Customer Support | Wanda by Avios

Got questions? We’ve got you covered.

Why is it important to have travel insurance?

Travel insurance can provide financial protection against the unexpected costs when trips don't go as planned, based on the level of cover you choose with your travel insurance policy. Whether that is helping with the cost of canceling a trip, needing to cover emergency medical bills abroad, or helping with costs of lost luggage or stolen possessions - travel insurance can provide extra peace of mind.

When considering travel insurance, it is worth thinking about the total cost of your trip including flights, hotels and planned activities, as well as the value of the personal possessions you plan to take when assessing which level of cover best suits your needs.

It's important you take the time to review the Policy Document to see what you are covered for under our product and the terms and exclusions that apply.

Do I need to think about medical cover in Europe if I have a GHIC card?

If you are travelling to an EU country or Switzerland, a GHIC card can reduce the cost of medical expenses or make them free of charge, however it won’t fully cover you for medical treatment or repatriation back to the UK. It is generally adviced to ensure that you have sufficent travel insurance to cover any eventuallity when travelling to another country outside of the UK.

If you don't have an EHIC or it has expired, you can apply for a UK Global Health Insurance Card (GHIC) on the NHS website.

The UK has other reciprocal healthcare agreements in place with other countries and territories, too. Please check www.gov.uk to see whether the country you are travelling to has a reciprocal healthcare agreement in place and what the requirements are before you leave the UK.

If your medical costs are reduced through a reciprocal healthcare agreement, you will not need to pay the excess under Section 1: Emergency medical and repatriation expenses. For further information please see the Policy Document.

Can I purchase travel insurance if i'm already travelling?

Travel insurance must be purchased before you and any other travellers covered under your policy have started your trip. See the Policy Document for further details on eligibility.

How do I make changes to my travel insurance policy?

You can manage your policy and request changes to your policy online by signing-in to your Wanda by Avios account.

You must tell us as soon as possible about any changes that could affect your cover, including if:
• your travel destinations change outside of the countries listed on your Policy Schedule;
• your travel dates change;
• you are no longer a UK resident;
• you wish to add or remove an insured person or change their details;
• there are any changes to the health of you or any other insured persons (including any new or pre-existing medical conditions); or
• you wish to add any additional cover to your policy (for example, the Cruise Pack or Winter Sports Pack).

In certain circumstances, we will agree to you making changes to your policy.

Please see the specific terms in the Policy Document.

Can I get a refund if I cancel my travel insurance policy?

You have a 14-day cooling-off period once you buy your policy. If you decide that this policy is not right for you, you may cancel it within 14 days of purchasing your policy.

We will give you a full refund if you cancel within this cooling-off period, provided that:
• you have not started your trip; and
• you do not want to make a claim under your policy; and
• you do not want to exercise any other right under your policy. In that case, your policy will be cancelled from the date the policy was issued, which means it will be as if you had no cover at all.
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See the Policy Document for full details.

Are there any destinations I can't go to under this policy?

Your Policy Schedule will list the countries you chose to be covered in when you purchase your policy.

Your policy will not provide cover outside of the countries listed on your Policy Schedule, other than a country that you are stopping over in for less than 12 hours where you are not going to be leaving the airport. It is important that you tell us as soon as possible if there are changes to your travel destinations.

Before you make plans to travel or leave for your trip, please make sure you check the latest government advice for your destination at www.gov.uk/foreign-travel-advice. If there is a travel restriction or advisory notice for your destination, this may affect your cover depending on when you purchased your policy, and when you plan to leave for your trip. Please see the Policy Document for full details.

How do you protect my Avios?

With Avios Protect™, you may be covered for the reinstatement of Avios that you redeemed through ba.com or britishairways.com through your British Airways Executive Club account for any of the unused non-refundable prepaid expenses we cover under:
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- Section 2: Cancelling Your Trip
- Section 3: Cutting Your Trip Short
- Section 6: Travel Delay and Abandonment

If your claim is approved, we'll reinstate your Avios up to the policy limit for your cover level, provided the points are not reinstated by your travel provider or Avios Group (AGL) Ltd separately.

The Avios will be reinstated to your British Airways Executive Club account.
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Please read the full terms of our Avios Protect™ cover in the Policy Document.

How do I make a claim?

Find out how to start and manage your claim on our claims page.

What should I do in an emergency?

In the case of any emergency claim, please call our 24/7 emergency support line.

You can contact them on +44 (0) 1243 975 315.

Helpful information to have ready in the case of emergency:
• Your policy number
• Your best contact number
• The nature of your emergency

How can I track the progress of a claim?

Find out how to start and manage your claim on our claims page.

How do you protect my Avios?

How much Avios will I earn with Wanda by Avios?

Customers can collect 20 Avios per £1 spent on Wanda by Avios single trip travel insurance policies, up to a maximum of 1000 Avios per insurance policy purchased.

To be eligible to collect Avios with your purchase, you will need to link your Wanda by Avios insurance policy with your British Airways Executive Club account using the link provided once a policy has been purchased.

Please read the full terms and conditions which apply to the awarding of Avios here.

Who can I contact about issues with my Avios or BA Executive Club account?

If you are having any issues with your Avios or British Airways Executive Club account, you can find the relevant contact details and open hours on the British Airways Executive Club website

Who is Wanda by Avios?

How can I get in touch with you?

Find out the best way to contact us depending on what you need help on our Support Page.

How do I make a complaint?

Find out how you can contact us if something has gone wrong and you want to make a complaint on our Complaints Page.

Need some help?

In the case of emergencies call our 24/7 support line on +44 (0) 1243 975 315

If you have any questions about our claims process, policies or service, visit our support page

About our travel insurance

Wanda by Avios is arranged and administered by Open Insurance Services UK Limited, which is authorised and regulated by the Financial Conduct Authority (firm reference number: 988625) and registered in England and Wales (company number: 9365669). You can confirm this on the Financial Services Register at www.fca.org.uk/register. Wanda by Avios is a trading name of Avios Group (AGL) Limited, which is an Appointed Representative of Open Insurance Services UK Limited. Avios Group (AGL) Limited is registered in England and Wales (company number: 02260073) and is not part of the same corporate group as Open Insurance Services UK Limited.

Open Insurance Services UK Limited offers insurance products from a panel of insurers and uses the Wanda by Avios and Avios brands under licence from Avios Group (AGL) Limited.

¹Get 20 Avios for every £1 you spend on Wanda by Avios up to a maximum of 1,000 Avios. Applies to each policy you buy. To be eligible to earn Avios with your purchase, you must be a British Airways Executive Club member. Terms apply. For more detail on Avios and the British Airways Executive Club click here.

² Avios Protect: You may be covered for the reinstatement of Avios that you redeemed through ba.com or britishairways.com through your British Airways Executive Club account for any of the unused non-refundable prepaid expenses we cover under the 'Cancelling your trip', 'Cutting your trip short' or 'Travel delay and abandonment' sections of your Policy Document. Reinstatement only applies if the points are not reinstated by your travel provider or Avios Group (AGL) Ltd separately. For further details, please see your Policy Document.

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