What do I do if my claim is for an emergency?
For emergency assistance anywhere in the world at any time, contact the Emergency Assistance team - the phone numbers are at the bottom of your Policy Certificate or available on our website.
The team will help with medical problems, locating nearest medical facilities, your evacuation home, locating nearest embassies and consulates, as well as keeping you in touch with your family and employer in an emergency.
If you are hospitalised, then you or a member of your travelling party, must contact us as soon as possible. Our emergency assistance team is available 24 hours a day every day. They can help you with medical problems, locating the nearest medical facilities, bringing you home if medically necessary, locating embassies and consulates and liaising with loved ones and work colleagues if necessary.
If you do not contact us when you require emergency assistance when it is reasonably possible to do so, then to the extent permissible by law, we may not pay for these expenses or for any evacuation or airfares that have not been approved or arranged by us.
If you are not hospitalised but you are being treated as an outpatient and the total cost of such treatment will exceed $2,000 you must contact us.
You are free to choose your own medical practitioner or we can appoint an approved medical practitioner to see you, unless you are treated under a Reciprocal Health Agreement. You must, however, advise us of your admittance to hospital or your early return to Australia based on written medical advice. If you do not get the medical treatment you expect, we can assist you, however we and the agents of the insurer, may not be able to help you for any problems that result from you choosing your own medical practitioner.
For more information, refer to our Product Disclosure Statement (PDS).