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What’s covered under HSBC Travel Insurance?

If you have travel insurance with us, we’ve put together some frequently asked questions about the impact of coronavirus. Take a look at the latest information below to answer any of your queries. You can check back regularly for the most up-to-date information.

 

The guidance covers all of our travel policies: HSBC Travel Insurance, HSBC Premier, HSBC Jade, HSBC Select and Cover, HSBC Insurance Aspects, HSBC Gold MasterCard and HSBC Platinum MasterCard.

 

Last updated: 29 July 2020

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The Foreign and Commonwealth Office (FCO) provides helpful advice to UK citizens who are planning to travel to a different country or region. On 17 March 2020, the FCO advised British people against all non-essential travel worldwide. Then on 4 April, it was confirmed that this advice would apply for an indefinite period.

On 4 July, the FCO travel advice changed, with exemptions for travelling to certain countries, regions and territories that no longer posed a high risk. Please read the list of exempted destinations regularly, as there may still be restrictions that could impact your cover. The FCO continue to advise against non-essential international travel, except to countries, regions and territories listed.

You need to be aware of any local quarantine restrictions that apply to where you live or your travel arrangements. Before booking a trip, check the status of your chosen destination country or region to see if there are any restrictions still in place, such as quarantine, local outbreak restrictions and self-isolation periods.

Also, please be aware that you’ll receive no cancellation/abandonment cover if you book a trip to a country or region that still has restrictions in place.

This information will continue to be reviewed and updated in line with the FCOs advice.

If you’re currently abroad, please visit the FCO website for up-to-date advice on getting home.

Travel insurance covers you for non-refundable costs. Your first step should be to contact your airline, travel or accommodation provider to find out what your options are.

If you booked a now cancelled package holiday, the travel provider you booked with is liable to refund all payments you made under the Package Travel Regulations 2018.

If you paid with your credit card, debit card or PayPal for any part of your now cancelled trip, you may also need to contact your payment provider to request a refund. For any non-refundable costs, please contact our claims team.

I'm about to travel

Can I cancel my trip if I’m travelling to a destination where FCO advice is lifted, but I still have to quarantine on arrival?

If FCO advice has been lifted and there were no restrictions, such as quarantine, local outbreak restrictions and self-isolation periods at the time of taking out your cover or booking the trip -whichever is later – you would be covered for cancellation/coming home early if a quarantine was later imposed.

There would be no cover to cancel due to the coronavirus where restrictions, such as quarantine, local outbreak restrictions and self-isolation periods were already announced when you booked the trip.

Am I covered for cancellation if travel restrictions are lifted but I contract coronavirus or am advised by the NHS Test & Trace service to isolate, before I start/am already on my trip?

Yes, you will be covered by your travel insurance policy if you need to cancel. 

If you notify the claims team of this while abroad, you’d be covered under the emergency medical section for quarantine and would be covered if they need to then abandon the trip and return home early.

If I’m unable to travel in the UK, am I able to claim cancellation costs? 

Yes, providing you have at least two consecutive nights pre-booked accommodation and there was no UK Government or local lockdown guidelines in place at the time of taking out your cover or booking the trip – whichever is later.

You should first check if your airline, travel, accommodation or payment provider will provide a refund or allow you to amend your original arrangements. 

Will I be covered for a full refund of the cost of my or my family’s trip if I’m quarantined at an airport? Will my policy cover the cost of another flight home? 

You’ll be covered if you’re quarantined at an airport when travelling to or from your destination.

You can claim for unused, non-refundable costs for accommodation if you choose to come home early, as well as additional travel and accommodation costs for everyone insured under the policy.

Am I covered if I don’t want to risk travelling when the UK Government lockdown restrictions have been lifted?

No, you’re not covered if all travel restrictions have been lifted and you haven’t been told to isolate by the NHS Test and Trace service.

However, if you booked your trip before 17 March and have concerns about travelling due to medical or government advice, please contact the claims team. Aviva will then review your claim and let you know of the outcome.

If I’m unable to adhere to a mandatory quarantine when returning to the UK, will I be able to cancel my trip?

Under the policy, you won’t be covered if you need to quarantine after the trip has ended.

However, Aviva may be able to consider your claim, if you booked your trip before the mandatory quarantine was imposed on 22 May. Please contact the claims team before making any decisions.

If I have to go into quarantine when returning from a trip but I’m due to depart on a second trip during the quarantine period, will my insurance cover me to cancel?

Yes, your travel insurance policy will cover you to cancel, providing both trips were booked prior to quarantine restrictions being announced.

I'm currently overseas

I’m currently stuck abroad. Can you help?

If you couldn’t get home before your travel insurance cover ended, you must contact us. Please also check with your airline or travel provider and the FCO website for the country or region you’re visiting. For urgent assistance, contact the FCO’s consular helpline on 020 7008 1500.

I’m planning a new trip

Am I covered if I book a new trip to a destination where FCO advice has been lifted, but then later restrictions are put back into place?

If you decide to travel there would be no cover to cancel or come home early due to coronavirus where FCO advice or restrictions, such as quarantine, local outbreak restrictions and self-isolation, were in place.

However, you’ll have the benefit of the rest of your travel policy so long as you comply with the advice of the local authorities. This includes cover for medical expenses, for new or disclosed and accepted conditions (including coronavirus), or if you’re quarantined abroad, following a temperature check, for example. 

If you book a new trip to a destination where FCO advice, government or local authority advice and all restrictions have been fully removed, at the time of taking out the cover or booking the trip, you would be covered for cancellation/coming home early if restrictions are reintroduced and still in place within 31 days of your departure date.

Will I still be covered if I book a trip or travel to a country or region where FCO advice hasn’t been lifted?

No, you would not be covered to cancel or come home earlier if FCO advice or restrictions, such as quarantine, local outbreak restrictions and self-isolation, were in place.

If you decide to travel, you’ll have the benefit of the rest of your travel policy as long as you comply with the advice of the local authorities. This includes cover for medical expenses, for new or disclosed and accepted conditions (including coronavirus) or are quarantined abroad, after a temperature check, for example.

Please be aware that you are required to disclose medical conditions as is stated in the policy terms and conditions.

Will cover differ if Governments in Scotland, Wales and Northern Ireland take a different approach to travel restriction?

Although FCO advice applies to all British nationals, you also have to be aware of any local restrictions that may affect your travel. This would include the area you live in or the destination you’re travelling to. 

If you book a new trip to a destination where FCO advice, government or local authority advice and all restrictions have been fully removed at the time of taking out your cover or booking the trip –whichever is later – you would be covered for cancellation/coming home early if restrictions are reintroduced.

I’ve previously been diagnosed with coronavirus, do I need to tell you and how will this affect my cover?

Cover will depend on the severity of your symptoms and the medical treatment required. You should check the medical conditions section of your policy booklet to find out what you need to tell us. You must disclose medical conditions as stated in the policy terms and conditions.

I’d like to make a claim

How long will it take you to review my claim?

Please notify the claims team of your intention to claim at the earliest opportunity. Due to the high volume of coronavirus related claims, it may take up to 28 days for them to assess your claim from when it is received.

When you notify the claims team of your claim, they’ll send you a claims pack, with all the information you need to make the claim.

What do I need to provide in order to make a claim?

You’ll need:

  • confirmation of the original booking, including the booking term, detailing which parts are non-refundable
  • evidence that you’ve tried to get your money back through the travel or accommodation provider
  • evidence to show that you’ve approached your payment provider for a refund and they have declined your request
  • where appropriate, details of any self-isolation advice as well as any other advice you’ve received against travel from your GP, the NHS track and trace service or from NHS 111 

Normal policy excess, terms and conditions, exclusions and claims assessment will apply.

For more information on claims, visit our travel insurance claims page.

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Useful information

Finding up-to-date information you can rely on can be challenging. We've put together some trusted sources that you may find useful.

 

GOV.UK

The government's latest support and advice on the coronavirus pandemic.

 

Foreign & Commonwealth Office

Guidance for British people travelling overseas during the coronavirus pandemic.

 

UK Civil Aviation Authority

Information about your rights as an airline passenger and what to do if you can't travel.

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