Not received our

e mail?

How frustrating!

Not received our e mail with your documents?


An e mail with your documents attached is sent to you automatically when your payment has been authorised. There can be a number of reasons why you might not have received the e mail.

In the first instance, please check your spam/junk folder. If the e mail is there, please add our e mail address to your e mail ‘white or trusted list’ (see the Help section of your e mail program/app).

If the e mail is not there, we have different policies, so there is a different process to follow, depending on which you have bought. Please do one of the following:


If you purchased one of these policies: No Residency Condition, specialist HIV-inclusive, Already Left the UK, One Way or Long Stay Trip, the policy number starts with MT:

If you provided us with your e mail address when purchasing, you will have received an e mail from Cardstream (the payment processing company) following your purchase. It will show your policy number on the line Order Number.

Either Click here, input your policy number and your documents will be resent to you.

Or go to and log into your client area, where you can access your policy documents. You can also check the e mail address we have for you by clicking the My Details button on the left. If it is not correct, you can amend it. If it is correct, you can click the button Resend Documents and they will be e mailed to you again.

If you purchased our policy covering medical conditions, your policy number will start ISETI/OK (the number will have been shown on the screen after your payment, if you purchased online.

Please telephone 0330 606 1422.

If you purchased our policy for people with no medical conditions:

Please telephone 0330 606 1424.

If you purchased our policy for non-UK residents (via our non UK resident page)

Please telephone 00 1 800 335 0611