Important information for Nationwide members

Important information for Nationwide FlexAccount and FlexPlus Travel Insurance customers

On 27th January the Foreign and Commonwealth Office (FCO) issued advice against all travel to the Hubei province of China in response to the Coronavirus outbreak. This was extended on 29th January to all but essential travel to mainland China.

In addition, the Chinese government have imposed restrictions on travel within the country and some airlines have suspended flights to and from mainland China. This has resulted in holidays and flights being cancelled.

We understand how frustrating and concerning this must be for many members – and we’re here to help. Advice from the Foreign and Commonwealth Office on what to do, including advice on returning from Hubei Province.

Getting a refund

  • If you have a trip (including stopovers) departing in the next 28 days to mainland China, or you are currently on a trip to the affected areas, you should contact your tour operator or airline directly to discuss alternative options or refund. 
  • If your trip departure date is more than 28 days from now you should continue to monitor the advice provided by the Foreign and commonwealth Office and speak to your travel provider to discuss your booking. 

For any of our members on holiday in the region or about to visit, who hold a FlexPlus Account or a FlexAccount with Travel Insurance (including a worldwide upgrade):  

  • If you have a FlexPlus or FlexAccount with travel insurance (including a worldwide upgrade) and booked your trip prior to the 29th January, you may be able to claim for cancellation and other costs. Please call the claims department on 0800 051 0154 (Note: claims for cancellation will only be considered if refunds are not possible from your tour operator).

In the first instance you should attempt to change or obtain a refund from your travel provider. If this is not possible and you hold either a FlexPlus Account or a FlexAccount with Travel Insurance (including a worldwide upgrade) then you can claim on your travel insurance for the affected part of your trip. In this instance you must provide evidence that you attempted to change or obtain a refund from your travel provider.

The FCO is working with the Chinese Authorities to allow British Nationals to leave the area. If a you are in the area and require assistance, you should call the FCO on 

  • 24/7 number +86 (0) 10 8529 6600or the FCO (+44) (0)207 008 1500
  • If you wish to change your plans or obtain a refund, please contact your travel provider.

If this is not possible and you hold either a FlexPlus Account or a FlexAccount with Travel Insurance (including a worldwide upgrade), then cover will be available.

If you hold either a FlexPlus Account, or a FlexAccount with Travel Insurance (including a worldwide upgrade), cover for Emergency Medical expenses are covered by your policy (subject to T&C’s). You must also ensure that you follow all advice provided by the World Health Organisation (WHO) and the National Travel Health Network and Centre (NaTHNaC).   

Members who are already on a cruise when they are informed of the port stop cancellation, who hold either a FlexPlus Account or a FlexAccount with Travel Insurance (including a worldwide upgrade) and have also purchased a cruise upgrade, will be eligible to claim.

However, if the cruise itinerary is changed prior to your departure then there is no cover under the cruise section of your policy. In this case you should contact the cruise company to seek reimbursement if you no longer wish to travel on that trip.