What to do if you get sick while travelling – and how your travel insurance helps

If you start feeling unwell while you’re away, here’s what to do: 

1. Use Travel Doctor first – our Travel Doctor service is included with your policy and lets you book a video call with an English-speaking doctor or find a local clinic for in-person treatment.  It’s often the quickest way to get medical advice if you’re unsure what to do. Be aware, that the service is subject to geographical restrictions and isn’t available in the UK. 
2. Assess how you feel – if your symptoms don’t improve or you’re unsure what to do, call Staysure’s 24-hour medical emergency team (you’ll find the number in your policy documents). They’ll guide you on next steps and where to go for treatment.
3. Find a trusted doctor – use Travel Doctor, included with your policy, to book a video call with an English-speaking doctor, or find a nearby clinic for in-person care.
4. Keep your documents – save any medical notes, prescriptions and receipts – you’ll need them if you make a claim. 
5. Stay in touch – if you’re admitted to hospital, we’ll stay in contact and help arrange your care or travel home if needed. 
6. When you’re home – send us your documents to make a claim and we’ll handle the rest. 

Feeling unwell away from home isn’t anyone’s idea of the perfect trip. But it’s reassuring to know that help is always close by – and that your travel insurance is designed to guide you through it. 

Whether it’s a simple stomach upset or something that needs a doctor’s care, we’re here to help you get the right support quickly, so you can focus on getting better and back to enjoying your holiday. 

Most holiday illnesses are nothing to worry about and settle quickly. It’s usually fine to look after yourself if you’ve got: 

• a mild cold or sore throat 
• a headache or sunburn 
• a touch of ‘traveller’s tummy’ 

If something feels more serious, it’s worth getting advice – especially if you have: 

• a high or long-lasting fever 
• chest pain or trouble breathing 
• severe sickness or diarrhoea 
• signs you’re dehydrated 
• an injury, deep cut or possible broken bone 

If you’re unsure, don’t worry. Help is always available. Just move on to step two. 

You can request a video call with an English-speaking doctor through Staysure’s Travel Doctor service, depending on your location. Included with every Staysure travel insurance policy, it offers access to non-emergency medical support while you’re abroad. It’s ideal for everyday issues you’d usually see a GP, dentist, physio or pharmacist about at home. 

• have a video consultation with an English-speaking doctor 
• find healthcare specialists abroad 
• filter by language, location* or specialism 
• choose in-person care at a clinic or your accommodation and get prescriptions, including replacements if you lose or run out of your regular medication 

• It’s included in your policy – with no appointment costs and no excess to pay. 
• Everyone named on your policy can access it – simply add them, registering their names in the Travel Doctor app. 
• Covers up to 3 separate appointments per person, per policy. 

If a doctor feels you need hospital treatment, your case will be passed straight to our UK emergency medical team, who will support you from that point onwards. 

Travel Doctor isn’t available for trips taken in the UK and is only available for international travel. Availability may vary by destination. Geographical restrictions and full terms and conditions apply. 

If your condition feels more serious, worsens quickly, or you think you may need urgent or emergency treatment, it’s important to speak to us before heading to a clinic or hospital where possible. 

Before arranging treatment, call Staysure’s 24/7 medical assistance number (you’ll find it in your policy documents or confirmation email). 

• We’ll listen to what’s going on and guide you through your next steps. 
• We’ll help make sure any treatment fits within your cover. 
• What to have to hand: 
  • ✔ Your policy number
  • ✔ Where you are (hotel, resort or town)
  • ✔ Your symptoms
  • ✔ Any medication you’re taking

If it’s an emergency, always contact local emergency services first, then let us know when you can.

Once we’ve helped you find the right doctor or clinic, getting the care you need abroad is usually very straightforward.

Once our medical assistance team or the Travel Doctor service has referred you to a clinic or hospital, you’ll be guided through what to do next. 

Healthcare systems vary around the world, but we’ll help you every step of the way. 
You may be asked for ID and insurance details when you arrive. In many cases, we can arrange direct billing with the medical provider, so you won’t have to pay upfront. 

If you do pay for treatment, keep all receipts, invoices and medical reports – these will help us process your claim quickly once you’re home. 

If your treatment involves further care, such as hospital admission, our assistance team will stay in touch to make sure everything runs smoothly. 

If you’re admitted to hospital, our assistance team will stay in touch with you and your doctors. We’ll also update your family or travelling companions if you’d like us to. 

We can arrange: 

• a medical escort on a commercial flight 
• special equipment or seating 
• or, if needed, an air ambulance 

Your policy may help cover: 

• extra accommodation costs 
• flights for a companion to join you 
• rearranging travel if you come home early on medical advice 

When you’re back in the UK, you’ll need to submit your claim for any eligible medical expenses. The more complete your information is, the quicker we can review it – so it’s worth taking a moment to gather everything before you begin. 

To make your claim, you’ll need: 

• a completed claim form (you can complete this on our website) 
• medical notes, prescriptions and discharge summaries 
• original receipts and invoices for treatment or medication 
• proof of travel, such as a booking confirmation or boarding pass 

Taking a few simple steps can help everything run more smoothly: 

• Send everything as soon as you can. 
• Keep copies of all documents. 
• Make sure every part of the form is completed. 

If you need help at any point, our team is here – just get in touch and we’ll guide you through the process. 

Your Staysure travel insurance can help cover the costs of getting the medical care you need. What’s included depends on your policy level, but cover can typically include support such as: 

• emergency medical treatment and hospital stays 
• ambulance or taxi transport to hospital 
• approved medication and dressings 
• medical repatriation if advised by doctors 
• extra accommodation or travel for you or a companion 
• early return to the UK if medically advised 

Your documents will outline exactly what’s included in your policy, but this gives you an idea of the types of support available if the unexpected happens abroad

Your policy is designed to help with unexpected medical issues – but some situations aren’t covered, including: 

• travelling against medical advice 
• undeclared pre-existing conditions 
• illness or injury due to excessive alcohol or drug use 
• travelling to areas under the government’s “do not travel” advice 
• missing required vaccinations for your destination 

(For more details, check the policy wording or visit our what to declare page.) 

• Save your policy documents and emergency number on your phone (and take a printed copy). 
• Declare all pre-existing conditions when you buy your policy. 
• Pack enough medication for your trip, plus a small first aid kit. 
• Check the government’s travel advice website for vaccination requirements for your destination. 
• Download and register with the Travel Doctor app for English-speaking non-emergency medical support while away. 

Falling ill on holiday can throw your plans off course, but with the right support, it’s much easier to handle. 

Whether it’s using the new Travel Doctor service for minor treatment or calling our emergency medical team for something more serious, you’re covered every step of the way. 

Before you set off, double-check your policy, save our emergency number and register with Travel Doctor – so wherever you travel, you’ll know exactly where to turn if you need help. 

Haven’t sorted your travel insurance yet? 
Get a quick quote today and find cover that gives you expert medical support whenever – and wherever – you need it. 

Get a quote  

Use our Travel Doctor service to look for a nearby doctor or alternatively call Staysure before going directly to an unknown doctor or medical facility.

When you see a doctor via our Travel Doctor service, you won’t need to pay and you won’t be charged any excess for the amount.  

It’s a free outpatient medical service that helps you find English-speaking doctors, dentists or specialists abroad, with video or in-person options*. 

 
No. The service is included as standard with your policy, with no excess or claim forms to complete.

If doctors recommend it and we approve it, we’ll arrange medical repatriation safely and quickly. 

^{*Travel Doctor is a new service for Staysure customers, from December 2025. It isn’t available for trips taken in the UK and is only available for international travel. Availability may vary by destination. Geographical restrictions and full terms and conditions apply.}