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COVID-19 FAQs

At these difficult times, we have separated out our COVID-19 specific frequently asked questions.

Simply read through the questions and answers below to learn more about how our policy works when travelling during the pandemic.

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COVID-19 FAQs

    A CSIS Travel Insurance policy will not provide cover if you decide to travel against the advice of the FCDO. This would be for ‘All Travel’ and ‘All but Essential Travel’. If you choose to travel to an area, country or region where a travel warning is in place from the FCDO the policy will not cover you and any subsequent claim will be rejected.

     If the area is classified as ‘All but Essential Travel’ and you are still planning to go you must ensure there is adequate travel insurance cover in place, which may require an alternative policy to cover the one-off trip.

    The FCDO does not have a definition of what they class as ‘Essential Travel’. The FCDO website states ‘Whether travel is essential or not is your own decision. You may have urgent family or business commitments to attend to. Circumstances differ from person to person.

    Only you can make an informed decision based on the risks’. However, as above, if you choose to travel to an area, country or region where a travel warning is in place from the FCDO then the policy will not cover you and any subsequent claim will be rejected.

    If you contract COVID-19 and require medical treatment, then yes cover will be in place for emergency and necessary treatment. Customers should be aware that our policies are travel insurance policies and not private medical insurance meaning that there is no cover for any medical expenses incurred in private medical facilities if we have confirmed that medically capable public facilities are available.

    Please contact our Medical Emergency Assistance Team if you require medical treatment on +44 (0)1444 454 540.

    Our policies will provide cover for repatriation (bringing you home) if this is medically necessary. Our Assistance Team will liaise with your treating doctor(s) about your treatment plan and if required obtain a ‘fit to fly’ certificate. We also liaise with you and advise on, and put in place, suitable repatriation plans to get you home as soon as it is medically safe to do so in order to achieve your optimal recovery. Our team are unable to make arrangements to repatriate you where it is against local advice, where travel is restricted or where you would pose a risk to other passengers.

    A CSIS Travel Insurance policy provides cover for COVID-19 under the medical section, meaning that you will be covered for emergency and necessary treatment, and if there is a medical requirement to bring you home.

    For trip cancellation, if you, a relative, a member of your household or travelling companion or friend with whom you had arranged to stay has a positive diagnosis of COVID-19, certified by a medical practitioner, within 14 days of your booked departure, each insured person will be covered for cancellation costs up to the sum shown in the table of benefits.

    We advise travellers who have booked package holidays to a destination affected by the viral outbreak and are looking to cancel their trip or amend their travel plans to contact their travel agent or tour operator in the first instance. Consumer advice for travellers is available from ABTA.

    There is no cover under this policy for:

    • Cancellation, abandonment or curtailment claims if the Foreign, Commonwealth & Development Office (FCDO) advises you not to travel, for example where the FCDO advise against all but essential travel to an area affected by Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2) or any mutation of Coronavirus, COVID-19 or SARS-COV-2.
    •  Any disinclination to travel.

    Cover may be extended for the following reasons:

    -          If you are hospitalised, require medical treatment and are unable to fly.

    -          If your transport is disrupted or delayed.

    -          If you cannot return home for any reason beyond your control.

     Please read the policy wording for more information on this.

    Unfortunately, there is no cover for any losses as a result of enforced quarantine or any other consequential costs such as loss of earnings.

    From the 15th February, the government has implemented a policy where travellers from certain countries on the red listmust quarantine in various hotels arranged by the government.  This must be pre-booked before arriving into the United Kingdom using the online booking system.

    Please check the local government requirements where you reside as the advice differs depending on which country you reside in.

    If you are confined to your trip accommodation your policy may contribute towards the cost of food and additional accommodation; some may also include the additional costs of getting home. We would ask that you check your specific policy wording for more information on this.

    If you travel to an area which the FCDO advise against travel to, there would be no cover under the travel insurance policies as this would be considered a known event.

    If you travel to an area and the FCDO advice changes after leaving home, you should contact your travel agent or tour operator for information on the availability of flights or refunds in the first instance.

    If you are refused entry at passport/border control, you should contact your airline or transport provider to arrange to change your return ticket to allow you to come home early.

    There is no cover for any expenses incurred which would not be covered under the specific “COVID-19” section of the policy wording. This would include missed departure / delayed departure.

    You should follow any instructions issued by the local authorities if you have to enter some form of quarantine.

    Travellers should contact their travel agent or tour operator for assistance in the first instance.

    Unfortunately, if you are on a trip and want to extend your cover we will be unable to do so. The policy will expire at the originally agreed date. The only exception to this is if you need to extend your policy following a change in travel plans as a result of the airline reduction and border closures.

    In which case, you may extend the policy if:

    • it hasn’t expired
    • no claims have been made or are to be submitted,
    • there has been no change in medical conditions, up to 7 days.

    However, only a maximum of 7 days will be granted and no further extension will be given. If you have a valid insurance claim the usual criteria applies with regards to your insurance extended as part of the assistance case or travel delay after checking in baggage.

    On a single trip policy, if you are offered an alternative date, we will shift your insurance policy to fit the new trip without any administration charges, providing the new trip is for the same duration and to the same location or geographical area and you are not making a claim. You can do so by calling us on +44 (0) 01622 766960.

    However, if there is a change of destination or additional duration then you will be charged the appropriate additional premium. If your health has changed you may need to rescreen or reconsider cover.

    We would suggest that if you have not started that part of your journey you contact your airline to change your travel plans to move on to the next part of your itinerary.

    If you arrive at your stop-over airport and entry is denied due to the virus you should contact your airline to change your travel plans to move on to the next part of your itinerary.

    We wish to help our customers as much as possible, especially during such a testing time. If your travel plans have been changed to a new date we may be able to amend your policy dates. If your travel plans have been cancelled and you purchased a CSIS Single Trip insurance a pro-rata refund may be considered.  Please see ‘Transfer of Trips’ above for more information.

    For CSIS Annual multi-trip policies, should the policy not have been used, or intended to be used, for the period of cover then we can provide a pro-rata refund for each full month of cover remaining on the policy. Refunds are provided on the understanding that there have been no claims made or intending to be made.

    Full cancellation terms can be found on your policy wording.

    If you wish to discuss this with us, please call 01622 766960.

    If you contract COVID-19 and require medical treatment, then yes cover will be in place for emergency and necessary treatment. Customers should be aware that our policies are travel insurance policies and not private medical insurance meaning that there is no cover for any medical expenses incurred in private medical facilities if we have confirmed that medically capable public facilities are available.