If this is life-threatening, call 112 (national emergency) or 119 (medical emergency / ambulance) first. 112 is the national emergency number in Indonesia; 119 is the public health emergency line (PSC 119) for ambulance and medical dispatch. Make that call before you contact us. Once help is moving, message the desk and we take over the coordination around it.
Read two lines of your policy before you fly
First: does the policy require you to notify the assistance line before treatment? Many do, and it is the single most common reason a legitimate claim gets contested. Second: does it settle directly with facilities, or reimburse you afterwards? That determines whether you need a card with room on it for a deposit. Everything else in the document matters less than these two lines.
The two documents to never leave without
An itemised receipt, and a clinical note describing what was found and what was done — in English if at all possible. A receipt alone frequently is not enough: insurers want to see why the treatment happened. Ask before you leave the consultation, because obtaining a note weeks later from another country, in another language, is a great deal harder than asking while you are standing there.
Guarantee of payment, explained
For anything beyond a routine consultation, direct settlement usually depends on a guarantee-of-payment letter: a document from your insurer confirming it will pay the facility directly. It does not appear automatically. Somebody has to put the insurer’s assistance line and the hospital’s administration department in contact, supply the clinical information the insurer asks for, and keep chasing until the letter exists — often across time zones, sometimes overnight. That chasing is a real part of what a coordination desk does.
Deposits
It is common for a facility to ask a foreign patient for a deposit before non-emergency treatment, particularly where no guarantee of payment is in place. This is normal practice rather than an obstruction, but it surprises people badly at a counter at midnight. Have a means of payment available and expect the conversation.
What tends to be excluded
Read your own policy rather than trusting a summary, but check these specifically before travelling: scooter and motorcycle incidents, which are the most common cause of visitor injury in Bali and are frequently excluded or conditional on holding a valid licence; alcohol-related incidents; pre-existing conditions; adventure activities including diving; and age limits. We cannot interpret your policy for you or tell you what will be paid — only your insurer can.
Keep one thread
Practical advice that pays for itself: keep every message, photograph and document about the episode in a single thread or folder, dated. Insurers query claims months later, when nobody remembers what happened on which day. Where we are coordinating, everything passes through one thread for exactly this reason, and we keep copies so documents can be resent.
Our part in this
We handle insurer correspondence, admission and deposit formalities, interpreting at the counter, and collecting documentation in a form a home insurer will accept. We do not authorise treatment, decide what is covered, or make clinical decisions, and we are not a clinic or hospital.
We publish a directory of listed facilities that carries its source and the date each entry was checked, and we withhold any direct line that has not passed two independent sources. Capability still changes by the hour, so while a case is live we confirm by phone, in Bahasa Indonesia, instead of relying on what a page said yesterday.
How a guarantee of payment is actually obtained is explained in travel insurance and guarantee of payment; what happens when a counter asks for money first is in hospital bills and deposits.
To reach the desk: WhatsApp +62 811-2859-0000, or email sales@balipremiumtrip.com. Sanur Emergency is a non-clinical medical coordination desk in Bali, Indonesia. We hold no ownership or management interest in any hospital, clinic or ambulance service.
If a claim is questioned later
Insurers frequently come back months afterwards asking for something nobody kept. The answer is almost always in the original documentation: the clinical note explaining why treatment happened, the itemised receipt, and the dated thread showing when the assistance line was contacted. Where we coordinated, we hold copies and can resend them. Where we did not, this is the argument for keeping everything in one place from the start.
Sanur Emergency is an independent medical concierge. We are not a clinic, hospital or ambulance operator, we do not employ medical staff, and we are not affiliated with any medical facility. All clinical care is delivered by licensed providers.