COVID-19 frequently asked questions

Yes, if you are forced to cancel your trip, as a direct result of a positive COVID-19 test you’re covered for cancellation. You will need to provide confirmation and evidence of a positive test result.

Before you book a trip, check if we can cover any pre-existing medical conditions that you or anyone covered by the policy has. See the Your health section of your policy booklet. 

If you or anyone covered by your policy has previously tested positive for COVID-19, then you’ll need to tell us if you’ve 

• been prescribed medication by your doctor for COVID-19,
• visited hospital or A&E for COVID-19, or
• been referred for investigations or treatment for COVID-19.

If this applies to you or anyone covered by your policy, you’ll need to tell us and we’ll ask you some medical screening questions to confirm if we can offer cover. Please see the Your health section of your policy documents.

Yes, you are covered for emergency medical treatment and associated expenses, if you become ill with COVID-19 subject to policy terms and conditions.

If you or anyone covered by your policy has previously tested positive for COVID-19, then you’ll need to tell us if you’ve:

• been prescribed medication by a doctor for COVID-19,
• visited hospital or A&E for COVID-19, or
• been referred for investigations or treatment for COVID-19.

If this applies to you or anyone covered by your policy, you’ll need to tell us and we’ll ask you some medical screening questions to confirm if we can offer cover. Please see the Your health section of your policy documents.

Yes. If you unexpectedly need to quarantine, we'll cover:

• Accommodation costs (of similar standard to the accommodation which had been booked for the trip), if you need to stay beyond your planned return date, or you can’t stay where you planned because your pre-booked accommodation doesn’t meet legal requirements (for example you can’t reach your destination because you need to quarantine locally)
• Additional travel costs if your return ticket can’t be used
• We’ll also pay costs for any excursions you haven’t been able to use, where the costs can’t be recovered elsewhere.

It's important to check the entry requirements for your destination before you book, as you won't be covered if you don't meet these.

Your travel provider should be able to help with this, so first get in touch with whoever you booked your trip with to talk about your options.

If you can’t reschedule your trip or get a refund, you’ll be able to make a claim in the 31 days leading up to your trip. You’ll only be able to do this if there weren’t any entry restrictions or FCDO advice against travel in place when you booked your trip or purchased your Travel Pack cover (whichever was later).

No, there’s no cover under the policy if you can’t travel because you don’t meet the entry requirements. You should contact your travel provider to see if you can reschedule your trip or get a refund.

It's important to check your destination's entry requirements on the FCDO website before you book any trip.

If you've been asked for proof of insurance, you can use our online request form to request proof of travel insurance.

If you purchased your Travel Pack or Travel Plus Pack after 20 April 2023, you can get proof of insurance in the Barclays app or online banking.

Yes. We won’t cover costs that could be refunded by your holiday provider, so you need contact them before you claim with us. If your holiday provider cancels your package holiday, they legally have to give you a full refund.

If you paid for part of your holiday with a credit card, debit card, or PayPal, you can also contact your payment provider to ask for refund.

You can also log a claim online: Please tell us about yourself.

Or contact the Aviva claims team on 0800 404 6856 lines are open 24 hours 7 days a week for medical emergencies, and every day from 8am to 8pm for everything else.