01223 446 920

Opening Hours
Monday - Friday 9am - 2pm
Closed Weekends & Bank Holidays

Medical Travel Insurance cover

all types of medical conditions

Frequently Asked Questions


The following frequently asked questions are only applicable to OK To Travel policies purchased from October 2021, policy numbers beginning OKEIG. If you purchased your policy prior to this date, please see your policy wording for full details of the cover provided.


If you test positive for COVID-19 whilst travelling and require emergency or necessary medical treatment, this will be covered by your OK To Travel insurance policy providing you did not travel against the advice of the Foreign, Commonwealth & Development Office or Government.

Customers should be aware that our policies are travel insurance policies and not private medical insurance meaning that there is no cover for any medical expenses incurred in private medical facilities if we have confirmed that medically capable public facilities are available.

Our policies will provide cover for repatriation (bringing you home) that is medically necessary. Our assistance team will liaise with your treating doctor(s) about your treatment plan and if required obtain a ‘fit to fly’ certificate. We also liaise with you and advise on, and put in place, suitable repatriation plans to get you home as soon as it is medically safe to do so in order to achieve your optimal recovery.

Premier, Premier Extra and Premier Plus policies provide cancellation cover if you, your travel companion, or any person you have arranged to stay with during your trip receives a diagnosis of coronavirus within 14 days of the start of your trip or in the case of being admitted to hospital due to coronavirus within 28 days of the start date of your trip. There is no cancellation cover on our Standard level of cover.

There is no cover under our policies for cancellation, abandonment or curtailment claims if the Foreign, Commonwealth & Development Office (FCDO) advises you not to travel, for example where the FCDO advise against all but essential travel to an area affected by Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2) or any mutation of Coronavirus, COVID-19 or SARs-COV-2

If the FCDO has advised against all or all but essential travel, you should contact your travel provider. In this situation they have an obligation to provide you with a full refund or alternative holiday. If you are not due to travel for a few months your tour operator may choose to wait to see if anything changes before offering you a refund or alternative arrangements.

None of our policies will provide cover for travel to a country or destination where the Foreign, Commonwealth & Development Office are advising against all or all but essential travel. If you have an essential reason for travel please contact us in the first instance to discuss your requirements.

All travellers should check the latest FCDO travel advice for their chosen destination at gov.uk prior to purchasing insurance or travelling. There will be no cover under this policy if you travel to a country or area where the Foreign, Commonwealth & Development Office (FCDO) or government are advising against all or all but essential travel. There is no cancellation cover if you are unable to travel due to the FCDO or government advising against all or all but essential travel.

Please visit Contact Us or view your policy wording to find the contact details applicable to your cover.

If you are still within the 14-day cooling off period, a full refund will apply subject to no claims on the policy. In the event that your trip is cancelled outside of your policy cooling off period, subject to no claims being made, we may be able to move your insurance to alternative dates/destination. Please contact us to discuss your requirements.

You can buy your travel insurance online using our quick and easy quote facility. Alternatively, call us on 01223 446 920 and one of our Travel Insurance Agents will be happy to help arrange a policy that meets your travel requirements.

We do not have any age restrictions for single trips up to 92 days or on annual multi-trip policies. For single trips lasting more than 92 days we have an age limit of 75 with an upper duration limit of 184 days. (Children under the age of 18 must be insured with an adult).

We cover you from the time you start your trip right up until the day you return back to the UK, (except for cancellation cover which starts when you buy the policy and ends when you start your trip).

Our quotes are saved for 30 days. If you get a quote online, simply revisit our website and click the 'Retrieve' quote tab on our home page. Enter your email address and quote reference number. If you get a quote over the telephone, you will be given a unique reference number which you can quote when calling us back.

We can only provide cover to permanent UK residents. If you have been living in the UK for less than 6 months, you may be able to find cover with It’s So Easy Travel Insurance. Click here to learn more.

It may be possible to extend your policy once you are away but only up to the maximum trip duration of 184 days (75 and under) or 92 days (over 75s) for single trips and 31 days for annual multi-trips, providing your insurance has not already expired. We cannot issue a new policy after you've started the trip. If you want extended cover, please call us quoting your policy number so we can look into this for you.

We accept all major debit and credit cards except American Express.

Children under 18 must have at least one named adult on the policy. The child is covered providing he or she is travelling with at least one of these adults.

Yes. We encrypt your personal data to ensure no one else can read them. We store personal data in keeping with the Data Protection Act 1988.

We provide a 14 day cooling off period from the date of receipt of your policy documents. If you contact us during this period, you are entitled to a full refund provided you have not travelled or made any claims against the policy. If you are outside of the 14 day cooling off period, please contact us to discuss your options.

If you buy your policy online, your documents will be available immediately to download, save and print. We will also send a copy to the email address you provided. If you buy your policy over the telephone, we will ask for an email address or give you the option to receive your documents in the post. If you have any problems retrieving your documents, please call us.

Winter sports are not covered as standard. You can pay an additional premium to include cover during our quote journey (up to the age of 65).

We have a single activity pack, all of which are covered as standard at no additional premium. Click here to view the full list or call us to discuss your requirements.

We offer four cover level with cancellation ranging from £0 (Standard) to £5,000 (Premier Plus) per insured.

We do not need the names of the medication or the dosage, only the condition that the medication is prescribed to treat or prevent.

We will send you a renewal letter in the post to let you know that your annual travel insurance is about to expire. You can then get a new quote either online or over the phone.

If you need to amend your policy because you have noticed a problem or error with your documents, want to amend the name of an insured person, add a new person to the policy, purchase an additional cover option or tell us about a change in your health or medication, please contact us by telephone so we can update our records and arrange to send your amended documentation by post or email.

All adults insured on the policy are covered when travelling together or independently. Children are not covered to travel separately from the insured adult.

We offer single trip policies up to 184 days duration and annual multi-trips cover for 365 days with a maximum duration of 31 days per trip. Available durations may vary depending on age, please see our policy wording to find out more.

We aim to cover mental health conditions from mild depression right through to bipolar disorder or schizophrenia. Our quotes are subject to a medical screening. If you have a complex medical history, you may find it reassuring to arrange your insurance with one of our medically aware call agents.

You need to declare any condition that falls into our medical declaration, even if this is well controlled.

Yes, any change to your health or medication that occurs before your departure date needs to be declared to us so we can review your cover.

We’ll consider cover for people while they are receiving medical treatment including chemotherapy. We base all our quotes on individual circumstances. However, we cannot cover the actual cost of any on-going treatment that you know you will require during the trip, such as dialysis or the cost of chemotherapy treatment itself. When getting a quote answer the medical screening questions as of today.

We can't cover undiagnosed conditions because we're not certain what we are offering cover for.

Our policies cover you for the cost of replacing medication that is lost or stolen up to the limit shown in your policy wording. Simply call our medical assistance team to get help.

The excess payable in the event of a claim will vary depending on the level of cover you’ve selected. Please view our benefits summary or if you’ve already purchased a policy, see the summary of cover in your policy wording.