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What’s covered by 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 Private Banking, HSBC Select and Cover, HSBC Insurance Aspects, HSBC Gold MasterCard and HSBC Platinum Credit Card.

 

Last updated: 21 June 2021

Latest update

 * Please note advice around travel may differ between the government traffic light system and FCDO (Foreign, Commonwealth and Development Office) advice. For example, there may be green, amber and red list countries that don't have FCDO advice against travel in place and others that do. It is important you check to see if there's any FCDO advice in place for the country you're travelling to as this may impact your cover.

Before you book a trip or travel you should also check:

  • What current UK Government Covid-19 restrictions are in EnglandScotlandWales and Northern Ireland to see what the rules are in your area and the travel advice for UK residents travelling abroad.
  • The entry requirements for any country you are travelling to or will transit through and the entry requirements for return to the UK.
  • International border closures and travel restrictions abroad. For example, where the UK government has placed a country on the green list, border restrictions may still apply that may stop you from entering. If you book a trip while these restrictions are in place and as a result, have to cancel your trip, you will not be covered.

Proof of Insurance

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 wording contain all the required information.

If you have HSBC Premier, Jade, Insurance Aspects, Gold MasterCard or Platinum Card, please visit www.aviva.co.uk/hsbctravelproof  where you can request this along with a copy of your policy wording.

If you have an HSBC Private Banking MasterCard, please contact your Private Banking Relationship Manager.

Important information

You won’t be covered if you travel against FCDO advice. This exclusion won't apply to some existing policies – Please refer to FAQs.

If all travel restrictions at home and abroad have been removed when you book your trip, you'll be fully covered if the restrictions are reintroduced, prevent you from travelling or are forcing you to return home early.

Travel insurance covers you for unrecoverable costs. Before making 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.

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

If you’re currently abroad, 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

Quarantine or self-isolation

Rescheduled trips

Claims

FCDO/Foreign Office advice

We’re using the familiar name ‘Foreign Office’ to refer to the Foreign Commonwealth & Development Office.

Will I be covered to travel to a country on the amber/red lists or green watchlist if there is FCDO advice in place?

For cover to apply you must follow the advice of the FCDO and local authorities. 

If FCDO advice is in place when you travel the following cover applies:

Am I covered to cancel if the country I am travelling to changes from the green list to the amber or red list, or green watchlist? 

If there is FCDO advice advising against travel in place during the 31 days before departure, you are covered to cancel your trip. This is providing the advice was not in place at the time you booked your trip or opened your account or purchased your cover, whichever is later.

If no FCDO advice against travel is in place and you want to cancel, please contact us to see if we can consider your claim – however you should first contact your travel or accommodation provider to discuss your options.

Will I be covered to travel to a country on the amber or red list, or green watchlist if there is no FCDO advice in place?

Yes, you'll be covered to travel providing no FCDO advice was in place at the time of travel.

Am I covered if I have to come home early if the country I am in changes colour or will change from the green list to the amber or red list, or green watchlist while on my trip?

You will be covered to come home early, providing FCDO advice against travel is in place. However, if no FCDO advice against travel is in place, but you want to return home early, please contact us to see if we can consider your claim.

If the country I am in goes into red unexpectedly during my stay, will you cover costs for hotel quarantine on return to the UK?

Yes. If the country was not on the red list or on the watchlist to move to the red list at the time you left the UK, and there was no FCDO advice in place at the time you left the UK - we will cover hotel quarantine costs on return.

Am I covered to cancel if entry restrictions are imposed on the country I am travelling to (for example, border closures or quarantine)?

Yes, providing there were no entry restrictions or FCDO advice in place at the time of booking the trip or opening your account, whichever is later. However, you should first contact your travel or accommodation provider to discuss your options.

UK Government or local lockdowns

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

If I have to cancel my UK-based trip due to Government or local lockdown restrictions in the UK preventing me from travelling, am I covered?

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

HSBC Gold Mastercard or HSBC Platinum Credit Card customers, unless your journey involves a sea crossing.

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

No, 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, your claim will be considered please contact the Aviva Claims team.

Quarantines / self-isolation

If I’m quarantined at an airport and can’t 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 abroad, am I covered?

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

My travel provider has made it a requirement to have Coronavirus vaccinations before travel with them. What should I do?

If your travel provider has changed the terms of your booking and now requires you to be 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 and policy booklet contain all the required information.

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

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 or booked your original trip – whichever is later. You can only claim if the advice was in place during 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 unrecoverable 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, if you can’t travel due to Foreign Office advice or UK Government lockdown guidelines, you would be covered for cancellation within the 31 days before your departure date, providing the Foreign Office advice wasn’t in place, or hadn’t been announced, when you took out the cover 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 unrecoverable costs.

Claims

Please remember that travel insurance covers you for unrecoverable 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 Helper.
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For any unrecoverable 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 unrecoverable
  • 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 Travel Insurance 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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