Travel insurance – FAQ

Below is a list of our most frequently asked questions.

We hope that you will be able to find the answer to your question here. If you can’t find the informationyou are looking for simply contact us using our onlineenquiry form

Can I contact OUL Direct by telephone?

OUL Direct is dedicated to keeping your insurance costs to a minimum.

You can only buy insurance from OUL Direct online, as we don’t operate any call centres. The savings we make by keeping lean and mean are passed on to you by way of cheaper premiums, with the added benefit that you don'thave to waste valuable time listening to background music whilst waiting in telephone queues!

All policy documents are sent to you electronically by e-mail, saving on our postal costs, so that again we can pass these savings on to you.

We deal with all of your queries by e-mail, you e-mail us with your query or question and we aim to respond within 24 hours for queries received Monday to Thursday and by midnight Monday for queries received Friday to Sunday.

When and how will I receive my Policy Documents from OUL Direct?

Your policy documents will be e-mailed to you once you have completed your purchase. They usually arrive in your Inbox within a few minutes, but at busy times you should allow up to 24 hours.

TIP - if you haven't received your policy documents within 24 hours - check your Junk Mailbox -there is a chance that your junk mail filters may have inadvertently sent these important documents to JunkMail.This doesn't happen very often but it can happen!

I do not live in the UK and/or I am not a resident of the UK - can I get cover with OUL Direct?

No. OUL Direct can only cover residents of the United Kingdom.

I have a pre-existing medical condition. Will this be covered under my OUL Direct Travel Policy?

Our policies exclude pre-existing or re-occurring medical conditions. You should also be aware that this also applies to pre-existing conditions of close relatives or business associates on whom your travel plans depend.

We have partnered with specialist travel insurance provide goodtogoinsurance.com to provide cover for medical conditions. If you have a medical condition that’s needs covering, visit goodtogoinsurance.com

Travel insurance cover for medical conditions from Goodtogoinsurance.com

What if I want to cancel my travel insurance policy?

If you change your mind or your travel plans change and so long as you have not travelled or made a claim, youhavea 14 day period from when you take out the policy to cancel the policy and obtain a full refund.

Do I need to take my travel insurance policy with me when I travel?

Yes, definitely, absolutely.

Your policy contains critical information on things like what to do in the case of a medical emergency abroad,it gives you the full details on what you are covered for and what you are not covered for.

How do I make an amendment to a Policy I have already purchased?

If you wish to make an amendment to your policy email OUL Direct at help@ouldirect.com,confirming that you wish to amend your policy and provide the following information (remember amendments made to the policy after 14 days are subject to a £10 administration charge):

  •  Policy Number
  •  Date you purchased the policy
  • The amendments you wish to make

Remember, we aim to respond within 24 hours for queries received Monday to Thursday and by midnight Monday forqueries received Friday to Sunday.

Annual Multi Trip Policies - Can couples travel independently?

Yes

Annual Multi Trip Policies - Can children travel independently?

No. Children must always be accompanied by an insured adult.

Annual Multi Trip Policies - How many days can each trip be and is there a maximum number oftrips/days I can take in a year?

Each trip must be for a maximum of 31 days, but there is no limit on the number of trips you can take.

Annual Multi Trip Policies - What is the number of days winter sports covered when I have purchasedan annual policy including winter sports?

You are covered for winter sporting holidays up to a maximum of 17 days during the period of the insurance.

Am I covered when I am pregnant?

Travelling When Pregnant - Pregnancy is not a medical condition, so you are able to travel until you are quite late into your pregnancy.  Our policies include emergency medical expenses cover for pregnancy and childbirth from week 0 to week 28 inclusive for a single pregnancy, 0 to week 24 inclusive for a multiple pregnancy whilst you are away.

From the start of week 29 to week 40 for a single pregnancy, or 25-40 for a multiple pregnancy, there is no cover for claims relating to normal pregnancy and normal childbirth or cancellation, however, medical expenses and cancellation cover will be provided if any of the following complications arise: Toxaemia, Gestational hypertension, Ectopic pregnancy, Post-partum haemorrhage, Pre-eclampsia, Molar pregnancy or hydatidiform mole, Retained placenta membrane, Placental abruption, Hyperemesis gravidarum, Placenta praevia, Stillbirth, Miscarriage, Emergency Caesarean, A termination needed for medical reasons, Premature birth more than 12 weeks (or 16 weeks if you know you are having more than one baby) before the expected delivery date.

Please note we will not cover denial of boarding by your carrier so you should check that you will be able to travel with the carrier/airline in advance.

It is essential, if at the time of booking your trip you are aware that you are pregnant, that you ensure that you are able to have the required vaccinations for that trip; no cover will be provided for cancellation in the event that, after booking you discover travel is advised against, or you are unable to receive the appropriate and required vaccinations for that country.  

Please make sure your Medical Practitioner and Midwife are aware of your travel plans, and that there are no known complications and you are fit to undertake the planned trip.