What type of help does the Worldwide 24/7 emergency assistance team provide?
The worldwide 24/7 Emergency Assistance team is available anytime, anywhere, to provide support if something goes wrong on your trip. Depending on your situation, the team may be able to assist with:
- Medical problems and finding the nearest medical facilities
- Approving and or bringing you home if it is medically necessary
- Locating embassies and consulates
- Liaising with your family, friends, or work colleagues if necessary
- If you are hospitalised, you (or someone travelling with you) should contact the team as soon as possible. If you are being treated as an outpatient and the total cost of treatment is expected to exceed $2,000, you must also contact the team.
You are free to choose your own doctor, or the team can appoint an approved medical practitioner for you, unless treatment falls under a Reciprocal Health Agreement. However, if you do not contact the team when it is reasonably possible to do so, they may not be able to approve or pay expenses such as evacuations or airfares that have not been arranged through them.
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.
Every claim is reviewed individually on a case-by-case basis and will only be paid if it meets the terms, conditions, limits, and exclusions in your policy. Always check the PDS carefully so you know exactly what’s included before you travel.