I have a Travel or Travel Plus Pack but I don’t have any plans to travel – can I cancel my Pack?

If you no longer need your Travel Pack or Travel Plus Pack, you can remove it in the Barclays app, a branch or by calling 0345 734 5345, even within the six-month minimum term. We’re here Monday to Friday from 9am to 5pm, and Saturdays from 9am to 1pm. Call charges.

Before you remove your Pack, there are some things you might want to consider. 

  • If you bought your Pack and booked a trip abroad before the Foreign, Commonwealth and Development Office (FCDO) advised against all but essential travel to your destination country (and that advice is still in place within 31 days of your departure date), your cancellation costs will be covered. If your trip is in the UK, you’re covered if your holiday accommodation is booked for two or more consecutive nights
  • If you book a holiday when there is FCDO advice in place, you won’t be covered for cancellation costs if you can’t travel because of them, or if you decide not to travel because of the coronavirus (COVID-19) situation. All other cancellation reasons normally covered by the policy will be valid
  • Your fully comprehensive RAC breakdown cover will still be available 24 hours a day in the UK. If you have RAC European Breakdown Cover and need our help, we’ll rescue you as normal, but there may be delays if there are local restrictions. There may also be delays in finding hire cars, hotel accommodation, and getting your car home if it can’t be fixed
  • If you have a Travel Plus Pack and want to change it to a Travel Pack, call us on 0345 734 5345. Your pack features and benefits may change, so please read T&Cs carefully

If you have a Travel Pack or Travel Plus Pack and need to provide proof of insurance, please go to Aviva’s website, where you can request this and a copy of your policy booklet.

How does coronavirus affect my travel insurance?

Advice around travel may differ between the government traffic light system and FCDO 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’s important you check if there is any FCDO advice in place for the country you’re travelling to because it might impact your cover.

Please check the rules in England, Scotland, Wales and Northern Ireland to see what current coronavirus restrictions are in your area and the government’s travel advice for British people travelling abroad. 

Before you book a trip or travel, you must check the entry requirements for any country you’re travelling to or through, and the entry requirements for your return to the UK. Different countries have different entry requirements – for example, you may need a negative coronavirus test or proof of vaccination. You might also need to quarantine when you arrive.

For international travel, you also need to be aware of 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 to that country that will stop you from entering it. If you book a trip while these restrictions are in place and they mean you have to cancel your trip, then you won’t be covered.

If you book a trip or purchase your pack (whichever is later) while FCDO advice against travel is in place, then you won’t be covered if you have to cancel your trip because of that advice.

We’ll keep reviewing the government’s advice and update our information accordingly. If you’re currently abroad, please visit the FCDO website for advice on getting home.

Refundable costs

Travel insurance covers you for non-refundable costs. Before you make a claim, or if your travel provider has changed the terms of your booking, you should contact your airline first, or your travel or accommodation provider, to find out if they’ll refund your money.

If you booked a now-cancelled package holiday, your travel provider must give you a full refund under the Package Travel Regulations 2018. You can also contact your payment provider for a refund if you paid for any part of your trip with a credit or debit card or PayPal, which would mean you have no policy excess to pay. If you can’t recover your costs, please contact us and we’ll consider your claim.

We’ve tried to answer your specific questions around coronavirus below. Please read everything so you’re clear what exclusions and restrictions apply, as more than one scenario may be relevant to you.

What evidence do I need to make a travel insurance claim?

You’ll need

  • Confirmation of the original booking and booking terms, and which parts of it are non-refundable
  • Evidence you’ve tried to get your money back from your travel or accommodation provider
  • Any evidence that shows you haven’t been successful in getting a refund from elsewhere
  • Where appropriate, details of any self-isolation advice as well as advice against travel you’ve been given by your GP, NHS 111 or the NHS Test and Trace service

For all claims, our normal policy terms, conditions, exclusions and claims assessment apply.

How long will it take for my claim to be processed?

As soon as you’ve notified us of your claim, we’ll send you a claims pack with the information you need. To make sure your claim is handled as quickly as possible, please follow the instructions in this pack.

When we’ve got your details, we’ll assess your claim. If it’s successful, we’ll send you the money within 28 days.

Am I covered to cancel my trip if the country I’m travelling to changes from the green list to the amber, red or green watchlist?

Travel information may differ between the government traffic light system and FCDO advice.

You’re covered to cancel within 31 days before departure, as long as FCDO advice against travel is in place. However, you’re not covered if this advice was in place when you booked your trip or bought your cover (whichever is later). 

If there’s no FCDO advice against travel in place but the country you’re travelling to has been added to the amber or red list, and you want to cancel anyway, please contact your travel or accommodation provider first to discuss your options. After that, you can contact us to see if we can consider your claim.

Am I covered if I travel to a country the FCDO advises against travelling to, or that’s on the amber or red list?

Yes, you’ll be covered as long as you follow the advice of the local authorities.

You won’t be covered if FCDO advice was in place at the start of your trip and you decide to come home early because of it.

Am I covered if I catch coronavirus while I’m abroad?

Yes, you’ll be covered for emergency medical expenses.

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

As long as there’s no FCDO advice against travel in place when you leave the UK, you’ll be covered to come home early if FCDO advice comes into place while you’re on your trip.

If there’s no FCDO advice against travel in place, but you want to return home early anyway, please contact us to see if we can consider your claim.

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

As long as the country wasn’t on the red list, on the watchlist to move to the red list, and there was no FCDO advice in place when you left the UK, we’ll cover your hotel quarantine costs when you return.

Am I covered if I have to cancel my trip abroad because government or local lockdown restrictions in the UK prevent me from travelling?

Yes, as long as there were no UK government or local lockdown restrictions announced or in place when you took out the cover or booked your trip – whichever was later.

Am I covered if I have to cancel my UK-based trip because of government or local lockdown restrictions in the UK?

Yes. As long as you have at least two consecutive nights’ pre-booked accommodation or prepaid flights or ferry crossings, and there were no UK government or local lockdown restrictions announced or in place when you took out the cover or booked the trip – whichever was later.

Am I covered if I can’t travel because I haven’t had my coronavirus vaccinations?

No, you won’t be covered if you can’t travel because you haven’t had your coronavirus vaccinations. You should contact your travel provider to see if you can reschedule your holiday dates for after your vaccinations. If you booked your holiday before 17 March 2020 and can’t reschedule, then get in touch with us and we’ll see if we can help.

Am I covered to cancel if entry restrictions are imposed on the country I’m travelling to – such as border closures or quarantine?

Yes, as long as there were no entry restrictions or FCDO advice in place when you booked the trip or took out your cover – whichever was later. However, you should contact your travel or accommodation provider first to discuss your options.

Am I covered if I want to cancel my trip because of new rules that mean I have to quarantine on arrival abroad?

You’re covered for cancellation if a quarantine is imposed at your destination, as long as there were no restrictions announced or in place when you took out your cover or booked your trip – whichever was later. These restrictions include quarantine, local lockdowns and self-isolation periods.

You aren’t covered for cancelling because of coronavirus if any restrictions were in place when you booked the trip – such as FCDO advice, quarantine, self-isolation periods or local lockdowns.

Am I covered if I’m quarantined at an airport and can’t continue my trip because of a medical assessment or temperature check?

Yes, you’ll be covered if you’re quarantined at an airport.

If you have to abandon your trip and come home early, we’ll also pay costs for accommodation you haven't been able to use, as well as additional travel and accommodation costs to let everyone insured under the pack come home, as long as you’d booked a return trip.

Am I covered if I need to cancel my trip because I’ve contracted coronavirus or I’m advised to isolate – for example by the NHS Test and Trace service?

Yes, you’ll be covered in both cases, as long as you haven't told us about a previous coronavirus infection and we’ve excluded it from your cover.

I’ve previously been diagnosed with coronavirus. Do I need to tell you, and how will this affect my cover?

Cover will depend on the severity of your symptoms and if you received any advice, medication or treatment. You have to disclose any medical conditions as stated in the policy terms and conditions. You can check the medical conditions section of your policy booklet to find out what you need to tell us.

My travel provider has made it a requirement to have coronavirus vaccinations before being allowed to travel – what should I do?

If your travel provider has changed the terms of your booking, you should discuss your options with them.

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

You can request this, and a copy of your policy booklet, on Aviva’s website.

Am I covered if my flight or cruise is still scheduled to leave, but I want to cancel my trip because FCDO advice against travelling abroad is in place?

Yes, as long as the FCDO advice wasn’t announced or in place when you took out your cover or booked your trip – whichever was later. You can only claim in the 31 days before you’re due to travel.

I’m currently stuck abroad. Can you help?

If you can’t get home before your travel insurance ends, you’ll need to contact us. Please also check with your airline or travel provider, and the FCDO website, for advice about the country that you’re in.

If you’re in real need, contact the FCDO’s consular assistance helpline on 020 7008 1500.

Can I still call the RAC if I breakdown in the UK or abroad?

If you have a Breakdown Cover Pack, Travel Pack or Travel Plus Pack, you can still call the RAC for help 24 hours a day.

Find the latest updates from the RAC at rac.co.uk/COVID-19.

RAC patrol teams are taking all necessary precautions to keep you safe by wearing protective gloves, cleaning surfaces they touch with wipes and following government guidelines on social distancing.

The RAC Remote Technician service might be able to fix the issue and get you back on the road just by using your smartphone.

I can’t afford my Travel Pack, Travel Pack Plus or Premier Travel Plus Pack fee – what can I do?

Please contact us on 0333 202 7412. We’re here Monday to Friday from 9am to 5pm, and Saturdays from 9am to 1pm. Call charges.