.
Saturday, 9am to 5pm.
Closed Sundays and bank holidays.
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.