10/10 review for flights home. On Call International assisted me when I broke my leg in Ireland on flying home comfortably. I broke my femur in a freak accident. Due to my fragile condition, and overall useless ability to do pretty much everything, my mother flew over from the states to Limerick to help me go to the bathroom, shower, change my clothes, walk, etc. This company took amazing care of us on our journey home. They flew me and my mother in business class, to accommodate my painful broken femur and necessary wheelchair assistance. On Call Insurance sorted every aspect of the journey making the flights as seemless as possible, given my gimpy condition. The customer sevice agent Tulla specifically was very helpful. She was available at any given time via text soothing my nerves and comforting us on our trip home. Thanks to On Call International for the help! read more

They rejected my daughter's hospital bill even though we had all the receipts.. we reached out to the person in charge of the study abroad and were informed that we could not make a claim until we got back.. So 100 days after the incident my daughter returned from Italy and the claim was denied because we took to long to file it.. What a joke... read more

They handled my situation with professionalism and never made me feel as if I was asking for something I hadn't paid for. Because of illness on a RV vacation, they provided plane fare for my husband and I to fly home and someone to bring our vehicle home. They have quite a network and they do all the logistics. read more

I don't even know where to begin. We purchased and trusted this company in the event we had and emergency. My husband fell while on a cruise and after being taken to the medical center on the cruise, they determined a hospital was needed once in port. Luckily, we were docking in the US and did not need Interntional care. It was determined that my husband need to be placed in a nursing facility for care and the hospital could not complete his care. The doctor's said that an air ambulance was needed due to the care that he might need while traveling. They went back and forth for days, causing us so much emotional stress and anxiety, that I eventually had to take it upon myself to transport him home. The day I made our own flight arrangements, after a week in the hospital, they called to tell me that they might be able to get him out in a few days. All of our luggage from a two-week trip would have to be shipped home at our expense. I am now sick from all the stress and can't even visit my husband because of my illness. I have never been so disappointment in a company in my 70 years of life. If we had the funds, we would be suing this company. Stay away!!!! Far far away!!! read more

I thought they were terrific! Everyone I talked with over the phone went out of their way to help and reassure me. I did not have one bad experience with them and I was in communication with them for a month. My husband fell in out of state while we were on vacation and hospitalized. This company helped him and me all through this nightmare. They flew him home with a nurse when he was stable enough to travel. Everyone was absolutely wonderful! Hospital employees were so impressed with them they asked to copy my insurance card to possibly purchase this insurance for themselves. I highly recommend OnCall International. Sincerely Will Cestaro, with much thanks! read more

I recently broke my ankle while traveling for work in Manila the Philippines. Every member of staff at OnCall that I talked to was absolutely wonderful from those manning the lines generally to the Medical Advisor. They were sympathetic and caring and tried to make the process as easy as possible for me. They made arrangements for my flight home and communicated clearly throughout the whole process. When initially calling I was steeling myself for a battle based on other experiences with other companies of this type, but the whole thing from beginning to end was easy and supportive. My experience would have been significantly worse if OnCall had not been as wonderful as they were. I would thoroughly recommend their services to others and am very grateful for everyone at OnCall who helped me. read more

Quick Review: 0 Stars if you need immediate/emergency help. 5 Stars for the excellent communication that happened at a later time- after I no longer needed help. I didn't get a worthwhile response until 10 hours later. No review for financial assistance, since none happened, it's dependent on your plan, and getting medical help is what's most important- so 3 stars overall- I was tempted to put 4 stars after talking to Paula, but was afraid that someone skimming the post would be misled. Long Story: In Spain, traveling alone- very sick. (Later, would come to find out it was 40 C/104 F fever and severe respiratory infection that came upon quickly and would require immediate hospitalization.) When I initially needed help, I did not receive it based on four phone calls to OnCall (over 30 minute hold for each call without live person or any automated help) and finally sent an e-mail that requested help stating my current location. Eventually, communicated with Nico via e-mail about ten hours later, who was very helpful. However, I had been seen by a doctor that came to the hotel, sent to the hospital because my condition needed immediate IV treatment to bring down the fever, treated at hospital, released from hospital, and made my own emergency arrangements back to US by that point. At that point, when I did call OnCall to thank Nico for his help, I made it through with no hold time. What if I didn't have the resources: financial resources for the hospital and to get back to the US (we're talking thousands upfront), capacity to find a hospital with translation services, capacity to make the travel arrangements, access via phone to US nurses/doctors to help monitor the situation, enough cell phone charge to make it all happen, just enough Spanish to get by, etc to make it all happen on my own? What if my condition had gotten worse during those hours that I would have needed OnCall's help? I wasted valuable time while I continued to get worse, time I could have used to call my credit card company who would have taken care of finding me a doctor or hospital and provided translation services. (I was foolish and trusting an emergency medical service to be more prompt in helping me.) If Nico had been available (I mean, obviously he wasn't working or assigned my case right away- all of his communications back and forth were super prompt and very helpful) from the beginning, I probably would be giving 5 stars and shouting praise from the mountaintops- but that wasn't the case and it wasn't even worth buying the insurance imo if you're looking for emergency help. Update to Original Post: Thank you OnCall for reading my review and having Paula S contact me so quickly. Paula was very informed, very courteous, and very compassionate. Paula took the time to hear all of my feedback and is going to take follow-up action based on my feedback. To clarify: OnCall did respond to my original e-mail (that included my location in Barcelona near Placa Catalunya) in about 50 minutes, but it just said this: "Hello from On Call International, I'm sorry you were not able to get through. Will you advise of your phone number I may reach you on as I'd need a little more information to assist with the nearest hospital. Please keep in mind, there isn't a network so you're able to go to any hospital of your choosing. I am waiting to receive your phone number so that I can assist." I am not including the name of the representative, because I think she will already be receiving feedback from the company. I told the company that this response was completely useless/inappropriate, because when you are calling/contacting the company it is an emergency and they should provide you with some options. (Nico provided hospital names, addresses, phone numbers in his e-mail and asked for my number to follow up.) Of course, a follow up phone call would be great, but most of us when sick find this particular e-mail useless for the following reasons. 1) Most of us might not have an international number for incalls- taking time to set that up when an e-mail can provide immediate information is just delaying treatment. (and most of us are in pretty dire straights if we're calling for hospital information) 2) Most of us may not speak the local language- so having someone call us to provide us the information, hoping we write down the address correctly (language difference, address formatting difference) to tell a taxi driver and then having to call back if there's an issue with what we wrote down (when there's no response on the phone or waiting another hour for an e-mail is unacceptable) read more

If you all know anything about Emergency Assistance you must know this company only works based on what YOU purchased. On Call is not an Insurance. They will only work based on the Policy purchased by the traveler. YOU the traveler purchased travel insurance through a Cruiseline or Airline or Resort etc... READ YOUR POLICY!!!! Everyone buys services but never reads the fine print and assume because of the picture on the brochure that you are covered. You all say "Well no one told me I needed to call you for help"... who needed to tell you!? YOU BOUGHT THE POLICY!!! Don't bash a company you know nothing about. They are not an Insurance!! They ASSIST with Medical Emergencies and require the proper paperwork advising the need for evacuation. If none is provided the company cannot risk a lawsuit and Evacuate a patient. Most of the negative reviews on here are all because they lack knowledge and never read their plan provisions. On Call International saved my Daughter and yess they asked for a lot of information but only because they had none to go off of. They activated their locals in Nairobi and it was a great a smooth mission. However, their phone lines are super busy so there were times when I was on hold for 10-20 mins but when I spoke to a rep I was able to get all the help I needed. Their high call volume is ridiculous but it is because On Call is the Assistance company for many many accounts. Even EXPEDIA! So you are not purchasing On Call Insurance. You're provided their services with the insurance YOU Purchased. Make your own arrangements if you need same day flights. Be more realistic when requesting help. Most of you are just being plain spoiled and want what cannot be provided at the time. Thank you On Call for all that you do! Not many appreciate you but you saved more lives than any review written. Too bad no one can see that. Xx read more

Ugh, unfortunately I have to agree with the other one-star reviewers that this company is a hot mess. I didn't even realize I'd be hiring them when I bought trip insurance under Trip Assure. They apparently then turn around and farm out the work to this company. Long story short, when my Delta flight to Athens was delayed by 10 hours, I missed my connecting flight. I had to buy another flight as I was in the airport. I will say they picked up the phone & did buy me another flight but it was nightmarish from start to finish, including telling me the airline I'd be using was called Hankook (even down to spelling it for me). When I arrived at the Athens airport and realized there was no such airline, there was quite a few minutes of panic as I found an information booth to help me (by process of elimination he figured which airline it probably was - the name wasn't even close to Hankook). Miraculously I was actually booked though. There were also several calls back and forth because they kept mangling my name badly in emails and I was worried they were going to mangle it on the ticket as well. Like not even CLOSE to my name. Several emails went ignored as I tried to figure this out (I had no cell service abroad, so that was another hassle). I did get where I needed to go but On Call made it a difficult, harrowing experience. I am currently waiting for an invoice from them so I can send it in to Trip Assure for a claim, and that has already taken two long phone calls and no invoice has arrived. I'm sure it will continue to go as smooth as a porcupine. If I buy travel insurance in the future, it won't be from any co. that farms out to this company. read more

They screwed up our services to get my mother home by three days. Never in contact with us. We had to keep calling to get updates. Finally she was transported. Well after we paid them upfront for all cost, we have been trying to get ahold of the claims department to have them send the claim to our mother insurance, so the insurance can help cover the cost, and make payment so we can get reimbursed for this crazy amount we paid upfront. No one from on call has been able to help or give the time of day to talk to us about the steps to do so. read more

Worst insurance "international help" company I've ever dealt with. Was on a gate one travel excursion in China and became sick and went to the hospital. The agents were surly, always asking for more documentation and after 30 hours since the incident , did nothing. Beware! If you have similar experience make out a report to the New Hampshire department of insurance. I am doing that as we speak. read more

Beware of these scammers!!!! They almost cost me my life!! Was sick in Thailand needed surgery they refused to pay. They said it was a pre-existing condition which it was not . Everyone be warned about using this company for your international insurance do not do it ! You have been warned ! Do not be misled by these tricksters and scammers . read more

One word... TERRIBLE! Don't waste your money. You can't count on this company to come through for you in a medical emergency. I had to call their claims number 6 times on Sunday before I was able to speak with anyone. Everytime I called, the call went into a que, waiting to connect to a claims representative. When the representative came on the line the call dropped. When I finally made a successful connect, the representative took the information and gave me a claim number. I was calling for my 89 year old father, who was on a bus tour and had to be taken by ambulance to the hospital. The bus tour continued without him as he was admitted. I explained that it was anticipated that he would be discharged possibly on Tuesday. They stated they would reach out to the hospital to obtain the required documentation and they would be in touch. Long story short, they LIED. Monday evening, no one had contacted the hospital. The discharge planner attempted to reach out and experienced the same issue with being on hold and calls dropping. I finally got through after this happening on 5 attempts and expressed my frustration. I finally got them to reach out to the hospital. Now here it is Tuesday morning and still no arrangements for my father to get back home. They are asking the hospital to jump through hoops providing information that is protected by HIPAA. Meanwhile, my father's luggage continued on with the bus tour and I had to make arrangements for it to be shipped back home. I provided them with the shipping receipt and was told they wouldn't pay for it. This is a totally worthless company!!! Now I'm having to make my own travel arrangements and paying out of pocket because of their total disregard of circumstances. HE IS STRANDED CLEAR ACROSS THE COUNTRY AND THEY COULD CARE LESS. read more

The assistance from ON CALL to help us get home during a worldwide pandemic was TREMENDOUS! We were "stuck" in Sydney with no way out. I had very few resources to contact for help. When I called for help, through Travelex, I was referred to ON CALL. Subsequent calls / emails resulted in ON CALL contacting the hospital and consult with their staff. As a direct result of this support, we were able to arrange plans for an Air Ambulance, if required. We choose to fly direct from Sydney to San Francisco on a commercial flight. The support from the staff at ON CALL was TREMONDOUS. And was a major factor to getting us home. Also, I am thankful for the routine contacts (phone / email) that the ON CALL staff made to me (and the hospital) to check on us and offer assistance for whatever could done to help us. Our thanks can't be expressed enough! read more

** UPDATED +1* - see bottom ** -Edited from a blog post which was deleted from their website. TL;DR : We have been waiting since February for transportation home with on-call. It's August 7th. Some of the staff are nice though. I have had a disappointing experience with On-Call International. There have been 9 attempts to get us home, all failing due to flights being either cancelled or just not flying at all. Not their fault. At all. Completely get that. Some issues are to be expected what with the global Covid crisis as it is, however this company seem stuck in a time when flying was no big deal and cancellations were rare. You know, the good old days. A few reasons why the service as it is is a laughable excuse for emergency transportation. The process to book flights is very long winded. We suggest flights, some options are presented, but rarely any that we know have the green light to fly (due to border closures) We accept their Skyscanner, 'first cheapest result' option, and then it's put on hold (if they are still available by the time they do it). Then it's sent for approval, then more time and less fingernails later we find out if we have been booked onto a flight. We can arrange and hold flights with an agent of our own but on-call 'specialists' are unable to book us on the same flights. Then, because we did not book the flights ourselves, we can't personally rearrange immediately at the airport with the airline if and when the flight is cancelled. Meaning we must leave the airport, contact on-call again and go through the whole process, again. Again. Again. The focus is definitely on finding the 'most economical' method of transport, as per the policy. Understandable, it's a business. But it means we don't necessarily get on flights that ARE available and successfully arriving in our home country, because of the added expense involved in booking it for that particular day or with that airline. We have been waiting for half a year in a foreign country with no other support. But there have been HUNDREDS of flights landing in our home country from around the world, but we have (obviously) not been booked on any of them. Just the NINE aforementioned - that didn't fly. Surely as 'specialists' they can do better? Almost every time we speak to an agent, it's a different agent. We have been assigned coordinators many times, and as nice as they are really they can't seem to help (the second star goes to some of the more understanding/ trying to help staff). Our case has been escalated, assigned to a senior team, referred to our plan administrator, referred to a management team and advised by a security team. We don't have an "expansive network of global aviation resources, government contacts or collective intelligence capabilities" such as the experts you mention in your website, but we HAVE had to forward repatriation details of flights from airlines' FACEBOOK pages to try and get home. The window of opportunity was missed and the seats (apparently) had sold out according to an agent. We travelled over land 300 miles with some of our last savings to get to an airport which we were being flown out of, only for it to be cancelled and us to be stranded in that city for over a month. How nice it would be to be offered a private charter flight as they mentioned on their website. As it stands we are still waiting to get home to our family, out of money in a foreign country with no foreseeable end in sight. Some suggestions: - Have ONE or TWO people dealing with a case. - Be more transparent about your parameters for decisions with your clients. We can handle it. - Accept help from your clients.They sometimes have an intimate knowledge of the local situation. The best customer focused service comes from the customer. - Streamline your booking procedure for flights. The backwards and forwards of it all is long winded, frustrating and probably, more expensive for you. - Include social media platform notifications from airlines/agents/governments/officials as part of your passive research - because why aren't you doing this already? - The man hours you will spend on a complex case isn't worth saving 10% on ' The most economical' flights. ****UPDATE**** True to their word, on-call did contact me and discussed our situation. They were helpful and became more understanding of our needs and current situation, then proceeded to research the best way to get us home. One week later... We have been reunited with our family and are safely at home. Although it is true the road has been arduous, we certainly appreciate the final result. My advice to people in a similar, chronic situation like ours; don't rest on your laurels, keep trying to get yourself home as well as using a company such as On-call. Good luck. I truly hope they can take this as a case study and run with it. read more

Two words: despicable scum. Hospitalized wife, ready to go home. For 2 days they insisted on nothing but an air ambulance to Helsinki. All she needs is access to a bathroom to deal with her ongoing diarrhea. Current plan: return via coach (we paid for premium coach, ourselves) and if she can't make it to the toilet, tough. NEVER EVER EVER WASTE YOUR MONEY ON THESE HUMAN TURDS read more

Still waiting after 6-1/2 months for payment of medical travel insurance for our 90 year old mother. They evacuated her, but has NOT paid for the medical portion.. Totally unacceptable! read more

On Cll promises to help you 24/7 with medical care while abroad, but they do not deliver. I contacted on call regarding an injury to my leg I incurred while running in China where I am currently for work. Nothing life threatening, but very swollen and very painful. I received a response right away asking for more information and then things really slowed down. Since then I have tried to contact On Call either through email or the phone. After a long phone call in which it was explained to me that they were still awaiting approval from an insurance company to process my claim. Later, they emailed to say they could not confirm my account and needed more information though I had provided them with my account no and organization name when I first contacted them. It's been over a week now and I still have not gotten any real help from OCI. It's clear to me that they deemed my case non life threatening and are choosing to let the processing phase drag out hoping I get frustrated and give up. Or that my trip will end and I will seek medical attention once back in US and no longer their responsibility. On Call represents everything that is wrong with the insurance industry. They have done everything the could to duck their responsibility and will probably get away with it. Don't do business with them! read more

I had the misfortune of being a vendor for On Call International & EA+ Plus. I was to return a car for one of their clients to there home. I signed their vendor agreement, and delivered the car. Client's happy and so am I. On Call International & EA+ Plus. received my invoice and after a month plus of no communication, finally said that in spite of per diem being in the contract said that they would only pay actual expenses. Since the trip included BC, Canada, my credit card receipts were converted by the CC company. They said that they had their own conversion program and they would use that. After, another month or so they send a check about 20% short. AND no per diem. I cut up the check and created a web site http://oncallinternationalsux.com/ Here you can read all of the details and more reviews that are mostly negative. My thought is when the word gets around that if you deal with them you could get screwed, they will be left with vendors that are really low life's and you could get hurt. read more

Worst company ever. Please do not use. Bad service. Stuck in hospital 10 days. No call backs. Lied about talking to doctor while I was standing right next to him. Poorly ran company. read more

We cannot thank the On Call International staff enough for helping us coordinate a med evac flight for my family member out of the Bahamas and back to the US. Everyone that we interacted with were great -- they were courteous, timely in their call backs and answered all of our questions in a very stressful time for my family. We cannot thank them enough. read more

This company is horrible!! My 69 year old mother fell off a 15 foot cliff onto rocks while on vacation in Baja and was badly injured. They did NOTHING to help her. After the Mexican doctor told them she needed to be airlifted back to the states because of her injuries, they did everything they could to avoid helping her. She ultimately had to pay the doctor cash and pay cash up front for an ambulance to drive her 5 hours to the border and my dad drove her to a hospital where she had surgery to a compound fracture on her wrist and a broken arm. read more

This is the worst excuse for insurance you can imagine! DO NOT DO NOT DO NOT use this insurance company and make sure the insurance company you did buy through is not outsourcing to them when executing a claim! I agree with what someone else wrote that they'd rather see your loved one come home in a casket rather than save them internationally. Is paperwork really that necessary? One page should suffice and language is a realistic barrier they do not work with. I was asked to help one of our passengers on a tour in Japan and had I not been there to help her through all the hurdles this company required, she would not have made it. MAKE SURE YOUR INSURANCE COMPANY DOES NOT HAVE THEM AS THEIR executor of claim! READ the FINE PRINT TILL YOU ARE CROSS EYED! They hide behind wording and your poor loved one is the victim of this! B E W A R E! DO NOT USE THIS COMPANY! read more

Totally underwhelmed by their service. My wife and I were on vacation over Christmas in Europe, when she became ill.The illness was not serious, but we requested that "On Call International" contact our airline while she was sick to inform them we would have to delay flights (and while phone lines were busy over the vacation). They failed to do this, and this caused us to incur financial penalties. My wife had to visit a local walk-in clinic/emergency room for her illness. "On Line International" required completely unrealistic paperwork from the local doctor (in many pages of technical English, a language the (otherwise highly-competent) doctor did not speak) to submit the insurance. The doctor dismissed the form as preposterous (saying something like: "I spend my time curing people, not filling out forms"). On talking to the "On Call International" phone reps, they seemed incredulous that local emergency room doctors were not willing to fill out their bloated paperwork. I note that they did not offer translations of their forms into even the most widely-spoken languages (Mandarin, Spanish, etc...) A few of the phone reps I interacted with seemed capable, but inappropriately trained for their jobs. They were certainly not up to the challenges of coordinating international emergencies: none of them had any idea what the local European traditions were, and had absolutely no clue as to how to navigate local medical facilities. A few of the reps were outright incompetent, unfortunately. Therefore, the "International" in "On Call International" seems to be overly presumptuous. I cannot recommend this company. Sorry. read more

We finally canceled our case. Just too many arbitrary hoops to jump through. I wish I could give a rating less than one star. My medical team had released me to travel based on my vitals but wanted me to wait until after Monday to travel to give my new medication more time to work. That was not good enough for On Call. They have this arbitrary 72 hour rule and so it would be necessary for me to get another set of vitals after Monday. Additionally, when asked they would not guarantee a non stop flight. When asked why 72 hours I was told vitals can change. Well if that is steadfast true then to only vitals that mean anything would be those taken just before boarding the plain. Their decision supersede my medical team and one of the best vascular surgeon hospitals in the country. Needless to say we made our own travel plans based on my medical terms recommendations. read more

Unbelievable service . . . all bad. My wife needed to be medevac from Lhasa, Tibet, after an emergency appendectomy. The hospital was filthy, the operating room was not sterile, everything was really below 3rd world. We had a $1,00,000 medical repatriation policy that they were supposed to be servicing. OnCall delayed, always had a form they wanted filled out, every excuse in the world. Lhasa is at 12,000 ft and she developed altitude sickness and infections because they kept not flying her out. One excuse was that the airplane would have to fly too high and that would be bad for her . . . guess they never heard of cabin pressurization. Another excuse was that it was a holiday in Japan. Better issue those people some maps. We decided that On Call would rather send a body home than a live person. Luckily we had a small $100,000 policy with Travel Guard through our travel agent. We called them and she was flown out to Chengdu, China the next day (altitude 1,640 ft.) . Travel Guard paid the hospital fees in Chendu ($5,000) when On Call couldn't figure out how to do it. After another 10 days there she was finally released to fly home. On Call was supposed to make the reservations, but failed again so our travel agent, Travco, had to do it for them and ask them for their credit card. She finally flew out on the direct Chengdu to SFO flight. A week after she got home they called to see if she had arrived. Incompetent, poorly trained ladies in NH answer the phone . . . if you are lucky. When you buy travel insurance, ask who answers the phone. In many cases, it is the low-cost and low-performance vendor which is OnCall. Most travel insurance companies are only brokers and really only exist to accept your paperwork and pay what they want. My wife wrote a book about the experience, "If something should happen" that is available on Amazon and set up a website somethingdidhappen.com to make sure others don't have the same experience. read more

When my dad fell ill on a cruise, my parents counted on On Call International to get him to the care he needed as quickly as possible. While he was able to get to a hospital in Fiji, getting him transported to a larger hospital took 5 more days. Every day they told my mom he was going to a different country, only to tell her 12 hours later they couldn't secure admission to the hospital. New Zealand, Australia, home to Minneapolis, New Caledonia, French Polynesia. All of these were thrown out. My sister and I were panicked and wanting to reach our parents as quickly as possible but didn't know where they would be. We finally went to Fiji. Once there a few days, they secured admit to Honolulu but the plane they hired was grounded due to wind in California. They informed me that there was no closer service available. When I called them out on it they said they had a new plan to send him to LA. I demanded they stick with Honolulu and use a provider that had been taking care of my mom when they got off the ship. After excuses for why they couldn't and me pushing back, my dad was finally transported to Honolulu. If I wouldn't have stuck to my guns, who knows how much longer my dad would have been delayed in getting more advanced care. read more

I see a lot of negative reviews about On Call International but I have to tell you, our experience could not have been better. On Oct 4th 2018, my mother, who is a very active 86 year old, and I were on tour in Patagonia Chile. While in Torres del Paine National Park, which is pretty darn far from any kind of medical facilities, my mom was blown over by a gust of wind and fractured her pelvis! The tour company got her into a car and rushed her out of the park and back to Puerto Natales where she had an x-ray, confirming the fracture. We then had to head to Punta Arenas and meet with an orthopedist all the while staying in touch with On Call to get the ball rolling to get my mom back to the United States. The main thing to do with any incident is to contact the insurance company right away!! Luckily, we did just that. They knew what it would take to get her back safely and comfortably and that meant flying a nurse down from the states to accompany us back on a flight. We live in Vermont, so the flight schedule is bad enough when you are not injured but with a fractured pelvis its that much more complicated. Of all the breaks that you can have, a fractured pelvis is probably a better one, if there is such a thing as it requires bed rest and time for the bones to "stitch" back together, in about 6-8 weeks. For On Call to locate an emergency travel nurse and get him down to the bottom of the world took a few days while we waited it out in a hotel in Puntas Arenas. I stayed in constant touch with On Call and they kept me updated as to the status of the nurse and flight arrangements they were making on my mother's behalf via email and phone and they were very very helpful and concerned with my mother's condition. When the nurse, John Rowland, finally got to Chile, he was ready to turn right around and do the 16-hour trip all over again!! John was very kind and extremely experienced getting people in foreign countries back home. He also was very well versed in the kind fo break my mom has and really put her mind at rest before the long trip home. To have someone so knowledgeable travel with you to ensure that the injured is comfortable and safe was such a good feeling, my mom and I both felt as though we were really being looked after. No way could have I done this by myself, just my mom and I!! Thank you On Call!! And thank you John Rowland!! You did an amazing job, and we can't thank you enough. People should know that none of this happened instantaneously, it takes time to get a team together to get you out of whatever situation you are in and that is the reason why you have to contact On Call or any insurance company right away. Paperwork needs to be completed, a medical team needs to be consulted and finally, the travel team will help get you the heck out of there. I have noticed that a lot of people felt as though the process takes too long. My mom was getting frustrated as well but at the end of the day, On Call knew exactly what needed to be done and they didn't slow down for a minute in getting us out!! I can't say enough about their service. Both my mother and I highly recommend On Call. FYI- we didn't buy our travel insurance directly through On Call, but On Call was the emergency team that the insurance carrier called to help us out. read more

This company is about money and money only. My wife and I traveled to Hawaii for two weeks for our honeymoon. At the advice of our travel agent, we purchased travel insurance through On Call International. During our trip, my wife and I both slipped off a 40 foot cliff while hiking, and sustained severe (non life threatening) injuries. I immediately was told that we would need to be transported back to NJ via air ambulance. I was also told that the air ambulance cost over $100,000, but since we got the travel insurance, IT WOULD ALL BE TAKEN CARE OF. That was the first an only time I was happy I decided to purchase insurance through On Call. Needless to say, it is now 11 days since accident and my wife and I are still in Hawaii. On Call has given us the run around at every stage. First telling me I was not healthy enough to fly, even though I was cleared by multiple doctors at the hospital. They are now telling me that I need to wait another week, then get a CT Scan and they will re-evaluate at that point. On Call is hoping I get too frustrated, and buy a plane ticket myself to get home. This company is truly pathetic and I caution each and everyone of you to not purchase any insurance through them or risk dealing with what me or hundreds of others have been going through. Please feel free to email me with any and all questions , as I do not want to see anyone else go through what I currently am. read more

A family member fell and broke his leg far from home. It required hospitalization and rehab. When he was discharged -On Call Int'l booked flights for the family member and spouse and provided a nurse for the flight. It all went smoothly. I drove the family member's car home across 3 states and was reimbursed for my travel expenses. On Call also paid for my plane fare home. They communicated with my family on a prompt basis and did a great job! read more

Despicable company to deal with. Don't even wast your money. My mother had a heat attack in France. Opened a claim immediately. I constantly had to follow up with them. Was promised calls back that never happened. Questioned the quality of care my mother was receiving at hospital. Was told it was adequate by a representative from On Call International. Verified how- ? Still no answer to this day on that one. Nothing but lip service. Hospital sent all the documentation that was provided to them by On Call International- their response was the 1 form needed by the doctor to complete was missing from the packet. Of course it is the 1 form that would of given her a medical escort back home at International On Call's expense. My mother would of sat in France for almost another week if we not acted on our own to get her back home to the US. Now On Call International wants to say they did their due diligence on their behalf once they received the final document. ONCE....and that is after the fact. We would of had to then wait in addition to for a nurse to fly from the US to France (that is IF....IF they could locate one available) to escort my mother back home to the US. Bottom line they skirted around every which way possible to have to pay for any of the flight assistance back home with a medical evacuation escort. This would of costs them thousands of dollars. Then they want to blame us as members because we finally had to take matters into our own hands and fly home on our own. THIS COMPANY IS NOTHING BUT LIP SERVICE AND FRAUD! DO NOT WASTE YOUR MONEY ON A MEMBERSHIP. read more

They are a rip-off. Got a call about my 86 year old Mom in Moscow and they said "we can't pay for her if she wasn't admitted to the hospital" even though she broke her leg, needs surgery and is flying back tomorrow at our own cost. I asked the agent where she would prefer surgery for her own knee...don't spend a dime read more

Serious medical issue overseas. Paperwork was a bit cumbersome and took some time because foreign medical system was not used to it. Company got me home to my home safely and efficiently. I felt safe and cared for every step of the way. I do agree with the comments that not all people taking the calls were as competent and responsive as others. I am not sure why the dramatic discrepancy with other reviewers. read more

If your loved one is counting on these clowns for medevac repatriation services their life is in jeopardy. On Call International tries do to everything on the cheap. It took me 26 hours to get from Royal London Hospital to Kessler Rehabilitation Hospital in NJ with my son who was in critical condition because the first small ancient jet used had a major mechanical failure just after takeoff. Harrowing experience. They are the worst. read more

We bought travel insurance from this company when going on a 7 day Mediterranean cruise. The first night at our hotel in Barcelona I fell in the bathroom hitting the edge of the tub which split the skin on my buttocks. I was taken by ambulance to a hospital emergency room where I had to get eight stitches and they said I had probably fractured my coccyx due to the severe pain I was in. We called On Call about the medical bill and how to accommodate me for the rest of the trip because of the pain I was in. My wound became very infected the 2nd day of the cruise and I was making regular trips to the ships infirmary. Besides ruining my cruise I was worried about the return plane trip as it was very uncomfortable to sit. On Call said they could do nothing until I submitted a claim form signed by a doctor and they would email one to me. I gave them my personal email, the email of the cruise ship, and the email of the doctor on the cruise ship. I called them daily because the form never came. They finally sent it the morning we were disembarking the ship and headed to the airport, too late to get the cruise ship doctor to sign it and too late to do anything about my trip home. I believe they intentionally did not send me the form until the trip ended so they could avoid finding me alternate transportation. When I got home I submitted the medical bills but On Call said since I had my own medical insurance I had to use them. My insurance company at first said I was not covered out of the country so I had to appeal it with them. After several months my company agreed to pay the medical bills less a $100 deductible. On Call did pay the $100 after I argued with them. This company is a rip off and I would never use them again. read more

We were on European vacation that began in Athens and my father fell and fractured his hip on the first day of our trip. He required surgery. I contacted TripAssure to let them know what had happened. Shortly thereafter, On Call International reached out to me. My father wasn't released from the hospital for 10 days. My daughter and I stayed in Athens until his release. On Call International kept in touch with me AND the hospital the entire time. From the beginning, they mentioned that it was likely that they would send a nurse out to Athens (from the US), who would accompany my father on the flight home. They followed through on that and flights are scheduled for us to come home to California the da after oriole. I'm surprised by all of the negative reviews -- they have been nothing but helpful and professional. I will post a follow up if anything should change before we get home but, as of right now, I highly recommend this insurance coverage. read more

I bought a travel Insurance of Atlas Insurance International at www.insubuy.com on June 29, 2017 for my mum traveling on June 30, 2017. Sadly, my mum passed away on July 1st, 2017. I called the claim telephone number given to me by mail the same night. The operator asked my the telephone number of the funerary taking care g arrangement so they will handle directly with them. Then ON CALL was the department to handle my mum 's case. So I wait an don Monday , July 3rd, 2017 they did call, so it was a good sign for me. Nevertheless, the Funerary company was slow in sending the Death certificate. They did on July 7, 2017 and we wanted to buried her on July 8, 2017. I called directly to ON CALL, they explain me that they were busy translating it since it was in dutch. We were in Curacao, but would work on it as quickly as they could. July 8, 2017 *:00 a.m. I called again they told me they were waiting for authorization meanwhile I was driving to the funerary, ON CALL called me up to re assure me they will warranty payment so I request an email too. Upon arrival at funerary I had my email and the funerary company too. Thanks to Jehovah God and ON CALL, everything was on time. BTY I bought a policy of $274 and ON CALL covered an funeral of $ 5 thousand! HIGHLY RECOMMENDED!!!!!!!!!!! My recommendation is just follow the written instruction! read more

This service is a sham and I strongly recommend that anyone avoid using it. They requested form after form and never communicated any plan for transporting my mother home as she was hospitalized in relation to her terminal cancer at my brother's house. They continued to delay in arranging for transport, waiting for their medical team to evaluate whether a medical escort was needed and after 5 days we were left with no other option but to make our own plans to fly my mother home. Their lack of communication and failure to respond left my family even more traumatized than they already were. read more

Horrific. No reliable feedback. Travel protection supposed to support ill travelers' safe return home. Different representative handling the case every day. Unclear representation of services. No capability for scheduling until medical reports are submitted by hospital. Callbacks are ignored. And now, they want to delay transport by several days (medically impossible, and traumatic for a patient needing to return home to doctors and US care) in order to "arrange for an escort". NO HELP AT ALL!!! read more

Do not trust this company. I am still negotiating for my wife to go back to Chicago after an emergency. They keep on sending us form to fill and never done a thing. I talked to four of their employees and their nurse. People are trained to make us to run around and gave empty promises. read more