Travel policy frequently asked questions (FAQs)

If you test positive for COVID-19 before departing for your trip and have to self-isolate, the insurance covers cancellation of the trip up to £5,000 per person.

This is providing there has not been a positive test result within the last 12 months which we have excluded from cover. If somebody has tested positive in the last 12 months and:

• been prescribed medication
• had or are waiting for medical treatment or investigations
• been referred to a specialist/consultant
• been admitted to A&E/hospital.

Please call our customer service team on 0800 051 2616 who will assess if we are able to cover COVID-19.

Yes, we can confirm if an insured person tests positive for COVID-19 on a trip, the policy provides medical cover to £10,000,000 per person.

This is providing there has not been a positive test result within the last 12 months which we have excluded from cover. If somebody has tested positive in the last 12 months and:

• been prescribed medication
• had or are waiting for medical treatment or investigations
• been referred to a specialist/consultant
• been admitted to A&E/hospital.

Please call our customer service team on 0800 051 2616 who will assess if we are able to cover COVID-19.

The insurance will also provide cover for additional travel/accommodation expenses until you can get home if you are in self-isolation. If the whole family need to self-isolate due to being a close contact, we will provide cover for each insured person. If the whole family is not required to self-isolate, we will cover an adult to stay with a child.

We will cover up to £10 million per insured person for emergency medical treatment and associated expenses anywhere in the world outside of the UK (including cruises). This includes rescue services to take you to hospital, and the cost of getting you home or to a UK hospital, if necessary.

We will also provide cover for emergency medical treatment needed whilst on board a UK cruise for up to £10,000,000 and up to £10,000 for Associated expenses.

This also includes:

• The necessary travel and accommodation costs for a person who has to stay with the insured person or travel to be with the insured person, where we agree this is necessary
• Accommodation costs if the insured person needs to stay beyond their planned return date because they’re medically unfit to travel home and additional travel costs if they can’t use their return ticket
• Bringing the insured person home if it is medically necessary, when it will be arranged by us
• Where you have a valid claim for Emergency medical, we’ll pay a benefit for each full 24 hours the insured person is being treated in hospital or confined to their accommodation on medical advice.

You can request proof of travel insurance for cruises by using the link below, it will be emailed within 24 hours. The document will also include a section about COVID-19. You will need to create your own password at the bottom of the form.

This policy covers the main M&S Credit Cardholder with their spouse/partner and their children, step children, foster children, grandchildren and great grandchildren aged under 18 accompanying either adult on the same trip.

All insured persons must be residents of the UK, the Channel Islands or the Isle of Man.

No, the maximum length of any one trip is 45 days, this cannot be extended.

You can request proof of travel insurance. You will need to create your own password at the bottom of the form, the same password is required to open the document once we have sent it to you.

Your travel insurance underwritten by Aviva covers you for unrecoverable costs. If your flight has been cancelled your first step should be to contact your airline, travel or accommodation provider to request a full refund or find out what your options are.

If you have been unable to recover your costs from your travel provider or airline your costs may be recoverable from your debit/credit card company, PayPal, ABTA or ATOL depending on how you paid.

For any unrecoverable costs, you can make a claim online.

Your first step should always be to contact your airline, travel or accommodation provider to find out what your options are.

Travel Insurance usually provides cover if you miss your international departure from or to the UK because pre-booked travel arrangements have been cancelled because of a strike or industrial action. Cover will depend on individual policy terms and when the strikes were announced, as well as when the holiday or flight was booked and when your travel insurance was purchased.

If the dates of a strike or industrial action had been publicly announced or reported by the media before or at the time you took out your policy or when you booked your trip, your claim would not be covered.

No there is no cover if you miss your departure flight, due to delays at an airport.