How do I make an emergency claim abroad?
In a genuine medical emergency while abroad, the most important step is to contact the 24-hour assistance line as soon as possible, rather than attempting to submit a claim through the standard portal process.
Contacting the assistance line
The assistance line is available 24 hours a day, 7 days a week, with multilingual support. Once you make contact, the assistance team will liaise directly with your doctors and the treating hospital, help coordinate support with your treating medical providers, arrange transfer to a more suitable facility by road or air ambulance, if appropriate care is not available locally, and keep you and your family informed throughout.
Authorisation in an emergency
Unlike planned treatment, emergency care does not always allow time for pre-approval in advance. In these situations, the assistance team can liaise with the hospital directly to arrange authorisation and, where appropriate, guarantee costs to the treating facility, even if you are not in a position to manage this yourself at the time.
Once the immediate medical situation has been addressed, you may still need to provide supporting documentation to finalise the claim, such as medical reports, hospital discharge notices, and invoices. The assistance team and claims department can guide you on what is required once the urgent situation has been resolved.
Why contacting the assistance line first matters
Submitting an emergency claim through the standard online process is not the right approach when treatment is needed urgently. Contacting the assistance line directly ensures you get the medical support you need immediately, while also setting the claim up correctly from the outset.
