Read about our award winning Coronavirus (COVID-19) cover included on all policies here

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.

Coronavirus (COVID-19)

Am I covered for Coronavirus?

Am I covered to cancel my trip if the outbound flight is cancelled?

Am I covered if my flight is delayed?

I am abroad and my return flight has been delayed to a later date so I return after by policy expires, what do I do?

What will I need to do if I test positive?

Am I covered for the cost of COVID testing?

Am I covered to travel to an 'Amber' or 'Red' list country?

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

I need written confirmation my policy covers COVID

I need written confirmation my policy covers personal liability while skiing

I am unable to travel due to a 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?

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

Am I entitled to make a claim if my Airline, Hotel or other travel provider goes into administration?

General

Travelling to the World Cup in Qatar?

How is my Insurance Premium Calculated?

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 a delay in processing my claim

How to make sure you receive our emails

Reciprocal Health Agreements

Is my EHIC still valid?

What is a GHIC and how do I get one?

Other Reciprocal Health Agreements

Major Incident Advice

For certain incidents we issue a Major Incident Advice document, you can download the latest below:

If you need access to an older Advice please click here

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


Am I covered for Coronavirus?

Any policy sold by Cedar Tree includes cover for any medical claim due to Coronavirus*. 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.

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 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 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 to cancel my trip if the outbound flight is cancelled?

As standard all our single or annual multi trip travel insurance policies cover cancellation of a trip if your outbound flight, departing from United Kingdom, is cancelled and no suitable alternative public transport is provided within 12 hours of the scheduled time of departure. Cover is only provided if your flight is cancelled due to strike, industrial action, adverse weather conditions or if there is a mechanical breakdown or a technical fault occurring in the public transport on which you are booked to travel.

If your flight is not cancelled due to these reasons or you decide not to abandon your trip and to continue with your holiday, you will receive an allowance for each 12 hour delay to help you pay for telephone calls, meals and refreshments.

If you purchased your policy direct from our website or via select other channels we offer an optional Travel Disruption upgrade both at the point of purchase or as a post sale option in your Customer zone. Clients that have taken this cover may have cover if their flight was cancelled as a result of a number of other eventualities, if so please refer to your policy wording for further clarification.

If you need to make a claim under your policy, you should contact your all providers including for example your travel, hotel and credit/debit card providers in the first instance as you will be required to submit a written confirmation from them proving no alternative or refund was provided in order for us to assess your claim. You can submit a claim online by accessing your Customer Zone from your welcome e-mail.

Please note that we will not provide cover for circumstances known to you before your purchase or which could reasonably have been expected to lead to cancellation of the trip. All cover will be subject to all other terms and conditions of your policy. Should your flight be cancelled by the airline, they are legally responsible to either provide you an alternative flight or full refund. They are also liable to provide overnight accommodation until the alternative flight becomes available. Since the EU 261 regulation was passed in 2004, passengers have been protected against severe flight disruption. The legislation confirms that long delays, cancellations, missed connections and flight re-bookings cause great inconvenience to the passenger, and as such affected passengers should be compensated.

Please note that similar protection exists where your travel is via pre-booked ferry or train and the same process should be followed. All the cover we have outlined is subject to terms and conditions, please check your policy wording for further clarification.

Am I covered if my flight is delayed?

If your flight is delayed for more than 12 hours, all of our policies offer a delayed departure benefit. This is designed to help you pay for telephone calls, meals and refreshments purchased during the delay.

Please note if the delay in your flight will cause you to return on a date later than covered under your policy please see I am abroad and my return flight has been delayed to a later date so I return after by policy expires, what do I do?

I am abroad and my return flight has been delayed to a later date so I return after by policy expires, what do I do?

If your return flight (or train/ferry) is cancelled while you are abroad and replaced with a later flight (or train/ferry) your policy will automatically extend at no cost (and without need to notify us). Please note this is subject to you returning on the first available alternative date offered by your travel provider. If your flight cancellation means you departure is delayed by more than 12 hours you may be able to claim under your delayed departure benefit, see Am I covered if my flight is delayed? for more information.

If you do not wish to return on the first available date offered by your travel provider we may be able to offer you an extension while abroad, in most cases you will be able to do this online via your Customer Zone.

What will I need to do if I test positive?

Unless your destination requires a COVID test then you have no obligation to take one prior to travel under our policy. If your destination does require a test or you wish to take one as you feel unwell we would generally recommend using a private test as noted below as this will include a standardised Fit (or unfit) to Fly Travel certificate. As standard the following options are available to you to prove you have tested positive

  • A private test from a provider that provides a Travel certificate, for example* https://covid.randox.com/pre-departure/
  • Any other written confirmation of a positive COVID test from a relevant source for example a pharmacy, doctors surgery or hospital.
* Please note this is not an endorsement of this particular provider, we use this as an example as they are one of the largest providers in the UK.

Am I covered for the cost of COVID testing?

No. Our policies do not cover the cost of COVID tests either prior to, during, or post your travel

Note: Our claims team will assess costs for COVID tests required by a doctor or hospital as part of a valid claim for emergency medical assistance on a case by case basis. Claims for COVID tests for any other reason (for example pre-departure, in hotel/venue or post arrival tests) will not be covered.

Am I covered to travel to an 'Amber' or 'Red' list country?

You can travel to any destination listed on your certificate of insurance. Cover under your policy is not impacted by the traffic light system (you may travel to green, amber or red countries), however, if you travel to a country where the Foreign, Commonwealth and Development Office (FCDO) or other regulatory authority advise against travel your cover may be reduced, click here for more information.
You should familiarise yourself with the current regulatory advice for travel prior to your travelling (in particular the requirements for testing and quarantine under the traffic light system), please click here for more information.

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'**

Our policies also include reasonable additional transport and/or accommodation expenses incurred if you are required to quarantine off ship. Depending on your circumstances this would generally include the cost of a hotel room while you quarantine and transport either home or to rejoin the 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 need written confirmation my policy covers COVID

We understand that certain countries and travel companies are requiring written confirmation of medical and repatriation cover if you contract COVID-19 while travelling. If you need such a confirmation you can obtain this by accessing your Customer Zone where you will be able to download a policy document entitled 'COVID-19 Cover Confirmation'.

I need written confirmation my policy covers personal liability while skiing

We understand that certain countries and travel companies are requiring written confirmation that your travel insurance includes personal liability cover for winter sports. If you have included winter sports cover on your policy and need such a confirmation you can obtain this by accessing your Customer Zone where you will be able to download a policy document entitled 'Winter Sports Cover Confirmation'.

I am unable to travel due to a 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 purchased your policy on or after 1st March 2022:

Up to 60 days from your original travel date: You can change your travel dates at no cost so long as your new travel starts within 60 days of your original start date on a like for like basis. Once you have changed your travel dates in most cases you will be able to increase your cover duration paying only the difference in cost.

Up to 1 year from your original purchase date: You can change your travel dates (including extending the length of your trip if required) paying only the difference in cost between what you have paid and what you would have paid had you have selected these dates at the point of purchase.

More than 1 year from your original purchase date: In most cases we will provide you with a quote for a new policy for your new travel dates and then deduct 50% of the premium paid for your original policy for your time on cancellation risk.

How to request a change:
Please enter your Customer Zone 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 purchased your policy prior to 1st March 2022:

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 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 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. Now that travel has returned towards normal we no longer offer alternative options, earlier during the pandemic we offered the following at no additional cost:
  • For all policies renewing on or after the 1st June 2021, and before the 1st March 2022, we provided a one-off additional 5% discount, this means all customers will receive at least a 20% discount on the current retail price (and for club members your discount can reach up to 25%).
  • For all policies that renewed between the 13th March 2020 and the 31st May 2021 we provided 15 months for the price of 12 (3 months extra free) when you renewed your policy. If this didn't happen automatically please contact our customer service team.
  • 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

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. Access your Customer Zone
  2. Click 'Edit Your Policy'
  3. Click 'Cancel Policy'
  4. 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%
    • between 61 and 365 days after purchase: 50%
    • more than 365 days after purchase: 25%
  • 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 if my Airline, Hotel or other travel provider goes into administration?

Almost all of our policies include Scheduled Airline Failure Cover which provides cover if your airline fails. Our more premium cover levels generally include End Supplier Cover which expands this cover to Hotels and other travel services providers. To see what cover you have please check your policy wording. 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

Travelling to the World Cup in Qatar?

If you are travelling to the World Cup, we hope you have a great time. We are taking part in the Foreign, Commonwealth & Development Office’s (FCDO) Travel Aware Qatar World Cup campaign (endorsed by Gareth Southgate and Rob Page) which aims to ensure that you do.

Any Brit planning to attend the World Cup is advised to:
  • Make sure you have the relevant documents. To enter Qatar, fans must have a Hayya Card (a form of fan ID), as well as proof of a negative COVID-19 result through a valid PCR or rapid antigen test certificate. Accommodation must be arranged before travelling out and you will need to have proof of this.
  • Understand the rules. Qatari laws and customs are very different to those in the UK. There may be serious penalties for doing something that is not an offence in the UK. The availability of alcohol, and associated laws, will be different to previous tournaments.
  • Steer clear of drugs. Qatar takes a zero-tolerance approach and visitors can expect a severe penalty for the possession of even residual amounts. Punishment can include lengthy custodial sentences.
  • Get travel insurance. Without it, fans risk medical bills which may run to thousands of pounds. Fans should check that insurance covers them for all destinations, medical needs, COVID-19 costs and planned activities. Get a quote by clicking here.
  • Prepare before you go. The FCDO checklist has all the practical steps that fans need to think about before they head off to the tournament, from passport validity to health prescriptions.
  • Keep informed. World Cup-specific information can be found at gov.uk/qatar2022. The FCDO Qatar travel advice is kept under constant review so fans should sign up for email alerts to stay up to date on the latest developments throughout the tournament.

How is my Insurance Premium Calculated?

Your insurance premium is calculated on several factors including where you're travelling to, how long you're going for, how long in advance you purchase your policy, who you are travelling with, any medical conditions and what activities you'll do on holiday. We've created a handy document which you can see by clicking here which explains why we consider these factors. It also explains what external factors cause insurance premiums to increase on an annual basis and how we insure our policies offer fair value.

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

The cover under our policies may be reduced where the Foreign, Commonwealth & Development Office (FCDO) advises against either 'all' or 'all but essential' travel. You can view the current advice by clicking here.

FCDO advises against 'all travel'

No Cover

FCDO advises against 'all but essential travel'

If your travel is 'essential': Full Cover

If your travel is not 'essential': Cover excluding any claim arising either directly or indirectly from the reason the FCDO advice against travel is in place. For example if your destination states 'The FCDO advises against all but essential travel to … based on the current assessment of COVID-19 risks.' then your policy would provide full cover for any otherwise valid claim other than a claim caused either directly (for example you contracting COVID-19) or indirectly (for example your accommodation becoming unavailable due to COVID-19) by COVID-19.

What is 'essential' travel?

To understand what is considered essential travel (and some examples of what is not) please click here.

Please Note: If you are travelling to multiple destinations under your policy you must check the FCDO advice before each leg of your trip. If you are travelling for non essential travel and move from a country without advice in place to a country for which 'all but essential' travel advice is in place your cover will be reduced as outlined above for that portion of your trip.

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.

Make a claim online: Enter your Customer Zone 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 a delay in processing 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 60 days. Once your claim has exceeded this limit please contact us so we can assist you.

How to make sure you receive our emails

To make sure our emails get past your spam filters and into your inbox, follow these simple instructions for adding Cedar Tree to your safe list.

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, click here for more information the GHIC including how to apply.

Please note you can no longer use your EHIC in Norway, Iceland or Liechtenstein. 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).

What is a GHIC and how do I get one?

If you are a British national then since January 2021 you can no longer apply for an EHIC as the UK is no longer part of the EU. The UK Global Health Insurance Card (GHIC) is a replacement and lets you get state healthcare in Europe at a reduced cost or sometimes for free.

The GHIC is valid in the European Union: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

Please note you can 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?
To apply for a GHIC click here.

What else do I need to know?
Your GHIC 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 a GHIC?
The gov.uk website recommends all UK travellers to take out an 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
If you are admitted to the hospital contact must be made with the Medical Emergency Assistance Company as soon as possible and their authority obtained in respect of any treatment NOT available under a reciprocal health agreement. The information provided in this answer is an overview of the information held on the NHS GHIC site and was last updated on 27th July 2022.

Other Reciprocal Health Agreements

If you are a British Citizen the following additional reciprocal health agreements are available to you:

Australia
If you require medical treatment in Australia you must enrol with a local MEDICARE office. You do not need to enrol on arrival but you must do this after the first occasion you receive treatment. In-patient and outpatient treatment at a public hospital are then available free of charge. Details of how to enrol and the free treatment available can be found by visiting the MEDICARE Website on www.humanservices.gov.au/medicare or by emailing: medicare@humanservices.gov.au.

New Zealand
If you require medical treatment in New Zealand, there are reciprocal agreements, but a person may not enrol with a Primary Health Organisation (PHO). They should get the same health subsidies as a New Zealand citizen visiting a general practitioner as a casual patient, if the doctor has decided the condition needs prompt attention.
For more information, please go to www.health.govt.nz or email: info@health.govt.nz

Important Notes
If you are admitted to the hospital contact must be made with the Medical Emergency Assistance Company as soon as possible and their authority obtained in respect of any treatment NOT available under a reciprocal health agreement.