TRAVEL ASSISTANCE FAQ

Q. How do members access the Travel Assist Service?
A. Members simply call a toll-free phone number to access the Worldwide Travel Assistance Network. If a toll-free number is not available from within a country to which the member is traveling, they can call Travel Assistance collect. The telephone access numbers are printed in the member’s fulfillment kit and on the membership card.

Q. When do members utilize the services?
A. Travel Assistance is available 24 hours a day, every day of the year. Many times people are under the impression that the services are used only in serious cases. Be assured that Travel Assistance is there to help with any type of illness or injury, regardless of the severity.

Q. Is there a part of the world where Travel Assistance cannot provide services?
A. No. Travel Assistance services extend worldwide.

Q. How many cases does Travel Assistance handle a year?
A. Travel Assistance manages approximately 30,000 cases per year in virtually every country of the world; of which, approximately one half are emergency medical cases.

Q. How does Travel Assistance help locate appropriate medical care?
A. Travel Assistance has a global network of over 40,000 international providers. The network contains hospitals, clinics and physicians, as well as other providers geared uniquely to the travel insurance industry, such as air ambulances, house call physicians and medical escorts. Travel Assistance has rigorous credentialing and recredentialing standards. Travel Assistance members are provided referrals based on the medical specialty needed, location, language, office hours, training, etc.

Q. Does Travel Assistance require that members go to specific hospitals, doctors, or clinics?
A. In order to reap the full benefits of our service, we strongly recommend that members contact Travel Assist before entering hospitals so that we can refer them to facilities that we have previously worked with. Travel Assistance refers its members to the best providers in the area. If our members go to other providers, Travel Assistance cannot be certain of the level of treatment. However, Travel Assistance will provide the same assistance services regardless of where the members are treated.

Q. What happens in the event of a hospitalization?
A. It is important that Travel Assistance is notified as soon as possible. Travel Assistance will then monitor the members care and work through the complex details of foreign hospitalizations. Travel Assistance will immediately speak with the treating doctor to assess the member’s condition, treatment plans and whether or not an evacuation is necessary. Travel Assistance will update member’s family, employer and personal physician as appropriate. In addition, Travel Assistance will coordinate all insurance verifications and admission details.

Q. How does Travel Assistance facilitate hospital admissions?
A. Travel Assistance will coordinate all billing and insurance verifications, including settling any guarantees of payment. This ensures that there is no delay or denial of medical treatment because a member is unable to make the up-front payment or because a member's insurance is not recognized.

Q. What if the local facilities are not capable of providing treatment?
A. In evaluating the local facilities, Travel Assistance considers such factors as the quality of the blood supply, medical technology and specialties available, use of sterile equipment and the patient's medical requirements. If facilities are inadequate, the Travel Assistance Regional Medical Advisor will report on the safety of such and evacuation, any medical needs the patient may require en route and the evacuation plan details. Travel Assistance will consult with all parties involved and fully manage the issues surrounding the evacuation.

Q. Once a member is released from the hospital, do the services end?
A. Travel Assistance assists with a member's case until they have returned home or have received final treatment.

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