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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 and business 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.

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.

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.

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?

Packaged Account travel insurance FAQs

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

Changes to your travel insurance

Your travel insurance is changing from 5th January 2021 as a result of the COVID-19 pandemic. Make sure you read the endorsement below alongside the Travel Insurance Terms as this will affect your cover.

For trips booked on or after 5th January 2021, you'll no longer be covered for cancelling a trip due to:

  • Quarantine: having to quarantine or self-isolate, including as a result of Government or local authority action due to COVID-19 or another pandemic
  • FCDO advice: following Foreign, Commonwealth & Development Office advice related to COVID-19 or another pandemic
  • Natural disaster: you being unable to use your pre-booked and pre-paid accommodation because the accommodation or immediate surrounding area has been affected by COVID-19 or another pandemic

The following wording - known as an endorsement - will be applied to your travel insurance terms on 5th January 2021.

The following additional exclusion applies to Section A Cancelling your trip of the Travel Insurance Terms for the following cancellation reasons:

  • Bullet 2. Quarantine
  • Bullet 7. Foreign & Commonwealth advice
  • Bullet 8. Natural disaster

There is no cover for any claim arising directly or indirectly or in any way connected to the disease COVID-19 (Coronavirus) or any mutation of it or any disease that is declared a pandemic by the World Health Organisation. This includes any steps taken by any entity including but not limited to transport operator, Government, authority or agency, in response to or as a result of COVID-19 or a pandemic. This also includes any claim for any person being quarantined or self-isolating in relation to COVID-19 or a pandemic.

Trips booked before 5th January 2021 are not affected, even if they start on or after 5th January 2021.

We will be notifying our customers of this change by the end of November 2020.

For more information about travel insurance during COVID-19, you can refer to the FAQs below – you will need to refer to the relevant section based on when your trip was booked:

  1. Trips booked before 5th January 2021 (as long as your trip was covered by travel insurance on a Packaged Account held with us before 5th January 2021)
  2. Trips booked on or after 5th January 2021

1. Trips booked before 5th January 2021 (as long as your trip was covered by travel insurance on a Packaged Account held with us before 5th January 2021)

1a) Booking your trip

If I book a trip will I be covered for COVID-19 or any other pandemic?

Your travel insurance will provide cover for cancelling a trip if:

  • any insured person, a close relative, or travelling companion is diagnosed with a serious illness (including COVID-19 or another disease that is declared a pandemic)
  • you are quarantined before your trip starts

as long as you weren't aware of this reason to cancel when you booked the trip or your cover started, whichever is later.

You will also be covered for cancelling a trip if:

  • the Foreign, Commonwealth and Development Office (FCDO) is advising against travel due to COVID-19, as long as this advice wasn't in place when you booked the trip or your cover started, whichever is later.

When there is no FCDO advice against 'all travel', you will be covered whilst on a trip for emergency medical expenses including reasonable additional travel costs and for cutting short a trip due to COVID-19 or another pandemic, as long as you weren't aware of any reason to claim when you departed on your trip.

How do I ensure I have flexibility to change my travel plans for future bookings?

Before you book a trip, remember to speak with your travel and accommodation provider about whether they would let you cancel or change your trip if you needed to.

An ATOL-bonded package holiday could offer better protection than independently booked trips.

For the latest travel advice, please check the UK Government websites at www.gov.uk/coronavirus and www.gov.uk/guidance/travel-advice-novel-coronavirus. Please note that for trips booked before 5th January 2021, regardless of when the trip starts, you will continue to be covered for cancelling your trip if the FCDO is advising against "All Travel" or "All but essential travel" to your destination (due to reasons including COVID-19 or another disease that's declared a pandemic), as long as this advice wasn't in place when you booked the trip or your cover started, whichever is later.

If applicable, please also ensure you have the necessary travel insurance upgrades in place before you rely on your travel insurance cover (for example, if you or any insured persons are aged 70 or over or have a pre-existing medical condition). You can arrange an upgrade online at rbs.co.uk/benefits. Just log in and select Travel Insurance to view the upgrade options.

1b) Before your trip

Am I covered if I cancel my trip if I don't want to go because of COVID-19 or any other pandemic risks?

No, there is no cover for cancelling your trip if you choose not to travel.

Am I covered If I cancel my trip because I am medically diagnosed with COVID-19 or any other pandemic disease when I am due to go on my trip?

Yes, there is cover if any insured person, close relative, travelling companion(s) or the person whose home you are due to stay in outside the UK is diagnosed with COVID-19 or any other pandemic disease as long as when you booked your trip or opened your account/purchased your upgrade, whichever was later, you were not aware that you had COVID-19 or were being tested for it. You must first speak to your trip provider to see if they can provide a refund or offer you an alternative.

Am I covered if I cancel my trip because I have been told to quarantine when I am due to go on my trip?

Yes, there is cover as long as when you booked your trip or opened your account/purchased your upgrade, whichever was later, you were not aware that you needed to quarantine. You must first speak to your trip provider to see if they can provide a refund or offer you an alternative.

Am I covered if I cancel my trip knowing that I will have to quarantine on arrival at my destination?

Yes, there is cover as long as you weren't aware of the need to quarantine when you booked your trip or opened your account/purchased your upgrade and subject to the terms and conditions of the policy. You must first speak to your trip provider to see if they can provide a refund or offer you an alternative.

Am I covered if I cancel my trip due to having to quarantine on my return to the UK?

No, there is no cover for having to quarantine when you return home.

Am I covered if I cancel my trip because the Foreign, Commonwealth and Development Office (FCDO) are advising against travel to my destination?

Yes, there is cover as long as when you booked your trip or opened your account/purchased your upgrade, whichever is later, the FCDO were not advising against travel to your destination. Where the advice is against 'All but essential' travel, cover is only available when that advice is in place within 28 days before your departure. You must first speak to your trip provider to see if they can provide a refund or offer you an alternative.

If you are already abroad and need to come home early, we will cover you for cutting short your trip provided FCDO advice was not in place at the start of your trip.

Am I covered if I cancel my trip because the area in which I live or am due to travel to is locked down by the UK Government and therefore I am unable to go on my trip?

Yes, there is cover as long as when you booked your trip or opened your account/purchased your upgrade, whichever is later, you were not aware that the area in which you live or were travelling to was going to be or is locked down. You must first speak to your trip provider to see if they can provide a refund or offer you an alternative.

Am I covered if I cancel my trip because the country I am due to travel to changes its entry and visa requirements or its borders are closed?

No, there is no cover. You should speak to your travel provider as they may be able to help you, and you should continue to monitor the FCDO advice.

Am I covered if I cancel my trip because I am unable to use my pre-booked accommodation because a country has locked down the area and I am due to travel to due to COVID-19 or any other pandemic?

Yes, there is cover to cancel a trip, providing there was no FCDO or local country advice in place at the time you booked your trip or opened your account/purchased your upgrade, whichever is later. You must first speak to your trip provider to see if they can provide a refund or offer you an alternative.

Am I covered if I cancel my trip because I cannot access my pre booked accommodation, due to my flights being cancelled or travel being restricted due to COVID-19 or any other pandemic?

Yes, there is cover providing when the trip was booked or opened your account/purchased your upgrade, whichever was later:

  • there was no FCDO advice against travel, and
  • the accommodation was accessible and open for business, and
  • the booking was non-refundable

If the accommodation provider was closed for business, then a refund should be sought from the travel provider in the first instance before considering a chargeback (debit card), s75 (credit card), raised through your card issuer. If you are unable to recover your travel costs then please contact the travel insurance team.

My trip has been cancelled and my travel provider has offered me a travel voucher / credit to re-book my holiday for a later date. If I decline this, will I be able to claim on my travel Insurance?

No, there is no cover under your travel insurance, you should speak to your travel provider to get a refund.

For trips booked through an ABTA or ATOL bonded agent you can follow their advice on refunds by visiting: www.abta.com or www.caa.co.uk

Does my cover change if I cancel my trip after I have changed my account to another Packaged Account after 5th January 2021?

If your trip was covered by travel insurance on a Packaged Account with us before 5th January 2021, there is no change to your cover providing the new account terms still covers that type of trip.

If your trip was not covered by travel insurance on a Packaged Account with us before 5th January 2021, and you need to cancel your trip before it starts then you will no longer be covered for the following reasons:

  • Quarantine: You will not be covered for cancelling a trip if you, a close relative or travelling companion need to quarantine or self-isolate in the UK or abroad, including as a result of Government or local authority action (such as Test and Trace/Protect) due to COVID-19 or another disease that's declared a pandemic. If you are diagnosed with COVID-19, or another disease that's declared a pandemic, and need to quarantine you will still be covered.
  • FCDO advice: You will not be covered for cancelling a trip if the Foreign, Commonwealth & Development Office (FCDO) is advising against 'All Travel' or 'All but essential travel' to your intended destination due to COVID-19 or another disease that's declared a pandemic.
  • Natural disaster: You will not be covered for cancelling a trip if you are unable to use your pre-booked and pre-paid accommodation because the accommodation or immediate surrounding area is adversely affected by COVID-19 or another disease that's declared a pandemic (this is covered under 'natural disaster' in the terms).

1c) During your trip

Am I covered for medical expenses if I catch COVID-19 or any other pandemic disease while on holiday?

Yes, there is cover as long as you were fit to travel when your trip started and you aren't travelling to an area where the FCDO has advised against ‘all travel'. You will be covered for emergency medical and reasonable additional travel expenses that you may incur as a result of becoming ill.

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

Am I covered for additional expenses if when I arrive at my destination and I have to quarantine?

Yes, there is cover providing there was no FCDO or local authority advice in place for your destination at the time you opened your account/purchased your upgrade, booked your trip and at the start date of your trip. You will be covered for reasonable additional accommodation and transport.

Am I covered if I cut short my trip because FCDO advice changes whilst I am on my trip?

Yes, there is cover if you need to cut short your trip because the FCDO is advising against 'All Travel' or 'All but essential travel' to your destination (including due to COVID-19 or another disease that's declared a pandemic), providing the advice came into force after you started your trip. You will be covered for cutting short your trip or for emergency medical expenses. You should first speak to your travel provider to find out what options are available to you.

Contact Us

Should you require any further assistance with your travel insurance, please contact our general enquires team via Membership Services on 0345 246 1312, Option 1.

Lines are open 8pm-6pm Monday to Friday (excluding bank and public holidays).

2. Trips booked on or after 5th January 2021

2a) Booking your trip

If I book a trip will I be covered for COVID-19 or any other pandemic?

Your travel insurance will include cover for:

  • Illness: You will be covered for cancelling a trip if you, a close relative or travelling companion are diagnosed with a serious illness (including COVID-19 or another disease that's declared a pandemic).
  • Emergency medical treatment: You will be covered for emergency medical treatment while on a trip or for cutting short a trip due to illness (including COVID-19 or another disease that's declared a pandemic), provided you were not suffering from the illness when you booked the trip and you were fit to travel when your trip started.
  • FCDO advice: You will be covered for cutting short a trip if the FCDO is advising against 'All Travel' or 'All but essential travel' to your destination (due to reasons including COVID-19 or another disease that's declared a pandemic), providing the advice came into force after you started your trip.

How do I ensure I have flexibility to change my travel plans for future bookings?

Before you book a trip, remember to speak with your travel and accommodation provider about whether they would let you cancel or change your trip if you needed to. An ATOL-bonded package holiday could offer better protection than independently booked trips.

For the latest travel advice, please check the UK Government websites at www.gov.uk/coronavirus and www.gov.uk/guidance/travel-advice-novel-coronavirus.

If applicable, please also ensure you have the necessary travel insurance upgrades in place before you rely on your travel insurance cover (for example, if you or any insured persons are aged 70 or over or have a pre-existing medical condition). You can arrange an upgrade online at rbs.co.uk/benefits. Just log in and select Travel Insurance to view the upgrade options.

2b) Before your trip

Am I covered if I cancel my trip if I don't want to go because of COVID-19 or any other pandemic risks?

No, there is no cover for cancelling your trip if you choose not to travel.

Am I covered if I cancel my trip because I am medically diagnosed with COVID-19 or any other pandemic disease when I am due to go on my trip?

Yes, there is cover if any insured person, close relative, travelling companion(s) or the person whose home you are due to stay in outside the UK is diagnosed with COVID-19 or any other pandemic disease as long as when you booked your trip or opened your account/purchased your upgrade, whichever was later, you were not aware that you had COVID-19 or were being tested for it. You must first speak to your trip provider to see if they can provide a refund or offer you an alternative.

Am I covered if I cancel my trip because I have been told to quarantine when I am due to go on my trip?

No, there is no cover if you have to quarantine because of Government or local authority action (such as Test and Trace/Protect) due to COVID-19 or another disease that's declared a pandemic.

Am I covered if I cancel my trip knowing that I will have to quarantine on arrival at my destination?

No, there is no cover to cancel a trip due to having to quarantine at your destination.

Am I covered if I cancel my trip due to having to quarantine on my return to the UK?

No, there is no cover for having to quarantine when you return home.

Am I covered if I cancel my trip because the Foreign, Commonwealth and Development Office (FCDO) are advising against travel to my destination?

No, there is no cover for FCDO advice against 'All Travel' or 'All but essential travel' to your intended destination due to COVID-19 or another disease that's declared a pandemic, regardless of when this advice came into place.

If you are already abroad and need to come home early, we will cover you for cutting short your trip provided FCDO advice was not in place at the start of your trip.

Am I covered if I cancel my trip because the area in which I live or am due to travel to is locked down by the UK Government and therefore I am unable to go on my trip?

No, there is no cover for cancelling your trip because of Government or local authority action (such as Test and Trace/Protect) due to COVID-19 or another disease that's declared a pandemic.

Am I covered if I cancel my trip because the country I am due to travel to changes its entry and visa requirements or its borders are closed?

No, there is no cover. You should speak to your travel provider as they may be able to help you, and you should continue to monitor the FCDO advice.

Am I covered if I cancel my trip because I am unable to use my pre-booked accommodation because a country has locked down the area and I am due to travel to due to COVID-19 or any other pandemic?

No, there is no cover and you should speak to your trip provider to see if they can provide a refund or offer you an alternative.

Am I covered if I cancel my trip because I cannot access my pre booked accommodation, due to my flights being cancelled or travel being restricted due to COVID-19 or any other pandemic?

If the accommodation provider was closed for business, then a refund should be sought from the travel provider in the first instance before considering a chargeback (debit card) or s75 (credit card) application raised through your card issuer.

My trip has been cancelled and my travel provider has offered me a travel voucher / credit to re-book my holiday for a later date. If I decline this, will I be able to claim on my travel Insurance?

No, there is no cover under your travel insurance, you should speak to your travel provider to get a refund.

For trips booked through an ABTA or ATOL bonded agent you can follow their advice on refunds by visiting: www.abta.com or www.caa.co.uk.

2c) During your trip

Am I covered for medical expenses if I catch COVID-19 or any other pandemic disease while on holiday?

Yes, there is cover as long as you were fit to travel when your trip started and you aren't travelling to an area where the FCDO has advised against ‘all travel'. You will be covered for emergency medical and reasonable additional travel expenses that you may incur as a result of becoming ill.

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

Am I covered for additional expenses if when I arrive at my destination and I have to quarantine?

Yes, there is cover providing there was no FCDO or local authority advice in place for your destination at the time you opened your account/purchased your upgrade, booked your trip and at the start date of your trip. You will be covered for reasonable additional accommodation and transport.

Am I covered if I cut short my trip because FCDO advice changes whilst I am on my trip?

Yes, there is cover if you need to cut short your trip because the FCDO is advising against 'All Travel' or 'All but essential travel' to your destination (including due to COVID-19 or another disease that's declared a pandemic), providing the advice came into force after you started your trip. You will be covered for cutting short your trip or for emergency medical expenses. You should first speak to your travel provider to find out what options are available to you.

Contact Us

Should you require any further assistance with your travel insurance, please contact our general enquires team via Membership Services on 0345 246 1312, Option 1.

Lines are open 8pm-6pm Monday to Friday (excluding bank and public holidays).