Here are the answers to the most common questions about our Travel Insurance policies during the recent travel disruption resulting from the recent Volcanic Ash event.

Extended Cancellation Cover

1. What cover do I have for Cancellation Charges?
In the first instance you should always contact the provider to seek a refund of your costs or rearrangement of your booking - this means the tour operator/travel agent, airline, accommodation provider and car hire company, as well as the provider of any other services which have been pre-paid such as excursions.

Airspace, airport or port closure cover insures you for two things that might happen on the day you are due to depart on your trip.

Firstly, if you are unable to depart due to airspace being closed and it remains closed for more than 24 hours from the time shown on your travel ticket, you will be able to claim for cancellation of your trip.

Secondly, if any airport or port that you are due to travel through as part of your outward journey is closed for more than 24 hours from the time stated on your travel ticket, you will be able to claim for cancellation of your trip. In either of these cases you will be covered for:

• Deposits you have paid for your trip and cannot get back
• Your unused travel and accommodation costs(including excursions up to a maximum of £250 for each insured person), which you have paid or legally have to pay and cannot get back
• Unused kennel, cattery or professional pet sitter fees, which you have paid or legally have to pay and cannot get back up to a maximum of £200 for each insured person

We will only pay those costs that cannot be recovered from the accommodation or travel provider and will need evidence that you have been unable to claim a refund.

2. As part of my trip I have internal flights booked in the country I am visiting - can I claim the cost of these if I am unable to depart from the UK due to the airport being closed?

Yes if the closure lasts for more than 24 hours from the time shown on your travel ticket, then if the airline operator abroad will not provide a refund or revalidate your tickets (which they will not be required to do if their flights are operating normally) then you will be able to claim for these costs.

3. What if the airport my flight was due to depart from isn't closed for 24 hours - can I still claim for cancellation?
No. If the airport is closed for anything less than 24 hours, you should be able to continue your trip when the airport reopens. However, if the closure happens after you have checked in you would be eligible for travel delay benefit which gives £25 for every 12 hour delay up to £250.

4. What if I am delayed for more than 24 hours and I wish to abandon my trip?

If you have checked in and then are subsequently delayed for more than 24 hours on your outward journey from the UK, you can choose to abandon your trip.

We will cover you for unused travel and accommodation costs including excursions that you have paid or legally have to pay for - but cannot get back. We will also pay for unused kennel, cattery and professional pet-sitters fees that you have paid. (Up to limits shown on your policy)
Note: this is covered under the Delayed Departure section of your standard policy cover.

If, following check-in, the airline subsequently cancels the flight the airline is obliged to provide a reimbursement of the cost of your flight or provide alternative re-routing options for you.

5. What if the airport my flight was due to depart from closes for 12 hours, then reopens, but closes again before my rescheduled flight is due to depart - can I still claim for cancellation?
The airport must be closed for at least 24 hours from the time shown on your travel ticket before you can claim for any irrecoverable costs. However, we will look at each case on an individual basis where the combined period of closure exceeds the 24 hour period.

If you do not want to continue a trip when the airspace re-opens because the combined waiting period due to the airspace closure exceeds 24 hours from the time stated on your ticket we will consider claims under the Cancellation Charges cover now provided on your Travel Insurance cover.

6. Can I claim for cancellation if the airport my flight was due to depart from reopens within 24 hours, but my rescheduled departure means I am delayed more than 24 hours?
No, the airport must be closed for at least 24 hours before cancellation cover will apply.

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Enforced Stay Abroad

7 a. What happens if I am unable to return home on my scheduled return date due to closure of the airport abroad that I am travelling from?

7 b. What happens if I am unable to return home on my scheduled return date due to closure of the airport in the UK that I am flying into?
We have added a section of cover to your policy called Enforced Stay Abroad.

If you are unable to return home on your scheduled return date due to the closure of the airport you are scheduled to either travel from or through in order to reach your home address, we will pay you a benefit per person for each 24 hour period that you are unable to return home, as shown in your travel policy.

Or

If you unavoidably need to make your own way home after a 24 hour delay and the carrier or handling agent has been unable to offer you suitable alternative accommodation and/or travel arrangements, we will pay up to the limit shown in your policy, per insured person in respect of reasonable and necessary additional travel expenses that you incur.

8. I have booked a package deal through a tour operator. So what benefit does Enforced Stay Abroad section give me?
We will provide cover as above.

9. I can't afford to be stranded abroad due to work/family commitments - am I covered if I need to make my own way home?
If you have been unable to return home for more than 24 hours and your carrier has been unable to offer you suitable alternative travel arrangements, you will be covered in respect of reasonable and necessary additional travel expenses as shown on your travel policy, if you unavoidably need to make your own arrangements to return home.

10. Am I covered for accommodation and meals if I get stranded abroad?
Your airline/tour operator has certain obligations in respect of accommodation and food, however, we will pay per person, for each 24 hour period that you are unable to return home as per your travel policy.

11. I am planning to be abroad for 30 days - what happens with my insurance if I am stranded there and go over my 31 days trip limit?
Your policy provides an automatic extension of cover for up to 14 days when you are unable to return home within the trip limit due to your transport being delayed. This cover applies automatically, so there is no need to contact us.

12. If I am stranded abroad, will you cover my loss of earnings/holiday entitlement/kennel or cattery costs?
No, there is no cover for these costs.

13. I have a connecting flight on my way home - what cover do I have if I arrive at my connecting airport and find that the UK airport is closed?
You will have cover under the Enforced Stay Abroad section - this cover applies at any stage of your journey back home.

14. If I am stranded abroad and run out of my normal prescription medication, am I covered for this?
You should always ensure you take more than enough prescribed medication with you when you travel. However, if you are stranded for a number of days we will meet the costs of you obtaining the necessary emergency medical supplies.

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Telephone numbers to make a claim

* Claims lines are open Mon - Thurs 8 am to 6 pm and Fri 8 am to 5.30 pm and this applies over the holiday period.

** Claims lines are open Mon - Fri 8am to 8pm and Sat 9am - 6pm. Closed Sundays and Public Holidays.