Coronavirus FAQs – for policies purchased before 13 March 2020

If you become unwell during your trip due to the Coronavirus, cover is provided for emergency medical costs and the cost of returning home, subject to policy conditions and exclusions.

If you have contracted the Coronavirus, become ill and are unable to travel (whether you are quarantined or not) then you will be able to make a claim under the Cancellation and Cutting Short your trip section of the policy.

There is no cancellation cover if you are quarantined in the UK but have not contracted the Coronavirus before your departure date.

Cover is provided if the Foreign and Commonwealth Office (FCO) declare either of the following after you have booked your trip:

  • Your compulsory quarantine whilst travelling preventing you from travelling further.
  • Your destination is unsafe to visit, and they advise against all or all but essential travel.

If the FCO haven’t advised against visiting a destination and you’re worried about travel in general, your insurance provider will not cover any expenses associated with cancelling.

If your policy has Travel Disruption Cover there is additional cover under the Substitute Accommodation sub-section for reasonable additional accommodation and transport costs if you need to move to alternative accommodation on arrival or at any other time during the trip because you cannot use your booked accommodation as a result of infectious disease.

You should check your schedule and policy wording to make sure you have the cover you require.

If you become ill with the Coronavirus and become quarantined cover is provided under the Cancellation and Cutting Short Your Trip and Medical sections of the policy as detailed above if it is medically necessary for you to return home.

If you are not ill but are quarantined by the local authorities whilst travelling, your cover will automatically extend to cover you for any additional days your trip is extended free of charge if you miss your originally scheduled return journey, providing you return home immediately following the end of quarantine.

If one of the following scenarios applies:

  • You have been told to self-quarantine by a medical professional or health authority as a precaution (no symptoms or diagnosis but have been in contact with a person at risk) before leaving the UK.
  • You have been told to self-quarantine by a medical professional or health authority because you are displaying symptoms associated with or have been diagnosed with Coronavirus, and have rescheduled your trip dates and arrangements with the airline, tour operator or accommodation organizers for a later date
  • You have booked to travel to a destination where the FCO advice has changed to all but essential travel or where the WHO is not recommending travel, since booking your trip
  • You are booked to travel to a destination where the airlines, tour operators have temporarily cancelled operations

You can make the following changes:

  • We will accept travel date changes to a new date which falls within 6 months of the original policy start date at no additional costs, provided there is no increase in duration.
  • Where new trip dates mean that a trip will be one day longer than previously covered, we will also accept this without an increase in premium.
  • We will accept a change in destination provided the change in destination does not increase the premium. Any increase in premium due to a change in destination will be charged on a pro-rata basis.

You do not need to make any changes to your annual policy if the area of travel is the same as travel dates are not specified.

If you need to make a claim you should contact your Travel Agent, Tour Operator, airline, accommodation or credit card provider for a refund in the first instance.

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.

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 / the Coronavirus and 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 who will update your policy and charge/refund any monies accordingly.

If you want to change or cancel your travel insurance policy, please contact 0345 305 2622.

If you have been given alternative dates to travel by your airline and/or accommodation provider, please contact 0345 305 2622 who will be able to assist you by updating your policy and let you know if there are any additional premiums or fees to pay.

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 not pay any additional payments to your Tour Operator or Travel Agent without confirmation 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).

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 – this is usually easier than obtaining a refund from the card provider
  • 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.

If you were due to travel and your trip was booked and policy purchased before the FCO 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.

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

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 not pay any additional payments to your Tour Operator or Travel Agent without confirmation 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).

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 who will update your policy and charge/refund any monies accordingly.

We will accept travel date changes to a new date which falls within 6 months of the original policy start date at no additional costs, provided there is no increase in duration. We will accept a change in destination provided the change in destination does not increase the premium. Any increase in premium due to a change in destination will be charged on a pro-rata basis.

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. Once this is agreed please contact our team who will update your policy and charge/refund any monies accordingly.

If your GP has advised you not to travel because test results show you or a family member has contracted Coronavirus, you do not have cover under the policy but you may apply for a refund of premium if you decide to cancel your policy outside the 14 days cooling off period.  Outside the cooling off period, any refund will be at our discretion and may be subject to deductions and administration charges. This does not apply for close relatives or travelling companions.

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.  Outside the cooling off period, any refund will be at the Insurer's discretion and may be subject to deductions and administration charges. 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.  Outside the cooling off period, any refund will be at the Insurer's discretion and may be subject to deductions and administration charges. This does not apply for close relatives or travelling companions.

What is the difference between Isolation and self-isolation:


  • Isolation is effectively the same as quarantine. It is used for people who are already ill. It is used to keep anyone infected with an illness away from healthy people to prevent the illness form spreading.
  • Self-isolation means to voluntarily cut yourself off from the rest of the world to ensure you have not been exposed to an illness or to protect others from being exposed to an illness. You need to stay at home, not go to work, school or other public places, and avoid public transport or taxis; and you shouldn't have any visitors.

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.

Any claim 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.

Please contact your airline, Travel Agent and/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.

If you have alternative dates to travel after contacting your Travel Agent or Tour Operator, airline and/or accommodation provider, please contact our team who will update your policy and charge/refund any monies accordingly.

If you are travelling to a country, or by any form of transport the Government or the FCO advises against, you will not be covered. However as soon as the restrictions are lifted our normal policy benefits will resume.