Notice On The Conflict Across The Middle East

We’re aware that the current situation in the Middle East and Eastern Mediterranean is concerning for many of our members.

The health, safety, and well-being of our clients, members, and colleagues remain our highest priority. To that end, we have implemented robust safety measures to protect our teams while ensuring uninterrupted and seamless service delivery.

We want to reassure you that William Russell remains fully operational, and our services continue as normal.

This is an evolving situation, and members are asked to refer to the British FCDO (Foreign Commonwealth & Development Office) website for the latest developments in the region in which they are based.

The FCDO service as a key reference as it is regularly updated and provides comprehensive, reliable information on global events and risks. It is widely recognised as a trusted source of guidance.

The information provided below details when you are directed to review the advice of the FCDO to assess your eligibility for cover.

International health insurance

How does the conflict affect our members with health insurance, including (where applicable) a Personal Accident Plan? 

All of our international health insurance and personal accident plans contain the following exclusion: 

“You are not covered for treatment arising directly, or indirectly from war, foreign enemy hostility, terrorism, rebellion, civil war, revolution, military coup, riot, strike, martial law, state of siege or attempted overthrow of government, unless you are an innocent bystander.” 

If you have a Personal Accident Plan and you travel to any Restricted Country or Region specifically stated on your certificate of insurance, or to any country or region that the British Commonwealth & Development Office (FCDO) has advised its citizens to leave, unless such travel has been previously advised to and agreed by us, no cover will be provided for death or disablement arising a directly or indirectly from any events set out in the exclusion above, even if you are an innocent bystander. 

What this means is that for any healthcare costs, our health insurance plans cover eligible medical treatment that directly or indirectly arises from war and terrorism and similar risks, if the member is an innocent bystander.  

What is an innocent bystander? 

Your plan agreement defines this as:  

“Someone who is not involved with, participating in or reporting on war, acts of foreign enemy hostilities (whether or not war is declared), civil war, rebellion, revolution, insurrection or military or usurped power, mutiny, riot, strike, martial law or state of siege, or attempted overthrow of government, or any acts of terrorism, or actively participating in operations countering any such activities.”

Simply put, an innocent bystander is someone who is not involved in, participating in, or supporting any kind of war, conflict, civil unrest, terrorism, or related military or anti-terrorism activities.  

On the Health Insurance and Personal Accident plans, are there any other exclusions or limitations I should be aware of? 

Yes, there are other exclusions on your plan you should be aware of, in particular we draw your attention to the following.

Are there any sub-limits or financial limitations applicable to war/terror-related claims? 

There are no sub-limits or financial limitations that are applicable to claims related to war/terror.  The coverage is subject to the limits of your plan. 

Do you take government travel advisories into account – for instance, if a member’s home country advises evacuation but the member chooses to stay? 

Yes, but only if you have a Personal Accident Plan. Please see the information above regarding the British Foreign, Commonwealth & Development Office. 

How does the conflict affect the accidental death benefit?

If you have the Gold Plan, your accidental death benefit excludes accidental death that directly or indirectly arises from war and terrorism and similar risks, even if the member is an innocent bystander. 

For death or disablement claims under our Personal Accident Plans directly or indirectly arising from war, terrorism and similar risks will only be covered provided the member has followed FCDO advice, even if the member is an innocent bystander.  

How does the conflict affect emergency medical evacuations? 

Evacuations by air may be difficult. That will also likely be true for most other types of evacuations. 

We’ll continue to provide cover according to the terms of our policies, but it may not be possible to organise medical evacuations for members in region.  

Does the policy include evacuation or repatriation from a conflict zone where this is not medically necessary? 

No, these types of evacuation or repatriation are outside the coverage of a health insurance plan. 

Can new members still purchase a Health insurance and Personal Accident policy? 

Yes, we’re operating as normal and this includes the purchase of new policies. 

Protection insurance – including life insurance, optional accident benefit and income protection insurance

How does the conflict affect our members with protection insurance (Income Protection & Life Insurance, and including our free Accidental Death Cover) 

All our life plans, income protection plans and accidental death cover contain the following exclusions: 

No benefit will be paid if your death, disablement, illness or injury relates to or arises directly or indirectly from: 

“War, terrorism, kidnap, murder, assault of any kind, or any other act of violence, sustained whilst you are in a country or region that the British Foreign, Commonwealth & Development Office (“FCDO”) has advised its citizens to leave, or has advised against all travel to, or has advised against all but essential travel to, due to security reasons (whether your presence in that country or region is permanent or temporary).” 

And 

“Your active participation in war, warlike activities or terrorist activities.“

The optional accidental death & permanent disablement benefit under our life insurance plans contains the following exclusion: 

“War, war like activities and terrorism, even as an innocent bystander. This includes war, warlike activities, military action, acts of foreign hostilities’ (Whether or not war is declared), civil war, rebellion, revolution, insurrection, usurped power, mutiny, riot, strike, martial law, state of siege, attempted overthrow of government, and any act of terrorism.”  

What this means is that claims arising as a direct or indirect result of war, war like activities or similar risks will be covered under our life insurance, income protection and free accidental death cover provided that our members follow FDCO advice and are not active participants.  

Claims arising as a direct or indirect result of war, war like activities or similar risks will not be covered under the optional accidental death & disablement benefit of our life insurance plans, regardless of whether or not you are an innocent bystander.  

On the protection plans, are there any other exclusions or limitations I should be aware of? 

Yes, there are other exclusions on your plan you should be aware of, in particular we draw your attention to the following exclusions which apply to both our life insurance plans and our income protection plans: 

“No benefit will be paid if your disablement, illness or injury relates to or arises directly or indirectly from your participation in an activity that is illegal in the country in which it is performed.” 

“Your gross negligence and deliberate exposure to exceptional danger (except in the attempt to save a human life).” 

Do you take government travel advisories into account — for instance, if a member’s home country advises evacuation but the member chooses to stay? 

Yes, for protection cover the exclusion for war, war like activities and similar risks applies when the British government has advised its citizens to leave, or has advised against all travel to, or has advised against all but essential travel. This condition applies regardless of the insured person’s nationality.   

This exclusion only applies if the British government recommends their citizens to leave. If this advice is issued, members have normally 28 days to leave the country that they are in. 

You are able to check the current FCDO guidance at Foreign Travel Advice – GOV.UK.

Are there any provisions, limits, or a maximum payable per event or in aggregate for a single event? 

For plans taken on an individual basis there are no provisions, limits, or a maximum payable per event. 

For cover taken by corporate groups there is a catastrophe limit.  This clause limits the maximum total benefit we will pay to that group as a result of a single event to US$6,000,000 or AED22,035,000.   

Does the policy include evacuation or repatriation from a conflict zone? 

No, these types of evacuation or repatriation are outside the coverage of a protection insurance plan. 

Can new members still purchase a protection insurance policy? 

Yes, we’re operating as normal and this includes the purchase of new policies.

Support services available to members

Our insurance policies for new and renewing members now include Elevate, a curated selection of complimentary services offering total support for your health, mind, well-being and safety.

Elevate gives members access to services like our online doctor, confidential counselling, travel security assistance and digital well-being support.

• Elevate your Health: With our virtual telemedicine app that lets you manage your health on the go, 24/7, from anywhere in the world.
• Elevate your Mind: With our wellness app that gives you access to confidential counselling that fits around your busy life.
• Elevate your Well-being: Build a happier, healthier, more resilient lifestyle and access exclusive discounts and prizes by hitting your health targets.
• Elevate your Safety: Stay one step ahead of global threats with our travel safety app that provides real-time alerts and practical guidance.

Note: Elevate Health and Elevate Mind services are only available to international health insurance members.

To further support our members, you can now also contact the 24/7 TELUS Health Community Crisis Support Line to provide immediate assistance. If you or someone you know needs emotional support or access to community resources, please encourage them to reach out: 
 
United States: 1-877-757-7587 
Australia: 1800 512 188 
Canada: 1-844-751-2133 
Ireland: 1800 817 227 
New Zealand: 1800 035 890 
United Kingdom: 0800 088 5339 

This service is available at no cost to anyone who needs it.

We’re here for our members

Our priority is to ensure continuity of service and clear communication.

We are monitoring developments closely and will continue to keep members informed as the situation evolves and further information becomes available.