You can find the answers to our most frequently asked questions below. We hope that any queries you have are answered below. If your question is not answered by our FAQs, simply visit the Contact page for more information about how to get in touch.
Travel insurance acts like private medical insurance whilst you are abroad, protecting you from the risk of large medical bills if you fall ill or have an accident. Therefore, in order to provide adequate cover, we need to have an accurate picture of your current health and medical history, which means that you need to declare all existing medical conditions.
An existing or pre-existing medical condition is any condition which would cause you to answer yes to one of the following questions, or a previous medical condition which still has an impact on your current health.
- Have you taken any prescription medication or received medical treatment in the last 2 years?
- Have you attended a medical practitioner’s surgery, hospital or clinic (outpatient or in-patient) in the last 2 years?
- Are you awaiting any medical treatment or investigation?
- Have you been diagnosed by a medical practitioner as suffering from a terminal illness?
If your health changes between purchasing your policy and your travel date you should notify us so that we can update your policy.
- Medical conditions which are controlled by medication, such as high cholesterol or high blood pressure must be declared.
- A medical condition from which you have recovered but have still had check-ups or follow-up appointments for in the last 2 years needs to be declared.
- Conditions for which you have been prescribed medication must be declared, even if you have decided not to take the medication.
To be properly covered by your travel insurance for Medical Expenses and Repatriation and Cancellation or Curtailment due to illness, you must declare all your existing medical conditions
You can declare your existing medical conditions to us when you buy travel insurance online or by phone. It will only take a few minutes and in most cases, we will be able to issue cover immediately.
You will need to tell us the name of your medical conditions and then answer a series of multiple choice questions, such as how your condition has been treated and whether you have had any unplanned hospital visits in the last year – we won’t need a doctor’s certificate or the names of your medication.
Yes you can both be covered on the same policy. We recommend that you and your travelling companions are all covered on the same travel insurance policy, regardless of whether they have any pre-existing medical conditions.
This means that your companions will also have cover if the holiday needs to be cancelled due to your existing medical condition. If you are all insured on different policies this may not be the case.
It’s important to buy your travel insurance as soon as you have booked your holiday so that you are covered for cancellation if you unable to travel.
Another good reason to buy travel insurance as soon as possible after booking your holiday is to ensure that you have travel insurance cover in place if a strike is called which could affect your trip.
In order to be covered under the Travel Delay and Abandonment section of your travel insurance, you must have booked your holiday and bought your insurance policy before a strike is announced. There have been several strikes in recent years and it is advisable to buy travel insurance over 65 cover immediately after you’ve booked your holiday.
You will receive an e-mail shortly with your policy documents attached for you to print off and keep for your records. If you do not receive an e-mail from us within 24 hours of purchasing online, please e-mail email@example.com
It is also worth checking your junk mail to make sure that it hasn’t been filtered by mistake.
We will send you a confirmation e-mail with your policy documentation attached. This will include the policy wording, Insurance Product Information Document and policy schedule.
Yes, your policy documents will contain critical information on what to do in an emergency – such as the number you need to call for emergency medical assistance. It also gives you the full details of what you’re covered for and what you’re not covered for.
Yes. We will send you an email with details of how to retrieve your quote.
You can contact us on 02030065711, Monday – Friday 9am – 5pm (excluding Bank Holidays).
You can pay for your travel insurance using all major debit or credit cards except for American Express and Diners Club.
Yes! We advise holidaymakers taking more than one trip in a year to consider an annual travel insurance policy. Not only could it save you money, but it’s also a lot less hassle and means you can arrange it at the beginning of each year and forget about it until your renewal date comes around.
Yes, we do. If you are just taking one trip this year, then our single trip travel insurance is the most suitable policy for you. You can choose optional extras such as winter sports cover, as well as golf and wedding cover as extra with our silver & gold single trip policies.
We can offer single trip travel insurance to people aged up to 75 years old. – If you are over 75, visit http://www.onyourwayinsurance.co.uk/senior-travel-insurance/
If you are retired or are taking a break from work or study and are planning to travel for a long period, we have the long stay travel insurance policy for you. The policy we will provide depends on the length of the trip you take. The maximum length of trip covered by our policies is as follows:
Single trip – 3 months Get a quote for single trip travel insurance
If you plan to visit one destination within the next 6 months
Backpackers – 12 months Get a quote for Backpacker Insurance
If your trip will include multiple destinations & you are under 45
Annual multi-trip – 31 days (45 days with Platinum cover) Get a quote for Annual Multi-Trip Travel Insurance
If you are taking more than one trip within a 12 month period
Up to 3 months. However, if you are planning to be away for longer than this, one of our backpacker’s policies would cover this up to 12 months.
As many times as you wish during your 12-month travel insurance policy period. With our silver and gold policies the maximum length of any one trip is 31 days, but for the platinum package this is extended to 45.
No, all children under 18 included within a family insurance policy are only covered when travelling with an adult insured under the same policy
Yes, holidays within the UK are covered. Please note for holidays within the UK, the limit for Medical and Repatriation cover is £1000 per person. This is because you will be able to obtain treatment free of charge from the NHS.
Non manual Business travel is included within all our travel insurance policies as standard, you can also extend the cover further for specific business purposes such as business equipment and money for an additional premium.
Winter sports cover is available on all our single trip and annual policies for a small additional premium. This will cover you for things such as, injury on the slopes, equipment, hired equipment, piste closure and delay due to avalanche.
Pregnancy is not a medical condition, so you are able to travel until you are quite late into your pregnancy. But our policies include emergency medical expenses cover for pregnancy and childbirth from week 0 to week 28 inclusive for a single pregnancy and 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: 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, Toxaemia, Gestational hypertension, Ectopic pregnancy, Post-partum haemorrhage, Pre-eclampsia, Molar pregnancy or hydatidiform mole, Retained placenta membrane, Placental abruption, Hyperemesis gravidarum, Placenta praevia.
Please note your policy will not cover denial of boarding by your airline 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 are able to have the required vaccinations for that trip. No cover will be provided for cancellation in the event that, you discover travel is advised against after booking, or you are unable to receive the appropriate and required vaccinations for that country. It is important you make sure your Medical Practitioner and Midwife are aware of your travel plans, and that there are no known complications/you are fit to undertake the planned trip.
You will need to check the terms of your car insurance before taking your own vehicle abroad as you may need to extend the cover. Our travel insurance policies would not cover for injury to a 3rd party, damage to the car or damage to a 3rd party’s vehicle in the event of an accident, but it would cover you for the costs associated with medical treatment you (as the policy holder) require. Please refer to your policy documentation for details.
You will need to make sure that your hire car insurance covers you for damage to the hire car and a third party’s car in the event of an accident. Onyourwayinsurance.co.uk travel insurance protects you against medical expenses as a result of an accident but please refer to the details of your policy before hiring a car abroad.
If you have booked a package holiday, it is likely your travel agent or tour operator will hold an ATOL licence.
ATOL is a financial protection scheme for holidaymakers. If an ATOL tour operator fails, the ATOL scheme ensures customers contracted with the ATOL holder for an air package or a flight, do not lose the money paid or are not stranded abroad. Therefore is not necessary for your travel insurance to provide this type of cover.
If you have booked your holiday independently we recommend you take our Scheduled Airline Failure cover which provides cover for the irrecoverable loss of deposit or charges as a result of the insolvency or financial failure of an airline or other company providing the following services associated with a holiday which has been booked independently and not part of a tour operator package.
Please refer to the policy documents for details of what would be covered in the event of a terrorist attack. Cover is available under the medical expenses and personal accident sections of the policies, for injuries caused by the terrorist act.
Your travel insurance may not cover you in a country that the Foreign and Commonwealth Office has advised you not to travel to. For advice on countries not to travel to, please see www.fco.gov.uk/travel and refer to your policy documents for the details of cover you have. It’s important to note that your policy won’t cover the cancellation of a trip that you feel disinclined to take, it will only cover you if you are advised against taking the trip and are unable to obtain a refund from your travel provider.
All our travel insurance policies offer cancellation cover, which means that if you had to cancel your holiday following an insured risk, you would be covered up to the limit shown on your policy.
If your travel plans change or you need to make any other amendments to your travel insurance policy, you have a 14-day period in which to do so free of charge. After the 14 days, all amendments will incur a £10 administration fee. Please see your policy documents for information on how to cancel or change your policy. You will need the following information;
Date policy purchased
Amendments you wish to make
No, this is not the case. If you have a pre-existing medical conditions, please visit http://www.onyourwayinsurance.co.uk/travel-insurance-with-medical-conditions/
By taking a travel insurance policy out with On Your Way Insurance, you are given the reassurance of access to our 24-hour emergency assistance line, who would be on hand 24-hours a day to help.
If you are unfortunate enough to need medical assistance abroad, you can call our 24-hour emergency assistance line – their number appears on the policy wording.
If you need emergency medical assistance whilst you are on your holiday, you will need call our 24-hour emergency assistance line, the phone number is on your policy documentation.
All other claims information will be on your policy documents.
The excess payable varies depending on the travel insurance policy that you decide to take out.
You can waive the excess on all our policies in return for a small additional premium. This means that in the event of a claim you would not pay the excess amount. The option to waiver the excess will be given to you during the quotation process.
In medical emergencies you need to call your dedicated medical emergency advice line which is available 24-hours a day, 365 days a year. The number is provided in your policy documentation.