Policies issued from 11/07/2022:

Emergency Medical Assistance: You MUST contact Global Response on +44 (0)330 094 6544

Claims: submit a claim online at www.imglobal.com/member/assistance/claims or by contacting Global Response on 0330 094 6546

Policies issued between 17/01/2022 and 10/07/2022:

Emergency Medical Assistance: You MUST contact the Mayday Assistance on +44 (0)1273 071784

Claims: submit a claim online at www.reactiveclaims.com or by contacting Reactive Claims on 01420 259062

Complaints:

You have the right to expect the best possible service and support. If we have not delivered the service you expected, or you are concerned with the service provided, we would like the opportunity to put things right. The following will help us understand your concerns and give you a fair response.

If your complaint relates to the sale of the policy, please contact: Customer Service Manager on 01480 220 673 or write to: OK To Travel Limited. 58 Market Square, St Neots, Cambridgeshire. PE19 2AA.

If your complaint relates to a claim under your policy please contact: Reactive Claims, PO Box 353, Alton, GU34 9LE or email complaints@reactiveclaims.com

If you remain dissatisfied with the outcome and you do wish to complain please forward details of your complaint in the first instance, as follows:

Ask the Financial Ombudsman Service (FOS) to review YOUR case. Their address is Exchange Tower, Harbour Exchange Square, London, E14 9SR. For enquiries and consumer helpline telephone 0300 123 9123 from a mobile or 0800 023 4567 from a landline. Further information can be found at their website www.financial-ombudsman.org.uk. FOS can only consider complaints after YOU have received a final response from US.

This information is only applicable to policies issued prior to September 2021. Policy numbers beginning ISETI/OK.

Medical Assistance: +44 (0) 203 829 6684

Claims: visit www.policyholderclaims.co.uk or contact the claims dept on 0203 829 6761

Complaints:

It is our aim to give a high standard of service and to meet any claims covered by these policies honestly, fairly and promptly. There are, however, times when misunderstandings occur by both sides. If you do not feel that the matter has been dealt with to your satisfaction or you have some new evidence which we have not seen, please contact us in writing, explaining why you do not think our decision is correct.

• If your query is regarding the selling of your policy: Fred Chate on 01480 220 673 or write to: OK To Travel Limited. 58 Market Square, St Neots, Cambridgeshire. PE19 2AA.

• If you have any cause of complaint about our use of your personal data, please contact us using the methods listed at the top of this page and we will do our best to solve the problem for you. If we are unable to help, you also have the right to lodge a complaint with the Information Commissioner’s Office. Via Telephone: 0303 123 1113 or via Online Form: https://ico.org.uk/concerns/

• If your query is regarding policy cover, claims service or the emergency assistance service please contact: Customer Services Manager, 1 Tower View, Kings Hill, West Malling, Kent, ME19 4UY. Telephone 0203 829 6604.

If you remain dissatisfied with the outcome and you do wish to complain please forward details of your complaint in the first instance, as follows:

Ask the Financial Ombudsman Service (FOS) to review YOUR case. Their address is Exchange Tower, Harbour Exchange Square, London, E14 9SR. For enquiries and consumer helpline telephone 0300 123 9123 from a mobile or 0800 023 4567 from a landline. Further information can be found at their website www.financial-ombudsman.org.uk. FOS can only consider complaints after YOU have received a final response from US.