IMPORTANT INFORMATION ABOUT CORONAVIRUS (COVID-19 including mutations)
Because the World Health Organisation declared the ongoing Coronavirus (COVID-19) outbreak a pandemic on 11th March 2020 this is now a known event. This affects the cover provided by our Travel Insurance policies.
Any policies purchased on or after 17/03/2020 will not include cover under any section whatsoever for claims directly or indirectly caused by the Coronavirus. This includes any preventative containment or delay measures.
For any policies issued before 17/03/2020 cover remains as per the policy terms and conditions. The following advice is for Bettersafe Travel Insurance customers that have purchased a policy from 24 April 2019 to 17 March 2020 and relates to travel insurance policies underwritten by Ageas Insurance.
Yes, you are covered under the cancellation and curtailment section for cancellation of your trip if, after you have purchased your policy, you test positive for Coronavirus and you are advised not to travel by your GP or Doctor.
Your policy will pay you up to the amount shown in the summary of cover for the unused portion of your travel and accommodation costs that you have paid or contracted to pay and you suffer a financial loss because you cannot get a full refund if you cancel before the start of your trip or cut your trip short and return home early during the period of insurance because of the following:
• the death, bodily injury, illness or being subject to quarantine of you, a close relative or any person you have arranged to travel or stay with during your trip;’
None of the policies underwritten by Ageas will provide any cover if you decide to travel against the advice of the FCO. This would be for ‘All Travel’ and ‘All but Essential Travel’.
If the area is classified as ‘All but Essential Travel’ and customers are still planning to go, they must contact us in advance with their reasons for travel and cover must be agreed by the Underwriters.
Yes, you are covered as follows; if you travel to a country that the FCO has not advised against travel to and catch Coronavirus or require medical treatment, then yes cover will be in place for emergency and necessary treatment. Customers should be aware that our policies are travel insurance policies and not private medical insurance meaning that there is no cover for any medical expenses incurred in private medical facilities if we have confirmed that medically capable public facilities are available.
Please contact our Assistance Team if you require medical treatment.
Our policies will provide cover for repatriation (bringing you home) that is medically necessary. Our Assistance Team will liaise with your treating doctor(s) about your treatment plan and if required obtain a ‘fit to fly’ certificate. We also liaise with you and advise on, and put in place, suitable repatriation plans to get you home as soon as it is medically safe to do so in order to achieve your optimal recovery. Our team are unable to make arrangements to repatriate you where it is against local advice, where travel is restricted or where you would pose a risk to other passengers.
Under all Ageas underwritten policies there is ‘specified cause’ cancellation cover, which does not extend to cancellation due to the Foreign & Commonwealth Office advising against travel to a country (or parts of a country).
In the first instance customers with travel booked to areas that the FCO have advised against travel to should contact their airline or tour operator in order to obtain a refund or arrange an alternative holiday.
Depending on your policy, cover may be extended for the following reasons:
• If you are hospitalised, require medical treatment and are unable to fly.
• If your transport is disrupted or delayed.
• If you cannot return home for any reason beyond your control
If you are admitted to hospital with the virus your policy will usually provide medical emergency cover and assistance with returning home when you have been discharged.
Please contact our Assistance Team if you are admitted to hospital.
If you are confined to your trip accommodation in a quarantine situation, Ageas policies will not cover any additional accommodation or other additional costs, the local governments and authorities imposing quarantine should be assisting with these costs.
If you travel to an area which the FCO advise against travel to, there would be no cover under the travel insurance policies as this would be considered as a known event.
If you travel to an area and the FCO advice changes after leaving home, you should contact your travel agent or tour operator for information on the availability of flights or refunds in the first instance.
If you are refused entry at passport/border control, you should contact your airline or transport provider to arrange changing your return ticket to allow you to come home early.
Travel insurance policies have different terms and conditions regarding what is and what is not covered in regards to cutting short a trip.
This type of event is usually not covered across the travel insurance industry for cutting short a trip. This is because most policies have specific reasons for cutting short your trip and the “fear of an epidemic, pandemic, infection or allergic reaction” is not one of those reasons.
We would advise travellers who have booked package holidays to a destination affected by the viral outbreak and looking to cut your trip short they should contact their travel agent or tour operator for information on the availability of flights in the first instance.
If you are travelling independently from a tour operator or travel agent, you should make your own arrangements to leave by either altering return tickets where possible or booking onto an alternative commercial flight or mode of transport. Claims for independent traveller’s additional expenses in returning home earlier than planned, where medically justified, will be assessed on a case-by-case basis.
You should follow any instructions issued by the local authorities as it is more than likely that you will have to enter some form of quarantine.
Traveller’s should contact their travel agent or tour operator for assistance in the first instance.
Yes, but where possible should remain at airport.
Yes, policy can be transferred to an alternative booking if you are unable to go on your trip, but Tour Operator is happy to transfer holiday to alternative destination/dates.
You may cancel your insurance policy within 14 days of purchase without penalty and we will provide a full refund providing that you have not made a claim during the 14 days. After 14 days, you may cancel the policy at any time but you will not receive a refund.
If you are taken/or go to a private medical facility, costs that arise will only be covered if you have contacted the emergency medical assistance company and any treatment has been authorised by them.
To claim under Section A - Travel Cover, Contact International Medical Rescue calling 02380 177468 or visit www.imr-claims.com, quoting your name and policy number
To claim under Section B - Optional Gadget Cover, Contact Trent-Services (Administration) Ltd on 01285 626020 or email email@example.com
Your policy can be extended to cover the following winter sports when you have paid the additional winter sports premium, but no cover will apply in respect of any Personal Accident or Personal Liability claims:
You will not be covered for any claims arising directly or indirectly when engaging in or practising for the following winter sports:
If your travel arrangements change then you must call Rock Insurance immediately on 0333 200 5146. You must be able to provide the correct period of insurance on your documentation in the event of a claim.
OPTIONAL SPECIAL SPORTS & ACTIVITIES COVER
What is covered:
Category A sports are automatically covered under your policy. Category B, C and D sports will be covered upon payment of an additional premium. Payment for additional categories includes coverage for all preceding categories (e.g. if you pay Category D you will be covered for A, B and C also) and will be noted on your certificate of insurance.
You are not covered for taking part in any sports or activities unless they are listed below.
Cover for the following activities is included for recreational, amateur purposes only. When participating in your activity you must ensure that it is adequately supervised and appropriate safety equipment is worn/used at all times.
|Abseiling||C||Must be within organiser’s guidelines|
|Bungee jumping||B||No Personal Accident cover|
|Cycling||A||No Tours. No Personal Liability cover|
|Deep sea fishing||B|
|Dry slope Skiing||C|
|Fell walking, rambling & trekking||A||Up to 2,000 metres altitude|
|Go karting||B||Up to 120cc. No Personal Liability cover|
|Hiking||A||Up to 2,000 metres altitude|
|Hiking||B||Between 2,000 and 6,000 metres|
|Horse riding||D||No Polo, Hunting, Jumping or Racing|
|Hot air ballooning||B||As a passenger only|
|Martial Arts||B||Training only|
|Motorcycling||B||Over 50cc and under 250 cc - no racing as a rider or passenger when wearing a helmet provided the rider holds an appropriate UK motorcycle licence to ride the motorcycle. No Personal Liability cover|
|Mountain biking||C||Excluding competition/racing|
|Parachuting||D||Tandem only – no cover for solo|
|Parascending||A||Towed by boat. No Personal Liability cover|
|Rafting, canoeing and kayaking||B||including white water up to grade 3. No Personal Liability cover|
|Rafting, canoeing and kayaking||C||including white water up to grade 4. No Personal Liability cover|
|Rafting, kayaking and canoeing||A||No white water|
|Safari||B||Not involving use of firearms (not walking safari)|
|Sailboarding||C||Must be inland waters or coastal waters within a 12 mile limit from land|
|Scuba diving||A||To a depth of 18 metres|
|Scuba diving||D||Depth of between 18 and 30 metres if BSAC, PADI, DIWA, SSI or SAA member|
|Snooker, pool and billiards||A|
|Surfing||A||No Personal Liability cover|
|Swimming||A||Must be undertaken in a pool, inland waters or coastal waters within a 12 mile limit from land|
|Trekking||B||Between 2,000 and 6,000 metres altitude|
|Triathlon – Road Bike||B|
|Water polo||Included||No Personal Liability or Accident cover|
|Water skiing||A||Must be inland waters or coastal waters within a 12 mile limit from land. No Personal Liability cover|
|Windsurfing||A||Must be inland waters or coastal waters within a 12 mile limit from land. No Personal Liability cover|
|Work Abroad||D||No Personal Liability or Personal Accident cover. Manual work will be ground level only and no machinery|
|Yachting, boating, sailing and rowing||A||Must be inland waters or coastal waters within a 12 mile limit from land. No Personal Liability cover|
If you are undertaking a pursuit or activity which is not listed in this policy or are in any doubt as to whether cover will apply, please contact ROCK Insurance on 0333 200 5146.