Covid-19 - What's covered under M&S Travel Insurance?

Effective 18 January 2022

As the COVID-19 pandemic continues there’s still a lot of uncertainty regarding overseas travel. The rules for travel can change unexpectedly, both in the UK and abroad so before booking any trip it's important that you fully understand the risks and book flexible options wherever possible.

Travel insurance is designed to protect you against unforeseen and unexpected events, however not all situations are covered. Please make sure you understand the terms and conditions of your booking and your travel insurance policy.

Foreign, Commonwealth and Development Office (FCDO) advice

Under the terms of your policy it is essential you check the Foreign, Commonwealth and Development Office (FCDO) website for your destination before you book your trip. FCDO travel advice sets out Covid-19 guidance and support and other risks that you may face if you travel abroad. Advice is under constant review and for travel to some countries and territories the FCDO continues to advise against all non-essential international travel. Countries have different entry requirements, for example, you may require a negative Covid-19 test or proof of vaccination and some are still refusing entry. There may also be a requirement for you to quarantine on arrival or return.

You will not be covered for any claim, if you travel against FCDO advice if you renewed or purchased a new M&S Travel Insurance policy on or after 17 January 2021.

M&S Club Rewards with insurance customers: if you took out cover or booked your trip on or after 8 February 2021, you are not covered for travel that goes against the advice of the FCDO or the local authorities in the area you want to travel.

You can stay up to date with the latest Foreign travel advice on the GOV.UK website.

Entry requirements for return to the UK

It is essential that you check the entry requirements for your return to the UK. England, Wales, Scotland and Northern Ireland have slightly different rules and you need to be aware of the travel rules that apply to you.

FCDO and Government Travel Rules

Will I be covered to travel to a country if FCDO advice against travel is in place?

Your Travel Insurance will not cover you if you decide to travel against FCDO advice.

For M&S Travel Insurance customers: This exclusion will apply to all new policies and policies renewed on or after 17 January 2021 – please check your policy documents.

M&S Club Rewards with insurance customers who took out cover or booked a trip on or after 8 February 2021 are not covered for travelling against FCDO advice. Please check your policy documents.

Will I be covered to travel to a country on the red list?

At the moment, the FCDO advises that you don’t travel to red list countries unless it’s essential travel. If the trip is essential travel, you’ll be covered. Essential travel could be travelling for urgent family reasons. Holidays and leisure trips are not considered to be essential travel; this is in line with the current government guidelines for COVID-19 and set out by the FCDO. This is subject to your policy terms and exclusions, which you'll find in your policy documents.

If the country I'm travelling to changes to the red list and I want to cancel my trip, will I be covered?

There is no cover if the country you’re booked to travel to moves to the red list. However, if the FCDO advise against all but essential travel in the 31 days before your trip you would be covered. If you want to cancel, first get in touch with whoever you booked with to talk about your options. If you’re unable to reschedule your trip or get your money back, you’ll need to contact Aviva to see if your claim can be considered.

Claims will not be considered if the country was on the red list or announced it would be moving to the red list, entry restrictions or FCDO advice against travel were in place at the time you booked your trip or purchased your cover (whichever is later).

If there are border closures or a stay at home lockdown at my destination, or a foreign government bans non-essential travel from the UK will I be covered if I need to cancel my trip?

Your travel provider should be able to help with this, so first get in touch with whoever you booked with to talk about your options. However, if you’re unable to reschedule, you’ll be able to make a claim if the restrictions are in place in the 31 days leading up to your trip.

You’ll only be able to do this if there weren’t any entry restrictions or FCDO advice against travel in place when you booked your trip or took out your cover (whichever is later).

Quarantine and Self-Isolations

If the country I am in is added to the red list unexpectedly, will you cover hotel quarantine costs when I return to the UK?

Yes. We'll cover your hotel quarantine costs when you get back to the UK, as long as the country you travelled to was not on the red list or announced it would be moving to the red list, and there wasn't any FCDO or any other government advice against travel, when you left the UK.

If I'm unexpectedly quarantined at an airport and can't continue my trip because of a medical assessment, temperature check or test result, am I covered?

Yes. If you unexpectedly need to quarantine, we'll cover any extra travel and accommodation costs to make sure everyone who's insured under the policy gets home, providing a return trip was booked. We'll also pay costs for any accommodation you haven't been able to use.

It's important to check the entry requirements for your destination before you book as you won't be covered if you don't meet these.

If I get Covid-19 or I’m advised to self-isolate before I travel, am I covered?

Yes, you're covered for cancelling your trip subject to any medical exclusions.

If you've previously had COVID-19, cover will depend on the severity of your symptoms and if you were admitted to hospital, referred for investigations or received any medication, or treatment. You should check the Your Health section of your policy booklet to find out what you need to disclose. You must disclose medical conditions as stated in the policy terms and conditions.

If I’m advised to self-isolate while I’m abroad, am I covered?

Yes. As long as you didn’t travel against FCDO or any other government advice, you're covered.

We'll help out with emergency medical treatment and extra accommodation and travel costs if you need to stay longer than you expected, up to the limits outlined in your policy documents.

If I’m advised to self-isolate while I’m on a UK holiday, am I covered?

Yes. As long as you didn’t travel against government advice, you're covered. We'll help out with extra accommodation and travel costs if you need to stay longer than you expected, up to the limits outlined in your policy documents.

Covid-19 and Vaccinations

If I get COVID-19 while I'm abroad, am I covered for medical treatment?

Yes. As long as you didn't travel against FCDO advice, you're covered for emergency medical treatment abroad subject to medical exclusions.

If you've previously had COVID-19, cover will depend on the severity of your symptoms and if you were admitted to hospital, referred for investigations or received any medication, or treatment. You should check the Your Health section of your policy booklet to find out what you need to tell us. You must disclose medical conditions as stated in the policy terms and conditions.

I’ve previously had COVID-19. Do I need to tell you and how will this affect my cover?

Cover will depend on the severity of your symptoms and if you were admitted to hospital, referred for investigations or received any medication, or treatment. You should check the Your Health section of your policy booklet to find out what you need to tell us. You must disclose medical conditions as stated in the policy terms and conditions.

If I can't travel because I haven't had my COVID-19 vaccinations, am I covered?

There is no cover under the policy if you can’t travel because you’ve not had the Covid-19 vaccinations. You should contact your travel provider to see if you can reschedule your trip. If you booked your trip before vaccination was a requirement and you cannot reschedule, then get in touch with the Aviva claims team who will consider your circumstances.

It's important to check the UK quarantine rules and your destination's entry requirements on the FCDO website before you book any trip. You won't be covered if these requirements were in place when you booked.

Proof of travel insurance cover

My tour operator has asked me to show them proof of insurance. Where can I get this?

M&S Travel Insurance: If you have been asked to provide proof of insurance to your tour operator or cruise provider, and require written confirmation, your policy schedule and policy wording contain all the required information. View your policy wording.

M&S Club Rewards with insurance: If you have been asked to provide proof of insurance to your tour operator and require written confirmation you can request this by visiting https://www.aviva.co.uk/mandstravelproof.

Policy Refunds – Retail only

If I cancel my travel policy, can I get a refund?

The terms and conditions on your policy don’t normally allow you to get a refund if you cancel before the end of your policy. Due to the current exceptional circumstances, we may consider a refund. To discuss this, you should contact Customer Services using the telephone number in your policy booklet.

However, if you’ve made a claim or think you may need to make a claim in this policy year, you won’t be eligible for a refund on your policy.