M&S Travel Insurance
We've been closely following the news and advice around Covid-19 which has continued to evolve
With the ongoing global situation and FCO guidance, we have decided to focus our attention on existing
customers whose travel plans may have been disrupted, and to withdraw M&S Travel Insurance to new
We hope this will only be a temporary measure, and we'll continue to keep a close eye on the situation.
What this means for you
If you don't currently hold an M&S Travel Insurance policy
You won't be able to get a new quote or buy M&S Travel Insurance.
If you already have a quote
Your quote is valid for 30 days, which means that you can still purchase a policy within this 30 day
validity period. To discuss your existing quote within its 30-day validity period please call us
on 0800 051 3263.
If you're an existing travel insurance customer
You'll still be able to renew your annual policy.
Travel insurance is designed to cover unforeseen events. In light of the ongoing global situation with
Covid-19 as widely reported in the media, there is now a high likelihood your travel plans may be
impacted. Depending upon your destination, you may therefore not be covered under your policy for
cancellation or abandonment because Covid-19 is now a known event. Please read your policy documents
before booking a trip.
For more information see the Covid-19 FAQs and to stay up
to date about the developing situation visit GOV.UK.
For existing customers who need to make a claim; if your claim does not
require urgent medical attention you can make a claim
The Travel insurance claims line is currently experiencing high call volumes. To
allow us to prioritise customers, we are asking you to only call if you were due to travel within the
next 7 days or are currently overseas. Alternatively you can register your claim online. Before
a claim, please ensure you have contacted your travel and accommodation provider to discuss a refund as
travel insurance only provides cover for your non-refundable costs.
Our in-store branch and bureaux are currently closed.
We're very sorry, but as a result of the impact of Covid-19, our bank branches and Bureaux de Change are currently closed. Don't forget, you can fulfil many of your banking needs through Internet Banking or our Banking App.
Can I exchange my foreign currency from M&S Bank back into sterling?
As soon as we’re able to re-open, we will be able to offer a currency refund for customers who purchased travel money from M&S Bank and are now unable to travel due to Covid-19 following advice from the UK Foreign and Commonwealth Office (FCO).
Customers will be able to exchange their currency for the full amount of sterling originally paid for the currency in any of our bureaux.
Can I still purchase currency?
We’re not able to offer any currency services at this time. Our bureau team are looking forward to seeing you again in the near future.
Credit Card and Personal Loans
M&S Credit Card and personal loan customers who are impacted financially as a result of Covid-19 should
contact us and we will look to support customers through a range of options depending on their
To further support customers, we can also look at temporary increases in credit card or overdraft limits,
this would be reviewed and tailored on the basis of individual customer circumstances.
If you would like to discuss your financial situation with us, visit our
contact us page to find useful information and ways to contact
Is it possible to apply for a payment holiday for my personal loan and/or credit card?
To support customers who are financially impacted by Covid-19, we’re currently working hard to deliver a payment holiday solution for customers who are up-to-date with their credit card/loan payments. Please check back on this page for updates, unfortunately we won’t be able to help with payment holidays in the interim.
If you are facing immediate financial difficulty, this might not be the right solution for you. Our Customer Services Team have a range of tools to help but please note these will likely have an impact on your credit file.
Am I entitled to claim money back if I haven’t received goods or services (e.g. travel
costs) as a result of Covid-19?
It will depend on the specific circumstances of your case.
You should contact the company where you have purchased the goods or services (e.g. the airline if you
have purchased airline tickets). They will help you understand why you haven’t received the goods
or services, and you should attempt to resolve the matter with them directly. This may result in a
refund or offer of an acceptable alternative such as booking for an alternative date.
If you haven’t been able to obtain a refund from the retailer, you can contact us to query the
transaction or raise a dispute.
If you can’t dispute the transaction, then it may be possible to claim under section 75 but this
will depend on the specific details of each case. We ask that you tell us exactly what happened, and
give us all relevant documents to support your claim. This is so that we can assess whether there are
grounds for a successful claim under section 75.
Following review of the above information, if you want to raise a dispute or make a claim please visit our dedicated page.
Here are some general guidelines relating to travel plans affected by COVID-19 and specific
If flights, package holidays, or events are cancelled it is important to refer to the contract and follow
the supplier’s refund/re-booking terms in the first instance. You should do this before any
dispute or section 75 claim.
Future travel plans:
If the travel arrangements are all still operational but you want to, or have already cancelled, any
refunds will be subject to the refund policy within the supplier’s terms and conditions. You may
not be entitled to a refund if you have voluntarily opted to cancel. It is worth contacting the supplier
in case they are willing to offer a refund or alternative as a gesture of goodwill in the exceptional
There will be no dispute or section 75 rights, unless the terms and conditions have an applicable refund
policy which the provider declines to honour.
I have health conditions and don’t want to take a risk by going on holiday:
Please seek medical advice. A GP may provide you with a letter to say that you’re unable to travel.
If you have travel insurance, you may be covered under your insurance policy or the insurance company
may be willing to pay out in some circumstances on an exceptional basis.
There will be no dispute or section 75 rights in these circumstances as you/your family member are not
able to travel and the supplier has not done anything wrong.
Myself or my family member is not well enough to travel:
You should consult your GP or seek medical advice. They may provide you with a letter to say that you or
your family member are not able to travel. If you have travel insurance, depending on your policy cover
you may be covered and/or the insurance company may be willing to pay out in some circumstances on an
There will be no dispute or section 75 rights in these circumstances as you or your family member are not
able to travel and the supplier has not done anything wrong. It’s worth contacting the supplier in
case they are willing to offer a refund or alternative as a gesture of goodwill.
I’ve booked my flights and hotel independently (i.e. not as a package) and the flights are
no longer available:
You should contact the airline company and hotel in the first instance to recover the cost of your
flights and hotel or to re-book alternatives. The hotel costs may not be recoverable unless you have
cancellation rights in the hotel supplier’s terms. If this isn’t successful, you may be able
to dispute the transaction.
I am on holiday and a lot of the facilities are closed, so I want to claim a refund for the value
of my holiday:
This will depend on the supplier’s terms and the specific circumstances of your case. You may not
be entitled to claim a refund if the closure of facilities is outside of the control of the travel and /
or accommodation/tour provider. The travel and/or accommodation/tour provider should communicate with
you if the facilities which you have booked for your holiday are not available during your stay (if this
is known prior to travel so that you can make an informed choice).
I’ve booked a holiday to a location but the embassy is no longer issuing
You should contact the airline company, travel operator or tour organiser and explain that you are unable
to travel. Depending on the supplier’s terms, you may be able to recover the cost of your trip or
re-book alternatives. If you have travel insurance, you may be covered under your insurance policy or
the insurance company may be willing to pay out in some circumstances on an exceptional basis. In order
to raise a dispute of section 75 claim, please ensure you provide us with the full details relating to
the booking and all subsequent correspondence with the suppliers and insurers. We will review your
specific case on its merits.
We will review these on a case by case basis.
I’ve booked flights and hotels for an event. The travel is available but is not required as
the event has been cancelled:
You should contact the airline company, travel operator or hotel and explain that the event has been
cancelled and ask if you are able to cancel. This will depend on your cancellation rights. Some
companies may offer you a refund or allow you to re-book given the circumstances. If you have travel
insurance, you may be covered under your insurance policy or the insurance company may be willing to pay
out in some circumstances on an exceptional basis.
You may be entitled to bring a section 75 claim depending on the circumstances of your case as long as
the total purchase price of the event tickets are greater than £100. You will need to provide us
with the full details relating to the booking, the supplier’s terms and all subsequent
correspondence with the suppliers and insurers and we will assess your claim on its merits.
I have booked flights to the USA, however they are going via a European hub airport. The current
advice is that the USA will not accept any passengers from Europe:
You should contact the airline company, travel operator or tour organiser in the first instance for
advice and guidance. The airline company may be able to offer you an alternative route, a refund or
offer an alternative booking. If you have travel insurance, you may be covered under your insurance
policy or the insurance company may be willing to pay out in some circumstances on an exceptional basis.
You may be entitled to bring a section 75 claim depending on the circumstances of your case. Please
ensure you provide us with the full details relating to the booking and all subsequent correspondence
with the suppliers and insurers. We will review your specific case on its merits.
Will there be any changes to my credit card APR, Fees or balance transfer offer due to
We haven't planned any changes to your APR, fees or existing balance transfer offer as a result of
Covid-19. If there are any changes to any products we will contact customers in advance of making
M&S Bank mortgage customers who are financially impacted as a result of Covid-19 should contact us and we
will look to support on an individual basis. Please call us on 0345 002 1127 to discuss your circumstances.
M&S Bank Services
If you are registered for Internet Banking, you are able to:
- Manage your credit card, current accounts and Everyday Savings Account online
- Update your contact details, request a change to your credit limit (M&S Credit Card customers
only), pay bills and make payments
- View the balances of your other M&S Bank products such as your M&S Cash ISA or M&S
M&S Banking App
Once you are registered for Internet Banking, you can download the M&S Banking App. As well as
allowing you to manage your accounts on the go, the latest version of our app also includes the ‘Digital
M&S PASS' - this is used to generate unique security codes that you'll need to access Internet
Banking, making our digital services more secure. With the M&S Banking App you can also:
- Securely sign in with either your fingerprint or face (on compatible devices)
- View statements for current account, credit card and everyday savings accounts
- View balances and see up to three months' transactions on any current account, credit card, Monthly
Saver and Everyday Savings Account you hold (max 300 transactions)
- Send money from your M&S current account to someone else you've paid before, and verified, using M&S
- Make payments to your M&S Credit Card using a debit card
Device restrictions apply.
Apple and the Apple logo are trademarks of Apple Inc., registered in the US
and other countries. App Store is a service mark of Apple Inc.
Android, Google Play and the
Google Play logo are trademarks of Google LLC.
We're currently experiencing a higher than usual volume of calls as we support customers impacted by
Covid-19, therefore we're encouraging customers to only call us if your query is urgent. Credit
card payment can be made using our automated phone service however - please call 0345 900
0900 and follow the instructions.
There are other ways to make a credit card payment, find out more.
Using your debit or credit card online
If you are shopping online, sometimes an
additional security check is required. To do this, we'll send a code (called a One Time Passcode) to
your mobile phone or your email address. It's really important that we have up to date contact details
for you. View our One Time Passcode FAQs
M&S Premium Club and Premium Current Account
What happens if I can’t use my Premium Club / Premium Current Account vouchers before the expiry date?
Vouchers with an expiry date between March and August 2020 have been extended until 31 March 2021. This includes hot drink vouchers, birthday gift, £10 treat vouchers and your £10 M&S vouchers to spend on clothing, beauty, lingerie and home.
You will receive a communication in the coming weeks with full details of these changes. You can continue to redeem your vouchers online at marksandspencer.com (where applicable).
It’s my birthday and I haven’t received my treat. Will I still receive this?
Your voucher should be with you shortly. We are extending the expiry date on our vouchers to ensure you do not miss out. You will receive a communication in the coming weeks with full details of the changes we are making to your vouchers.
M&S Premium Club with Travel Insurance and M&S Premium Current Account with
Insurance (existing customers only)
How do I make a Travel Insurance claim?
If your claim does not require urgent medical attention you can make a claim
M&S Bank Current and Savings accounts
Will my overdraft arrangement be impacted by Covid-19?
There are no planned changes to your overdraft arrangement. We put a new overdraft pricing structure
live on 14 March 2020 and the interest free element increased to £250. More information on these
changes is available on the current account
Can I access funds from a fixed-term savings account early if I have been financially
impacted by Covid-19?
If you're financially impacted by Covid-19 and need to access your savings, we will be waiving
access restrictions and early closure fees for the M&S Bank Fixed Rate Saver product. Customers can
still close their Monthly Saver account and withdraw the funds earlier if they need
Will the money in my M&S Bank Savings or M&S Bank Current Account still be
M&S Bank is covered by the Financial Services Compensation Scheme (FSCS), which
covers deposits up to £85,000 per person. This covers all eligible deposits in both sole or
joint current or savings accounts. View our dedicated
page for more information on FSCS.
If I miss a payment because I'm financially impacted by Covid-19, will my credit rating be
If you're at risk of missing a payment, please contact us as soon as possible. There are a number of
ways we can help you. Missing a payment may have an impact on your credit score.
BEWARE OF FRAUD – Some criminals may use the Covid-19 outbreak as an
opportunity to scam the public. This includes offering medical products, guidance or a safe haven
money. Remember, M&S Bank will never ask you to move money to a safe account. Please remain
and stay up to date with the latest information on our Fraud and Security page.
What happens if I become a victim of Card fraud whilst affected by Covid-19?
We're here to support you. If you think you have fallen victim to fraud, please contact us to query
the transaction or raise a dispute.
How will M&S Bank support customers in financial difficulty as a result of
We've announced a package of support to help customers financially impacted by COVID-19. This
- short-term support through application of a three-month payment holiday for your mortgage
- longer-term support through applying a reduced payment arrangement, or extending the term of your mortgage
- giving you early access to fixed-rate savings accounts without closure charges
- support for anyone with unsecured debt through reduced payments or breathing space to defer payments
due. These solutions are tailored to individual needs
- the option of a temporary increase in credit card and overdraft limits
Find the best way to make contact with us
Our In-store branch and bureaux are currently closed
Our in-store Bank branches and Bureaux de Change are temporarily closed, however, once our bureaux re-open, we will continue to offer a currency refund for customers who purchased travel money from M&S Bank and are now unable to travel due to Covid-19, following advice from the UK Foreign and Commonwealth Office. Don't forget, you can fulfil many of your banking needs through Internet Banking, our Banking App or via telephone.
Covid-19 has impacted our lives in different ways. Our Life Events pages have lots of useful information to support you during this time.