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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 MasterCard.

 

Last updated: 21 December 2020

Latest update

The Foreign Commonwealth & Development Office (FCDO) continues to advise against non-essential international travel, except to those countries and territories listed as exempt. To check the current status of a country or territory, visit the FCDO foreign travel advice page.

This information will continue to be reviewed and updated in line with the FCDO's advice. If you’re currently abroad, please visit the FCDO website for advice on getting home.

You also need to be aware of any local restrictions/lockdowns that apply where you live or to your travel arrangements. Travel restrictions may vary according to your home nation. Please visit the GOV.uk website to check if there are any restrictions where you live.

If there are any travel restrictions in place when you buy your cover or book your trip (whichever is later), you won’t be covered for cancellation or abandonment due to those restrictions.

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 lead to a better outcome for yourself 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 further useful information on this topic on the Money Advice Service website.

 

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

Answers to questions you may have

What if I travel to a country where the FCDO is advising against travel?

What if I have to cancel my trip due to the FCDO advice against travelling to the country I’m due to visit?

You’re covered, providing no FCDO advice against travel was in place or had been announced when you took out the cover or booked your trip - whichever is later. You can only make a claim if the advice was in place during the 31 days before you’re due to travel.

What if I have to come home early as a result of FCDO advice against travel to the area I am staying in?

You're covered, providing the advice was not in place or had not been announced when you left for your trip.

What if I have to cancel my trip abroad due to UK Government or local lockdown restrictions preventing me from travelling?

You’re covered, 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.

What if I have to cancel my UK-based trip due to UK Government or local lockdown restrictions? 

You’re covered, providing you have at least 2 consecutive nights’ pre-booked accommodation, 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.

What if I want to cancel my trip abroad due to new rules which mean I have to quarantine on arrival?

You'll be covered for cancellation if a quarantine is imposed at your destination, providing no restrictions were in place or had been announced when you took out the cover or booked your trip - whichever is later. This includes quarantine, local lockdowns or self-isolation.

You aren’t covered for cancelling due to COVID-19 if restrictions were already in place when you booked the trip – such as FCDO advice, quarantine, self-isolation periods or local lockdowns.

What if I want to cancel my trip due to a mandatory quarantine when I return to the UK from my destination?

You won’t be covered for cancelling your trip in the event you must quarantine after your trip has ended. However, depending on your circumstances, Aviva may consider your claim if the trip was booked before any mandatory quarantine was introduced to the area you are travelling to on 22 May 2020. Please contact the claims team before taking any action.

What if I am quarantined at an airport and cannot continue my trip as a result of a medical assessment or temperature check?

If you have to abandon your trip and come home early, Aviva will pay the cost of accommodation you haven't been able to use, and that you can't recover from elsewhere. They'll also cover additional travel and accommodation costs so that everyone insured under the policy can return home, providing a return trip home was booked.

What if I need to cancel my trip because I have tested positive for COVID-19, or I’m advised to isolate by the NHS Test and Trace service?

You'll be covered by your travel insurance policy if you need to cancel your trip.

If you test positive for COVID-19 or get a notification while you’re abroad, you'll be covered under the emergency medical section if you need to quarantine. 

What if the airline or travel provider cancels my flight?

You should contact your airline or travel provider in the first instance to find out what your options are.

If your flight was covered by the EU Passenger Rights Regulations (flights departing from a UK or EU airport and operated by any airline, or arriving at a UK or EU airport and operated by a UK or EU airline), the airline you booked with should provide you with a full refund of the price paid for the ticket, or an alternative flight.

Your travel insurance covers you for non-recoverable costs. If your flight is covered by the EU Passenger Rights Regulations, any payment made for the cancelled flight should be recoverable from the airline or travel provider, or payment provider, and are not covered by your travel insurance.

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

What if I want to cancel my trip if FCDO advice against travelling abroad is in place, but my flight is still due to leave?

You’re covered, providing the advice was not in place or had not been announced when you took out your cover 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.

What if UK Government lockdown restrictions have been lifted but I don’t want to risk travelling?

If all travel restrictions have been lifted and you haven’t been told to isolate by the NHS Test & Trace service, then you won't be covered if you decide to cancel your trip because you don’t want to risk travelling.

However, if you booked your trip before 17 March 2020 and have concerns about travelling due to medical or government advice regarding your personal circumstances, please contact the Aviva travel insurance claims team before making any decisions, so they can consider your claim.

I’ve previously had COVID-19. Do I need to tell Aviva and how will this affect my cover?

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

I’m currently stuck abroad, what do I do?

If you’re stuck abroad and can't get home before your travel insurance cover ends, you must contact Aviva. Please also check with your airline or travel provider and the FCDO website for advice about the country you’re visiting.

If you need urgent help, you can contact the FCDO’s consular assistance helpline on 020 7008 1500.

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
  • any evidence your payment provider have provided to show that they have declined your request, if you’ve approached your payment provider for a refund
  • 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 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.

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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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