Travel insurance FAQs

Your frequently asked questions

Your travel insurance during coronavirus (COVID-19)

Buying travel insurance

Coronavirus outbreak (COVID-19)

Our travel insurance policies have an exclusion to prevent claiming for any circumstances which are known prior to purchasing a policy or booking a trip. 

Late on 11 March 2020 the World Health Organisation confirmed the coronavirus COVID-19 had reached pandemic status. Therefore it was reasonably foreseeable that it may give rise to a claim.

Accordingly, any new policy purchased after 3pm, 13 March 2020 may not cover a claim for cancellation due to Foreign & Commonwealth Office advice against travel at the time of purchase.

We'll continue to cover any medical claims because of coronavirus if you're travelling to an area where no FCO advice against travel exists.

Any new policy purchased, or trip booked on an annual multi-trip policy, will benefit from all other cover including emergency medical costs, cancellation and baggage.



Making 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 using our online form.

This will help our call centre, which is receiving a high number of calls during the coronavirus emergency.

I would prefer to talk to you, what can I do?

Our claim lines are still open, but we're receiving a high number of calls.

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.



Existing customers

We're closely monitoring the coronavirus situation and will update these FAQs regarding any effect to your cover.

I'm an existing customer or my policy is due to renew. Am I still covered?

If you've an existing policy with us it will remain valid.

Do be aware, our travel insurance policies have an exclusion to prevent claiming for any circumstances which are known prior to purchasing a policy or booking a trip. It's now foreseeable that the coronavirus could give rise to a claim.

Therefore, for any new trip booked after 3pm, 13 March 2020 under an existing annual multi-trip policy, it may not cover a claim for cancellation due to Foreign & Commonwealth Office advice against travel at the time of booking.

If you did book a trip when no advice was in place and your policy has been continuously renewed, then the cover will remain in place for that trip.

Despite this, any non-essential international travel which is against FCO advice may not be valid for a claim.

I have an annual multi-trip policy – can I book a new trip?

In other answers here, we said our travel insurance policies have an exclusion to prevent claiming for any circumstances which are known prior to purchasing a policy or booking a trip.

Therefore, for any new trip booked after 3pm, 13 March 2020 under an existing annual multi-trip policy, it may not cover a claim for cancellation due to Foreign & Commonwealth Office advice against travel at the time of booking.

However, your policy will still cover medical costs if you become ill in a country, providing you didn't travel against FCO or medical advice.



Travellers currently on a trip

I'm abroad and my return transport has been cancelled. What can I do?

  • If you're on a package holiday, the tour operator should provide alternative transport.

  • If you're an independent traveller, contact your operator to reschedule the journey or arrange a refund. You may have to book another plane, train, coach or ferry yourself.

  • If you've travel disruption cover on your policy, you may be able to claim to recover some of the costs you incur. For instance, if you need to extend your accommodation to your new departure date. But your claim will depend on any refund from your airline or transport operator.

Am I covered if I contract coronavirus on holiday?

If you do become ill on holiday, your travel insurance covers your medical expenses abroad, providing you didn't travel against FCO or medical advice.

I'm quarantined in a hotel. Do I have to pay for the room?

If you're confined to your hotel under doctor's orders for at least 48 hours, we'll pay for the room up to the policy limit.

And if you paid in advance for excursions or activities that you can't do because of your quarantine, we'll cover that up to a certain amount.

What if I miss my flight because of quarantine?

If your airline or travel provider can't book you on a later flight, we'll cover the costs for an alternate flight.


Find out how the AA is responding to the coronavirus situation.

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.

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