Making a travel insurance claim is stressful enough without unclear instructions. This guide walks you through exactly how to make an IATI claim — in a medical emergency, after a hospitalization, and for reimbursement — step by step.
Step 1: Call IATI Assistance Before Seeking Care
In a non-life-threatening situation, call IATI's 24/7 assistance center before going to the hospital. The assistance team will: identify the nearest appropriate medical facility, contact the hospital on your behalf, and authorize direct payment — so you pay nothing upfront. The international assistance number is on your policy certificate and in the IATI app.
Step 2: Life-Threatening Emergency
If the situation is immediately life-threatening, call the local emergency number first (112 in Europe, 911 in USA, 999 in UK). Get medical care. Then call IATI's assistance center as soon as stable. IATI will take over coordination from that point.
Step 3: Documentation During Treatment
Keep copies of: all medical reports, diagnoses and prescriptions. All receipts for any medical expenses you pay (only in cases where IATI could not coordinate direct payment in advance). Your IATI policy number and certificate. Photographs of injuries if relevant to the claim.
Step 4: Submitting a Reimbursement Claim
If you paid expenses out of pocket and need reimbursement: download the IATI claims form from the IATI app or website. Complete the form with all incident details. Attach all medical documentation and receipts. Submit via the IATI app or email to the claims department. Claims are typically processed within 15-30 business days.
Step 5: If Your Claim Is Disputed
If IATI disputes a claim, contact our team at TravelSafe Global. We will review your policy terms, identify the specific coverage provision at issue, and communicate with IATI's claims department on your behalf. Claims disputes can often be resolved by providing additional documentation or clarifying circumstances that were not initially clear.
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