Emergency Assistance

Our team provides 24/7 support during your trip

24/7 Emergency Medical Assistance

+61 2 9234 3123 or +61 2 8256 1523

So we can easily assist you, please be ready with the following information:

  • Your policy number.
  • A contact number for where you are now.
  • The nature of your emergency.
  • If you are ill or injured we will need details of medical consultations you have had.

We'll accept a reverse charges call or you can claim the costs to call our emergency assistance team. Reverse charges calls can be made in most countries by contacting the international operator, however, there may be restrictions when using mobiles. If you aren't sure then ask your hotel reception to connect you. 

More ways to get help

From experience we understand that the telephone isn't always suitable for every situation. Other ways you can get in touch if you need help:

Email isn't as fast as the telephone but our Emergency Assistance team monitors this 24/7

[email protected]

Most of our customers are on Facebook and so are we. If you have WiFi access, ask for help on our Facebook page which is monitored during business hours.

[email protected]

Common Travel Troubles

We know there are a million and one things that can happen on your trip and each one is slightly different to the next, so here is some information about what to do in these everyday situations.

Lost luggage is a surprisingly common phenomenon. Nowadays most airlines electronically tag all bags, and even if they get put on the wrong flight, they'll usually find their way to your hotel in 24 hours. In most cases, once it does arrive, a courier service will deliver it from the arrival airport to you at your hotel with delivery charges paid by the airline. Read more

The policy offers cover for permanently lost, stolen and accidentally damaged luggage items. Check the guidelines here.