First, I have to say that I appreciate that many clients understand that although I sell this policy (as the intermediary) I am not the actual insurer, that I understand how frustrating the current situation is and that I am doing as much as I can to help, where I am able. 

The insurer's position is that claims related to the volcanic ash are not covered by this policy (and other insurers have decided similarly. Unfortunately, insurers are not responding to the situation in a consistent manner). However, please keep checking this page in case this decision is reviewed. I am working hard to persude the insurers to meet reasonable claims. 

The insurer (Mondial) makes the decision of what is and what is not covered by the policy. These decisions are out of my hands but, as I say, I am doing my best  to try to persuade them to meet as many reasonable claims as possible. 

It's become apparent that some people have assumed the policy will cover situations that it was not designed to cover (or they wish it did). The policy wording sent out to everyone, states what is and is not covered. Unfortunately many people don't read the wording and then, when they want to make a claim, have an expectation that the policy will provide cover when it's never stated it would. For example, the policy states (and as far as I'm aware, ours is the only one that does) that it will meet the costs of replacing and couriering medication (if necessary) if it is lost or stolen - not in any other circumstance. This is specifically one of the points about which I am in dialogue with the insurers, via the underwriters - please see the point about medication below. I do understand that having medication is incredibly important and that it is frustrating to be told this situation is not met by the policy. 

Having worked in the HIV field for over 20 years and developed this policy myself, please be assured that I will help in this unique situation as much as I possibly can. 

If you are in the UK, airlines that cancel flights are offering refunds or re-scheduling flights.

If you have booked a single trip policy with us (before the volcano errupted) we will be happy to change the dates on your policy to re-scheduled trip dates or refund the premium to you.

If you are unable to return to the UK, EU airlines have a legal reposibilty to provide you with food and accommodation. Unfortunately non EU airlines might not agree to do so. If you have paid by credit card, it could be worth contacting your credit card company.

If your policy expires while you're out of the UK and unable to return,  your policy will automatically be extended up to a further 31 days at no cost to you. This ensures that areas of cover that were included in the policy from the outset will continue to be covered.

If you are running short of medication obviously, the first thing to do is to try to obtain more from a doctor or hospital where you are. Please keep the receipts of any expenses you incur and contact me when you get back in the UK. If it's not possible to obtain medication where you are, find out if it's possible to get your doctor/hospital in the UK to parcel up a new batch of medication for you. If you can get it couriered to you (if there's is a gap in the sky) then keep the receipt for that expense. Other than that, I honestly don't know what to suggest. If anyone has a good idea, let me know and I'll post it here.

I have been in touch with the underwriter about claims for needing new medication and their response is that they would look to take a reasonable approach. It appears that they expect that people would take away an adequate amount of medication, including a contingency for some delay. When you're back in the UK, contact the claims handling company (0845 643 2629) and submit with your expenses receipts.

Kevin Waite