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.
The two questions your policy answers
Does it require you to notify the assistance line before treatment, and does it settle directly with facilities or reimburse you afterwards? The first is the commonest reason a legitimate claim gets contested. The second determines whether you need a means of payment available for a deposit. Find both before you travel; neither is usefully discoverable at a counter at midnight.
Deposits, and why they are not obstruction
It is normal for a facility to ask a foreign patient for a deposit before non-emergency treatment where no guarantee of payment is in place. From the facility’s side this is straightforward risk management with a patient who may leave the country. From the patient’s side, at two in the morning, it feels like a wall. Knowing to expect it — and having a card with room on it — removes most of the distress.
Guarantee of payment, in plain terms
A document from your insurer confirming it will pay the facility directly. It does not appear automatically. Somebody has to connect the insurer’s assistance line with the hospital’s administration department, supply the clinical information the insurer asks for, and keep chasing — often overnight, across time zones, through several people. That chasing is one of the most concrete things a coordination desk does, and it is the part a family in a waiting room cannot realistically do.
What tends to be excluded
Read your own policy rather than a summary, and check these specifically: scooter and motorcycle incidents, which are the most common cause of visitor injury here 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 a policy or tell you what will be paid — only your insurer can, and we will not guess on their behalf.
The documents to leave with, every time
An itemised receipt and a clinical note describing what was found and what was done, in English where possible. For a hospital episode, add the discharge summary, any results and imaging, and copies of anything you signed. Ask while you are there. Obtaining these later from another country, in another language, is far harder than asking at the counter.
If there is no insurance
Then the family is the payer and accurate information matters more, not less. We will obtain the cost position from providers in advance where that is possible, be direct about what is and is not achievable, and coordinate without steering.
What we do and do not do
We handle insurer correspondence and documentation, admission and deposit formalities, interpreting, and collecting what a home insurer will want afterwards. We do not authorise treatment, decide coverage, guarantee reimbursement, pay bills on your behalf, or make clinical decisions. We are not a clinic or hospital and we do not employ medical staff.
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 obtained is in travel insurance and guarantee of payment, and which documents an admission desk asks for in hospital admission and discharge paperwork.
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.
Notify the assistance line, even when it seems unnecessary
If your policy requires notification before treatment, make the call — even for something that feels too minor to bother them with, and even at an awkward hour. It is a short conversation and a dated record, and it is the difference between a claim that settles and one argued over for months. Where we are coordinating, we will prompt you to do it and help with the call.
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.