This information relates to Direct Travel branded products only underwritten by Chaucer Insurance Company DAC.
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:
- travel and accommodation expenses which you have paid or have agreed to pay under a contract and which you cannot get back;
- the cost of excursions, tours and activities which you have paid for and which you cannot get back; and
- the cost of visas which you have paid for and which you cannot get back.
If after the time you booked your trip or purchased your policy, whichever is later, the Foreign, Commonwealth and Development Office (FCDO) 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:
Or you can contact the claims company as follows:
Claims Settlement Agencies
308-314 London Road
Essex SS7 2DD
Phone: 01702 553443
If you have a query regarding any other branded products please refer to the Policy Wording for full terms and condition
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