24-Hour Emergency & Travel Assistance Services

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1 24-Hour Emergency & Travel Assistance Services Emergency travel assistance services are provided by Assist-Card Corporation of America, Inc. ( ASSIST-CARD ). These services are available 24 hours a day, 365 days a year through a toll-free or collect telephone number to the ASSIST-CARD Coordination Center: Toll-free within the United States and Canada: Outside the United States and Canada, call direct or collect: A. Pre-Trip Services: ASSIST-CARD shall provide via telephone the following standard travel information to the Covered Person ( Covered Person is hereby defined as any insured for whom the required premium is paid): 1. Passport and visa requirements, including information on how to obtain these documents; 2. Travel advisories; 3. Foreign currency exchange rates; 4. Inoculation and immunization requirements; 5. Temperature and weather conditions; 6. Address and telephone number of the nearest consulate or embassy; and 7. Cultural and other events, if applicable. B. Access to Medical Providers: If requested by the Covered Person, ASSIST-CARD will provide the contact information of hospitals, dental clinics, physicians or any other specialists in the area where the Covered Person is located. ASSIST-CARD will also set up appointments when needed. These providers have already been pre-screened for quality purposes and meet all standards for delivering a quality service. C. Medical Transfers (in-country): In case of a Medical Emergency, ASSIST-CARD will arrange and pay for the transfer of the Covered Person to the nearest medical facility in order for the Covered Person to receive medical attention. When the ASSIST-CARD Medical Department recommends transfer to a more adequate medical facility, such a transfer will be organized according to the conditions and means authorized by the ASSIST-CARD Alarm Center involved and exclusively within the territorial limits of the country where the event has occurred. A doctor or nurse, if necessary, may accompany the injured or ailing Covered Person. NOTE: Only medical reasons, deemed to be Medically Necessary at the sole discretion of ASSIST- CARD's Medical Department, will be taken into account to determine the appropriateness and/or urgency of the transfer of the Covered Person. Should the Covered Person or the Covered Person s family decide to make a transfer disregarding the opinion of the ASSIST-CARD Medical Department, ASSIST-CARD shall not be liable for such an action, and the transfer, its costs, and its consequences will be at the sole risk and expense of the Covered Person and/or the Covered Person s family. 1

2 D. Medical Evacuation & Repatriation: The medical evacuation or repatriation of the Covered Person will only be carried out when ASSIST-CARD's Medical Department deems it necessary, and exclusively as the result of a Medical Emergency. The repatriation of the injured Covered Person to his/her usual country of residence will be performed by a regular airline, accompanied by a doctor or a nurse (if applicable and subject to seat availability). This repatriation must be expressly authorized and coordinated by the ASSIST-CARD Alarm Center involved. Should the Covered Person or his/her family decide to make a medical repatriation disregarding the opinion of the ASSIST-CARD Medical Department, ASSIST-CARD shall not be liable for such an action, and the repatriation, its costs and its consequences will be at the sole risk and expense of the Covered Person and/or the Covered Person s family. NOTE: When the Covered Person is repatriated, ASSIST-CARD will organize and be in charge of the transfer for 1 (one) accompanying person to the Covered Person s place of permanent residence, provided that such accompanying person is travelling with the Covered Person at the time of the assistance causing such repatriation. The choice of the means to be used will be at ASSIST-CARD s total discretion. E. Repatriation of Remains: In the event of demise of a Covered Person, ASSIST-CARD will organize and pay the funerary repatriation for: 1. The coffin required for transportation and embalming services; 2. Administrative procedures, such as government authorization; and 3. Transportation from the airport of entrance to the country of permanent residence of the Covered Person by means that ASSIST-CARD deems most appropriate. F. Emergency Medical Expenses Advance: If a Covered Person suffers a medical emergency during the course of a trip which is 100 miles or more away from his/her place of permanent residence, ASSIST-CARD will advance medical payments to the Covered Person up to the Covered Person s Travel Accident Policy limit. The stated limit on the policy shall act as a guarantee of funds. G. Medical Monitoring: In case of an accident or sickness during the Covered Person s trip, ASSIST- CARD will monitor the development of the named accident or sickness, to ensure the correct procedures are followed until the medical problem is resolved. ASSIST-CARD will remain in communication with the Covered Person as well as Covered Person s family until the medical problem is resolved or stabilized. H. Return Of Minor: Should a Covered Person be traveling as the only companion of a child (or children) under the age of 18, and Covered Person assigned to take care of the child (children) is unable to care of the child (children) due to an illness or an accident that occurred during the trip, ASSIST-CARD will arrange and pay for the trip of a relative to accompany the child (children) back to their permanent place of residence. The choice of the means of transportation to be used for the minor's escort will be made exclusively by ASSIST-CARD. I. Return Of Elderly People: If a Covered Person travels with one or more Covered Persons over the age of 75 (seventy five) ( Elders ) and he/she cannot be in charge of the Elder(s) due to illness or accident that occurred during the trip, ASSIST-CARD will be in charge of organizing the transfer of one relative, so that he/she can accompany the Elder(s) to his/her place of permanent residence. The choice of the means of transportation to be used will be at ASSIST-CARD s exclusive discretion. J. Transfer Of A Relative: If a Covered Person who is traveling alone, has been hospitalized abroad, such hospitalization has been authorized by ASSIST-CARD's Medical Department, and as long as the foreseen duration of the hospitalization for the Covered Person is above 10 (ten) days, ASSIST- 2

3 CARD will arrange for the trip of a relative from his or her home to the place where the Covered Person is hospitalized by paying for an economy class airline ticket subject to seat availability. This benefit will be provided only in the event that the entire anticipated period of hospitalization falls within the Covered Person s policy limit. K. Eyeglasses Replacement: ASSIST-CARD will provide the service for the Covered Person to receive the eyeglasses that they need for continuing their trip. The cost for the eyeglasses and delivery will be paid for by the Covered Person. L. Medications Replacement: ASSIST-CARD will locate the medication the Covered Person needs in case they lose or forget it at some point during the trip. The medication and delivery costs will be paid for by the Covered Person. M. Lost Luggage: ASSIST-CARD shall assist a Covered Person with the following items, while any third party expenses, including shipping and/or express delivery charges shall be the responsibility of the Covered Person: 1. Locating his or her lost luggage and, if requested, ASSIST-CARD shall help a Covered Person secure replacement items from home; 2. Obtaining a lost transportation ticket application; and 3. Locating his or her lost documents and other important personal items. NOTE: ASSIST-CARD will not be liable for lost or delayed pieces of luggage. Any compensation due to lost or delayed luggage that the Covered Person may be entitled to shall be paid by the insurance company. N. Travel Reservation Services: In the event of an emergency, ASSIST-CARD shall help the Covered Person make emergency travel arrangements, including airline, hotel, and car rental reservations. The Covered Person is responsible for payment of all tickets, accommodations and rentals arranged. O. Destination Profiles: ASSIST-CARD shall provide information on any country and over 200 cities worldwide, including information on local entertainment, suggested itineraries, and health advisories. P. Legal Assistance Abroad: ASSIST-CARD shall provide the following legal-related services to the Covered Person upon his or her request: 1. Provision of the names, addresses and telephone numbers of lawyers in the area in which the Covered Person is traveling in case of a car accident, traffic violation, and civil or criminal offenses. The selection of and the expenses associated with a particular attorney are the responsibility of the Covered Person; 2. Notification of the proper embassy or consulate of the Covered Person s incarceration; 3. Continued communication with the incarcerated Covered Person and other designated parties where allowed by local law; 4. Advance of bail funds where allowed by local law and upon receipt of a satisfactory guarantee of reimbursement by the Covered Person CARD; and 5. Arrangement of the receipt of funds from third party sources. NOTE: ASSIST-CARD does not provide legal advice or counsel to Covered Persons. The obligation of ASSIST-CARD is limited to putting at the disposal the services of a professional. In all cases, the lawyers designated or recommended by ASSIST-CARD will act as agents of the Covered Persons without any right to claims or indemnifications against ASSIST-CARD for having recommended the professional. 3

4 Q. Message Service: In the event of an emergency, ASSIST-CARD will use its best efforts to transmit an urgent message from a Covered Person to the Covered Person s family, friends, and/or business associates. R. Language Services: If a Covered Person needs help communicating in case of an emergency, ASSIST-CARD shall provide translation services in all major languages via telephone to a Covered Person. If a Covered Person requires ongoing or more complex translation services in emergency situations, ASSIST-CARD shall refer the Covered Person to local translators. The cost of the local translators shall be the sole responsibility of the Covered Person. These services are available on a cost plus 20% basis. S. Event Ticketing: ASSIST-CARD shall provide information on tickets to sporting events, theater or concert events. Event Ticketing is a service that ASSIST-CARD offers to Covered Persons to find, purchase, and deliver tickets to certain events. The Covered Person must pay for the tickets and delivery, typically via credit card. ASSIST-CARD uses publicly available methods to procure the event tickets and does not offer any discount with this service. This service is designed to be used by Covered Persons who wish to purchase tickets to an event, but do not wish to purchase them on their own. This is not a service designed to obtain tickets to events that are sold out or are not publicly available for some other reason. T. Floral Services: ASSIST-CARD shall purchase and ship flowers and gift baskets to friends, family members, and business associates. Floral Services are services that ASSIST-CARD offers to Covered Persons to find, purchase, and deliver flowers and other gifts. The Covered Person must pay for the flowers and gifts, typically via credit card. ASSIST-CARD uses publicly available methods to procure the flowers and/or gifts and does not offer any discount with this service. This service is designed to be used by Covered Persons who wish to purchase flowers or gifts and have them delivered to another party, but do not wish to purchase them on their own. This is not a service designed to deliver flowers to remote areas or to places that are not serviced by floral services companies. U. Hotel Accommodations: ASSIST-CARD shall offer recommendations on hotels worldwide and book reservations, if requested by the Covered Person. All costs associated with this service are the responsibility of the Covered Person. V. Restaurant Referrals and Reservations: ASSIST-CARD shall provide the Covered Person with information on restaurants in all the countries where ASSIST-CARD provides travel assistance services and will book reservations, if requested. All costs associated with this service are the responsibility of the Covered Person. Restaurant Reservation Services are services ASSIST- CARD offers to Covered Persons to find and reserve tables at restaurants. The Covered Person must pay for the meals. ASSIST-CARD uses publicly available methods to procure the reservations and does not offer any discounts with this service. This service is designed to be used by Covered Persons who wish to make reservations at restaurants but do not wish to make them themselves. This is not a service designed to obtain reservations at exclusive restaurants or restaurants that do not take reservations. Important Notice In all cases, the medical provider, facility, legal counsel, or other professional service provider suggested by ASSIST-CARD are not employees or agents of ASSIST-CARD and the Covered Person is responsible for the choice of a provider. ASSIST-CARD assumes no liability for the services provided to a Covered Person under this arrangement nor is it liable for any negligence or other 4

5 wrongful acts or omissions of any of the legal or health care professionals providing services to a Covered Person. The Services provided herein shall only be provided if the Covered Person, a representative of the Covered Person or the Subscriber notifies ASSIST-CARD of the need for Services. In all cases, the service and payments must be arranged, authorized, verified and approved in advance by ASSIST- CARD. All airfare and transportation shall be economy class, unless it is recommended otherwise by an ASSIST-CARD Medical Director for medical reasons, and arranged for by ASSIST-CARD. ASSIST- CARD shall not reimburse the Covered Person or Subscriber for transportation and airfare arranged for and/or paid for by said Covered Person or Subscriber. ASSIST-CARD is not responsible and cannot be held liable for any malpractice performed by a local Physician or attorney who is not an employee of ASSIST-CARD; or of any loss or damage. Subscriber shall include this language on its marketing materials pertaining to ASSIST-CARD services. ASSIST-CARD is under contract with Starr Indemnity & Liability Company ( Starr Indemnity ), an insurer that provides your insurance coverage, to provide certain travel assistance services in conjunction with insurance benefits. Any and all terms and conditions whether or not defined herein shall have the meaning set forth in the Business Travel Insurance Policy issued by Starr Indemnity. 5

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