This page provides the official protocol to request medical assistance
If you are experiencing a life-threatening emergency, please go to the nearest hospital immediately and contact us within 48 hours.
Step-by-Step Assistance Protocol
Before seeking medical attention (except in life-threatening situations), you must contact the EG Assist Emergency Center. We will direct you to the nearest authorized medical facility and coordinate your care.
When you call or message us, please have the following details ready:
Our team will coordinate medical appointments, hospitalizations, or transfers. Please stay in communication with us until the event is closed.
These are the most commonly asked questions about EG Assist Can’t find what you’re looking for? Chat with our team, we’re here to help you.
Claims may be denied because of missing documentation, unauthorized purchases, non-covered medical events, excluded treatments, or expenses exceeding the coverage limits of the contracted plan.
Seek immediate medical attention first. Once the situation is stable, contact the EG Assist Assistance Center as soon as possible to report the emergency and receive guidance on the reimbursement process.
Unauthorized expenses may not be reimbursed. In non-emergency situations, Health Policy Beneficiaries should contact EG Assist before purchasing medication or receiving treatment.
No. Reimbursement depends on the plan terms, coverage limits, medical authorization, and whether the medication is connected to a covered emergency medical event.
No. EG Assist states that medication expenses related to pre-existing conditions are not covered under the prescription medication benefit, even if diagnosed by the attending doctor authorized through the Assistance Services Center.
You will generally need the original pharmacy receipt or invoice (factura), proof of payment, the medical report or diagnosis, and the prescription or medical formula issued by the authorized treating doctor.
Eligible prescription medicines may be linked to covered events such as accidents, acute and unforeseeable illnesses, emergency dental treatment due to trauma or infection, pregnancy complications covered under the plan, or emergency stabilization of chronic or pre-existing conditions when expressly included in the voucher.
Except in emergency or urgent situations, Health Policy Beneficiaries should contact the EG Assist Assistance Center before seeking treatment or purchasing medication. The Assistance Center coordinates and authorizes eligible medical care under the user’s current plan.
No. Medication refunds are handled through EG Assist as a reimbursement process, not through the pharmacy or medication provider directly.
No, a visa itself does not provide a medical policy. The visa requires the applicant to purchase and maintain a specific type of private health policy (All-Risk Coverage) to be approved. This requirement ensures the foreigner is prepared for any medical eventuality, including accident, illness, disability, hospitalization, death, or repatriation, upon entry.
