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What to do in a Medical Emergency

Your policy is designed to cover your reasonable costs incurred in the event of an unforeseen medical emergency whilst you are on your trip. The notes below are designed to help you in the event that you need to make a claim under this section of the policy.

Do

Do
  • Put this number into your telephone +44 (0) 203 824 0708 so you can contact our 24 hour emergency assistance service in the event that you need help or advice
  • Make sure you contact our 24 hour emergency assistance service within 48 hours of admission to a hospital or clinic
  • Remember that travel insurance generally does not provide cover if you choose to go to a private hospital or clinic
  • Make sure your mobile phone is fully charged, and able to receive incoming calls when you are abroad
  • Keep receipts for any payments you might make for outpatient treatment or prescription medicines
  • Use your EHIC (if you are in Europe) to get treatment for free or at a reduced cost, if so you will not be required to contribute towards the claim because the policy excess will be reduced to NIL

Dont

Dont
  • Ask to be taken to private hospital or clinic
  • Provide a medical facility with your credit card details or surrender your passport to them
  • Sign anything without first contacting us

Be Aware

This policy does not cover the cost of private medical treatment unless it has been approved in advance by our 24 hour emergency assistance service

Our experience shows that medical incidents fall into two categories, namely: Outpatient treatment usually involving minor aliments which entail a visit to the local chemist, doctor or clinic, and inpatient treatment which usually entails admission to a hospital or clinic. Below you will find advice on what to do in each instance:

Outpatient TreatmentOutpatient Treatment

If you need to see a doctor, ask your hotel reception or tour representative for the nearest public / state medical facility. Some hotels will urge you to seek private treatment, however this is not necessary as private medical facilities vary greatly and are not equipped to deal with all emergencies. They may give you unnecessary treatment and at inflated prices – if you are ever in doubt please call the assistance team for advice on where to seek treatment.

In Europe you should show them your EHIC card. Medical treatment should be free or at a reduced cost, if so you will not be required to contribute towards the claim because the policy excess will be reduced to NIL. You will only be covered for the cost of private treatment in these countries if this is approved in advance by our 24 hour emergency assistance service  +44 (0) 203 824 0708

Elsewhere it is advisable to seek advice on where to go for treatment from our 24 hour emergency assistance service +44 (0) 203 824 0708 if possible, as standards of medical facilities vary greatly and to avoid unnecessary admissions and treatment at inflated prices.

How to pay for your treatment: Outpatient bills less than £500 should be paid by you at the time and claimed on your return. It is very important to obtain an itemised receipt for any monies paid for medical treatment.

In the event that you need to seek outpatient treatment when you are travelling in any of the countries listed below then it may be that immediate payment can be arranged locally using the services of Charge Care International whom we have appointed to act on our behalf.

To take advantage of this service please show the treating doctor or clinic the logo printed here as this will enable them to identify our membership and avoid language difficulties. If the hospital you are treated at subscribes to this service they will ask to see your proof of insurance so it is important to carry this with you. You will be asked to complete a simple Charge Care form to confirm the nature of the treatment received. For those countries that the EHIC doesn’t apply or if you have not presented it at the time of treatment, the doctor/clinic will collect the policy excess from you and send their bill to Charge Care for payment.

The countries where this service is available are: Greece and the Greek Islands, Cyprus, Bulgaria, Egypt, Turkey and Mexico  www.ChargeCareinternational.co.uk

Inpatient TreatmentInpatient Treatment

In the event of a serious emergency, you should call an ambulance using the local equivalent of a 999 number and then contact the 24 hour emergency assistance service who may offer you advice on the nearest appropriate facility. We strongly suggest you put their telephone number +44 (0) 203 824 0708 into your mobile phone before you travel so that it is to hand if you need it. Get details of the hospital you are being taken to so that our 24 hour emergency assistance service will be able to obtain a medical report if required.

If you are unable to contact our 24 hour emergency assistance service prior to your admission to a hospital or clinic, you must contact them as soon as you possibly can.

You will need to have some basic information for them to hand:

  • your telephone number in case you are cut off
  • patient’s name, age and as much information about the medical situation as possible
  • name of the hospital, ward, treating doctor and telephone numbers if you have them
  • tell them that you have Alpha Travel Insurance, your receipt number and the date it was bought
  • patient’s UK GP contact details in case they need further medical information

What will happen next? Once you have contacted our 24 hour emergency assistance service you will speak to a member of the operations team who will take down the basic particulars of your case, and allocate a case number. If necessary they will confirm that you are insured and provide the hospital or clinic with the appropriate billing instructions. Your case may be referred to one of the doctors on the team who will, if necessary, contact you to ascertain the exact nature of your injury or illness and then put in place the appropriate strategy to ensure that you receive the correct treatment and, if required, advice on your repatriation.

Other Things to Bear in MindOther Things to Bear in Mind

We understand that if you are suddenly faced with a medical emergency it can be very stressful and frightening. The following is a guide to help you cope in such a situation, and understand how the 24 hour emergency assistance service will work on your behalf.

  • Always remember that your travel insurance does not cover the cost of private medical treatment unless it has been approved by our 24 hour emergency assistance service
  • We suggest that you nominate one person to be the contact point for the 24 hour emergency assistance service, this will ensure that they are not trying to explain matters to numerous people, which simply causes confusion and delay for everyone concerned.
  • Make sure your mobile phone is fully charged, and able to receive incoming calls when you are abroad.
  • It will not always be possible for the 24 hour emergency assistance service doctor to call you back straight away, this could be due to time zone differences or because he is awaiting further information from the treating doctor or hospital. This does not mean that you have been forgotten, and wherever possible a member of the operations team will keep you regularly updated.
  • Please remember that the first priority of the 24 hour emergency assistance service is your safety and wellbeing, and that they will take the appropriate action necessary to ensure this. Such action could entail:
  • Moving you from a private facility (if you have not been admitted to a state registered hospital) where the standard of treatment might be inadequate or the price of treatment inflated for tourists.
  • A request for further tests to be made by the treating doctor to evaluate when, and what method of repatriation would be suitable.
  • Recommending an extended stay in the hospital (or a local hotel) until your condition has stabilised sufficiently to allow your safe return home.
  • Although the local doctor might discharge you from hospital and suggest that you can return home, there are regulations imposed by airlines regarding when you can, and cannot fly following a serious accident or an operation. Our 24 hour emergency assistance service doctors are experts in aviation medicine, and the decision as to when it is safe for you to fly home should be left in their hands.
  • Never provide a medical facility with your credit card details or surrender your passport to them.
  • Do not sign anything without first contacting us.
What Happens if You Miss Your Return Flight due to Illness or Injury?What Happens if You Miss Your Return Flight due to Illness or Injury?

Don’t worry, provided you have contacted our medical assistance service your policy will be automatically extended to cover you until it is agreed that you are fit to travel home. Our 24 hour emergency assistance service will liaise with you and, where necessary, with your treating doctor to decide when you are fit to travel.

What if I Want to Come Home Early?What if I Want to Come Home Early?

This policy covers you to come home early because you are ill or injured, only if medical treatment is not available locally. If you are thinking of cutting short your trip because you are not well then you must contact our 24 hour emergency assistance service  on +44 (0) 203 824  0703 for advice first.

If you need to come home for any other reason, such as the illness of a close relative in the UK then you should make your own arrangements, bearing in mind your duty to act at all times as if uninsured. If you are not sure whether your circumstances are included in the cover then call Travel Claims Facilities. +44 (0) 203 824 0727 their office hours are 9-5 Monday to Friday

*15% online discount is applied to all online purchases compared to our Customer Service Centre pricing.
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Postcard is a trading name of Travel Insurance Facilities Plc, which is authorised and regulated by the Financial Conduct Authority FRN306537. tifgroup is trading name of Travel Insurance Facilities Plc registered in England No. 3220410 ©. tifgroup ; all rights reserved. Registered Office: 1 Tower View, Kings Hill, West Malling, ME19 4UY.