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We understand the panic you feel when someone you love falls ill. That’s why we’re there for you with our 24/7 assistance line. Because you deserve expert guidance for you and your family, we provide telephonic medical advice as well as emergency care by doctors, ICU-trained nursing sisters, and paramedics.

Emergency Medical Services

Access to an independent national network of at least 5,000 emergency medical personnel ready to respond to your call.

In the event of a medical emergency, Europ Assistance SA can be contacted 24 hours a day to arrange emergency medical assistance and transportation.

Product Benefits:

  • access to a 24-hour emergency medical assistance contact centre
  • assistance from medically-trained and registered agents with the HPCSA
  • All cases are processed using standard operating procedures that are tested and approved.
  • one-way medical upgrade to an appropriate medical facility as continuation of the initial emergency response same-day from the current treating facility that is unable to care/manage the condition of the member, dependent on client’s medical aid
  • immediate dispatch of emergency medical services in order to provide life-saving assistance
  • constant monitoring of the incident until ambulance provider has delivered the member at hospital
  • emergency pre-arrival instructions provided by agents e.g. CPR
  • Following an accident, the member’s children are transported to a place of safety if required.
  • repatriation of member to place of residence, if over 200 km radius, from the treating medical facility
  • access to non-emergency medical transportation at member’s own cost
  • tailored risk transfer agreements, depending on requirements
  • claims authorisation processes which strictly adhere to scheme protocols and procedures
  • emergency/non-emergency medical transportation by road or air which may include any of the following, subject to medical scheme requirements and authorisation:
    • primary to hospital transfers
    • inter-facility transfers
    • incidents managed by trained case managers following approved standard operating procedures
    • largest national network of emergency medical service providers which results in cost savings due to shorter travelling distance from scene to facility
    • comprehensive daily, monthly or quarterly reporting of call centre interactions and claims statistics

Nurse@First

You put so much energy into taking care of your loved ones, so you deserve to have someone take care of you.

Personal Health Advisor (PHA)

Personal Health Advisor is a healthcare service providing unlimited access to qualified nurses 24 hours a day. Members benefit from:

  • emergency medical advice
  • assessment of symptoms and referral to the most appropriate healthcare professional
  • knowledge on all aspects of healthcare including home care remedies with scheduled follow-up assessment calls, if required
  • explained medical terms, results of tests, and information relating to medication
  • counselling for chronic ailments and diseases to minimise the impact of these conditions on daily life
  • access to one of the most widely used drug and poison databases in South Africa
  • telephonic trauma debriefing and referral to a trauma counsellor where necessary
  • access to a pre-recorded audio health library for information on a range of medical topics

Additional Nurse@First Benefits

The assistance of highly qualified professional nurses is just a phone call away with Nurse@First.

This benefit offers:

  • medical assistance 24/7 (even in an emergency)
  • telephonic assistance
  • an ambulance that can be dispatched immediately
  • advice on medication
  • Services are only available within South African borders.

Expo-Sure

Because we believe in ensuring that your best interests are protected your policy also includes Expo-Sure. Expo-Sure ensures that you and your family have full access to confidential HIV testing and treatment within the critical 72-hour window period after accidental exposure. This greatly reduces the possibility of becoming HIV positive.

With Expo-Sure, you will be provided with:

  • Access to a 24-hour, 365 days per year care centre for HIV/Aids information, advice and counselling
  • Two blood tests for sexual assault, trauma and potential exposure cases
  • Antiretroviral therapy
  • The “morning-after pill”
  • STDs (sexually transmitted diseases) preventative medication (prophylaxis)
  • A counselling benefit of R3 000 for the patient and immediate family after a sexual assault-related incident
  • Lifelong phone-in advice and counselling for the patient.
  • In the event of accidental exposure, contact the Care Centre immediately on 0860 08 29 11.