Medical emergency in Bali: how we helped a solo traveller get home safely

Our customer was travelling solo in Bali when they suddenly started experiencing frightening numbness in their legs and significant pain in their spine. Symptoms like these are scary wherever you are. But experiencing them alone in another country, with no family nearby, can make them feel even more frightening.

The customer was admitted to the hospital, where the doctor began a series of tests to work out what was causing the symptoms.

Being hospitalised in Bali is stressful enough without having to navigate the logistics alone. Throughout the investigations, our assistance team remained closely involved, coordinating the support the customer needed and staying in regular contact with their family back in Australia. 

That support worked both ways. The customer knew someone was managing the details, while their family at home had regular updates and didn’t have to wait anxiously by the phone, unsure of what was happening.

We know how much family support means during a medical emergency overseas. Nobody should have to lie in a hospital bed in another country feeling alone.   

Once the medical investigations were complete and the doctors cleared the customer for the appropriate journey home, our team supported their return to Australia. Back home, they could continue their treatment closer to family, in familiar surroundings.

Travel insurance is often talked about in dollars: medical bills, cancellations, lost luggage. Those things matter. But this story shows the part people don’t always think about until they need it: having a real team to coordinate care, stay in touch, keep families informed and help plan the way home. 

When you’re unwell overseas, you shouldn’t have to become your own case manager. That’s what 24/7 emergency travel assistance is for. 

With PassportCard, many customers can also use their physical or digital red PassportCard to pay for eligible medical expenses, so there’s less upfront payment and paperwork to deal with when you’re already under pressure. 

No one plans for a medical emergency on holiday, but a few steps can make a stressful situation easier to manage: 

• Get medical help first – In an emergency, go to the nearest hospital or call local emergency services (112 in Indonesia). 

• Contact your travel insurer’s emergency assistance early – The sooner they know, the better they can help coordinate care, communicate with the hospital and guide you on next steps. 

• Keep your policy details handy – Save your policy number and emergency contact number on your phone and somewhere offline. For PassportCard customers, our toll-free reverse charge number is shown on the front of the PassportCard. 

• Tell someone at home – Let family or a close friend know where you are and give them your insurer’s contact details. 

• Know where to get consular help – For serious situations, the Australian Consulate-General in Bali and the Smartraveller website are your key contacts. 

Solo travel gives you freedom, but it also means there’s no travel buddy to call the insurer, sit in the waiting room or talk to doctors on your behalf.  

Before you go, make sure your travel insurance covers overseas medical treatment, includes 24/7 emergency assistance, and that you understand what’s included by reading the Product Disclosure Statement (PDS).