Contact us – OUL Classic

Sales and policy queries

If you have a query about a policy please complete the enquiry form below or email us at help@ouldirect.com:

 

We aim to respond to your message within 24 hours (Monday to Thursday) and by midnight Monday for queries received Friday to Sunday (excluding bank holidays).

Our opening hours are 9am to 5pm, Mondays to Fridays (excluding bank holidays).

Claims & Emergency Assistance

For claims once you have returned home please call 0203 829 3817 (Monday to Friday, 9am to 5pm).

In the event of medical emergency abroad please call + 44 (0) 203 829 3818.

How can you make a complaint?

You can make a complaint by contacting us by any of the following means:

  • In writing addressed to: Customer Services Manager, Ancile Insurance Group Ltd, Kao Hockham Building, Edinburgh Way, Harlow, Essex CM20 2NQ
  • By email to: enquiries@ancileinsurance.com

We will acknowledge your complaint promptly, normally within 5 working days of receiving it. If you have made your complaint to us verbally, we will confirm to you our understanding of this and ask you to advise us if you do not agree.

If a complaint can be dealt with satisfactorily within a shorter period of time, we will acknowledge the outcome of your complaint in writing to you, including details of the Financial Ombudsman if you remain dissatisfied with the outcome.

Helpful Contact Information:

Financial Ombudsman Service 
Exchange Tower,
Harbour Exchange Square,
London E14 9SR.
0800 023 4567 if calling from a landline or 0300 123 9123 if calling from a mobile
www.financial-ombudsman.org.uk

Online Disputes Resolution
https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN