Frequently Asked Questions: Travel Risk Management & Emergency Assistance
In addition to our proactive education services and risk exposure assessments, your travelers have instant access to our full range of crisis response resources, 24 hours a day, 365 days a year. Whether they need a medical or political evacuation, assistance during a natural disaster, or even help locating quality medical care or finding a missing suitcase, your travelers can call us with any type of issue they encounter—in the US or abroad.
What On Call’s global emergency assistance services entail, and how are they different from On Call’s travel risk management services?
On Call’s emergency assistance services provide immediate, 24/7/365 support to travelers experiencing crises abroad—such as medical emergencies, hospitalizations, evacuations, natural disasters, or even more minor mishaps like a lost passport. Our Global Response Center teams coordinates care, logistics, and communication from start to finish.
Can On Call handle complex cases across diverse regions and high volumes of travelers?
With over 20 million lives protected, we have proven ability to manage high-volume, complex cases. Each year, we respond to over 167,000 assistance calls and manage more than 23,000 cases worldwide. Our experience is more than just a promise--it’s a proven track record of performance, compassion, and reliability.
Our emergency assistance capabilities extend far beyond our U.S. Global Response Center and our offices in the UK, Asia, and Australia. Through our expansive networks and partnerships, and as the U.S. Core Partner of the International Assistance Group (IAG), we extend our assistance services through a vetted network across more than 180 countries.
How does On Call manage and coordinate traveler emergency cases?
Unlike many providers, we don’t outsource assistance. Every case is coordinated by our in-house experts from intake to resolution. No third-party handoffs. No chatbots. Just real people, delivering real support—with empathy, urgency, and professionalism—24 hours a day, 365 days a year.
Every case is coordinated by our in-house, multilingual team of medical and security professionals, assistance coordinators, air medical transportation experts and claims specialists—all working together around the clock. This centralized, in-house model ensures every case is managed with real-time collaboration, hands-on oversight, and a consistent standard of care from start to finish.
What happens if a traveler needs to be evacuated?
If evacuation is necessary, we coordinate everything: logistics, transportation, permits, medical escorts, and communication with healthcare providers and your organization. We keep you informed every step of the way.
What makes On Call different from other travel risk management and emergency assistance providers?
Unlike traditional providers, we offer indemnified programs with a single point of contact for international emergency assistance and international medical coverage.
Through dedicated account management, custom program rollout strategies, proactive education and training, and structured quarterly business reviews--our client success team is with you every step of the way.
When you choose On Call, you gain more than a service provider—you gain a trusted partner committed to your people, your brand, and your strategic goals.
Are there any hidden fees or unexpected costs?
No. On Call believes in transparency. Every On Call client has an agreed upon capitated annual fee, fixed rate, or case fee model, dependent on what works for them. Contracts, including rates and rate models, are reviewed annually and all fees are plainly disclosed. This ensures predictable budgeting and complete transparency.
Can On Call customize our program based on region and/or traveler risk?
Yes. We offer modular programs so you can scale support based on traveler type, destination, and organizational needs. Higher-risk areas can include elevated services like security extraction or enhanced medical coverage.
We’re not here to plug you into a generic solution. We work collaboratively to build customized programs that reflect your unique risks, values, and priorities.
Can On Call’s travel tracking solutions integrate with our travel systems and/or booking platforms?
Yes. We can integrate with most travel management systems, HR platforms, and booking tools--ensuring traveler data flows smoothly for tracking, support, and compliance.
How do you ensure data privacy and traveler confidentiality?
On Call adheres to strict data protection standards.. All personal and medical information is stored securely and shared only with authorized personnel.
How do we get started with On Call International?
Getting started is simple. Contact our team to schedule a consultation. We’ll evaluate your current risk exposure and design a plan that fits your organization's unique needs and budget.
Want free travel risk management resources?
Visit our resource library for free travel risk management tools and best practices from our industry experts.