Frequently Asked
Questions.

Frontierer is an Australia-based medical and travel assistance company providing 24/7 support for global IPMI and Travel Insurers. Services include medical assistance, travel assistance, complex medical case management, medical evacuations and repatriation, telehealth services, cost containment, and claims support across Australia, New Zealand, Asia, and the Pacific.

Frontierer has been in continuous operations since 2016.
Frontierer name is derived from the words Frontier ER.

Frontierer is an independent Australian proprietary company and it’s not a part of any insurance company.

Frontierer is headquartered in Brisbane, Australia, and operates 24/7 global medical assistance services. Brisbane serves as Frontierer’s operational hub for supporting global IPMI and travel insurers.

Frontierer supports medical operations across Australia, New Zealand, Asia, and the Pacific, including remote and complex destinations. In addition to Australia and New Zealand, it’s regional network includes locations such as Sri Lanka, Maldives, Fiji, Vanuatu, New Caledonia, French Polynesia, Papua New Guinea, Solomon Islands, Indonesia (including Bali and Lombok), East Timor and multiple countries across Southeast Asia such as Vietnam, Cambodia, Laos, and Thailand.

Frontierer coordinates air ambulance transport, commercial medical repatriation, and ground ambulance transfers.
For an ill or injured insured patient who needs to be evacuated, the Frontierer medical team evaluates clinical risks to the patient, quality of care at the location and the destination, available logistics, and cost-effective transport options to ensure insured patients receive appropriate safe transport.
Frontierer has access to other physicians in critical care, aero-medical and retrieval with air ambulance and ground transport providers in Australian, New Zealand and the Asia-Pacific region. For complex cases, Frontierer has access to highly trained critical care transport teams.

Frontierer combines medical expertise, local healthcare system knowledge and billing expertise, telehealth services, and provider network management to control medical costs without compromising quality of care. Frontierer aligns medical costs with regional fee benchmarks and its own datasets derived from multiple years of experience in travel insurance industry while actively reducing unnecessary admissions, investigations, and prolonged hospital stays.

Frontierer provides dedicated telehealth services for IPMI and travel insurers. Telehealth services include GP telehealth and urgent care telehealth in Australia and New Zealand. The mental health telehealth services including, psychiatry, psychology and counselling support base in Australia.

Frontierer sets a higher standard in medical assistance by combining specialist medical expertise, operational capability, and direct clinical oversight across medical cases. Our deep healthcare system knowledge allows us to guide safe, appropriate care for ill or injured travellers, even in challenging or lesser-known locations.

For insurers, this means high-quality medical outcomes, stronger case control, and disciplined cost management.

Frontierer’s medical team is led by a physician in critical care with extensive experience and proven leadership in the travel insurance and medical assistance industries. Our operations team is similarly led by an experienced medical assistance professional with deep industry knowledge.

Complex cross-border medical cases require experienced clinical judgement, regional healthcare system knowledge, and decisive operational coordination.

Frontierer supports insurers in managing complex medical cases across Australia, New Zealand, Asia, and the Pacific. When an insured traveller becomes seriously ill or injured, insurers may face multiple layers of clinical, patient safety, logistical, and cost-related risk — often shaped by the patient’s location and the capability of the local healthcare system.

These challenges can be particularly significant in parts of South-East Asia, including Vietnam, Cambodia, and Laos; South Asia, including Sri Lanka and the Maldives; and across the Pacific region, including Papua New Guinea, the Solomon Islands, Fiji, Vanuatu, New Caledonia, French Polynesia, and other South Pacific island nations.

Working alongside the insurer’s medical and assistance teams, Frontierer provides in-country case management, early clinical review, ongoing medical oversight, and practical operational guidance. Our medical team helps ensure appropriate care pathways, reduce unnecessary length of stay, and maintain cost discipline without compromising patient outcomes.

Where evacuation or repatriation may be required, Frontierer evaluates transport options against clinical risk, quality of local care, patient safety, operational feasibility, and cost. This allows insurers to make timely, well-informed decisions and helps ensure patients are moved safely and appropriately.

Over the past 10 years, Frontierer has built trusted medical assistance infrastructure across Australia, New Zealand, Asia, and the Pacific. Today, we support several thousand medical cases each year on behalf of our travel insurance and IPMI partners.

Frontierer’s leadership team brings together decades of experience across clinical medicine, global medical assistance operations, healthcare systems, and healthcare financial management. This depth of expertise allows us to manage complex cases with clinical confidence, operational discipline, and a clear understanding of insurer expectations.