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Coronavirus travel insurance: who has the best ‘Covid cover’?

Find out how to get the best policy for 2021 and beyond

Coronavirus travel insurance: who has the best ‘Covid cover’?

Holidays to countries on the ‘amber list’ are now allowed for people who have been double vaccinated. But getting insurance might be tricky.

While the government isn’t advising against holidays to amber list countries, the Foreign, Commonwealth and Development Office (FCDO) still advises against all but essential travel to most destinations on the list. In many cases, this would completely invalidate a travel insurance policy.

Even if your insurance is valid, there are still a number of Covid-related issues that could wreck your holiday, even if you’ve been double vaccinated, making travel insurance an essential purchase.

Our experts have examined more than 250 travel insurance policies to tell you which are the best overall and which have the most comprehensive cover for coronavirus-related incidents.

Meanwhile, the new Which? Holiday Checker will help you find out which travel firms have the best and most reliable refund policies.

Which? Holiday Checker
Which? Holiday Checker

Find the answers to your questions by clicking the links below:

Will my holiday firm refund me?

Before you claim on your travel insurance, you’ll first need to check if you can get a refund from your travel provider. Or, if you’ve booked the flights and accommodation yourself, you’ll need to seek refunds from them before contacting your insurer.

Sadly, the pandemic has shown that not all holiday firms play by the rules when it comes to refunds.

Many firms have rapidly refunded customers for cancelled trips, but others have hung onto cash for months, and in some cases broken the law.

The new Which? Holiday Checker tool sifts through over 80 holiday providers’ terms and conditions to help you find out what kind of response you can expect.

Nearly half of firms made our Green category for having rapid refunds and no-quibble cancellation policies. Among these were Which? Recommended Providers (WRPs) Jet2 Holidays, Kuoni and Hays.

Only a handful of companies made the Green+ list, including WRPs Explore and Exodus. To make this category, Green-rated firms also need to refund those unable to travel because NHS Test and Trace has told them to isolate.

As for the other firms we looked at, one in five were classed as Amber – for following legal obligations but nothing more – and three in ten were Red. Firms with this rating might stall or pass the buck on refunds, while others weren’t transparent about their terms and conditions – a major problem for would-be travellers.

Can I get insured for amber list travel?

You might be able to, but it depends on a number of factors.

If the FCDO still advises against non-essential travel to a destination, your insurer is very unlikely to cover you to visit. Currently, more than half of the countries on the amber list have FCDO warnings in place.

Many policies will be completely invalidated if you travel to one of these countries, meaning you won’t even be covered for incidents unrelated to Covid, such as lost luggage or injury.

Then there are the risks you face even if your destination is given the go ahead from the FCDO.

You might, for example, find a country slips on to the red list, meaning you’ll have to fund a £1,750 stay in a quarantine hotel. Don’t expect your insurer to pay out for this, as it currently looks like they won’t.

The Association of British Insurers (ABI), which represents the insurance industry, indicated that insurers won’t fund the cost of quarantine hotels on return to the UK, but that you should check with your insurer. You can find more detail on the ABI’s FAQs page.

Then there’s a chance the country’s own entry requirements won’t permit you to visit, or that you could contract Covid yourself and have to stay at home.

For all of these scenarios and more, you’ll need a travel insurance policy with comprehensive Covid cover. Luckily, we’ve reviewed hundreds of them to help you pick one, as you’ll see in the section below.

After we published our reviews, a new policy launched offering what it calls ‘enhanced’ Covid-19 cover.

Available via insurance brokers and backed by the British Insurance Brokers’ Association (Biba), the policy will cover amber list destinations even if the FCDO still advises against non-essential travel to them.

The new policy, which we have not reviewed, is being offered by Jackson Lee Underwriting (JLU). It’s important to check with your insurer and on the FCDO’s website to confirm you’ll be covered for an amber list trip.

Which policies have the best coronavirus cover?

From fresh lockdowns and changing lists to getting sick or being denied boarding, there are still dozens of ways the pandemic could wreck your holiday, even if you’ve been vaccinated.

This is even the case if you’re travelling to a green list country.

Thankfully, there are some insurers who offer protection for all or many of these.

We’ve sorted policies into four categories based on the strength of their Covid cover. From weakest to strongest these are:

  • Basic For policies providing emergency medical cover and repatriation for coronavirus while you’re away.
  • Low Insurance that covers unrecouped costs from cancelling your holiday if you’re diagnosed with Covid-19.
  • Superior Policies that cover cancellation if you’re told to self-isolate without testing positive yourself, for example if you receive a test and trace notification via the NHS app.
  • Complete Our highest rating. Complete policies cover you for cancellation if you can’t travel due to changes in FCDO advice or because of a lockdown.

We gave our Complete rating to just two policies (1%). Both of these are from banks. The Barclays Travel Pack add-on is for current account holders, and HSBC’s Select and Cover, is available to current account, savings account, mortgage and credit card customers.

You’d be eligible for HSBC’s travel insurance if you opened an Online Bonus Saver account with a minimum of £1.

While this might sound discouraging, the good news is that 32% of policies achieved our Superior rating, providing a decent level of cover.

And 53% of the policies we analysed had Low cover, while 14% received our Basic rating.

All readers can find a breakdown of different policies’ Covid cover levels on our best and worst travel insurance page. We’ve also given each of them a policy score, based on their wider cover, including for non-Covid related incidents. Which? members can log in to see these on the same page.

‘Covid cover’ confusion

When we surveyed 2,800 travel insurance customers between February and March 2021, there was a gulf between what they thought was covered and the likely reality.

Around half of respondents thought they would be covered for cancellation in the case of another lockdown, or if the FCDO changed its advice on travel to their destination. In reality, we found only two policies that would cover this.

On the other hand, only half of respondents thought they were covered for medical treatment if they caught Covid-19 overseas (the equivalent of our Basic rating), when in fact every insurer we analysed offered at least this much protection.

To address this disconnect between what customers think is insured and what insurers actually cover, we urged travel insurance providers to be clear about Covid-cover terminology, and to clearly outline what is and isn’t covered on their websites.

Our findings inspired the FCA to write to over 1,000 travel firms to remind them of their obligation to ensure customer communications are ‘clear, fair and not misleading’, particularly around ill-defined terms like ‘coronavirus cover’ and ‘enhanced Covid-19 cover’.

What should I look for when I’m buying travel insurance?

When searching for a policy, make sure you look for the following things:

  • Coronavirus medical and repatriation cover To cover you if you’re infected when you’re away.
  • Coronavirus cancellation cover You’ll need this if you want to be able to claim on insurance for refunds if Covid stops you travelling for any reason. Our ratings will tell you how much Covid cover an insurer has.
  • Scheduled airline failure insurance (SAFI) To cover you if your airline goes bust.
  • Excesses This is what you’ll pay towards what your insurer pays out. You’ll need to be able to afford them if you’re claiming.

Which? recommends getting the following levels of cover:

  • Emergency medical cover £5m worldwide
  • Cancellation, curtailment and missed departure £2,000 or the value of your holiday
  • Personal belongings and money £1,500
  • Personal liability £1m

Find out more: flight cancellations and compensation

How can I make a claim?

The pandemic has left thousands of holidaymakers out of pocket. If you had a trip booked that you now can’t take, you might need to make a claim yourself.

Insurers will only pay out for costs that can’t be refunded by travel or accommodation providers, so you should get in touch with them first. If you approach insurers with a claim before exploring the refund route, they will want you to do that before you can progress further.

Next, make a list of all the non-refundable costs you want to claim for. Not just hotels and flights, but transfers, tours and excursions.

After that, you’re ready to contact your insurer. We’ve gathered the claims numbers for more than 40 travel insurance providers in the table below. Click the name of the insurer to see our review of its service and find more details about how to make a claim.

If we don’t have a review, contact your insurer directly for more information.

Can I claim on insurance if I’m offered rebooking vouchers?

If you accept vouchers or refund credit notes (RCNs) as compensation, you can’t claim for cash from your insurer as well, as this would be a double claim.

Legally, you should be able to reject vouchers and get cash refunds instead, but many holiday firms have ignored this rule.

Your insurer will likely advise you to pursue this legal right if you’re in this situation. The ABI told us: ‘Where travel operators have a legal obligation to refund customers, insurers expect them to honour that legal agreement. Insurance cancellation cover kicks in when no other safety net is available.’

After campaigning from Which?, the government confirmed that RCNs will be covered by the travel industry’s Atol scheme. This means if you accept an RCN and your holiday provider goes bust, your money will be protected.

If you’re not offered a cash refund by your travel operator, and you don’t want to accept an RCN, Which? believes banks should refund customers under Section 75 of the Consumer Credit Act 1974, for purchases by credit card of more than £100, or through the chargeback scheme for other purchases.

Banks don’t always accept these claims, but card issuer Mastercard has confirmed that chargeback is valid in these cases.

Find out more: claiming from your bank for coronavirus holiday and event cancellations

This story was originally published on 25 February 2020 and has been updated since then. The latest update was to reflect our new Holiday Checker tool and was published on 4 August 2021. Additional reporting by Dean Sobers.

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