At Alpha Travel Insurance, we understand that having to seek medical attention abroad can be extremely frightening and stressful. This is why we have created the following guide to help you cope in such a situation, and to understand how our 24 hour emergency assistance service can work on your behalf.
We would also suggest you read our Philosophies, which outline how we work and why when someone falls ill abroad.
When you call our medical assistance service in an emergency you need to have some basic information for them to hand:
When you contact EAF you'll speak to a member of the operations team, they will ask the basics of your case, and allocate you a case number. If necessary, they'll confirm that you're insured and provide the hospital or clinic with appropriate billing instructions. Your case may be referred to one of the doctors on the team who may contact you further 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.
Access to the best available care for our customers in a medical situation has and always will come before convenience or cost. Your health and well being are our number one priority, and so we have outlined below how we ensure you receive optimal care;
If you’ve had to seek emergency medical treatment abroad, you’ll naturally want to get home as quickly as possible - and we will want to get you home, but we won’t make arrangements until it is safe for you to travel. Below is further information on the repatriation (getting you home) process:
More information can be found in your policy wording or in the tabs below.
Our first priority is always the safety and well-being of our customers, followed closely by excellent customer service. To make sure we meet your expectations it is important that you know what EAF and your policy can do for you;
What to expect….
Important things to remember
For more information please visit our dedicated Philosophies page.
Below is a checklist of things you should know and do before you leave home:
What happens if I miss my booked flight home due to illness?
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, they will make appropriate alternative arrangements.
What if you want to come home early?
This policy covers you to come home early because you are ill 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 medical assistance service 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 particular circumstances are included in the cover then call Travel Claims Facilities between 8am to 8pm Monday to Friday and 9am to 1pm Saturdays (UK time) for advice.
If you have any further questions regarding our emergency assistance team please feel free to contact our customer service department.
What is the ‘tourist trap’?
*The ‘tourist trap’ refers to certain privately owned medical clinics around the world who seek to ‘trap’ tourists by inflating medical bills in the hope of getting paid by the tourist or their travel insurance. These clinics usually pay taxi drivers, hotels and hostels to send any injured tourists to their clinics, they then charge extortionate rates without providing appropriate care for their patients. To protect yourself against falling into the trap, always make sure you visit a state facility, and under no circumstances should you ever give your credit card details or surrender your passport to anyone.
I’m travelling to Europe, why do I need insurance if I have an EHIC?
The EHIC should never be a substitute for travel insurance, although it should offer you free or discounted medical treatment and prescriptions in most state EU facilities, it will not cover the cost of repatriation – for example if you have missed your return flight home and need to book a new one.
Alpha Travel Insurance 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