That depends on what’s happened, the seriousness of your medical situation and your Country of Residence.
We recommend you pay and make a claim later when:
- You see a doctor at a medical centre/local GP surgery, or as an ‘out-patient’ (i.e., no admission to hospital) and where the costs are less than USD$725.
- If it looks likely that your treatment costs may end up being more than USD$725, you MUST contact our 24/7 Emergency Assistance team as soon as possible (see below).
Where possible, we will pay the hospital or provider directly when:
- Treatment is likely to exceed USD$725; or,
- It’s an emergency situation and you’re admitted to hospital and/or;
- You require medical evacuation or repatriation home (and a medical escort where necessary) and it's pre-approved on the reasonable recommendation of a medical practitioner appointed by us.
In order for us to do pay the hospital or provider directly, you, a friend, or family member must contact our 24/7 Emergency Assistance Team as soon as possible.
Why do I need to contact the Emergency Assistance Team?
- So we can confirm your coverage and manage any potential claim.
- If you don't contact our Emergency Assistance team as required, we may not fully reimburse you for your expenses, or for any evacuation or airfares that have not been approved or arranged by us, and which were not reasonably necessary.
What information do I need to provide the Emergency Assistance Team?
Once we’ve confirmed your cover and agree to pay for medical costs, we can organize payments directly to the hospital or provider. To do this, we need:
- Your policy number
- As much detail as possible about what has happened, including (if possible) where you are and details of the medical facilities you are at.
What if a claim can’t be confirmed immediately?
If you need urgent medical assistance and we can’t confirm your claim immediately, we may choose to pay your costs directly to the hospital. However, if we later decide you weren’t covered for the claim, you’ll need to pay us back.
How do I claim if I pay for the medical costs?
If you pay for medical treatment, you can lodge a claim online. To do this you will need to provide supporting documentation, so make sure you have kept copies of all relevant:
- Medical reports from treating doctors explaining the diagnosis provided, medical tests and treatment given/requested
- Receipts for medications that you may have purchased
- Hotel, airline, railway, bus company and/or restaurant receipts relevant to the event
- Any other relevant documentation
You can contact us anytime.
Note: all travel insurance plans are different, and cover will vary, depending on what's happened, your Country of Residence, the plan you choose and any options or upgrades you buy.
Travel insurance doesn’t cover everything. All of the information we provide is a brief summary. It does not include all terms, conditions, limitations, exclusions and termination provisions of the plans described. Coverage may not be the same or available for residents of all countries, states or provinces. Please carefully read your Policy Wording for a full description of coverage. If you have any questions, please contact us.
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