15 July 2020
MILLSTREAM CORONAVIRUS BULLETIN
Date of issue: 10/07/2020
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:
COVER UNDER YOUR POLICY FOR CLAIMS RELATING TO CORONAVIRUS
Please note the following general policy terms:
You should check that the country you are travelling to is on the list of exempted countries and territories. If it does not appear on the list of exempted countries, then there will be no cover under your policy if you choose to travel.
If the country you are travelling to appears on the exempted list at the time you are scheduled to depart, the following will apply regardless of the date on which you booked your trip:
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 and was amended further on 04/07/2020 (see above)
We will consider claims if the FCO advised against travel to your destination provided that:
In the first instance, you should contact the airline and/or travel provider to discuss your options for amending or cancelling your trip.
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.
Further information can be found at https://www.mstream.co.uk/news/detail/helpful-information-when-trying-to-obtain-a-refund
If you have not yet made the final payment for your booked trip and your travel provider is asking you to make your payment, we suggest you proceed as follows:
Please be aware that your policy only covers unrecoverable costs. If you accept an offer of credit or a voucher, this will be considered as a cash equivalent. If you require a cash refund you should insist on one from your travel provider.
If you choose to cancel your trip and the country to which you are travelling is included in the list of exempted countries, we will not be able to consider a cancellation claim, as this would be considered as your disinclination to travel.
There will be no cover under your policy for cancellation due to FCO advice, because at the time of booking, Coronavirus was a ‘known event’ liable to result in a claim
If the country to which you are travelling is on the list of exempted countries at the time of booking and FCO travel advice subsequently changes, we will consider a cancellation claim for unrecoverable costs.
If the country does not appear on the list of exempted countries at the time of booking, then we will not be able to consider a cancellation claim
Guidance on the legal position on recovering costs from travel operators can be found on our website at https://www.mstream.co.uk/news/detail/millstream-travel-refunds
If you travel to a country to which international travel is permitted by the FCO, and the UK Government subsequently issues advice to return to the UK, we will consider claims for reasonable additional, unrecoverable, travel expenses for the curtailment or extension of your trip. We recommend that you:
If you become stranded overseas, 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.
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.