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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.

 

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 Credit Card.

 

Last updated: 21 April 2021

Latest update

Please check the UK government’s coronavirus page for the current restrictions in your area. Also check the government’s foreign travel advice for all countries you’ll visit as new rules and restrictions may be introduced with little warning.  

If you book a trip while these restrictions are in place or before the UK government (or the devolved government in your home country) confirms the dates that travel will be allowed and these restrictions result in you having to cancel your trip, then you won’t be covered. 

You’re not covered if you travel against the advice of the Foreign, Commonwealth & Development Office (FCDO) unless your travel is essential and legally permitted. This exclusion won’t apply to some existing policies. Please refer to ‘If I travel to a country against Foreign Office advice, am I covered?' for more details.

If all travel restrictions have been removed when you book your trip, you’ll be fully covered if restrictions are reintroduced which prevent you from travelling or force you to return home early.

Travel insurance covers you for non-refundable costs. Before you make a claim or if your travel provider has changed the terms of your booking, you should first contact your travel or accommodation provider to discuss your options.

We continue to review the government’s advice and update our FAQs in line with this. If you’re currently outside the UK, please visit the FCDO website for advice on getting home..

Frequently asked questions

Here you’ll find answers to your specific questions around coronavirus. Please read through all the questions so you’re clear what exclusions and restrictions apply, as more than one scenario may be relevant to you.

Find answers to questions on:

Foreign Office advice

UK Government and local lockdowns

Quarantines / self-isolation

Evidence of insurance and vaccination requirements

Flight cancellations

Rescheduled trips

Claims

Foreign Office advice

Note, we’re using the familiar name ‘Foreign Office’ to refer to the Foreign Commonwealth & Development Office.

If I travel to a country against Foreign Office advice, am I covered?

If the Foreign Office now advises against travel to the country I’m due to visit, can I cancel?

Yes, providing the advice was not in place or had not been announced when you took out the cover, opened your account or booked your trip, whichever is later. You can only make a claim if the advice is in place during the 31 days before you’re due to travel.

If I have to come home early because the Foreign Office now advises against travel to the area where I’m staying, am I covered?

Yes, providing the advice was not in place or had not been announced when you left for your trip.

If the Foreign Office now advises against travel but my flight is still due to leave, can I cancel?

Yes, providing the advice was not in place or had not been announced when you took out your cover, opened your account or booked your trip, whichever is later. You can only make a claim if the advice is in place during the 31 days before you’re due to travel.

If Foreign Office restrictions were in place when I booked my trip or took out my travel cover but these have now been lifted, am I covered?

You won’t be covered for cancellation or abandonment if restrictions were in place when you booked your trip/opened your account or took out your cover (whichever is later). However, if the restrictions are lifted when you travel, the rest of your policy cover will be in place including disclosed medical conditions such as Covid 19.

UK Government and local lockdowns

If I have to cancel my trip outside the UK because of government or local UK lockdown restrictions preventing me from travelling, am I covered?

Yes, providing no UK government or local lockdown restrictions were in place or had been announced when you took out the cover/opened your account or booked your trip, whichever is later.

If I have to cancel my UK-based trip because of government or local UK lockdown restrictions preventing me from travelling, am I covered?

Yes, providing your trip involves a stay of at least 2 consecutive nights with pre-booked accommodation (and/or prepaid flights or ferry crossings if you have HSBC Premier, Jade or Insurance Aspects) and no UK Government or local lockdown restrictions were in place or had been announced when you took out the cover/opened your account or booked your trip, whichever is later.

UK Government and/or local lockdown restrictions have been lifted but I don’t want to risk travelling, can I cancel?

You won't be covered if you don’t want to risk travelling when all travel restrictions have been lifted – However, if you booked your trip before 17 March 2020 when the first lockdown began, a claim will be considered please contact the Aviva Claims team.

Quarantines/self-isolation

If I have to quarantine when I arrive overseas, can I cancel?

Yes, providing there were no restrictions in place or had been announced, such as quarantine, local lockdowns and self-isolation when you took out the cover/opened your account or booked your trip, whichever is later.

If I have to quarantine when returning to the UK, can I cancel?

You won’t be covered for cancelling your trip if you have to quarantine after your trip has ended. However, if you booked your trip before 22 May 2020 when mandatory quarantine was first introduced, your claim will be considered. Please contact the Aviva claims team.

If I’m quarantined at an airport and cannot continue my trip, am I covered?

Yes, you’re covered for accommodation costs you haven't been able to use, and that you can't recover from elsewhere. Providing a return trip was booked, you’re also covered for additional travel and accommodation costs so everyone insured under the policy can return home.

If I get COVID-19 or I’m advised to self-isolate before I travel, can I cancel?

Yes, you're covered for cancelling your trip

If I get COVID-19 or I’m advised to self-isolate while I’m outside the UK, am I covered?

Yes, you're covered under the emergency medical section if you need to quarantine.

Evidence of insurance and vaccination requirements

My travel provider has made it a requirement to have had Coronavirus vaccinations before being allowed to travel with them, what should I do?

If your travel provider has changed the terms of your booking and now require you to have been vaccinated before travelling, you should contact your travel provider to discuss your options.

My tour operator has asked me to provide proof of insurance, where can I get this

If you have an HSBC single or annual multi-trip policy and have been asked to provide proof of insurance to your tour operator and require written confirmation, your policy schedule and policy booklet contain all the information you need.

If you have HSBC Premier, Jade or Insurance Aspects, please visit www.aviva.co.uk/hsbctravelproof  where you can ask for this along with a copy of your policy booklet.

Flight cancellations

If the airline or travel provider cancels my flight, am I covered?

Your travel insurance will cover you if the costs are not recoverable. In the first instance you must contact your airline or travel provider to find out what your options are. If your flight is covered by the EU Passenger Rights Regulations, you should be able to recover the payment made from the airline, travel provider or the issuer of your payment (providing you paid using Visa, Mastercard or PayPal).

For more information, see the Civil Aviation Authority’s guidance for passengers.

Rescheduled trips

If my original trip has been rescheduled but I now have to cancel because of the Foreign Office advice, am I covered?

Yes, providing the Foreign Office advice wasn’t in place, or hadn’t been announced, when you took out the cover/opened your account or booked your original trip – whichever is later. You can only claim in the 31 days before you’re due to travel. However, you must first contact your travel provider or payment provider for a refund because travel insurance only covers you for non-refundable costs.

If my travel provider gave me a voucher or credit note, will I be covered if I rebook but can’t travel due to Foreign Office advice?

Yes, you are covered for cancellation within the 31 days before your departure date if you can’t travel due to Foreign Office advice or UK Government lockdown guidelines, providing the Foreign Office advice wasn’t in place, or hadn’t been announced, when you took out the cover/opened your account or booked your original trip – whichever is later. However, you must first contact your travel provider or payment provider for a refund because travel insurance only covers you for non-refundable costs.

Claims

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

If you booked a package holiday which has now been cancelled, the travel provider you booked with should provide you with a full refund of any payments made under the Package Travel Regulations 2018.

If you paid for any part of your cancelled trip with your credit or debit card, or PayPal, you may also need to contact your payment provider about obtaining a refund.

Claiming a refund from either your travel operator or your card provider may be better for you than claiming via your travel insurance, as you may be able to claim the full amount you paid without having to pay an excess. You could also potentially recover losses for all the party members on the booking, some of whom may not have taken insurance. You can find out more about this at Money Advice Service.

For any non-refundable costs, please contact the Aviva claims team.

What will I need to make a travel insurance claim?

You’ll need to provide:

  • confirmation of the original booking and booking terms, and which parts of it are non-refundable
  • evidence you’ve contacted your travel or accommodation provider to claim a refund
  • if you’ve approached your payment provider for a refund, any evidence they have provided to show that they have declined your request
  • where appropriate, details of any self-isolation advice you’ve been given by either your GP, the NHS track and trace service, or from NHS 111

For all claims, normal policy terms and conditions, exclusions and claims assessments apply.

How long will it take for my claim to be processed?

Please contact Aviva’s claims team as soon as possible to let them know you intend to make a claim. Due to the high volume of coronavirus-related claims, it may take up to 28 days for your claim to be assessed once it's received.

When you notify the Aviva travel insurance claims team of your claim, they’ll send you a claims pack with all the information you need. Please follow the guidance carefully to avoid any delays in processing your claim.

We're here to help

 

Information about travel insurance coverage for future travel plans during the coronavirus pandemic.

 

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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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