1. Travel Medical Insurance
What to do if you need emergency medical assistance abroad
Contact the Assistance Company using the phone numbers provided in your policy and in this guide. Please provide:
your first and last name;
your insurer — Halyk Insurance;
answers to the operator's questions.
The Assistance Company is Halyk Insurance's representative responsible for arranging medical and other assistance under your insurance program.
IMPORTANT: Notify the Assistance Company as soon as possible and follow their instructions. Failure to notify them may result in denial of your claim.
Assistance Company abroad:
BAR “Nova Assistance” SRL
Address: Republic of Moldova, Chisinau, Bucharest Street, 10, MD-2001
WhatsApp: +37379005222 (text messages only)
Telegram bot: NovaAssistance_bot
Email: office@novasist.net
Phone numbers:
Egypt +20693666856 +20693666857;
Turkey +902429880231 +902429880235;
Bulgaria +35956918004;
Thailand +66600035168;
Other countries: +37322994955
If you are unable to contact the Assistance Company and require urgent medical care, visit the nearest medical facility and pay for the services yourself. Notify the Assistance Company or Halyk Insurance as soon as possible, but no later than 3 days after receiving medical assistance.
How to receive reimbursement for medical expenses
Before leaving the medical facility, obtain:
certified medical reports and examination results;
proof of payment (invoices and receipts).
Submit all required documents to Halyk Insurance within 30 business days after returning to the Republic of Kazakhstan.
IMPORTANT: Electronic versions of the Rules for Voluntary Insurance of Persons Traveling Abroad, as well as the terms and conditions for other policy options, are available on the Halyk Insurance website. Please review them for the complete list of required documents, coverage details, and claim settlement procedures.
A reminder for holders of Halyk premium cards is available at the link.
2. Passenger Accident Insurance
Accident
Seek medical assistance and obtain all required medical certificates.
Trip cancellation
If you become ill:
Visit a medical facility and obtain a certificate showing the date of treatment, diagnosis, and prescribed treatment.
If your property is damaged:
Report the incident to the competent authorities and obtain supporting documents.
If your visa is refused:
Obtain an official visa refusal document from the embassy or consulate.
Loss of documents
Keep all documents confirming the expenses incurred to restore the lost documents.
Flight delay
Obtain:
your boarding pass showing check-in;
an official flight delay certificate;
receipts for meals and accommodation related to the delay.
Baggage loss
Report the loss to the carrier's representative and complete a Property Irregularity Report (PIR) or other applicable baggage report. Sign the report together with the carrier's representative. Submit a compensation claim to the carrier in accordance with its procedures.
Missed connecting flight
Request a certificate from the airline confirming the flight delay and the actual departure time. Keep your boarding pass or other proof of travel.
How to submit a claim
Notify Halyk Insurance within 3 business days after the insured event.
Collect all required documents, including proof of payment (invoices and receipts).
Submit the complete set of documents to Halyk Insurance within 30 business days for reimbursement.
Contacts
Contact center: +7 (727) 331-00-00
WhatsApp: +7 777 090 18 50