What is Air Doctor Connect?
It’s a service that comes included for free with all Citybond Suretravel Travel Insurance policies, powered by Air Doctor. It gives you access to more than 20,000 doctors globally while you’re on holiday abroad.
If you purchase single-trip or backpacker cover, we’ll give you details of how to access the service before your trip. For annual multi-trip cover, we’ll send you instructions when your policy starts.
Holiday medical support 24/7 – all just a click away
There’s no worse feeling than getting sick on holiday. Finding help when you do can sometimes be stressful too. This service can make it easier for you:
Get help 24/7
Find the doctor you need whilst abroad through the internet or download the app.
Worldwide support
Get help from selected medical experts around the world.
Choose your time and place
Be seen at a doctor, your hotel or on an online video consultation.
No language barriers
All medical support given is in your preferred language. So, there are no language barriers.
Nothing to pay
If you use Air Doctor Connect for outpatient treatment, not only will we waive your excess, but there will be nothing for you to pay and claim back later, as Air Doctor Connect will bill your insurer directly. The only thing you may need to pay for and claim later is any medication the treating doctor writes you a prescription for.
Pick up medication nearby
Choose a prescribing doctor and then if required collect prescriptions from a pharmacy close to your location.
Cashless and claimless
For GP or outpatient treatment, you won’t pay any excess and there’s no claims forms to complete.
How Air Doctor Connect works:
1. Download Air Doctor App on Google Play Store or Apple iStore or use the website
One click gets you into Air Doctor.
2. Select the specialty
You can select the relevant specialty per your needs.
3. Find a medical expert
The service offers a list of available doctors nearby your location.
4. Book your appointment
Choose to be seen at a doctor, your hotel or by video call. Your prescription will be sent to a local pharmacy.
5. In case you need to be hospitalised:
If you a need to go to hospital, your case will be transferred to our appointed 24/7 emergency medical assistance team.
How do I use Air Doctor Connect?
It’s easy to start using the service. You’ll just need:
- Access to the website or download the Air Doctor app from the app store while you’re away (using Wi-Fi or data on your device) (Please note: if you download the app or visit the website without clicking on our dedicated link, you will need to select ‘Air Doctor Connect’ from the drop down list before you can access the service.)
- Your travel insurance policy number
- The email address you used for your travel insurance policy
- Your date of birth
FAQs about Air Doctor Connect
In which cases can I use Air Doctor Connect, and in which cases should I not?
Air Doctor Connect is for outpatient medical care only. This includes any non-emergency medical services – anything from general practitioners to paediatrics. If an online or in-person consultation concludes that in-patient care is required, then Air Doctor Connect work alongside the insurers’ Emergency Medical Assistance team to handle that transition. Of course, if you require immediate emergency care, you should go directly to a hospital or an emergency clinic and contact 0333 005 1094 to alert the assistance team so they can support you ASAP.
How can I link my insurance coverage in the app?
If you purchased before 3rd July 2024, you can still access this service through our appointed emergency assistance team. If you purchased your policy after 3rd July 2024, please read below;
- If you use our dedicated link, your cover will automatically be linked once you register your details.
- If not, you will need to select ‘Air Doctor Connect’ from the drop down list. Then, in the Air Doctor app, head to the top left menu.
- Then select “My Coverage” to view the details of your existing insurance policy.
I can’t seem to register my details?
Please remember, if you purchased your policy before 3rd July 2024, you can still access this service but only through our appointed emergency assistance team. If you are still having issues registering your policy details, please head to the “Contact Us” section in the Air Doctor app to get assistance from our Customer Care team or contact Citybond Suretravel customer services on 0333 005 1094.
What is Air Doctor Connect’s customer support availability and what are the communication channels?
- The Air Doctor Connect Customer Care team is available 24 hours a day, 7 days per week, 365 days per year and offers multi-lingual support.
- The Customer Care team can provide assistance via phone, email, WhatsApp, and live chat.
Please Note: Phone assistance is guaranteed 24/7 in English only. Air Doctor can usually assist in other languages, but it might not be available all the time.
What should I do if I’m having an issue with my policy registration?
We hope you won’t have any issues if you click on the link we send you. Nevertheless, if you do encounter issues then first, you should verify that the policy number is correctly registered and that all your verification information is entered in the Air Doctor app. If you are still experiencing issues with policy registration and profile validation, please head to the “Contact Us” section in the Air Doctor app to get assistance from their Customer Care team or contact Citybond Suretravel customer services on 0333 005 1094.
What should I do if I have two valid policies at the same time?
On the main screen of the Air Doctor app, you will see two sections: on the right is a list of policy beneficiaries, and on the left is a list of policies. Simply select the policy relevant to your current trip from the list of policies to ensure you use Air Doctor Connect’s services through the right policy.
Can I make use of the app 24/7?
Yes, the app works 24/7 (as well as the Customer Care team) to ensure you can access timely medical services. If you require immediate emergency care, you should go directly to a hospital or an emergency clinic.
What languages can I receive my medical care in?
Air Doctor Connect has an extensive doctor’s network, consisting of over 20,000 doctors, in 78 countries across the globe, including the most popular destinations such as: US, France, Germany, Italy, China, Japan, Canada, India, Australia, New Zealand, Israel, Thailand, and Nepal. The doctors in our network speak a wide range of languages, ensuring that travellers can find one locally who speaks either their native language or one in which they are comfortable conducting a consultation.
When browsing for doctors in the app, simply filter your search by your preferred language to find a doctor who can assist you. When scheduling telemedicine (online) consultations, you can also select your preferred language when you make the appointment request. Our telemedicine service is offered in 21 languages. If you are unable to find a doctor who speaks your preferred language, please head to the “Contact Us” section in the Air Doctor app to get assistance from our Customer Care team.
Is my electronic prescription valid anywhere in the world?
You will be able to check with your doctor if they can prescribe a valid prescription in your current location. Make sure with the selected doctor before your consultation if they can provide a prescription based on your electronic prescription.