COVID-19 (Coronavirus) - How the outbreak affects your
single-trip or backpacker policy

These questions relate only to the Allianz Assistance branded single trip and backpacker policies available on this website. If you have an annual multi-trip policy with us please check the FAQ page here. For information on other policies underwritten by AWP P&C SA and administered by Allianz Assistance or sold through our partners please refer to your policy wording for the customer service contact details.

The advice below was last updated on Monday 4^th May 2020. To the best of our knowledge this information is correct at the time of writing.

Please also note that at the time of writing, for non-Coronavirus related claims, the standard terms of our travel insurance policies apply.

On 11^th March 2020, the World Health Organisation (WHO) declared that COVID-19 is a pandemic. As a result, the general exclusion for claims arising from or relating to any epidemic or pandemic on our travel insurance policies is now enforced. Cover may vary depending on your date of purchase; please refer to the relevant FAQ below.

On 23rd March 2020, the Foreign & Commonwealth Office (FCO) strongly advised all British travellers currently abroad to return to the UK as soon as possible. If you are abroad for non-essential reasons you should make every effort to return home immediately and be advised that not doing so may invalidate your travel insurance policy.

On 5^th April 2020, the Foreign & Commonwealth Office (FCO) advised against all but essential travel outside of the UK until further notice. Please ensure you keep up to date with all government advice, as your travel insurance policy will not cover you if you travel against the advice.

You should also monitor official updates regarding the Coronavirus at the following sources:

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

World Health Organisation (WHO): https://www.who.int/emergencies/diseases/novel-coronavirus-2019

For tips and advice on minimising your risk of catching Coronavirus, please refer to the NHS guidelines: https://www.nhs.uk/conditions/coronavirus-covid-19/

If you purchased a travel insurance policy with us and travel started before 23:59 on Thursday 12^th March 2020 please read here.

If you purchased a travel insurance policy with us and are due to travel after 23:59 on Thursday 12^th March 2020 please read here.

Travel started before 23:59pm on Thursday 12^th March 2020

1. I am already on my trip, am I covered?

If your travel started before 23:59 on Thursday 12^th March 2020 we want to make sure that you have peace of mind in light of the WHO declaring that Coronavirus is a pandemic. We will not be enforcing the epidemic and pandemic exclusion and you will be covered as per the usual terms of your travel insurance policy. This would include you not having travelled against FCO advice at the time of departure and continuing to follow all FCO advice. Should you need to make a claim, please contact us directly to discuss your options.

If you are still abroad and your travel is non-essential, you should be making every effort to return to the UK in light of the current FCO advice. Please contact your airline or travel provider to arrange your return travel as soon as possible. If you are unable to arrange travel to the UK please contact the FCO or local embassy or consulate for advice. Staying abroad for non-essential reasons is considered to be going against FCO advice and as such you will not be covered under your travel insurance policy.

2. What happens if I contract Coronavirus whilst I am away?

Should you contract Coronavirus during travel, follow any advice given by the local authorities and contact your travel provider to notify them as soon as possible. If you are suffering with Coronavirus abroad, please contact our 24-hour emergency medical assistance line for advice. Provided that the FCO was not advising against all or all non-essential travel at the time of departure and you are continuing to follow all FCO advice, you may be able to claim under the medical expenses section of your travel insurance policy for expenses incurred from receiving medical treatment. Please note that all claims relating to the Coronavirus will be handled on a case by case basis. If you are unable to return as per the current FCO advice as a result of your medical circumstances and you need to extend your policy, please contact our customer services team to discuss your options.

3. What should I do if my airline cancels my return flight?

If your airline cancels your flight as a result of the Coronavirus outbreak, you should contact the airline or travel provider you booked with to discuss alternative travel options or to request reimbursement. If your trip was booked as a package holiday, you should contact your tour operator to arrange alternative travel. Many travel providers will enable customers to cancel or alter their booking free of charge. Costs over £100 that are not recoverable from your airline and/or travel provider may be recoverable from your credit card company if your credit card was used to make the purchase. You may also have buyer protection if payments were made through PayPal. Your travel insurance policy will not cover financial losses for cancelled flights if you are not reimbursed by the airline or travel provider. If your trip needs to be extended as a result of flight cancellation, please contact us to discuss your options in relation to extending your cover. If you are unable to arrange an alternate return flight, please contact the FCO or local embassy or consulate for advice.

4. The FCO has advised all British travellers to return home, what should I do?

Contact your airline and/or travel provider to discuss your options for amending your return travel. If you are unable to arrange an earlier return flight, please contact the FCO or local embassy or consulate for advice.

5. I have already returned from my trip but contracted Coronavirus whilst away and incurred medical treatment costs. Can I claim now?

As long as your travel started on or before 12^th March and the FCO wasn’t advising against all or all non-essential travel to your destination when you departed, you may be able to claim for your medical expenses under your travel insurance policy. Please note that all claims relating to the Coronavirus will be handled on a case by case basis and you should get in touch with us directly to discuss your claim.

6. What happens if I am in a destination that has known cases, should I self-isolate when I return?

Please follow the government advice on self-isolating when returning from destinations with outbreaks. If you have travelled to a destination against FCO advice, you will not be covered under your travel insurance policy.

7. What is the travel insurance industry overall doing to help customers who are stuck abroad?

Allianz Assistance UK, alongside many other key travel insurance providers in the UK, is supporting and aligning with the Association of British Insurers (ABI) on the below statement:

“ABI members are committed to supporting their customers who are stuck abroad at this difficult time.

Most travel insurance policies already automatically extend so that people can continue to be covered against the risk of emergency medical treatment when they are stuck abroad due to ongoing travel restrictions.

Sometimes these extensions have a limit of up to 30 days, however, given the exceptional circumstances leading ABI members will look to extend this protection to cover the risk of emergency medical treatment for up to a minimum of 60 days, provided customers are making every effort to return home.

We welcome the Government’s announcement to assist with repatriation given the challenges that many people stuck abroad are facing.”

If you are stuck abroad at the moment and need emergency medical treatment, our emergency medical assistance phone line is open 24 hours a day, 7 days a week on +44 20 8686 1666.

Travel started after 23:59pm on Thursday 12^th March 2020

1. The FCO has advised against all non-essential worldwide travel but I have a trip booked, what should I do?

You should contact the airline and/or travel provider to discuss your options for amending or cancelling your trip. Many travel providers are enabling customers to cancel or alter their booking free of charge. Costs over £100 that are not recoverable from your airline and/or travel provider may be recoverable from your credit card company if your credit card was used to make the purchase. You may also have buyer protection if payments were made through PayPal. Your travel insurance policy will not cover financial losses for cancelled flights if you are not reimbursed by the airline or travel provider.

If you are able to alter your booking with your airline or travel provider, you may be able to amend your single trip or backpacker travel insurance policy with us to an alternative destination or change your dates of travel. Please note that if the changes to the policy are significantly different you may be required to pay an additional premium. If you are no longer travelling and do not need to make a claim under your single trip or backpacker travel insurance policy, please contact us to discuss your options for cancelling or refunding your policy.

Please be aware that if you travel against this advice you will not be covered under your travel insurance policy, so please monitor the situation carefully before making any decision to travel. It is also worth noting that certain countries may still be subject to FCO advice against all or all non-essential travel, even once the current advice changes. If you have a trip booked and are concerned that changes in FCO advice may affect your travel plans, contact your airline and/or travel provider directly to discuss options for amending your travel. If you make changes to the dates, destination or other aspects of your trip, you can contact us to discuss your options to amend your travel insurance.

2. I’ve had to cancel my upcoming trip due to Coronavirus, can I cancel my insurance too?

As long as you have not and will not make a claim under your single trip or backpacker travel insurance policy, you can cancel your policy free of charge. Please get in touch with us to arrange your cancellation and reimbursement.

3. What should I do if my airline cancels my flight?

If your airline cancels your flight as a result of the Coronavirus outbreak, you should contact the airline or travel provider you booked with to discuss the options available to you or to request reimbursement. Many travel providers are enabling customers reimbursement or the option to alter their booking free of charge. Costs over £100 that are not recoverable from your airline or travel provider may be recoverable from your credit card company if your credit card was used to make the purchase. You may also have payment protection if payments were made through PayPal. Your travel insurance policy will not cover financial losses for cancelled flights if you are not reimbursed by the airline or travel provider. If you have booked independent accommodation at your destination, your accommodation costs will not be covered under your travel insurance policy. Please refer to your travel company or accommodation provider to discuss potential reimbursement.

4. I’m going ahead with my travel plans despite the current FCO advice, will I be covered?

If you travel against FCO advice you will not be covered under your travel insurance policy, so please monitor the situation carefully before making any decision to travel. It is also worth noting that certain countries may still be subject to FCO advice against all or all non-essential travel, even once the current advice changes. If you have a trip booked and are concerned that changes in FCO advice may affect your travel plans, please contact your airline and/or travel provider directly to discuss options for amending your travel.

5. What is the travel insurance industry overall doing to help customers who are stuck abroad?

Allianz Assistance UK, alongside many other key travel insurance providers in the UK, is supporting and aligning with the Association of British Insurers (ABI) on the below statement:

“ABI members are committed to supporting their customers who are stuck abroad at this difficult time.

We welcome the Government’s announcement to assist with repatriation given the challenges that many people stuck abroad are facing.”

If you are stuck abroad at the moment and need emergency medical treatment, our emergency medical assistance phone line is open 24 hours a day, 7 days a week on +44 20 8686 1666.