Coronavirus (COVID-19) update

Last updated: 31st March 2020

Following the Government’s announcement asking everyone to stay at home, we’re making some changes to the way we work to make sure we’re looking after our people and our customers. We’re setting up as many of our colleagues as possible to work from home, but this will take a few days.

In the short-term, we’re only accepting new business online. That means new customers can't buy insurance over the phone.

Existing customers: Please don’t phone unless it’s absolutely necessary.

We need to prioritise:

  • Customers who have an urgent claim, for example your car is undrivable following an accident, you are injured, or your home is uninhabitable.
  • Customers who can’t pay now as a result of the Coronavirus pandemic, call us - we want to help you.

If you have questions about your renewal or want to make a change to your policy, you can use our virtual assistant. If your policy is due to renew in the next week and you haven’t opted for auto-renewal, please call us. If you have opted for auto-renewal, please make sure your insurance still meets your needs.

For more information and frequently asked questions about COVID-19, go to our Coronavirus help and support page.

We’re proud of the Defaqto 5 star ratings awarded to our Annual Multi-trip travel cover.
Defaqto is an independent researcher of financial products.

Included in our Annual Multi-trip insurance...

Up to £5,000 cancellation cover

We'll pay up to £5,000 cancellation cover if things like unexpected illness or unemployment force you to cancel or change your travel plans.


Also included...

  • Medical emergency
    We'll support you in a health emergency with up to £10 million in medical expenses. Learn more
  • End Supplier Failure cover
    If the end supplier of your travel arrangements go bust, we will pay for costs not protected elsewhere. Learn more
  • Personal liability
    Up to £2 million if you're found to be legally liable for an incident that you caused during your journey that resulted in physical injury or death, or accidental loss or damage to property.
  • Legal expenses and 24‐hour helpline
    For practical UK legal advice and expenses up to £50,000. Learn more
  • Abandoned journey
    Up to £5,000 if you have to abandon your journey after a delay of 12 hours.
  • Delayed or missed departure
    Up to £200 per person if your departure is delayed and up to £600 for missed departure (up to £200 for a UK-only trip).
  • Children's cover
    We’ll cover any insured young person under 18 providing they’re travelling with an adult insured under the policy. Learn more
  • Personal Accident
    If you’re accidentally injured on your trip, we’ll pay £10,000 if the injury is the cause of your death (£1,500 if you’re under 18). £10,000 will be paid for the loss of sight or loss of limb, while £25,000 is paid if you can’t work after two years.
  • Lost or stolen passport
    Up to £500 for extra travel and accommodation costs while you arrange a replacement.
  • Natural disaster cover
    If you can't stay at your accommodation due to a disaster we'll pay the necessary extra travel and accommodation expenses. Learn more
  • Delayed personal belongings
    If an airline or other travel provider has delayed your bags for more than 12 hours, we’ll provide up to £200 for any essential personal belongings you need to buy.

What's not included

  • Personal belongings (optional extra)
    Insure your bags and their contents. Up to £1,500 for items that are lost, stolen or damaged while travelling.
  • Winter sports (optional extra)
    Cover for your skiing and snowboard gear for theft and damage as well as cover for you against injuries and piste closures.
  • One-night UK trips
    Trips within the UK must be for at least two consecutive nights and in pre-booked commercially-operated accommodation.
  • Non-UK residents
    We won’t pay for any claim unless you’re a permanent resident of the UK.
  • One-way trips
    One-ways trips will not be covered. Your trip must be a return journey starting and ending in the UK.
  • Undeclared pre-existing medical conditions
    Let us know about any pre-existing medical conditions before you take out a travel insurance policy with us or you won’t be covered.

Enhance your travel cover

Add insurance for personal belongings or winter sports for an extra cost.

This optional extra insures your bags and their contents while travelling. It can be added to your Annual Multi-trip cover or Single Trip cover during your quote for an additional cost. It comes as standard with Backpacker cover.

  • Up to £1,500 for items that are lost, stolen or damaged.
  • Up to £300 for a single item.
  • Up to £300 in total for valuables such as cameras and jewellery.
  • Up to £100 in total for consumable items such as tobacco or food and drink.

If you go on a winter sports holiday, you can cover your skiing and snowboard gear for theft and damage by adding our winter sports cover to your travel insurance. This will also cover you against injuries and piste closures.

This optional extra can be added to either your Annual Multi‐trip travel insurance for 22 days, or your Single Trip travel insurance for the length of your trip (limited to a maximum of 90 days, or 42 days if aged 59 or over).

  • Up to £500 per person for ski equipment.
  • Up to £300 per person for replacement equipment hire (£25 per day).
  • Up to £250 per person for unused equipment hire, ski passes and ski school tuition fees.
  • Up to £200 per person for piste closure (£20 per day).

Other travel insurance cover options

Single Trip Cover

Perfect for a one-off trip lasting up to 90 days anywhere in the world.

Cover is available up to 42 days if you're aged 60 or over.

Backpacker Cover

Also known as Discoverer Trip

The ideal cover for backpackers, gap years and round‐the‐world trips lasting 3 to 18 months.

Travellers must be under 54 years old.

Frequently asked questions

Yes you do. And due to the extra questions we may need to ask you about your medical condition, please give us a call on 0345 246 8704 for a full quote.

The personal possessions limit is £1500 per insured person, the single article limit is £300 and the valuables limit is £300 in total. Remember, if you have a Discoverer policy, the personal possessions limit is £1000 per insured person, up to £300 for single articles and up to £300 for valuables. There are limits in the personal possessions and valuable sections that may not be enough for expensive items such as jewellery and photographic or video equipment. However, you can usually insure these items separately under the ‘All Risks’ extension of your home insurance.

Yes, if you booked trips or bought travel insurance before any disruption was known about.

In those circumstances, our policies will continue to provide cover for emergency medical expenses in the event of a no-deal Brexit. This includes emergency treatment in state hospitals in European countries which would have previously been covered by the EHIC (European Health Insurance Card).

If your travel is disrupted in the immediate aftermath of a no-deal Brexit, Travel Delay and Trip Abandonment cover will also apply as per the current terms and conditions. Look to your travel provider in the first instance to provide refunds and/or alternative travel arrangements.

As there is the potential for disruption, please plan accordingly. We advise customers to:

  1. Allow plenty of time to get to and travel through airports or ports.*
  2. Ensure that any travel documentation such as passports have adequate time remaining on them. You should have at least six months left on your passport from your date of arrival. This applies to both adult and child passports.*
  3. Remember to buy travel insurance as soon as you book your trip.

    You won’t be covered if you’re aware of travel disruptions or risks to your arrangements when you book the trip or buy insurance*

    Travel insurance covers emergency medical expenses and any required medical repatriation/curtailment, but does not replace the EHIC on a like-for-like basis in relation to foreseen, maintenance treatment (i.e. ongoing kidney dialysis).

Yes we can but due to the extra questions we may need to ask you about your medical condition, please give us a call on 0345 246 8704 for a full quote.

We're sorry but your medical condition won't be covered automatically. It's better to give us a call on 0345 246 8704 to discuss your options.