IMA Assistance

Partner access and a family trip

Check included people and separate requests for each illness. If a request concerned a parent but a child now needs care, do not automatically reuse the earlier confirmation. Identify the new patient and purpose. When communicating in another language, provide the agreement number in writing. One clear message identifying agreement, patient and current request is more useful to reception than disconnected card photographs. The partner document identifies the team; arrangements still need confirmation for the actual appointment.

When two travellers become ill, identify the patient for each appointment time. A shared family agreement does not make results shared records. Check specialty availability separately rather than moving a booking between people without notifying the organiser.

IMA Group and the contact for your agreement

IMA brings together several assistance activities, including travel and medical support. The group name alone does not identify the team responsible for an individual programme.

Check the contact on your policy, membership card or the document supplied by the service partner. Explain the country in which the agreement was issued and that care is being requested in Bulgaria. A corporate website is not a substitute for your operational case contact. Use the confirmed channel when sending medical information.

Checks for the actual appointment

1. A separate request for a child

   On a family holiday the policy buyer is not necessarily the patient. Give the child’s age and details rather than only a parent’s name. Check that confirmation concerns this patient and who will accompany them. Keep results apart from other family members’ documents. For a new illness, ask whether a separate case must be registered.

2. One verified channel for the case

   Keep the reference and contact of the responsible team. If a call does not connect, check another channel in the agreement or official instructions. An update to an existing case is easier to track than several unrelated requests. Send medical information to a verified recipient. Check receipt when your message contains an important change to appointment arrangements.

3. Exact address and appointment format

   Match the facility, address, date and request type. If the message only names Sunny Beach, obtain clarification before setting off. An assessment at a clinic and a visit to your accommodation are different requests. Report a hotel change or revised arrival time so instructions do not remain attached to a place where you are no longer staying.