Coronavirus – Important Customer Information

We  are currently experiencing an unprecedented volume of calls into our claims teams, we are working hard to maintain our service levels at this difficult time but would appreciate your patience if we cannot respond to you as quickly as you would normally expect.

If your query is not urgent it would be very helpful if, rather than phone, you could email us on: or

Travel Insurance – Coronavirus Advice

Posted on: 14/03/2020

The worldwide outbreak of coronavirus is an unprecedented and dynamic event that we appreciate is of great concern to our customers. It is impossible for us to give definitive statements to every set of circumstances but we are committed to providing the clearest and most up to date guidance possible.

For general updates on the situation, please use the following official sources:

Foreign and Commonwealth Office (FCO)

World Health Organisation (WHO)

We will regularly update this page as the situation develops.

We offer cover with two different insurers. Please refer to your Policy Schedule to see who your insurers are and follow their relevant guidance below.  

  • Millstream Underwriting - Please click here
  • NFU Mutual - Please click here
Millstream Underwriting - Please click here

Date of issue: 16/03/2020

The advice below relates to coverage under your policy for claims relating to Coronavirus. The terms and conditions of your policy as they relate to other situations will continue to apply.

General advice

We encourage you to:

  • Contact your travel provider(s) as soon as possible to establish if refunds are available or bookings can be changed
  • Follow governmental or local health guidelines.

FCO advice can be found at here >

Information about Coronavirus can be found here >


Cover under your policy for claims relating to Coronavirus

Your policy has a general exclusion for any claims relating to an epidemic or pandemic. On 11th March, the World Health Organisation declared Coronavirus a pandemic, however, we will still be able to consider claims under the following circumstances:


Policyholders already travelling prior to 13/3/2020

We will consider claims for medical expenses if you travelled before 23:59 on 12th March provided you did not travel against Governmental advice against all or all but essential travel. The epidemic and pandemic exclusion will not be applied.

Should you contract Coronavirus during travel, follow any advice given by the local authorities and contact your travel provider to notify them as soon as possible. If you are suffering with Coronavirus abroad, please contact your emergency 24-hour emergency medical assistance line for advice.

If a scheduled return flight is cancelled, recovery should be sought from the airline or travel provider. We will consider claims for costs arising from extended stays due to cancellation, quarantine or similar events resulting from coronavirus measures.


Cancellation of trips booked prior to 13/3/20

In the current circumstances, we will consider claims made in the event of cancellation if the FCO advised against travel to your destination after the time of booking or policy purchase (whichever was later) provided that:

  • The FCO directive is in force on your booked date of departure and
  • The directive came into force after you booked your trip or purchased your insurance, whichever is the later
  • In the first instance, you should contact the airline and/or travel provider to discuss your options for amending or cancelling your trip. Many travel providers are enabling customers to cancel or alter their booking free of charge.

If the FCO is not advising against travel to your destination, you are not covered for cancellation under your travel insurance policy.

If there is no travel directive in place for the country to which you are travelling, but your doctor advises you not to travel due to your existing health conditions, we will consider a cancellation claim, so long as you are able to provide evidence that you are advised against travelling for medical reasons.


Cover for trips booked after 13/3/20

The pandemic exclusion will apply and you will have no cover under the policy.

This is an unprecedented and dynamic event that we appreciate is of great concern to our customers.  It is impossible for us to give definitive statements to every set of circumstances.  We are committed to treating customers fairly and, subject to the above, will consider claims on their merits.  Please refer to your policy document for details on how to make a claim.

Should you wish to make a complaint, please click here for details > 

NFU Mutual - Please click here

We are no longer able to offer Single Trip policies with NFU Mutual.

Annual Multi-Trip policies may continue to be renewed. New policies can now only be bought if you already hold a Home policy with NFU Mutual.

Please click here for the most up to date guidance on policy cover.

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Guernsey / Alderney / Sark