Coronavirus FAQs

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.

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.

There are several options that could allow us to change your trip dates or provide you with a new Single Trip policy that can cover trips booked up to 18 months in advance. Please contact our team on 0345 305 2622 who will update your policy.*

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.

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 .

Enhanced COVID-19 optional add on is only available for trips within Europe and where you have taken COVID vaccinations when offered to you. Cover is provided if the FCDO advice against all but essential travel, solely as a result of COVID 19.

If your trip is cancelled 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 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.

There are several options that could allow us to change your trip dates or provide you with a new Single Trip policy that can cover trips booked up to 18 months in advance. Please contact our team on 0345 305 2622 who will update your policy.*

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

• 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.

You may be able to arrange alternative dates to travel by contacting your Travel Agent or Tour Operator, airline and/or accommodation provider. There are several options that could allow us to change your trip dates or provide you with a new Single Trip policy that can cover trips booked up to 18 months in advance. Please contact our team on 0345 305 2622 who will update your policy.*

If you do not have alternative dates & wish to cancel your policy, 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.

If you have purchased the Enhanced COVID 19 add on and you are contacted by a representative of the UK Government’s Test and Trace service due to the probability of you having contracted COVID-19 and are instructed to self-isolate for a period of time which prevents you from starting your trip using your pre-booked outward travel, you may be able to claim for cancellation of your trip.

If you purchased your policy after the 7th of 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, or you have purchased the Enhanced COVID-19 Add on and is shown on you travel Insurance certificate and schedule.

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.

There are several options that could allow us to change your trip dates or provide you with a new Single Trip policy that can cover trips booked up to 18 months in advance. Please contact our team on 0345 305 2622 who will update your policy.*

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.

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