Please refer to the policy claims procedure before calling the claims department - please read the information below for guidance
October 2022 Update
If you test positive within 14 days of your planned travel and you have cancellation cover on your policy, in the first instance you should contact your travel service provider to see what their coronavirus policy is and whether you are eligible for a refund or rebooking of your holiday. If you do need to make a claim you will be asked to provide evidence of any non-refundable expenses so please have these ready before contacting the claims service.
If you have recently tested positive for Covid19 using a lateral flow test, you will need to obtain a confirmatory PCR test at your own expense to validate any claim. Lateral flows are not dated/named and a PCR is required in the event of a possible claim.
If you contract Covid19 on holiday, please speak with your tour operator to see what assistance they are providing in resort. Once you have established what the situation is, if emergency assistance is required please call the emergency number on your eSnowcard - if you intend making a claim for medical expenses, quarantine room only accomodation costs or curtailment, you will need to provide a confirmatory PCR test at your own expense. Lateral flow tests are not accepted as evidence of a positive covid test as they are not dated/named.
Please find below advice to assist you with your claim should you test positive for Covid19 on holiday.
What to do if you test positive before your flight home?
You will need evidence of your positive COVID-19 test result showing the date of the test and your name, this should be a PCR test or a diagnosis. Without this you will not be able to put in a claim.
Speak to your accommodation provider (or holiday company) and/or airline before you contact the claims team. They will be able to assist you in changing your flights and with finding accommodation.
If you have to pay for additional accommodation, make a note of the excess on your policy – if your costs exceed this then please put in a claim for expenses on your return home (see below). It is likely government accommodation will be provided but if it isn’t, obtain documented proof from the relevant local authority (wherever possible). Please note that cover is available for room only costs and only reasonable costs will be considered up to the standard of your original holiday accommodation.
Where the government provides accommodation for isolation this must be taken and no cover will be provided for alternative paid for accommodation.
If you have to pay for additional travel and accommodation costs, you will need to provide documentation to show the costs you wish to reclaim. Please see below for details of how to register a claim.