Calling the assistance center shouldn’t be an improvised effort. When you need medical help after a sudden illness or accident, stress can easily make it difficult to convey the most important information. A few minutes of preparation will allow you to speak clearly, answer questions, and write down further instructions. Most importantly, however, make sure to use the information provided in your own policy—numbers, procedures, and required documents may vary between insurers and insurance plans. Below you’ll find a practical guide to the conversation: from finding the assistance number, through describing the incident, to gathering the documents needed later to file a claim.
What to Prepare Before the Call
Start with your insurance document. You’ll find the contact information for the emergency call center specific to your policy on the policy itself. Do not use a number found in a random list or a contact listed on an old contract. You’ll need the correct assistance number assigned to the current policy.
Before dialing the number, have your insurance policy, ID, and a phone with a fully charged battery ready. Have a piece of paper and a pen or an open notebook handy. According to Uniqa’s General Terms and Conditions of Insurance from 2020, the procedure for requesting assistance requires contacting the Emergency Center by phone at the number listed on your policy. During the call, you must provide, among other things,. policy number, the insured person's first and last name, and contact number. This is an example of the requirements from a specific document—it is not a universal list that applies to all insurance companies.
It's a good idea to have the following on hand:
If you can't find the contact information right away, check your policy document and the materials you received when you signed the contract again. Don't assume that all products from the same insurer use the same contact process. Current policy number It's a safer starting point than a number saved in your phone beforehand.
For a more detailed description of how post-incident assistance works, see the guide on this topic When to Go to the Emergency Room with Foreigner's Insurance.
How to describe the situation to a consultant
A good conversation starts with one short sentence: who you are, what policy you have, and why you’re calling. Then, answer the questions in the order the consultant asks them. You don’t need to use technical terms. A clear description is much more important need for medical care.
You can start like this:
„My name is [first and last name], and I am the insured person. My policy number is [number]. I am calling because [brief description of the incident]. I am currently at [location]. Please contact me at [phone number].”
Next, organize the information into three sections:
- What Happened — Describe the fact without making elaborate assumptions.
- Where is the insured person located? — Provide enough detail about the location so that the consultant can understand the situation.
- What kind of help do you need? — Tell us what you expect from the assistance center, and if you're not sure, ask us for guidance on how to proceed.
According to Uniqa’s 2020 General Terms and Conditions, the insured person is required to explain to the Emergency Call Center representative the circumstances they are facing and what kind of assistance they need, to allow the Emergency Call Center’s medical staff access to their medical information, and to follow the Emergency Call Center’s instructions. These requirements illustrate why simply saying „I feel sick” may not be enough to process a claim. Provide the information the consultant requests and write down the instructions you receive.
Speak calmly and clearly. If you can't remember something, just say so. Don't guess or fill in the blanks with assumptions. When you call on behalf of someone else, explain your role right away and make sure you can provide the information needed to process the request.
If you need help communicating while using this resource, please also read How to find an English-speaking doctor.
How to Conduct a Conversation with Assistance
After explaining the situation, let the consultant take the lead in the conversation. Answer questions one at a time, focusing on each one. If a request or instruction is unclear, ask them to repeat it or explain it more simply. The most important thing is to know exactly what your next step is once the conversation is over.
During the conversation Make a note of the instructions you were given. Make a note of what information or documents will be needed, whether the center expects you to contact them again, and what your next steps should be. If the representative provides a case number, include it in your notes as well. However, don’t assume that every company uses the same system or always assigns a number during the first call.
Ask a few brief clarifying questions:
This last question is particularly useful. Summarize the key points in your own words This allows you to address any misunderstandings while you're still on the call. If the call is disconnected, call the number listed on your policy again and briefly summarize what has been discussed so far.
The initial contact with the assistance provider and the subsequent filing of a claim are not always the same step.
Keep the discussion about organizing assistance separate from the process of filing a claim. Do not expect that the call alone will replace the submission of the documents required by the terms of the insurance policy.
For the product described in Compensa’s General Terms and Conditions of Insurance (OWU) from 2026, the insurer agrees to arrange medical assistance related to health issues and to cover the costs of such assistance within the limits specified in the product terms and conditions —until the insured’s health condition allows for a return or transport to the country of permanent residence. However, this does not mean that all expenses are automatically covered. The scope of coverage must always be interpreted in conjunction with the terms of the individual policy and the applicable General Insurance Terms and Conditions (OWU).
What to Do After the Call Ends
Right after the call ends, jot down some notes before the details slip your mind. Write down the date of the call, the recommendations you received, and a list of materials you need to provide. Then Follow the center's recommendations to the extent that they were provided in connection with your case.
Do not discard any documents you received in connection with the incident. According to Uniqa’s 2020 General Terms and Conditions, a claim for medical expenses must include the policy number, a detailed description of the circumstances, and a medical report describing the injuries, diagnosis and recommended treatment, as well as the specified financial and hospital documents. This is the list required by these specific General Terms and Conditions. Your contract may require a different set of documents or a different method of submitting them.
Compensa’s General Terms and Conditions of Insurance from 2026, in turn, specify the obligation to provide the requested explanations, submit the necessary medical documentation and other evidence, and follow the instructions received. The practical conclusion is simple: Keep complete documentation of the case, but be sure to check your insurer's requirements before sending it.
It’s a good idea to gather all the materials in one place and give the files clear, descriptive names. Do not modify the content of the documents or discard the originals. If anything is missing, contact the service center or your insurer to find out how to complete the claim, rather than creating replacement documents on your own.
A detailed outline of the next steps is described in Instructions for Filing a KL Insurance Claim. In the event of a more serious incident, see also: Hospitalization and Reimbursement of Costs Through KL Insurance.
Frequently Asked Questions
Is there a single assistance number for all policies?
No. The assistance number is listed in the specific insurance policy documents. Check your policy before the call, even if you have a previous contact on file, and do not transfer the number from your old contract to the new case.
What information should you provide at the beginning of the conversation?
To get started safely, provide the insured person’s first and last name, policy number, contact number, current location, and a brief description of the situation and the assistance needed. This information corresponds to the procedure described in Uniqa’s 2020 General Terms and Conditions, but a consultant may request additional information in accordance with the terms of your contract.
Is it necessary to know technical medical terms?
Do not make up a diagnosis. Describe what happened and answer based on the information you have. If you have a medical document, provide its contents when the consultant asks for it. An accurate description is more important than technical vocabulary.
Will the assistance center always arrange for help at no additional cost?
We cannot make that promise based on the phone alone. The coverage, limits, and billing method depend on the specific policy and the General Terms and Conditions. Please ask for a clear explanation of the next steps and do not interpret general information as a guarantee that every cost will be covered.
Does the phone complete the entire request?
Not necessarily. The initial conversation may serve to provide information and receive instructions, and filing a claim may require the submission of documents at a later date. Further steps are outlined Next Steps for Filing a KL Insurance Claim.
What should I do if I don't understand the consultant's instructions?
Ask them to repeat it, explain it in simpler terms, and confirm in your own words what you're supposed to do. Don't end the conversation without clarifying the next step. If another person is handling the matter on behalf of the insured, that person should clearly explain their role.
Insurance and Support for the Future
The best preparation begins before an emergency occurs. Write down the assistance number from your current policy, keep your insurance document in an accessible place, and check who is covered. Read the contact procedure and the rules for submitting documents. Your General Terms and Conditions are more important than general instructions found online.
If you're just starting to look into medical insurance for a foreign national, go to the calculator and form on this page. Review the available terms and conditions before signing the contract.
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