Volcanic Ash - UK Airspace Disruption

UPDATE: 18th May 2010

The volcanic ash cloud is continuing to cause disruption across UK airspace. Customers are advised to contact their airlines before travelling.

Travel Insurance FAQ

Q. If I buy a policy now will I be covered if flights are disrupted again due to the ash cloud?
A. The volcanic activity in Iceland will be considered an ongoing event until such time as it is deemed to have stopped. Customers taking out new policies will not be covered for travel disruption caused by any ongoing volcanic activity.

Q: My airline/tour operator has cancelled my flight, what should I do?
A: Your airline or tour operator has a duty to rearrange your flight or offer a refund.

Cancellation cover is only available on your policy after a delay of 24 hours or more from the specified time of the international outward departure. For this cover to apply you must have checked-in for your flight in line with your original booking conditions. (please refer to your policy wording for full details)

Q: My airline is refunding my flight cost, but I have booked a hotel independently which can't be refunded. Can I make a claim?
A. The underwriter will consider claims where elements of your holiday, for example accommodation or car hire, have been booked independently (i.e. not as part of a package). You must provide written confirmation of the flight cancellation from your airline.

Q: I was due to fly home a couple of days ago but am stuck overseas as my flight home has been cancelled ? will my insurance cover be extended?
A. As the circumstances are beyond your control, your insurance cover automatically extends, without charge, until such time as you are able to return to the UK

Q: I am stranded abroad with no money and need medical treatment, what should I do?
A. As the insurance cover is automatically extended to cover such events, contact should be made with the Emergency Assistance Service who will be able to help.

Q: If I travel home by road/train/ferry instead of waiting for a rescheduled plane, do you pay those costs or should I go to the airline?
A. Your airline will offer you a refund or an alternative flight, if you want to use this reimbursement to fund alternative transport arrangements you can but any additional costs will not be recoverable under your travel insurance policy.

Q: My holiday has been delayed and I can't take it later. Can I make a claim on my insurance?
A. Airlines and tour operators are providing refunds or the option to re-arrange. There is no cover on you insurance to reimburse such costs apart from where, for example accommodation or car hire, has been booked and pre-paid independently and there is no refund available. You must get written confirmation from the airline that the flight has been cancelled.

Q: Can I rearrange my Single Trip insurance?
A. If you are unable to take the trip due the volcanic ash disruption, we can change the dates on your insurance policy - subject to any additional premium being applicable because of a change in destination or trip duration.

Q: If this eruption triggers the adjacent volcano to erupt (as history says will happen) is this classed as a new event or the same event?
A. The volcanic activity in Iceland is a known event and historically this may affect the geology of nearby volcanoes and as such this would seen as a continuation of the current situation.

Q: I am stranded overseas and have run out of my prescription medicine, can I make a claim to recover the costs of buying more?
A. The underwriter will consider claims for the cost of required prescription medication, subject to the relevant policy excess. You should keep all relevant receipts.

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