Events in the Middle East are fast‑moving and we appreciate that this will be causing disruption and concerns for customers currently travelling or planning upcoming trips.
Aviva are here to help if you are already in the affected areas or are due to travel to the affected areas but, in the first instance, anyone affected should contact their airline, travel provider or tour operator, who are best placed to support with rearranging flights and covering certain costs or making alternative travel plans.
Travel insurance is designed to help in unforeseen emergencies. If customers incur additional costs that cannot be recovered from airlines, travel providers or tour operators, customers may be able to claim for reasonable, unrecoverable expenses.
Those already in the affected areas:
If customers are currently stranded in an affected area – who should they contact first to help with alternative travel arrangements?
Anyone currently unable to travel should contact their airline, travel provider or tour operator in the first instance, who are best placed to advise on rearranging flights, refunds, or alternative travel plans. Holidaymakers in the Middle East – or UK expats – should also register their presence on the government website - Foreign Office travel advice updates - GOV.UK.
In the event customers are unable to get support from their airline or tour operator, Barclays Travel Pack and Travel Plus Pack customers can contact our claims team directly on 0800 404 6856 from the UK (or 0044 1603 604 964 from abroad).
If a customer is stranded in an affected area and the FCDO has advised against travel to this area, will they be covered by their travel insurance?
Holidaymakers in the Middle East – or UK expats – should register their presence on the government website - Foreign Office travel advice updates - GOV.UK.
In the first instance, travellers already in the affected areas should contact their airline, travel provider or tour operator, who are best placed to assist.
Where costs are not recoverable from the airline, travel providers, tour operator or other recovery scheme, customers may be able to claim for reasonable, unrecoverable expenses, such as additional accommodation, meals or alternative travel arrangements within the terms of their travel insurance policy on 0800 404 6856 from the UK (or 0044 1603 604 964 from abroad).
What cover is available for customers who are waiting for a rescheduled flight home from their airline? Does travel insurance cover additional accommodation and food?
Where costs are not recoverable from the airline, travel providers, tour operator or other recovery scheme, customers may be able to claim for reasonable, unrecoverable expenses on 0800 404 6856 from the UK (or 0044 1603 604 964 from abroad).
Any such accommodation costs must be of a similar standard to their previous accommodation, and they should keep hold of receipts as proof for when they submit a claim, as well as providing evidence that they were not entitled to a refund from the airline.
How can Barclays Travel Pack and Travel Plus Pack customers make a claim?
Customers who wish to make a claim should visit the Barclays app and Online banking for further instructions or contact the Barclays Travel Assistance or Insurance Claims Teams via the numbers below:
Barclays Travel Assistance - 24-Hour Medical Assistance
0800 158 2684 from the UK
0044 1603 604 976 from abroad
Barclays Travel Insurance Claims - Travel Claims
0800 404 6856 from the UK
0044 1603 604 964 from abroad
Is medical assistance provided if customers require this while they are stranded?
In the first instance, customers should seek emergency medical assistance from the local emergency services.
If customers require further support they can contact the Barclays Travel Assistance helpline on 0800 158 2684 from the UK (or 0044 1603 604 976 from abroad). Our travel insurance policies will cover customers for medical assistance and treatment while away provided they did not travel against FCDO – or medical - advice.
What cover is there if a customer’s flight has been delayed?
Barclays Travel Pack and Travel Plus Pack customers are entitled to a delayed departure benefit of £50 for every delay of 12 hours (up to £250 per person) which can be used for things like food, clothing and toiletries. To claim please contact our claims team on 0800 404 6856 from the UK (or 0044 1603 604 964 from abroad).
Barclays Travel Pack and Travel Plus Pack will extend cover for up to 14 days if a customer’s pre-booked transport is cancelled or delayed.
If a customer is unable to return home before their travel insurance trip limit ends - what action should they take?
All policies will extend cover automatically for up to 14 days where the customer’s flight has been cancelled or delayed.
If a customer is delayed beyond 14 days, they should contact us on 0800 404 6856 from the UK (or 0044 1603 604 964 from abroad) to discuss their cover.
Those who are due to travel to the affected areas:
What cover is available to customers who are due to travel to a country which the FCDO has advised against travel to?
If the FCDO advises against travel to a specific area after a trip is booked, customers should speak to their airline, travel provider or tour operator in the first instance who will be best placed to advise on rearranging flights, refunds, or alternative travel plans.
If customers have trips booked in the future which are not imminent, we advise them to check regularly with their airline, tour operator or travel provider and to check the latest FCDO advice.
Where customers are unable to get a refund or reschedule, they may be able to make a claim for cancellation costs. They may also be able to recover costs from credit card companies if a trip was paid for using this method.
If customers choose to travel against FCDO advice or book a trip to an area where the FCDO advises against travel, there is no cover and they will not be able to make a travel claim.
Is there cover for customers who are due to transit in one of the affected countries in the next few weeks?
Events in the Middle East are fastmoving and it’s difficult to predict how long airspace will be closed or impacted. Before travelling, customers should check the FCDO for any guidance and advice and contact their airline or tour operator for any updates or changes.
If the flight for a few weeks’ times has already been cancelled by the airline or the FCDO has issued an advisory not to travel to their destination in the 31 days prior to departure, customers should speak to their airline or tour operator as they should be able to claim for the full amount. If customers are unable to recover their costs or the tour operator / airline cannot provide a suitable alternative, customers may be able to make a claim on their travel insurance policy on 0800 404 6856 from the UK (or 0044 1603 604 964 from abroad).
However, there is no cover if a customer chooses not to travel where there are no warnings in place.
If the airline reroutes a flight and changes the arrival airport, are customers covered for any additional expenses such as taxis or other transport?
In the first instance, travellers already in the affected areas should contact their airline, travel provider or tour operator, who are best placed to assist.
Where costs are not recoverable from the airline, travel providers or tour operator customers may be able to claim for reasonable, unrecoverable expenses on 0800 404 6856 from the UK (or 0044 1603 604 964 from abroad).
Will you stop selling travel insurance in light of the events in the Middle East?
We have no plans to stop selling Barclays Travel Pack and Travel Plus Packs.
Will travel insurance premiums rise as a result of the situation in the Middle East?
It is too early to say. Our priority is to assist customers who may require support during this difficult time.
Will you provide cover if a customer books a future trip to the Middle East or via the Middle East?
The FCDO has advised against travel to many countries in this area. If a customer travels against FCDO advice they will not be covered by their travel insurance policy.
Will you apply the war exclusion?
In the first instance, travellers already in the affected areas should contact their airline, travel provider or tour operator, who are best placed to assist.
Our policies contain an exclusion for war which still applies. However, we wish to support customers who are stranded abroad or who have pre-booked trips which cannot take place or be rearranged whose costs cannot be recovered elsewhere.
We will consider claims on a case by case basis if they are unable to recover costs from their airline or travel provider or other recovery scheme.
How many of your customers are impacted by this?
It is too early to say. Our priority is to assist customers during this difficult time.
If a customer bought a longer trip upgrade for one of the affected areas – are they entitled to any partial/ total refund?
Refunds are not given after the 14 day cancellation period as there might be claims before the trip as well as when travelling. For example, customers may need to make a claim for cancellation costs if they are unable to travel.
Are you proactively contacting customers?
Not at this moment this may change overtime. However, customers can contact us online, via our assistance and claims lines should they require support.