Advice for STA Travel customers

We’ve seen a lot of changes within the travel industry this year, including the news that STA Travel ceased trading on 21^st August. As the travel insurance provider for STA’s customers, we want to offer support wherever we can.

That’s why we’re continuing to provide cover for existing STA travel insurance policyholders up until the policy expires, in line with the original terms and conditions of purchase. This means that if you have an annual multi-trip travel insurance policy with STA, or your trip is still going ahead, you can still travel protected by your travel insurance as planned.

If you’re unsure about whether the changing circumstances will impact your travel plans, we’d recommend getting in touch with STA directly or visiting the Civil Aviation Authority (CAA) and/or the Association of British Travel Agents (ABTA) for more advice. We’ve also put together the FAQ below to help steer you in the right direction. Sadly, we can’t provide a refund on your insurance policy or an update on your travel plans, as they were not arranged with Allianz.

Frequently asked questions

I booked travel arrangements and insurance through STA to travel in the future, how will my plans be affected now they have ceased trading?

Unfortunately we aren’t able to advise on how your plans will be affected by the recent news on STA. If you haven’t already been given an update, we’d advise you to contact STA directly, or to visit the Civil Aviation Authority (CAA) and/or the Association of British Travel Agents (ABTA) for further information and advice on who to contact.
If your plans do go ahead, however, we want to assure you that you’ll still be covered under the original terms and conditions of your STA travel insurance policy until it expires. Please read your policy documents carefully before travel, to make sure you fully understand what you’re covered for.

I’ve booked insurance through STA, but made all my travel arrangements elsewhere. Will my policy still be valid for my trip?

Yes! You’ll still be covered under the original terms and conditions of your policy until it expires. Remember to read your policy documents carefully before you start your journey to make sure you know what you’ll be covered for and get in touch with us if you have any questions or concerns about your cover. Please be advised that all STA travel insurance policies contain a general exclusion against claims arising from a pandemic or epidemic, so Coronavirus-related claims won’t be considered. You also won’t be covered if you travel against the Foreign, Commonwealth & Development Office (FCDO) advice, so remember to check the latest advice for your destination before you go.

If I choose to keep my policy for future trips, will I be covered for Coronavirus-related claims?

No – you’ll be covered as per the original terms and conditions of your policy. All STA travel insurance policies contain a general exclusion against any claim arising from a pandemic or epidemic. This means we won’t consider claims for cancellation, medical expenses abroad, returning home early or any other claims that come about as a result of Coronavirus.

I booked part of my trip and my travel insurance with STA, but booked to go somewhere else with another company during my stay. As this part of my trip is still going ahead, where do I stand with my travel arrangements?

If the travel you booked with STA has been cancelled and you’ve been unable to recover the costs anywhere else, you may be able to claim under your travel insurance policy for the aspects of your trip that were bought with STA, depending on your level of cover*. Your policy won’t cover you for the parts of your journey that were booked with another company, however you may be able to cancel or change these if you contact the company you booked with directly. For further advice, please visit the Civil Aviation Authority (CAA) and/or the Association of British Travel Agents (ABTA).

*Premier and premier plus policies only.

I’m currently partway through the trip I booked with STA Travel. Am I able to use my remaining travel arrangements and insurance I booked with them?

As your travel arrangements were booked with STA, we can’t advise on whether they’ll be affected or not. Please refer to the Civil Aviation Authority (CAA) and/or the Association of British Travel Agents (ABTA) for further help and information. Should you continue with your trip, your cover will stay in place as per the original terms and conditions outlined when you purchased it, until it expires.

I’m stuck abroad, unable to return home using the arrangements I booked with STA Travel. Do I need to extend my STA travel insurance while I try to make alternative arrangements to come home?

If you’re unable to return home as planned, please contact your travel provider to make alternative arrangements as soon as possible. If you’re unable to return home as planned and need to extend your stay, please get in touch with us on +44 208 603 9947 Monday – Friday, 9am – 5pm (UK time). Unfortunately we can’t extend your travel insurance policy as it wasn’t bought through Allianz, but we’ll provide as much advice as possible.

I am travelling at the moment and have STA travel insurance. I need to extend my travel insurance, as some of my travel plans have had to change because of FCDO travel advice. Who do I contact to arrange this?

If the FCDO advice changes whilst you’re on your trip, please contact your travel provider to arrange alternative transport home as needed. If you are struggling to make arrangements with your travel provider, contact the local embassy, consulate or the FCDO for an update on repatriation arrangements. For further advice, you can reach us on +44 208 603 9947 Monday – Friday, 9am – 5pm (UK time). Unfortunately we can’t extend your travel insurance policy as it wasn’t bought through Allianz, but we’ll support you wherever we can.

How can I claim back the costs I’ve paid for the travel arrangements and insurance I booked through STA, now my trip is no longer going ahead?

As both your travel and insurance policy were purchased with STA rather than Allianz, you’ll need to contact STA directly to discuss reimbursing the cost of these. You can reach the company at refundsuk@statravel.com. Unfortunately, we can’t cancel or refund your policy on behalf of STA. If you’d like to keep your travel insurance policy live to cover a trip (or trips if you have an annual multi-trip policy) in the future, we want to assure you that your cover will remain in place in line with the original terms and conditions, until it expires.

My trip has been cancelled now that STA has stopped trading. Since I no longer need my STA travel insurance, can I get the cost of this refunded?

If your trip has been cancelled and you’d like to cancel your insurance as well, please contact STA directly at refundsuk@statravel.com to discuss your options. Unfortunately, as your policy was bought with STA rather than with Allianz, we can’t cancel or refund your policy on behalf of STA.

All of my STA travel arrangements have been cancelled. This was the only reason I purchased an annual policy. Can I cancel the policy and at least get a part refund of my policy?

If your travel arrangements have been cancelled and you’d like to cancel your insurance as well, please contact STA directly at refundsuk@statravel.com to discuss your options. Unfortunately, as your policy was bought with STA rather than with Allianz, we can’t cancel or refund your policy on behalf of STA.