Sometimes things can go wrong on holiday, from unexpected illness to an airline losing your luggage. We hope none of this ever happens to you, but if it does, travel insurance is there to help.
There are a few cover types to choose from: Single Trip, Annual Multi-Trip and Backpacker. The difference is primarily the type of trips you’re taking, and they all contain the same basic elements:
If you want more information on any or all of these, consult our policy documents.
Travel insurance is useful in a huge range of situations. There are also specialist add-ons for specific types of trip, which include cover tailored to the specific nature of those trips or events. These are:
Firstly, we hope you choose us for the quality of our cover. You’ll find cover for all but the most unusual of circumstances in our policies. We know that no two people — and therefore no two holidays — are the same, so you can also tailor your policy to your needs.
But we go further, too. Our claims process is quick and easy, meaning you can get through to us quickly when you need us most. Our customer service representatives are experts and will help efficiently when you may be facing challenges, such as navigating a foreign health service in a stressful situation.
Our pricing is competitive, and we’ve made sure customers get value for money with our policies.
Finally, we understand that coronavirus is still on everyone’s mind when it comes to travel (we like to go on holidays too!), so we’ve made sure our COVID-19 cover does what you need it to.
We hope you never need to make a claim, but if you do, we’ve made our claims process as simple and stress-free as possible.
If you want simple, high-quality travel insurance, then take a look and see whether our policies may be right for you.
Like other insurance, most people do not realise the importance of travel insurance until they need it. And in that case, most people can’t do without it.
Healthcare
The quality of healthcare and whether it is public or private differs by country. Having travel insurance means that you will receive the best available care and not be out of pocket. In some countries, such as the USA, meeting the costs of healthcare out of your own pocket can be prohibitively expensive. Travel insurance can ensure you’re cared for without breaking the bank. Remember that your GHIC will only cover certain types of healthcare and does not include medical repatriation (being flown home to continue medical treatment in the UK) or repay costs in all the circumstances it does cover, so it’s not an adequate substitute for good travel insurance.
Not getting away
There are plenty of things that can happen to prevent you from getting away: your tour operator going bust, your flight being cancelled, geo-political events or natural disasters in your destination country, a bereavement in the family — the list goes on. Whatever it is, if it’s beyond your control, we don’t want you to lose out. While we can’t give you the experience you missed, we can make sure you’re not missing out financially for a holiday that never was. But please bear in mind that in situations where your airline or holiday company cancels your trip, you’ll need to seek compensation from them in the first instance.
Things going wrong while you’re away
Whether that’s loss, theft or damage to your possessions, an accident, a pre-booked event being cancelled or troubles with your return trip — and much more — travel insurance is there to help. These situations can cause stress and difficulty as well as financial expense, and having travel insurance can help put your mind at ease.
There are numerous sources of travel advice depending on where you’re going. Before booking a trip, it’s always a good idea to go to the FCDO website and select the country you’re planning to visit. This will offer the very latest advice on safety and things to know when visiting that country, as well as restrictions on visiting. The FCDO gives two levels of advice against travelling: ‘advice against all but essential travel’ and ‘advice against all travel’. Please note that visiting countries or areas where the FCDO have advised against all travel and all but essential travel will invalidate your travel insurance. The FCDO will also inform you of what types of documentations, visa requirements, checks and transport arrangements are necessary for each country.
For rapidly developing situations (for example the Russian invasion of Ukraine) in areas where you are already on holiday, mainstream press as well as the country’s and your tour operator’s various social media platforms — particularly Twitter — may be very useful.
Yes, it is vital that you do so. If you have a medical condition that you don’t tell us about, you may not be covered for any medical treatment you need as a result of that condition. As well, you may have a claim limited or denied for an unrelated health problem that needs treatment. It’s important you tell us about any medications you are taking, too.
Most of all, we want to be able to give you the most comprehensive cover possible. Knowing about your conditions will help us provide the best level of cover for you. If we can’t cover your specific condition, it is worth looking for an insurer who deals with enhanced medical conditions specifically.
We hope you don’t need to make a complaint, but we recognise there may be times when we haven’t got it right. In these situations, we want to learn how to improve and would love to hear from you.
We take all complaints seriously and each one is investigated. Details of how to contact the person responsible for travel insurance complaints can be found on the contact us page. Please include as much information as possible, as well as any supporting evidence, so we can look into each complaint thoroughly.
The Global Health Insurance Card (GHIC) replaced the European Health Insurance Card (EHIC) as a result of the UK’s departure from the European Union. Despite the different name, the two cards provide the same access to medical services in the same countries except Norway, Iceland, Liechtenstein and Switzerland.
If you currently have an EHIC, you do not need to replace it with a GHIC until it expires. British nationals can no longer apply for an EHIC. Instead, they will need to apply for a GHIC, however the process remains broadly the same. Applications can be made online (please note that this doesn’t apply to UK students planning on attending EU universities), and GHICs are free. Some websites will attempt to charge you for the application — if this is the case, leave the website and go to the dedicated NHS website.
The EHIC and GHIC entitle holders to medical care at the same cost as nationals of the country you are visiting. This doesn’t cover everything — elective treatment and some kinds of emergency aid (such as mountain rescue) are not covered, nor is medical repatriation. For this reason, the EHIC and GHIC are not substitutes for good travel insurance. Not all healthcare in all countries is free for their residents, and so the EHIC and GHIC will only ensure you pay the same amount for the same care as residents.
Our standard policies offer limited cover for COVID-19-related circumstances, including cancellation and curtailment due to coronavirus (if your trip is cancelled or cut short due a positive coronavirus test, for example), medical and repatriation (if you become sick with COVID-19 while away and need to be flown home as a result).
If you are travelling to Europe you are able to purchase Enhanced COVID-19 Cover to give you an extra level of protection if your travel is affected by coronavirus. This includes extending your cover to include travel to areas the FCDO has advised against all but essential travel to, but only if this advice has been implemented due to coronavirus. You are also covered if the UK’s Test & Trace service contacts you and advises you to self-isolate and this means that you’re unable to go away. We will also cover you in the event that you have an adverse reaction to the COVID-19 vaccination which means you are unable to travel, and if an unforeseen circumstance prevents you from completing your course of vaccinations and this (due to the requirements of the country you’re visiting) means you are unable to travel.
Please bear in mind that the UK’s restrictions surrounding coronavirus have been significantly relaxed, however this is not necessarily the case globally, and many countries still have restrictions in place, particularly for travellers from overseas. It is crucial that you check the coronavirus entry requirements of the country you’re visiting well in advance to make sure you can complete all the necessary testing and vaccination in plenty of time.
For further COVID-19 related FAQs, please see our dedicated section here.
Whether you’re thinking about getting a policy and want to chat, need to make a claim, want to make a complaint or simply have questions about your policy, we’d love to hear from you. All of our contact details can be found on the contact us page. Please be advised that there is more information on making a claim on the claims page.
For general enquiries or if you’re an existing customer, you can call us on 0330 041 8147 or email travel.sales@oasis-insurance.co.uk.
But remember that if you want to buy a new policy, the simplest way to do this is online.
Our phone lines are open 9am to 5:30pm Monday to Friday.
It’s easy to work out which would suit you better: how many trips do you take a year? If you’re just planning the one trip, then Single Trip would be suitable. But if you’re taking two or more trips, there’s a good chance that Annual Multi-Trip would work out as more cost-effective.
We realise that you might not yet know whether you’ll be taking more than one trip, but if you intend to, then having Annual Multi-Trip means you’re covered if you do decide to go away a second time.
We know that, if you need to make a claim, you could be under stress too. So we’ve made our claims process as easy and stress-free as possible.
The quickest way to reach us in the event of a claim is to call us. There are different numbers you’ll need depending on where in the world you are at the time you need to reach us. These can all be found on the claims page. These lines are open 24/7.
If your claim is less urgent, you may prefer to make your claim online, email us or write to us. We will deal with these as quickly as possible.
Before you go away anywhere, make sure that you have a copy of your travel insurance documentation, including policy number, to hand. It can be sensible to have this stored on your phone or the cloud in case any paper documentation you have is lost.
You don’t need to spend ages finding the right person to contact if you need to make a claim. There is just our claims department. However, bear in mind that there are three phone numbers that could be relevant — one for anywhere except North America, one for calls from the USA and Canada, and one for Mexico. You can also find a document explaining the evidence you will need to provide so we can assess your claim.
All of these details are available on the claims page.
If you’d prefer to contact us by another method, you can fill out your claim online, email us or write to us. Regardless of how you contact us, we will deal with your claim as quickly as possible.
Once we receive your claim we will pass it to the necessary team for processing. A claim handler will assess the nature of your claim and ensure that they have the necessary documentation to process a settlement. If the nature of your claim is not covered or is not within the conditions of your policy your claim will be rejected and passed back to our administration team. They will endeavour to contact you to discuss your options. If we don’t receive the necessary documentation to support your claim it will be passed back to our administration team who will get in touch to support you with your claim.
We will endeavour to get in touch with all claimants within 21 days of receipt of their claim. Due to COVID-19, we have extended our response time from 10 to 21 days. If there is any supporting evidence requested, the response time could be extended.
Unfortunately, we are unable to offer a receipt of your claim. We will endeavour to get in touch with all claimants within 21 days of receipt of their claim with a settlement, request for further information or rejection of their claim. Due to COVID-19, we have extended our response time from 10 to 21 days. If you do not hear from us immediately after you have sent your claim, do not worry; it can take time to assess the nature of your claim.
When an airline cancels a flight you are entitled to certain refunds and compensation from the airline.
We ask that before you contact us in relation to costs arising from the recent spate of flight cancellations that you first directly approach your airline, tour operator or packaged holiday organiser.
If you are unable to get a refund or compensation from any of the above companies and you paid for your trip with a credit card you may also be able to recover your costs through section 75 of the Consumer Credit Act or via a 'chargeback claim'.
Our claims teams are currently handling a large volume of calls and cases and we would appreciate your patience as there may be a delay in responding to calls or claims submitted.
Our 24-hour medical emergency helpline remains open and operating as normal, but we would politely remind customers that this line should only be used for medical emergencies when travelling.
We strive to provide the flexibility to allow you to tailor your policy perfectly to your needs. That way you can travel confidently knowing your policy will be there for you when you need it most.
In line with this you now have the option to add COVID-19 PROTECT cover which specifically insures you and your travels in Europe against a wider range of issues that could arise in relation to COVID-19.
For example by taking out the added cover you’ll be protected should you choose to travel against the advice of the Foreign, Commonwealth and Development Office (FCDO) as long as the advice is against all but essential travel solely as a result of COVID-19.
And should you be contacted by the UK Government’s Test and Trace service and have to self-isolate meaning you miss your pre-booked outward journey, you will be able to a make claim for cancellation.
And that’s not all that COVID-19 PROTECT covers. Take a look at our special summary here for all the details. Plus we offer a summary of what is included in our standard cover regarding COVID-19, which you can read here.
You’ll also find below our dedicated COVID-19 FAQs which aim to clarify the key questions about what our policies do and don’t cover in relation to COVID-19.
But as always if you need any help our team is available either by calling 0330 041 2880 or emailing travel.sales@oasis-insurance.co.uk.
In the first instance, you should contact your airline, tour operator, accommodation provider, or other carriers to enquire about refunds or changing travel dates.
Our policies do not cover persons entering an area against the advice of the Foreign, Commonwealth & Development Office (FCDO). This will not apply if you have purchased our Enhanced COVID-19 Protect cover (where it is available*) and you are travelling to a European destination and the restriction is against “all but essential travel” solely related to COVID-19.
*Available only on products purchased directly from us and not via a price comparison website.
If you or any other traveller on this policy contract COVID-19 and have chosen not to have the recommended vaccination(s) you will not be covered for any COVID-19 related claims under this policy. The UK government has recommended that all eligible persons have a booster vaccination. If you have not had the booster vaccine you may not be covered under our policy. Discretion may be applied if you are medically exempt to have the recommended vaccination(s) and this is shown on your medical records.
There is no cover under our insurance policies for costs to quarantine in the UK or your destination country or any other consequential costs such as loss of earnings.
As of February 2022, the traffic light system which dictated quarantine requirements when returning to the UK has been repealed, however this may change quickly depending on the UK governments response to the pandemic. Please continue to monitor the UK government’s website for further updates, or your local government website if you live in Scotland, Wales or Northern Ireland (as the rules may differ).
Please check the local government requirements where you reside as the advice differs depending on what country you reside in. It is also important to check the government website of the country to which you are travelling to ensure you are up to date on their latest requirements.
If you are travelling to Europe we now offer Enhanced COVID-19 Protect Cover add-on to policies purchased directly from us and not through a price comparison website, giving greater protection against a wider range of COVID-19-related issues. You can easily add this to your policy when choosing your policy type prior to purchase. Alternatively, if you already have a policy with us and require the benefits of the add-on, please call our customer service team who can assist you in adding it to an existing policy.
The key benefit is the add on will cover you if you choose to travel against FCDO (Foreign, Commonwealth & Development Office) advice in relation to COVID-19, as long as the advice is against “all but essential travel” solely as a result of COVID-19.
You should contact your travel agent, tour operator, airline or accommodation or credit card provider for a refund in the first instance.
Booked through a travel agent or tour operator;
If you booked with a travel agent or tour operator, you should contact them first to see if you can make any changes to your trip, or if they are able to offer you a refund.
You can make a claim under the Package Travel Regulations if any travel intermediary booked two or more parts of your holiday together and they are then unable to deliver the full package.
You should not pay any additional payments to your tour operator or travel agent without confirmation that any additional payment is fully refundable should the trip be cancelled for any reason by the operator (for example the balance of the holiday cost where you have only paid a deposit so far).
Booked flights only or accommodation only;
If you booked your travel independently, you should still approach the travel provider (airline, accommodation provider etc) in the first instance to rebook or for a refund.
If you have alternative dates to travel after contacting your travel agent or tour operator, airline and/or accommodation provider, please contact our team who will update your policy. Please note, any change to your policy may result in a change of premium.
There is no cover for any curtailment costs if the UK government changes the ‘traffic light’ status of your destination.
As of February 2022, the traffic light system has been repealed, however this may change quickly depending on the UK government’s response to the pandemic. Please continue to monitor the UK government’s website for further updates, or your local government website if you live in Scotland, Wales or Northern Ireland (as the rules may differ).
If you have tested positive while on your trip and have been asked to self-isolate, you will be covered for any emergency medical expenses in treating your illness. Terms, conditions and exclusions apply - please check the policy wording for full details.
If you have not tested positive and have been asked to self-isolate as you have been a close contact of someone who has tested positive, there would be no cover under the insurance policy.
There is no cover for the cost of obtaining evidence to support your claim.
Please check what the entry requirements are for your destination. If you do not meet the vaccination requirements set by your destination, there is no cover under the insurance policy for your accommodation or travel costs.
If your children or anyone else on the policy have chosen not to have the recommended vaccination(s) you will not be covered for any COVID-19 related claims under this policy. The UK government has recommended that all eligible persons have a booster vaccination. If you have not had the booster vaccine you may not be covered under our policy. Discretion may be applied if you are medically exempt to have the recommended vaccination(s) and this is shown on your medical records.
If you need to change or cancel your travel insurance policy, please contact our customer service team here.
If the person that tests positive is under the age of 18 or if medically necessary our assistance team may allow you to stay past your pre-booked return date. Please contact our assistance team as soon as possible to ensure they are able to support you with your claim.
If you have been given alternative dates to travel by your airline and/or accommodation provider, please contact our customer service team who will be able to assist you by updating your policy. Please note, any change on your policy may result in a change of premium.
You should contact your tour operator or travel agent to check that any additional payment is fully refundable should the trip be cancelled for any reason by the operator (for example the balance of the holiday cost where you have only paid a deposit so far).
It is very important that you do check and get clarity from the airline or tour operator as if your trip is cancelled you should expect a full refund of the whole cost of the trip once you have paid the full amount. It may sound counter-intuitive to pay out more money to guarantee either a holiday or your money back, but that is the way some operators' policies work.
Deciding not to pay the balance and not getting clarity from your airline or tour operator could mean that you lose the deposit or even if the trip is subsequently cancelled, and you may not get the money back.
Disinclination to travel is not covered under the travel insurance policy.
There is no cover under your policy if you are not allowed entry to a country which has:
If you are refused entry at passport/border control, you should contact your airline or transport provider to arrange changing your return ticket to allow you to come home early.
If a medical practitioner has advised you not to travel because test results show you or a family member has contracted COVID-19 within 14 days of your pre-booked departure date, you may be able to submit a claim for cancellation.
If a medical practitioner has advised you not to travel because you, a travelling companion or a family member has been instructed to self-isolate, which prevents you from starting your insured journey, and you have purchased the Enhanced COVID-19 Protect cover option, you may be able to submit a claim for cancellation.
Your policy covers you if a number of things happen to stop you from travelling, which are listed in your policy wording. There is no cover for not wanting to go on holiday because of the fear or risk of contracting coronavirus.
You may be able to arrange alternative dates to travel by contacting your travel agent or tour operator, airline and/or accommodation provider. Once this is agreed please contact our customer services team who will update your policy. Please note, any change on your policy may result in a change of premium.
If you booked with a travel agent or tour operator, you should contact them first to see if you can make any changes to your trip, or if they are able to offer you a refund.
You can make a claim under the Package Travel Regulations if any travel intermediary booked two or more parts of your holiday together and they are then unable to deliver the full package.
If you booked your travel independently, you should still approach the travel provider (airline, accommodation provider etc) in the first instance to rebook or for a refund.
If you have alternative dates to travel after contacting your travel agent or tour operator, airline and/or accommodation provider, please contact our customer service team who will update your policy. Please note, any change on your policy may result in a change of premium.
Yes, provided this is a PCR test undertaken by an approved NHS site and processed through an approved NHS laboratory then this meets the criteria of being certified by a medical practitioner.
No, there is no cover for you cancelling your trip if a relative is diagnosed with COVID-19 and you chose not to travel.
Yes, provided the friend or relative’s diagnosis is confirmed by a medically approved test and validated by a medical practitioner then the policy provides cover for this scenario.
Yes, provided you have written confirmation from your scheduled public transport operator (or their handling agents) confirming the exact reason for which You were denied boarding, together with details of any alternative transport offered.
Yes, provided you take a medically approved COVID-19 test certified by a medical practitioner which shows a positive diagnosis you will be covered for Emergency Medical and Repatriation expenses should they be required, including reasonable additional travel and accommodation expenses. Please contact the Emergency Assistance team as soon possible if required.
Yes, depending on your circumstances you may be able to claim for reasonable additional travel and accommodation costs till you are able to return home. Please contact the Emergency Assistance team as soon as possible if required.
You may be covered for your transport providers failure depending on whether the providers failure meets the requirements under Scheduled Airline Failure Insurance or End Supplier Failure Insurance. Please check your policy coverage to ensure this is included.
Yes, if your relative or member of your household dies following a medically approved test showing a positive result for COVID-19 or is hospitalised for treatment requiring mechanical ventilation, you will be covered for cutting your trip short and returning to the UK.
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