A-Plan Covid-19 Update

Welcome back – our branches are open and we look forward to seeing you again.

See details on Covid & Travel Insurance

As we come out of another national lockdown, we’re delighted to be opening our doors again and welcoming you into our COVID-secure branches from today.

It feels like a long time since we were able to see you face to face, but we’ve worked hard to support you throughout, over the phone. Whilst our teams have worked from home, we are really proud that despite the concerns and distractions that we’ve all faced, we have maintained a high standard of responsiveness, with our average call answering time below 20 seconds.

As we get used to the high street being open again, here is a reminder of what you can expect when you visit us in branch:

  • Posters advising of our COVID-secure measures
  • Hand sanitisers available for your use
  • Perspex screens on our counters

Wearing a mask in our branches

As per the Government advice, we would ask that you wear a mask, if you can, when visiting one of our branches.

We appreciate that for some, wearing a mask will not be possible, so please let us know when you arrive at the branch. We’ll still take the same precautions as outlined above.

Of course, you can still call us to speak to us about a range of insurance needs. Simply telephone your local branch as you always have done.  

Cashless payments

To minimise contact we are trying to avoid handling cash, so if you can pay by debit, credit or by monthly instalments, that would be preferred. If you are having difficulty with your premium payment instalments, please click here to find out how we may be able to help you.

Finally, thank you for your continued support. Your friendly emails and comments throughout this difficult time have meant the world to our teams, and we feel incredibly lucky to have such loyal and friendly clients.

Postal delays

Some of our clients may experience a temporary delay in receiving their postal documentation due COVID-19 related resourcing issues at Royal Mail.

Please check the Royal Mail website and click on ‘deliveries today’ for any affected postal sectors. Thank you for your patience and understanding.

https://personal.help.royalmail.com/app/answers/detail/a_id/12556/~/service-update

Covid – Travel Insurance

Following the announcement that some travel abroad is permitted from 17th May 2021, the following sets out how the travel insurers that we deal with will respond in the event that you might wish to claim as a result of Covid 19. 

We fully appreciate that there are a number of scenarios to consider, and they are somewhat complex, but if, having read this you are still unsure, please contact our travel insurance centre on 01252 728 316 or contact your A-Plan branch. The main considerations are:

Should your travel provider go into liquidation this is likely to be covered by most insurers provided you cannot get your money back from any other source (such as ABTA or via a credit card provider). Please contact us for guidance on your policy should this occur.

If your travel provider or airline postpones or cancels your trip and offers a rebooking or credit and no refund this is very unlikely to be covered by your policy. Again, please contact us if this happens to you.

The Foreign, Commonwealth and Development Office (FCDO) advice can differ across countries within the same government travel list, so please be aware that whether or not travel insurance will cover you at all depends on FCDO advice for each destination. This means that you may be able to claim on your insurance as long as you’re not travelling against the FCDO advice, or making a claim for something that is excluded from cover.

If you travel to a destination for which the FCDO advises against all or all but essential travel, your insurers will not meet any claims under the policy. If you are NOT travelling against FCDO advice, then you will have the full benefit of your travel policy.

If you contract Covid-19 or are required to self-isolate and are unable to undertake a valid trip, consideration of a cancellation claim for unrecoverable expenses differs between each insurance company; so you will need to check with us to see if cover is available.

If you are unable to travel due to a change in FCDO advice (including lockdowns, general quarantines or other government restrictions), cancellation cover will not be covered with most travel insurers. Please refer to us to obtain advice about what cover, if any, might be available.

If a local lockdown prevents you from travelling even though FCDO advice is that it is safe to travel to the destination, this is very unlikely to be covered by an insurance policy. Please contact us for advice on your specific policy wording should this occur.

If the entry requirements of the country to which you are travelling require you to self-isolate on arrival, unfortunately your insurer will not be able to consider cancellation or any other claims, even if the requirements change after you book your trip.

If you contract Covid-19 while on a valid trip, you should contact the 24hr medical assistance line; if your condition requires an early return home, again cover differs between each insurer so please check with us prior to taking your trip if you are unsure of your policy wording.


Unfortunately insurers will not consider curtailment claims if you return home early due to a change in the traffic light status of your destination (for example if the Government changes it from green to amber or red). Any additional costs incurred due the need to quarantine in the UK on your return are not covered by insurance.

If you need any help or guidance, or have other questions relating to your cover and Covid, please contact our specialist travel insurance centre on 01252 728 316  or your A-Plan branch and we will be pleased to help.

Visit the FCDO website https://www.gov.uk/guidance/travel-advice-novel-coronavirus

Updated: 8th July 2021 @ 11:30am