Visa Platinum. Travel Assistance Services Emergency Services Visa Concierge

Transcription

1 Travel Assistance Services Emergency Services Visa Concierge

2 2 Table of Contents Section A. Introduction A.1. About this Guide A.2. Visa Platinum A.3. Definitions of the Benefits Described in this Guide A.4. General Provisions of the Program Section B. Other Benefits B.1. Travel Assistance Services B.2. Emergency Services B.3. Visa Concierge... 09

3 3 Section A. Introduction A.1 About this Guide This document is intended to be used as a guide for quick reference on the Travel Assistance Services, Emergency Services. Concierge benefits offered to the Visa Platinum Cardholders and their beneficiaries, as defined below. The benefits referred to in Section B hereof, namely, Emergency Services, Travel Assistance and Visa Concierge are offered to the Visa Platinum cardholders and their beneficiaries by AXA Assistance USA, Inc. ( AXA ). Other benefits offered in Section B have worldwide coverage and those benefits stem from a relationship of services rendered which exists between Visa and AXA. Visa is merely taker of the services of AXA and acts before it on behalf of the beneficiaries, with no obligation to making any payments in their favor. Enjoy reading and refer to this guide whenever you have any doubts about the Travel Assistance Services, Emergency Services. Concierge offered by your Visa Platinum Card. Below you will find some information about this product. If you want information about other benefits provided by Visa Platinum Card, visit the page

4 4 A.2. Visa Platinum Visa Platinum is an exclusive card, developed for special customers. It is intended for affluent consumers who are frequently travelling abroad and require the full availability of services, insurance and credit. Visa Platinum offers many important travel benefits. The Visa Platinum Card is accepted in more than 30 million merchants, in 150 countries and territories, and can be used to withdraw cash in local currency in more than one million ATMs. For more information on the benefits provided by your Visa Platinum Card, please access or contact by phone the following numbers through toll free: (Brazil), (USA and Canada) 1, or collect calls: (other countries) 1e2. 1 For calls made by mobile phone, all roaming charges are user responsibility. 2 Collect call through an international operator. A.3. Definitions of the Benefits described in this Guide* (* = specific restrictions may apply. Please refer to the specific section of the benefit in question) BENEFICIARIES: The Visa Platinum CARDHOLDER, his/her spouse and children considered ECONOMICALLY DEPENDENT, minor of 23 years of age, under the benefits provided for in Section B, subject to the provisions of applicable laws. CUSTOMER SERVICE: Communication channel and available facilities (equipment, systems and staff) which purpose is to make the interface between Visa and customers. It can be accessed through the following telephone numbers: (Brazil), (USA and Canada) 1, or collect calls: (other countries) 1e2. 1 For calls made by mobile phone, all roaming charges are user responsibility. 2 Collect call through an international operator. SPOUSE: person related to the CARDHOLDER by marriage or common-law marriage (união estável), under the applicable laws in force. ECONOMIC DEPENDENTS: CARDHOLDER s single children and under 23 years old who cumulatively: (a) reside with the CARDHOLDER or are under his/her responsibility; and (b) are financially supported by the CARDHOLDER. This definition includes the CARDHOLDER s stepchildren.

5 5 CLAIM FORM: document to be supplied by CUSTOMER SERVICE, upon notification of an incident or request for benefit, which must be filled out and returned together with the required documents within the deadlines for each of the benefits presented. CARDHOLDER: individual who holds an active and valid Visa Platinum Card, issued in its name in Brazil, as holder or additional holder. THE TRAVEL ASSISTANCE BENEFIT UNDER SECTION B ARE ONLY APPLICABLE TO ELIGIBLE TRIPS (AS DEFINED UNDER SECTION B) WHICH ARE OUTSIDE THE BENEFICIARY'S COUNTRY OF RESIDENCE AND THE COUNTRY OF CARD ISSUANCE. A.4. GENERAL PROVISIONS OF THE PROGRAM HOW DO I SUBMIT A REQUEST? The CARDHOLDER, the one designated by the CARDHOLDER or the CARDHOLDER s representative, as applicable, should contact the CUSTOMER SERVICE immediately but, in any case, within the time limit established for each of the benefits provided, even if not yet in possession of the documents that will support the CLAIM FORM. Delayed communication may result in the loss of benefit. The CUSTOMER SERVICE s operator will answer any of the CARDHOLDER s questions and send a CLAIM FORM. Upon receiving the CLAIM FORM, the CARDHOLDER, the one designated by the CARDHOLDER or the CARDHOLDER s representative, as applicable, must fill out the form and return it along with the required documentation required for each offered benefit. These documents must be submitted up to 90 days (depending on the program) from the initial contact with the CUSTOMER SERVICE to the addresses below: AXA 122 S. Michigan Avenue Suite 1100 Chicago, Illinois LOSS OF BENEFITS

6 6 The BENEFICIARIES shall use their best efforts to avoid or reduce any loss or damage to the insured property under this program. BENEFICIARIES will lose their right to the benefits and payment of any compensation under the terms of this program if they make any claim they know to be false or fraudulent in any respect. CONVERTING AMOUNTS INTO FOREIGN CURRENCY The foreign currency amounts mentioned in this guide will be converted into Brazilian reais based on foreign currency s sale rate (PTAX 800) published by the Central Bank of Brazil at the day the credit card cycle is closed for the month after the incident occur and is reflect in the Account statement. In the event this information is not available, the FX rate to be used will be the one from the day before the payment of the claim.

7 7 Section C. Other Benefits B.1. Travel Assistance Services Introduction WE RECOMMEND THAT YOU READ SECTION A. INTRODUCTION" ABOVE BEFORE READING THE ITEM BELOW. IN PARTICULAR, THE READING OF ITEM "A.3. DEFINITIONS OF THE BENEFITS INCLUDED IN THIS GUIDE" AND ITEM "A.4. GENERAL PROVISIONS OF THE PROGRAM" IS FUNDAMENTAL FOR THE UNDERSTANDING OF THE CONCEPTS USED HEREINBELOW, AS WELL AS FOR KNOWLEDGE OF THE EXCLUSIONS THAT APPLY TO THIS BENEFIT. Assistance prior to travel Information on visas, entry permits, immunizations and documentation requirements; Weather information; Exchange rate information; Maps; Information on the destination countries and their major cities; Information on culture and customs at the destinations; ATMs locations. Assistance during travel Assistance with lost baggage; Assistance with emergency ticket replacement; Emergency message services; Legal assistance; referrals to attorneys and bail payment; Assistance with the delivery of valuable documents; and

8 8 Activation of Visa s medical services. Visa Platinum Cardholders: Worldwide Cardholder s card Visa Platinum Reach Area Worldwide B.2. Emergency Services Introduction WE RECOMMEND THAT YOU READ SECTION A. INTRODUCTION" ABOVE BEFORE READING THE ITEM BELOW. IN PARTICULAR, THE READING OF ITEM "A.3. DEFINITIONS FOR THE BENEFITS DESCRIBED IN THIS GUIDE" AND ITEM "A.4. GENERAL PROVISIONS OF THE PROGRAM" IS FUNDAMENTAL FOR THE UNDERSTANDING OF THE CONCEPTS USED HEREINBELOW, AS WELL AS FOR KNOWLEDGE OF THE EXCLUSIONS THAT APPLY TO THIS BENEFIT. Visa Platinum CARDHOLDERS are provided the following assistance, anywhere in the world,upon request: Emergency Card Replacement This service enables the CARDHOLDER to receive a replacement card anywhere in the world in the event of loss or theft of the original card. The issuance of Emergency Card Replacement is subject to your Bank Approval s Emergency Cash Advance The CARDHOLDER can request an emergency cash advance on his/her account and receive it anywhere in the world. The processing of the Emergency Cash Advance as well as its credit limit shall be subject to your Bank Approval s. Cardholder s card Visa Platinum Reach Area Worldwide

9 9 B.3. Visa Concierge Introduction WE RECOMMEND THAT YOU READ SECTION A. INTRODUCTION" ABOVE BEFORE READING THE ITEM BELOW. IN PARTICULAR, THE READING OF ITEM "A.3. DEFINITIONS FOR THE BENEFITS DESCRIBEDIN THIS GUIDE" AND ITEM "A.4. GENERAL PROVISIONS OF THE PROGRAM" IS FUNDAMENTAL FOR THE UNDERSTANDING OF THE CONCEPTS USED HEREINBELOW, AS WELL AS FOR KNOWLEDGE OF THE EXCLUSIONS THAT APPLY TO THIS BENEFIT. Visa Platinum CARDHOLDERS have at their disposal a service known as Visa Concierge, which has been specially created to provide CARDHOLDERS with any kind of information and assistance they may need. The Concierge service is available 24 hours per day, 365 days per year, to help CARDHOLDERs in emergency situations or simply to send gifts, purchase tickets and tours, rent vehicles, make reservations for theatre plays or provide any other information or assistance that CARDHOLDERS may need, both in Brazil and anywhere in the world. Convenience The Visa Concierge service saves time and makes the CARDHOLDER s life easier by offering free benefits such as: 24 hours per day, 7 days per week assistance; Recommendations that help the Cardholder choose the travel and entertainment options that best match his/her style; and All of the information and assistance that the CARDHOLDER may need, anywhere in the world. Travel information Coordination of itineraries and tours; Information on visas, passports, entry visas, immunizations and documentation requirements; Weather information; Exchange rate information;

10 10 Maps; Information on the destination country and its major cities; Information on the culture and customs of the destinations; Travel assistance Flight reservation and confirmation; Hotel reservation; Reservation and assistance for reserving rental vehicles, including luxury cars; Assistance buying and sending gifts; Emergency messages delivery; and Translation services Reservations Information on schedules and tickets for the opera, ballet, theatre plays, concerts, museums and other cultural events and activities; Special event information and reservations; Information on sporting events; Restaurant information and reservations; Nightlife information and reservations. Entertainment information Tours and visits to tourist attractions Recommendations, hours and reservations for tennis courts and tee times; Recommendations and reservations at spas, gyms, and sports clubs; and Information on special sports facilities in the area.

11 11 Purchases and gifts Send flower arrangements, balloons, baskets and gift packages; Gift suggestions and ideas; Help locating hard to find articles*; and Information on the best shopping locations in the area. * Visa Concierge will strive to meet the requests of our CARDHOLDERS. Notwithstanding, we reserve the right to deny services considered absurd or inappropriate or that violate moral, ethical or legal principles. The Visa Concierge program is managed by a third party who will answer the requests based on availability. This program is provided free of charge, but it is the Client responsibility to bear the costs of the services and products commercialized by third parties and requested by the Client through the Visa Concierge. Cardholder s card Visa Platinum Visa Concierge Standard benefit