Sick abroad? How to use your EUROASIA travel policy

Save three things before your trip

Download the policy PDF to your phone. Save the policy number and assistance contact separately too: you should be able to find them even without internet access. You may also need your identity document and a copy of the policy when treatment is arranged.

Your EUROASIA policy shows the assistance number. Add it to your contacts in advance so you do not have to search through your email when you are unwell.

What to do

1. If there is an immediate threat to life or health, call an ambulance or go to the nearest clinic.
2. If there is no immediate danger, call the assistance number shown in your policy.
3. Go to the clinic designated by assistance and show your policy.
4. Keep every medical document, prescription and receipt.

Step 1. Decide how urgent the situation is

If there is severe bleeding, loss of consciousness, difficulty breathing or another immediate danger, do not wait to speak with the insurer. Call the local emergency service or go to the nearest medical facility.

Under EUROASIA's offer terms, if you cannot contact assistance before seeing a doctor, you may do so at the first opportunity. Show your policy to the medical staff at the clinic.

Step 2. In a non-emergency, call assistance first

If you experience a sudden illness or injury, call the number in your policy. 1147 is EUROASIA's contact centre, but for help during a trip you should use the assistance contact stated in your policy.

Be ready to give the operator:

1. the insured person's full name;
2. the policy number and validity period;
3. your country, city and exact address;
4. what happened and your current symptoms;
5. a telephone number where you can be reached.

The operator will check your policy territory and limits. They will then tell you which clinic to visit, how to call a doctor, or what to do next if you need medical transportation.

Step 3. Go to the clinic designated by assistance

Show your policy at the clinic and follow the assistance company's instructions. If the insured event meets the offer terms, assistance may arrange direct payment of the clinic's bill. Costs are limited by the benefits of your selected plan.

A procedure not prescribed by a doctor, treatment at an unlicensed clinic, or medical transportation that was not agreed in advance may not be reimbursed. Check with assistance before choosing a clinic yourself; otherwise, the bill may not be covered in full.

Step 4. If you paid yourself, collect every document

Sometimes you need urgent care or cannot reach assistance immediately. If you pay the costs yourself, a receipt alone is not enough to claim reimbursement.

Keep the following:

• an insurance payment application;
• your policy;
• an original itemised medical certificate or invoice on the clinic's letterhead or bearing its stamp, showing the patient's full name, diagnosis, date, duration of treatment, services and prices;
• original prescriptions issued by the doctor and stamped by the pharmacy;
• test referrals and laboratory invoices;
• financial documents proving payment;
• an identity document;
• an extract from the medical record showing the diagnosis, examinations, treatment and recommendations.

If the documents are not in Russian or English, you will also need translations. The recipient of the payment bears the translation costs.

Submit the application within 30 calendar days of the event and no later than 30 days after returning from the trip. Once all documents have been submitted, EUROASIA makes its decision within 15 working days. Payment is transferred within 5 working days after the insured-event report has been drawn up.

Plan limits

The travel policy has no deductible: cover applies from the first euro, subject to the offer terms and plan limits. Each service also has its own sublimit.

Dental cover is limited to relief of acute pain and initial care: an X-ray, medication, a temporary filling or tooth extraction. Planned treatment and prosthetic dentistry are not covered.

If your condition requires it, medical evacuation or medical repatriation may be arranged within the policy limit. Speak to the insurer before arranging such transport yourself: medical transportation that was not agreed in advance may not be reimbursed.

When a claim may be declined

The policy does not automatically pay every treatment bill. Under the offer terms, payment may be affected if:

• the event occurred outside the policy period or territory;
• assistance was not notified in time and there was no medical reason for the delay;
• the documents are incomplete or do not confirm the event;
• the treatment was planned, or the visit was for a general check-up or prevention;
• the necessary option and coefficient were not selected for sport or active tourism;
• a vehicle was driven while intoxicated or without a valid driving entitlement;
• the service was not medically necessary or prescribed by a doctor.

Planned treatment of a chronic condition is not covered. If there is a sudden flare-up or complication, the limit is up to €500. Routine pregnancy examinations and services are not covered either; the limit for a life-threatening situation is €500.

What to remember during your trip

• If there is an immediate danger, call emergency services first and notify assistance as soon as possible.
• In other cases, call the assistance number in your policy first, then go to the recommended clinic.
• Show your policy and keep copies of every medical document, prescription and receipt.
• To claim expenses you paid yourself, follow the deadlines and document list in the offer.
• Check the plan's territory, limits and exclusions before travelling.