FAQs
What is the role of ACE Assistance?
ACE Assistance provides business travellers and expatriates with quality emergency assistance services 24 hours a day.
How can ACE Assistance help?
ACE Assistance helps provide you with peace of mind. One phone call connects you to the ACE Assistance network of specialists for immediate help in an emergency.
ACE Assistance services are designed to provide you with medical, personal, travel and Legal referral assistance when away from home. Call ACE Assistance at any time to speak with a physician about simple or critical matters.
How does the service work?
Carry the ACE Assistance card with you whilst overseas. In the event of an emergency, call the phone number listed on the card.
What information do I need to provide?
To ensure a prompt response when calling, you should be prepared to provide the following:
- Your name, age, sex, location and nationality
- The name of your employer - as shown on the front of the card
- Your policy number, as shown on the front of the card
- The telephone number from which you are calling (in case you are disconnected)
- If you are not the employee, your relationship to the employee
- Name, location and telephone number of the hospital, clinic or treating doctor (when applicable)
What if I have pre-trip questions about my travel destination?
In addition to calling ACE Assistance for any pre-trip questions you may have, you can access Country Guides.
What if I need a doctor?
Call ACE Assistance for a referral to a doctor who speaks your language.
What if I need a lawyer while overseas?
Call ACE Assistance for legal referrals.
I am having trouble contacting ACE Assistance from the USA.
Try adding the prefix (011) in front of the phone number; i.e. 011 64 9 359 1616
Is there an email address I can use to contact ACE Assistance?
You can email us at help@customercare.com.au
What if I need prescription medication?
If, as the result of a claim you require a prescription that a local physician cannot obtain, or you need to replace lost, stolen or depleted medication, ACE Assistance will, when permissible by local law, send the needed medication to you.
What if I am hospitalised?
Call ACE Assistance and we will immediately take steps to evaluate the care you are receiving and determine what actions must be taken to ensure your safe and speedy recovery.
What if local medical facilities are not adequate?
If you are hospitalised in an area where adequate medical facilities are not available, ACE Assistance will evacuate you to a medical facility capable of providing the required care.
A physician supervises evacuations, and when necessary, a medical specialist or nurse will accompany you during the evacuation. An air ambulance will be used when required.
What happens when I am released from the hospital and still need help?
When your condition is stabilised and ACE Assistance has determined that it is medically advisable to bring you home or to a facility near your permanent residence, ACE Assistance will arrange the repatriation under medical supervision.
Will ACE Assistance pay my medical bills?
Upon acceptance of your claim ACE Assistance will guarantee and pay all costs associated with your medical care.
ACE Assistance will also medically monitor and evaluate your condition and ongoing medical expenses during your hospitalisation.
In the event of death.
ACE Assistance will render all assistance possible to obtain clearances and arrange transportation for the return of mortal remains.