I International Emergency Assistance Procedures (Includes Accidental Death and Dismemberment)

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1 1. Call the local emergency number in your location: Country Ambulance Police U.S. Embassy (Ask for American Citizen Services) Guatemala (within Guatemala); (within U.S.) India (within India); (within US) Peru (within Peru) Rwanda Local numbers only South Africa (within S. Africa); (within US) St. Lucia 999, Tanzania 112, Thailand Uganda 112 (cell phone), 999 (fixed) (within Uganda); (within US) 2. Call Europ Assistance USA (ACE Policy Provider) (24 hours a day/7 days a week):* Collect when outside the U.S. and Canada Toll Free within the U.S. or Canada * For Medical Emergencies: When placing the call, be prepared to provide as much of the following information as possible: (Des Moines University Policy Plan No. 01 SP 585) 1. Your name (or the name and relationship of the caller if not the student) 2. Country and/or event where you are located 3. Name(s) of persons involved, age and sex 4. Description of emergency and/or patient s condition 5. Name, location and phone number of hospital (if applicable) 6. Name and phone number of treating doctor; where and when treating doctor can be reached 7. Actions taken thus far and Assistance needed For Political Evacuation Emergencies: When placing the call, be prepared to provide as much of the following information as possible: (Des Moines University Policy Plan No. 01 SP 585) 1. Name of caller, phone, relationship to Evacuee(s) (if not the student) 2. Evacuee(s) name, age, sex 3. Description of political emergency and reason for evacuation 4. Name, location and phone number where evacuee(s) can be reached 3. Contact the DMU Emergency phone line (24 hours a day/7 days a week): See next page for further instructions Page 1

2 If the call is placed during normal business hours (M-F 8:00 a.m. 5:00 p.m., CST), the call will be answered by the DMU security office. For after hour emergencies, the call will directly go to an answering service. The answering service will contact the appropriate individual. Depending on the extent of the emergency or crisis, the Associate Dean of Global Health will: Contact the appropriate DMU administrator per the emergency calling tree Work with the student and ACE Executive Assistance Services Contact the participants family depending on the severity of the situation. Contact information can be found in the student s file kept in the global health office. For after hour access to DMU buildings, dial and leave a message with the answering service. The answering service will contact the appropriate individual for further assistance. What to Do in a Kidnap and Extortion Crisis In the event of a crisis incident that may be covered under the terms of the policy, red24 s Crisis Response Management (CRM) Centre should be the first point of contact: PHONE NUMBER(S): +44 (0) PHONE NUMBER(S): Red24 s Crisis Response Management (CRM) Centre is staffed every hour of the day by multilingual staff. The CRM Centre can advise, assist or respond, depending on the situation/incident. Notification to the CRM Centre is independent of, and does not supersede, policy requirements of notice to the Company. The red24 Response Process Initial Call o Red24 will take the details of the crisis o Quote your policy number if possible o Provide your contact details Within the next hour. o Red24 s security consultants will have assessed the situation and have made possible deployment decisions o You will receive a call within an hour of your initial call Page 2

3 Strategy I International Emergency Assistance Procedures o The security consultant will agree on a strategy for dealing with the early stages of the potential crisis o Red24 will stay in contact with the company and people involved in the crisis to ensure consistent information Non-emergency Contact Procedures If the incident is no longer an immediate or potential risk to someone s safety, security, or health then you can report the emergency by or phone to the Associate Dean of Global Health during the next business day. DMU Associate Dean of Global Health: Dr. Yogi Shah Phone: Office: Cell: Assistant: Page 3

4 International Emergency Assistance International emergency assistance is available to all DMU students that travel on university-related business or international rotations/capstones. What Constitutes an Emergency? An emergency is any situation which poses an immediate or potential risk to the safety, security, or health of DMU students, faculty or staff traveling on a DMU sponsored activity. Situations that are an emergency include, but are not limited to: Major accident, injury, or illnesses Any hospitalization Natural disasters Terrorist events Civil unrest Victim of a violent crime or physical assault Arrest or detention Disappearance or missing person Safety and Security Plan The DMU emergency plan enhances the safety of our participants and guides their response to emergencies. The plan is not a guarantee that a specific action will take place in a specific situation, nor is this document a contract between DMU and any other party. Health, safety, and recovery from emergency situations are the sole responsibility of each participant as outlined in the waiver form signed by each participant. We encourage our participants to be in routine contact with their family and to advise them of their travel plans during their time outside of the U.S. The global health dept. also requests travel plans from each of their participants as a precautionary measure. In addition, DMU global health advises participants to: Make sure family members have accurate and up-to-date contact information at all times Notify the GH dept. of any emergencies and any health condition that lasts a day or two Review travel advisories for the country you plan to visit How Executive Assistance Works Medical Assistance Services All services and payments must be arranged and pre-approved by Europ Assistance. Evacuations and repatriations must be ordered by a legally licensed physician and approved by a Europ Assistance designated physician to certify that the severity of the injury or sickness warrants an emergency evacuation/repatriation. Page 4

5 All transportation arrangements must be by the most direct and economical route possible. If you are seriously ill or injured and cannot call, you must contact Europ Assistance as soon as you are able. Hospital Admission Deposit Europ Assistance will either guarantee the payment of or wire any required emergency hospital admission deposit up to USD$10,000. It is the responsibility of the Policyholder or covered student to repay deposit to Service Provider within 45 days (without interest). Medical Monitoring Europ Assistance will monitor your condition when hospitalized abroad and will use best efforts to report your condition regularly to a person designated by you. Dispatch of a Doctor or Specialist When Europ Assistance determines, based on information available to them, that your condition cannot be adequately assessed to evaluate the need for evacuation, Europ Assistance will dispatch a doctor or specialist to your location. ACE will pay the cost of the doctor s or specialist s travel to your location, but does not pay the cost of any medical services rendered by the doctor or specialist at the location. Emergency Medical Evacuation and Repatriation If Europ Assistance determines adequate medical facilities are not available locally, Europ Assistance will arrange and ACE will pay for emergency medical evacuation under medical supervision, if necessary, to the nearest location with adequate facilities. If Europ Assistance determines that it is medically necessary to repatriate you to a facility in your country of residence or citizenship, following stabilization, Europ Assistance will arrange and ACE will pay for repatriation under medical supervision, if necessary. Europ Assistance will arrange and ACE will pay the cost of one family member or other traveling companion to continue to accompany you during your evacuation or repatriation, limited to the cost of the airfare, and an incidental expense maximum of USD $300 per day, and USD $5,000 maximum for any one occurrence. Personal and Legal Assistance Services Pre-Trip Medical Referral Information to multi-lingual doctors and/or addresses/phone numbers of hospitals Europ Assistance will provide pre-trip referral information to you regarding countries and regions to be visited, including local multi-lingual doctors and/or addresses and phone numbers for hospitals. Emergency Medication arrangements and transportation should you require prescription medication that is not available locally, Europ Assistance will make arrangements for the transportation of such medication, when possible and legally permissible, upon the request of the prescribing physician. Embassy and Consular Information Europ Assistance will provide you or your traveling companions with contact information for embassies and consulates worldwide. Page 5

6 Lost Document Assistance Europ Assistance will assist with obtaining replacements if you lose important travel documents while traveling, including passport and credit cards. ACE does not pay the cost of obtaining such replacements. Emergency Cash Advance Europ Assistance will provide you with an introduction to local attorneys. Assistance also will be provided, but not the cost of, to obtain bail bonds in those areas where such bonds are customarily issued. Translations & Interpreters Europ Assistance will provide personal emergency translation services, as well as referrals to interpreter services. When personal presence or other customized interpreter services are required, you are responsible to pay locally the cost of such interpreter services. Travel Assistance Services When Europ Assistance hospitalizes or evacuates you and a traveling companion s air ticket is no longer usable, Europ Assistance will arrange for, but not pay the cost of, one way air transportation for the companion to the original departure point, or to their residence. Emergency Political Evacuation Services Insured will have priority access to the emergency political evacuation services of ijet Intelligent Risk Systems, a leading provider of global risk management services. ACE Policyholder will work directly with ijet and all billing for this service will be between ijet and the organization or individuals who are requesting evacuation. All services and payments must be arranged and pre-approved by Europ Assistance and ijet Intelligent Risk Systems. Evacuations and repatriations must be ordered by an authorized representative of the Insured to certify that the severity of the political situation warrants an emergency evacuation/repatriation. All transportation arrangements must be by the most direct and economical route possible. Page 6

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