Thomas Cook

This information is for residents of Helpdesk Global only.

As our underwriter recently changed, please select from the below:

For policies purchased after 02 December 2018


As your policy may vary depending on your country of residence, please select from the below.

  1.  For policy holders from all countries including Switzerland except the UK, Ireland, USA, Canada, Brazil, China, Philippines, Australia and New Zealand.

  2.   For policy holders from the European Economic Area (EEA), (excluding Switzerland)

Travel alert for policy holders from all countries including Switzerland except the UK, Ireland, USA, Canada, Brazil, China, Philippines, Australia and New Zealand

Important information

(Advice as at 11:30am AEST on Monday 23 September 2019)

Over the past few weeks, the financial viability of British travel operator Thomas Cook had become very uncertain. Thomas Cook UK Plc and associated UK entities have now entered Compulsory Liquidation and are now under the control of the Official Receiver.
 
This event is now widely reported in the media, and any policies that may offer cover for the risk of financial default of any nature will no longer offer cover for claims that arise from the company becoming insolvent or falling into administration for policies purchased after:

1:30am UTC/GMT on Monday 23 September 2019.

Note: Not all travel insurance policies issued by nib Travel Services (Australia) Pty Ltd offer cover for the risk of financial default. Please read your policy wording for full details of cover.
 

If your travel plans are affected:

  1. Contact your airline, cruise or tour operator to check if tourist services are affected.

  2. If you need to change your travel arrangements, contact your airline, cruise company or travel agent for assistance in the first instance. Refer to your policy wording for more details or contact our Customer Service Centre to discuss your plans before making any changes.

  3. In the event of a claim covered by your policy, you must do everything you can to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. If you intend to submit a claim, please complete the claim form and if you need help doing this, contact us.

    If you are already abroad you can find more information on this website here: https://thomascook.caa.co.uk/

For policy holders from the European Economic Area (EEA), (excluding Switzerland)

Important information

Over the past few weeks, the financial viability of British travel operator Thomas Cook had become very uncertain. Thomas Cook UK Plc and associated UK entities have now entered Compulsory Liquidation and are now under the control of the Official Receiver. Please check your policy documents and contact us if you have any questions.

 

For policies purchased before 2 December 2018
 

On 23rd September 2019, Thomas Cook has confirmed that all the UK companies in its group have ceased trading.
As a result, all holidays and flights provided by these companies have been cancelled and are no longer operating.
The Government and the Civil Aviation Authority are now working together to do everything they can to support passengers due to fly back to the UK with Thomas Cook between 23rd September 2019 and 6th October 2019. Depending on your location, this will be either on CAA-operated flights or by using existing flights with other airlines.
If you are already abroad you will find all the information you need about your arrangements to get home on the website below:
www.thomascook.caa.co.uk
 
Millstream Underwriting's advice to policyholders is:
 

  • If you are currently abroad and were flying back to the UK with Thomas Cook, the Civil Aviation Authority are providing new flights to return you to the UK. Depending on your location, this will be either on CAA-operated flights or by using existing flights with other airlines. The Civil Aviation Authority where possible are aiming for these to be as close as possible to your original return time and date. Different repatriation arrangements are being made for different locations, so please check your new flight back to the UK pages via the above website to find details of your new flight. In a small number of cases, passengers may be asked to book return flights on existing flights with other airlines and claim the cost of this back from the Civil Aviation Authority.  

  • If you booked directly with Thomas Cook Airlines and paid by credit card you may be protected under Section 75 of the Consumer Credit Act 1974 and should contact your card issuer for further information. Similarly, if you paid by debit or charge card you should contact your card issuer for advice as you may be able to make a claim under their charge back rules.

  • If you booked your ticket through an airline ticket agent, you should speak to the agent in the first instance especially if you are still abroad. They may have provided travel insurance that includes Scheduled Airline Failure Insurance (SAFI) or taken out their own SAFI cover which will enable them to refund or cover the cost of a new ticket to get you home if you are currently abroad.

  • If you did not book directly with Thomas Cook Airlines and purchased your tickets through an intermediary, you should contact your booking or travel agent in the first instance.

  • If your policy includes Scheduled Airline Failure Insurance (SAFI) or End Supplier Failure Insurance (ESFI) which will cover the Financial Failure of either the Airline or other End Supplier, you should contact International Passenger Protection Limited in order to make a claim, using the following details: 

IPP Consumer Claims at Cunningham Lindsey
 Oakleigh House
14‐15 Park Place
Cardiff
CF10 3DQ
Telephone: +44 (0)345 266 1872
Email: Insolvency‐claims@ipplondon.co.uk
Website: www.ipplondon.co.uk/claims.asp
Please note in the first instance you will be expected to refer to your Bank or Credit Card provider as outlined above. If you are unsuccessful then please obtain refusal confirmation as part of your claim.
 
If you have any questions surrounding policy cover and our approach to this event, please call us on 0330 660 0597

 

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Last Updated: Sep 24, 2019 08:59AM AEST