Frequently Asked Questions

What assistance is available?

Medical assistance abroad

The Emergency Assistance Service provided by AXA Travel Insurance has the medical expertise, contacts and facilities to help should you be injured in an accident or fall ill.

The service operates 24 hours a day, 365 days a year offering you peace of mind during your travels.

Travel with confidence in the knowledge that experts are only a telephone call away no matter how far from home you happen to be.

AXA TRAVEL INSURANCE – +44 (0)203-126-4042

The Emergency Assistance Service will also arrange transport home when this is considered to be medically necessary or in the event that you are informed about an illness or death of a close relative (close relative definition also includes your domestic partner) or close business associate at home.

Payment for medical treatment abroad

If you are admitted to a hospital or clinic whilst abroad, the Emergency Assistance Service will arrange for medical expenses, covered by the policy, to be paid direct to the hospital or clinic. To take advantage of this benefit you or someone on your behalf must contact the Emergency Assistance Service as soon as reasonably possible.

If you require out-patient treatment, you can pay the hospital or clinic yourself and claim back the medical expenses when you return home. However, please be aware of requests for you to sign for excessive treatment or charges. If you are in any doubt at all please contact the Emergency Medical Service for guidance.

Travelling in the EU, EEA or Switzerland?

If you are travelling to countries within the European Union (EU), the European Economic Area (EEA) or Switzerland you are strongly advised to obtain a European Health Insurance Card (EHIC). You can apply for an EHIC on line at or at or by telephoning 0300 330 1350.

Travelling in Australia?

If you find that you need medical treatment in Australia you must enrol with a local MEDICARE office. It is not necessary to enrol when you arrive but it is necessary that you enrol after the first occasion that you receive treatment. In-patient and out-patient treatment at a public hospital will then be available free of charge.

Details on how to enrol and the free treatment available can be found by visiting either or the MEDICARE website on Alternatively please call AXA Travel Insurance on: +44 (0)203-126-4042.

If you are admitted to hospital you must contact the Emergency Assistance Service as soon as possible and get their authorisation for any treatment not available under MEDICARE.