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.
Who actually decides
Three parties, in sequence. The treating clinicians decide whether the patient needs care that cannot be provided here and whether they are fit to travel. The insurer or assistance company decides whether it will authorise and pay for a move, at what level of medical escort, and by what routing. An air ambulance or medical escort provider, and the airline where a commercial flight is used, then apply their own requirements. We are none of these parties and we do not pretend otherwise.
Two different things, often confused
Evacuation means moving a patient to a facility that can provide care they cannot receive where they are — which may be elsewhere in Indonesia or in the region, and may be urgent. Repatriation means getting a patient home, usually once they are stable, and is frequently as much about the insurer’s cost position as about the clinical picture. The paperwork, the timelines and the decision-makers differ, and conflating them causes families to expect the wrong thing.
What we coordinate on the ground
Liaison between the facility, the family and the insurer’s assistance line, in English and Bahasa Indonesia. Gathering and forwarding the clinical documentation an insurer needs before it will authorise anything. Making sure records and imaging travel with the patient rather than after. Timing the ground segment against a flight, which is where plans most often slip. The vehicle from the ward to the aircraft, booked with a licensed operator. Practical support for family members: accommodation, their own flights, and being told what is happening.
What we will not tell you
What it will cost, or how long it will take. Those depend on the clinical picture, the level of escort required, aircraft or seat availability, and how quickly an insurer authorises — none of which are ours to set. Any figure we offered would be invented. We will tell you who holds each decision and help you press the right party, which is more useful than a guess.
Where delay usually comes from
Almost always documentation and authorisation rather than transport. An insurer cannot authorise without clinical information; the clinical information sits with a treating team that is busy; the family does not know who to ask; and it is often the middle of the night at the insurer’s end. Someone has to work that loop repeatedly and in two languages. That is the single most valuable thing a coordination desk does in these cases.
If there is no insurance
Then the family is the payer and the decisions are theirs, which makes accurate information more important rather than less. We will coordinate, obtain quotations from licensed providers so the choice is informed, and be direct about what is and is not possible. We will not push a course of action, and we have no financial relationship with any facility or transport provider that would make it worth our while to do so.
The boundary
We do not operate aircraft or ambulances, employ no medical escorts, and make no clinical or fitness-to-fly judgements. We are not a clinic or hospital and we hold no affiliation with any facility.
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.
The coordination involved is described in medical evacuation and repatriation from Bali, and the insurer’s part in travel insurance and guarantee of payment.
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.
Ask who holds which decision
Families under pressure often push the party in front of them, which is usually the facility or a coordinator, when the decision they need sits with an insurer or a treating clinician. Knowing who holds what makes the pressure effective instead of exhausting. We will always tell you plainly which party you need an answer from, even when that party is not us.
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.