Meet the Staysure Assistance team

Staysure travel insurance policy holders have access to a 24 hour emergency medical assistance service via Staysure Assistance.

We have a team of multi-lingual staff and in-house medical personnel consisting of trained doctors, nurses and specialised paramedics who provide help and support to our customers while they’re travelling and facilitate any required services.

The team coordinates escorted and non-escorted medical repatriations using a global network of nurses and paramedics. They can also arrange ambulances, taxi transfers, ticketing and any other extra requirements if they are needed.

Staysure customers in need of help are assigned to a dedicated staff member, which will remain, whenever possible, as the same point of contact throughout the life of any case. The profiles below provide an insight into the people who will support you when you need it most.

Andy Rowe – medical escort

Staysure Assistance Andy RoweI am part of the office based medical team and also undertake medical escorted repatriations from around the world.  I tend to fly on average 5 days per month and have visited many different locations – from the normal holiday destinations to some far reached locations such as Vietnam and Santiago in Chile.

When in the UK, I work with a team of linguists and international case managers to assess the patient’s needs and validate their claims.  I also arrange the appropriate treatment and repatriation of a client who is claiming from their insurer for medical assistance.

This can involve liaising with overseas and UK doctors and hospitals, ambulance providers and the patient. I also spend a great deal of time discussing patient’s needs with airlines and finding the most appropriate and practical repatriation method from commercial planes to air ambulances.

We manage, as a team, a large bank base of medical staff and matching the patient’s needs to the best medical escort is a challenge. We insist all of our staff remain in an acute clinical setting and carry out regular repatriation work to provide the patient with the highest level of medical care available.

My job is varied and challenging, the hours can be long and no two days the same.  That said, no other job would combine my interests of aviation, seeing the world, and patient care all within one role.

In my spare time I still work 6 shifts a month as a paramedic which is where my background stems from, with an involvement in the UK ambulance service since 2002.  I am married with a son and 4 step daughters, and a crazy cocker spaniel called Rosie who take up the remainder of my free time.  Hobbies include DIY home improvements and world travel which is an added bonus of my job.

Nicola Barnes – medical escort

Staysure Assistance_Nicola BarnesI have been working as a medical escort for Staysure Assistance for the last year on a part time basis and absolutely love my job.

I have always enjoyed travelling and am very happy in my own company, so when I had the opportunity to combine my medical skills and achieve the latter, I was very excited at the prospect.

One thing I didn’t take into consideration was the heightened emotions of the patient and their families, along with their sheer gratitude received by the patients that I collect, is unbelievable, making the role itself the most satisfying and worthwhile job I could ask for.  Every case is different, from broken bones to people finding out they are terminally ill while being on holiday, and I truly feel I can actually make a difference and get the patient back to their home and loved ones.

I am usually out of the country for five days a month and have been very fortunate to visit some beautiful countries, albeit only for a very short time.  I remain an active clinician within the UK, giving me the underpinning knowledge and skill sets to treat and deal with the client’s needs during a repatriation.

With a now grown up family (and grandchildren!) it is the right time in my life to continue to care for patients and get to see the world at the same time, I am very privileged to have such a wonderful job.

Nathanial Sagar – medical assistance coordinator

Staysure Assistance_Nathaniel SagarI am a member of the Staysure Assistance UK branch working as a medical assistance coordinator.

I am passionate about my job and enjoy assisting customers who contact us on our 24/7 line from any part of the world and thrive off the thought of helping someone in their hour of need.

My job roles range from validating the policy to dealing directly with our agents and facilities to place guarantee of payments. I liaise closely with the in-house medical team who assist us in arranging repatriations ensuring that our Staysure policy holders return to their home address safely.

I hope that you have an enjoyable holiday but please rest assured, that if any unforeseeable medical situation is to occur myself and my colleagues are standing by to make your hard situation better.


Need to Call Us?

If you need to call us, our dedicated team is here to support you.

Medical emergencies

Please contact the ERV 24 hrs Emergency & Repatriation Assistance Helpline:

Outside UK: +44 1403 288 414

When calling from within the USA: +1 844 780 0639

When calling from within Canada: +1 819 780 0639

Inside UK: 01403 288 414

Other claims

Inside the UK: 01403 288 410
Outside the UK: + 44 1403 288 410