For customers who are about to travel to Europe
Customers due to travel out to Berlin today, who wish to cancel their trip, should contact their tour operator or transport provider in the first instance to see if they are able to cancel free of charge or exchange for an alternative trip. In this instance, Direct Line will honour the insurance policy for the new holiday destination up to the cost of the original trip.
Any customers due to travel to Berlin on 20th December will be covered for cancellation, providing customers purchased the policy before the 19th December. Direct Line will continue to monitor the situation and ensure we are doing the right thing for our customers.
Direct Line customers due to travel to Berlin in the next few days are advised to keep up to date with travel advice from the Foreign and Commonwealth Office.
Customers can register for updates at www.gov.uk/foreign-travel-advice/germany to get latest information.
For customers in Berlin now
Holidaymakers in Berlin should remain vigilant and follow the advice of local authorities; the German police have issued a contact number, +49 30 540 23 111, for people concerned or who may have relevant information.
Those who wish to return to the UK from Berlin should speak to their tour operator or transport provider to establish what is and isn’t provided.
After travellers have established what their tour operator is providing, they can then contact us to discuss anything that is not already in place.
- Direct Line customers affected by the attacks in Berlin on 19th December are covered for any medical expenses under the usual terms of their policy
- Direct Line customers in Berlin on 19th December and affected by the incident are covered for curtailment of their trip
- For those in Berlin, extra security measures are being put in place, and we suggest you register for updates at www.gov.uk/foreign-travel-advice/germany to make sure you get the latest information
- The main tour operators have issued advice on their websites and will continue to update this as the situation becomes clearer.
Concerned travellers should check their tour operator’s website for additional information.Direct Line customers who are still concerned can contact us on 0345 246 8704.