In collaboration with ASSA Travel. Radar Panamá works with this company, and the analysis follows the same editorial standards. How we work
Contents of this guide
The right order
The order of the calls matters. The ASSA Travel website states that, in an emergency, local services are contacted first (911 or the local equivalent) and then the policy’s assistance center. The center coordinates medical care, which according to the website is arranged in about 90 minutes. Provider bills are directed to that same center.
When travelers pay out of pocket, for example at a clinic or a pharmacy, the website states they can request reimbursement on returning home, subject to the policy terms. For that, original invoices, medical reports and a copy of medication prescriptions are kept. With that file complete, claims analysts respond, according to the website, within the next 10 days.
Before the trip
Much of a claim is settled before departure. Three tasks beforehand smooth the way:
- Save the assistance contacts. ASSA Travel publishes an assistance contacts PDF and its website lists the service number 800-ASSA (2772) and a WhatsApp channel. Having them on the phone and on paper helps if there is no battery or data.
- Keep the policy at hand. The policy number and plan name (Silver, Gold, Platinum or Europe) are the first details any assistance center asks for.
- Read the General Conditions. The website points to that document for covered causes and exclusions; knowing what the plan covers avoids overpaying for a service the policy already includes.
During the emergency
The timeline below sums up what the ASSA Travel website describes and the order in which each step happens.
| Moment | What happens | What is advisable |
|---|---|---|
| First minutes | A medical emergency or incident occurs | Call local emergency services (911 or equivalent) |
| Shortly after | The assistance center is contacted | Give the plan, the policy number and the situation |
| Up to about 90 minutes | The center coordinates medical care | Follow the instructions on where to go |
| During care | Invoices and reports are generated | Ask for original invoices and the medical report; provider billing is directed to the center |
| If paid in cash | The cost stays with the traveler for now | Keep every receipt for the later reimbursement |
| On returning | The claim is filed | Gather the complete file and send it |
Data from the ASSA Travel website read in October 2026. Coordination and response times are those the insurer publishes and may be updated.
Afterwards: documents and claim
The file is what moves a claim. The ASSA Travel website asks to keep original invoices and medical reports, and a copy of prescriptions when there are medications to reimburse. Other documents that often accompany a travel file, depending on the claim type, are the policy, booking confirmations or tickets, and airline messages in a delay or cancellation. Which ones are required in each case is confirmed with the insurer when the claim is opened.
| Claim type | Key documents | Where to confirm |
|---|---|---|
| Medical care | Original invoices, medical report, prescriptions | Assistance center |
| Medication | Copy of the prescription and purchase receipt | Assistance center |
| Cancellation or interruption | Paid bookings, receipts and proof of the cause | Insurer, per General Conditions |
| Trip delay (12 hours) | Airline statement and extra expenses | Insurer, per General Conditions |
| Baggage | Carrier report and receipts for the contents | Insurer, per General Conditions |
The coverage that applies to each case depends on the plan contracted.
ASSA Travel publishes on its website the service channels, the assistance process and the Silver, Gold, Platinum and Europe plans. The assistance contacts PDF and the purchase page are linked from its site.
If the claim is not resolved
In Panama, complaints against an insurer follow a staged route that the Superintendency of Insurance and Reinsurance describes on its insurance consumer protection page:
- File the complaint in writing with the insurer. It goes through its dispute handling system; the company has 30 calendar days to reply in writing.
- Keep the stamped copy of receipt. The Superintendency states it serves as evidence that this step was completed.
- Go to the Superintendency. This applies if the insurer does not answer within those 30 days or if the answer is unsatisfactory. The deadline to file the formal complaint is up to 90 business days after the first step.
- Fill in the form and submit the minimum documents. The requirements are confirmed with the Superintendency.
- Attend the conciliation hearing. If there is no agreement, the Superintendency issues a final decision that must be complied with.
This content is informational and does not replace professional advice or the policy’s General Conditions. For travelers of advanced age or with medical conditions, Radar’s guides on the health system in Panama and on health entry requirements help place which services are expected at the destination and which depend on insurance.
Common mistakes
Claims get complicated for the same reasons. The insurer is called before emergency services. Original invoices are lost, although the website asks to keep them. Care is paid for without notifying the assistance center, so the case is hard to document later. Time passes without filing the claim, although each step has deadlines. And it is assumed that every travel expense is covered, without checking what the contracted plan includes.
Frequently asked questions
How is a travel insurance claim filed?
Local emergency services are contacted first and then the assistance center, and afterwards the claim is filed with original invoices and medical reports. According to the ASSA Travel website, claims analysts respond within the next 10 days.
Who is called first in an emergency abroad?
Local emergency services, such as 911 or the local equivalent. Then the policy’s assistance center is contacted, which coordinates medical care.
What documents are needed to claim?
Original invoices, medical reports and, if there are medications, a copy of the prescriptions, according to the ASSA Travel website. Other documents, such as bookings or airline statements, are confirmed with the insurer depending on the claim type.
How long does the insurer take to respond?
The ASSA Travel website states that claims analysts respond within the next 10 days. If the insurer does not answer a written complaint within 30 calendar days, the Superintendency of Insurance and Reinsurance accepts the case.
What can be done if the insurer denies the claim?
File a written complaint with the insurer and, if there is no solution, go to Panama’s Superintendency of Insurance and Reinsurance up to 90 business days later. The Superintendency sets a conciliation hearing and, if there is no agreement, issues a final decision.
Related articles
- How Panama’s health system works
- Vaccines and health requirements to enter Panama
- Medical tourism in Panama
Sources
- ASSA Travel Panamá: assistance process, documents and response times.
- ASSA Travel, assistance contacts (PDF).
- ASSA Travel, purchase page.
- Superintendencia de Seguros y Reaseguros de Panamá, insurance consumer protection: steps and deadlines for a complaint against an insurer.
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