Self-service portal
Emergencies while travelling: get help fast, wherever you are
Whether it's medical support, lost documents, or travel disruptions, our team is always available to provide immediate assistance.
Our assistance partner
We work with leading global assistance companies to ensure you have the best care and support, no matter where you are. With local experts in most countries, we can handle any emergency situation with speed and precision.
How to get 24-hour emergency assistance
- Log onto the client portal here
- A WhatsApp chat will be available with geo location for the correct assistance company to assist you
Types of emergencies covered
Medical emergency
If you experience sudden illness or injury during your trip your policy makes provision for emergency medical and related expenses, including doctor visits, hospitalisation and prescription medication.
If you experience a sudden illness or injury while abroad, it's important that the Assistance company is contacted. You must obtain the assistance company's approval before incurring any medical expenses exceeding R10 000.
Luggage loss or delay
If your luggage is lost or delayed, please obtain an airline report or a property irregularity report from the airline. If your luggage is stolen, we will require a police report. In case of stolen cellphones, we require proof of blacklisting. Report to the nearest police as soon as possible.
Travel delay, weather conditions, and missed connections
You will require confirmation from the public conveyance confirming the cause of the delay and the length of the delay as well as confirmation of any airline contribution towards alternative travel arrangements.
Prepare for your trip: tips for handling emergencies
- Contact the assistance company immediately in the case of a medical emergency.
- Save our emergency contact numbers in your phone.
- Make photocopies of your passport and travel insurance policy.
- Share policy details with your next of kin.
- Keep your chronic medication with you on your person.
- Always be alert.
Need help now?
Don't wait. Log into your Client Portal for instant access to your policy details, emergency assistance tools, and more.
Emergencies while travelling
For immediate assistance, click here to find the correct emergency contact number associated with your policy.
Available 24/7
Help and FAQ's
Service-related FAQs
What should I do if I experience a medical emergency abroad?
In case of a medical emergency, contact our 24/7 emergency assistance helpline immediately. Our team will guide you through the next steps, including finding nearby medical facilities and arranging transport if necessary. The WhatsApp functionality in the client portal is equipped with geo location so that the assistance company can assign the correct assistance to you as soon as possible.
Who should I call if my belongings are lost or stolen?
Report the incident to local authorities as soon as possible and obtain a police report. Then, contact our customer support team to assist you with making a claim against your policy.
How can I reach assistance services if I'm in an area with limited phone connectivity?
In areas with limited connectivity, use our app to access emergency services via internet messaging or connect to a local Wi-Fi network. Our emergency support team can provide alternative ways to stay connected.
Does the service provide support for finding replacement flights in case of cancellations?
Yes, our assistance team can help you find and arrange alternative flights if your original flight is cancelled or delayed. Cover will be subject to the terms and conditions of the policy. Contact our support team for guidance on rebooking options and assistance with claims.
What steps do I need to take if I'm involved in a road accident abroad?
Ensure your immediate safety first, then contact local authorities and get a report of the incident. Notify our 24/7 helpline, and we'll assist with finding medical care if needed and guide you through the claims process.
Policy-related FAQs
Does my policy cover medical evacuation or repatriation if needed?
Yes, most of our travel insurance policies include coverage for medical evacuation and repatriation in case of severe illness or injury. Review your policy or contact our team for specifics on your coverage.
Am I covered for emergency medical expenses related to pre-existing conditions?
Coverage for pre-existing conditions varies by policy. Some policies provide limited coverage, while others exclude it. Please check your policy details to see if pre-existing conditions are covered.
Does the policy cover lost or stolen items, and what is the claims process?
Yes, most policies cover lost or stolen personal belongings. To make a claim, you'll need a copy of the police report and receipts if available. Contact our claims team for assistance with documentation requirements.
What happens if my trip is delayed or cancelled? Is this covered by my policy?
Many policies provide coverage for trip delays or cancellations due to certain conditions, such as severe weather, medical emergencies, or airline strikes. Review your policy terms or contact our team to confirm your specific coverage.
Is there a limit on the amount of emergency medical expenses covered?
Yes, each policy has a maximum coverage limit for emergency medical expenses. The limit varies depending on the policy you choose, so please review your policy document or contact us for details on coverage limits.
Emergency contact & register claim
Login/Register