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I'm worried about Coronavirus

An update on coronavirus from the NatWest Group

We understand that these are uncertain times, and many of you may be worried. If you’re concerned about being affected financially or being unable to get to the branch due to coronavirus, we’re here to help. You can find further support on our personal (opens in a new window) and business (opens in a new window) pages.

I am struggling financially to pay my bills. What support are you able to offer?

We’re committed to proactively supporting our customers who may be affected by Coronavirus. If you have been impacted by Coronavirus, our teams are here to support you. You can find support here (opens in a new window)

I have had to self-isolate or am worried about visiting public places and so can’t get to my branch. How do I do my banking?

You can use our mobile banking app and online banking to help you manage your everyday banking needs without having to leave your home. You can learn more about how you can access these and what you can do on our ways to bank page here (opens in a new window)

Or if you need further help and are unable to visit a branch, our Video Bankers may be able to help you. You can find out more about the service and book an appointment here (opens in a new window).

How do I know what times my branch is open?

You can find out if your branch has been affected by coronavirus by searching When are your branches open? (opens in a new window)

Packaged Account travel insurance

Important note: This general advice does not replace the terms and conditions of your Travel Insurance policy and you should read your policy booklet for further information.

If I book a trip now will I be covered for coronavirus (COVID-19)?

No, any trips booked on or after 18th March 2020 will not be covered for any claim relating to coronavirus, as this is now a known event.

I booked my trip before 18th March when no travel guidance was in place, but I now need to purchase an age or medical upgrade. Will I be covered?

If you are purchasing a medical upgrade

As long as your trip was booked before 18th March, you will be covered for any medical claims relating to your condition, including medical-related cancellations due to coronavirus where the condition is newly diagnosed. If you had the medical condition when you booked your trip before 18th March but did not declare it, there is no cover for medical related cancellations due to coronavirus.

If your trip was booked after 18th March, you will be covered for medical claims relating to your condition but you will not be covered if you have to cancel your trip due to coronavirus linked to your condition.

If you are purchasing an age upgrade

If you booked a trip before 18th March whilst you were under 70, and are now buying an age extension because you are turning 70, you will be covered for coronavirus disruption.

If you booked a trip before 18th March whilst you were over 70, and are now buying an age extension, you will not be covered for coronavirus disruption.

If you have an age extension but booked your trip after 18th March, you will not be covered for coronavirus disruption.

I am currently abroad, should I return to the UK?

All customers currently abroad should now seek to return to the UK, as per the advice of the FCO (opens in a new window).

You should speak to your travel provider in the first instance. If you’re unable to use or amend your original return tickets, your policy covers reasonable costs for additional accommodation and travel, less any refund you receive from your travel provider, subject to the policy limit.

If your travel provider is unable to assist you the government are now arranging the repatriation of UK citizens abroad. Customers stranded abroad should check the FCO website and social media of the UK embassy or High commission of the country they are in. For further information please visit this dedicated page (opens in a new window).

If the earliest flight you can get is after your original return date, your travel insurance will automatically extend cover until the earliest time you could reasonably return home.

If you’re abroad and don’t want to return to the UK earlier than planned, then please be aware there’s no cover for additional transport and accommodation expenses if you become stranded abroad past your original date of travel. Your travel insurance will also end on your original return date.

Can I cancel my holiday if I don’t want to go because of coronavirus (COVID-19) risks?

Yes, you can claim for cancellation of a trip if the FCO advises against all but essential travel to your intended destination, as long as you are travelling within 28 days and the advice wasn’t in place when you booked the trip or purchased your insurance.

You can also claim for cancellation of a trip if the FCO advises against all travel to your intended destination, as long as the advice wasn’t in place when you booked the trip or purchased your insurance.

You can see what date the FCO advice came into force by visiting www.gov.uk/foreign-travel-advice

Where the FCO advice is not in place, there is no cover under your travel insurance, and you should continue to monitor FCO advice and speak to your travel provider.

I have currently only paid the deposit for my holiday. What can I claim if I cancel?

You can claim for the cost of any lost deposits where the FCO is advising against travel to your destination, as long as the advice wasn’t in place when you booked the trip or purchased your insurance, and your trip is due to start in the next 28 days.

If your trip isn’t due to start in the next 28 days then there is no cover for cancellation and you should decide if you want to make any balance payments due for your trip. You will only be able to claim cancellation if FCO advice against travel is in place within 28 days before your trip is due to start.

Valid cancellation claims will cover the amount you have paid for the trip, less any refunds you have received and the policy excess.

For any trip, you must first seek a refund from your trip provider

I have a UK trip booked, can I claim cancellation?

UK trips of 2 or more nights in pre-booked commercially operated accommodation are covered for cancellation where the accommodation is closing due to coronavirus (COVID-19). You should first seek a refund from your accommodation provider.

We are also extending the advice of the FCO to trips in the UK, based on the government guidance around social distancing, this applies to trips due to start in the next 28 days. This means that if FCO advice is against all or all but essential travel, we will apply that to UK based trips.

For any trip, you must first seek a refund from your trip provider.

I booked a holiday before the 18th March when no travel guidance was in place. My tour operator has offered to re-schedule my holiday later in the year. Will I remain covered for coronavirus (COVID-19) cancellations?

Yes. As long as your initial booking was made before 18th March and there was no FCO travel guidance in place when you booked your trip.

Am I covered if I want to come home from a trip because of coronavirus (COVID-19)?

In the first instance you should speak to your travel provider to arrange any amendment to your trip, including being returned to the UK.

You can claim to return home early from your trip if the FCO advises against all travel or all but essential travel for your destination while you are on your trip.

You can claim to return home early whilst on your trip if your accommodation or the immediate surrounding area is locked down as a result of coronavirus (COVID-19).

Where FCO advice is already in place when your trip starts, or where the FCO advice is not in place or the local or national authorities confirm it is safe to remain in the area, there is no cover under your travel insurance and you should continue to monitor FCO advice and speak to your travel provider.

Can I cancel my trip if I am unable to use my pre-booked accommodation because a country has closed its borders due to coronavirus (COVID-19)?

You can claim for cancellation of a trip if you are due to travel in the next 28 days and the country you are due to travel to has closed its borders to UK citizens.

Where you are not due to travel in the next 28 days you should continue to monitor FCO advice for your destination and speak to your travel provider.

Am I covered for additional expenses if I have to quarantine while on a trip but don’t have coronavirus (COVID-19)?

If you are on a trip and your accommodation is locked down so you can’t return home as planned, your policy will provide you with cover under the ‘cutting short your trip’ section of the policy for reasonable additional accommodation and transport. There is no cover for food.

Am I covered for medical expenses if I catch coronavirus (COVID-19) while on holiday?

As long as your insurance was in place, you booked your trip before 18th March, you are not travelling against doctor’s advice and are not travelling to an area where the FCO has advised against all travel, then you will be covered for medical and reasonable additional travel expenses that you may incur as a result of becoming ill.

If the FCO advice changes while you are on your trip, you will still be covered if you need to claim for medical expenses.

Am I covered if the country I am due to travel to changes its entry and visa requirements?

There is no cover under your travel insurance where you are refused entry to your destination because you do not have the correct visa or passport.

You should speak to your tour operator as they may be able to help you, and you should continue to monitor the FCO advice (opens in a new window).

If you have any other Coronavirus queries please visit our dedicated page