Updated travel and insurance FAQs: flights and making an insurance claim
07 Apr 2020
Frequently asked questions are updated regularly
This advice is correct at the time of publication of this news article.
If you have health concerns then you should refer to the NHS website as recommended by Public Health England, however to make other queries regarding the current situation you can email coronavirus-info@manchester.ac.uk.
The following questions have been updated:
My flight has been cancelled with an alternate offer from the flight operator
If your pre-booked flight is cancelled, and instead of a full refund, the flight operator offers you a free replacement flight – even if it is with a different airline – or a free replacement flight at a later date, you cannot make a claim.
I want to make a claim procedure due to Covid-19
If you are cancelling travel or experienced a disruption to your trip due to coronavirus, before submitting a claim, contact Key Travel or if you arranged the travel yourself, contact the travel agent, airline or hotel to seek a refund or make alternative travel arrangements. If you used a credit or debit card to make the booking, you can also contact your card provider and seek a refund under the Consumer Credit Act.
Once you’ve taken the above steps, if there are any remaining unrecoverable losses, you can submit a claim together with your original and amended itineraries and any other relevant documents, such as receipt of purchase or payment, cancellation notice from third parties and any written evidence of the refund sought, to substantiate your loss.
To make a cancellation or curtailment claim due to coronavirus, please follow the process:
1. Read the guidance note and then fill in a claim form
2. Send your completed claim form with supporting information to Coronavirus-Insurance@manchester.ac.uk with the subject title “CV19 claim – (your name) – (your University ID)”.
If you wish to make other type of travel claim whether it is due to coronavirus or not, please contact the Insurance Office.
Due to the volume of requests received, please do not resend your claim request more than once to any insurance mailbox. The Insurance Office will acknowledge your email as soon as possible.
All claims will be assessed by the insurers based on the evidence and supporting information provided, and on a case-by-case basis. Personal data (including sensitive information) on the claim form is used by the insurance company but may also be shared with other relevant personnel in the University if necessary.