Emergency Assistance

With regard to our domestic and international third party services, the extent of medical and travel assistance provided by the Customer Care team is in part determined by the boundary of the individual’s insurance policy.

Customer Care’s responsibility is to enact the provisions of such policies.

Medical assistance provided may relate to – but is not restricted by – the following list:

* 24-hour medical advice
* referral to medical provider / facility
* advising travellers on medical resources
* medical monitoring
* assessing medical standards and appropriateness of care
* paying of overseas hospital bills
* co-ordination of urgent and non urgent aeromedical retrievals
* organising the return home of incapacitated travellers with or without an escort
* co-ordination of the repatriation of mortal remains
* arranging wheelchair and porter assistance
* interpreting of medical reports /advice

Travel assistance provided may relate to – but is not restricted by – the following list:

* 24- hour travel tips/advice
* referral to airline, embassy or other travel provider domestically or overseas
* assistance with reissue of passport, tickets or other travel documents
* assistance with reporting and reissue of stolen credit card
* payment of additional expenses relating to travel
* confirmation and payment of accommodation
* rerouting of flights/ itinerary
* prepayment of flights
* relay messages to and from family members
* claims advice and claims processing
* policy advice on what is covered and what is not covered
* claims assessment whilst customer is overseas
* co-ordination of family member to fly overseas

Other medical and travel assistance services related to travel insurance policy advice, medical underwriting and pre-trip travel information.