Why Staying Connected Overseas Could Save Your Trip

When travelling overseas, many people look forward to disconnecting from everyday life and embracing the freedom of being away. Staying in touch is now easier than ever through apps like WhatsApp, Messenger, and iMessage, especially with widespread access to hotel and public Wi-Fi.

But there’s one important thing many travellers overlook: these apps often rely on internet access to work properly.

Before travelling, every traveller should make sure they can:

• Make and receive international phone calls
• Access important documents and policy information
• Contact their travel insurer’s emergency assistance team quickly
• Receive banking security codes and important travel updates
• Stay reachable in an emergency

In situations involving medical emergencies, lost passports, travel disruptions or natural disasters, being unreachable can quickly turn a stressful situation into a serious one.

Before you travel, ask yourself:

If I lost access to Wi-Fi right now, could I still contact the people who matter most?

Be Prepared: It’s More Than Just Common Sense  

To travel smart is to travel prepared. Here are a few things you should always consider before your trip:

• Have a working phone number that can make and receive traditional calls internationally. This could be an international roaming plan or a travel SIM with credit.
• Keep a backup power source like a charged power bank so your phone doesn’t die when you need it most.
• Save important numbers in your phone, including your travel insurer’s emergency assistance line and your policy number.
• Know how to call from overseas
  • Know the international dialling codes from the country you’re in.
  • If using your regular mobile phone, save the numbers in international format e.g. +614(etc)
• Have access to important documents
  • Leave copies of your passport, itinerary and insurance information with a family member or trusted friend.
  • Store documents in cloud and offline.
  • Email yourself a copy of the documents

Why It Matters: Emergencies Don’t Wait for Wi-Fi  

Imagine you're in a remote village, mid-hike, or even just navigating a foreign hospital system when something unexpected happens—an accident, a sudden illness, a lost passport. In those moments, you may need to contact your travel insurer’s emergency assistance team immediately. Speed and clarity are critical. This is not the time to be wondering whether the nearby café has decent Wi-Fi. Even if they did, insurers and emergency assistance providers rarely use encrypted services like WhatsApp or Messenger for official communication. This isn't about preference; it’s an operational necessity.

Emergency assistance operators and insurance providers record calls to ensure accuracy, protect your interests, and make sure the support you receive is properly documented. This protects both you and the insurer by creating a clear, reliable record of what was discussed.

Unfortunately, those encrypted apps don’t offer that functionality, which means they’re simply not viable for emergency support.

While many insurers and assistance providers can be contacted via email, ask yourself: if you needed urgent medical help at home, would you send an email, or make a call? Email is a helpful tool for an emergency assistance team; however, it is not treated with the same urgency as a phone call.

Travel is for enjoyment, not administrative burdens. Preparation before you go means less stress and quick access to support in crisis.

Digital Convenience Isn’t a Safety Net  

 It’s easy to fall into the habit of thinking, “I’ll just use Messenger if something happens.”

But emergencies aren’t predictable.

And when seconds matter, having the ability to place a traditional phone call to your insurer’s emergency support team can make all the difference, whether it's coordinating urgent medical care or finding your way out of a difficult situation in an unfamiliar country.  

Real-World Scenarios

A traveller in Bali developed severe gastro symptoms and quickly became dehydrated. After a local doctor attended their hotel and confirmed the illness was acute, the traveller contacted their insurer’s emergency assistance team directly.

The medical report was reviewed immediately and, when hospital admission became necessary the following day, the assistance team coordinated payment guarantees directly with the hospital once cover was confirmed.

As the traveller was unable to return home as planned, the team also worked with their travel agent to amend flights. Once discharged and medically cleared to travel, the traveller returned home safely.

Mugged in Paris

While travelling in Paris, a traveller was mugged and had their passport and wallet stolen.

After reporting the incident to local police, they contacted their insurer’s emergency assistance team directly. The team guided them through the next steps, including locating the nearest embassy and arranging emergency travel documentation.

Because the passport loss affected their scheduled return journey, the assistance team also helped coordinate amended travel arrangements. Once replacement documents were issued, the traveller was able to return home safely.

What could have been overwhelming in an unfamiliar country became far more manageable simply because the traveller could quickly access the right support.

What happens when you call?  

Go Insurance partners with On Call International, specialists in worldwide medical and travel assistance.

If you need help while travelling, you can contact them on:

+61 7 3481 9880 for Australian travellers

+64 918 2505 for New Zealand travellers.

When you call, have the following ready if possible:

• Your policy number
• Your location
• Details of what has happened
• Who is involved
• When the incident occurred

The assistance team can support with:

• Coordinating medical treatment and hospital support
• Arranging payment guarantees where cover is confirmed
• Assisting with emergency travel changes
• Helping with lost passports and travel documents
• Communicating urgent messages to family or travel agents
• Supporting travellers through emergency situations overseas

Cover is always subject to the terms, conditions, limits and exclusions outlined in your Product Disclosure Statement / Policy Wording. Even where a situation may not be covered, the assistance team can still help guide travellers through the situation and support their return home where possible.

Have a pen and paper handy during the call so you can keep track of any important information or next steps.

Preparation doesn’t take long. In fact, you can protect your trip in under two minutes

Before you zip up your suitcase, take two minutes to confirm:

​​☐​ My phone can make and receive international calls (roaming activated or travel SIM installed).

​​☐​ I have enough credit or an active international plan.

​​☐​ My insurer’s emergency assistance number is saved in international format (e.g. +61…).

​​☐​ My policy number is saved in my phone and/or easily accessible.

​​☐​ I’m carrying a charged power bank.

​​☐​ Important documents (passport, itinerary, insurance details) are saved offline and in the cloud.

​​☐​ A trusted person at home has copies of my key travel documents.

If you can tick every box, you’re not just ready to travel — you’re ready for the unexpected.

Final Word: Enjoy Your Trip, But Plan for the Unexpected  

Travel is one of life’s greatest joys. But as with all great adventures, a little foresight goes a long way.

Stay contactable.

Make sure your phone works beyond just Wi-Fi zones.

Know how to reach your emergency support team.

Because when you're far from home and things go wrong, being prepared can mean the difference between a manageable setback and a much more stressful situation.

Be safe. Be smart. Be reachable.

Jessy Harrington

Major Loss and Technical Claims Manager