The Importance of Calling Your Travel Assistance Service in a Medical Emergency Abroad

Did you know that, in addition to emergency medical coverage, one of the greatest benefits of your travel insurance with soNomad is access to a travel assistance service that serves as your lifeline in a medical emergency abroad?

Imagine this: you’re travelling far from home, and suddenly, you start feeling unwell. You need medical care, but you have no idea where to turn to. Private or public hospital? Do you need to pay upfront? And what if you don’t speak the local language?

This is where emergency travel assistance comes in handy. No matter which soNomad travel insurance policy you select, travel assistance is always included. It’s a crucial part of your coverage that can make all the difference if something goes wrong while you’re travelling.

Here are frequently asked questions to help you better understand the importance and role of this emergency assistance service.

What Is the Emergency Travel Assistance Service?

Your travel assistance service is much more than just a phone number to call in a medical emergency. It’s a dedicated service that connects you with appropriate medical care—equivalent to or better than what you would receive in your home province.

Your insurer’s in-house health professionals ensure you receive the right treatment while protecting you from unnecessary or excessive care. They can even intervene on your behalf to prevent wrongful charges.

A good example? Some hospitals abroad, such as those in Mexico, have been known to demand a credit card deposit before admitting a patient—sometimes as high as $20,000 or more. Unsurprisingly, the final charges tend to be very close to that deposit, even though they shouldn’t realistically reach that amount.

In some cases, hospitals may even hold on to your passport until payment is made.

With reliable insurance and effective assistance, you can avoid these stressful situations, as your emergency travel assistance service handles the necessary arrangements for you.

When Should You Contact the Emergency Travel Assistance Service?

As soon as you experience a health issue while travelling, it’s essential to call your emergency travel assistance service before seeking medical care. Whether it’s a mild cold or a more serious medical issue, a call to the assistance team ensures you’re directed to the right clinic or hospital for your needs.

If the situation is critical—like a heart attack—you must, of course, call local emergency services first (e.g., 911).

However, contacting the travel assistance service immediately afterward is equally important. The team will coordinate your care and ensure you receive high-quality treatment.

How Does the Emergency Travel Assistance Service Assess Your Medical Condition Remotely?

The assistance team works closely with both local medical specialists and your insurer’s physician-advisors to evaluate your condition and make the best decisions for your care.

The priority is always to make sure you receive proper treatment in a reputable facility. If local medical resources are insufficient, a transfer can be arranged to a better-equipped hospital—whether in another city or even another country. For example, if you’re in a remote region of Africa, you may be transferred to Europe for better treatment.

Depending on the severity of the case, your insurer may even decide that it’s best to repatriate you to Canada rather than have you treated on-site.

How Does the Emergency Travel Assistance Service Monitor Your Medical Case?

The travel assistance service doesn’t just arrange your initial care. Throughout your hospitalization or treatment, your insurer’s case managers stay in contact with the local medical team to track your progress. This ongoing communication allows for adjustments in your care if needed and ensures you receive the best possible treatment.

If medical repatriation is needed, the emergency travel assistance service handles all logistics. Depending on your condition, you may be transported on a commercial flight with a nurse or doctor on board, or in a fully equipped air ambulance. In such cases, no fewer than three medical teams will coordinate the transport to ensure everything is handled safely.

Can the Emergency Travel Assistance Service Pay Your Medical Expenses Upfront?

Yes! In most cases, the emergency travel assistance service arranges direct payment with the hospital, sparing you from having to cover exorbitant costs out of pocket.

If a treatment is not covered by your insurance, the assistance team will inform you and have you sign a document confirming your responsibility for those expenses. However, they will still guarantee you access to the insurer’s negotiated preferential rates.

What if You Don’t Speak the Local Language?

No problem! Whether you need to understand a diagnosis or ask a doctor questions, the emergency travel assistance service provides medical interpretation support. At all times, your insurer makes it clear that you fully understand your health condition and the care you're receiving.

Can the Travel Assistance Service Contact Your Family in Case of an Emergency?

Absolutely. The assistance team stays updated on your condition and can inform your family as needed to facilitate communication. If your hospitalization is prolonged, they can even arrange for a loved one to travel to be by your side.

Travel Assistance: A Service That Has Your Back

Travel assistance provides an essential safety net in the event of a medical emergency abroad. By offering quick access to quality care and seamless support, it allows you to travel with greater peace of mind—free from financial or logistical concerns.

Before you leave, get a quick travel insurance quote with soNomad to take advantage of this essential protection!

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