FAQs

FAQs

Frequently Asked Questions

Below are answers to some of the most frequently asked questions about Crisis Cover geolocation tracking, travel security and evacuation membership. Please see the full terms and conditions here.

If you can’t find the answer to your question here, please contact us.

What do I do in an emergency?

If you need immediate help, our team is here 24/7 to assist you wherever you are in the world. Simply press the alert button in your MyTrac™ app or contact us.

When a crisis or incident occurs near you, we will contact you to check on your safety and wellbeing. If we do not receive a response, we then seek other means to confirm you are ok. We may call, email or SMS you and contact local authorities and hospitals.

We will provide you with advice and/or on-the-ground support (at our discretion). In situations where there is an ongoing threat to your life, we may evacuate you.

Our specialist team can provide you with advice about your safety and dealing with government authorities. We will also transmit urgent messages to consulates and a member’s family and friends. You can access interpreters, as well as get referrals to local legal and medical specialists. If you lose your passport, travel documents or credit cards, we can assist you to replace them.

Who will be alerted if I am in trouble?

Our communication will depend on the situation or event. We will contact you to check on your safety and wellbeing if you press the alert button in MyTrac or if we determine that you are near an emergency or crisis event.

If we do not receive a response, we then seek other means to confirm you are ok. We may call, email or SMS you and contact local authorities and hospitals.

If you are incapacitated or can’t be reached, we will notify the emergency contact nominated by you.

What types of incidents does Crisis Cover respond to?

We can provide assistance services for a wide range of travel incidents including:

  • Protests, riots and civil unrest
  • Natural disasters
  • Terrorism
  • Pandemic
  • Violent crime
  • Wrongful detention
  • Kidnap for ransom
  • Blackmail or extortion
  • Disappearance or loss of contact

I have travel insurance, why do I need Crisis Cover?

We recommend you get comprehensive travel insurance for your travels. Travel insurance generally covers the financial risks associated with travel such as lost luggage, theft, trip delay and hospital expenses.

However, travel insurance requires you to suffer a loss before it can respond with its financial compensation. Travel insurance provides little to no cover for security incidents, such as terrorism. Travel insurance assistance is usually limited to talking to a call centre on the other side of the world.

Crisis Cover membership aims to fill the gaps in travel insurance. It is a proactive service designed to protect what cannot be measured in the dollars and cents of an insurance claim.

If the unexpected happens, our promise is to get you to safety. The ability to deploy security resources to guide members and their families to safety is not typically available in a travel insurance policy. There is no underlying motivation for us to limit claim exposure or contain costs as happens with insurance products.

As well as bringing you to safety, we aim to limit the impact or potential impact of an event such as a terrorist incident, a political crisis, or natural disaster on your wellbeing and travel plans.

Is it insurance?

No, Crisis Cover is not insurance. It is a geolocation tracking, travel security and assistance membership service.

We promise to get you to safety and limit the impact or potential impact of the event on you and your travels. The extent or nature of any response, assistance and evacuation services provided is at our sole and absolute discretion.

Crisis Cover does not provide any indemnity for loss or reimbursement of costs. Where payment for services is required in the delivery of services to you, we will pay directly to the service provider the reasonable and customary costs and charges we negotiate with them. There is no need for you to pay upfront or complete a claims process.

What is Crisis Cover?

Crisis Cover is a geolocation tracking, travel security and evacuation membership that offers safety in the unexpected. You can read more about the benefits of membership here.

Do I need to list all my destinations when I get a quote?

When you get a membership quote, we ask for the countries you will travel to. This is so that we can ensure you receive the correct country-based alerts for your trip, and so we can prioritise your safety in the event of a crisis affecting that country.

In the ‘Where are you going?’ tab on the quote page, you should enter or select every country you will be travelling to. If you miss a country this will mean that your travel to that country is not be covered by your Crisis Cover membership and we may be limited in the assistance we can provide to you should the unexpected happen.

If you are transiting through a country and will be there for less than 24 hours you do not need to enter or select that country.

Do you offer medical assistance?

Yes. There are two membership options – Crisis Secure and Crisis Defend. Crisis Defend members have access to medical advisory services.

We can assist members and their families to understand, monitor and coordinate a member’s emergency medical care needs. We can also assist with the coordination of medical bill payments, transportation of medical supplies and records, and the filing of travel and health insurance claims.

Who responds to incidents on-the-ground?

Our team is here 24/7 to assist you wherever you are in the world. You can contact us at any time via phone, email or messaging through your app or online via MyPortal. 

Our Crisis Response Centre is staffed hours by experienced security and medical professionals. You can ask for pre-travel advice or seek guidance on what to do if something does go wrong. Our highly experienced in-house crisis management and emergency response experts and security analysts will quickly help you via phone or in person.

If you need on-the-ground help, we use our network of 5,000 vetted in-country emergency response teams to provide a trusted and reassuring service. We can coordinate all aspects of crisis response to bring you to safety.

What experience does Crisis Cover have?

Crisis Cover is powered by FocusPoint International, which has more than 40 years in security and risk management services. 

FocusPoint is a global risk consultancy that specialises in the full provision of travel risk management, business resiliency for multinational organisations and crisis response solutions. Headquartered in the United States, FocusPoint maintains offices and personnel in emerging markets and key business centres throughout the world.

 FocusPoint is routinely engaged in 600 plus locations and 120 countries, with access to over 5,000 proprietary and vetted on-the-ground, multi-lingual, specialist crisis response teams. These specialist consultants and on-the-ground response personnel come from diverse backgrounds in law enforcement, elite military units, intelligence agencies, emergency medical and health care professions. Find out more.

How can Crisis Cover help me in a terrorist incident?

When a terrorist incident occurs, you will receive an alert via MyTrac and MyPortal if you are near the incident or if you have registered to receive alerts for the affected country.

Typically, our alerts are issued before the major news stations, meaning you have real-time information, giving you the best chance to stay away from danger. If you are near the event, we will contact you to check you are safe and provide advice or assistance.

Usually, terrorist incidents are one-off events and may not trigger the need for an evacuation. However, if a series of incidents occurs or if there is an imminent or ongoing threat to life, we may provide on-the-ground security services to arrange safe transport and evacuation out of the country.

How can Crisis Cover help me in a natural disaster?

When a natural disaster occurs, you will receive an alert via MyTrac and MyPortal if you are near the event or if you have registered to receive alerts for the affected country.

Typically, our alerts are issued before the major news stations, meaning you have real-time information, giving you the best chance to stay out of harm’s way. If you are near the event, we will contact you to check you are safe and provide advice or assistance.

With a natural disaster incident, there is often long-lasting damage, e.g. in the case of a hurricane or flood, which makes remaining in the country dangerous. In this situation, we may recommend evacuation to a safe location. If this is the case, we will arrange all of the on-the-ground security and transport services to bring you to safety.

How can Crisis Cover help me in a medical emergency?

Crisis Defend members have access to our medical assistance services.

We can assist members and their families to understand, monitor and coordinate a member’s emergency medical care needs. We can help coordinate medical bill payments, transportation of medical supplies and records, and the filing of travel and health insurance claims. We may also decide, at our discretion, to medically repatriate members to their home country at no additional cost to them.

Do I need to pay anything more in case of an emergency?

If you find yourself caught up in an emergency, whether a military coup, a terrorist incident or a natural disaster, and we decide to evacuate you or to deploy on-the-ground assets to assist you, your Crisis Cover membership covers the cost of securing your safety. There are no additional fees to pay. This includes in-country assistance, evacuation costs such as flights, boats or ground transport and temporary accommodation.

The extent or nature of any response, assistance and evacuation services we provide to members and any amounts we pay is at our sole and absolute discretion.

Will Crisis Cover pay the cost of returning me/my family home or just to the nearest safe country?

Crisis Cover prioritises your safety. Following an incident, we focus on getting you to a safe place and away from danger. Our Crisis Response Centre will determine the best course of action. This may be to evacuate you to your home country, to the nearest safe country, or for you to remain in another safe place until the incident passes.

If we decide (at our discretion) to evacuate you or to deploy on-the-ground specialists to assist you, the cost is covered by your membership.