Travel Insurance and medical transport, Evacuation and Repatriation

Travel insurance for emergency ambulance transport or repatriation home when your trip hasn’t gone to plan.

For information relating to policies purchased prior to 14 July 2021 12:00am UTC, please check the Policy Wording provided with your purchase. You can contact us if you need this sent to you again. For policies purchased from 14 July 2021 please see below.

Your policy offers cover for emergency ambulance transport or repatriation home to your country of residence if you suffer a sudden illness or sudden, accidental injury, or you become ill with COVID-19.

What’s covered

Depending on where you are and what’s happened to you, there’s cover for emergency medical transport by road ambulance or other suitable transport (including by helicopter if available and medically necessary) to transfer you:

  • To the nearest, most appropriate hospital/medical facility
  • To a more suitable place of treatment in another city or nearby country
  • Back to your country of residence

If your treating physician and our medical consultant decide your ongoing treatment should be back in your country of residence, there’s coverage for: 

  • Reasonable additional travel expenses to get you home.
  • Reasonable additional travel, accommodation, local transportation and meal expenses for a fellow traveller or a close relative summoned from your country of residence to support and accompany you while in hospital or during your repatriation home if your condition is life-threatening or if you are admitted to hospital for at least 5 nights.
  • Our Standard and Explorer plans now also include emergency evacuation for when you contract Coronavirus when traveling. You can check out our Coronavirus article which has more information, including benefit limits, conditions and exclusions. 
  • If you die while on your trip, cover is available for either transportation of your remains home or for the cremation overseas and transportation of your ashes home.

How it works

If something happens and you need emergency transport, you (or someone else) MUST:

  • Contact our Emergency Assistance Team as soon as reasonably possible. Very important: expenses for a medical evacuation/repatriation must be pre-approved by us or we will not be liable.
  • Work in consultation with the Emergency Assistance Team’s medical consultant and your treating physician to decide on and arrange the most appropriate transportation in your circumstances.

Please note: the availability of emergency medical transport and the suitability of the medical facilities nearby will depend on where you are located and your medical situation. If you need urgent medical help please contact the Emergency Assistance team.

How does my travel insurance policy help me in an emergency?


What’s not covered

Travel insurance is not designed to cover everything, so take the time to read the Policy Wording for the full terms, conditions and exclusions. That way there are no surprises if you do need to use it.

Some of the main events that aren’t covered are:

  • Any medical evacuation or repatriation expenses which are not pre-approved by us.
  • If you refuse to be repatriated after being declared medically unfit to continue on your trip, then any ongoing or additional costs are your responsibility and not covered by the policy.
  • Any expenses that relate to a pre-existing medical condition, as explained in the Policy Wording.
  • The cost of a return flight home if you don’t already have one booked. Why? Because the cost of a return flight is considered a normal travel cost.
  • Any costs you incur once you are returned to your country of residence.
  • The policy excess amount as shown in the Policy Wording.
  • Anything else that's listed in the section exclusions and General Exclusions in the Policy Wording.

If you have any questions or if you’re not sure if something is covered, get in touch.


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Our contact details

We’re here to help if you have a question about travel insurance. We’re available:

  • Monday to Friday 9:00am - 5:00pm (UTC/UTC+1)

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Phone

For policies purchase on or after 2 December 2018:


+353 21 237 8007

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For policies purchased before 2 December 2018:


+61 2 8256 1542