24 Hour Emergency Assistance
All policyholders have access to our emergency assistance partner, Customer Care Pty Ltd. Each year, Customer Care handles over 30,000 emergency assistance cases ranging from complex medical evacuations to helping replace lost passports. Services provided include:
Customer Care’s team of Doctors, Nurses and Case Managers can assist you to find medical facilities and monitor your medical care.
Payment of hospital bills
Those larger bills can be paid by us directly to the hospital.
Evacuation or repatriation
Customer Care can decide if and when evacuation or repatriation is appropriate and co-ordinate the entire exercise.
Assistance when passports, travel documents or credit cards are lost
If you need assistance in contacting the issuer of the document, Customer Care can help.
Help changing travel plans as a result of an emergency
If your travel agent is not available to assist with rescheduling in an emergency situation, Customer Care can help. All services are subject to a claim being accepted under the policy.