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Contact your insurer and the police

Although it might be difficult at first: Please stay calm if you or your relatives have suffered accident while on holiday. Your insurer’s assistance will usually have an emergency hotline that you can call 24/7.

Click here for a list of the most important phone numbers, email addresses and links

If you report an emergency, please provide the following information so that your insurer can help you as quickly as possible:

• What has happened?
• Who was injured?
• Where is the injured person?
• Who is the contact person?
• How can you be contacted?
• Which type of insurance cover does the injured person have?
• What is your/his/her insurance number?


The assistance will help you:

• in case of an accident, serious illness and hospital stay and will give you information about nearby doctors or hospitals.
• in case of legal problems and loss of travel money and documents.
• by organizing and coordinating unscheduled flights and return transports.

The return transport

When you are taken so seriously ill abroad that you have insufficient medical care at your destination or if you can be expected to need inpatient treatment for a longer period of time, the assistance will organize a return transport to Germany. Insufficient medical care is classified as when the diagnostic, therapeutic or nursing treatment at your destination does not meet German standards. In such a case we speak of a ‘medically necessary’ return transport.

If there is need for a return transport because the expected inpatient treatment would last several weeks, it is called a ‘medically reasonable’ return transport. Not all policies include such a medically reasonable return transport.
It is usually decided on location if a transport to a German hospital is necessary: the doctors in charge decide together with your insurance company’s experts if a medically necessary return transport is to be carried out. What is regarded as ‘medically necessary’ can vary between different insurance companies. In case of inpatient treatment or serious illness it is vital to inform the insurer or the assistance immediately. They will then take all further steps and - if necessary - manage the return transport in a special ambulance aircraft.

It is also essential that you report any theft, burglary, robbery or accident to the local police and get police confirmation regarding the insured event. In case of property damage, such confirmation must include a list of all missing or damaged items.

Go to Claims for all information on payment and reimbursement of invoices.

You can reach us from Monday to Friday between 8am and 6pm. We’re here for you.

Our claims department will be happy to answer your questions.

Ms. Angelika V. Kolmer
Head of Claims Department

T +49 (0) 2247 9194 -32
F +49 (0) 2247 9194 -20


Customer service:
T +49 (0) 2247 9194-0
Call-back service

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Emergency service

Emergency service telephone number:

+49 (0)2247 9194-32

You can reach us from Monday to Friday between 8am and 6pm. We’re here for you.

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