Coronavirus FAQs

Policies (after 6th October 2020) Policies (between 16th March 2020 – 6th October 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 6th 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.

Enhanced COVID-19 cover add on


From 5th August 2021 you can add Enhanced COVID-19 cover to your policy. This will offer you protection if you choose to travel to a European destination that the FCDO advise against all but essential travel, where this advice is solely as a result of COVID-19.

This optional extra will also cover cancellation as a result of:

  • Having to self-isolate if you are contacted by the UK Test and Trace System
  • An adverse reaction to a COVID-19 vaccine
  • Incomplete COVID-19 vaccinations due to illness

Please be aware this cover is only available to those customers who are travelling to a country within Europe and have taken the recommended vaccinations when offered to them. If you have not been offered a vaccination due shortage in supply, you would not be covered.

Is the COVID-19 Vaccine required as part of my Travel Insurance Policy?


It is your responsibility to obtain any recommended vaccines, inoculation or medication prior to your trip. An increasing number of destinations, travel companies and airlines have already stated they will require proof of vaccination from visitors, so you must check the requirements for the destination before you travel.

It is important that you take the COVID-19 Vaccination(s) when it is offered by the NHS. Should you refuse it and then contract COVID-19 whilst you are on holiday requiring treatment, your insurance will not cover your claim. However, consideration will be given if you are medically unable to have the vaccination, and this is shown on your medical records.

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.

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.

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 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. 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.*

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.

Our policies do not provide cover if you travel to a destination where FCDO advises against ‘all but essential’ travel unless you have purchased the Enhanced COVID-19 add on and this is shown on your travel insurance certificate and schedule.

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

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. 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.*

You will not be covered if you have been contacted by the test & trace service and told to isolate, unless you have purchased the Enhanced COVID-19 cover addon. However, 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 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 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. *

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


*If the new trip is for a longer period, to a different destination or more than 12 months from the original issue date, there might be an additional premium due to increased risk