Travel FAQ

All you need to know about cover for COVID-19 under the Atlas Travelpak policy.

The following Frequently Asked Questions (FAQs) will guide you on how COVID-19 cover applies under the Travelpak policy. Please read the full policy wording and schedule to ensure that you have chosen the cover that meets your needs.

COVID-19 cover applies under the following sections:

  • Cancellation or Abandonment,
  • Emergency Medical Expenses and Hospital benefit, and
  • Missed departure.

Please do note that at the time you purchase the policy:

  • you must not already be suffering from symptoms of Coronavirus; or
  • you have not received a positive test result in the 21 days before you purchase the policy; or
  • you are not currently waiting for a test result.

Please also note that at the time you purchase the policy, you were not aware that any travelling companions, close relatives and persons you are staying with when abroad:

  • were already suffering from symptoms of Coronavirus; or
  • have received a positive test result in the 21 days before you purchase the policy; or
  • are currently waiting for a test result

Please note that COVID-19 tests should be medically approved (excluding self-administered tests)

Please also remember that only non-refundable expenses will be paid

COVID-19 Travel Insurance
Frequent Questions

When COVID-19 cover applies

Will I have COVID-19 cover in any country where I am travelling?
Yes! Cover will automatically be provided within the area you have chosen, i.e. either Europe or Worldwide.
Will I be covered if I am forced to quarantine due to a COVID-19 case on a plane or bus on which I was travelling?
Yes! You will also be covered under Section B for reasonable additional travelling expenses including half board accommodation if you are forced to quarantine abroad by a medical or governmental authority due the possibility of you or your close relatives travelling with you, or your travelling companion sharing your accommodation, having been in contact with someone who has tested positive for COVID-19. The maximum we will pay for this additional benefit will be:
  • €300 for additional expenses you make to return to Malta, as well as
  • up to €50 per day with a limit of €700 for additional accommodation expenses.
  • Can I claim my cancellation expenses if I get COVID-19 before I am due to travel?
    Yes! You can claim as you will be covered under Section A for Cancellation provided that you test positive in the fourteen days before you travel or are hospitalised due to COVID-19 in the 21 days before you travel.
    Will I be covered if I am denied boarding because I am told that I am showing symptoms of COVID-19?
    Yes! You will be covered under Section A for cancellation or abandonment subject to a positive COVID-19 test in the 24 hours after you have been denied boarding.
    Will I be covered if I’m awaiting a test result and this does not arrive in time before I board the plane or boat?
    Yes! If you have allowed enough time for the test result to be normally received by you and this is unexpectedly delayed, you will be covered for your missed departure under Section I. You will still need to arrive at the departure point in time to board though.
    Can I claim my cancellation expenses if:
    - a close relative* of mine; or
    - my travelling companion; or
    - my host abroad
    contracts COVID-19?
    Yes! You can claim as you will be covered under Section A for cancellation provided that they test positive in the 14 days before you are due to travel or if any of them are hospitalised due to COVID-19 in the 21 days before you are due to travel. *Please note close relatives referred to in the policy can only be the following: mother, father, sister, brother, wife, husband, daughter, son, grandparent, grandchild, parent-in-law, son-in-law, daughter-in-law, sister-in-law, brother-in-law, stepparent, stepchild, stepsister, stepbrother, foster child, aunt, uncle, cousin, nephew, niece, legal guardian, partner living with you or fiancé/fiancée.
    Will I be covered if I am forced to quarantine if I contract COVID-19 when I am abroad?
    Yes! If you are confined to your accommodation due to compulsory quarantine when you have tested positive for COVID-19, we will pay for:
    • • irrecoverable unused travel and accommodation costs;
    • • non-refundable costs in respect of unused excursions, etc.;
    • • non-refundable pre-paid charges including those for car hire which you have paid or are contracted to pay
    • This cover also applies if you are forced to quarantine if any of the close relatives travelling with you or travelling companions sharing your accommodation, test positive for COVID-19.

    Reasonable additional transport and half board accommodation expenses are also covered under the medical section of your policy if you must stay beyond your scheduled return date.

    Will I be covered for medical expenses and hospitalisation if I contract COVID-19 while I am abroad?
    Yes! All your medical and hospital expenses will be covered as well reasonable additional transport and half board accommodation expenses policy if you must stay beyond your scheduled return date. Should you be hospitalised, please remember to contact Global Response – our International Emergency Assistance providers for assistance. You might also be eligible to emergency medical treatment as an in-patient under the European Health Insurance Card or under the UK reciprocal health agreements.
    What COVID-19 test is required when I am making a claim?
    You will be required to produce a COVID-19 test which is medically approved such as a PCR test, however, self-administered COVID-19 tests are not acceptable.

    When COVID-19 cover does not apply

    What happens if Malta is put on lockdown and/or a travel ban imposed due to COVID-19 and I cannot travel?
    No. Unfortunately you will not be covered if this happens.
    What happens if any of the countries I am visiting are put on lockdown due to COVID-19 and I cannot travel back?
    No. Unfortunately you will not be covered if this happens. You could be assisted in returning to Malta and you may wish to contact the Maltese embassy in the country you are staying for guidance.
    What happens if I no longer wish to travel due to increasing COVID-19 cases in the countries I have planned to visit?
    No. Unfortunately you will not be covered if this happens.
    What happens if I no longer wish to travel due to imposed quarantine by the Government or relevant Authorities of one of the countries I am visiting, or the Maltese Authorities impose a quarantine on my return to Malta?
    No. Unfortunately you will not be covered if this happens.

    In such circumstances

    – We suggest you try to rearrange your trip.

    – You could possibly be entitled to a refund of your flights or marine service and accommodation costs but this always depends on the terms of your booking/purchase

    Travel Insurance
    Frequent Questions

    Damages & Claims

    What do I do if I have a medical emergency during my trip?
    Atlas has a 24 hour worldwide international medical rescue emergency service with Global Response. In the event of an illness or injury which requires you to go into hospital as an in-patient, please phone on +44 292 066 2438. You must always inform them that you are insured with Atlas Insurance PCC Limited in Malta and quote your Travel Policy Number. You must also notify our office in Malta of such claims on +356 2343 5381 or by email on [email protected]
    What should I do if I am not satisfied with the service I am given?
    With the best will in the world, concerns about some aspects of our service can occasionally arise. In such circumstances our staff have wide authority to settle problems and will do everything they can to help. This should be your first point of contact. For further information please refer to our complaints procedure.

    Insurance Cover

    When does my insurance cover start?
    Your cover starts once the policy is issued or 12 months prior to the start of the trip whichever is the later. This normally follows application, acceptance of application and payment of premium. Once cover starts you will be protected against some of the problems that may cause you to cancel a pre-booked holiday.
    If I buy a policy online, how do I know that the Policy went through OK?
    You will be sent an email to the email address you provided and in it you will be supplied with a Policy Reference Number (which is also quoted at the time your payment goes through during the purchase process) and if you like you can print out the policy schedule & document after payment has been effected, or save them electronically.
    I am going abroad on business, am I covered?
    The policy covers non-manual work in connection with a profession, business or trade, but any manual work carried out during a business trip is not covered.
    Will my valuables and electronics be covered if these are stolen or lost?
    Yes, they will be covered as part of your baggage, however, such items must not be left unattended at any time.  When not held by you, valuables (such as jewellery and watches) must always be deposited in a locked safe or safety deposit box.  Electronics such as mobiles, tablets and laptops can also be kept in your locked accommodation or a ‘left luggage facility’ when not held by you. Please note that we define unattended as not having the items in your full view and when you are not in a position to prevent such items being stolen. Here are a few examples when such items would not be covered by your policy: When
    • - forgotten and left behind on board a plane;
    • - left on the beach while you go swimming;
    • - left on a bus, train or taxi, including Uber taxis;
    • - left behind in a restaurant.
    Are there any limits applicable to valuables and electronics?
    Yes, items such as jewellery, watches, mobiles, tablets and mobile phones have a limit per item of €300 on the Budget option and €750 on the Standard and Premier options. There is also an overall limit on all items of €500 on the Budget option, €1,000 on the Standard option and €1,250 on the Premier option. Please do note that such items must never be left unattended.
    Am I covered for skiing or similar sports?
    You are not automatically covered for winter sports under our Travelpak Policy, however, there is a ‘Slalom Extension’ option available, which will cover you while skiing and for which you will have to pay an additional premium. Not all forms of winter sports are covered, though. See our Summary of Cover for more details.
    Is there a limit to the length of my holiday cover?
    Yes, the Travelpak cover limit for a single trip is 6 months duration. See also “When does my insurance cover start?”.
    Are one way trips covered?
    No. Travelpak only covers round trips starting and terminating in Malta.
    Can I get a refund on a policy?
    We will refund your premium if you find that the policy doesn't meet your requirements. In this case you have to return the policy booklet and schedule to us within 14 days. Your premium will be refunded in full provided no claim has been made on the policy. Document duty will, however, not be refunded.
    What about expeditions and extreme sports?
    The Policy will not cover you for boxing, bungee jumping, canoeing at grade 4 or above, caving or cave diving, canyoning, rock climbing or mountaineering requiring the use of guides or ropes, extreme sports of any kind, expeditions, quad-biking, gliding, gymnastics, hang gliding, high diving, horse riding in competitions, hot air ballooning (unless as part of an organised trip with a qualified pilot), hunting, jet skiing, karate, kayaking, martial arts, microlighting, parachuting, paragliding, parapenting, polo, pot holing, rafting, rugby, shark diving, sky diving, sky surfing, trekking in excess of 2,500 metres altitude, tubing, underwater activities requiring the use of artificial breathing apparatus (except scuba diving of less than 15 metres depth if suitably qualified or if supervised by a professional instructor) or wrestling.

    Hello I’m Daniela, a member of the Personal Insurance team.
    If you didn’t find the answer you were looking for you can speak to me or one of my colleagues.

    Our chat is open Monday to Friday: 8:30am to 6:15pm and Saturday: 8:30am – 13:00pm

    If closed kindly submit your question here.

    Do you need a claim form or to look at your policy?

    Find all Travel Insurance forms, documents and more info here or go to our Help and Support section.

    Do you need to make a claim or understand how to do so?

    Don’t worry just follow our Claiming step-by-step process and let us know about it. We’ll sort out things for you immediately.

    Useful Links

    Travel Advice