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24/7 Emergency Assistance

What to do in case of a medical emergency abroad

You can contact Emergency Assistance Facilities (EAF) in an emergency by calling +44 (0) 203 824 0707. You can also email them at operations@emergencyassistance.co.uk

When you call our medical assistance service in an emergency you need to have some basic information for them to hand:

When you contact our assistance service you’ll speak to a member of the operations team, they will ask the basics of your case, and allocate you a case number. If necessary, they’ll confirm that you’re insured and provide the hospital or clinic with appropriate billing instructions.

Before You Depart

 

 

Below is a checklist of things you should know and do before you leave home

  • Put EAF’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.

FAQs

 

 

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 Travel Claims Facilities 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

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