If you have a Single Trip or Annual Multi-Trip policy, cancellation cover may apply if your outbound public transport from the UK is cancelled or delayed and no suitable alternative is provided within 12 hours of the scheduled departure time.
This applies at the final departure point to or from the UK.
No.
Because of the longer duration of Backpacker policies, this particular cancellation benefit does not apply.
If you have a Backpacker policy and your outbound transport is cancelled, you should contact your travel provider to arrange an alternative.
If you bought your policy directly from our website or through an eligible sales channel, you may have been offered the optional Travel Disruption Cover upgrade.
This can be added:
When you buy your policy.
After purchase through your Customer Zone, where available.
If you have this upgrade, you may be covered for additional causes of flight cancellation that are not included under the standard policy.
Please check your policy wording for the exact circumstances covered.
Before making a claim, you should contact all relevant providers, including where applicable:
Your airline or travel provider.
Your hotel or accommodation provider.
Your credit or debit card provider.
Any other provider that may be able to offer a refund or alternative arrangement.
You will need written evidence showing that no suitable alternative or refund was provided.
For flights covered by UK261 passenger rights, if your airline cancels your flight, it must offer you a choice between:
A refund; or
Re-routing to your destination at the earliest opportunity; or
Re-routing at a later date, subject to availability.
If you choose to be re-routed and need to wait for the replacement flight, the airline may also be required to provide reasonable care and assistance, such as:
Meals and refreshments.
A means of communication.
Hotel accommodation where an overnight stay is necessary.
Transport between the airport and the accommodation.
These rights depend on whether UK passenger protection law applies to your particular journey.
For current guidance, see the UK Civil Aviation Authority's information on flight cancellations.
You should normally seek any refund, alternative travel or other assistance available from your airline or travel provider first.
Your travel insurance claim will be assessed after any amounts or alternatives available from those providers have been taken into account.
Keep written confirmation showing what the airline or other provider offered, refunded or was unable to provide.
You can submit a claim through your Customer Zone, which you can access using the details in your welcome email.
You should provide all relevant supporting evidence, including written confirmation from your travel providers.
No.
There is no cover for circumstances that:
Were known to you before you purchased the policy; or
Could reasonably have been expected to result in cancellation of your trip.
Similar travel insurance protection can apply where your pre-booked ferry or train is cancelled or significantly delayed.
You should follow the same claims process:
Contact the transport provider first.
Ask whether they can provide an alternative or refund.
Obtain written confirmation of what has or has not been provided.
Submit this evidence with your claim if cover applies.
Important: Your statutory passenger rights and your travel insurance cover are separate. All insurance cover is subject to the policy terms, conditions, exclusions, cover limits and any applicable excess. Please refer to your policy wording for full details.
