What to do in a medical emergency

The 24-Hour Emergency Service is available 24 hours a day, 365 days a year for assistance with medical emergencies. Please note that this is not for casual enquiries.

You must notify the Assistance Service immediately of any serious illness or injury whilst abroad which necessitates admittance to a hospital as an in-patient, or before any arrangements are made for repatriation. A travelling companion may do this for you although most hospitals have a set procedure in place.

The Assistance Service is able to help you with:

• paying hospital and medical bills
• repatriation to your home country after a serious accident or illness if medically necessary
• rescheduling of disrupted travel plans
• replacement of lost tickets, passports or travel documents
• urgent messages to your family
• giving guidance and help to other members of the party
• interpreters in non English speaking overseas hospitals

As with other travel insurance policies, this insurance does not cover treatment or surgery which in the opinion of the Insurers is not essential or can reasonably be delayed until the Insured returns to his usual country of residence.

24/7 Medical Emergency Service- Contact Details

Global 24 Advisory & Assistance
Tel: +61 (0) 2 9312 5168
Email: assistance@global24.com.au

Please have the following information when calling the emergency service:

• your travel insurance policy certificate number
• dates of outward and inward travel
• details of the problem including the name and address of patient and nature of illness / accident
• name and telephone number of hospital and attending doctor
• details of usual doctor / general practitioner

How to make a travel insurance claim

Any occurrence or loss which may give rise to a claim should be advised immediately to our appointed claims managers, Corporate Services Network Pty Ltd (CSN).

The most efficient way to lodge your claim is online. Online lodgment also provides you with the ability to track the progress of your claim. We recommend you have your policy certificate number, travel itinerary, details of the incident, supporting documents (e.g invoices, receipts, incidents/loss reports etc) and your bank account details available when submitting your online claim.

You can submit your online claim by clicking here and following these steps;

1. Register with your email address

2. Once registered you will receive an email to guide you to set up your password

3. Once you have logged in, complete your claim details by answering all sections and submit your claim

4. Your claim will be assessed within 10 business days. We will let you know if further information/documentation is required

Alternatively, you can contact appointed claims handlers during normal office hours 09:00 to 17:00 Monday – Friday Australian Eastern Standard Time on the details shown below. Please provide your name, address, telephone number, policy certificate number and a brief description as to the nature of the claim.

Tel: +61 (0) 2 8256 1770
Email: claims@csnet.com.au

If medical attention has been received you should pay and obtain receipts together with a certificate showing the nature of the injury or illness.

Please note the following:

• Any loss or damage to baggage whilst in the custody of carriers (airline, bus company etc.) must be notified immediately in writing to such carriers, but in any event within three days, and a Property Irregularity Report (PIR) obtained.
• Any loss of money or personal baggage must be reported to the police within 24 hours of discovery and a written report obtained.
• Proof of ownership of personal belongings, if requested, must be supplied.
• In no event should a claim be notified later than 31 days after the expiry of the trip during which the claim occurred.