Wherever You Need? We Are There BRITISH INTERNATIONAL ASSISTANCE

Wherever You Need? We Are There BIA BRITISH INTERNATIONAL ASSISTANCE Wherever You Need? We Are There BIA BRITISH INTERNATIONAL ASSISTANCE

About 1 2 BIA BRITISH INTERNATIONAL ASSISTANCE BIA WHAT WE DO WHO WE ARE BIA is an assistance professional works with a number of large local & international services providers to ensure customers have a carefree visit to pharaohs country. BIA is consisting of a team of professionals able to provide the highest quality of assistance services to companies and tourists in Egypt, reaching the international standards by basing on the British quality criteria and regulations. Through BIA you can get everything done on time with a high standard and performance and transparency; Also you can get immediate response, reply and help for your critical cases. BIA is an assistance company based in Hurghada, Egypt; was founded by a British-Egyptian Partnership between Mr. Farid Mustafa who is a British and has over 30 years of professional experience in the travel insurance market in the UK and Mr. Yusuf Galal who is an Egyptian and has over 10 years of professional experience in the insurance business and assistance activities in the Egyptian touristic market. Mr. Farid Mustafa held many different managerial positions in Operations, Fraud, Cost Containment, Claims, Risk & Underwriting and joined various multinational companies in the UK and working closely with Air Ambulance, Air ticketing Agencies, Taxi, Funeral in (UK-EUROPE-USA-CANADA) This professional partnership is successfully launched relying on the integrity of the local-knowledge and the vast international professional experiences in the insurance business career. The company is continually expanding and provides full-service medical and nonmedical, cost containment, technical, funeral, legal, fraud investigation, claim management, TPA, repatriation and travel assistance to the insurance and assistance companies worldwide, our company covers extensively Egypt-wide, we cover remote areas and key touristic territories; we have gathered expertise in many different topics from traditional assistance to tailored assistance schemes, from counseling services to travel and transport services for treatment.

3 4 BIA VISION & BIA s PRIVACY POLICY & NEUTRALITY BIA declares the following: BIA Vision is aim all the time to make matching between customers needs and the expected quality of their insurers by providing a number of services to the clients and catering to the needs of those who deserve medical succor. Wherever they may be, you can rely on BIA to guarantee that your insured people are in safe hands. Our services extend to all areas of Egypt from the big cities to villages and isolated areas are in coverage. We cover your targets in Egypt-wide in all major, remote and key touristic cities. That's not all; we provide integrated services and even cover the deserts and remote rural areas. Wherever there are people in need, we are there. BIA hereby confirms that it is able to help your insured people any time anywhere. BIA slogan is "Client Assist is Our Mission which comes from our Faith that's "Client is first and foremost" this is our unique goal which we work to achieve. BIA VALUES BIA understands the value of utilizing time means saving people s lives and reducing client costs. We have no any kind of conflict concerning any special interests or partnership or any other relationship with any services providers, whether healthcare facilities, commercial or travel agencies which are working in a field affects or affected by the insurance business activities. We will notify immediately our customers of any change in the above mentioned conditions. We are implementing our missions with a professional method, taking in consideration the laws and regulations enforce. We also recognize that we play the assistance role in transparent and honest way during performing services. We notify the client immediately in case of any significant event from our discretion that would hinder the implementation of any service or activity successfully. We undertake maintaining confidentiality of reports, documents, payments and information or any materials are conveyed to us on the basis of trust, and furthermore to take any measures including internal necessary procedures to ensure information confidentiality, particularly for individuals and companies information. Once receiving a case from an insurance, assistance company or customer, we become actively involved and take on a dynamic role geared towards working continuously and effectively to close the case with utmost precision and tact. We have become adept at reacting effectively and responding to calls swiftly and accurately controlling the situation at all times. We recognize that we do not present any offers, gifts in kind or financial which could be interpreted as an illegal act or action cause of corruption, whether directly or indirectly for implementing or getting any contract(s). These practices are considered as a basis of the corruption to the contracting process, this leads to the dissolution of the contract.

5 6 WHY CHOOSE BIA Working with BIA means that you touch the fairness, transparency, honesty, precision, time, and client interest in the top of the topic; offering assistance 24 hours a day 7 days a week, 365 days a year. Our staff is always ready to respond quickly to your needs, our staff is trained in a multitude of languages to ensure clear and accurate communications with our customers. Our speed and precision allow us to provide a high-quality service at a cost-effective price. BIA ALARM CENTER 24/7 BIA is at your service 24-hours a day. Our alarm center is on call round the clock to cater for your needs; we reach even the most remote destinations if needed. Following to your telephone call, fax, live support chat or email, we act immediately to reach a solution. Our dedicated medical team consisting of doctors, nurses, paramedics, aero-medical experts, multilingual coordinators and travel professionals. We are on standby 24-hours a day, 7-days a week ready to come to your aid and provide a high level of quality care. BIA is more prepared, flexible, empathic and understanding to the needs of all parties, therefore, the company is staffed with professional experienced team of: - Multilingual experienced assistance coordinators. - Excellent experts doctors in travel and medical assistance. - Responded operators are in place to touch your needs anytime everywhere. - Experienced nurses in travel and health insurance sectors. - Skilled experienced medical team in repartition assistance - Trained Cost Containment team can control all overpriced and overtreatment medical acts in the Egyptian touristic market, other Middle East markets and the Arabian markets. Our staff is fluent in the following languages: English Arabic Russian German French Italian Polish Czech Spanish

7 8 BIA ALWAYS IN ACTION Case C) Medical Patient Transfer DESERT, SEA & REMOTE AREAS RESCUE CASE STUDIES Two Greek Guards on-board a vessel and were urinating blood and offloaded in Ras Ghareb City, BIA has launched its business as we understand the value of utilizing time means saving people s lives and reducing client costs. The following case studies reflect the diversity of our service from emergency to repatriations. BIA is always in touch with its clients, the confidence placed after providing our services promptly and efficiently in diverse, we proven that our company is in action with: BIA HELPLINE TEAM: Case A) Car Crash & Roadside Assistance A German family suffered a car crash on the highland road of El-Hadaba, Hurghada; The mother and the 2 children were deeply injured. An ambulance was called to the accident location through BIA s call center number. The injured mother and her children were moved to the nearest hospital of a high clinical standard. The family was discharged from the hospital and they returned home with car arranged and covered by BIA. The family did not pay any money out of their pocket because they have had travel assistance services. Case B) Medical Evacuation BIA EXTENDING OUR HANDS: A Russian patient suffering from Intracerebral Hemorrhage with Hypertensive crisis was being repatriated from Dahab City in Sinai territory to Moscow and direct to Roschino Airport in Russia. BIA was asked to arrange repatriation and hospitalization to the patient in a suitable hospital in Dahab until the patient stabilized and then repatriate her back to Russia, a stretcher flight with Medical Escort by a Doctor been arranged. BIA arranged the admission of the patient in a hospital of excellent medical quality in Dahab City. BIA was asked for arranging medical treatment and hospitalization in Suez City and the direction been changed to Cairo by the insurer for a distance of 478 km; our medical team has moved to Ras Ghareb to pick up the two patients while our representative arranged a hospital of highly clinical standard in Cairo and has guided the Ambulance Team to a shortest road reaching the hospital in least possible time; avoiding crowded roads and streets. BIA did its job brilliantly and with professional efficient style. The 2 Greek patients were feeling very safe and confident after grabbling the insurer's agent quick and utmost response.

9 10 2) Medical Assistance BIA is able to provide the following services: BIA CAPACITY OUR SERVICES Send a doctor all over Egypt, including remote area s medical examination. Send an ambulance all over Egypt 4X4 Desert Ambulance. Provide an air ambulance for both internal and international missions. Arrange hospitalization. Provide medical information and reports. Provide Medical Escort Monitor medical treatment Provide Cost containment and expenses control. Provide medicines and wheelchair Provide medical equipment Guarantee medical fees in rescue service (sea, desert and mountain) Provide a nurse escort. Arrange ICU Ground Ambulance Provide a vacuum mattress. Provide hospital inspection and quality control team. Provide medical advice over the phone access to disabled. Prepare an Ambulances equipped with full medical facilities and air condition to adapt the patient s circumstances to provide the patient safety. Provide an incubator (baby transportation). Provide counseling services (relatives of deceased, post traumatic stress). Provide advice on best suited hospital for the type of case. Provide limousine throughout Egypt. 1) Cost Containment Assistance Cost containment is an important factor which enables business to run smoothly. BIA endeavors to relieve the burdens for the insurance companies or customers by providing a cost-effective tact which does not jeopardize the quality we provide. Our cost containment endeavor not only focus on the incurred costs, but also aim to prevent the pre-occurrence of unreasonable overpriced invoices, we involve in the case from the beginning of the process while we have local knowledge & expertise to achieve a maximum result to our customers. Our cost containment service program is assuring both medical quality and cost control as well, the cost containment team calculates a percentage of reasonable and customary cost. This percentage reflects the calculated possible saved amount of money for the insurance company dealing with these files to ensure our cost containment role is running in positive effect; We set a few lines of procedures under-heading of "How control the medical manipulations and overtreatment services provided to the patient" Line 1: Receiving call for medical help and assistance Line 2: Transfer to reputed and highly standard medical provider Line 3: Controlling the medical services planned Line 4: Approving medical services through our trained medical team Line 5: Reviewing the hospital s medical assessment Line 6: Reviewing the hospital s invoicing assessment Line 7: Reviewing the hospital s admission decision Line 8: Reviewing the over-hospitalization procedures Line 9: Evaluating the overtreatment procedures Line10: Reviewing the operations and surgeries classifications Line11: Evaluating the overpriced services We have carried out surveys and studies in the Egyptian and regional markets, we gathered and overhauled most of the price lists of the services providers and we are in continuous negotiations with the service companies to come to agreement on appropriate prices/discounts; these discounts are being available to us for medical services, ticketing, transportation, tour packages and hotels

11 12 3) Medical Patient Transfer The Patient Transport Service is an emergency and non-emergency transport services that undertakes patient transport and care to and from pre-arranged hospital and medical appointments. Examples of non-emergency patient transport include: Discharges from hospital to home. Inter hospital transfers from a major hospital to a minor hospital or opposition. Transports to and from nursing homes for appointments or placement Transports to and from specialist and diagnostic centers Patients requiring day treatment Air Ambulance Air Ambulance BIA is in contracting with a large number of local and international reputed Air Ambulance Companies. Air Ambulance is a custom configured aircraft used to transport both emergent and non emergent patients from one location to another. The air ambulance service comes into consideration when distance, speed and patient condition are beyond the capabilities of a ground ambulance. Air ambulance is an aircraft used for emergency medical assistance in situations where either a traditional ambulance cannot reach the scene easily or quickly enough, or the patient needs to be transported over a distance or terrain that makes air transportation the most practical transport. ICU Ambulance Ambulance Services it s consisting of: - ICU Ground Ambulance Services - Ground Ambulance - Mobile ICU Services We are able to: Transfer the patient from the illness location to the medical provider throughout Egypt in least possible time, meeting the patient urgent needs. For seriously ill patients, our ambulances can be fitted with complete life support, ventilation and monitoring equipment. Trained crew (doctors and nurses) accompanied and care for the patient during the journey. Inter-facility transportation (acute, long-term, short term, skilled nursing facilities) Ventilator patients. A mobile intensive care unit providing care, staffed with Doctor, certified paramedics and emergency medical. Technicians can be provided for any type of event. Air ambulance crews are supplied with equipment that enables them to provide medical treatment to a critically injured or ill patient. Common equipment for air ambulances includes ventilators, medication, an ECG and monitoring unit, CPR equipment, and stretchers. Air ambulance is providing everything from basic and cardiac life support to critical care, the air medical services we offer are world-class with only the highest-rated pilots, critical care registered nurses, and critical care paramedics or respiratory therapists. We have connections to fully-certified doctors holding in-flight courses if the situation calls for it. Air ambulance could be necessary when a patient's condition requires medical attention, and time and location of needed medical care is a factor by having the advantage of flight speeds up to 500 mph and non-stop distance capability of up to 1800 miles with med flight one without refueling.

13 14 4) Repatriation Repatriation is the process of returning a person back to one's place of origin or citizenship with extensive experience in this field; we are able at short notice to affect the safe, competent and comprehensive transfer of patients either by scheduled airline or private jet. Repatriation is a necessity in some cases, and therefore we have special charter flights available for repatriation to provide a service which is cost-effective and is tailored to the appropriate situation. When the traveler is unable to follow her/his trip, due to any medical reason, the insurer is requiring of patient repatriation service; the modality of repatriation could be via regular flight, or by ground or air ambulance. BIA service of evacuation and medical repatriation does not only includes the transfer of the patient and his/her relatives, but it also includes the coordination of medical services offers such as transfer bed-bed from a medical center to another one, conferences with doctors and personnel of attention, the transfer, and the coordination and confirmation of benefits. The level of care offered on board will depend on the needs of the patient and it contemplates different levels, from the transfer of the patient accompanied by a relative and paramedic personnel to the presence of doctors on board. For the fulfillment of this intention, BIA guarantees the use of air ambulances and ground ambulances, as much in the point of evacuation like the point of place of the patient. Also, our company in negotiations with Rescue Center of Egyptian Air Forces & Air Ambulance Center of Ministry of Health to facilitate and support flight arrangements such as necessary visa emission and other elements during the evacuation. Medical Evacuation Funeral Assistance Repatriation of Mortal Remains In the unfortunate event that a covered individual passes away while traveling, we arrange and pay for the necessary paperwork, body preparations and transportation to bring the mortal remains home by sequence procedures: - Embalming of body according to International standards using Lear of London and champions fluid up all over Egypt. - Dressing of the deceased Make up. - Embassy procedures for translation of documentation and certification. - Public Health Ministry documentations. - Customs Representative Procedure. - One metal container (according to IATA standards). - One solid wood coffin (according to IATA standards). - One packing case (according to IATA standards). - Burial sheets, plastic bag, disinfecting products, job of packing, welding in the presence of Custom and sanitary authorities. - Obtaining the necessary permits and documents for the expatriation, from Ministry of health and foreign affairs offices, legislation and forensic examiners report - Transport from Hurghada to Cairo, Refrigeration center in Cairo and airline cargo section with final customs clearance. - Arrangement of Cargo for transportation of Human Body Remains.

15 16 5) Travel Assistance We have been helping people and offering travel insurance solutions, BIA offers expertise in meeting clients' travel arrangement needs including but not limited to the following: - Hotel bookings - Medical/Health Tourism - Transports - Airlines Ticketing - Car Rentals 6) Legal Assistance Egypt is a country known of repeated traffic crises and weak roads monitoring systems by traffic authorities; therefore, if you have a road traffic accident involving your client or client s car where you re not to blame, you have a right to claim from the person responsible for the accident. BIA Legal Assistance Service will help you to claim, where no other assistance companies will cover your losses, as long as there is a better than 90% chance that your claim will succeed. BIA Legal Assistance Service is there for you to help you recover losses of: We have a special prices being available to us for ticketing, transportation, tour packages and hotels. BIA provides non-medical, and lifestyle assistance services for employers, expatriates, tourists and individuals, groups, and students who are traveling or visiting Egypt for leisure or business trips or for any other purposes, we can support for various services for example as follows: - Translation full Arabic to English - Translation full English to Arabic - Hotels Booking - Airlines Ticketing - Cash-advance Services BIA Legal Assistance Service could help you claim for Injury to you or a Passenger Loss of Earnings Medical Expenses Loss of Possessions How does it work? Examples of Claims If you or your passenger is injured in an accident, BIA Legal Assistance Service could help you claim compensation for those injuries If you re injured in an accident that isn t your fault and are unable to work, BIA Legal Assistance Service could help you recover loss of earnings If you re injured in an accident and need treatment, BIA Legal Assistance Service could help you recover the medical costs If your personal possessions are damaged as a result of an accident, BIA Legal Assistance Service could help you claim back the cost of these items, if they re not covered elsewhere If we accept your claim, a solicitor will be appointed to act for you who will handle all aspects of your claim such as: -Evaluating what you can claim for and the chance that your claim will succeed. -Locating specialists such as a medical expert or counsel. The specialist charges will be met by BIA Legal Assistance Service. -Negotiating with the person responsible and their insurers -Commencing legal proceedings if necessary. BIA ensures that you receive a professional legal service.

17 18 BIA S NETWORK PARTNERS BIA cannot do its job successfully without the efforts on the part of its vast network of medical staff and service professionals. We are in contract with various partners with special prices/discounts. These agreements are supporting our vast network coverage, our contracts and agreements extend to (Airlines Companies - Air Ambulance - Hotels & Resorts Doctors Medical Centers Hospitals Medical Tourism Funeral Companies - Decompression Centers etc ) COVERAGE CAPACITY Our services extend to all areas of Egypt from the big cities to villages and isolated areas in coverage. Our network team can serve you in whole Egypt to cover your targets in all major, remote and key touristic places such as (CAIRO- ALEXANDRIA- HURGHADA-SAFAGA-SOMA BAY- SAHL HASHEESH- MAKADY BY-MARSA ALAM- QUSEIR- SHARM ELSHEIKH-DAHAB-TABA-RAS MOHAMMED- NAAMA GOLF- EL AIN ELSOKHNA- LUXUR-ASWAN- ABU SIMBEL, etc...). Connections Connections are of utmost importance in defining the ability to maneuver in our sector. Our success is based on our network of contacts and affiliates which allow the smooth and speedy response necessary to carry out cases and save people s lives. BIA has a vast network spread throughout Egypt, including all touristic destinations, like Cairo, Alexandria, and extends to such remote areas as Saint Catherine's and the Kharga and Dakhla Oases in the western desert. Our team's experience in medical, nonmedical assistance and travel which means that we have special contracts with service providers such as hotels, hospitals, clinics, air ambulances and travel agencies. Repatriations are executed smoothly by BIA as we have been given permits to enter otherwise unauthorized areas such as airport runways and hangers. In addition, during repatriation, we can provide airport assistance and ensuring that the client is in safe hands and is being looked after at all times throughout the repatriation process.

BRITISH INTERNATIONAL ASSISTANCE Wherever You Need? We Are There FOR MORE DETAILS OR CONTACT US BIA BRITISH INTERNATIONAL ASSISTANCE Address: Nasr Road, Next To Bank of Alexandria, Hurghada, Red Sea, Egypt P.O.BOX. 113 Hurghada Website: www.bi-assistance.co.uk Email: operation@bi-assistance.co.uk Email: network@bi-assistance.co.uk Phone: 0044-203-239-0-936 0020 65-3-55-16-70 Fax : 0020 65-3-55-16-71 Cell : 0020100-43-42-840