We don’t like to think about medical emergencies. But when they happen, having a clear plan gets you home—fast.
During a medical crisis it’s reassuring to know you have African Medical Evacuation specialists ready to help you 24/7. But what makes the Utomi Medical Evacuation Plan an essential item to pack for your trip? Who does it cover and how does it work? We answer all your frequently asked questions below.
Our contact details are:
Head office: +44 7853 112 907
South African office: +27 82 554 7600
WhatsApp: +44 7853 112 907
Telegram: +44 7853 112 907
Email: enquiry@aeroworx.co
Call, WhatsApp or Telegram us on +44 7853 112 907.
No, Utomi offers emergency medical evacuation cover only, not travel insurance. Our cover ensures if there is a medical emergency, you will be transported from a local hospital to one of Africa’s top modern medical treatment centres which will have been agreed by your health insurance company.
If you prefer more comprehensive cover that provides evacuation and hospitalisation cover in a medical emergency, as well as repatriation, our sister company Aeroworx can help. Find out about Emergency Evacuation and Medical cover for you and your family here.
If you require insurance that covers lost baggage, cancelled flights etc please visit our partner Battleface Insurance Services who have some of the best travel insurance policies available for extraordinary travellers. They can insure you for most countries, including those that are on Foreign Office watchlists, such as Lebanon and Mali. Plus, you will get a special price by coming through Aeroworx. Click here to find out more.
The patient must be under the care of medical professionals. We will then communicate with the medical team to understand what is needed for the medical emergency. The decision on whether to evacuate will be based on the conversation between our medical experts and the doctor treating the patient.
We mobilise the nearest suitable air ambulance. If an aircraft is locally available, departures are typically within hours; total time depends on distance and clearances.
We coordinate a vetted network of air ambulance operators to ensure availability rather than relying on a single aircraft.
We recommend our eSIM service. It is easy to install, provides cheap data and there is no need to change your SIM card. It’s all virtual. Find out how it works, if your phone is compatible and more here. Or, if you already know about eSIMs, you can buy yours here.
Aeroworx’s product does not cover babies under 14 days old and has a maximum age limit of 85 years old.
Yes.
Membership is available up to the maximum age permitted by the policy. Please check current eligibility before applying.
Yes. A parent or legal guardian must accompany a minor. If a second seat is unavailable, we arrange commercial travel for the other parent and local accommodation when applicable.
Pregnancy and related complications are not covered. Newborns are only eligible from 14 days old.
No. Pre‑existing conditions are excluded.
A pre-existing condition is any sickness, disease or other medical condition of the Insured Person which requires medical treatment, and which was known by the insured person and diagnosed before purchase of our product.
No. Eligible evacuation and related services are settled directly with providers within your policy’s terms.
Yes – All hospital costs post medical evacuation are covered on the Gold and Silver option. The Bronze option is evacuation only.
Hospital costs are not covered unless an air evacuation is medically necessary. Stabilisation costs linked to an approved evacuation are covered per policy terms.
No. Our medical team decides based on clinical needs and the nearest suitable accredited facility.
This is not search & rescue. Evacuations are hospital‑to‑hospital following assessment by a treating doctor.
Hospitalisation occurs only when medically necessary as determined by clinicians.
Yes. The Utomi product is designed to help those living, working and visiting Africa.
No. Evacuation is valid for the 48 African countries listed in the policy.
Yes – You can also purchase our policies while already travelling. When purchasing policies while travelling cover will start 24-hours after purchase and an exclusion for pre-existing medical conditions would re-apply.
We accept credit cards, including Visa, MasterCard and American Express. We also accept debit cards, bank-to-bank transfers and PayPal. As all benefits are in US dollars, we only accept US dollars for payments. However, if you pay with a local credit card or debit card, this will be converted into US dollars automatically.
First check your spam box. If you cannot locate the documents, contact us here.
No. Only the person covered by the Utomi product is shown on the certificate. The name of the payee is shown in the special conditions.
Not at this stage. However, our 24/7 call centre can handle cases in English, French, Portuguese, Afrikaans and Arabic.
If you have Evacuation Only cover – Yes, as we only cover air ambulance costs and having private medical insurance is a requirement to re-enter the country. If you have Silver or Gold cover – post evacuation hospital costs are included.
Hospital‑to‑hospital air evacuation coordination, in‑patient care during transfer, onward arrangements, and support for an accompanying family member when applicable. Depending on your level of cover, post‑evacuation hospital expenses may also be included.
Contact our team via WhatsApp/Telegram or email. We’ll guide you through eligibility and onboarding.
Have more questions? Contact our travel experts now and we’ll get you the answers you need.
When there’s a medical crisis, we get you home for treatment you can trust.
Book here – from just $2 per day.
Contact us by phone, WhatsApp, or Telegram at +44 7853 112 907, or use the form below.
As soon as you call, we are working on getting the patient to where they need to be
We deliver the patient to a hospital where medical insurance can take over
Providing you with precisely the cover you need and no extras – all at an affordable cost
For more details of Utomi’s medical evacuation cover, see our Frequently Asked Questions. Utomi is a product from Aeroworx, a company that specialises in medical emergency air evacuation and hospitalisation services in Africa.
We offer air evacuation, hospitalisation and repatriation policies to business, groups and individuals. If you require one policy that covers both emergency medical treatment and medical evacuation, head over to the Aeroworx site and find out about Emergency Evacuation and Medical cover for you and your family.
