News | Know Before You Go | Volcanic Ash Release and Research

Comparison of Insurance Policies Related to the Volcanic Ash Cloud

Travellers looking to purchase travel insurance policies or renew existing policies should examine their policies carefully, because even with a comprehensive policy you may not be covered for all eventualities. The Volcanic Ash situation highlighted the lack of coverage by some big brands, and left some travellers out of pocket.

The table below highlights who did cover Volcanic Ash related claims, and what they paid out for.

Insurance Company	Does your travel insurance cover you for claims relating to the volcanic ash?				Which activity does the policy fall under?	What will the insurance company cover?	What will the insurance company not cover?	What documents does the traveller need to provide?
Insurance Company	Customers who bought insurance prior to the ash:	Customers who have bought insurance after the ash:	Customers who have not yet travelled:	Customers stuck abroad:	Which activity does the policy fall under?	What will the insurance company cover?	What will the insurance company not cover?	What documents does the traveller need to provide?
AA Travel Insurance	No – as the ash does not fall under any of the following catagories: Cancellation. Delay. Missed departure.	No – as the ash is a known event.	Customers can cancel their policy and request a full refund as long as they have not yet travelled or made a claim within 14 days from date of purchase. If customers are outside the 14 days, AA Travel Insurance will amend the dates of the policy as long as the policyholder has not yet travelled or made a claim.	All policies will be extended automatically without charge until customers are able to return to the UK.	N/A	N/A	N/A	N/A
All Clear	Yes – provided customers bought insurance prior to the 22nd of April 2010.	No - customers travelling from the 22nd of April onwards will not be covered for claims relating to the volcanic ash.	Where airlines or tour operators offer alternative dates All Clear will transfer the policy to the new travel dates.	All policies will be extended automatically without charge until customers are able to return to the UK.	Travel Delay.	£20 for the first full 12 hours. £10 for each full 12 hours afterwards, up to a maximum of £100.	See policy for further details.	Written confirmation from airline.
All Clear					Travel Abandonment.	If trip is abandoned after the first full 12 hours customers are covered up to £5,000.	An excess of £75.	Written confirmation from airline.
Aviva (formally known as Norwich Union)	No - as the event was not insured but Aviva considered claims on a goodwill basis and provided £25 per insured person for every full 12 hour period of delay, up to a limit of £250. Provided under delayed departure benefit.	No – as the ash was a known event but customers can purchase the new optional add-on cover.	From the 1st of June, customers can purchase a new add-on travel cover at a cost of £5 per insured person for single trips which will cover in the event of another volcanic ash cloud.	All policies will be extended automatically without charge until customers are able to return to the UK.	Cancellation (if customer is prevented from travelling).	Up to £5,000 per insured person for travel and accommodation costs where customers are unable to recover them from travel providers. Customers can claim for the following: - Deposits paid for trip that can not be claimed back. - Unused travel and accommodation costs (including excursions up to a maximum of £250 for each insured person). - Unused kennel, cattery or professional pet sitter fees up to a maximum of £200 per insured person.	A copy of a letter from the airline or port stating the nature and term of the delay.
					Enforced Stay (if customer is stuck abroad and cannot return home).	£100 per insured person for every full 24 hour period that customers are unable to return home (irrespective of any assistance the travel provider or airline may arrange) Maximum limit available is £1,500.
						OR Up to £1000 per insured person for any necessary and reasonable additional travel expenses where, after a period of 24 hours or more, customers unavoidably have to make immediate alternative arrangements to return home and their holiday provider cannot provide suitable alternative travel arrangements.
						Aviva will also pay for emergency medical supplies that customers require to prevent a deterioration or exacerbation of an existing medical condition.
Axa	General policy: There is no cover available under the standard policy for travel disruptions due to the volcanic ash as it is not a "named peril".	No – as the ash is a known event	Axa "are not imposing a date restriction on their policies".	All policies will be extended automatically without charge until customers are able to return to the UK.	N/A	N/A	N/A	N/A
Axa	Axa’s Independent Traveller Insurance Extension: Yes.	No – as the ash is a known event.	Axa "are not imposing a date restriction on their policies".	All policies will be extended automatically without charge until customers are able to return to the UK.	Cancellation or Delay.	Up to £3000 cover for any irrecoverable unused travel or accommodation costs, or pre-paid charges.	The first £100 of each claim (considered as Excess).	Booking confirmation with a cancellation invoice. Unused travel tickets. Written confirmation from the airline of the cancellation, hours of delay and reason for delays. Relevant receipts.
Barclays Travel Insurance	Yes – Barclays has been considering claims as a gesture of goodwill.	No – as the ash is a known event	As long as customers could not travel due to the ash cloud Barclays will change the dates on the policy to cover for the new holiday dates.	All policies provide 14 days free cover if customer is unable to return home before their cover ends.	Delayed Departure.	If a customers’ flight is delayed either leaving or returning to the UK, customers are covered for: Every full 12 hours of delay. If customers have been delayed for more than 24 hours on their outward journey from the UK and choose to abandon their trip, then they are covered for: Refund of unused travel and accommodation costs. Unused kennel and cattery fees that are unable to be claimed back, up to a value of £200.	First £50 excess.	Customers must check-in at the specified time and get written confirmation from the carrier or agent with the actual date, time and reason for the delay.
Churchill’s	No – as policies do not cover travel delays and/or cancellations caused by a recommendation by any government or travel authority.	No.	Customers unable to use their existing policy can change their policy to reflect their new travel arrangements at no extra cost, as long as they have not submitted a claim.	All policies will be extended automatically without charge until customers are able to return to the UK.	N/A	N/A	N/A	N/A
Columbus Direct	Yes.	No – as the ash is a known event.	Columbus Direct is now offering Emergency Travel Arrangement options on Silver and Gold policies which cover customers in the event of any unforeseen circumstance preventing their return home such as the ash.	All policies will be extended automatically without charge until customers are able to return to the UK. Policy also provides cover for replacement transport and accommodation.	Cancellation – for customers departing from the UK.	Any unused accommodation or travel expenses between £1,000 - £7,500.	Policy excess. Any costs recoverable from another source.	Written confirmation of travel delay or cancellation from airline.
Columbus Direct	Yes.	No – as the ash is a known event.			Delay – for customers who are stuck abroad	Cover up to £100	Policy excess. In cases where you did not check in.
Direct Line	Yes.	No – as the ash is a known event.	Customers who are unable to use their existing policies will be able to change travel dates of their policy to reflect their new travel arrangements, at no extra cost, as long as they have not submitted a claim.	All policies will be extended automatically without charge until customers are able to return to the UK.	Travel delay and Missed Departure.	Customers who are delayed by at least 12 hours will be covered for: £20 for first 12 hours. £10 for each full 12 hours afterwards, up to a maximum of £100. If customers miss their departure, they are covered up to £600 for extra accommodation and transport charges. Alternatively customers can cancel their holiday. If so they are covered up to £5,000.	See policy for further details.	Written evidence from official airline website is acceptable. Direct Line say "Customers should make every effort to check in as per policy terms and conditions although claims will be considered if airline/carrier is not allowing check-ins."
Direct Travel	Yes – they are treating this as an adverse weather condition.	No – as the ash is a known event.	Do not offer a refund or the opportunity to change the dates on the policy.	All policies will be extended automatically without charge until customers are able to return to the UK.	Travel delay, Abandonment or Missed Departure.	Delayed Departure: up to £350. Abandonment: up to £6,000. Missed departure: up to £1,000.	Policy Excess.	Original travel insurance documents. Relevant claim form.
Endsleigh	No – as claims arising from the withdrawal of an aircraft on the recommendation of the Civil Aviation Authority are excluded.	No.	Customers whose outbound journey had been delayed or rescheduled can have their policies amended to reflect new travel dates.	N/A	N/A	N/A	N/A	N/A
Halifax	Yes – Halifax are considering goodwill payments for costs incurred whilst customers are stranded overseas.	No – as the ash is a known event.	Customers can change their policy dates if the original holiday was cancelled due to the ash cloud.	Policy will be automatically extended to cover the customers until their return to the UK.	Goodwill payment.	Halifax will consider a goodwill payment for the following: Accommodation. Food. Beverages. Necessary communications to home. Essential travel in the local area. Alterative travel arrangements.	Additional car parking costs incurred. Additional costs incurred from kennel or cattery. Compensation or costs incurred if an important appointment / event is missed. Any employment-related losses you may incur.	Customers need goodwill payment forms and supporting documents by Wednesday 30th June 2010. Original booking confirmation. Confirmation from airline/tour operator of refunds or alternative arrangements offered or taken. Evidence of costs of any alternative arrangements made by customer. Receipts and records of all expenditure.
Holiday Extras	No – as ash is not considered to be ‘adverse weather’.	No.	If policyholders take up the offer of rearranged flights, cover will be transferred to new dates. If customers do not take up offer of new flights, their premium will be refunded provided they bought a single trip policy.	All policies will be extended automatically without charge until customers are able to return to the UK.	N/A	N/A	N/A	N/A
HSBC (covered by Aviva)	Yes.	No – as the ash is a known event.	If a single trip policy was purchased and customers are no longer able to travel, they can get a refund on their premium providing: They are not intending to claim. They bought the policy and made travel arrangements prior to midday Thursday 15th April 2010.	All policies will be extended automatically for up to 14 days without charge.	Goodwill.	HSBC will consider claims for the following costs incurred whilst customers were stuck abroad: Alternative travel arrangements. Extended accommodation. Additional kennel fees. Laundry costs. HSBC will consider claims for holiday abandonment. If flight is delayed, customers may be able to claim under Departure Delay which may entitle them to abandon their trip should they be delayed for more than 24 hours and claims will be accepted as per what is stated in the policy.	HSBC will not consider claims for the following costs incurred whilst customers where stuck abroad: Loss of wages or earnings.	Original booking evidence. Evidence that customers have sought to get money from travel suppliers. Receipts for additional expenses. Confirmation of additional accommodation or transportation required.
First Direct (covered by Aviva)	Yes – First Direct will consider claims on a goodwill basis.	No – as the ash is a known event.	May make some goodwill exceptions but generally will not make allowances as their policy does not cover anything related to the ash cloud.	All policies will be extended automatically without charge until customers are able to return to the UK.	Goodwill payment but only within the first few weeks of the ash cloud incident. Will not process any claims under the ash cloud now.	Any ATM transaction costs abroad will be refunded to those customers stuck abroad. Customers who didn’t get to travel but who had purchased foreign currency will be allowed to change their currency back to sterling at the rate they bought it.	N/A	N/A
Lloyds TSB Travel Insurance	Yes – Lloyds TSB are considering goodwill payments for costs incurred whilst customers are stranded overseas.	No – as the ash is a known event.	Offered customers opportunity to change dates of policy within 30 days of the ash cloud incident.	Automatically extended policies to cover customers until they were able to return to the UK.	Goodwill payment.	Lloyds TSB will consider a goodwill payment for the following: Accommodation. Food. Beverages. Necessary communications to home. Essential travel in the local area. Alterative travel arrangements.	Additional car parking costs incurred. Additional costs incurred from kennel or cattery. Compensation or costs incurred if an important appointment / event is missed.	The original booking confirmation. Confirmation from airline/tour operator of refunds or alternative arrangements offered or taken. Evidence of the costs of any alternative arrangement s made by customer. Receipts and records of all expenditure. If customers are claiming goodwill payments need to notify Lloyds TSB by Wednesday 30th June. Supporting documents and goodwill payment forms need to be sent by Tuesday 31st August.
Mondial Assistance	No – as the volcanic ash is not a specified insured event coved in their policy.	No.	If customers have to rearrange their trip due to the ash – Mondial Assistance will transfer cover to the new dates provided the area and duration remains the same. If a flight is cancelled and customers are unable to travel, Mondial Assistance will refund the premium if a single trip policy was purchased.	All single trip policies will be extended automatically without charge until customers are able to return to the UK.	N/A	N/A	N/A	N/A
M&S Money (part of the HSBC group)	Yes	No – as the ash is a known event.	Made exceptions to their policy to accommodate for the ash cloud incident and accepted claims	Extended policy to cover customers whilst stuck abroad. Also refunded charges for ATM transactions.	N/A	Subject to policy limits, M&S will cover costs that can not be recovered elsewhere i.e. by the airline or tour operator.	N/A	Would depend on what was being claimed but usually proof of purchase and confirmation from the airline/tour operator of any delays / cancellations.
More Than	Yes – but only for customers who have been stuck abroad between 15th and 23rd of April 2010.	No - as the ash is a known event.	Customers who are yet to make their journey are able to transfer cover to new travel dates at no extra charge. If customers abandon their trip altogether, those who bought a single trip policy will have their premiums refunded.	More Than will be making payments for customers stuck abroad during the period 15th – 23rd April 2010, as a one off gesture.	N/A	More Than will cover costs incurred where airlines/tour operators fail to, according to policy limits and only for a limited time during the ash cloud incident.	N/A	Receipts from accommodation and/or other places for which you incurred costs and letter from airline to confirm delay/ cancellation.
Nationwide	Yes – Bad weather.	No – as the ash is a known event.	If customers are rescheduling the tip by a few days and trip length remains the same – their policy can be transferred onto new dates. If it is more than one week in the future and customers call before the start date of their original trip, they can get their original policy cancelled and premium refunded.	All policies will be extended automatically without charge until customers are able to return to the UK.	Travel Delay.	£35 per person for each full 12 hours of the delay, up to a maximum of £250.	Additional travel costs.	Letter from airline giving the reason for the delay or cancellation.
Nationwide	Yes – Bad weather.	No – as the ash is a known event.			Abandonment.	If customers are delayed for more than 24 hours and decide to abandon their trip, they are entitled up to £5000 per person.	First £50 per person.
Natwest	Yes – providing customers took insurance out before 15th April 2010.	No – as the ash is a known event.	Customers are able to transfer their policy onto new dates if they have had to rearrange their travel.	All policies will be extended automatically without charge until customers are able to return to the UK.	N/A	Refund on fees for ATM transactions for customers stuck abroad. Increased limits on credit cards for customers having to purchase extra accommodation etc.	N/A	N/A
Post Office	Yes – prior to the 15th of April 2010. It is being classed as ‘bad weather’.	No – customers who purchased insurance or booked a trip after April 15th 2010 will not be covered as the ash is a known event.	Would have been able to change the dates of your policy but would not have been entitled to making claims or a refund.	All policies will be extended automatically without charge until customers are able to return to the UK.	Delayed departure.	If a flight is delayed by more than 8 hours due to the ash customers are entitled to: A payment of £20 for first 8 hours of the delay. £20 for each additional 12 hours, up to a maximum of £300.	No cover exists if customers are able to reclaim from their airline or other source.	Customers will need to provide evidence of cancelled or delayed flights.
Post Office					Abandonment	If customers decide to abandon their trip after a delay of more than 12 hours, or if the airline confirms in writing that the flight is cancelled or delayed by more than 12 hours, then customers are covered for: The cost of flights. Any accommodation expenses up to a maximum of £5000.
Royal Bank of Scotland	Yes – providing customers took out travel insurance before the 15th April 2010.	No – as ash is a known event.	Refund would have been available if none of the trip took place. Also allowed you to change your policy dates if customers were prevented from going on holiday.	All policies will be extended automatically without charge until customers are able to return to the UK.	Cancellation, Curtailment, Missed departure and Delayed departure.	According to what activity the claim went under and according to what cover is available as stated in the policy wording.	Any reasonable costs will be covered for and will decisions made are at the discretion of the claims team.	Proof of purchase for the costs and/or letter from the airline confirming the delay/cancellation/missed departure.
Saga	Yes.	No – as the ash is a known event.	If customers bought a single trip policy and are able to transfer flight or holiday dates, Saga will transfer the policy to the new dates as long as a claim has not been made, destination is the same, previous travel dates have not passed and return date is not longer than 12 months from original start date.	All policies will be extended automatically without charge until you are able to return to the UK.	Cancellation	Up to £5000 for any irrecoverable unused pre-paid accommodation, car hire or travel arrangements.	Flights.	You will need to obtain proof of pre-paid costs along with a letter or email from the airline confirming the flight has been cancelled.
Saga	Yes.	No – as the ash is a known event.			Delay	Customers who have been delayed are entitled to: -£35 for the first 12 hours -£15 for ever 12 hour period up to a maximum of £215.	Customers who have not checked-in. Customers that wish to make a claim for travel delay need to provide proof of check-in.
Santander	Yes – if customers bought travel insurance and booked their holiday before the 15th April 2010.	No – as the ash is a known event.	Offered full refund and the opportunity to change the dates of the policy if it was within 14 days of booking it.	All policies will be extended automatically without charge until customers are able to return to the UK.	Travel Delay & Travel Abandonment	If customers are delayed for at least 12 hours on outbound or return journey they are covered for: £50 for first full 10 hours. £10 for each following 12 hours up to a maximum of £300. Up to £5,000 for abandonment after a delay of at least 24 hours from the scheduled departure from the UK.	The excess if the holiday is abandoned.	Written confirmation from the airline describing the length and reason for the delay.
Swiftcover.com	Yes – as the circumstances are outside of the customer’s control.	No – as the ash is a known event.	No refund would have been given and no claims would have been accepted. May have been able to change the dates of your policy	All policies will be extended automatically without charge until customers are able to return to the UK.	Travel Delay and Abandonment	£50 for first 24 hours delays. £25 for each full following 24 hour delay up to a maximum of £400. Up to £3000 for travel and accommodation that customers are unable to recover elsewhere.	First £50 excess for each claim for abandonment. Compensation for both Travel Delay and Travel Abandonment on one trip.	Written statement from the appropriate airline/tour operator confirming the reason and length of delay.
Swinton	No – As it is an ‘Act of God’.	No.	No.	No.	N/A	N/A	N/A	N/A
Tesco	Yes – if customers bought travel insurance prior to the 16th of April 2010	No – if customers bought their travel insurance after the 16th April 2010 they will not be covered as the ash is a known event.	Would have been able to claim for the cancellation of the holiday but would not have been able to get a refund on the policy or change the dates.	All policies will be extended automatically without charge until customers are able to return to the UK. Tesco will pay all reasonable costs for alternative travel arrangements, accommodation and food.	Delay.	£20 for first 12 hours. £10 for each full 12 hours following, up to £200.	See policy.	Customers must provide evidence of all additional costs and must contact the Claims team prior to making any plans.
Tesco					Cancellation.	Up to £2,500.	The first £50 policy excess.
Virgin Money (provided by Europ Assistance)	No – as natural disasters are not included in their policy.	No – as the ash is a known event.	If customers bought a single trip policy and they accept flights for a later date, they can transfer their cover to the new dates. If customers do accept alternative dates, they can get their premium refunded.	All policies will be extended automatically without charge until customers are able to return to the UK.	N/A	N/A	N/A	N/A
Zurich Connect	No.	No.	No.	All policies will be extended automatically without charge until customers are able to return to the UK.	N/A	N/A	N/A	N/A

APH makes every effort to ensure that the information provided is accurate at the time of collection and publishing but it is provided without any kind of warranty. APH accepts no liability for any loss or damage arising from the use of the information.

Press information

For further press information contact Sarah Falkingham or Nicola Grossfield at gosh pr on 020 7430 7910 or email sarah@goshpr.co.uk.