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Frequently asked questions

What is the relationship between MEDEX and UnitedHealthcare Global?

UnitedHealthcare Global's SafeTrip travel protection plans are newly designed versions of the former MEDEX TravMed plans. For 40 years MEDEX protected travelers with its world-class travel assistance services. Now, as UnitedHealthcare Global, you benefit from additional capabilities, each globally integrated, to optimize care and cost outcomes for you and your loved ones. We serve 4 million people around the world, including protecting the travelers of the world’s largest organizations, many working in extremely challenging locations.

What level of medical expenses coverage should I choose?

SafeTrip travel medical plans offer travelers a choice of three coverage levels, a minimum of $100,000 and a maximum of $1million. In some countries the cost of treatment for a major trauma or a stroke or heart attack may exceed $100,000. By selecting the highest level of coverage you can lower the risk of any out-of-pocket or up-front expenses, even in the case of a serious medical incident.

Who is insuring my policy?

About our Underwriters:

SafeTrip Travel Protection Insurance Products are underwritten by different third party companies that are not related to UnitedHealth Group, Incorporated or the UnitedHealthcare family of companies.

Some of the insurance plans described here are underwritten by the United States Fire Insurance Company. C&F and Crum & Forster are registered trademarks of United State Fire Insurance Company. October 2016, The Crum & Forster group of companies was rated A (Excellent) by AM Best Company. The Crum & Forster Group is a national commercial property and casualty group of insurance companies wholly owned by Fairfax Financial Holdings Limited (NYSE: FFH).  The Accident & Health division offers a unique variety of insurance and reinsurance products.

Some of the insurance plans are underwritten by Advent Underwriting Ltd. On behalf of Advent Syndicate 780 at Lloyd’s.  September 2016,Lloyd's was rated A (Excellent) by AM Best Company. The business written at Lloyd’s is brought through specialist syndicates such as Advent.  Led by expert underwriters and brokers who cover more than 200 territories, the Lloyd’s market develops the essential, complex and critical insurance needed to underwrite human progress.  Backed by diverse global capital and excellent financial ratings, Lloyd’s works with a global network to grow the insured world – building resilience for businesses and local communities and strengthening economic growth around the world.

UnitedHealthcare Global provides non-insurance travel and medical assistance through our 24/7 Emergency Response Center. Supported by an in-house team of clinical experts, we support insured travelers with travel intelligence, advice and access to a pre-screened, worldwide network of medical and evacuation resources.

Why do I need trip cancellation coverage?

Trip cancellation coverage protects you, should you be unable to travel once your trip is booked, enabling you to recover travel expenses, for cancellation caused by any of the reasons covered under SafeTrip plans. If you’ve made an investment of time and money in your trip, think of it as protection for that investment.

Should I consider an Annual Frequent Traveler policy?

That depends on your preference and how many trips you are likely to take in one year. The type of coverage and level of benefits can remain the same, whichever you choose, However, you may save money and may also prefer the certainty of knowing that you’re covered for up to 365 days in any one year (no single trip can be longer than 90 days, however).

What is group coverage?

This is specialized coverage for groups of 20 or more - including academic institutions.

UnitedHealthcare Global has served the faculty and students of some of the world’s most prestigious academic institutions for over four decades.

We can bring this expertise to your large group, regardless of affiliation. Simply call 1-800-732-5309.

How do I access UnitedHealthcare Global Travel assistance services?

You simply call our toll-free phone number to access our worldwide assistance network. If a toll-free number is not available in the country you’re in, you can call us collect. The telephone access numbers are printed on the fulfillment material or ID card you’ll receive when you sign up.

When can I use my Travel Medical assistance services?

Wherever and whenever you need our help. The UnitedHealthcare Global Emergency Response Center (ERC) is available 24 hours a day, every day of the year. We are here to help with any type of travel or medical situation, regardless of the severity.

How does UnitedHealthcare Global select medical providers around the world?

UnitedHealthcare Global has access to providers in over 236 countries and territories ranging from hospitals, clinics and physicians, to air ambulances, house-call physicians and medical escorts, all identified as offering high quality care according to international standards. Healthcare quality and ease of access to global travelers form the primary focus of our provider assessment. So whether you need complex or acute tertiary care or more routine consultations, we provide access to medical care specific to your needs.

Does my SafeTrip Travel Medical Plan require me to use specific hospitals, doctors or clinics?

In short, no. We are committed to your care, wherever you go. However, in order to reap the full benefit of our travel protection, we strongly recommend that you contact us before seeking care so we can refer you quality, pre-screened local providers. If you choose to go to other facilities, we cannot be certain of the quality of care you will receive. However, UnitedHealthcare Global will provide the same support regardless of where you are treated.

What happens in the event of a hospitalization?

It is important that UnitedHealthcare Global is notified as soon as possible. Our Emergency Response Center professionals will monitor your care and work through the complex details of foreign hospitalizations on your behalf. Our staff will immediately speak with your treating doctor to assess your condition, your treatment plans, and whether or not a medical evacuation is necessary. At your request, we will update your family, employer and personal physician as appropriate, as well as coordinate all travel medical insurance verifications and admission details, leaving you to focus on getting better.

How does UnitedHealthcare Global facilitate hospital admissions?

In many countries up-front payment is required before receiving medical treatment. Our priority is ensuring you experience no delay in receiving the appropriate care. To ensure this, UnitedHealthcare Global coordinates all billing and insurance verifications, including settling any guarantees of payment, providing you timely access to treatment without annoying and potentially significant out-of-pocket expenses.

What if the local facilities are not capable of providing treatment?

In evaluating the local facilities, UnitedHealthcare Global considers such factors as the quality of the clinicians, medical technology and specialties available, along with the patient's medical requirements. If facilities are inadequate, our Physician Advisors then evaluate a medical evacuation. At this point, the decision to evacuate will take into consideration the severity of the medical condition, and balance the quality of care that can be accessed locally, against the medical risks involved in a medical evacuation. When a decision to evacuate is made, our clinical team then manages the evacuation plan, including any needs the patient may have en route. Throughout the entire process UnitedHealthcare Global will consult with all parties involved and fully manage the issues surrounding the evacuation.

What is the typical cost to medically evacuate someone?

Evacuation costs vary, depending on the location and severity of the medical problem. Typically, an evacuation can run anywhere from $10,000 to $250,000 or more. With SafeTrip travel protection plans, your coverage includes up to $1,000,000 for the costs of a medical evacuation.

What is involved in a medical evacuation?

Evacuations are complex and typically involve:

  • Evaluation of the transport requirements (such as oxygen requirements, healthcare specialists, special equipment, altitude specifications, etc.)
  • Discharge administration
  • Admission into a new facility
  • Identifying qualified aeromedical escorts and air ambulances
  • Coordinating ground transportation on both ends of the evacuation
  • Immigration and flight clearances
  • Assistance with family travel arrangements
What are the types of medical evacuation?

The evacuation method is determined based on the patient's condition and location, and may be:

  • Commercial Airline Transfer (for less severe medical problems, such as a broken arm)
  • Commercial Airline Transfer with Medical or Non-Medical Escort
  • Stretcher Commercial Airline Transfer (several seats are removed for the stretcher)
  • Air Ambulance Transfer
Once I or a loved one is released from a hospital, do services end?

No. We will continue to monitor your case until you are returned home, or have received final treatment.

What if I have a non-medical problem?

We are here for you. You can call our Emergency Response Center for help to assist with lost or stolen passports, legal referrals, translation services, emergency transfer of funds and a host of other non-medical problems.

UnitedHealthcare Global provides travel and medical assistance through our 24/7 Emergency Response Center. Supported by an in-house team of clinical experts, we support insured travelers with travel intelligence, advice and access to a pre-screened, worldwide network of medical and evacuation resources.

Are there countries that are not covered under a SafeTrip policy?

When traveling internationally, you can purchase SafeTrip travel protection when visiting any country other than: Afghanistan, Antarctica, Cuba, Iran, Iraq, Libya, North Korea, Somalia, South Sudan, Sudan, and Syria.

All products and services are available where permitted or not prohibited by applicable laws, which laws may change from time and time. As such, the excluded countries list may change from time to time and without notice.

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