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.
Expect to settle at the time
House calls are generally paid at the visit rather than billed to an insurer, and reimbursed afterwards on the strength of your documentation. Direct settlement with an insurer is normally arranged only for larger cases and usually depends on a guarantee-of-payment letter, which takes correspondence somebody has to drive and is not realistic for a single visit at midnight. Plan on paying and claiming.
What we will not publish
A price list. Fees vary by provider, by hour, by distance and by what the visit involves, and a figure published here would be out of date and misleading in short order — particularly at the moment somebody is deciding whether they can afford to be seen. We will tell you the position for your specific case before anything is committed, and we will get it in advance rather than after.
The two documents, again, because they matter
An itemised receipt, and a clinical note stating what was found and what was done — in English if at all possible. The receipt alone is frequently not enough: an insurer wants to know why. Ask for both before the practitioner leaves. Obtaining a note weeks later, from another country, in another language, from a practitioner who has seen a hundred patients since, is far harder than asking while they are standing in front of you.
What insurers query
Read your own policy rather than a summary, but the recurring friction points are worth knowing: whether the policy required you to call the assistance line before treatment, whether the incident category is excluded — scooter and motorcycle incidents most commonly, along with alcohol-related incidents and pre-existing conditions — and whether the documentation shows a medical need rather than a convenience. We handle the correspondence and keep copies; we cannot tell you what your insurer will accept.
What to have photographed before you need it
Passport pages. The insurance policy with its assistance number and reference. Current medication with doses copied exactly from the packet. Allergies and existing conditions. Your accommodation’s location pin with a landmark and gate details. Done once on arrival, this turns a fifteen-minute exchange while somebody is unwell into a single forwarded message.
Keep one thread
Every message, photograph, receipt and note about the episode in one place, dated. Claims are queried months later, when nobody remembers which day what happened on. Where we coordinate, everything runs through a single thread for exactly this reason, and we keep copies so anything lost can be resent.
What we arrange around the money
Confirming the fee position with the provider before the visit, collecting the receipt and clinical note, forwarding them in a form your insurer can use, handling any deposit or guarantee-of-payment correspondence where a case escalates to a facility, and chasing documentation afterwards. We coordinate without steering: which provider attends is settled by what the case needs, not by us.
The boundary
We do not diagnose, prescribe, treat or administer anything, we do not employ medical staff, and the practitioner who attends is not our staff. If the patient deteriorates while a visit is being arranged, dial 112 or 119 rather than waiting on a message.
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.
What a facility asks for before treatment is in hospital bills and deposits, and what an insurer needs from you 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 the fee question before the visit
Not afterwards, and not in the doorway. Whether a practitioner is coming to a hotel room or a villa, the fee position can be established when the visit is arranged, and knowing it removes the worst version of this — a family that is worried about the bill deciding to wait. If we are arranging the visit, we get that answer for you in advance as a matter of course.
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.