Where do I start?
Call us or send the details in the form. You don't need the medical records in hand. Tell us where the patient is, which hospital if you know it, what has happened and where in Australia they need to go. If they have travel insurance, call the insurer's emergency assistance number too, as early as you can. Many policies only pay for a repatriation the insurer has approved before it happens.
It also helps to note down the names and numbers of the treating doctor and the ward, the insurer and policy number, and who in the family is making decisions. One family contact for us to update keeps messages clear when everyone is worried.
What happens after we contact you?
Our medical team asks the overseas hospital for a medical report and, where needed, speaks with the treating doctor. From that we recommend how the patient should travel: seated with a nurse or doctor, on a stretcher on a commercial flight, or by dedicated air ambulance. A hospital in Australia also needs to accept the patient, unless they are well enough to go home with support. We help arrange that bed.
You then get a written quote and a plan with likely dates. Nothing is booked until you, or the insurer, approve it.
What documents are needed?
To start: the patient's full name, date of birth and passport details, the hospital name and the treating doctor. Before travel: a valid passport, a recent medical report or discharge summary, the insurer's approval if they are paying, and for airline travel the airline's medical clearance form, which the treating doctor fills in. If the passport has been lost or taken, the nearest Australian embassy or consulate can issue an emergency one.
How does travel insurance usually work?
Every policy is different, so read the wording or ask the insurer. In general, insurers cover repatriation when it is medically necessary and approved in advance, and they choose the level of care based on medical advice. Pre-existing conditions, injuries involving alcohol and some activities may be excluded. If the claim is still being assessed, or there is no cover, we can quote you privately so you can decide what to do.
What does the day of travel look like?
An ambulance or car collects the patient from the ward. The escort or flight team cares for them through the airport and the flight, and an ambulance meets them in Australia and takes them to the receiving hospital or home. We keep the family updated through the day. If the flight is held up by weather, a change in the patient's condition or the receiving bed, we tell you as soon as we know and explain the new plan.