If you become ill or injured while travelling abroad, the help available depends on how serious your condition is.
For minor illnesses or injuries, you can use our free 24/7 Doctor Please! Teledoctor service or seek appropriate local medical treatment.
For serious illnesses, injuries or hospital admissions, our Emergency Medical Assistance Service is available 24 hours a day, 365 days a year.
Emergency Medical Assistance: +44 (0)330 123 2370
If you need immediate emergency treatment, contact the local emergency services first. Do not delay urgent medical care while trying to contact your insurer.
If you experience a serious medical emergency:
Seek immediate medical attention. Contact the local emergency services or attend the nearest appropriate emergency department.
Contact our Emergency Medical Assistance Service as soon as possible.
Provide your insurance details so the assistance team can identify your policy.
Follow the advice of the medical professionals and assistance team regarding your treatment and any necessary travel arrangements.
Keep medical records and receipts for any expenses you incur.
Our Emergency Medical Assistance Service can help coordinate appropriate medical care and, where necessary and covered by your policy, arrangements for returning you to the UK.
Telephone from abroad: +44 (0)330 123 2370
Telephone from the UK: 0330 123 2370
Availability: 24 hours a day, 365 days a year.
The service is provided by Inter Partner Assistance.
For less serious medical problems, such as a minor illness or injury that does not require emergency hospital treatment, you have two main options.
CoverForYou provides access to Doctor Please!, an English-speaking Teledoctor service available 24 hours a day, seven days a week.
The service allows you to speak with a doctor remotely without leaving your accommodation.
Where medically appropriate, the doctor may be able to issue a prescription that can be used locally.
The consultation is free to access for eligible CoverForYou policyholders while travelling outside the UK.
Important: A Teledoctor is not a replacement for emergency medical treatment. If your condition is serious or requires immediate attention, seek local emergency care.
Open your CoverForYou Customer Zone.
Find your policy and select More.
Choose Speak with a doctor.
Confirm that you're currently travelling outside the United Kingdom.
Note your access code and select the insured traveller who requires medical assistance.
You'll be transferred to the Doctor Please! platform, where you can request a telephone or video consultation.
Learn more about the free Teledoctor service
If you need an in-person examination, you can visit an appropriate local medical provider.
Eligible emergency medical expenses may be reimbursed through your travel insurance, subject to the policy terms and conditions.
You may need to pay the provider directly and reclaim eligible costs afterwards.
Keep:
Medical reports or consultation notes.
Itemised invoices and receipts.
Prescriptions and pharmacy receipts.
Evidence of any other medical expenses.
Not all private treatment or medical expenses are covered, so check your policy and contact the Emergency Medical Assistance Service if you're unsure.
You must contact our Emergency Medical Assistance Service as soon as possible if you're admitted to hospital as an inpatient.
This allows the assistance team to understand your circumstances, liaise with medical providers where appropriate and assist with arrangements covered under your insurance.
If you cannot contact us yourself, someone else can call on your behalf.
For example, this could be:
A family member or travelling companion.
A member of the hospital staff.
Another person assisting you during the emergency.
You should not delay urgent treatment while waiting to speak to the assistance team.
To help the Emergency Medical Assistance Service deal with your case efficiently, have the following information available where possible:
Your full name and address.
Your policy number, shown on your Policy Schedule.
Your contact telephone number abroad.
Your GP's name, address and telephone number.
The name and location of the hospital, if you've been admitted.
Don't worry if you cannot immediately provide everything. Contact the team as soon as you're able.
If you're seriously ill or injured and it becomes medically necessary for you to return to the UK, our Emergency Medical Assistance Service can help arrange repatriation.
Depending on your circumstances, this may include:
Suitable transport back to the UK.
Medical assistance during your journey.
A medical escort where required.
Additional transport or accommodation arrangements where covered.
Repatriation must be authorised in advance by the Emergency Medical Assistance Service.
Do not independently arrange expensive medical transport or repatriation without first contacting the assistance team, except where immediate emergency action is necessary.
The assistance team will assess your circumstances and determine which arrangements are medically appropriate.
If an unforeseen illness or injury means you cannot return home as planned, your policy may cover medically necessary additional transport or accommodation expenses.
Depending on your circumstances and the applicable terms, this may include:
Additional accommodation while you recover.
Alternative transport home.
Someone staying with you or travelling to assist you.
A medical escort for your return journey.
Some arrangements require prior authorisation from the Emergency Medical Assistance Service.
Contact the team before making additional travel or accommodation arrangements where possible.
Yes, where applicable.
If you're travelling somewhere that accepts a UK Global Health Insurance Card (GHIC) or a valid European Health Insurance Card (EHIC), you can use it to access eligible state-provided healthcare.
A GHIC or EHIC does not replace travel insurance.
It does not provide the same protection for costs such as medically necessary repatriation to the UK.
How Much Emergency Medical Cover Do I Have and Do I Need a GHIC or EHIC?
Yes.
The free CoverForYou TravelMate app provides access to our Emergency Medical Assistance Service.
You can use TravelMate to make internet-based calls over WiFi or mobile data, helping you contact the assistance team from abroad without using a normal international telephone call.
The app also includes useful features such as local emergency telephone numbers and translation tools.
Important: TravelMate calls require an internet connection. Mobile data charges may apply depending on your network and roaming arrangements.
What Can I Do with the CoverForYou TravelMate App?
If you've already received eligible medical treatment and need to reclaim expenses, you can register a claim through our general travel insurance claims service.
Keep any supporting documentation, including medical reports, receipts and evidence of payment.
Depending on your claim, the claims administrator may also request medical history information or additional evidence.
How Do I Make a Travel Insurance Claim?
What Documents Do I Need for an Emergency Medical or Repatriation Claim?
Use this quick guide:
Situation | What to do |
|---|---|
Serious illness or injury | Seek emergency medical care and contact Emergency Medical Assistance |
Hospital admission | Contact Emergency Medical Assistance as soon as possible |
Minor illness or injury | Use Doctor Please! or an appropriate local medical provider |
Need to return home for medical reasons | Contact Emergency Medical Assistance before arranging repatriation |
Need to reclaim medical expenses | Register a general travel insurance claim |
Need general information about your policy | Contact CoverForYou Customer Services |
24/7 Emergency Medical Assistance: +44 (0)330 123 2370
General Claims: 0330 123 3315
CoverForYou Customer Services: 0203 137 8981
TravelMate: Download the free app
For more information, visit our Travel Insurance Claims page.
Important: All cover is subject to the policy terms, conditions, exclusions, cover limits and any applicable excess.
