Our first priority is always the safety and well-being of our customers, followed closely by excellent customer service. To make sure we meet your expectations it is important that you know what the assistance team and your policy can do for you;
What to expect….
- We will work with your best medical interest at the centre of every decision we make.
- We may not need to call you every day, but we will call you when we have updates on your case.
- We will manage your expectations, however please bear in mind that medical situations can change very quickly and so sometimes things change that are outside of our control.
- Because we are a 24/7 operation we cannot guarantee that the same person will handle your case throughout, but where possible we try to so that you have a familiar voice to speak to.
- We know that you want to get home at the earliest opportunity, however we want to get you home safely and that doesn’t always mean it’ll be right away. Therefore, our aviation medical experts may recommend an extended stay in the hospital (or a local hotel) until your condition has stabilized sufficiently to allow your safe return home.
- Air Ambulances, are only used in exceptional circumstances and only when we are transferring patients from one medical facility to another, aviation at any level comes with significant risk when someone is unwell.
- We may move you from a private facility (if you have not been admitted to a state registered hospital) where the standard of treatment might be inadequate or the price of treatment inflated for tourists.
Important things to remember
- It will not always be possible for the 24 hour emergency assistance service doctor to call you back straight away, this could because he is awaiting further information from the treating doctor or hospital. This does not mean that you have been forgotten, and wherever possible a member of the operations team will keep you regularly updated.
- Although the local doctor might discharge you from hospital and suggest that you can return home, there are regulations imposed by airlines regarding when you can, and cannot fly following a serious accident or an operation. The Emergency Assistance Facilities team are experts in aviation medicine, and the decision as to when it is safe for you to fly home should be left in their hands.
- Always remember that your travel insurance does not cover the cost of private medical treatment unless it has been approved by the assistance team.
- Unfortunately, due to the emergency nature of their work, the assistance team do not have time to discuss your condition with or update multiple people. Therefore, we suggest that you nominate one person to be the contact point for the 24 hour emergency assistance service, this will ensure that they are not trying to explain matters to numerous people, which simply causes confusion and delay for everyone concerned. This person can then keep the rest of your family updated.
For more information please visit our dedicated Philosophies page.
Below is a checklist of things you should know and do before you leave home:
- Put the assistance team’s phone number into your phone before you start your holiday – this should ensure you can contact them at any time, even if you don’t have your travel insurance paper work handy. We would also suggest that you store your policy number in your phone too.
- Make sure that your phone has plenty of credit and charge throughout your holiday.
- Many people don’t realize that their phones aren’t set up to accept incoming calls or texts abroad – check with your phone provider that your phone will work abroad, otherwise you will have no means of contact.
- If you’re travelling in Europe please make sure you have a valid EHIC, which replaced the old E111. The EHIC is free of charge and will provide discounted or free medical treatment and medication in most state European facilities. If you use your EHIC we will waive your medical excess.
- Make sure you have declared any medical conditions to us, to make sure you’re fully covered – if your health or medication have changed since you purchased the policy, please contact us.
- We would also suggest you read our Philosophies, which outline how we work and why when someone falls ill abroad.
What happens if I miss my booked flight home due to illness?
Don’t worry, provided you have contacted our medical assistance service your policy will be automatically extended to cover you until it is agreed that you are fit to travel, they will make appropriate alternative arrangements.
What if you want to come home early?
This policy covers you to come home early because you are ill only if medical treatment is not available locally. If you are thinking of cutting short your trip because you are not well then you must contact our medical assistance service for advice first.
If you need to come home for any other reason, such as the illness of a close relative in the UK then you should make your own arrangements, bearing in mind your duty to act at all times as if uninsured. If you are not sure whether your particular circumstances are included in the cover then call the claims team between 8am to 8pm Monday to Friday and 9am to 1pm Saturdays (UK time) for advice.
If you have any further questions regarding our emergency assistance team please feel free to contact our customer service department.
What is the ‘tourist trap’?
*The ‘tourist trap’ refers to certain privately owned medical clinics around the world who seek to ‘trap’ tourists by inflating medical bills in the hope of getting paid by the tourist or their travel insurance. These clinics usually pay taxi drivers, hotels and hostels to send any injured tourists to their clinics, they then charge extortionate rates without providing appropriate care for their patients. To protect yourself against falling into the trap, always make sure you visit a state facility, and under no circumstances should you ever give your credit card details or surrender your passport to anyone.
I’m travelling to Europe, why do I need insurance if I have an EHIC?
The EHIC should never be a substitute for travel insurance, although it should offer you free or discounted medical treatment and prescriptions in most state EU facilities, it will not cover the cost of repatriation – for example if you have missed your return flight home and need to book a new one.