Contact
Claim service

Worldwide 24-hour travel emergency helpline – for urgent emergencies

Travel Emergency Hotline

  • ApplicableAvailable 24 hours a day, 7 days a week
  • ApplicableWorldwide
  • ApplicableFor urgent emergencies

We are available to assist you 24 hours a day, 7 days a week, wherever you are in the world. We can, for example, advise you on choosing doctors or hospitals, organise medically necessary repatriation, or provide support under your emergency insurance cover. The emergency service is staffed by multilingual staff.

In an emergency whilst travelling, please dial:

+49 40 5555-7877

Travel emergency hotline for Customers from Austria
Travel emergency hotline for Customers from Switzerland

Important: This emergency number is reserved for emergencies only. To ensure you are quickly put through to one of our staff members in an emergency, we ask for your understanding that we are unfortunately unable to deal with general service enquiries or provide information regarding contracts or services via this number.

We’re here for you – we’re on hand to help you in the following situations

  • ApplicableIf you are ill or have an accident: we will advise you on the options available for medical care. Where possible, we will arrange for a doctor who speaks German or English.
  • ApplicableIf you are receiving inpatient treatment at a hospital: We can help facilitate the exchange of information between the doctors treating you and your doctors in Germany. Of course, we will also inform your relatives if you wish.
  • ApplicableIf you need to be repatriated for medical reasons: we’ll take care of the arrangements.
  • ApplicableIn the event of an emergency covered by emergency insurance: e.g. in the event of loss of funds or if a trip has to be cut short
  • ApplicableIn the event of an accident or breakdown covered by the motor travel insurance policy.
  • ApplicableIn many other cases

Please always contact us before any extensive diagnostic or therapeutic procedures are carried out.

Our advice on making the call and how to behave in an emergency

  • Please always provide your name and a telephone number where you can be contacted.
  • Please give us your insurance number.
  • Please tell us what has happened: what the condition is, whether there has been an accident, etc. Please also let us know your location, e.g. the hotel or hospital, including your room number.
  • Please let us know who your local contacts are, e.g. the attending doctor or the police station.
  • Do not sign anything on the spot without consulting someone first, e.g. agreements to cover costs.
  • Always insist on receiving supporting documents and medical reports, as well as invoices or receipts where applicable.

Always to hand in an emergency – service numbers and documents on your mobile

All your information at your fingertips at any time – use the Mobile Pass to store your contract details, emergency numbers and service numbers digitally in the Wallet on your smartphone or tablet.

Quick online help – make use of our digital health services

Online doctor, symptom checker, online dermatologist, travel first-aid kit and useful tips for staying healthy whilst travelling.

Health services