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Here are the answers to the most common questions about our Travel Insurance policies during the travel disruptions from adverse weather.

Find your nearest branch


During adverse weather, our branches are subject to last minute closures. Call us for more information.


08457 404 404

Extended Cancellation Cover

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 your flight having been cancelled by your airline on the grounds of health and safety because of the snow and no alternative flight is available 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:

  1. Deposits you have paid for your trip and cannot get back
  2. 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
  3. 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.

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 my flight being cancelled on the grounds of health and safety because of the snow?

Yes if no alternative flight is available for more than 24 hours from the time shown on your travel ticket, and 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.

What if my flight was cancelled can I still claim for cancellation?

If your airline cancels the flight they are obliged to provide a reimbursement of the cost of your flight or provide alternative re-routing options for you. However, if you are unable to depart due to your flight having been cancelled by your airline on the grounds of health and safety because of the snow, and no alternative flight is available for more than 24 hours from the time shown on your travel ticket, you will be able to claim for unused travel and accommodation costs, which you have paid or legally have to pay and cannot get back.

What if after checking in I am delayed for more than 24 hours and I wish to abandon my trip?

If your airline cancels the flight they are obliged to provide a reimbursement of the cost of your flight or provide alternative re-routing options for you. However, if you are unable to depart due to your flight having been cancelled by your airline on the grounds of health and safety because of the snow, and no alternative flight is available for more than 24 hours from the time shown on your travel ticket, you will be able to claim for unused travel and accommodation costs, which you have paid or legally have to pay and cannot get back.

Enforced Stay Abroad

What happens if I am unable to return home on my scheduled return date due to my flight to the UK being cancelled?

If you are unable to return home on your scheduled return date due to your flight having been cancelled by your airline on the grounds of health and safety because of the snow, 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.

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.

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.

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.

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.

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.

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 airport is closed?

You will have cover under the Enforced Stay Abroad section - this cover applies at any stage of your journey back home.

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.


Telephone numbers to make a claim

HSBC annual and single travel   

01603 605 124

HSBC Premier   

01243 621 407

HSBC Advance   

01243 621 408

Student Travel Insurance   

01603 603 034

Private Bank Travel Insurance   

020 7662 4012

Gold Mastercard Travel Insurance   

01603 605 124

Platinum Card Travel Insurance   

01603 605 124

Lines open: 8am – 8pm every day except Christmas Day, Boxing Day and New Year’s Day. Initial notification can be made 24 hours a day, 365 days a year.

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