FAQ

Do you cover pre-existing medical conditions? 

There is no guarantee that claims will be settled if there is a suspicion that the illness arose from a pre-existing condition.

Who do I contact if I have a medical emergency? 

All medical expenses must be approved by Europ Assistance Worldwide Services (South Africa) Limited at the time they are incurred. If the expense was not approved, then we will only pay a maximum of Rs. 10,000 for any one illness or injury.

If you have an emergency contact Europ Assistance’s 24-hour contact centres:
Tel: + 27 11 9918410
Fax: + 27 11 3883544

Do you cover optical and dental expenses?

Emergency optical and dental payments are limited to Rs. 2,000, unless payment is for treatment arising from an accident, or external, visible injuries caused by violence.

Are there exclusions to the policy?

The main exclusions are:

• Manual work in connection with a business or trade
• Costs associated with treatment you currently receive or that your medical advisers are aware will arise during your journey as a result of your current state of health
• Expenses incurred when you are travelling to seek medical treatment abroad
• For people aged 70 and older, any expenses incurred in connection with cardiac and/or cardio-vascular and/or vascular and/or cerebro-vascular illness or for repeated incidences or complications of the illness that, in the opinion of a medical practitioner appointed by Europ Assistance, can be reasonably related to any of those conditions
• The first Rs. 500 of each and every claim

Our Travel & Assistance policy contains other exclusions. Please read your insurance book carefully so you fully understand the cover and these exclusions.

How do I make a claim?

• Complete and sign a travel insurance claim form, remembering to include the policyholder's signature.
• Submit the form to us not later than 30 days after end of the journey, together with original receipts, treating doctor's reports and prescriptions.
• If the treatment has not been approved by Europ Assistance Worldwide Services (South Africa), you will only be entitled to a maximum of Rs 10,000 for any one illness or injury.