Emergency Assistance 24/7

This page provides the official protocol to request medical assistance

⚠️ Life-threatening emergency:

If you are experiencing a life-threatening emergency, please go to the nearest hospital immediately and contact us within 48 hours.

Global Assistance

+57 1 916 3199

Emergency Landline

Colombia

+57 601 916 3199

Emergency Email

Formal Response

assistance@egassist.com

How to request assistance?

Step-by-Step Assistance Protocol

1

Contact Our Assistance Center First

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.

Note:

Unauthorized medical expenses may not be eligible for reimbursement.

2

Provide Your Information

When you call or message us, please have the following details ready:

Note:

Full Name

(as it appears on your passport)

Passport Number

Assistance Number

(found on the first page of your voucher)

Exact Location

(City, Address, or Hospital name)

Contact Phone Number

(where we can reach you or the person assisting you)

Description of the medical issue or emergency

3

Follow Authorized Instructions

Our team will coordinate medical appointments, hospitalizations, or transfers. Please stay in communication with us until the event is closed.

Note:

Important Policy Rules (Section V - General Conditions)

The 48-Hour Rule:

In case of an extreme emergency where prior communication is impossible, you or a companion must report the event within a maximum of 48 hours after the occurrence for the coverage to be validated.

Direct Payments:

To guarantee 100% coverage, EG Assist must pay the providers directly. Always seek authorization before paying for any medical service out of pocket.

Validity Verification:

Government officials or beneficiaries can confirm plan status at any time via our Voucher Verification System.

Frequently Asked Questions

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.

What does the Premium Flex Upgrade add-on include?

The Premium Flex Upgrade is a set of benefits that includes a Full Refund Guarantee for the years of coverage contracted (in case of visa denial or unadmission). Please note that this refund applies only to the value of the health policy; the cost paid for acquiring the Premium Flex Upgrade is non-refundable under any circumstances. Additionally, it includes up to 2 date changes for the start of coverage and a refund for unused years if the government grants you a visa for a period shorter than the health coverage acquired.

Which EG Assist health policy can I purchase the Premium Flex Upgrade with?

The Premium Flex Upgrade is an exclusive add-on that can be purchased when acquiring either the EG Visa Protect, EG Visa Protect Pro, EG Visa Protect Max, or EG Visa Protect Elite policies.

What is the deadline to request a refund for unused policy years?

To receive the benefit, you must request a refund for unused policy years within 3 business days after your visa is issued.

Do the Premium Flex Upgrade benefits still apply if I have already used my medical assistance?

No. The benefits of the Premium Flex Upgrade (both refunds and date changes) only apply if no medical assistance service has been provided or requested. Once a medical claim is initiated, the policy automatically becomes non-refundable.

Can I get a refund for partial months or days if my visa is shorter than my policy?

No, the refund for unused years is calculated only on full, unused policy years. It does not cover partial years, months, or days.

Is the cost of the Premium Flex Upgrade itself refundable if my visa is denied or declared unadmitted?

No, the initial cost of acquiring the Premium Flex Upgrade (the $100 USD, $200 USD, or $300 USD fee) is non-refundable under any circumstances.

Can I change the start date of my EG Assist health policy with the Premium Flex Upgrade?

The Premium Flex Upgrade allows you to change your coverage start date up to 2 times. This request must be made before the original coverage start date.

What if the Colombian government grants me a shorter visa than the policy I purchased?

If the government-issued visa has a shorter duration than your policy (for example, if you purchased a 3-year policy but only received a 1-year visa), the Premium Flex Upgrade guarantees a refund exclusively for the full, unused policy years not covered by your visa’s validity period. To access this benefit, you must request it within 3 business days after your visa is issued.

Does the Premium Flex Upgrade cover refunds if my Colombian visa application is "unadmitted"?

Yes, the Premium Flex Upgrade guarantees a full refund for the years of coverage contracted if your visa is denied or unadmitted. Without the Premium Flex Upgrade, it is not possible to receive a refund under any circumstances.

Will I get a full refund on my policy if my Colombian visa is denied?

Yes, the Premium Flex Upgrade offers a full refund for the years of coverage contracted if your visa is denied or declared unadmitted. To claim this, you must contact us to request the refund within 30 days of your policy’s coverage start date, regardless of when the visa denial or non-admission occurs. Please note that this refund applies only to the value of the health policy; the fee paid for the Premium Flex Upgrade is non-refundable under any circumstances.