Travel insurance FAQs
Whether you're a new customer or need to ask about your cover, we're here to help
Before you buy our travel insurance, it's important to know what cover is in place if coronavirus (COVID-19) or any other pandemic impacts your travel plans.
Travel insurance and coronavirus (COVID-19)
The Travel Insurance Policy Wording has certain terms with special meaning, which are shown in bold type.
The terms close relative, colleague, redundant or redundancy, and travelling companion have such special meaning, and we can only cover a claim if they meet the definitions below.
Close relative
Your mother, father, sister, brother, fiancé(e), wife, husband, civil partner, domestic partner, daughter, son, grandparent, grandchild, parent-in-law, son-in-law, daughter-in-law, step family, next of kin or guardian.
Colleague
An associate in the same employment as you in the UK, whose absence from work necessitates your stay in or return to the UK.
Redundant or redundancy
Being made unemployed through the loss of permanent paid employment (except voluntary redundancy), and at the time of purchasing the policy you or your travelling companion had no reason to suspect that you would be made redundant.
Travelling companion
Any person with whom you're travelling or staying, or you've arranged to travel or stay with. This person does not have to be insured by your policy.
These terms are used in the FAQs below.
Your Travel Insurance Policy Wording has full details of the cover that applies.
Am I covered if…
- I fall ill with COVID-19 (or any other pandemic illness) while abroad and need medical treatment?
You are covered for medical claims due to COVID-19 while you're away, as long as you're not travelling against the advice of the Foreign, Commonwealth & Development Office (FCDO) or the equivalent government body in another country.
- I, my travelling companion, close relative or colleague fall ill with COVID-19 (or any other pandemic illness) and can't travel?
You are covered if you have to cancel your trip because you, your travelling companion, close relative or colleague has fallen ill with COVID-19.
You'll need to provide evidence to substantiate your claim such as, but not limited to, a medical certificate or an official test result.
- I or my travelling companion has to self-isolate at home and can't travel?
You are covered if you have to cancel your trip because you or your travelling companion has to self-isolate due to:
- COVID-19 symptoms
- orders from NHS Test and Trace
You'll need to provide evidence to substantiate your claim such as, but not limited to, a medical certificate, an official test result, or a confirmation from NHS Test and Trace.
- I'm denied boarding at an airport because I have symptoms of COVID-19 or another pandemic illness?
You are covered if you're denied boarding at an airport because you have symptoms of COVID-19. In such an event, you'll need to be tested for COVID-19 in line with government guidance.
You'll need to provide evidence to substantiate your claim such as, but not limited to, a medical certificate or the official test result.
- I can't travel due to advice from the FCDO or equivalent government body in another country because they've advised against travel due to a pandemic.
You're not covered to cancel your trip if the FCDO or equivalent government body in another country has advised you not to travel due to a pandemic.
You'll need to contact your travel provider or tour operator to discuss what options are available to you.
- I can't travel due to a local or national lockdown.
You're not covered to cancel your trip if there's a local or national lockdown.
You'll need to contact your travel provider or tour operator to discuss what options are available to you.
- I can't travel due insolvency of the package provider, airline, accommodation provider or their booking agents?
You are covered if you purchase Silver or Gold cover and can't travel because your package provider, airline, accommodation provider or their booking agents have gone insolvent.
We can only cover costs which can't be recovered. You'll need to contact either ATOL, PayPal, or your debit or debit card provider before we can consider your claim.
- I can't travel because I or my travelling companion has been made redundant?
You are covered if you have to cancel your trip because you or your travelling companion has been made redundant.
You'll need to provide evidence to substantiate your claim such as, but not limited to, a letter from your previous employer.
I'm an existing customer
I need to make a claim
Before you make a new claim, contact your travel provider or tour operator first to discuss what options are available to you.
If the travel provider or tour operator can't resolve your particular request, you can still make a claim on your policy.
You can find our contact details here.
|
If your package provider or airline has cancelled your trip, they have a legal obligation to give you a full cash refund. You don't need to accept a voucher for a future booking. If you do accept a voucher, the booking date of the trip will be the date you use the voucher. If the package provider or airline refuses to offer a refund, your debit card or credit card provider may be able to help you. |
How long will my claim take to be settled?
Resolving a claim depends on the nature of each request and the information we need to process it.
You can help us by checking the required documents laid out in your claim pack to evidence the claim. Sending all of them together will reduce requests for further documentation, which could delay your claim.
Travel insurance FAQs
Find out about the EU Entry Exit system (EES)
What is the Entry Exit system?
The EU is planning to introduce a new border control for people visiting the Schengen area. This includes the following contries:
Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and Switzerland.
British nationals visiting the area currently have their passport inspected and stamped when they leave the UK and when they arrive at a European airport or seaport.
In future, the familiar passport system will be replaced by the Entry Exit system (EES), which requires digital identification by photo and fingerprints instead.
How does the Entry Exit system work?
Postponed from November 2024, the EES will start sometime in 2025.
On your first visit to the EU in the new system, passport officers will scan your fingerprints and take a photo as a digital biometric record of your identification.
There will be special booths for this at the arrival or passport points of UK airports, ferry harbours and railway stations. In some cases your digital record may be done at the EU entry point.
On busy routes such as St Pancras Eurostar, Eurotunnel, Port of Dover and international airports you should allow more time for your first EES journey. Your travel operator will give you more information closer to your departure date.
Thereafter on subsequent visits to the Schengen area, passport officers will only check your fingerprints and photo against the digital record, which should be quicker than the passport system.
Your digital record will last for 3 years. While the EES replaces your passport in the EU, you should still carry a valid passport when travelling abroad.
Why is this happening?
The EES will improve border security in the Schengen area, help reduce illegal migration, and also check your total stay in the area is no more than 90 days in every 180 days. For trips longer than 90 days you may need a visa.
Is the EES the same as the European Travel Information and Authorisation System (ETIAS)?
No. While the EES removes the need for a passport at the EU border, the ETIAS is an entry requirement to 30 European countries for a short stay up to 90 days. It is due to come into force 6 months after the EES.
The European countries are:
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland.
The ETIAS process requires you to provide details of yourself and your trip, and pay a small fee in euros. You apply on the official website or app, and you'll need a valid passport and payment card.
The ETIAS authorisation is valid for 3 years, or less if your passport expires before that time. While the ETIAS is done online, the authorisation is checked against your passport when you arrive in one of the European countries. So despite the EES, always carry your passport when you travel.
Your personal travel cover
Can I purchase AA Travel Insurance if I don't live in the UK?
No. The policy only covers UK residents, so non-UK residents are not covered. The UK is defined as England, Wales, Scotland, Northern Ireland, the Isle of Man and the Channel Islands.
Do you have personal liability cover for holiday accommodation?
Personal liability cover is included for temporary rented holiday accommodation, but not if you own the overseas property, or you have the property on any other type of hire.
Is terrorism covered?
Terrorism is covered providing it wasn't already taking place at the beginning of your trip, at the time of purchasing your policy, or when booking your holiday, whichever is the later.
Are the benefits per person?
The benefits are per person unless otherwise stated.
When does the delayed baggage benefit come into force?
If your baggage is delayed for more than 12 hours after your arrival overseas at your final destination, there is cover up to £300 to replace essential items of toiletries, medication and clothing.
If your property is lost permanently, any payment made under delayed baggage will be deducted from the eventual claim for loss, damage or theft.
Am I covered to work or study in Europe?
We cover some types of manual work, but there's no cover for professional entertaining. Study overseas can be covered but doesn't include any professional liability cover or any excluded activity.
Sports and activities
Is sailing covered as an activity?
Sailing is covered providing you're qualified and you're not racing. We don’t cover personal liability for this activity.
Is there cover for water sports?
Jet boating and powerboating are covered as standard, so long as you're not racing or competing.
For an additional premium we can cover:
- High diving, as long as its amateur only and not the main purpose of the trip.
- Scuba diving and mixed gas diving to 40 metres, as long as you're a qualified scuba diver or accompanied by qualified instructor, and not diving alone or involved in cave diving.
There's no cover for motorboats or diving with sharks.
Is cross-country skiing covered?
Pleasure skiing of this type is covered providing you've purchased winter sports and hazardous activities for an additional premium.
What happens if I get hurt while skiing, and I haven't taken out winter sports cover?
You won't be covered for medical costs. Winter sports cover doesn't just add on the specific winter sports (see the policy booklet). It's excluded from all sections of the policy, unless your policy schedule shows that you've bought winter sports cover.
Do I need winter sports cover for ice hockey?
Yes, you do. We can also cover field hockey for an additional premium.
Your health
What if I'm not sure if my medical needs are covered?
First, have a look at our travel Insurance video that explains the importance of declaring your current and pre-existing medical conditions.
Then call us on 0330 123 5485 and we can talk about your conditions.
Lines are open Monday to Friday 8:30am to 8pm, Saturday 9am to 5pm, Sunday 10am to 4pm.