Medical and operational coordination
Your assistance centre needs reliable medical advice, a cost estimate and a provider able to arrange care without upfront payment for covered services once the guarantee has been confirmed. This article explains how 911 Travel Assistance manages such cases in the Sousse region, from your first call to the invoice.
Written and medically reviewed by Dr Sami Ben Moumen, emergency physician, former public-sector emergency department and SMUR physician, Medical Director of 911 Travel Assistance.
24/7 operations line: +216 97 911 911 · operations@911travelassistance.com
Our resources in the Sousse region
• An operations call centre available 24 hours a day, 7 days a week in Monastir, around twenty kilometres from Sousse, receiving your requests and tracking every case.
• Our own ambulance service, with patient transport and medically supported transport suited to the patient’s condition.
• Doctors from our team for hotel visits in the tourist area: Port El Kantaoui, Hammam Sousse, Chott Meriem and central Sousse.
• Access to private clinics in Sousse for tests and hospital admissions.
• Coverage of all 16 delegations of the governorate, from Enfidha to M’saken (see private ambulance in Sousse).
• Multilingual coordination: French, English, German, Italian, Polish, Portuguese, Czech and Arabic.
A single medical management team validates decisions: you have a medical contact, not just a transport provider. See also our medical assistance in Sousse page.
The case pathway, step by step
1. Your request. By telephone or email. Give us the insured person’s identity, hotel, your case reference and the required service. Sometimes the patient or hotel contacts us first: we then contact you as soon as the insurer is identified.
2. Acknowledgement and quotation. Our centre confirms receipt and sends you a cost estimate.
3. Medical assessment. A doctor visits the patient or assesses them by telephone, according to urgency.
4. Initial medical report. Diagnosis, severity, proposed management and anticipated costs, sent to your medical adviser.
5. Your guarantee of payment. Once the guarantee and settlement arrangements have been confirmed, covered care is provided without upfront payment by the insured person. In a life-threatening emergency, care begins without delay.
6. The assignment. Hotel care, ambulance transport, clinic admission or airport transfer.
7. Follow-up. For a hospitalised patient, you receive regular medical updates, including any change affecting prognosis or budget.
8. Closure. Final report, itemised invoice and supporting documents.
Except in a life-threatening emergency, any quotation overrun or change of strategy is submitted for your approval before being undertaken.
Assignments you can entrust to us in Sousse
Assignment — What we do
Hotel medical visit: Examination, treatment on site, prescription and report for your medical adviser
Ambulance transport: From hotel to clinic, between facilities, or return after hospitalisation, with a doctor on board if the patient’s condition requires it
Private clinic admission: Selection of the facility according to the condition, presentation of your guarantee and medical follow-up
Independent medical opinion: Visit to a patient already hospitalised, assessment of length of stay and the possibility of returning home
Fitness to fly: Examination and certificate, airline medical form
Airport transfer: Monastir, Enfidha-Hammamet or Tunis-Carthage, with coordination of access to the aircraft subject to airport authorisations
Medical escort: Doctor or nurse on a scheduled flight, handover to an air ambulance team
Long-distance transfer: To Tunis, Sfax or another city by road
For details, see medical repatriation from Sousse, hospitalisation of a tourist and our medically equipped ambulance page.
The documents you receive
• Initial medical report, followed by progress reports and a final report, in French or English.
• Fitness-to-fly certificate and airline medical form if a return journey is planned.
• An assignment report for each transport: timings, patient’s condition at departure and arrival, and care provided.
• An invoice itemised by service, including your case reference.
• Copies of supporting documents: prescriptions, test results and hospital discharge or admission reports.
Medical information is sent only to your medical department, through the channels you specify.
Cost control
• A quotation before each non-life-threatening assignment, and prior approval for any overrun.
• The appropriate level of care: a hotel visit rather than a clinic visit when the patient’s condition allows it; patient transport or medically supported transport according to the coordinating doctor’s assessment.
• A medical opinion on the length of hospital stay and the possible return date.
• A tariff schedule provided to our partners.
Become a partner
We already work with European and international travel insurers and assistance companies. To register 911 Travel Assistance in your provider network:
1. Email operations@911travelassistance.com or use our contact form to request a partnership.
2. We send you our presentation, coverage areas and tariff schedule.
3. An agreement sets out the arrangements: contacts, timeframes, report format and invoicing.
Our general approach to insurance is described on the insurance and assistance page.
Operations contact
Telephone and WhatsApp 24/7: +216 97 911 911
Operations and guarantees of payment: operations@911travelassistance.com
Repatriations: rapatriement@911travelassistance.com