Help arrived where least expected: the Izola, Slovenia

Sometimes, insured individuals must seek treatment in remote or non-touristic areas, where hospitals may have no prior experience with international assistance companies. In such places, standard procedures like guarantee of payment letters may not be recognized, which can delay treatment or result in the patient having to cover the costs themselves.

One such case occurred recently in the town of Izola, Slovenia.

Case Summary

A 64-year-old insured patient suddenly fell ill with a fever of 39.5°C, coughing, and shortness of breath. He presented at Izola General Hospital — a facility outside Remed’s contracted provider network — and the hospital initially refused to accept the guarantee of payment letter.

Swift Coordination

As soon as the case was reported to our operations team, the patient was immediately informed. At the same time, our Network team contacted the hospital directly and, within just 30 minutes, succeeded in having our guarantee of payment accepted. This allowed the patient to receive immediate treatment.

Live Updates – Messaging with the Family Member

• 15:18 — Operator: “Unfortunately, the hospital you were referred to is not part of our network. We will attempt to submit a guarantee of payment on your behalf. If they refuse, you may need to cover all expenses yourself.”
• 15:26 — “We’re currently awaiting the hospital’s response. We will update you as soon as we receive confirmation.”
• 15:33 — Family member: “Thank you.”
• 15:48 — “Approval granted.”
• 15:49 — “Your company’s guarantee has been accepted.”

Diagnosis and Outcome

• Pneumonia
• Acute hypoxemic respiratory failure (Type I)
• Hypokalemia
• Primary hypertension

Despite treatment costs exceeding €5,000, the patient and their family did not have to make any out-of-pocket payments. After seven days of treatment, the patient was discharged in satisfactory condition.

Why It Matters

This case highlights that Remed Assistance is not only a coordination provider but also a global healthcare solutions partner that responds swiftly — even in crisis situations and the most difficult-to-reach locations.

You never know when or where help will be needed — but with Remed, you’ll never face it alone.