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Travel Insurance FAQs


Please see below our most frequently asked questions regarding cover under our policies, please click the question below to be taken directly to the relevant information, or view all FAQs below.

Brexit

Is my EHIC still valid?

Coronavirus (COVID-19)

How have we responded to the pandemic?

Am I covered for Coronavirus?

Am I covered for a Cruise (including a UK 'Cruise to nowhere' or 'Coastal Cruise')?

I am unable to travel due to Tier 4/Lockdown, what are my options?

I had to change my travel dates, can I move my insurance?

Can I postpone/extend my Annual Multi-Trip policy?

My package holiday balance is due, should I pay?

I am no longer planning to travel, can I cancel my policy?

Am I entitled to make a claim under my policy for Airline Failure (e.g. FlyBe)?

General

Can I travel against Foreign, Commonwealth & Development Office (FCDO) travel advice?

How do I make a claim?

I would like to make a complaint about my claim

If you can't find the answer to your question in our FAQs please contact us and our team will assist you further.


Is my EHIC still valid?

Yes, however what it covers has changed and once it expires, you’ll need to apply for a GHIC to replace it.

What has changed?
Since the 1st January 2021 a UK issued EHIC (or GHIC) is only valid in the EU, it is no longer valid in Norway, Iceland, Liechtenstein or Switzerland.

You can however use a UK passport to get medically necessary healthcare in Norway (for example emergency treatment, or to treat a pre-existing condition).

How do I apply for a GHIC?
You can apply for a GHIC here

What else do I need to know?
Your GHIC or EHIC covers you for emergency medical treatment only including treatment of a chronic or pre-existing medical condition that becomes necessary during your visit. It can also cover oxygen and kidney dialysis, but you will need to pre-book these treatments before you depart for your trip. It will not cover your medical treatment if you're travelling abroad specifically to have medical treatment, including giving birth.

Do I still need travel insurance if I have an EHIC or GHIC?
The gov.uk website recommends all UK travellers to take out appropriate travel insurance policy when travelling abroad. It is important to remember that an EHIC or GHIC does not cover you for rescue or repatriation costs, or if you are on a cruise. It’s also important to remember that each EU country’s healthcare system is different and without insurance you may have to contribute to some of the cost of your care – like locals do.

Important
The information provided in this answer is an overview of the information held on the NHS GHIC site and was last updated on 21st January 2021. It is likely this information will change over time so while we will update regularly we recommend checking the NHS GHIC site for full details.

How have we responded to the pandemic?

Please click here to download our COVID-19 response overview

Am I covered for Coronavirus?

Any policy sold by Cedar Tree includes cover for any medical claim due to Coronavirus* while travelling so long as you are travelling to an area where no FCDO advice against travel exists. We include cover for cancellation due to you falling ill with Coronavirus* and being unable to travel or being required to self isolate, subject to medical certification or an official test result. We additionally include cover for curtailment due to the death of a close relative due to Coronavirus*

Click here to view common scenarios and the cover available under your policy on our dedicated Coronavirus Page.

The cover for cancellation under your policy for Coronavirus* will depend upon when you purchased your policy and when you originally booked your trip.

If you purchased a new policy after midday on the 13th March 2020
Any new policy purchased after midday on the 13th March 2020 will not cover any cancellation due to government restriction on travel due to Coronavirus* or any future pandemic (for example the FCDO advising against all travel or all but essential travel to your destination or your flights being cancelled).

If you renewed a policy after midday on the 13th March 2020
So long as there was no break in cover then for any trip originally** booked prior to midday on the 13th March 2020 you will continue to receive cover for cancellation due to government restriction on travel due to Coronavirus* or any future pandemic (for example the FCDO advising against all travel or all but essential travel to your destination or your flights being cancelled). For any trip originally** booked after this date and time no cover will apply for cancellation due to government restriction on travel due to Coronavirus* or any future pandemic.

If you purchased or renewed a policy prior to midday on the 13th March 2020
Your policy will cover cancellation due to government restriction on travel due to Coronavirus* or any future pandemic (for example the FCDO advising against all travel or all but essential travel to your destination or your flights being cancelled) so long as both your policy and the trip where originally** booked prior to the 13th March 2020. If your trip was originally** booked after this date and time then no cover will apply for cancellation due to government restriction on travel due to Coronavirus* or any future pandemic.

* Coronavirus (COVID-19), severe acute respiratory syndrome coronavirus (SARS-COV-2) or other Pandemic Illness.

** If you originally booked a trip prior to the 13th March 2020 at midday and you move this trip to a later date (for example by way of date change or voucher) you will continue to receive cover for cancellation claims in relation to Coronavirus for that trip.

Am I covered for a Cruise (including a UK 'Cruise to nowhere' or 'Coastal Cruise')?

Yes, all our policies include up to £15 million of cover for on board emergency medical costs including the costs of repatriation (emergency evacuation) where medically necessary. This applies for all cruises including a UK 'Cruise to nowhere'* or a UK 'Coastal Cruise'**

All normal cover included in your policy also applies including cover for cancellation, curtailment, baggage and more, please refer to the schedule of benefits and the terms found in your policy wording for further information for your chosen cover level. Please note we also offer an optional 'Cruise Cover' add on which provides additional cover including Unused Excursions cover, Missed Port cover and Confinement To Cabin cover, if you have already purchased your policy and would like to add this cover please visit your Customer Zone to add (subject to terms and additional premium).

We understand that some cruise lines require proof of this cover so we have issued a confirmation of cover letter as follows:

* A 'Cruise to nowhere' is a cruise that departs from and returns to a UK port without calling at any additional ports. Cover is in force from the time you leave port in the UK to the time you return to port in the UK. This cover stems from the insured person being outside their Home Area while at sea as the territorial waters around the UK do not form part of the Home Area definition within our policy wording.

** A 'Coastal Cruise' is a cruise that departs from and returns to a UK port stopping at one or more UK ports. Cover is in force while at sea, from the time you leave one port to the time you disembark at the next, limited cover applies while on land in the UK. This cover stems from the insured person being outside their Home Area while at sea as the territorial waters around the UK do not form part of the Home Area definition within our policy wording.

I am unable to travel due to Tier 4/Lockdown, what are my options?

If you are unable to travel due to a national lockdown or regional travel restrictions the coverage under your policy depends on the date on which you purchased your policy or booked your trip.

Policies Purchased Prior to 13th March 2020 (including Annual Multi-Trip renewals with continuous cover)

For any trip you originally* booked prior to the 13th March 2020 your policy includes cancellation cover for government or other regulatory authority introducing either a local (i.e Tier 4) or national lockdown due to Coronavirus which remains in place at time of departure preventing you from travelling.

* This includes any trip you originally booked prior to the 13th March 2020 at midday and you subsequently moved this trip to a later date (for example by way of date change or voucher).

For any trip you booked after the 13th March 2020 your policy does not include cover for cancellation due to a pandemic. Please note the following information that may be of use:
  • If your travel was booked via a tour operator, if they cancel your holiday they are legally required to offer you an alternative holiday, a credit voucher or a cash refund.
  • If you hold a single trip policy and move your holiday we are in most instances able to change your travel dates at no cost. Please see 'I had to change my travel dates, can I move my insurance?' for more information.

Policies Purchased on or after 13th March 2020

Your policy does not include cover for cancellation due to a pandemic. Please note the following information that may be of use:
  • If your travel was booked via a tour operator, if they cancel your holiday they are legally required to offer you an alternative holiday, a credit voucher or a cash refund.
  • If you hold a single trip policy and move your holiday we are in most instances able to change your travel dates at no cost. Please see 'I had to change my travel dates, can I move my insurance?' for more information.
  • If you are no longer travelling under your policy, please see section 'I am no longer planning to travel, can I cancel my policy?' for further information.

I had to change my travel dates, can I move my insurance?

If you hold a Single Trip or Backpacker policy you are able to change your cover dates subject to some terms and conditions. If you hold an Annual Multi-Trip policy please see the section Can I postpone/extend my Annual Multi-Trip policy?

If you need to move your policy back by up to a year:

You can move your policy at no cost so long as your new travel starts within a year of your original start date on a like for like basis, in many cases once you have changed your date you will be able to make other mid term adjustments such as increasing cover duration or upgrading your area of cover. To do so please enter your Customer Zone from your initial purchase e-mail and click 'Change my Travel Dates', please note for your security you will need to enter your post code to verify your identity.

If you need to move your policy back more than a year:

If you wish to move your policy back more than a year from your original start date we may be able to do so subject to certain terms and conditions. Please contact our customer services team for further information.

Can I postpone/extend my Annual Multi-Trip policy?

We are unable to postpone or extend an existing Annual Multi-trip policy, we have however added additional value to your policy as follows at no additional cost:
  • For all policies renewing on or prior to 31st May 2021 we will provide you 15 months for the price of 12 (3 months extra free) when you renew your policy.
  • All Annual Multi-trip policies include continuous cover at renewal. This means that for any trip originally booked prior to 13th March 2020 you will continue to receive cover for cancellation claims in relation to Coronavirus for that trip.
  • We have improved the cover under your policy for Coronavirus for trips originally booked on or after the 13th March 2020 at no additional cost as outlined here

My package holiday balance is due, should I pay?

Our policies do not cover reimbursement for a deposit if you fail to make payment for the balance when due. We recommend reading the following article which provides guidance on this issue: https://www.moneysavingexpert.com/news/2020/02/coronavirus-travel-help-and-your-rights/#stoppaying

I am no longer planning to travel, can I cancel my policy?

You can cancel your policy through the customer zone using the process outlined below, the amount we will refund depends on how long you have had your policy and when you purchased you policy (as we have special conditions for policies purchased prior to Coronavirus being declared a pandemic). You will not be able to cancel your policy if you have made a claim under the policy. Terms and Conditions apply.

How to Cancel Your Policy:
  1. Open your policy purchase e-mail.
  2. Click 'View our Customer Zone'
  3. Enter your post code to verify your identity
  4. Click 'Edit Your Policy'
  5. Click 'Cancel Policy'
  6. Confirm you have not made nor do you intend to make a claim under this policy

How much we will refund:
If you cancel an Annual Multi-Trip Policy:
  • prior to the start date, or, within 14 days of purchase (so long as you have not travelled): 100%
  • 6% per full month remaining on cover if you purchased via our direct website or your policy was a renewal. 5% per full month remaining on cover in all other cases.
If you cancel a Single Trip or Backpacker Policy:
  • within 14 days of purchase and prior to the start date: 100%
  • after 14 days of purchase or after the start date: No Refund

How much we will refund (policy purchased prior to 24th September 2020):
If you cancel an Annual Multi-Trip Policy:
  • prior to the start date, or, within 14 days of purchase (so long as you have not travelled): 100%
  • in any other circumstance: 6% per full month remaining on cover minus a £15 admin fee
If you cancel a Single Trip or Backpacker Policy:
  • within 14 days of purchase and prior to the start date: 100%
  • after 14 days of purchase and prior to the start date:
    • between 14 and 30 days after purchase: 70%
    • between 31 and 60 days after purchase: 60%
    • more than 60 days after purchase: 50%
  • after the start date: No Refund
By following this process, we aim, if your request is approved, to process your cancellation within 2 working days of receipt and thereafter funds should reach your account within 3 to 5 working days.

Am I entitled to make a claim under my policy for Airline Failure (e.g. FlyBe)?

Almost all of our policies include Scheduled Airline Failure Cover or End Supplier Cover. To claim under these sections please contact IPP Claims

Make a claim online: www.ipplondon.co.uk/claims.asp

Make a claim by phone: Call IPP Claims on 0345 266 1872

Can I travel against Foreign, Commonwealth & Development Office (FCDO) travel advice?

No. Before you travel you should review the FCDO Foreign travel advice. If you choose to travel against FCDO or other regulatory advice then your policy will be invalid and you will be travelling as if uninsured (this means that no cover will apply under any section of cover).

Please note in relation to 'essential travel' our policies are not valid where the FCDO has advised against 'all', or, 'all but essential' travel to a destination. Unfortunately this means even if your travel is deemed essential we would be unable to provide cover.

How do I make a claim?

The quickest way to make a claim for cancellation due to Coronavirus is online. Please be aware that in all cases you should attempt to obtain a refund or voucher from your travel provider prior to making a claim. If you are concerned about the requirement to notify us as soon as possible of a loss please be assured that you do not need to make a claim until such point as your travel provider has formally in writing denied your request.

Please note if your travel is currently due to occur after 9th May 2021 then we will be unable to process a claim for cancellation at this time. Due to the constantly moving nature of the pandemic we are reviewing this date on a weekly basis, so, please check back on 26th April for any change to the allowed travel dates.

Make a claim online: Enter your Customer Zone from your initial purchase e-mail and click 'Make a Claim', please note for your security you will need to enter your post code to verify your identity.

Make a claim by phone: Call CEGA Travel Claims on 01473 921 257 noting scheme Code: A00806. Their team are available 8am-6pm Monday to Friday and 8am-4pm Saturday.

Please note the above information relates to general claims only, if you need to make a claim for a Medical or other Emergency, under Gadget Cover or for Scheduled Airline Failure or End Supplier Failure please view our claims page for more information.

I would like to make a complaint about my claim

Due to the unprecedented number of claims at this time please be aware that we are unable to accept a complaint unless the time to resolve your claim has exceeded 30 days. Once your claim has exceeded this limit, or, if you would like to make a claim in relation to a partial or full denial of your claim then you may make a complaint by e-mailing complaints@cedartreeinsurance.com.