Travel insurance FAQs

Whether you're a new customer or need to ask about your cover, we're here to help

Buying travel insurance

Travel insurance during coronavirus (COVID-19)

Before you buy our travel insurance, it's important to know what cover is in place if coronavirus (COVID-19) or any other pandemic impacts your travel plans. Below is a list of situations or scenarios that explain the cover we offer.


Am I covered if…

  • I fall ill with COVID-19 (or any other pandemic illness) while abroad and need medical treatment?

Yes. You're covered for medical claims due to COVID-19 while you're away, as long as you're not travelling against the advice of the Foreign and Commonwealth Office (FCO) or the equivalent government body in another country.

  • I fall ill with COVID-19 (or any other pandemic illness) at home and can't travel?

Yes. Cancellation cover is included if you can't travel because you've fallen ill with COVID-19 or have to self-isolate. You'll need to provide a medical certificate or an official test result if you make a claim. 

  • I or a member of my household have to self-isolate at home and can't travel due to COVID-19 symptoms (or any other pandemic illness)?

Yes. You'll need to provide a medical certificate or an official test result if you make a claim.

  • I am due to stay with my family and that family member has to self-isolate due to COVID-19 or any other pandemic illness and I then wish to cancel my trip as I don't have anywhere to stay?

Yes. You'll need to provide a medical certificate or an official test result if you make a claim.

  • I'm denied boarding at the airport because I have symptoms of COVID-19 or another pandemic illness?

Yes, you can make a claim.

  • The government travel restrictions due to a pandemic when I bought my travel insurance or booked my trip are still in place at my time of departure?

No, you're not covered. This is because the restrictions were 'known' prior to buying your travel insurance or booking your trip there is no cover.

  • Current government travel restrictions are removed but are later reinstated due to COVID-19 (or any other pandemic illness) and this stops me from travelling?

No, you're not covered. Existing customers may be covered, please check the 'existing customers' section below.

  • There were no government travel restrictions when I bought my travel insurance or booked a trip, then a new pandemic is declared and government travel restrictions stop me from travelling?

No, you're not covered. Existing customers may be covered, please check the 'existing customers' section below.

  • There were no government travel restrictions when I bought my travel insurance or booked a trip, then government travel restrictions are introduced due to a non-pandemic illness which stops me from travelling?

Yes, you can make a claim.

  • There were no government travel restrictions when I bought my travel insurance or booked a trip, but during my trip travel restrictions due to a pandemic illness are imposed asking me to return to my country of residence?

Yes, you can make a claim.

  • I'm due to travel but there are cases of COVID-19 or another pandemic illness near where I am staying, and I want to cancel my trip?

No, you're not covered in this scenario.


I'm an existing customer

My policy is due to renew

If you already have a policy with us and it's due to renew on or after 10 September 2020, the new policy will have a change of terms in relation to pandemics.

The policy wording document has full details, and the situations or scenarios below explain what's covered if you do renew.


Am I covered if…

  • I fall ill with COVID-19 (or any other pandemic illness) while abroad and need medical treatment?

Yes. You're covered for medical claims due to COVID-19 while you're away, as long as you're not travelling against the advice of the Foreign and Commonwealth Office (FCO) or the equivalent government body in another country.

  • I fall ill with COVID-19 (or any other pandemic illness) at home and can't travel?

Yes. Cancellation cover is included if you can't travel because you've fallen ill with COVID-19 or have to self-isolate. You'll need to provide a medical certificate or an official test result if you make a claim.

  • I want to cancel a trip which was booked before my renewal date, due to a pandemic?

For trips booked before the renewal date, you're covered for cancellation if the FCO advises against travel to your destination, provided there was no FCO advice against travel to your destination at the time you booked your trip.

  • I want to cancel a trip which was booked after my renewal date, due to a pandemic?

No, you're not covered. We don't cover cancellations if the FCO advises against travel to your destination due to COVID-19 or another pandemic illness, or if you decide not to travel.


My travel insurance during coronavirus (COVID-19)

Am I covered…

  • For a cancellation due to COVID-19 or any other pandemic?

In general, there is no cover for the cancellation of a trip if the Foreign and Commonwealth Office (FCO) advised against travel to your destination at the time you bought your travel insurance or booked your trip.

If you bought a policy from us before 10 September 2020, you will be covered for the cancellation of your trip if the FCO afterwards advised against travel to your destination.

  • If I fall ill with COVID-19 (or any other pandemic illness) while abroad and need medical treatment?

Yes. You're covered for medical claims due to COVID-19 while you're away, as long as you're not travelling against the advice of the FCO or the equivalent government body in another country.

  • If I fall ill with COVID-19 (or any other Pandemic illness) at home and I now can't travel?

Yes. Cancellation cover is included if you can't travel because you've fallen ill with COVID-19 or have to self-isolate. You'll need to provide a medical certificate or an official test result if you make a claim.


I need to make a claim

Before you make a new claim, contact your travel provider or tour operator first. They may be able to move your trip to a different date or provide you with a refund.

If your travel provider or tour operator can't resolve your particular request, you can make a claim on your policy quickly by calling us on 0330 058 2991.

While we're answering as many calls as possible, as well as looking after our employees' well-being, you may wait longer than usual at this uncertain time.


I've an existing claim and would like an update

We're working hard on all existing claims, but we're receiving an unprecedented number of calls. One of our team will contact you as soon as they've assessed your request.

How long will my claim take to be settled?

Resolving a claim depends on the nature of each request and the information we need to process it.

You can help us by checking the required documents laid out in your claim pack to evidence the claim. Sending all of them together will reduce requests for further documentation, which could delay your claim.

We're currently working extremely hard to resolve claims within 30 working days, but do bear with us as the number of new claims is unprecedented.


Travel insurance FAQs

Your personal travel cover

Can I purchase AA Travel Insurance if I don't live in the UK?

No. The policy only covers UK residents, so non-UK residents are not covered. The UK is defined as England, Wales, Scotland, Northern Ireland, the Isle of Man and the Channel Islands.


Do you have personal liability cover for holiday accommodation?

Personal liability cover is included for temporary rented holiday accommodation, but not if you own the overseas property, or you have the property on any other type of hire.


Is terrorism covered?

Terrorism is covered providing it wasn't already taking place at the beginning of your trip, at the time of purchasing your policy, or when booking your holiday, whichever is the later.


Are the benefits per person?

The benefits are per person unless otherwise stated.


When does the delayed baggage benefit come into force?

If your baggage is delayed for more than 12 hours after your arrival overseas at your final destination, there is cover up to £300 to replace essential items of toiletries, medication and clothing.

If your property is lost permanently, any payment made under delayed baggage will be deducted from the eventual claim for loss, damage or theft.


Am I covered to work or study in Europe?

We cover some types of manual work, but there's no cover for professional entertaining. Study overseas can be covered but doesn't include any professional liability cover or any excluded activity.


Sports and activities

Is sailing covered as an activity?

Sailing is covered providing you're qualified and you're not racing. We don’t cover personal liability for this activity.


Is there cover for water sports?

Jet boating and powerboating are covered as standard, so long as you're not racing or competing.

For an additional premium we can cover:

  • High diving, as long as its amateur only and not the main purpose of the trip.
  • Scuba diving and mixed gas diving to 40 metres, as long as you're a qualified scuba diver or accompanied by qualified instructor, and not diving alone or involved in cave diving.

There's no cover for motorboats or diving with sharks.


Is cross-country skiing covered?

Pleasure skiing of this type is covered providing you've purchased winter sports and hazardous activities for an additional premium.


What happens if I get hurt while skiing, and I haven't taken out winter sports cover?

You won't be covered for medical costs. Winter sports cover doesn't just add on the specific winter sports (see the policy booklet). It's excluded from all sections of the policy, unless your policy schedule shows that you've bought winter sports cover.


Do I need winter sports cover for ice hockey?

Yes, you do. We can also cover field hockey for an additional premium.


Your health

What if I'm not sure if my medical needs are covered?

Call us on 0808 169 1195 and we can discuss your medical conditions.


Travel insurance

0808 169 1195

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