Travel insurance emergency assistance
What is travel insurance emergency assistance and how does it work?
Travel insurance
emergency assistance is generally a 24/7 call service to help people in emergencies overseas. You may call for assistance in cases like medical emergencies, natural disasters or if you lose critical documents while you’re travelling.
Your insurer’s emergency assistance phone number is usually listed on your Certificate of Insurance (COI) or in your travel insurance policy’s Product Disclosure Statement (PDS). It may also be listed on your travel insurance card if your insurer gives you one when you purchase your policy.
When you call emergency assistance, a consultant will typically ask you for the following information:
- Your travel insurance policy number
- Your mobile phone number
- Why you need emergency assistance
- Details about the medical treatment you’ve received (if applicable).
When should I use emergency assistance?
An emergency assistance team could help you in several instances that may disrupt your travel plans, including:
- Expensive medical emergencies (typically over a certain dollar amount)
- Cases in which you require medical evacuation and repatriation
- You’ve been in a motor vehicle accident
- You need evacuation from your destination due to a natural disaster
- The Australian Government’s travel advice for your destination has changed to ‘do not travel’
- You’ve lost essential travel documents like your passport
- You’ve lost your credit card.
What’s covered by emergency assistance may differ between policies and insurers. Always read the Product Disclosure Statement (PDS) of your policy for more information on inclusions, exclusions and sub-limits. The Target Market Determination (TMD) could also help you determine if the cover suits your circumstances.
What doesn’t emergency assistance cover?
Some instances that might not be covered by your travel insurance provider’s emergency assistance may include:
- Non-emergency situations where you require medical assistance
- If your flight is delayed and the airline is providing you with accommodation while you wait for the rescheduled flight.
If your loss is insured by your policy but you don’t require immediate or emergency assistance, you can contact your insurance company via its claims portal on your return. However, larger losses should always be reported to your insurer as soon as possible.
Even if your loss isn’t covered by your policy, you could still contact your insurer’s emergency assistance line to seek assistance. The Department of Foreign Affairs and Trade (DFAT) or the nearest Australian Embassy may also provide assistance in some situations.
Meet our travel insurance expert, Adrian Taylor
As the Executive General Manager of General Insurance, Adrian Taylor believes in educating customers about the importance of travel insurance so that anyone can kick back and make the most of their time away from home. While no one wants a disrupted holiday, a suitable travel insurance policy can provide a financial safety net for yourself, your belongings and your trip in case things go wrong.