Frequently Asked Questions

How do I access these services?

As a Policyholder you can call us anytime or you can log into our secure member-assistance pages on this website.
To ensure a prompt response when calling, please be prepared to provide the following:
(a) the name of your employer and your employer's policy number
(b) your name, location and country of residence
(c) your condition, symptoms or query
(d) a telephone number we can contact you on

What do I need to register on the member-only assistance website?

If your company has an insurance policy you can access our member-only assistance website. Please contact your human resources
or risk management department for the policy number and further details on how to access our secure website.
1. The first step is to click on the "Sign In" link in the upper right corner of this website's home page. To complete your registration, click
on the "Register" Here? link underneath the Login button and provide the following required fields on the registration page:
Your first name, last name, email address, policy number and organisation / company name.
2. Click on "Submit" and you will receive an automated email with your temporary password.
3. Click on the link within the automated email and complete the registration process where you can also change your password.

What if I forgot my password on the member-only assistance website?

The first step is to click on the "Sign In" link in the upper right corner.
Click on the "Forgot Your Password" link next to the Login button. To recover your password, enter the email address you registered
your account with. You will receive an automated email with your temporary password.

What if I do not know my policyholder number to register on the member-only assistance website?

Please consult your company's human resources or risk management department for further details on accessing our secure website.

What if I have pre-trip questions about my travel destination?

Call us or e-mail us with any pre-trip questions.

What should I do if I get sick or hurt?

Call your assistance centre for help.

What if I need a lawyer while overseas?

Call your assistance centre to receive referrals to local, legal providers.

What if I need prescription medication?

If you require a prescription and it cannot be obtained locally, or you need to replace lost, stolen or depleted medication, we will, subject
to local regulations, arrange for the shipment of the needed medication.

What happens if I'm hospitalised?

Please call your assistance centre and we'll talk to the medical team treating you to discuss your care and the appropriate steps for your safe and speedy recovery. Our Medical Team will monitor your condition until it has been resolved or you have safely returned home.

What if local medical facilities are not adequate?

If you are hospitalised in an area where adequate medical care is not available, we will arrange to evacuate you to a medical facility
capable of providing the required care if deemed necessary. Our physicians supervise every evacuation. When necessary, a medical
specialist or nurse will accompany you during the evacuation.

What happens when I am released from the hospital and still need help?

When your condition is stabilised and your treating physician along with our medical staff agrees it is medically appropriate or advisable
to bring you home, or to a facility near your permanent residence, we will arrange your repatriation under medical supervision.

What happens in the event of death while traveling?

In the event a covered traveller dies while travelling, we will work with all relevant local and home-country authorities to obtain the
required clearances necessary to arrange transportation for the return of mortal remains.

What if I am having issues using the assistance website?

In the event you experience any issues with the website and are unable to find answers to your questions in this FAQ please email You may also reference this user guide or video.
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