The 24hr emergency assistance number to call if you require help with an injury or illness on holiday:
for all policies issued up to and including 31st July 2025
If you purchased your policy before 1st August 2025 and your policy number starts with an eight 812345, your insurer is Allianz Assistance
Allianz Assistance +44 (0) 208 603 9693
for all policies issued from 1st August 2025 onwards
If you purchased your policy after 1st August 2025 and your policy number starts with a nine 912345 your insurer is Starr International (Europe) Ltd claims administered by International Medical Group (IMG)
IMG Assistance +44 (0) 292 168 4337
Email: [email protected]
Note: calls are usually answered very quickly but during busy periods, your call may be held in a queue. If you are queued for longer than 5-10 minutes it means other emergencies are taking longer to manage than normal but please hold or call back again shortly. The emergency assistance number is a 24 hour service. When your situation has been assessed by a co-ordinator, depending on the severity of your injury or illness, you will be referred to the medical assistance team who will manage your case.
For claims that will incur less than £500 in expenses, you should pay these yourself and make a claim on your return to the UK. For medical emergencies where expenses are likely to exceed £500, please contact the appropriate assistance team as soon as you can and before you agree to any hospital treatment.
If you have a non-urgent enquiry regarding a problem on holiday, email [email protected] and we will respond as quickly as possible and provide you with guidance.
In a medical emergency
Please tell the Assistance team immediately about any serious illness or accident abroad where you have to go into hospital or you may have to return home early or extend your stay because of any illness or injury.
If you are being asked to consent to an operation or hospital admission, do not sign or agree to treatment until it has been authorised by the Assistance team.
If you are unable to do this because the condition is life, limb, sight or organ threatening, you should contact the Assistance team as soon as you can or request a travel companion or the treating hospital staff to call on your behalf.
You must also tell the Assistance team if your medical expenses are over £500. If you are claiming for a minor illness or accident you should, where possible, pay the costs and reclaim the money from your insurer when you return.
Please provide your age and your insurance booking or certificate number. Say that you are insured with Snowcard. Below are some of the ways the 24-hour medical emergency assistance service can help.
Confirmation of payment
Your Assistance team will contact hospitals or doctors abroad and guarantee to pay their fees, providing you have a valid claim. The Assistance team may require written consent to contact your doctor to obtain details of any past medical history specifically relating to your claim.
For minor medical fees or piste rescue/ambulance charges below £500, pay these directly yourself and reclaim the costs on your return. If you are unable to pay minor costs yourself, call the Assistance team for help.
Repatriation
If the Assistance team medical advisers think it would be in your medical interests to bring you back to your home or to a hospital or nursing home in your home country, you will normally be transferred by regular airline or road ambulance. Where medically necessary in very serious or urgent cases, the Assistance team will use an air ambulance.
The Assistance team will consult the treating doctor and their medical advisers first. If you need to go home early, the treating doctor must provide a certificate confirming that you are fit to travel. Without this the airline can refuse to carry any sick or injured person.
You can contact the Assistance team at any time, day or night. Your call will be answered by an experienced assistance co-ordinator who you should give all relevant information to. Please make sure you have details of your policy before you phone.
NOTE: Failure to contact the medical emergency assistance service to obtain authorisation may result in your claim being reduced or declined. If you are travelling in a remote location and it is not possible to call the emergency assistance service, your guide or instructor can call emergency services on your behalf but you must contact the Assistance team as soon as you can. Any claim agreement is strictly subject to the policy terms and conditions.