Concerned about Coronavirus? click here. We can assist you via telephone Monday - Friday 9am - 5pm or alternatively email enquiries@brokersure.com. Please be aware we are experiencing unprecedented demand so please be patient. If your query is regarding a claim please click here for further details

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Coronavirus Information

New policies

Can I buy a new policy now for a trip later in the year, or next year when we may be able to travel again?

Yes you can, but you should note that our policies exclude cover for claims directly or indirectly related to a pandemic and/or epidemic, notably at this time Coronavirus (COVID-19) including any related and/or similar condition(s) howsoever called or any mutation of these.

This general exclusion applies to all sections of cover, with the exception of Section B1 – Emergency Medical Expenses, as long as, prior to your trip commencing, the Foreign and Commonwealth Office had NOT advised against all (or all but essential) travel to your intended destination.

The policy will also not provide cover for claims relating to the fear or threat of pandemic and/or epidemic, including but not limited to Coronavirus (COVID-19) including any related and/or similar condition(s) howsoever called or any mutation of these.

Existing Policies – changes

I need to cancel my policy can I get a refund? (Outside of the 14 day cooling off period)

If you purchased a single trip policy, you have not travelled, nor made a claim and will not be making a claim then

Yes.

You will need to contact us by emailing us at enquiries@brokersure.com with your policy certificate, the reason for the cancellation and confirmation that you have not travelled, no claims have been made and that you are not intending to claim. The policy will then be cancelled for you and a refund made. Your policy will be cancelled from the date you request your policy to be cancelled.

You will be entitled to a refund, subject to a deduction of 30% of the premium paid to represent the period during which you have been on risk for cancellation cover.

If you purchased an annual multi trip policy you have not travelled, nor made a claim and will not be making a claim then Yes.

You will need to contact us by emailing us at enquiries@brokersure.com with your policy certificate, the reason for the cancellation and confirmation that you have not travelled, no claims have been made and that you are not intending to claim. The policy will then be cancelled for you and a refund made. Your policy will be cancelled from the date you request your policy to be cancelled.

You will be entitled to a refund, subject to a deduction of 30% of the premium paid to represent the period during which you have been on risk for cancellation cover.

My trip has been moved to a date in the future, can I change the dates on my policy?

Please contact us by emailing us at enquiries@brokersure.com with details of your situation and this will be considered on a case by case basis.

We are not able to amend the dates of an annual multi trip policy.

Am I still insured if I travel against the advice of the FCO?

No. Your policy will not provide cover if you decide to travel against the advice of the FCO. This would be for ‘All Travel’ and ‘All but Essential Travel’.

I’m abroad and I would like to stay longer, can I extend my policy?

If your policy hasn’t yet expired, there is no change to the health of anyone insured under the policy, no claims have been made or are intended to be made, then please contact us by emailing enquiries@brokersure.com with details of your situation and this will be considered on a case by case basis.

I’m abroad and my original flight home has been changed by the airline and now occurs after my policy end date.

If, due to unexpected circumstances beyond your control, for example due to unavoidable change to travel plans as a result of airline reduction and border closures etc.., your trip cannot be completed within the period of cover shown in your policy certificate, please contact your issuing agent with details of your situation and this will be considered on a case by case basis.

You will be required to evidence this unavoidable change to your travel plans e.g. emails to airlines, travel agents, tour ops, evidence you have been in contact with the UK embassy within the country you are visiting for assistance.

I’m abroad and have symptoms of Coronavirus/COVID19

Your policy provides cover under Section B – Emergency Medical & Repatriation as long as, prior to your trip commencing, the Foreign and Commonwealth Office (FCO) had NOT advised against all (but essential) travel to your destination. You must contact the Emergency Assistance Company or someone must do so on your behalf. Full details are provided in your policy wording.

I am due to pay the balance on my holiday shortly. My trip destination is currently an area where the FCO are advising advising against all but essential travel.

Will I be covered if I pay the balance and then I am unable to travel due to FCO advice in the future?

You will need to follow your contractual obligations with your travel agent/tour operator. If you were to refuse to pay the balance of your holiday without the travel agent or tour operator cancelling the holiday it could be considered disinclination to travel and there would be no cover under your travel insurance policy. Which would mean that you wouldn’t be able to claim for your loss of deposit already paid.

If the trip hasn’t been cancelled, the travel agent/tour operator will in all likelihood be expecting you to pay over the balance of the holiday that you had committed to, but they in turn should provide you with protection of both your deposit and balance paid.

In the event that you pay over the balance of the holiday and the trip is then cancelled it will be for the travel agent/tour operator to reimburse you or offer an alternative at that point. Failing that you may have protection through ABTA if they are a member, or through your credit or debit card providers, all of which should respond before travel insurance in any event.

Are you offering another annual multi trip policy when my current policy expires?

Yes but you should note that any policies taken out on or after 17th March will exclude cover for claims directly or indirectly related to a pandemic and/or epidemic, notably at this time Coronavirus (COVID-19) including any related and/or similar condition(s) howsoever called or any mutation of these.

This general exclusion applies to all sections of cover, with the exception of Section B1 – Emergency Medical Expenses, as long as, prior to your trip commencing, the Foreign and Commonwealth Office had NOT advised against all (but essential) travel to your intended destination.

The policy will also not provide cover for claims relating to the fear or threat of pandemic and/or epidemic, including but not limited to Coronavirus (COVID-19) including any related and/or similar condition(s) howsoever called or any mutation of these.

However if you are an existing annual multi trip travel insurance customer with a policy start date prior to 17th March 2020 and you booked a trip before the 17th March 2020, which has a departure date after the expiry of your current policy, if you contact us prior to your current policy expiring, and purchase a further annual policy on the same level of cover, for the same insured persons and without a break in cover, we will continue to offer cover for claims relating to the Cornonavirus pandemic as per your existing policy wording coverage, terms, conditions and exclusions for those trips you booked prior to 17th March 2020.

Please note however, that any new trips booked on or after the 17th March 2020, will NOT be covered for events caused directly or indirectly by the Coronavirus pandemic.

Full details of the coverage provided by your policy can be found within your policy wording provided to you at point of sale.

My forthcoming trip has been cancelled, can I make a claim?

If your tour operator, booking agent or airline has cancelled your trip you should in the first instance speak to them about a refund or alternative. This may include your travel agent, accommodation and transport providers.

Under Section 75 of the Consumer Credit Act, if you pay on your credit card for an individual item costing more than £100, the card company’s equally liable if something occurs (goes wrong). You should contact your credit card issuer for more information.

Please follow this link for more information: http://www.legislation.gov.uk/ukpga/1974/39/section/75

Similarly, if you paid by debit or charge card you should contact your card issuer for advice as you may be able to make a claim under their charge back rules/scheme.

Another helpful link is: https://www.caa.co.uk/Passengers/Resolving-travel-problems/

Only if you purchased a travel insurance policy and booked your trip prior to 17th March 2020 may your policy provide cover under Section A – Cancelling your trip for:

If after the time you booked your trip or purchased your policy, whichever is later, the Foreign and Commonwealth Office advises against all (or all but essential) travel to your intended destination.

Full details including the terms, conditions and exclusions can be found in your policy wording document.

There is no cover for you simply not wanting to travel.

Only claims where you have approached the appropriate provider for either refund/reimbursement or change to trip dates, prior to submitting a claim will be considered.

If you have suffered a loss, the simplest and fastest way to make a claim is:

https://www.submitaclaim.co.uk

Or you can contact the claims company as follows:

e-mail: info@csal.co.uk

Claims Settlement Agencies
308-314 London Road
Hadleigh
Essex
SS7 2DD

Phone: 01702 553443

I am considered “vulnerable" and am currently shielding, am I covered if I cannot go on my planned trip?

Unfortunately we are only able to provide cover for very specific reasons, see Section A - Cancellation or Curtailment charges as detailed in your policy wording, and this is not one of them.

You should contact your tour operator, booking agent or airline to discuss your situation, as they may be able to assist you by offering you an alternative trip date or destination.

Will there be cover if I have to cancel my trip because I am suffering from or am displaying symptoms of Coronavirus (Covid-19) and am unable to travel?

If the policy was purchased on or after 17th March 2020:

No. There is a general exclusion that applies to all sections of cover, with the exception of Section B – Emergency Medical & Repatriation.

If the policy was purchased prior to 17th March 2020:

Yes, if it is necessary and unavoidable to cancel your trip because an insured person is ill due to Coronavirus (Covid- 19). You must provide (at your own expense) a medical certificate from insured person’s doctor stating that this necessarily and reasonably prevented you from travelling and submit a claim.