24 Hr Helpline

When you become a member of Assist Abroad
you will be given the 24/7 helpline number.

Languages Spoken

Each language version of this website has a different helpline number with a different start date.

When To Use The Helpline

• DO NOT CALL THE HELPLINE - CALL 112 FIRST
  For serious medical problems
  ( unconscious person, important injuries, chest pain, seizure, bleeding)
• DO NOT CALL THE HELPLINE - CALL 112 FIRST
  For Any type of fire
  ( house, car, business, property)

Do not call 112 or the helpline for non-emergencies such as property damage, break in to vehicles, theft of property, vandalism – especially where the suspect has gone – cars blocking the street etc.

Call the local police directly whose number you will find on the website under useful info

Please do not call 112 except in case of emergency because you may block lines for real emergencies.

HOWEVER, WHEN IN DOUBT CALL 112. You could save someone's life

The Assist Abroad helpline may be tried in 112 type emergency situations only after you have tried 112 and the national emergency numbers without success.

Please note that Assist Abroad is a membership based information service and is not organised to deal with life threatening emergencies and it's staff are not qualified to give advice.

What to Say When You Call the Helpline?

1. WHERE is the assistance needed (Location)
2. YOUR NAME and telephone number
3. WHAT happened (nature of emergency) and if it is happening now
4. WHO needs help or is involved and how many victims, suspects etc
5. WHY is the emergency happening (i.e depression) and obstacles to arrival of emergency services
6. ARE weapons involved? (knives, hand-guns, automatic weapons)
   
   ALWAYS STAY CALM – WAIT FOR INSTRUCTIONS – And follow them carefully – your assistance could mean the difference between life, death or serious injury
   
   Do not hang up until the operator tells you to!

IF THE EMERGENCY SITUATION IS NOT ONE WHERE YOU NEED TO CALL 112 OR THE STATE EMERGENCY SERVICES FIRST – AND IF YOU ARE UNABLE FOR ANY REASON TO FIND THE EMERGENCY ASSISTANCE FROM OUR WEBSITE THEN AND ONLY THEN – CALL THE HELPLINE !

When you call the helpline number you will either be answered immediately or you will hear a recorded voice giving you the estimated time before the call will be answered, with advice to call 112 if the emergency is of a serious or life-threatening nature, as mentioned earlier.

You will be asked for your name and date of birth, a security question derived from our records, the telephone number you are speaking from and where you are located. You will then be asked to explain the nature of the emergency.

WHATEVER HAPPENS PLEASE KEEP CALM – it will be much easier for our staff to help you

Wherever possible members should always try to find their emergency assistance from the website directly but of course we recognise that this will not always be possible.

However, if the helpline service is abused this will mean we will have to recruit and equip more multilingual call centre staff and inevitably will have to pass on the cost to members. For this reason Assist Abroad Limited limit calls to two per subscription year for individual members and double that for family members. If this level is reached, a reset fee is payable.The reset fee is €26 (£18) for individual members and members of a corporate plan and €52 (£36) for family members. For the terms and conditions relating to reset fees, see subscriber terms and conditions

We reserve the right in extreme circumstance, to refuse to accept calls.

Please note that all calls to the call centre are recorded and indexed to the members personal file.

What Can the Helpline Staff Do?

The helpline staff can:

• Transfer your call to an appropriate emergency service provider, family member, friend or third party selected by you
• Contact an emergency service provider on your behalf to make necessary arrangements you require and call you back.
• Give you any of the information available to members on the website
• Give you any of the information you have recorded in your personal file
• At your request, telephone third parties to explain your emergency and call you back.

What The Helpline Staff Cannot Do.

The helpline staff are not qualified to, and cannot give medical advice or recommendations as to what to do in any given situation. They are only there to facilitate and provide information about the nearest professional for your needs. Please also note that whilst we believe that our database is the most complete of its type and is constantly being updated, it is not comprehensive so that coverage in some countries and regions is less than adequate.

What Happens If I Cannot Get Through to the Helpline?

You will hear a recorded voice advising you to call 112 if you need to speak to the emergency services. Every effort is made to ensure that your calls are answered in a rapid and efficient manner. All calls are recorded to ensure accuracy.