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Advice for obtaining emergency medical assistance abroad

During an emergency medical situation abroad, we are here to help you as best we can. Your policy with Travel Insurance 4 Medical is insured by Collinson Insurance which is a trading name of Astrenska Insurance Limited and provides round-the-clock access to a multi-lingual Emergency Medical Service. Below you will find everything that you need to know.

For non-emergency medical claims, please visit our claims page. You can also find copies of our current policy wordings here.

Travel Insurance 4 Medical policies are not private medical insurance. The insurer will only cover treatment which cannot wait until you return home from your trip, with the aim of ensuring you are well enough to return to the UK, which may include cutting your trip short, or to continue your trip as planned.

Claims & assistance services are administered by Collinson Insurance Services Ltd.

Before the hospital

Once you have contacted the local emergency services, call the Medical Emergency Service for help using the number below. Operators are available around the clock, 365 days per year. Telephone +44 (0) 333 005 1093

What happens when you phone the emergency service?

Explain that you are a policyholder with Travel Insurance 4 Medical - quoting your policy number, the date you purchased your policy and your travel dates. To help process your claim, you will need some basic information to hand:

  • Your telephone number, so you can be contacted in case you are cut off
  • The name and age of the patient and as much information about the medical situation as possible
  • The name and telephone numbers of the hospital and ward where the patient will be treated, and the name of the treating doctor (if you have them)
  • The patient's UK GP details: name, address and phone number (in case more information on current medical conditions and treatment is needed)

Paying for medical treatment

The Emergency Service will talk with the hospital directly about your treatment and to arrange for the payment of your medical expenses. This relieves you of the burden of arranging how treatment will be paid for.

If the cost of your treatment is less than £500, you may need to pay this directly to the medical facility. You can then claim for these expenses when you return home. Be sure to keep all receipts and medical reports to submit with your claim. If you are in any doubt as to whether your medical costs will be covered, contact the Medical Emergency Service on the number above for prior authorisation.

Remember to keep all receipts and medical reports - as you will need them to submit your claim when you return home.

Out-patient treatment

If you are in SPAIN, GREECE, CYPRUS, PORTUGAL, MALTA, EGYPT, BULGARIA or TURKEY and need out-patient medical treatment please provide a copy of your policy documentation to the treating medical practitioner and your treatment will be paid by Global Excel Management Europe in line with the policy entitlements. You will be asked to fill in a simple form to confirm the treatment. The medical practitioner will send the form to Global Excel together with the balance of the medical bill after deduction of the excess you may have paid to the medical practitioner. The medical practitioner can email these details to:

Using state medical facilities

You should always try to use state medical facilities (e.g. not private facilities) for all medical treatment. State facilities are administrated by domestic government and are often able to treat far more conditions than private facilities.

At the hospital

If you are travelling within the European Union, present the patient's GHIC/EHIC (European Health Insurance Card) on arrival.

If they don't have the information already, call the Medical Emergency Service as soon as possible to provide the name and number of the hospital and ward in which the patient is receiving treatment.

The Emergency Service will confirm whether treatment costs are covered under your policy. They will then communicate with the hospital directly on your behalf to discuss treatment and the payment of medical expenses (if they are covered).

You may need to pay the policy excess yourself locally.

Returning home

While we understand your desire to return home following successful treatment, we must always put your medical interests first. Depending on the treatment you receive it may not be medically safe for you to travel immediately after you are discharged from hospital. The Medical Emergency Service will always do everything within their power for your best interests - both medically and financially.