Claims was very straightforward and responsive, thank you

I spoke with Ok To Travel several times to obtain my quote as I had to check some medical information. They were very detailed and made sure I got everything right. Staff were courteous and very understanding of complex medical needs. Top service

Exceptionally poor turn around times. A call centre that never picks up the phone. E mails go unanswered.. now trying to get out of paying for a straight forward claim.. I give up. Do not use them

We used OK to Travel as my husband has COPD and they appeared to provide cover for those with pre-existing medical conditions. On holiday in the Azores my husband fell and fractured his hip, nothing to do with the COPD, so I contacted the insurance company by email as I was unable to dial out on my mobile. I had a reply telling me to phone a specific number, but I had difficulty telephoning the UK from the Azores on my mobile but was able to receive calls and was available on email.  I informed them by email of the communication problem and my daughter followed up from within the UK to further emphasise the problem.  The hospital advised me to get my husband back to the UK rather than have the operation there.  This was followed up with an email from my daughter providing the medical report from the hospital My daughter continued to contact them to see if they had any information for us, but after 8 hrs of having no direct contact with the insurance company myself, and my daughter being told that they had other cases that day and could not deal with it at that time, at 5 pm she rang me to see if I had heard anything, which I had not, and with no information from the company I proceeded to make my own arrangements and got myself and my husband home with the help of my travel company Sunville, who were truly excellent.   After I had arranged the flights and arrangements within the UK, my daughter phoned OK to Travel to say that I was flying home the following morning and was advised at that time that we should not fly without assessment.  As we couldn’t continue to stay in the hotel and the hospital consultant had told us to fly home, we proceeded with our own arrangements to fly home the next day. My husband was operated on the following morning after arriving in the UK, 4 days after accident. As I had not got approval to fly from the insurance company I had to meet all the additional costs myself. Everyone was wonderful apart from OK to Travel who really let me down when I needed support.  Just some advice as to possible courses of action would have been helpful. My daughter emailed OK to travel after the operation to confirm that we were home and the operation had been carried out successfully, and we were then forwarded the claim forms attached to a very curt email.  She then had a further email from the claims manager to say they were sorry to hear of our dissatisfaction, and to forward our concerns with the claim forms. I was so disillusioned by this time that I couldn’t face any battles over the claim so decided not to progress any further. I believe this to be a true and accurate description of events.  We used OK to Travel as my husband has COPD and they appeared to provide cover for those with pre-existing medical conditions. On holiday in the Azores my husband fell and fractured his hip, nothing to do with the COPD, so I contacted the insurance company by email as I was unable to dial out on my mobile. I had a reply telling me to phone a specific number, but I had difficulty telephoning the UK from the Azores on my mobile but was able to receive calls and was available on email.  I informed them by email of the communication problem and my daughter followed up from within the UK to further emphasise the problem.  The hospital advised me to get my husband back to the UK rather than have the operation there.  This was followed up with an email from my daughter providing the medical report from the hospital My daughter continued to contact them to see if they had any information for us, but after 8 hrs of having no direct contact with the insurance company myself, and my daughter being told that they had other cases that day and could not deal with it at that time, at 5 pm she rang me to see if I had heard anything, which I had not, and with no information from the company I proceeded to make my own arrangements and got myself and my husband home with the help of my travel company Sunville, who were truly excellent.   After I had arranged the flights and arrangements within the UK, my daughter phoned OK to Travel to say that I was flying home the following morning and was advised at that time that we should not fly without assessment.  As we couldn’t continue to stay in the hotel and the hospital consultant had told us to fly home, we proceeded with our own arrangements to fly home the next day. My husband was operated on the following morning after arriving in the UK, 4 days after accident. As I had not got approval to fly from the insurance company I had to meet all the additional costs myself. Everyone was wonderful apart from OK to Travel who really let me down when I needed support.  Just some advice as to possible courses of action would have been helpful. My daughter emailed OK to travel after the operation to confirm that we were home and the operation had been carried out successfully, and we were then forwarded the claim forms attached to a very curt email.  She then had a further email from the claims manager to say they were sorry to hear of our dissatisfaction, and to forward our concerns with the claim forms. I was so disillusioned by this time that I couldn’t face any battles over the claim so decided not to progress any further. I believe this to be a true and accurate description of events.