Coronavirus Advice For Dive Master Customers – Update

Coronavirus Advice For Dive Master Customers – Update 18th March 2020

Temporary Change to Dive Master Telephone Hours

Here at Dive Master we are trying to do our bit to help limit the outbreak of the Coronavirus Pandemic. With effect from the 18th March 2020 our staff will be largely working from home, during this period our telephone lines will be open 10am-3pm Monday to Friday. Our staff will also be monitoring and replying to emails outside of this period and we aim to maintain a 48 hour turnaround for all inquiries. As usual if your call relates to an emergency please contact the 24 hour emergency assistance number stated in your policy documents.

Sale of New Travel and IDEC policies suspended

Due to the impact Coronavirus (COVID-19) is having globally we regret that for the time being we are pausing the sale of our travel and dive accident insurance products.  This was an extremely difficult decision to make and we remain committed to supporting divers and the diving industry. This is only a temporary move given the current exceptional circumstances. We are monitoring the situation closely and will review and provide any update to our position in due course.

You should be aware that claims relating to COVID-19 will not be covered under policies bought after the 12th March, or for any trips booked after this date.

Existing Customers- FAQ’s

Policy Cancellations under Travel and IDEC

If you purchased your policy recently and are within your 14 day cooling off period you may be able to cancel your policy and obtain a refund. If you are outside of your 14 day cooling off period you can still cancel your policy but no refund will be applicable, this is in accordance with the cancellation conditions stated in your policy wording.

Cancellation claims

If you booked a trip to a destination and the UK Foreign and Commonwealth Office advice for the territory changes to “Advice against all travel” or “Advice against all but essential travel” after the trip is booked and insurance purchased:

 You may be able to claim under your policy if you meet the following criteria:

  • you bought your travel insurance and booked your holiday before the outbreak was a known event. For trips to China for instance, they must have purchased both before 23rd January 2020 and when the FCO made their initial advices not to travel to China.
  • You must have tried to reclaim any lost costs from your tour operator, travel or booking agent, accommodation and transport providers or bank and credit card provider, who will be able to provide you with specific advice on your travel plans, offer an alternative destination or offer refund of monies paid where the FCO have advised against all travel or all but essential travel to the region you were planning on travelling to.
  • Once you have checked and confirmed that you are unable to obtain compensation for all your lost or additional costs you should submit a claim for consideration
  • If you booked your Trip after the 12th of March there will be no cover for claims related to COVID-19 this is reflected in General Exclusion 3a of the policy conditions, “This insurance does not cover any claim arising if at the time of purchasing this insurance You or a travelling companion are aware of any circumstances which could be expected to give rise to a claim under this insurance.”  This has been clarified by the following endorsement to be issued to all Dive Master Travel and IDEC policies. Click here or see below.Your insurance policy does not cover any claim in any way caused by or resulting from:
    • any World Health Organisation (WHO) designated pandemic, including
    • Coronavirus disease (COVID-19)
    • any mutation or variation of Coronavirus disease (COVID-19)
    • Severe acute respiratory syndrome coronavirus 2 (SARS-CoV-2)
    • any mutation or variation of SARS-CoV-2
    • any fear or threat of any of the above

    All other terms and conditions remain unaltered

The DTW1991 claims line can be contacted on
Tel: 01623 683 585
Email: claims@ias-health.com

https://www.gov.uk/foreign-travel-advice

https://www.gov.uk/guidance/wuhan-novel-coronavirus-information-for-the-public