Emergency: call 112. If anyone is in danger or hurt, or there is a fire, safety and a call to 112 come first; everything else can wait.
What to do now
- In an emergency, call the country’s emergency number. In every EU country 112 works free of charge, from fixed and mobile phones. Treatment first; the paperwork later.
- Call your travel insurance assistance line as soon as you can. The number is on your policy, card or app. If it is not an emergency, call before treatment, so they can tell you where to go.
- In the EU, show your European Health Insurance Card in the public system. It covers necessary care that cannot wait, on the same terms as local insured people. It does not cover private care, repatriation or planned treatment, and it is not valid in the northern part of Cyprus.
- Ask whether the clinic is public or private. And whether it works with your insurer, before you pay, when the situation allows.
- For getting home, let the assistance line arrange it. Repatriation is covered only if your travel insurance includes it; ask before you book tickets yourself.
- If you lost your passport or need help, your embassy or consulate. Of the country of your nationality, in the country you are in.
Who to call
- 112 anywhere in the EU, or the country’s emergency number outside the EU.
- Your travel insurance assistance line (save the number before you leave).
- Your bank, if cards were lost, and your embassy or consulate for a passport or a serious problem.
- The services’ phone numbers and websites, checked on their official pages, are on the Who to contact page.
Documents and details you will need
- Passport or ID card and your European Health Insurance Card (check its expiry before you leave).
- Your travel policy number and the assistance line number.
- Medical reports, prescriptions, bills and receipts.
- Your flight booking and, for luggage, the airline’s report.
Deadlines
- Tell the assistance line as soon as possible; send the claim within the time the policy sets.
- For luggage, a written claim to the airline within 7 days for lost or damaged bags and 21 days for delayed bags.
What to avoid
- Do not assume the European card covers a private clinic or a flight home; it does not.
- Do not rely on GESY: it does not work as travel insurance.
- Do not leave out pre-existing conditions when you buy travel insurance; claims are judged on what you declared.
What the card does, what the airline pays and where travel insurance comes in: Travel insurance, the EHIC and passenger rights. If a claim is refused: The travel insurer won’t pay.
Sources
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This guide is general information, not legal or insurance advice. Deadlines, documents and cover are set by the terms of your policy; for general insurance, speak to an insurance intermediary registered for general business or to your insurer.