Coronavirus FAQs - UK customers only

Columbus Direct has been closely monitoring the constantly evolving situation and impact of the coronavirus (COVID-19) outbreak. As we adapt to the changing situation, we have had to adapt our cover during this time. We are continuing to work with our insurers with the aim of improving our policies further. Please see the FAQs below for information on how this applies to your policy.


We will be contacting customers that purchased a policy between 14th March 2020 and 22nd July 2020 to provide updated documents confirming that they have cover for medical expenses and repatriation on trips commencing from 23rd July 2020.


We continue to recommend that all customers monitor and follow the travel advice provided by the Foreign and Commonwealth Office (FCO) www.gov.uk/foreign-travel-advice. The World Health Organization also has a dedicated web presence with up to date information, including travel advice, at www.who.int.

     
Will your policy cover me if... Policies purchased from 23rd July 2020 Policies purchased between 14th March and 22nd July 2020 Policies before 14th March 2020
I fall ill with COVID-19 abroad and need medical treatment? Yes Yes, as long as your trip commenced after 22nd July 2020 Yes
I fall ill with COVID-19 abroad and need to be repatriated to the United Kingdom? Yes Yes, as long as your trip commenced after 22nd July 2020 Yes
I fall ill with COVID-19 abroad and need to extend my stay as a result of the medical treatment and incur additional accommodation and/or transport costs? Yes Yes, as long as your trip commenced after 22nd July 2020 Yes
I, a relative or travelling companion, fall ill with COVID-19 and I am unable to travel? No No Yes
I, or a member of my household or bubble, are advised to self-isolate at home and are unable to travel? No No No
I was travelling to stay with a relative or friend who has needed to self-isolate? No No No
I am denied boarding at the airport due to symptoms of COVID-19? No No No
I am unable to travel due to government restrictions preventing me from travelling from the UK or to another country, related to an outbreak of COVID-19? No No Yes, as long as the new restrictions were applied after the policy was purchased.
I am unable to travel due to government restrictions requiring me to quarantine on arrival to my destination country or on my return to the UK? No No No
My airline cancels my flight due to COVID-19 but there are no government restrictions preventing me from travelling? No No No
I need to cut short my holiday due to government advice asking me to leave the country, or the UK government advising me to return home? No No Yes, some costs will be covered under the Catastrophe section of the policy.
I need to cut short my journey due to a close relative falling ill with COVID-19? No No Yes, as long as the relative had not been diagnosed with the condition at the time of travelling.
I have been made redundant and cannot afford to travel? Yes, unless the cause of the redundancy is directly related to COVID-19 Yes, unless the cause of the redundancy is directly related to COVID-19 Yes
I travel to a country or region that the Foreign and Commonwealth Office advise against travelling to? No No No
I decide to cancel or cut short a trip due to fear of being diagnosed with COVID-19, or any other virus/disease? No No No
I decide not to travel as I have been furloughed from my job? No No No
I decide not to travel as the specific event that I am travelling for has been cancelled? No No No
     
Other questions Policies purchased from 23rd July 2020 Policies purchased between 14th March and 22nd July 2020 Policies before 14th March 2020
My trip has been cancelled but I don't need to make a claim, can I get a refund on my single trip policy purchased to cover that trip? Yes, provided you contact us prior to booked travel date. Yes, provided you contact us prior to booked travel date. Yes, provided you contact us prior to booked travel date.
My trip has been rescheduled, can I move my single trip insurance policy? Yes, provided the trip is taking place within 12 months of the original purchase date of the insurance and that you pay any additional costs due to a change in destination and/or duration. Yes, provided the trip is taking place within 12 months of the original purchase date of the insurance and that you pay any additional costs due to a change in destination and/or duration. Yes, provided the trip is taking place within 12 months of the original purchase date of the insurance and that you pay any additional costs due to a change in destination and/or duration.
I have a trip booked that was arranged prior to my policy renewing, is my cover affected? As long as the trip commences after 23rd July, you will have cover for Medical Expenses and Repatriation but no other cover will be provided. As long as the trip commences after 23rd July, you will have cover for Medical Expenses and Repatriation but no other cover will be provided. Your cover remains unaffected as long as the trip is due to take place within your current period of insurance.
I am no longer planning on using my annual policy, can I get a refund? Yes, if you ask for the policy to be cancelled within the cooling off period. Yes, if you ask for the policy to be cancelled within the cooling off period. If outside of the cooling off period, you may be entitled to a partial refund - please contact us for further details. Yes, if the policy was issued in 2020, you may be entitled to a partial refund - please contact us for further details.
My policy schedule states that I have no cover at all for COVID-19, am I covered for Medical Expenses and Repatriation? Not applicable Yes, where your policy is still live as at the 23rd July 2020 and for trips commencing after that date. Not applicable