New Travel Insurance Provider - FAQs

This page provides a list of common questions regarding the University's new travel insurance provider.

FAQs

The current travel insurance provider Aon has given the University an excellent service over the years. However, with the change of broker from Aon to AJ Gallagher, it is no longer possible to keep Aon as the travel insurance provider (the current travel policy is only available to Aon clients, so with the University no longer being an Aon client, the travel policy cannot be renewed.)  

The new provider, AIG, is competitive, is used widely across the Higher Education sector, and offers support from a major emergency assistance provider who is expected to be equivalent to the existing one. AIG have also agreed that the policy terms will match those of Aon for at least the next three years.  

The new AIG policy comes into effect on Friday 1 August – read on to find out more about how the transition will be managed.  

No, there will be no gap in coverage during the transition, and the level of cover provided by both insurance policies is the same.  

The University’s Travel Insurance policy covers anyone who travels for University business if they have applied and received approval for cover. Before 1 August, that will be provided by Aon and after that date by AIG.  

No, travellers (or administrators) do not need to do anything to activate the new policy as this will happen automatically.  

No, the policy coverage for travellers remains the same.  

If you have already booked travel under the Aon policy, there are different possible scenarios that may apply to you. See below: Travelling Scenarios: How this change affects you 

No, you will not receive a physical insurance card or certificate. If you departed before 1 August and return to Oxford after 1 August, then you will need to use the new emergency assistance contact details that are emailed to you on 31 July. For more detail about the various scenarios of how this change may affect you, see below.  

If you are currently travelling and returning before 1 August, and no incident has occurred, then you are covered by the existing Aon policy and no action is needed.  

If you are currently travelling and returning before 1 August and need to make an insurance claim, you are covered by the existing Aon policy. The date of the incident, not the date the claim was submitted, determines which policy applies. If the incident occurred before 1 August and you are unable to submit a claim until after that date, you will still be insured under the Aon policy that was in place at the time of the incident. Claims must be submitted within 28 days of the date of incident, irrespective of whether you are still on your University business trip at that stage.  

If you are currently travelling and returning after 1 August, and no claim or incident arises, then you will be covered by Aon’s existing policy up to the midnight on 31 July, and by AIG’s new policy from 1 August. No action is needed: your travel insurance cover will automatically transfer from one provider to the other and the level of cover and benefits remain the same.  

If you are currently travelling and returning after 1 August and need to report an incident or make a claim, please refer to the website in the first instance. If the incident happened before 1 August, you will be covered by Aon’s policy. If it happened on or after 1 August, it will be covered by AIG’s policy. This transition happens automatically, and the level of cover remains the same. 

EMERGENCY ASSISTANCE contact details change on 1 August, along with the change in provider. Visit the website for up-to-date emergency contact information: Travel Claims and Emergency Contact for details.  

If you have previously travelled and you have an outstanding claim with Aon, Aon will continue to manage your case until it is resolved. It will not be transferred to AIG.  

If you are planning travel that begins after 1 August, you may choose to apply for insurance now or after that date. If you apply before 1 August, please note that the Emergency Contact details will change with the new provider. Make sure to visit the website for the most current information, as the confirmation email may still include outdated details if requested before 1 August.  

If you apply on or after 1 August, the system will have been updated and your confirmation email will include the correct Emergency Assistance details.  

If you have previously travelled and returned without the need to make a claim, simply note that for any future trips, emergency contact information will have changed, and the University’s travel insurance will now be provided by AIG instead of Aon. 

To make a claim under either the Aon or AIG policy (depending on when the incident occurred), go to the Travel Insurance website and follow the instructions.  

In the event of a medical emergency abroad, you must follow the procedures as outlined on the Travel Insurance website. The contact details of the emergency assistance provider will change on 1 August, and the website has the correct information.  

Yes, you can still submit a claim as long as the incident happened before 1 August 2025 and you were covered by the University’s travel insurance policy at the time. You can then submit a claim via the website and the Insurance team within 28 days of the incident.  

Yes, you must request University Travel Insurance via the Travel Insurance system or your Departmental Travel Administrator before you depart. You are only covered by the University’s insurance policy if your request for cover has been approved by the University in line with its procedures. More information can be found on this website.  

20. Are there any documents or proof of insurance I need to carry while travelling?

Travellers are advised to print the Emergency contact and information sheet and the Confirmation and Summary of Cover. Please refer to the advice on the Travel Insurance website. 

21. Will the process for booking travel or getting approval change?

No, the same eligibility criteria applies as before.  

Travellers are advised to print the Emergency contact and information sheet and the Confirmation and Summary of Cover. Please refer to the advice on the Travel Insurance website. 

No, the same eligibility criteria applies as before.  

The most important message for staff is that the emergency assistance provider is changing. This means that anyone travelling will need to use new contact details from 1 August onwards, in case of emergency.  

Travellers who are away on University business on or after 1 August will receive an email directly from the University Insurance Team before the transition. This will include anyone who applied for and received travel insurance approval and a confirmation email before 1 August, but is travelling after that date. Their confirmation email will contain the Aon’s (old) emergency contact details, which will be replaced with AIG’s (new) contact details from 1 August onwards.  

Initially you should direct your queries to your Departmental Travel Administrator as there are very few changes related to the policy and the process. If there are any remaining queries, then they may contact the Insurance Team at insurance@admin.ox.ac.uk for further information.  

The process underpinning Travel Insurance at the University is not changing, so there is no need for further training or guidance. Travellers are asked to be aware that the provider is changing so that they can ensure they use the correct contact details in case of emergency, and the correct claim forms going forward.  

If travellers accidentally contact the previous insurance provider Aon after 1 August, the Aon representatives should direct them to the new contact details.  

Travellers are advised to download their documents, including the emergency assistance details and the Summary of cover from the website before their departure. However, as those details are changing on 1 August, it is advisable to access the website for the latest information. If there is an emergency, and you cannot access the information, then please contact your department who should be able to assist.  

Contact us

insurance@admin.ox.ac.uk