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Travel Insurance claims

If you’re not sure how coronavirus will affect your travel plans or what you’re covered for, we have answers to many of your questions on our travel guidance page.

About HSBC Travel Insurance claims

HSBC Travel Insurance is provided by Aviva Insurance Limited. Aviva manages the claims process from start to finish so that your claims are handled as quickly and efficiently as possible.

When to make an HSBC Travel Insurance claim

If your travel plans have been affected because of coronavirus, your first step should be to contact your travel and/or accommodation provider for a refund.

Please note that Aviva will only consider your claim if you can show you’ve not been able to recover your losses from your travel and/or accommodation provider – or your credit/debit card provider. 

If you paid with an HSBC credit card, read this helpful guide so that you’re aware of your rights. It also explains how to dispute a transaction with your holiday provider if necessary.

What you’ll need to make a claim

You’ll need to provide Aviva with:
  • confirmation of the original booking and which parts of it are non-refundable
  • evidence you’ve tried to get your money back from your travel and/or accommodation provider, plus your credit or debit card provider if you paid by card - for example, copies of emails you’ve sent and/or their replies
  • details of any self-isolation advice you’ve been given by either your GP or from NHS 111

For all claims, normal policy excess, terms and conditions, exclusions and claims assessment apply.

How long will it take to process my claim?

It may take longer than usual for Aviva to process your claim because of the exceptional nature of the coronavirus crisis. We thank you for your patience and understanding at this time.

As soon as you’ve notified Aviva of your claim, they will send you a claims pack detailing the information they need from you. To ensure your claim is handled as swiftly as possible, please follow the instructions in this pack.

After receiving your details, Aviva will assess your claim and make a payment to you within 28 days if your claim’s been successful.

If you’re having financial difficulties, please visit our financial support page for ways we can help.

It’s easy to get in touch online. Talk to us directly through our chat channels.