Please refer to the policy claims procedure before calling the claims department - please read the information below for guidance
January 2022 Update
The Coronavirus Omicron variant will substantially affect travel plans for the winter season and we would request that you bear in mind this will put the claims team under additional stress and service levels may be affected at busy times.
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. You will be asked to provide evidence of any non-refundable expenses and these will be required to make a claim so please have these ready before contacting the claims team.
If you have recently tested positive for Covid19 (within 90 days of your planned return home from holiday) and you are planning on travelling, you might be concerned about returning a 'false positive' lateral flow or PCR test either pre departure or for your return tests. If you are concerned about this you should contact the Track and Trace Service or call 111 for advice on how to obtain confirmation of your Covid19 vaccination status having recently tested positive.
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 +44 (0)1273 071784
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. 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 your insurance provider. 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 only 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.