Travel insurance FAQs

The answers you need.

Got questions about travel insurance? You’re in the right place.

We’ve pulled together the answers to the questions people ask us most often about cover, claims, emergencies, age limits, cruises and more. 

Quick links

• Travel insurance basics
• Choosing the right cover
• Medical cover and pre-existing conditions
• Claims and emergencies
• Cruises and travel support
• Changes, cancellations and refunds
• Contact and further support

Travel insurance basics

What is travel insurance?

Travel insurance helps protect you financially if something unexpected affects your trip, such as cancellation, medical treatment abroad, lost baggage, or travel delays.

Why do I need travel insurance?

Travel insurance can help cover costs that would otherwise come out of your own pocket if something goes wrong before or during your trip.

What can OGSure travel insurance cover?

Depending on your policy, cover can include cancellation, emergency medical expenses abroad, medical evacuation, repatriation, baggage, delays, and more.

What is not covered by travel insurance?

Travel insurance does not cover every situation. Exclusions can apply, so it is important to read your policy documents carefully before you travel.

Is travel insurance the same as private medical insurance?

No. Travel insurance is designed for unexpected problems while travelling. It is not the same as private medical insurance.

Choosing the right cover

What is the difference between single-trip and annual multi-trip insurance?

Single-trip insurance covers one trip. Annual multi-trip insurance covers multiple trips within the policy year.

How do I know which policy is right for me?

If you only travel once or twice, single-trip cover may suit you best. If you travel several times a year, annual cover may be more convenient.

How long can each trip be?

Annual multi-trip cover allows trips of up to 90 days. For travellers over 75, the maximum trip length is 60 days.

Is there an age limit for cover?

Yes. Single-trip cover is available up to age 84. Annual multi-trip cover is available up to age 79.

Can I get cover if I am over 80?

Yes, you may still be able to get single-trip cover if you are aged 80 to 84.

Medical cover and pre-existing conditions

Are pre-existing medical conditions covered?

Pre-existing medical conditions are not covered unless they have been accepted in writing.

What is a pre-existing medical condition?

A pre-existing medical condition is usually any illness, injury, condition, or symptom you already knew about, or for which you received treatment, medication, advice, or diagnosis before taking out the policy.

What if my health changes after I buy my policy?

If your health changes before you travel, you should tell us as soon as possible. Your cover may be affected if the change is not disclosed.

Does OGSure cover medical emergencies abroad?

Yes, subject to the terms of your policy. Emergency medical cover can include treatment abroad, evacuation, and repatriation where appropriate.

Will the hospital be paid directly?

In many cases involving hospital admission, direct payment can be arranged so you do not have to pay large medical bills yourself.

Claims and emergencies

What should I do if I have a medical emergency abroad?

Get urgent local help first, then contact the Emergency Assistance team as soon as possible.

When do I need to contact the Emergency Assistance team?

You should contact the Emergency Assistance team if you need inpatient treatment, hospital admission, an MRI or CT scan, medical evacuation, or repatriation.

What if I cannot contact the Emergency Assistance team immediately?

If you cannot contact them yourself, someone acting on your behalf should do so as soon as possible.

How do I make a claim?

To make a claim, contact the claims team and provide your policy details along with any supporting documents.

What documents do I need for a claim?

This depends on the type of claim, but you may need receipts, invoices, medical reports, police reports, booking confirmations, or cancellation documents.

Is there a time limit for making a claim?

Yes. Claims should be reported as soon as possible after the incident and within the required time limits shown in your policy documents.

Cruises and travel support

Do you cover cruises?

Yes. OGSure can cover cruise holidays, depending on the policy you buy and the circumstances of your claim.

Is cruise ship evacuation covered?

Yes. Cruise ship evacuation cover is included, subject to the policy terms and conditions.

Do you offer emergency help while I am travelling?

Yes. Emergency assistance is available 24 hours a day, 365 days a year.

Changes, cancellations and refunds

Can I cancel my policy?

Yes, you can ask to cancel your policy. Whether a refund is available will depend on when you cancel and whether cover has already started.

Can I get a refund if I cancel?

You may be entitled to a refund if you cancel within 14 days and before the policy start date. After that, refunds are more limited.

What is an excess?

An excess is the amount you pay towards a claim before the insurer pays the rest.

Can I change my policy after buying it?

If you need to make a change, contact us as soon as possible. Some changes can be made, but others may require a new policy.

Contact and further support

How do I contact OGSure?

For general questions, email info@ogsure.com or use the contact form on our website.

How do I contact you about a claim?

For claims-related questions, email claims@optimumglobal.com.

Where can I find emergency contact details?

You can find the emergency contact details on our Emergency Assistance page.

What if I still have a question?

If you cannot find the answer you need, please contact us, and we will be happy to help.

Still need help?

If you cannot find the answer you need here, please visit our Contact Us page.

Planning your next trip? Get a quote from OGSure and find clear, straightforward travel insurance for the way you travel.