Working with your travel insurer on a medical transfer

Step 1: call the assistance number first

Most travel insurance policies have a 24/7 emergency or assistance number, often printed on the policy or the insurance card. Call it as early as possible, ideally before any transport is booked. Many insurers only pay for a transfer that they or their assistance company have approved in advance, and transport you arrange yourself may not be fully reimbursed.

Step 2: get a case number

The assistance company opens a file and gives you a case or claim number. Write it down and give it to everyone involved: the hospital, the family and us. It links all medical reports, quotes and invoices to the right file.

Step 3: medical reports and the insurer's doctor

The insurer's medical team usually asks for a report from the treating hospital and may speak to the treating doctor. With your consent, we can obtain the report and pass it on. The insurer's doctor then decides whether repatriation is medically needed and which way of travelling they approve.

Step 4: guarantee of payment

If the insurer approves the transfer, it may issue a guarantee of payment: a written commitment to pay agreed costs directly. We work under insurers' guarantees of payment, so the family does not have to pay the approved costs in advance. What is covered is always set by the insurer and the policy.

What we send insurers

• a written quote for the proposed transfer before anything is booked;
• the medical information needed for their decision, with the patient's consent;
• case reports during and after the transfer;
• confirmation of the handover at the receiving hospital.

If the insurer refuses

An insurer may decline a transfer, for example because of a policy exclusion or because its doctor considers transport not medically necessary. Ask for the reason in writing and check the policy conditions. You can still choose to arrange the transfer on a self-pay basis: we send a written quote with the medically suitable options before anything is booked.

European travellers in Turkey: a note on the EHIC

The European Health Insurance Card (EHIC) is not valid in Turkey, and even inside Europe it does not cover repatriation. Some countries have separate arrangements with Turkey for urgent care, for example a 111 form for Dutch insured persons or the BE-TR111 document for Belgians. For transport home, travel insurance or supplementary cover is what usually matters.

Who leads your case

Repatriation Antalya is led by Nevzat Bakir, one of Turkey's most experienced health-tourism professionals. His experience includes international patient operations at Rich Hospital Antalya, including work with foreign insurance and assistance processes, and work as an international patient and health tourism consultant at Consilia Health Network. He personally speaks Dutch, English, Turkish and German; Russian-speaking cases are handled by our team.

Why families and insurers contact us

• Available 24/7 by phone and WhatsApp
• Worldwide: transfers between any two countries, coordinated from our Antalya base
• We work only with licensed operators. We coordinate and do not own aircraft.
• One coordinator for each case, from first contact to handover
• Written quote before booking
• We work under insurers' guarantees of payment and send case reports to insurers and assistance companies
• Direct contact in English, Dutch, German, Turkish and Russian

Frequently asked questions

Should I call my travel insurer before booking a medical transfer?

Yes. Call the assistance number as early as possible. Many insurers only pay for transport they approved in advance.

What is a case number?

The reference the assistance company gives your file. Share it with the hospital, the family and us so every report and invoice goes to the right file.

What is a guarantee of payment?

A written commitment from the insurer to pay agreed costs directly. We work under insurers' guarantees of payment.

What do you send to my insurer?

A written quote before booking, the medical information they need with the patient's consent, case reports and confirmation of the handover.

What can I do if my insurer refuses the transfer?

Ask for the reason in writing and check your policy. You can still arrange the transfer yourself; we send a written quote before anything is booked.

Is the EHIC valid in Turkey?

No. The EHIC is not valid in Turkey, and it does not cover repatriation in any country. Travel insurance usually covers the transport home.

Do you work with assistance companies?

Yes. We work under insurers' guarantees of payment and send case reports to insurers and assistance companies. Which provider is used is the insurer's decision.