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. For those travelling several times a year, you may want to consider multi-trip cover.

It's important you take the time to review the relevant 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 relevant 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 relevant 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 relevant 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 a trip; and
• you have not made a claim under your policy and do not wish to make one; 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 relevant Policy Document for full details.

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

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

Your policy will not provide cover outside of the countries or regions 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.

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 relevant 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 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 account.
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Please read the full terms of our Avios Protect^® cover in the relevant Policy Document.

Do you offer annual multi-trip cover?

Wanda Plus is an annual multi-trip insurance with extra perks. It provides travellers with 5-Star Defaqto rated travel cover for multiple trips and a choice of maximum trip length of 31, 45 or 60 days over an entire policy year.

Wanda Plus also comes with additional benefits and perks like Flight Delay, Cancellation Flex, Gadget Pack, a 10GB global eSIM and much more. You can learn more about Wanda Plus and see the full details of what it includes here.

Eligibility, terms, conditions and exclusions apply, so please see the relevant Policy Documents and offer Ts&Cs.

What is the difference between single-trip and multi-trip travel insurance?

Single trip travel insurance covers one specific trip you are planning to make, whereas annual multi-trip travel insurance covers an unlimited number of trips you make over 12 months. For frequent travellers, multi-trip travel insurance can be a more convenient and cost effective way of providing peace of mind in-case things don’t go to plan.

Both single trip and multi-trip travel insurance can cover solo travellers, couples and families. If you are planning to engage in winter sports, or take a cruise, these options must be added to your policy otherwise you won’t have any cover.

Wanda by Avios provides both single-trip travel insurance and annual multi-trip travel insurance. We also have Wanda Plus, our annual multi-trip insurance packed with additional perks - only available via www.wanda.world.

Eligibility, terms, conditions and exclusions apply, so please see the relevant Policy Documents and offer Ts&Cs.

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How does the Cancellation Flex work?

Cancellation Flex is an additional benefit available with the Premier tier of Wanda Single Trip travel insurance, and our Wanda Plus annual multi-trip travel insurance.

With Cancellation Flex you have more coverable reasons to cancel your trip.

You can get up to 70% back on pre-paid, non-refundable costs if you have to cancel our trip for a reason not otherwise covered under the standard benefit under Section 3: Cancelling your trip.

For example:
• Unexpected work or personal commitments preventing travel
• Financial constraints making the trip unaffordable
• A change of mind about travelling

The most we will pay under this Cancellation Flex benefit is:
• £2,500 per policy with single-trip travel insurance;
• £2,500 per policy per claim, up to 2 claims per policy for Wanda Plus annual multi-trip travel insurance

This only applies to:
• travel costs that are paid for no more than 48 hours before you bought your policy or after you bought your policy;
• travel costs that are paid for at least 7 days before your trip start date; and
• trips that are cancelled at least 48 hours before your trip start date.

See the relevant policy document for full details on Cancellation Flex.

What is Wanda Plus, what does it include?

Wanda Plus is an annual multi-trip travel insurance product packed with additional perks. It provides travellers with 5-Star Defaqto rated travel cover for multiple trips, and a choice of maximum trip length of 31, 45 or 60 days over an entire calendar year.

It also comes with additional benefits and perks like Flight Delay, Cancellation Flex, Gadget Pack, a 10GB global eSIM and much more. You can learn more about Wanda Plus and see the full details of what it includes here.

Eligibility, terms, conditions and exclusions apply, so please see the relevant Policy Documents and offer Ts&Cs.

What level of travel cover is included in Wanda Plus?

Wanda Plus is an annual multi-trip travel insurance product packed with additional perks.

It includes our 5-Star Defaqto rated cover, with up to:
• £15,000,000 emergency medical and repatriation cover per trip
• £7,500 trip cancellation cover per trip
• £5,000 per year Cancellation Flex cover
• £2,000 per trip gadget cover with the Gadget Pack
• 500,000 Avios protected with Avios Protect™ and more!

You also have the option to chose:
• 31, 45 or 60 day maximum trip length
• £50, £100 or £150 policy excess
• Solo, couple or family cover
• Cover for many pre-existing conditions
• Additional cruise and snow cover

On top of this, you will also benefit from:
• 24/7 emergency assistance line
• Manage your policy online
• Make most claims online, anytime

Full details can be found in the Policy Document

What length of trip can I take with Wanda Plus?

Wanda Plus gives you the option to choose a maximum trip length of 31, 45 or 60 days, so you can select the right option for your travel plans. If you need to extend your trip beyond the maximum trip length you selected when purchasing a policy quote, you can request this by signing-in to the policy portal.

Full details can be found in the Policy Document

Who is covered under the family policy?

Traveling with your family? You can add cover for up to 2 adults and 6 children under the age of 18 under our family policy.

There are a few important things to keep in mind:
• The two adults need to be in a relationship (like a spouse or partner) and share the same address.
• At the time of travel, the children must be aged under 18 and in full-time education or living with you. By children, we mean your children, step-children, grandchildren, adopted children, foster children or ward.
• If you’re divorced or separated and your children live with you part-time, you’re still eligible for a family policy.

Full details can be found in the Policy Document

How does the Flight Delay work?

Our Flight Delay feature in the Premier tier of Wanda Single Trip travel insurance, and Wanda Plus annual multi-trip travel insurance enables you to get £25 per insured person if your registered flight is delayed by 2 hours or more.

Once you've registered a flight, our Flight Delay service will monitor your flight status and send you a link by email and SMS to receive your benefit directly into your chosen bank account if there is a qualifying delay.

To use this benefit, you must register your flight at least 24 hours before the scheduled departure time through your Flight Delay portal.

Coverage details:

Single Trip policy:
You can register up to 6 flights during your period of cover and claim up to a maximum of £100 per insured person, per policy.

Annual Multi-Trip policy:
You can register up to 30 flights during your period of cover and claim up to a maximum of £1,000, per policy.

Full details can be found in the Policy Document

How does the 10GB eSIM benefit work?

With Wanda Plus, you get an eSIM with a 10GB Global Data plan included from our partners, Roam by Avios.

This gives you 10GB of data to use in 195+ countries. Customers will receive instructions on how to install and activate their eSIM via email within 15 days of purchasing a Wanda Plus policy.

Like physical travel SIMs, an eSIM enables travellers to connect to mobile networks around the world, without the hassle of swapping out the physical SIM card. eSIMs can be switched on and off as needed, providing convenience and flexibility. Please note that customers generally need to have a network unlocked device to use an eSIM from a different carrier.

Many modern mobile phones support eSIM, including iPhone, Google Pixel, Samsung Galaxy, Huawei, Motorola, and Oppo phones. Most iPhone models after the iPhone 11 series, after the Galaxy S20 series, and after the Google Pixel 3 series are generally eSIM-compatible. See our guide to device compatibility at https://help.roamavios.co.uk/en/articles/2705922

If you go through your 10GB of data, you can seamlessly top-up or purchase a new plan at any time through our partners, Roam by Avios.

This benefit is only available for the main policy holder. Eligibility, terms and conditions apply.

How does the Avios Millionaire Draw work?

Each month, we run the Avios Millionaire draw for customers of Wanda Plus, with a range of prizes available to be drawn at random, including a grand prize of 1,000,000 Avios for a lucky customer.

It may take up to 15 days from purchasing Wanda Plus to receive your first entry into the draw.

We email customers each month with instructions on how to play and use their entry into the draw. Customers can participate at any point of their choosing during each calendar month they have an active Wanda Plus policy.

Customers must have an active Wanda Plus policy and have linked their British Airways Club account to participate in the Avios Millionaire Draw.

This benefit is only available for the main policy holder. Other eligibility criteria, terms and conditions apply.

How does the ClassPass membership work?

ClassPass is a monthly subscription service which provides access to the world's largest fitness and wellness platform. They partner with over 30,000 studios, gyms, spas, salons, and restaurants in cities all over the world to offer classes and services, like boxing, yoga, manicures, and facials, which customers can book on to using ClassPass credits.

Credits can even be used to book co-working spaces, grab a smoothie or a grain bowl, reserve a pickleball court, and more, all over the world!

Wanda Plus customers who are new to ClassPass get an extended 1 month trial of ClassPass included with their Wanda Plus annual mutli-trip travel policy. This includes 57 credits if you are residing in Greater London, or 30 credits if you reside in the rest of the UK.

If you are already a ClassPass member, you will get 15 bonus credits added to your account at your next renewal date if you upgrade your existing plan.

On purchasing a Wanda Plus policy, customers will be sent instructions within 15 days via email of how to claim their ClassPass benefit. Customers must sign up to ClassPass with the same email address used to purchase Wanda Plus.

This benefit is only available for the main policy holder. Terms and conditions apply.

How many Avios will I collect with Wanda Plus?

Customers can collect a 3000 Avios bonus when they purchase our Wanda Plus annual multi-trip cover, up to once per year.

To be eligible to collect Avios with your purchase, you will need to link your Wanda by Avios insurance policy with your British Airways Club account within 60 days using the link provided once a policy has been purchased.

This offer is only available for the main policy holder. See full terms and conditions.

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?

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 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 Club account.
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Please read the full terms of our Avios Protect^® cover in the relevant Policy Document.

How much Avios will I earn with Wanda by Avios?

Your Avios bonus offer depends on the type of cover you buy.

Customers can collect 20 Avios per £1 spent on our single trip travel insurance policies purchased through the Wanda.World website, up to a maximum of 1000 Avios per single trip insurance policy purchased. See the full terms and conditions.

With our Wanda Plus annual multi-trip policy purchased through the Wanda.World website, customers can get a bonus of 3000 Avios. See the full terms and conditions

In both cases, you need to keep your policy active for at least 14 days to be eligible.

The offer is only available to the main policyholder, and you need to link your Wanda by Avios insurance policy with your British Airways Club account within 60 days using the link provided once a policy has been purchased.

Other eligibility criteria, terms and conditions apply, so please make sure you read the relevant terms and conditions.

Who can I contact about issues with my Avios or British Airways Club account?

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

Who is Wanda by Avios?

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.

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.

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