Frequently asked questions

What is the relationship between MEDEX and UnitedHealthcare Global?

UnitedHealthcare Global's SafeTrip travel protection plans are newly designed versions of the former MEDEX TravMed plans. For 40 years MEDEX protected travelers with its world-class travel assistance services. Now, as UnitedHealthcare Global, you benefit from additional capabilities, each globally integrated, to optimize care and cost outcomes for you and your loved ones. We serve 4 million people around the world, including protecting the travelers of the world’s largest organizations, many working in extremely challenging locations.

What level of medical expenses coverage should I choose?

SafeTrip travel medical plan’s offer many travelers a choice of two coverage levels, a minimum of $100,000 and a maximum of $250,000. In some countries the cost of treatment for a major trauma or a stroke or heart attack may exceed $100,000. By selecting the highest level of coverage you can minimize the risk of any out-of-pocket or up-front expenses, even in the case of a serious medical incident.

Who is insuring my policy?

About our Underwriters:

SafeTrip Travel Protection Insurance Products are underwritten by different third-party companies that are not related to UnitedHealth Group, Incorporated or the UnitedHealthcare family of companies.

Some plans are underwritten by Crum & Forster Segregated Portfolio Company (SPC) Captive, which is part of the Crum & Forster group of companies. A.M. Best has assigned Crum & Forster SPC a Financial Strength Rating of A (Excellent), with a Long-Term Issuer Credit Rating of 'A', and assigned those ratings as 'stable'. Other plans include travel insurance underwritten by the United States Fire Insurance Company, rated ‘A’ by AM Best Company (2020).

UnitedHealthcare Global (UHCG) provides non-insurance travel and medical assistance through our 24/7 Emergency Response Center. Supported by an in-house team of clinical experts, we support insured travelers with travel intelligence, advice and access to a pre-screened, worldwide network of medical and evacuation resources.

For U.S. Residents Only: This website contains highlights of the plans, which include travel insurance coverages underwritten by United States Fire Insurance Company under form series T7000, T210 et. al. and TP-401 et. al.  The Crum & Forster group of companies is rated A (Excellent) by AM Best 2020. C&F and Crum & Forster are registered trademarks of United States Fire Insurance Company. The plans also contain non-insurance Travel Assistance Services provided by UnitedHealth Group, Inc. or its applicable affiliates. Coverages may vary and not all coverage is available in all jurisdictions. Insurance coverages are subject to the terms, limitations and exclusions in the plan, including an exclusion for pre-existing conditions. In most states, your travel retailer is not a licensed insurance producer/agent, and is not qualified or authorized to answer technical questions about the terms, benefits, exclusions, and conditions of the insurance offered or to evaluate the adequacy of your existing insurance coverage. Your travel retailer may be compensated for the purchase of a plan and may provide general information about the plans offered, including a description of the coverage and price. The purchase of travel insurance is not required in order to purchase any other product or service from your travel retailer. CA DOI toll free number: 800-927-4357. MD Insurance Administration: 800-492-6116 or 410-468-2340. The cost of your plan is for the entire plan, which consists of both insurance and non-insurance components. Individuals looking to obtain additional information regarding the features and pricing of each travel plan component, please contact Agency Inc., CA, 7440 Woodland Drive, Indianapolis, IN 46278, 1-800-444-8990, agent license 0G13496.

For Non-U.S. Residents Only: This website contains highlights of the plans, which include travel insurance coverages underwritten by Crum & Forster SPC, which is rated A (Excellent) by AM Best 2020, and non-insurance Travel Assistance Services provided by UnitedHealth Group, Inc. or its applicable affiliates. The plan contains a complete description of all the terms and conditions that apply to the insurance benefits in this document, including limitations and exclusions. In the event of a discrepancy, the plan will prevail.

Is COVID-19 (the Coronavirus) treated the same as other sicknesses under the terms of the Plan?

Yes. COVID-19 is treated that same as any other sickness for purposes of all coverages that are triggered by a sickness or that can reimburse losses resulting from a sickness – including deaths caused by sickness. Depending on the Plan Design, this can include – but is not necessarily limited to – the following (including the sub-benefits of many of these):

    • Accident and Sickness Medical Expense
    • Emergency Medical Evacuation/ Medical Repatriation/ Return of Remains.
Do limitations and exclusions apply to claims for losses caused by COVID-19 related sicknesses? 
Does the Exclusion for Pre-Existing Conditions apply to losses caused by COVID-19 related sicknesses? 
Can the Waiver of the Exclusion for Pre-Existing Conditions apply to COVID-19 related sicknesses?

The same limitations and exclusions that apply to all claims also apply to claims for losses caused by COVID-19 related sicknesses, including the Exclusion for Pre-Existing Conditions (where applicable).  Please note that the same rules that determine whether a sickness is considered to be a Pre-Existing Condition also apply to COVID-19. 

As of January 26, 2021, new federal regulations require all those who travel abroad to be tested for COVID-19 prior to re-entry into the United States. Is the cost incurred for administering this test covered by my Plan?

Likely no.

The Accident and Sickness Medical Expense coverage (when included in a Plan) can only reimburse certain medical expenses, referred to as “Covered Expenses.”  The cost of administering a test for any disease, including COVID-19, can only be covered if a Legally Qualified Physician (as defined by your Plan) orders you to be tested.  Here, the test is being ordered by the United States government rather than a Legally Qualified Physician.  Therefore, the cost incurred for administering this test would not be considered a Covered Expense for purposes of the Plan’s Accident and Sickness Medical Expense coverage or any other coverage – even if you test positive.

However, if a Legally Qualified Physician orders you to be tested for COVID-19 or any other disease while on your trip, this could potentially be covered under your Plan’s Accident and Sickness Medical Expense coverage, subject to the standard terms and conditions of your Plan.

What if I test positive for COVID-19 during the COVID-19 test required for re-entry into the United States?  Can my medical expenses be covered?    

Please note that the Plan will not cover the cost of administering a COVID-19 test undertaken solely to comply with the new federal regulations – even if you test positive (see FAQ 3).  However, if this test determines that you are positive for COVID-19, then we would consider you to have a “sickness” within the meaning of your Plan’s Accident and Sickness Medical Expense coverage, subject to the standard terms and conditions of your Plan.  Therefore, if a Legally Qualified Physician (as defined by your Plan) orders you to undergo medical treatment due to this positive COVID-19 test, your treatment could be covered.

I have been quarantined during my trip.  How long can coverage under my Plan be extended?

Regardless of the terms of the Plan, United States Fire Insurance Company has made the administrative decision to allow for coverage to be extended for the entire duration of a COVID-19 related quarantine, and coverage will be extended for five additional days following the end of the quarantine provided you have not arrived back in your return destination city.

How has COVID impacted your ability to deliver services in support of the policy?

UHCG is not responsible for the availability, timing, quality, results of, or failure to provide any of the services that are beyond our reasonable control. This would include things such as, but not limited to, acts of God, acts of any government or governmental agency (including any port, transportation or local authority), war or other hostility, civil disorder, where the of such care or service is prohibited by U.S. law, local laws, or regulatory agencies, etc. Specific to COVID, these scenarios may come into play in situations where governments issue entry bans or restrictions, or where there is an inability to transport COVID positive patients.

What is group coverage?

This is specialized coverage for groups of 20 or more - including academic institutions.

UnitedHealthcare Global has served the faculty and students of some of the world’s most prestigious academic institutions for over four decades.

We can bring this expertise to your large group, regardless of affiliation. Simply call 1-800-732-5309.

How do I access UnitedHealthcare Global Travel assistance services?

UnitedHealthcare Global assistance coordinators are available 24/7 to help you with travel emergencies. For immediate assistance, call +1 410 453 6330.  Call charges may be incurred.  The Emergency Response Center can obtain a callback number to minimize telecom charges to you.  The telephone number and access information is printed on the fulfillment material or ID card you'll receive when you sign up.

When can I use my Travel Medical assistance services?

Wherever and whenever you need our help. The UnitedHealthcare Global Emergency Response Center (ERC) is available 24 hours a day, every day of the year. We are here to help with any type of travel or medical situation, regardless of the severity.

How does UnitedHealthcare Global select medical providers around the world?

UnitedHealthcare Global has access to providers in over 236 countries and territories ranging from hospitals, clinics and physicians, to air ambulances, house-call physicians and medical escorts, all identified as offering high quality care according to international standards. Healthcare quality and ease of access to global travelers form the primary focus of our provider assessment. So whether you need complex or acute tertiary care or more routine consultations, we provide access to medical care specific to your needs.

Does my SafeTrip Travel Medical Plan require me to use specific hospitals, doctors or clinics?

In short, no. We are committed to your care, wherever you go. However, in order to reap the full benefit of our travel protection, we strongly recommend that you contact us before seeking care so we can refer you quality, pre-screened local providers. If you choose to go to other facilities, we cannot be certain of the quality of care you will receive. However, UnitedHealthcare Global will provide the same support regardless of where you are treated.

What happens in the event of a hospitalization?

It is important that UnitedHealthcare Global is notified as soon as possible. Our Emergency Response Center professionals will monitor your care and work through the complex details of foreign hospitalizations on your behalf. Our staff will immediately speak with your treating doctor to assess your condition, your treatment plans, and whether or not a medical evacuation is necessary. At your request, we will update your family, employer and personal physician as appropriate, as well as coordinate all travel medical insurance verifications and admission details, leaving you to focus on getting better.

How does UnitedHealthcare Global facilitate hospital admissions?

In many countries up-front payment is required before receiving medical treatment. Our priority is ensuring you experience no delay in receiving the appropriate care. To ensure this, UnitedHealthcare Global coordinates all billing and insurance verifications, including settling any guarantees of payment, providing you timely access to treatment without annoying and potentially significant out-of-pocket expenses.

What if the local facilities are not capable of providing treatment?

In evaluating the local facilities, UnitedHealthcare Global considers such factors as the quality of the clinicians, medical technology and specialties available, along with the patient's medical requirements. If facilities are inadequate, our Physician Advisors then evaluate a medical evacuation. At this point, the decision to evacuate will take into consideration the severity of the medical condition, and balance the quality of care that can be accessed locally, against the medical risks involved in a medical evacuation. When a decision to evacuate is made, our clinical team then manages the evacuation plan, including any needs the patient may have en route. Throughout the entire process UnitedHealthcare Global will consult with all parties involved and fully manage the issues surrounding the evacuation.

What is the typical cost to medically evacuate someone?

Evacuation costs vary, depending on the location and severity of the medical problem. Typically, an evacuation can run anywhere from $10,000 to $250,000 or more. With SafeTrip travel protection plans, your coverage includes up to $1,000,000 for the costs of a medical evacuation.

What is involved in a medical evacuation?

Evacuations are complex and typically involve:

  • Evaluation of the transport requirements (such as oxygen requirements, healthcare specialists, special equipment, altitude specifications, etc.)
  • Discharge administration
  • Admission into a new facility
  • Identifying qualified aeromedical escorts and air ambulances
  • Coordinating ground transportation on both ends of the evacuation
  • Immigration and flight clearances
  • Assistance with family travel arrangements
What are the types of medical evacuation?

The evacuation method is determined based on the patient's condition and location, and may be:

  • Commercial Airline Transfer (for less severe medical problems, such as a broken arm)
  • Commercial Airline Transfer with Medical or Non-Medical Escort
  • Stretcher Commercial Airline Transfer (several seats are removed for the stretcher)
  • Air Ambulance Transfer
Once I or a loved one is released from a hospital, do services end?

No. We will continue to monitor your case until you are returned home, or have received final treatment.

What if I have a non-medical problem?

We are here for you. You can call our Emergency Response Center for help to assist with lost or stolen passports, legal referrals, translation services, emergency transfer of funds and a host of other non-medical problems.

UnitedHealthcare Global provides travel and medical assistance through our 24/7 Emergency Response Center. Supported by an in-house team of clinical experts, we support insured travelers with travel intelligence, advice and access to a pre-screened, worldwide network of medical and evacuation resources.

Are there countries that are not covered under a SafeTrip policy?

When traveling internationally, you can purchase SafeTrip travel protection when visiting any country other than: Afghanistan, Antarctica, Cuba, Iran, Iraq, Libya, North Korea, Somalia, South Sudan, Sudan, and Syria.

In addition to the excluded countries noted above, security evacuations are not a covered benefit in the following countries due to the current security situation and presence of an evacuation order: Azerbaijan, Central African Republic, Chad, Ethiopia (Tigray region only), Haiti, India (Kashmir region only), Myanmar, Ukraine (Donetsk, Luhansk and Crimea), Venezuela, and Yemen.

All products and services are available where permitted or not prohibited by applicable laws, which laws may change from time and time. As such, the excluded countries list may change from time to time and without notice.

Always with you

We're just a phone call away, available 24 hours a day, 7 days a week