MILLSTREAM CORONAVIRUS BULLETIN
Date of issue: 16/04/2020
The advice below relates to coverage under your policy for claims relating to Coronavirus. The terms and conditions of your policy as they relate to other situations will continue to apply.
We encourage you to:
Contact your travel provider(s) as soon as possible to establish if refunds are available or bookings can be changed
Follow governmental or local health guidelines.
FCO advice can be found at www.gov.uk/foreign-travel-advice
Information about Coronavirus can be found at:
Cover under your policy for claims relating to Coronavirus
Your policy has a general exclusion for any claims relating to an epidemic or pandemic. On 11th March, the World Health Organisation declared Coronavirus a pandemic, however, we will still be able to consider claims under the following circumstances:
Policyholders already travelling prior to 13/03/2020
We will consider claims for medical expenses if you travelled before 23:59 on 12th March provided you did not travel against Governmental advice against all or all but essential travel. The epidemic and pandemic exclusion will not be applied.
Should you contract Coronavirus during travel, follow any advice given by the local authorities and contact your travel provider to notify them as soon as possible. If you are suffering with Coronavirus abroad, please contact your emergency 24-hour emergency medical assistance line for advice.
Curtailment / extended stays
Your policy covers curtailment in the event that the FCO issues travel advice recommending that you curtail your trip. On 23/03/2020, the UK Government issued advice for all British nationals to return to the UK as soon as reasonably possible. You should try to comply with this directive, but we do appreciate that measures in place around the world may make this difficult or even impossible. We recommend that you:
Continue to liaise with your travel provider to see what options may be available
Continue to refer to FCO and other websites offering advice on the potential repatriation of stranded UK nationals overseas
Minimise any additional costs that you incur
Keep receipts for your additional costs
We will consider the cost of curtailment claims and extended stays so long as you are making reasonable efforts to return home. Your policy (or trip limit) will automatically extend by a period of up to 60 days so you will continue to have cover while you are stuck abroad.
However, if you remain overseas by choice, the above terms will not apply.
Cancellation of trips booked prior to 13/03/2020
On 17/03/2020, the FCO issued advice against all but essential international travel for a period of 30 days. This was extended for an indefinite period on 04/04/2020.
We will consider claims made in the event of cancellation if the FCO advised against travel to your destination after the time of booking or policy purchase (whichever was later) provided that:
The FCO directive is in force on your booked date of departure and
The directive came into force after you booked your trip or purchased your insurance, whichever is the later
In the first instance, you should contact the airline and/or travel provider to discuss your options for amending or cancelling your trip. Many travel providers are enabling customers to cancel or alter their booking free of charge.
You should not cancel your trip without first contacting your travel provider. If your travel provider cancels your booking, they must provide a full refund.
If you have not yet made your final payment for your booked trip and your travel provider is asking you to make your payment, we suggest you proceed as follows:
Contact your provider to see if the date of final payment can be amended in light of the current circumstances
If this is not possible and you expect the trip to go ahead, then we recommend that you make your final payment as required. Your trip will still be insured.
If your travel provider subsequently cancels your trip, they should offer you a full refund.
Please be aware that your policy only covers unrecoverable costs. If your travel provider offers to rearrange your booking or provides you with vouchers, this will be considered as a cash equivalent.
Cover for trips booked after 13/03/2020
The pandemic exclusion will apply and you will have no cover under the policy.
This is an unprecedented and dynamic event that we appreciate is of great concern to our customers. It is impossible for us to give definitive statements to every set of circumstances. We are committed to treating customers fairly and, subject to the above, will consider claims on their merits. Please refer to your policy document for details on how to make a claim.
Should you wish to make a complaint, please visit https://www.mstream.co.uk/customer-feedback for details.