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If you are seriously hurt during your overseas holiday, then make sure you attend a local medical centre or hospital immediately to receive medical attention.
If you’re experiencing an emergency our 24/7 Emergency Assistance Team can advise you of the nearest medical facility if you are unsure where to go, or if you need help navigating a foreign language.
Once you’re able to contact our 24/7 Emergency Assistance Team, please be ready with the following:
Once you’ve been admitted to hospital or reviewed by a doctor in a medical centre, you’ll need to contact our 24/7 Emergency Assistance Team to update them on your situation. If you are hospitalised or if your treatment expenses as an outpatient are likely to go above AUD$2,000, then our Emergency Assistance Team will liaise with the hospital on your behalf to arrange payments.
For injuries where treatment costs are not expected to exceed AUD$2000, you pay all your medical fees, and then submit all your receipts to our claims department for reimbursement.
If you’re injured and wish to claim for your medical expenses, always remember to collect as much supporting documents as possible. Some examples of documentation that you may need to provide include:
Make sure you retain all your receipts if you intend on claiming for medical expenses. This includes receipts for any pharmaceutical products that you purchased in relation to your injury. If you cannot provide receipts to substantiate your treatment expenses, then your claim may be dismissed, or any payments that you do receive might not be for the full amounts.
It’s always a good idea to keep all documentation relating to your holiday in general, not just for your accident. As well as medical receipts, make sure you keep your itinerary, correspondence from airlines or hotels regarding cancellations, as well as all hospital, police and doctor’s reports.
Always read your PDS carefully so that you will be clear about the limits, exclusions and benefits of your plan. Our Standard and Explorer plans both have different levels of cover. It’s your responsibility to know the details of your policy, including what is and what isn’t covered, in case you need to make a claim. Your PDS will always have the full details.
If you have questions about what's covered and not covered, just ask us.
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If you need medical assistance or emergency medical evacuation our team is available 24 hours a day, 7 days a week, 365 days a year before and during your trip.
Are you in need of emergency assistance right now?
Phone: +61 2 8263 0470 or Phone: +61 2 8292 1470 (reverse charges via an operator from anywhere in the world)
Contact the teamBefore your trip, check the latest government advice for any travel alerts for your destination.