Medical assistance
From a simple doctor's visit to an emergency flight home.
When a travel insurance policyholder falls ill or is injured abroad, we arrange what the case needs: a doctor at the hotel, a hospital admission, an interpreter or a medical evacuation. Our team answers around the clock and works through vetted partners in 150+ countries.
What we arrange
What we arrange.
Everything a policyholder may need abroad – from a doctor at the hotel to an air ambulance.
Doctor visits.
A doctor at the member's hotel or home.
Hospital admissions.
We contact the hospital, confirm the admission and follow the case to discharge.
Interpretation.
Interpreters on the phone or on site, and translation of medical documents.
Ground ambulance.
Emergency and non-emergency medical transport through vetted local partners.
Air ambulance.
Fixed-wing and helicopter evacuation, medically equipped and staffed.
Escorts and repatriation.
A doctor or nurse accompanies the member on the flight home once they are fit to travel.
Flights and hotels.
Travel and accommodation for the member and family travelling with them.
How a case runs
How an assistance case works.
01
First contact.
The policyholder, a relative, the hospital or the insurer reaches our assistance team – day and night.
02
Medical assessment.
Our medical team checks what the case needs, and against the policy, before anything is booked.
03
Arranged locally.
We book the service through a provider we know, and issue the guarantee of payment so the member doesn't pay.
04
Followed to the end.
We stay on the case until the member is discharged or home, then send you the invoice and the case file.
24/7, one team.
Your policyholders reach the same assistance team at any hour, day and night.
Vetted partners in 150+ countries.
Direct relationships in Europe, and local partners we've checked elsewhere.
In practice
Three calls we take every week.
A member is sick in their hotel.
They need a doctor, not a hospital. We send a doctor to the hotel.
A member is admitted to the emergency room.
We contact the hospital, confirm the admission and follow the case until discharge.
A member needs to get home.
Once the treating doctor clears them, we organise the flight home with a medical escort if needed.
Explore further
See a case from start to finish for TPAs and assistance partners or insurers and MGAs.
Looking for an assistance partner?
Tell us about your policies, your policyholders' main destinations and your current setup. We'll come back with a proposal.
Request a proposal