Holiday Extras policies do not provide cover for customers who are choosing to travel against the advice of the FCDO.
If a customer has purchased a policy for a destination which is against the advice of the FCDO, after the FCDO advice has been put in place, then we would need to offer to cancel their policy.
Please cancel these policies using the following cancellation reasons:
- Within 14 days: ‘within 14 day period’ - full refund
- Outside of 14 days: ‘Outside 14 day period, change in FCDO advice’ - pro-rata refund
Please note: We would need to check the date the policy was purchased and the date the FCDO advice changed.
For example, if the FCDO advice advised against travel on 01/09/2020 and the customer purchased the policy after that date, we would cancel with a full refund. Where as, if the policy was purchased on 01/08/2020, then it would be a pro rata refund, as cancellation cover was provided prior to the FCDO advice change.
We have a large amount of messaging on our website and confirmations which show that there is no cover provided. This is also detailed on their email confirmation and certificate. The Aggregators have also got messaging throughout the booking flow to advise that customer's need to check individual policies for cover against the advice of the FCDO.
Policy Extensions
- Customers have contacted us, as they are currently abroad and want to extend their holiday.
- Check the FCDO advice for where the customer currently is: https://www.gov.uk/foreign-travel-advice, use the search bar to type in the customers destination.
The FCDO is not advising against travel:
- Policy can be extended with the customer paying the additional premium.
The FCDO is advising against travel but says ‘The FCDO is not advising those already travelling in XXX to leave at this time' and the customer wants to stay out of choice (for example, having a good time):
- Policy can be extended with the customer paying the additional premium.
The FCDO is advising against travel but says ‘The FCDO is not advising those already travelling in XXX to leave at this time’ and the customer needs to stay due to something out of their control (for example, flight cancelled):
- Medical cover will automatically be extended (no need to amend on MG) but if full cover is required, we will need to amend the policy and the customer will need to pay the additional premium.
The FCDO is advising against travel and advising those currently there to return home and the customer wants to stay out of choice (for example, having a good time):
- There is no cover as the customer is going against the advice of the FCDO.
The FCDO is advising against travel and advising those currently there to return home and the customer needs to stay due to something out of their control (for example, admitted to hospital):
- Refer the policy, using the Referral process.