Direct Line Travel Insurance offers further travel advice for customers affected by the volcanic ash

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Jennifer Thomas, spokesperson for Direct Line Travel Insurance, comments: “The volcanic ash is still causing major disruption for those people trying to leave and return to the UK. As such, we want to remind our customers that they will be covered for travel delay and missed departure to the limits set out in their policy terms and conditions.*

We will also be automatically extending cover for single trip travel policies for customers that are stranded abroad until they are able to return to the UK.

Direct Line Travel Insurance offers further travel advice for customers affected by the volcanic ash

Jennifer Thomas, spokesperson for Direct Line Travel Insurance, comments: “The volcanic ash is still causing major disruption for those people trying to leave and return to the UK. As such, we want to remind our customers that they will be covered for travel delay and missed departure to the limits set out in their policy terms and conditions.*

“We will also be automatically extending cover for single trip travel policies for customers that are stranded abroad until they are able to return to the UK. Customers that are unable to use their existing policies will also be able to change the travel dates on their policy to reflect their new travel arrangements at no additional cost as long as they have not submitted a claim.

“If a customer has a flight cancelled and is refunded from the airline, but still has accommodation that they can't cancel or use, these claims can be considered under travel delay leading to trip abandonment. If a customer has a package holiday and it is delayed or cancelled, they should re-book or seek a refund from their tour operator.

“Whilst we appreciate that this event has caused mass disruption and inconvenience for travellers, customers wishing to buy travel insurance after the 15th April 2010 will not be covered for travel delay or missed departure arising from the volcanic ash, as they are buying cover in the knowledge that there is a problem. As you are unable to insure for an event or incident after it has happened, this highlights the importance of buying travel insurance as soon as a holiday or flight is booked.”

Direct Line advice for travellers:

  •     In the first instance, customers are advised to check with their airline or tour operator about the status of their flight.
  •     If an airline cancels a flight, then customers should claim for a new flight or refund from their airline.
  •     If a customer is stranded abroad, because of a cancelled or delayed flight, the airline has an obligation to provide support, including refreshments or accommodation.
  •     If customers have booked the flight on their credit card, the Consumer Credit Act (CCA) could also help with any claims made.
  •     Direct Line is considering claims for unused accommodation for customers who are unable to commence their trip, but they will need to provide evidence that they are unable to travel. In this case, information from official airline websites is acceptable as evidence.
  •     Although Direct Line customers stranded abroad are covered for incidental expenses for delay to the limits set out in their policy terms and conditions, they should make every effort to check-in as per the policy terms and conditions, however we will consider claims if the airport /carrier is not accepting check-ins.
  •     Customers should ensure any expenditure they incur is supported by receipts.

For further information please contact:
Claire Foster
020 8285 8682

Erica Nelson
020 8313 5830

*According to the usual policy terms and conditions. Please note, all customers should contact their airline before they contact their insurer.

Direct Line
Started in 1985, Direct Line became the first UK insurance company to use the telephone as its main channel of communication. It provides motor, home, travel and pet insurance cover direct to customers by phone or online.

Direct Line is part of RBS Insurance, the second largest general insurer in the UK and is wholly owned by the Royal Bank of Scotland Group. Customers can find out more about Direct Line products or get a quote by calling 0845 246 3564 or visiting http://www.directline.com Direct Line Insurance plc is authorised and regulated by the Financial Services Authority. Registered office: 3 Edridge Road, Croydon, Surrey CR9 1AG. Registered in England and Wales no. 01810801. The Financial Services Authority's Register can be accessed through http://www.fsa.gov.uk.

You can find the original article here: Direct Line Travel Insurance offers further travel advice for customers affected by the volcanic ash

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