Guidance on credit card refunds

Usually the quickest and easiest way to get a refund is to go to the retailer first. For a holiday or trip, this may include the hotel, travel agent or airline. Or for an event this may be the events company or venue.

Holidays & Travel - if the government advises against travel to your destination, then it’s likely that your travel provider will cancel your trip and offer a refund or an alternative date/voucher. If your travel plans are still in place, but you no longer want to travel, we can’t raise a request for a refund for you. You’ll need to discuss whether a refund is possible direct with your travel provider. In many cases, travel is protected under industry schemes and you may be eligible for a refund.

Please wait for this to be processed within 14 days of cancellation. If the 14 day timeline has expired and you’ve not received a refund there are other possible routes for you to claim your money back.

If you paid for you holiday with your credit card, we may be able to raise a request for you. We may need you to provide information in writing about your booking before we process your request. Or you can submit a travel insurance claim.

You should look at the company’s website for more information on how to get a refund as most package holidays are covered by ATOL.

You should contact the retailer to check they are still processing your refund. Failing this, we may be able to raise a request for you to claim your money back through your credit card. We may need you to provide information in writing about your booking before we process your request.

If you’ve booked through a third party contact the company you booked with for more information on your options for a refund.


Travel Money FAQs

We’ll refund the full amount of travel money at the rate you bought it, if you return it within 28 days of the date you purchased. You can do this at an in-store bureau. After 28 days, our buy back rate will apply. Buy back rates vary daily. Make sure you have your proof of purchase to hand.

You can find out more details here.


Travel Money Bureau FAQs

Due to recent Government restrictions our travel money bureaux are temporarily closed.


Travel Insurance FAQs


Home Insurance FAQs

If you are an office-based worker and need to work from home because of government advice or because you need to self-isolate, your home insurance cover will not be affected. You do not need to contact us to update your cover.

Sainsbury's Bank contents insurance will cover you for loss or damage to business equipment, used for clerical business purposes, while in your home if caused by an insured event.

Please note, non clerical business equipment won't be covered. In most cases your employer will have insurance for this.

We understand during these unprecedented times that some people may need additional support and care. You don't need to contact us if you have additional long-stay guests. This advice is subject to change depending on the length of time that Government require the current social distancing requirements.

We understand that some customers may be away from home longer than intended. If your home is likely to be unoccupied for more than 60 days, please contact our customer service team.

Sainsbury's Bank and our insurers work closely with service providers to do everything possible in these challenging circumstances to continue to handle claims and support our customers. We recognise there will be many customers who will need additional support and insurers will prioritise those in vulnerable circumstances.


Car Insurance FAQs

You can login to online servicing and add them as a named driver to your policy, if you have comprehensive insurance and want to ensure that damage to your own car is covered when someone else uses your car.

If the person who is helping you has car insurance that includes a “Driving Other Cars” section and they use your car with your permission, they can drive your car. However, this usually only provides third-party cover and “Driving Other Cars” is intended for short-term emergency use.

If you have to drive to your workplace because of the impact of Covid-19 you don't need to contact us, your insurance policy will still be valid.

If you work in one of the critical sectors listed by the government and you need to use your own car to drive to different locations for work purposes because of the impact of Covid-19. You don't need to contact us, your cover will not be affected.

If you have to drive to your workplace because of the impact of COVID-19, your insurance policy will not be affected. You do not need to contact us to extend your cover.

Sainsbury's Bank and our insurers work closely with service providers to do everything possible in these challenging circumstances to continue to handle claims and support our customers. We recognise there will be many customers who will need additional support and insurers will prioritise those in vulnerable circumstances.

If you are using your own car for voluntary purposes to transport medicines or groceries to support others who are impacted by COVID-19, your cover will not be affected. You do not need to contact us to extend your cover.

If your work* is critical to the national response to COVID-19 and you need to use your own car to drive to different locations for work purposes because of the impact of Covid-19, your cover will not be affected. You do not need to contact us to extend your cover.

* These commitments apply to private cars insured on private car insurance policies only. This does not cover use for hire or reward purposes. Key workers applies to everyone who works in one of the critical sectors listed by the government.


Life Insurance FAQs

From 3 April 2020 new questions will be added to our application in light of the continued progress of COVID-19. Depending on your situation your application will be postponed as follows;

  • If you’ve tested positive or been diagnosed with COVID-19 we’ll ask you to reapply 90 days following the end of your symptoms
  • If you’ve experienced/ are experiencing symptoms we’ll ask you to reapply 30 days following the end of your of symptoms
  • If you’ve been in contact with someone who is diagnosed or experiencing symptoms we’ll ask you to reapply 14 days after your last contact date, providing you have been free of symptoms for 30 days.

If the above doesn't apply to you, you’ll be able to continue with your application as normal.

Applications submitted before 3 April don't need to be resubmitted.

Any application that's requoted after 3 April will be asked the new COVID-19 related questions.

We have no current plans to apply an exclusion. We’ll continue to monitor the situation as it develops.

Bereavement

In the unfortunate event that COVID-19 leads to a claim, we’ll approach this as we normally would. Please refer to your policy documents for information on what would be a valid claim, including any exclusions that may apply to your policy.

Critical Illness Cover

COVID-19 isn’t a specified critical illness under the terms of our policy. In the unfortunate event that you were to develop a critical illness that we cover as a result of Coronavirus, we would approach this claim in the same way as we would usually. For more details of your policy please refer to your policy documents.