Emergency and Advanced Health Care

Due to budget limitations, UNHCR is unable to financially support all emergency and advanced health issues faced by refugees and asylum seekers in Indonesia. UNHCR and partners have developed internal guidelines to determine which advanced medical treatments can be paid by UNHCR. 

Please note that UNHCR cannot reimburse any emergency or advanced medical treatment that was not approved before the care was provided.  Please consult with UNHCR’s partner – Yayasan Cita Wadah Swadaya (YCWS) – before visiting the specialist or hospital to check if the treatment can be covered.

As of 2026, YCWS will also handle emergency cases in field locations (outside of Jakarta and Greater Area). Although the ground of support is only limited to emergency, labor and delivery cases.

The YCWS Health Hotline number is: 0811 8161 511.

Process to request emergency medical care 

1. Refugees should visit a Puskesmas or clinic to obtain a referral letter.  

2. If the referral letter indicates Emergency Room (ER) care, contact the YCWS Health Hotline – 0811 8161 511.  The hotline team will verify the disease and symptoms and request immediate approval from management.  Referral letter to ER only valid 24 hours. If the Health Officer determines that it is an emergency, the Officer will refer you to the Emergency Room of the nearest hospital and the hospital will be informed that you are coming. 

3. If the Health Officer determines that it is not an emergency, your request will be recorded and submitted to the YCWS Helpdesk. You will be contacted by the Helpdesk the following Monday. 

4. Exceptions: In cases of seizures, bleeding, or accidents, refugees should contact the hotline directly, provide detailed information about the condition, and verify the case to arrange immediate transfer to the Emergency Room (ER). 

Process to request advanced medical care –(available only for those residing in the Greater Jakarta area) 

1. First seek medical treatment from your nearest PUSKESMAS.  

2. If the doctor determines that your health concern requires advanced treatment which is not available in PUSKESMAS, the doctor will write a referral letter for you.  The doctor will make this determination based on an assessment of your medical needs and not based on a request for a referral. A referral letter based on a patient’s own request will not be accepted. 

3. If you obtain a referral letter, submit the letter via WhatsApp to the YCWS Health Hotline – 0811 8161 511. 

4. Based on the information in the referral letter provided by the PUSKESMAS doctor, UNHCR and YCWS will determine whether UNHCR can support the treatment costs. This assessment will follow the internal guidelines that have been established to determine whether financial support can be provided. 

5. If YCWS receives your request after Monday at 12:00 PM, you will receive a reply to the following week. 

6. If YCWS receives your request by Monday at 12:00 PM, you will receive a reply no later than Wednesday of the same week. 

7. Please note that if treatment is provided without prior authorization, the cost of such treatment will not be eligible for reimbursement.