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+44 (0) 203 829 6745

We work very closely with our Doctor led 24 hour medical emergency team who are always on hand to help you through a medical emergency whilst you are on holiday. They are available 365 days a year and can provide the following assistance:

  • Advising you on the nearest appropriate medical centre;
  • Liaising with treating Doctors and your own GP to ensure that you obtain the correct medical treatment;
  • Providing guarantees for costs (over £500) to hospitals and clinics so that you do not have to worry about having enough money to pay for your treatment;
  • Arranging for you to come home if your medical condition is such that you are unable to keep to your original travel plans;
  • Arranging air and/or road ambulance transfers if necessary;
  • Liaising with your family both home and abroad;


What to do in the case of a medical emergency abroad.

IN CASE OF SERIOUS EMERGENCY – first call an ambulance using the local equivalent of a 999 call. Contact our medical assistance service which is open 24 hours a day, 7 days a week to offer you advice in this emergency situation. We strongly suggest you put their telephone number +44 (0) 203 829 6745 into your mobile phone before you travel so that it is to hand should you need it. Communicate with the ambulance driver and get details of the hospital you are being taken to so that our medical assistance service’s doctor will be able to obtain a medical report at the earliest possible opportunity.


WHAT THE MEDICAL ASSISTANCE COMPANY NEEDS FROM YOU – when you call our medical assistance service in an emergency you need to have some basic information for them to hand:

  • telephone number so you can be contacted on in case you are cut off.
  • name and age of the patient and as much information about the medical situation as you are able to provide.
  • name of the hospital, the ward, the treating doctor and the telephone numbers if you have them.
  • provide them with your First Travel Insurance policy number, the date you bought it, and your booked travel dates.
  • patient’s UK GP details, name, address and phone number, in case they need to obtain information on current medical conditions and treatment.


MINOR ILLNESS OR INJURY – If you need to see a doctor in Europe or Scandinavia then ask your hotel reception or tour representative for the address of the nearest public medical facility. In Europe you should show them your EHIC card, medical treatment will be free or at a reduced cost and you will not be required to contribute towards the claim as the policy excess will be reduced to NIL. You will only be covered for the cost of private medical treatment in these countries if this is approved in advance by our medical assistance service on +44 (0) 203 829 6745. Elsewhere it is advisable to seek advice on where to go for treatment from our medical assistance service if possible, as standards of medical facilities vary greatly. Many clinics have been set up to target the tourist market and will ruin your trip by insisting on unnecessary admissions and treatment at inflated prices. In some circumstances it may be necessary for our medical assistance service to move you to a more suitable facility.


HOW TO PAY FOR YOUR TREATMENT – Outpatient bills for less than £500 should be paid at the time and claimed on your return. It is very important to obtain an itemised receipt for any monies paid for medical treatment. If you are admitted to a medical facility then you may need to pay the policy excess locally and ask the hospital or doctor to send the rest of their bills to Travel Claims Facilities, 1 Tower View, Kings Hill, West Malling, Kent, ME19 4UY. Our medical assistance service will explain this procedure to them and provide them with a faxed guarantee document if necessary, once the validity of your claim has been established.


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 home. Our medical assistance service will liaise with your treating doctor and you and once you are fit to travel, they will make appropriate alternative arrangements.