Travel Pack and Travel Plus Pack: Coronavirus (COVID-19) FAQs

We answer some common questions you might have about your Travel Pack and Travel Plus Pack, to help you understand how your pack is affected by the coronavirus situation.

The rules for travel can change unexpectedly, both in the UK and abroad. Your pack covers you for some unexpected events, but not all – it’s possible to lose money if your trip is cancelled.

Before booking a trip, read the terms and conditions of your pack so you understand what’s covered. When booking, choose flexible options and make sure you understand the terms and conditions of your booking.

Please read all of these FAQs as well as your policy documents before booking your trip. 

I’ve been asked to show proof of insurance – where can I get this?

You can get proof of insurance from Aviva.
 

Cancelling or changing your pack

I have a Travel Pack or Travel Plus Pack, but I don’t plan on travelling – can I cancel my pack?

Yes – as long as you’ve had it for more than six months, you can cancel your pack

I’m not using all of the features of my Travel Plus Pack – can I change to a different pack? 

Yes – we also offer a Travel Pack and a Breakdown Cover Pack.

If you’ve had your pack for more than six months, you can cancel one pack and add a new one in Online Banking – select ‘Manage accounts’ from the home screen.

If you’ve had your pack for less than six months, please call us on 0345 734 53451 to change your pack. Lines are open Monday to Friday from 9am to 5pm, and Saturdays from 9am to 1pm.

I can’t afford my Travel Pack or Travel Plus Pack fee – can you help?

We can support you if you’re struggling to make payments.

Please contact us on 0333 202 74121. Lines are open Monday to Friday from 9am to 5pm, and Saturdays from 9am to 1pm.
 

Foreign, Commonwealth & Development Office (FCDO) travel advice

How does FCDO travel advice affect my cover?

Your pack terms and conditions say you need to check the FCDO website before you book a trip. The site explains the risks of travelling abroad, and may advise against non-essential travel to some countries and territories.

You need to check

  • The entry requirements for each country you plan to visit. You may need a negative coronavirus test or proof of vaccination, and to quarantine when you arrive. Some countries are not accepting visitors
  • What you need to do when you return to the UK  depends on where you’re returning from.  England, Wales, Scotland and Northern Ireland have slightly different rules

You can stay up to date with the latest updates and guidance on the government website.

If I cancel a trip because FCDO travel advice has changed, am I still covered?

If you book a trip, and then the FCDO advises against non-essential travel, you may be covered for cancellation.

You’re covered if

  • The FCDO advice wasn’t in place when you bought your pack or booked your trip (whichever is later), and
  • The FCDO advice is still in place in the 31 days before your departure date

You aren’t covered if

  • The FCDO advice was in place or had been announced when you booked, and you can’t travel because of this
  • You decide not to travel because of the coronavirus situation

All other cancellation reasons normally covered by your policy are still valid.

If I travel to a country on the red list, will I be covered?

You’re covered if you travel to a red list country, providing you follow the advice of the local authorities.

You aren’t covered if the country was on the red list when you left the UK, and you decide to come home early because of FCDO advice.

Cover is subject to the policy terms and exclusions. Please stay up to date with the latest government advice

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

You’re not covered if you cancel because a country moves to the red list. If this happens, get in touch with your holiday provider to talk about your options.

If you can’t resolve the issue with your holiday provider, contact us and we may consider your claim.

We won’t consider your claim if when you booked your trip or bought your pack (whichever is later)

  • The country was on the red list
  • It had been announced the country would move to the red list
  • Entry restrictions or FCDO advice against travel were in place

To talk to us about claiming, call us on 0800 404 68561. Lines are open 24 hours 7 days a week for medical emergencies, and every day from 8am to 8pm for everything else.

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

We’ll only cover costs that can’t be refunded by your holiday provider – contact them first to talk about your options.

If your holiday provider can’t refund your costs, and you can’t reschedule, you can make a claim no more than 31 days before your trip.

You aren’t covered if entry restrictions or FCDO advice were in place or had been announced when you booked your trip or bought your pack (whichever is later).
 

Quarantine and self-isolation

If the country I’m in is added to the red list, will you cover hotel quarantine costs when I return to the UK?

Yes, providing when you left the UK

  • The country you travelled to wasn’t on the red list
  • It hadn’t been announced the country would be added to the red list
  • There wasn’t any FCDO or other government advice against travelling to that country

If I get quarantined at an airport and can’t continue my trip because of a medical assessment, temperature check, or coronavirus test result, will I be covered?

You’re covered if you need to quarantine and you already have a return trip booked.

Your cover includes

  • Extra travel and accommodation costs to make sure everyone insured under the policy gets home
  • Costs for any accommodation you haven’t been able to use

You’re not covered if you don’t meet the entry requirements for the country you’ve travelled to. Check the entry requirements before you book.

If I have to cancel my trip because I get coronavirus or I’m advised to self-isolate, am I covered?

You’re covered if this is the first time you’ve had coronavirus.

If you or anyone covered by your policy has tested positive for coronavirus before, you only need to tell us about it if you’ve been prescribed medication by a doctor, visited hospital or been referred for investigations or treatment. If this applies to you or anyone covered by your policy, you must tell us. When you do, we’ll ask you some medical screening questions and confirm if we can cover the condition. Please see the ‘Your health’ section of your policy documents. 

If I’m advised to self-isolate while I’m abroad, and need to extend my trip, am I covered?

If you have to stay past the date you were due to come home, you’re covered for emergency medical treatment, and extra accommodation and travel costs up to the limits shown in your policy documents.

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

Providing you didn’t travel against government advice, you’re covered for extra accommodation and travel costs if you have to stay past the date you were due to come home, up to the limits shown in your policy document.
 

Coronavirus and vaccinations

If I get coronavirus while I’m abroad, am I covered for medical treatment?

You’re covered if this is the first time you’ve had coronavirus.

Before you book a trip, you need to check whether 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 documents.

If you or anyone covered by your policy has tested positive for coronavirus before, you only need to tell us about it if you’ve been prescribed medication by a doctor, visited hospital, or been referred for investigations or treatment. If this applies to you or anyone covered by your policy, you must tell us. When you do, we’ll ask you some medical screening questions and confirm if we can cover the condition.

Please see the ‘Your health’ section of your policy documents.

I’ve had coronavirus before – do I need to tell you, and how will it affect my cover?

If you or anyone covered by your policy has tested positive for coronavirus before, you only need to tell us about it if you’ve been prescribed medication by a doctor, visited hospital or been referred for investigations or treatment. If this applies to you or anyone covered by your policy, you must tell us. When you do, we’ll ask you some medical screening questions and confirm if we can cover the condition. Please see the ‘Your health’ section of your policy documents.

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?

You’re not covered if you can’t travel because you haven’t had the coronavirus vaccinations or you don’t meet the entry requirements. If this happens, please contact your travel provider to see if you can reschedule your trip.

If you can’t reschedule, and you booked your trip before vaccination was required or the entry requirements changed after you booked, please contact Aviva and they’ll consider your circumstances. They won’t consider your claim if the requirements were in place when you booked.

It's important to check the UK quarantine rules and your destination's entry requirements on the FCDO website before you book any trip.
 

Claiming on your travel insurance

Do I need to ask my holiday provider for a refund before I claim?

We won’t cover costs that could be refunded by your holiday provider, so you need to contact them before you claim with us. If your holiday provider cancels your package holiday, they legally have to give you a full refund.

If you paid for part of your holiday with a credit card, debit card, or PayPal, you can also contact your payment provider to ask for refund.

If you can’t get a refund, call us on 0800 404 68561 to make a claim. Lines are open 24 hours 7 days a week for medical emergencies, and every day from 8am to 8pm for everything else.

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

When you make a claim, you’ll need to show us

  • Your original booking confirmation
  • Your booking terms, showing which costs are non-refundable
  • Proof you’ve tried to get your money back from your holiday provider
  • Proof of other ways you tried to get a refund
  • Details of any self-isolation and travel advice you were given by your GP, NHS 111, or NHS Test and Trace

Policy terms, conditions and exclusions apply.

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

When you tell us you want to make a claim, we’ll send a claims pack for you to complete and return. Please follow all of the instructions in the pack, so we can handle your claim as quickly as possible – if there are any gaps it may delay your claim.

Once you’ve returned the pack, Aviva will assess your claim and pay you if it’s successful. This will take no more than 28 days from when they receive the pack.
 

RAC breakdown cover

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

Yes. If you have our Breakdown Cover Pack, Travel Pack or Travel Plus Pack, you can call the RAC for help 24 hours a day, 7 days a week. Get the latest updates from the RAC.

The RAC Remote Technician service may be able to fix the issue without needing to send someone out to you. If a patrol team does need to come out, they’ll take precautions to keep you safe, like wearing protective gloves, wiping any surfaces they touch and following government guidelines on social distancing.