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.

Purchasing a Policy

How is my Insurance Premium Calculated?

Applying for a Schengen Visa?

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

Cover Queries

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

Am I covered if my flight is delayed?

Am I covered for a Cruise?

I need written confirmation my policy covers personal liability while skiing

Cover Queries (Covid)

Am I covered for Covid?

What will I need to do if I test positive?

Am I covered for the cost of COVID testing?

I need written confirmation my policy covers COVID

I am unable to travel due to a lockdown, what are my options?

Making changes to your policy

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

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

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

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

Making a claim

How do I make a claim?

I would like to make a complaint about a delay in processing my claim

General

How to make sure you receive our emails

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 piece of 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.



Purchasing a Policy


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.

Applying for a Schengen Visa?

When you apply for a Schengen Visa your insurance must cover all countries within the Schengen area to be valid for your application, this means:

If you are purchasing an Annual Multi-Trip
The minimum area of cover we offer 'Europe' is valid for a Schengen Visa.

If you are purchasing a Single Trip
You MUST use the 'choose an area' function and select an area of 'Europe', or 'Worldwide' to be valid. If you select any other area, in particular 'Europe (restricted)', or, input a specific country (such as just 'Spain' or 'France') then your policy will not be accepted for a Schengen Visa.

We recommend purchasing an Annual Multi-Trip as you'll be expected to show you have insurance for all trips planned within the period of visa validity. If you choose to purchase Single Trip cover you'll need to provide insurance certificates for all trips you have planned.

What If I don't obtain my visa on time for my travel?
There is no cover under our policies if you fail to obtain required travel documents such as a visa or passport. We therefore recommend you apply in plenty of time as applications can take months.
Please note that if you purchase your insurance to apply for a visa and your visa is rejected, our normal cancellation terms apply click here for more information.

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

There is no cover under our policies where the Foreign, Commonwealth & Development Office (FCDO) advises against travel. You can view the current advice by clicking 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.

Cover Queries


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 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.

The circumstances in which you’ll be able to claim for delayed departure will depend on the level of cover and any optional cover you select, in particular you’ll be covered in more circumstances if you’ve added Trip Disruption Cover to your policy. See your Policy Wording for more information.

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 my policy expires, what do I do?

Am I covered for a Cruise?

Providing you aren't travelling against Foreign, Commonwealth & Development (FCDO) advice, any policy sold by Cedar Tree includes cover for a cruise as standard. We also offer a Cruise add-on which provides additional cover for cruise specific risks.

Covered as Standard

  • Emergency medical expenses (including repatriation/airlift costs)
  • Cancelling or cutting short your trip
  • Standard baggage allowance

Covered with the Cruise Add-on

  • Costs to re-join* your cruise if you arrive late at your initial departure point
  • Costs to re-join* your cruise if you miss your ship at a port of call
  • Cabin confinement (due to accident or illness)
  • Missed port (due to adverse weather or timetable restrictions with no alternative port offered)
  • Unused excursions (pre-booked, when you've been confined to your cabin)
  • Increased Baggage allowance

* Costs to rejoin includes reasonable additional accommodation (room only) and public transport costs (economy only) to allow rejoining your cruise if you encounter delays due to the failure of other public transport, an accident to or breakdown of the vehicle in which you are travelling, an accident, breakdown or an unexpected traffic incident happening which causes an unexpected delay, adverse weather conditions or a strike.

All cover highlighted above is due to terms, conditions and exclusions, please see the policy wording for more information. If you have already purchased your policy and would like to add this cover please visit your Customer Zone (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 which you can download by clicking here.

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 we provide a document confirming your winter sports cover including which activities include and which exclude personal liability cover, you can obtain this by accessing your Customer Zone where you will be able to download a policy document entitled 'Winter Sports Cover Confirmation'.

Cover Queries (Covid)


Am I covered for Covid?

Any policy sold by Cedar Tree includes cover for any medical claim due to Covid. We include cover for cancellation due to you falling ill with Covid 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 Covid.

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

Please note that you'll have no cover under this policy if you travel against Foreign, Commonwealth & Development Office (FCDO) or other regulatory advice. Click here for more information.

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.

I need written confirmation my policy covers COVID

If you purchased your policy prior to 1st January 2024 you will be able to download a confirmation of COVID cover document from your Customer Zone.

For policies purchased on or after 1st January 2024, we no longer issue a separate confirmation of COVID cover as we are not aware of any country continuing to require this document. If your destination requires proof of insurance your certificate of insurance should be provided. If you'd like to review the cover under the policy you can click here.

I am unable to travel due to a lockdown, what are my options?

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.

Making changes to your policy


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?

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.

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

If your return transport (flight, train, ferry etc) to the UK is cancelled while you are abroad your policy will automatically extend, providing you accept any alternative offered and do not intentionally delay your return.

If your provider does not offer you an alternative we would expect any alternative return transport you book to take place either later the same day or the next day unless you can prove that no alternative option was available within this period and that you took the first available option.

If you chose to extend your trip due to the cancellation of your return transport (intentionally delay your return) your policy will not automatically extend, we may be able to extend your policy duration for an additional premium. In most cases you will be able to do this online via your Customer Zone.

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.

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 Covid 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 Policy the amount we will refund will depend on when you purchased your policy:

Purchased on or after the 18th October 2023
Prior to start date:
  • Within 14 days: 100%
  • 15 days to 1 month: 65%
  • More than 1 month: 50%

After the start date:
  • We will refund the amount in the table above, minus a proportionate amount based on the time you have been on cover.

Purchased prior to 18th October 2023
  • within 14 days of purchase and prior to the start date: 100%
  • after 14 days of purchase or 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.

Making a claim


How do I make a claim?

The quickest way to make a claim for anything other than a medical emergency 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.

To 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.

If you need to contact in a medical emergency or, if you would prefer to make a claim via phone or post, please click here for more information.

I would like to make a complaint about a delay in processing my claim

In most instances you should expect the claims team to review your claim within 2 to 4 weeks though it can sometimes take a little longer. If your claim has taken longer than 6 weeks please contact us so we can investigate the reason for the delay.

General


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.