In the event of a medical emergency abroad you must contact ACE assistance on +44 (0)20 7173 7177. ACE Assistance can help you with medical advice, payment of medical bills abroad and can arrange for you to be brought home if this is medically necessary.
ACE Assistance will guarantee the fees of the hospital and attending doctor(s), so generally, you don’t pay for your costs and then claim them back from us. In cases where the expenses are small, you may opt to pay, or be asked to pay, and claim the money back. Please talk to our emergency assistance service, unless the case is very minor, and they will decide what to do.
If you simply wish to make a claim under your policy, you can see our guidance on claiming and print the relevant claim form.
Before you travel to Europe, you should obtain a European Health Insurance Card (EHIC). The EHIC replaces the E111 form. If you require medical treatment in Europe and use an EHIC, we will waive any policy excess that would apply to your medical expenses cover.
An EHIC entitles you to reduced-cost, or free, medical treatment that becomes necessary while you’re in a European Economic Area (EEA) country or in Switzerland.
The EEA consists of the European Union (EU) countries plus Iceland, Liechtenstein and Norway. Switzerland applies the EHIC arrangements through an agreement with the EU.
For more information or to apply for your free EHIC visit the Department of Health website.
If you require medical treatment in Australia or New Zealand, you must register for treatment with Medicare or the equivalent scheme in New Zealand. If you do not, we may reject your claim or reduce the amount we pay to you.
Medicare is Australia’s equivalent of the National Health Service. Australia operates a reciprocal health agreement with the UK where you must enrol in Medicare to get free public hospital treatment.
New Zealand operates a similar scheme.
For more information visit the Department of Health website.