FAQ
Conflict in Middle East
The information contained in the FAQ is applicable to the majority of our customers, however we appreciate there are exceptions. In this event or if you have questions that aren't covered in the FAQ or need additional support, please contact our Helpline.
Version 1 - March 2026
Responses to queries raised by members in relation to current Middle East conflict.
If you have any further queries, please contact our Helpline.
Impacts on your International Health CoverClaims and serviceGetting support
Your medical cover remains in place, and you are covered for medical benefits as per your policy. From a medical coverage perspective, there is no specific impact on policies in the region except if an insured member is actively participating in the conflict or acting against medical advice of a treating doctor. In such scenarios, cover would be excluded.It’s important to mention however, that a small percentage of medical plans have a benefit for ‘Accidental Death’ and an exclusion applies to that benefit, which may need consideration, as per your policy Terms and Conditions.
Yes, treatment for chronic conditions and non-emergency cases is still covered.
No additional pre-approvals are required. Any benefits requiring pre-approval are indicated on your Table of Benefits and there is no change to those requirements.
If treatment is not available locally or it is unsafe to admit you to a hospital, evacuation will be arranged to the nearest suitable medical facility. Evacuation is subject to the ability to safely transport members and the availability of air carriers in the region.
If evacuation is not possible due to safety concerns or logistical challenges, we will continue to monitor the situation and explore alternative solutions to ensure your safety and access to care. However, delays may occur due to local conditions.
No. Members who choose to evacuate from their country of residence due to the conflict will continue to be covered under their policy. If your policy renewal falls due during this period, we recommend reaching out to us or your intermediary to ensure you are on the most appropriate plan for your current circumstances.
Yes, you can continue to submit claims as usual.
While we are committed to maintaining our usual service levels, there may be some delays in claims processing or other services due to logistical challenges in the region. We appreciate your understanding and patience during this time.
Yes, we remain fully operational in the affected countries. Our teams are working diligently to ensure uninterrupted service delivery.
Our operations remain stable and uninterrupted. The safety of our staff is a top priority. Staff have been relocated to safer areas, and some are working remotely to ensure continuity of service. We are reviewing the situation daily to ensure their wellbeing.
For medical emergencies or support, please contact our 24/7 Helpline. The number for your region can be found in your Benefit Guide or on your membership card.
We offer a range of support services, including:
Telehealth Hub for video consultation with medical professionals.
Confidential counselling through the Employee Assistance Programme (EAP).
Travel Security Services for safety advice and crisis support.
Access to the Mental Health Hub for self-help tools and resources
Please check your Table of Benefits or Benefit Guide to confirm if the services above are available as part of your policy.
If included in your plan, you can speak to a medical professional via a video consultation, phone call or live chat. All you need is a phone or device with internet access.
You can access the hub via MyHealth digital services or Lumi app. You may be asked to register when you sign-up for the service for the first time and you may need to have your ID and policy number to hand.
The Expat Assistance Programme (EAP) gives you access to counselling support for mental health care and other areas of your personal and professional life, including:
Confidential professional counselling: Access expat support from a clinical counsellor through phone, video, or face-to-face sessions*. This service offers multilingual support on a wide range of challenges you may face at one point or another, such as work-life balance, relationships, family/parenting, stress, low mood, isolation & loneliness, addiction concerns, cross-cultural transition, legal and financial referral.
Access to the wellness website and app: Discover online support services for expats, tools and articles for help and advice on health and wellbeing
*If included in your plan, these services will show in your Table of Benefits. Counselling is not available globally via live online chat or email. All calls are answered in either English or French, via the TELUS Health call centre, in Canada and this is not a free number (+1-905-886-3605).
Accessing your EAP
If included in your plan, you can go to 'Health Assistant /Wellness Hub' on MyHealth app or portal. Once there, simply click on Telus Health One.
The Travel Security Services offer access to a rich pool of professional advice and support that is available whenever you need it via phone, email or website, including:
Advice sheets: Advice and tips on mitigating a range of safety, security, and health concerns and keeping yourself and your property safe.
Alerts: Receive alerts of threats and disruptions worldwide, complemented by insightful analysis.
Local intelligence: Detailed categorised risk intelligence and risk ratings for many regions worldwide with access to the latest event synopsis.
24/7 Hotline: Direct support in times of crisis or when security advice or assistance is needed. Simply call +44 207 741 2185 (this is not a free number).
If included in your plan, these services will show in your Table of Benefits.
Accessing Travel Security Services
If included in your plan, you can go to 'Health Assistant /Wellness Hub' on MyHealth app or portal. Once there, simply click on Crisis24 Horizon.
