Coronavirus FAQs

New Policies (after 7th October 2020) Existing Policies (between 16th March 2020 – 7th October 2020) Existing Policies (prior to 16th March 2020)

All new Sainsbury’s Bank Travel Insurance policies include a COVID-19 section that covers you for cancellation before your trip commences if you are diagnosed with COVID-19, following a medically approved test showing a positive result of COVID-19, within 14 days of your departure date. This also covers emergency medical treatment abroad and/or medical repatriation if you contract COVID-19. This cover is only provided if you are travelling to a destination where there is no travel restriction from the FCDO. Policies sold after 7th October 2020 do not provide cover for any other claims related to COVID-19.

All Sainsbury’s Bank Travel Insurance policies cover you for emergency medical treatment and/or medical repatriation if you contract COVID-19 during your overseas trip. This cover is only provided if you are travelling to a destination where there’s no restriction from the FCDO.

Policies sold after 16th March 2020 do not provide cover for any other claims related to COVID-19, including cancellation.

Policies sold prior 16th March 2020 for trips booked prior to that date may provide cover for claims related to COVID-19, including cancellation. See policy terms and conditions for details and the FAQ’s for further information.

If you need to make a claim you should contact your Travel Agent, Tour Operator, Airline, Accommodation first, then your Credit Card provider for a refund.

To make a claim, you can get a claim form from the website https://csal.co.uk/claim-forms.

You can also find a document explaining the evidence you will need to provide so we can assess your claim.

Alternatively, you can call our claims team on 01403 288 421. Please note we are currently experiencing a very high level of claims owing to COVID-19 and the Coronavirus, there may be longer than usual call waiting times.

If you booked with a Travel Agent or Tour Operator, you should contact them first to see if you can make any changes to your trip, or if they are able to offer you a refund.

You can make a claim under the Package Travel Regulations if any travel intermediary booked two or more parts of your holiday together and they are then unable to deliver the full package.

If you booked your travel independently, you should still approach the travel provider (airline, accommodation provider etc) in the first instance to rebook or for a refund.

If you have alternative dates to travel after contacting your Travel Agent or Tour Operator, airline and/or accommodation provider, please contact our team on 0345 305 2622 who will update your policy.

We may be able to change your Single Trip policy to match your new travel dates provided they fall within 6 months of the original date that you purchased your policy. We will let you know if there is an additional cost because of change in location or trip duration.

If you want to cancel your travel insurance policy, you can do so on online by visiting https://www.insurance-sainsburysbank.co.uk/cancellation.html.

Alternatively, you can contact us on 0345 305 2622 to cancel or change your policy.

A full refund is available if your policy is cancelled within 14 days of purchase.

If you have been given alternative dates to travel by your airline or accommodation provider, please contact our team on 0345 305 2622 or through Live Chat. We may be able to change your Single Trip policy to match your new travel dates provided they fall within 06 months of the original date that you purchased your policy. We will let you know if there is an additional cost because of change in location or trip duration.

Depending on how far in the future your date of travel is, there may not be anything to do just yet.

Booked through a Travel Agent or Tour Operator


If you booked with a Travel Agent or Tour Operator, you should contact them first to see if you can make any changes to your trip, or if they are able to offer you a refund.

You can make a claim under the Package Travel Regulations if any travel intermediary booked two or more parts of your holiday together and they are then unable to deliver the full package.

You should contact your Tour Operator or Travel Agent to check that any additional payment is fully refundable should the trip be cancelled for any reason by the operator (for example: the balance of the holiday cost where you have only paid a deposit so far).

It is important that you do check and get clarity from your travel provider that if your trip is cancelled, you should expect a full refund of the whole cost of the trip once you have paid the full amount. Please check your operator terms and conditions.

Deciding not to pay the balance and not getting clarity from your Airline or Tour Operator could mean that you lose the deposit, or even if the trip is subsequently cancelled, you may not get the money back.

Choosing not to travel or a disinclination to travel is not covered under the travel insurance policy.

Booked flights only or accommodation only


If you booked your travel independently, you should still approach the travel provider (airline, hotel etc) in the first instance to rebook or for a refund.

Booked using my credit card


If you paid for your trip by credit card, you may be able to make a Section 75 claim.

If you put something on a Credit card that is worth £100 or more (up to £30,000), your credit card provider is ‘jointly and severally’ liable if something goes wrong with the purchase. This means if you cannot reclaim from the retailer, you can then claim the refund from the credit card provider.

  • Contact the retailer in the first instance to request a refund – you may find this easier than obtaining a refund from some card providers
  • Call the credit card provider. Tell them you want to make a claim under Section 75 of the Consumer Credit Act and ask for a claim form

Keep this information for the insurer


If you have tried to reschedule, claim with the provider and claim under your credit card and still have not been able to recover your costs, you must provide evidence of this to your insurer when making your claim.

If you need to make a claim you can get a claim form from the website https://csal.co.uk/claim-forms.

For policies purchased prior to the 16th March 2020 and trips booked before this date


If you were due to travel and your trip was booked and policy purchased before the FCDO advice was issued advising against all or all but essential travel to your destination your policy will provide cover for the cancellation of your trip. Policies purchased after the 16th March and trips booked after this date do not provide any cover for claims relating to Covid 19 or Coronavirus.

You should contact your Travel Agent, Tour Operator, airline or accommodation or credit card provider for a refund in the first instance.

For policies purchased after 16th March 2020 there is no cover if you have to cancel your trip due to the FCDO advising all or all but essential travel to your destination if you have purchased your policy or booked your trip when the FCDO advised against travel to there is no cover under this policy.

Booked through a Travel Agent or Tour Operator


If you booked with a Travel Agent or Tour Operator, you should contact them first to see if you can make any changes to your trip, or if they are able to offer you a refund.

You can make a claim under the Package Travel Regulations if any travel intermediary booked two or more parts of your holiday together and they are then unable to deliver the full package.

You should contact your Tour Operator or Travel agent to check that any additional payment is fully refundable should the trip be cancelled for any reason by the operator (for example: the balance of the holiday cost where you have only paid a deposit so far).

It is important that you do check and get clarity from your travel provider that if your trip is cancelled, you should expect a full refund of the whole cost of the trip once you have paid the full amount. Please check your operator terms and conditions.

Deciding not to pay the balance and not getting clarity from your Airline or Tour Operator could mean that you lose the deposit, or even if the trip is subsequently cancelled, you may not get the money back.

Choosing not to travel or disinclination to travel is not covered under the travel insurance policy.

Booked flights only or accommodation only


If you booked your travel independently, you should still approach the travel provider (airline, accommodation provider etc) in the first instance to rebook or for a refund.

If you have alternative dates to travel after contacting your Travel Agent or Tour Operator, airline and/or accommodation provider, please contact our team.

We may be able to change your Single Trip policy to match your new travel dates provided they fall within 6 months of the original date that you purchased your policy. We will let you know if there is an additional cost because of change in location or trip duration.

Booked using my credit card


If you paid for your trip by credit card, you may be able to make a Section 75 claim.

If you put something on a Credit card that is worth £100 or more (up to £30,000), your credit card provider is ‘jointly and severally’ liable if something goes wrong with the purchase. This means if you cannot reclaim from the retailer, you can then claim the refund from the credit card provider.

  • Contact the retailer in the first instance to request a refund – you may find this easier than obtaining a refund from some card providers
  • Call the credit card provider. Tell them you want to make a claim under Section 75 of the Consumer Credit Act and ask for a claim form

There is no cover under your policy if you are not allowed entry to a country which has:

  • closed its borders; or
  • placed restrictions on entry to its country to nationals from certain countries; or
  • placed restrictions to nationals who have travelled to countries affected by an outbreak of Coronavirus.

If you are refused entry at passport/border control, you should contact your airline or transport provider to arrange changing your return ticket to allow you to come home early.

Your policy covers you if a number of things happen to stop you from travelling, which are listed in your policy wording.  There is no cover for not wanting to go on holiday because of the fear or risk of contracting Coronavirus.

You may be able to arrange alternative dates to travel by contacting your Travel Agent or Tour Operator, airline and/or accommodation provider. We may be able to change your Single Trip policy to match your new travel dates provided they fall within 6 months of the original date that you purchased your policy. We will let you know if there is an additional cost because of change in location or trip duration.

If your GP has advised you not to travel because you or a family member has been placed in isolation because of Coronavirus you may apply for a refund of your premium if cancelling your policy during the 14 days cooling off period. This does not apply for close relatives or travelling companions.

If you or a family member are following UK Government advice to self-isolate because of having suspected symptoms of the Coronavirus you may apply for a refund of your premium if cancelling your policy during the 14 days cooling off period. This does not apply for close relatives or travelling companions.

Outside the cooling off period, any refund will be at the Insurer's discretion and may be subject to deductions and administration charges.

If you purchased your policy before the 16th March and your trip was previously booked, you may submit a claim for cancellation if you, a member of your immediate family as defined in the policy or travel companion were diagnosed with Coronavirus.

If you purchased your policy between 16th March and 6th October you will not be covered if you have COVID-19 and have to cancel your trip.

If you purchased your policy after the 7th October 2020 you may submit a claim for cancellation under the COVID-19 section if you, a member of your immediate family as defined in the policy or travel companion were diagnosed with COVID-19, as certified by a medical practitioner following a medically approved test showing a positive result for COVID-19, within 14 days of booked departure. This is provided there was no travel advice advising against ‘all but essential travel’ or ‘all travel’ issued by the FCDO to your destination when booking your trip or purchasing your policy whichever was later.

All claims will be assessed on its own individual merits, in line with the terms and conditions of the insurance contract that you have entered into by purchasing your travel insurance policy. Discretion may be exercised in exceptional circumstances.

Please contact your airline, Travel Agent or Tour Operator for a refund in the first instance.

If you booked with a Travel Agent or Tour Operator, you should contact them first to see if you can make any changes to your trip, or if they are able to offer you a refund.

You can make a claim under the Package Travel Regulations if any travel intermediary booked two or more parts of your holiday together and they are then unable to deliver the full package.

If you booked your travel independently, you should still approach the travel provider (airline, accommodation provider etc) in the first instance to rebook or for a refund.

We may be able to change your Single Trip policy to match your new travel dates provided they fall within 6 months of the original date that you purchased your policy. We will let you know if there is an additional cost because of change in location or trip duration.

While the authorities advise you to remain at home and not travel, you will not be covered. Your policy does not cover you if you are travelling to a country, or by any form of transport the Government or the FCDO advises against, However as soon as the restrictions are lifted our normal policy benefits will resume.

If you do not have COVID-19 but are advised to shield or self-isolate at home and are told not to travel, then no cover is provided under the policy.

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

World Health Organisation (WHO): https://www.who.int/

European Centre for Disease Prevention and Control (ECDC): https://www.ecdc.europa.eu/en

National Health Service (NHS): https://www.nhs.uk/conditions/coronavirus-covid-19/

UK Government Advice: https://www.gov.uk/government/topical-events/coronavirus-covid-19-uk-government-response

UK Government Advice about Cruise Travel: https://www.gov.uk/guidance/cruise-ship-travel