Travel Insurance and medical transport, Evacuation and Repatriation

For information relating to policies purchased prior to 17 June 2021, 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 17 June 2021 please see below.

If your trip hasn't gone to plan, and you need to find out more about travel insurance for emergency transport, medical evacuation and repatriation expenses, this information may help.

If you are accidentally injured, become seriously ill with Coronavirus (COVID-19) or some other illness, or in a worst-case scenario, you or a loved one dies while abroad, your policy may cover emergency transport, medical evacuation and repatriation expenses home to the UK.

Keep in mind that you’ll first need to contact your private medical insurance (PMI) provider (if applicable) and follow their emergency medical procedures and their claims procedures. Cover available under this travel insurance policy is in excess of any cover provided by your PMI. Also, provide us with details of your PMI provider to help us coordinate your care. Where your PMI provider does not cover you, contact our 24/7 Emergency Assistance team before incurring medical costs. You must let us know how you are going and keep in contact with our EA team until you no longer require treatment or assistance.

What’s covered

Depending on where you are and what’s happened to you, there may be 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;
  • Another city, neighbouring country or back home for the most appropriate medical care.

If repatriation is medically required in the opinion of our Emergency Assistance team, there may be cover for:

  • Reasonable, medically appropriate transportation to get you home, including air ambulance and class upgrades;
  • Other reasonable additional expenses such as a medical escort or the costs of your travelling party, a friend or a close relative to travel home with you, or to accompany your insured child if you’re not able to.

If you die overseas, then the repatriation cover includes:

  • Funeral expenses (burial or cremation) overseas; or
  • Transport of your remains home; or
  • Cremation overseas and transport of your ashes home.

How it works

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

  • Contact our 24/7 Emergency Assistance team as soon as possible and remain in contact until your return home or until you no longer require treatment or assistance.
  • Work in consultation with the emergency assistance service medical consultant to decide and arrange the most appropriate transportation.
  • Be aware that if our Emergency Assistance team is not contacted or if you arrange your own repatriation or transport that is determined to not be medically necessary or reasonable under the circumstances, cover may be limited.

Where you go, when and how you get there, the availability of transport and the suitability of the medical facilities nearby will depend on where you are located and your medical situation.

What’s not covered

Here are some of the main things that aren’t covered:

  • The cost of a return flight home if you don’t already have one. Why? Because cost of a return flight is considered a normal travel cost.
  • If you refuse to be repatriated after being declared medically unfit to continue on your trip, then any ongoing or additional costs are yours.
  • Any expenses that relate to a pre-existing medical condition as explained in the Policy Wording.
  • Any costs you incur once you get back home.
  • Anything else that's listed in the general exclusions of the policy.

The policy isn’t designed to cover everything, so take the time to read the terms, conditions, limitations and exclusions in the Policy Wording for full details, so that there are no surprises if you need to use it. 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.

  • Monday to Friday 9:00am - 5:00pm (UTC/UTC+1) (For policies purchase on or after 1 November 2018)
  • Monday to Friday 9:00am - 5:00pm (GMT/BST) (For policies purchased before 1 November 2018)

Contact us

Phone

For policies purchased on or after 1 November 2018:


0800 260 5081


+353 21 237 8000

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For policies purchased before 1 November 2018:


0330 660 0738


+44 (0) 330 660 0738