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What’s covered by HSBC Travel Insurance?

We’ve put together some frequently asked questions about the coronavirus (COVID-19) pandemic.

 

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

 

Published: 30 March 2022

Latest update

The rules for travel due to coronavirus restrictions can change unexpectedly, both in the UK and abroad. Before booking any trip it's important to make sure you fully understand the financial risks, and book using flexible options wherever possible.

Travel insurance is designed to protect you against unforeseen and unexpected events, but not all circumstances are covered. Please make sure you understand the terms and conditions of your booking and any travel insurance policy you have or intend to buy.

Foreign, Commonwealth and Development Office (FCDO) advice

Under the terms of the policy it's essential you check the FCDO website for your destination before you book a trip or purchase your travel insurance (whichever is later). FCDO travel advice provides COVID-19 guidance and tells you about the risks of travelling abroad. Their advice is constantly being reviewed, and they may advise against non-essential travel to some countries and territories.

Different countries may also have different entry requirements, for example, you may require a negative COVID-19 test or proof of vaccination to enter. You also might need to quarantine when you get there or when you get home, while some countries still aren’t accepting visitors at all.

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

You can stay up to date with the latest foreign travel advice on the GOV.UK website.

Telling us if you’ve had COVID-19

If you or anyone covered by your policy has previously tested positive for COVID-19, then you only need to tell us about this if you or they have been prescribed medication by a doctor, visited hospital or A&E, or have been referred for investigations or treatment. If this applies to you or anyone covered by your policy, you will need to tell us and we'll ask you some medical screening questions and confirm if we can cover the condition. You should check the Your Health section of your policy terms and conditions for full information about existing medical conditions.

Frequently asked questions

Here you’ll find answers to your specific questions around COVID-19. 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:

FCDO advice

What would be considered as essential travel?

At the moment, the FCDO advises that you don’t travel to red list countries, unless it's essential travel. We wouldn't consider a holiday or leisure trip as essential travel. This is in line with current government guidelines for COVID-19. Urgent family commitments (for example to provide care for vulnerable dependents or for compassionate reasons) would be considered essential.

Entry requirements for return to the UK

You’ll need to check the entry requirements for when you return to the UK. This is essential as they may vary depending on which countries you have travelled to. EnglandWalesScotland and Northern Ireland have slightly different rules and you need to be aware of the travel rules that apply to you.

FCDO and government travel rules

Will I be covered to travel to a country if FCDO advice against travel is in place?

Will I be covered to travel to a country if it is added to the red list?

At the moment, the FCDO advises that you don’t travel to red list countries unless it’s essential travel. You’ll only be covered if the trip is essential travel. An example of essential travel could be travelling for urgent family reasons - holidays don’t count. This is in line with the current government guidelines for COVID-19, and set out by the FCDO.

This is subject to your policy terms and exclusions, which you'll find in your policy documents.

You can stay up to date with the latest foreign travel advice on the GOV.UK website.

If the country I’m travelling to is added to the red list and I want to cancel my trip, will I be covered?

Our travel insurance doesn't cover you if the country you’re booked to travel to is added to the red list. However, if the FCDO advise against all but essential travel in the 31 days before your trip you would be covered to cancel. If you want to cancel, first get in touch with whoever you booked with to talk about your options. If you’re unable to reschedule or get your money back, get in touch with the Aviva claims department and they'll consider your claim.

Your claim won't be considered if the country was on the red list or announced it would be moving to the red list, or any entry restrictions or FCDO advice against travel were in place at the time you booked your trip or purchased your cover (whichever is later).

If there are border closures, or a stay at home lockdown at my intended destination, or a foreign government bans non-essential travel from the UK, will I be covered if I need to cancel my trip?

Your travel provider should be able to help with this so get in touch with them first to talk about your options. If you can't reschedule, you’ll be able to make a claim if the restrictions are in place in the 31 days leading up to your trip.

You’ll only be able to do this if there weren’t any entry restrictions or FCDO advice against travel in place when you booked your trip or took out your cover (whichever is later).

Quarantine and self-isolation

If the country or region I am in is added to the red list unexpectedly, will you cover hotel quarantine costs when I return to the UK?

Yes. We'll cover your hotel quarantine costs when you get back to the UK, as long as the country you travelled to was not on the red list or announced it would be moving to the red list, and there wasn't any FCDO advice against travel, when you left the UK or when the trip was booked.

If I’m unexpectedly quarantined at an airport and can’t continue my trip because of a medical assessment, temperature check or test result, am I covered?

Yes. If you unexpectedly need to quarantine, we'll cover any extra travel and accommodation costs to make sure everyone who's insured under the policy gets home safely, as long as a return trip was booked. We'll also pay costs for any accommodation you haven't been able to use.

It's important to check the entry requirements for your destination before you book. You won't be covered if you don't meet these.

If I get coronavirus or I’m advised to self-isolate before I travel, am I covered?

Yes, you're covered for cancelling your trip, subject to any medical exclusions.

Before you book a trip, you should check to see if we can cover any existing medical conditions that you or anyone covered by the policy has. Please check the Medical Conditions section of the policy booklet.

If you or anyone covered by your policy has previously tested positive for COVID-19, then you only need to tell us about this if you or they have been prescribed medication by a doctor, visited hospital or A&E, or have been referred for investigations or treatment. If this applies to you or anyone covered by your policy, you will need to tell us and we'll ask you some medical screening questions and confirm if we can cover the condition.

For HSBC Select and Cover customers
 

Yes, you're covered for cancelling your trip, subject to any medical exclusions.

You should check the Your Health Section of your policy booklet to find out what cover you have for existing medical conditions before you book. If you were admitted or had treatment in a hospital or out-patient clinic as a result of having Covid-19 in the 3 months prior to booking your trip, or you're awaiting treatment or results of investigations, then you will not be covered

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

Yes. As long as you didn’t travel against FCDO or any other government advice, you're covered.

We'll help out with emergency medical treatment and extra accommodation and travel costs if you need to stay longer than you expected (up to the limits outlined in your policy documents).

If I’m advised to self-isolate while I’m on a UK holiday, am I covered?

Yes. As long as you didn’t travel against government advice, you're covered. We'll help out with extra accommodation and travel costs if you have to stay longer than you expected (up to the limits outlined in your policy documents).

COVID-19 and vaccinations

If I get COVID-19 while I’m abroad, am I covered for medical treatment?

You’re covered if you didn't travel against FCDO advice or other government advice, and you follow local advice, subject to any medical exclusions.

Before you book a trip you should check to see if we can cover any existing medical conditions that you or anyone covered by the policy has. Please check the Medical Conditions section of the policy booklet.

If you or anyone covered by your policy has previously tested positive for COVID-19, then you only need to tell us about this if you or they have been prescribed medication by a doctor, visited hospital or A&E, or have been referred for investigations or treatment. If this applies to you or anyone covered by your policy, you will need to tell us and we'll ask you some medical screening questions and confirm if we can cover the condition. 

For HSBC Select and Cover Customers

As long as you didn't travel against FCDO advice or other government advice, and you follow local advice, you're covered for emergency medical treatment abroad, subject to any medical exclusions.

You should check the Your Health Section of your policy booklet to find out what cover you have for existing medical conditions before you book. If you were admitted or had treatment in a hospital or out-patient clinic as a result of having Covid-19 in the 3 months prior to booking your trip, or you're awaiting treatment or results of investigations, then you will not be covered.

I’ve previously had coronavirus. Do I need to tell you and how will this affect my cover?

For Premier, Jade, Aspects, Gold MasterCard, Platinum Card and Private Banking MasterCard customers

If you or anyone covered by your policy has previously tested positive for COVID-19, then you only need to tell us about this if you or they have been prescribed medication by a doctor, visited hospital or A&E, or have been referred for investigations or treatment. If this applies to you or anyone covered by your policy, you will need to tell us and we'll ask you some medical screening questions and confirm if we can cover the condition. You should check the Your Health section of your policy terms and conditions for full information about existing medical conditions.

For Select and Cover customers

You don’t need to tell us, but you should check the Your Health Section of your policy booklet to find out what cover you have for existing medical conditions. If you were admitted or had treatment in a hospital or out-patient clinic as a result of having Covid-19 in the 3 months prior to booking your trip, or you're awaiting treatment or results of investigations, then you will not be covered.

If I can’t travel because I haven’t had my coronavirus vaccinations, or I don’t meet the entry requirements for the country I’m travelling to, am I covered?

There is no cover under the policy if you can’t travel because you’ve not had required COVID-19 vaccinations or you're unable to meet the entry requirements. You should contact your travel provider to see if you can reschedule your trip.

Proof of cover

My tour operator has asked me to provide proof of insurance. Where can I get this? 

Claims

Please remember that travel insurance covers you for unrecoverable costs. Your first step should be to contact your airline, or your 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, debit card or PayPal, you may also need to contact your payment provider about getting a refund.

Claiming a refund from either your travel operator or your card provider may be better for you than claiming through your travel insurance. That's because 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.

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've 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 the Aviva Travel Insurance claims team as soon as possible to let them know you intend to make a claim. It may take up to 28 days for your claim to be assessed once it's received because of the high volume of coronavirus-related claims.

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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