Travel Insurance Guidance - COVID-19-Coronavirus

This bulletin will be updated as applicable in the future as current events evolve.

We understand that with the recent outbreak of Coronavirus, that you may be concerned about what level of protection your travel insurance gives you.

Following the World Health Organisation's announcement on 11 March declaring Coronavirus to be a pandemic, it has now become a "known event" for many insurers. Therefore, Millstream Underwriting Limited has now classified Coronavirus as a "known event" from 13 March.

The information below gives our customers, who have bought their travel insurance through Wesleyan Financial Services, guidance on their cover.

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.

Cover under your policy for claims relating to Coronavirus


Where the Foreign and Commonwealth Office (FCO) has advised against travel to your destination after the time of booking or policy purchase (whichever comes later), we will consider claims.

If the FCO has not advised against travel to your destination, you will not be covered for cancellation. Essentially, claims for disinclination to travel will still not be considered unless the FCO is advising against travel to the destination.

Customers should still contact their airline and/or travel provider to discuss options for amending or cancelling a trip.

We will also sympathetically consider claims where a customer has been advised by their GP not to travel because they have contracted Coronavirus or where underlying medical conditions put them at a greater risk.


If a scheduled return flight is cancelled, recovery should be sought from the airline or travel provider. We will consider claims for costs arising from extended stays due to cancellation, quarantine or similar events resulting from coronavirus measures.

General advice

Millstream encourages 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

Information about Coronavirus can be found at:

This is an unprecedented and dynamic event that we appreciate is of great concern to our customers.

It is impossible for Millstream to give definitive statements to every set of circumstances. They 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.

If you have any further questions around your travel insurance from Wesleyan Financial Services, please email

Travel Insurance is arranged by Wesleyan Financial Services. The insurance provider is Millstream Underwriting Limited and is underwritten by AWP Assistance.

Source: Information has been provided by Millstream Underwriting Limited.