All our policies include cover for Covid-19 as standard, to help you decide if this cover is suitable for your needs please view our dedicated Covid Page which explains how your cover applies in a number of circumstances.
While we recommend you read our Covid Page to understand in more detail the cover we include as standard the information below provides you with an overview of the core cover.
Our policies DO NOT require you to be vaccinated against Covid. Please note however that our policies do not offer any cover if you fail to hold the relevant documentation as required by your airline (or other public transport such as a cruise ship or train) or destination country. For example if your destination country requires you to provide either proof of being fully vaccinated or a current negative test certificate and you are denied boarding/entry due to not providing valid documents there is no cover under our policies.
Our policies do not cover the costs of Covid testing or vaccination either prior to, during, or post your trip.
Please note that all cover noted above is subject to terms and conditions.
We are sorry to hear that you need to make a claim against your insurance and wanted to make you aware that claims handling is taking longer than normal at the current time.
Most claims under your policy are handled by CEGA who are appointed by the insurer of your policy (AXA Insurance UK plc).
You’ll receive a confirmation that your claim has been registered and a claims form/document request within 24 hours. Once you’ve submitted these documents it is currently taking up to 6 weeks on average to process a claim. It is really important that you supply all the documents requested as otherwise your claim may take longer than this average.
In mid 2022 there was a significant number of large scale surge events in claims relating to airport capacity constraints, airline staffing issues, COVID related cancellations and airline failures. While staffing levels exceeded those pre-pandemic these surge waves created a backlog of claims. Around 60% of this backlog was cleared by the end of 2022 and CEGA expect to have returned to full normal service by the end of March 2023.
If you've made a claim online you should get an initial e-mail with your claim number and asking you to provide documents within 24 hours, but, no more than 36 hours. If you haven't, please contact us so that we can check your claim has been correctly lodged.
If you haven't heard from CEGA and it’s been more than 6 weeks since you submitted your claim form please contact our customer services team, and we will escalate your case with CEGA to determine the cause of the delay, and find out what has gone wrong.