Emergency Support

What do in case of emergency

In the event of a serious illness or bodily injury which may lead to in-patient hospital treatment, follow the steps below.

1.  Contact us as soon as possible by phone or email to use our Digital Doctor service

As part of your GuardMe policy, we are able to provide medical GP support to you for free, in multiple languages. 

  • Call us on +420 221 860 685 (this is the number listed on the Certificate of Insurance). You can request a callback, and if you incur any phone charges, we can reimburse you.
  • Send an email to help@euro-center.com. If you provide your telephone number, within 24 hours, the assistance office will call you back (or the insured person if you are calling on behalf of someone else).

Please note:

If you have been charged for the call, you can ask for a reimbursement when making the claim.

Assistance can be provided in English, French, Spanish, Italian, German and Portuguese.

Our team is able to provide advice, and suggest which hospital might be most appropriate for you to visit.


2. If you require emergency support and you cannot call us, then you should go to the closest hospital.

In this type of extreme case, the hospital might directly bill your insurance company. For all other cases, students will need to pay in advance and then ask for a reimbursement via our claims process (see below for details on how to do so).


What to do if you require an emergency prescription

Students can request a video call with a doctor through Digital Doctor by calling the emergency line on +420 221 860 685. Medicine prescriptions for unexpected ailments can be provided through this service.


What to do when you need help, but it's not an emergency

If a student is unwell but doesn’t need to be hospitalised, there is no need to call the emergency line. Instead, the insured person can go to any clinic and then ask for a reimbursement later (see below to learn how to file a claim).

How to make a claim

Claims reimbursement

If you would like to request a reimbursement of expenses you have already paid, then you should contact the Claims Office. They are available Monday to Friday from 9 am to 5 pm (CET).

Be sure to provide a copy of your medical certificate and the invoice or receipts.

Telephone: +34 919 491 586

Email:  guardmeclaims@euro-center.com 

Additional support

Accessing your documents

Option 1:

You can contact your school or agency (where you purchased your insurance) to request a copy of all your insurance documents.

Option 2:

Alternatively, you can login to your account. In order to login, you will need the email address that was provided to us at the time your insurance was booked.

If you experience any problems logging in, your school or agent will be able to support you in accessing your documents.



Cover is available for some incidents related to COVID-19. Please see our Covid Cover for clarification on the circumstances in which you will be covered.