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 provides round-the-clock access to an Emergency Assistance 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.
This is not a private medical insurance policy and only provides cover if you have an accident or a sudden serious illness that needs emergency treatment while you are abroad. If you plan to receive elective treatment (treatment that is not necessary, but which you have chosen to have) when you travel or choose to have any treatment abroad which is not an emergency, this will not be covered under the policy. If you need any medical treatment which results in a claim under this insurance, we will expect you to allow us or our representatives unrestricted and reasonable access to all of your medical records and information.
Before the hospital
Once you have contacted the local emergency services, call the Emergency Assistance Service for help using the number below. Operators are available around the clock, 365 days per year.
If your policy was purchased before 31st December 2024 Telephone +44 (0) 333 005 1093
If your policy was purchased after 1st January 2025 Telephone +44 (0) 1733 300 876 or email Cega.Assistance@cegagroup.com
What happens when you phone the emergency assistance 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.
For simple outpatient treatment you may need to pay this directly to the medical facility yourself. 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 Emergency Assistance Service on the number above for guidance.
Remember to keep all receipts and medical reports - as you will need them to submit your claim when you return home.
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 (General Health Insurance Card) on arrival.
If they don't have the information already, call the Emergency Assistance 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 Assistance 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 Emergency Assistance Service will always do everything within their power for your best interests - both medically and financially.