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Emergency Assistance

With SureSave, our travel safety service extends far beyond simple cover. More than just travel insurance, we provide our travellers with World Assistance. When things go wrong, we’re here to help through our dedicated in-house, 24/7 emergency assistance team.

Speak to an expert from home, 24/7

  • Our Emergency Assistance team consists of experienced case managers and medical professionals, including registered nurses and doctors.
  • The team operates 24 hours a day, 7 days a week, so our travellers know they can speak to an expert anytime, no matter where they are.

We can help travellers in a number of ways, including:

  • Medical assistance and support

    Navigating language barriers is tricky at the best of times. From finding the nearest doctor to arranging emergency medical transport, we can help our travellers access medical facilities and treatment. And with regular check-ins for in-patient cases, we’ll support them every step of the way.

  • Payments direct to providers

    If our travellers need emergency medical assistance, we can help pay for treatment with our providers. We just need to receive an initial medical report for assessment to confirm cover and confirm that the local provider will accept payment from us. We can pay benefits for any amount of medical expenses beyond the excess stated in the plan.

  • Coordinating travel plans

    When our travellers need help to get home, or urgently need to adjust travel plans, we can liaise with their travel agent and other services to get them on them way. This could be as simple as booking a new flight and extending accommodation, or as complex as a medical repatriation home with a medical escort.

  • Support for relatives at home

    When things go wrong, it can place enormous stress on family back at home. We can help remove some of that stress by keeping them in the loop as we work to organise the travellers' safe return.

  • Advocating for our travellers

    Our team acts in the best interests of our travellers. This can involve anything from ensuring they receive appropriate medical treatment at a qualified facility, to assistance packing up a hotel room, to arranging an upgraded seat to accommodate an injury. Our travellers can feel secure knowing they have someone to step in and look out for them.

We've got the right connections

We have a network of providers globally, to ensure our travellers have access to the best available medical care in their location, and our team are on hand 24/7 to help coordinate care with overseas providers.

When should travellers call emergency assistance?

We encourage our travellers to contact us anytime they need assistance or advice, whether medical non-medical.

As a guideline, they should contact us if they’re admitted to hospital, or if their overseas medical expenses are going to be more than $2,000 – activating our services at this point means we can help ensure they receive appropriate medical treatment, and can start looking at other ways we can assist.