Included Services
24-HOUR TOLL-FREE ACCESS WORLDWIDE
To facilitate obtaining travel assistance services, AXA Assistance USA will offer
multi-lingual telephonic and facsimile access, where available, to the Operations
Center of AXA Assistance USA in Chicago, Illinois 24 hours a day, 365 days a year.
The access will be available for Users, Customers, and Service Providers.
REFERRALS TO PRIMARY CARE PHYSICIANS & HOSPITALS
AXA Assistance USA will provide referrals to primary care physicians and hospitals
in accordance with established selection criteria. Primary care physician referrals
are defined as referrals to the following: family practitioners, general practitioners,
internists, ophthalmologists, obstetrician/gynecologists, orthopedists, and pediatricians.
REFERRALS TO MEDICAL SPECIALISTS
AXA Assistance USA will provide referrals to medical specialists in major cities
and in nearby areas, in accordance with established selection criteria. Specialists
are defined as physicians other than those previously identified as primary care
physicians: e.g., allergists, cardiologists, endocrinologists, etc. Referrals will
be given only while travelers are in areas where they need assistance.
DENTAL REFERRALS
AXA Assistance USA will provide referrals to dentists and facilities which provide
emergency dental care in accordance with established selection criteria. If AXA
Assistance USA receives a request for dental referrals in any area of the world
in which AXA Assistance USA does not recommend seeking dental treatment, the User
or Customer will be so informed. If appropriate, the User or Customer will be provided
with referrals to physicians or hospitals for pain control.
VACCINATION RECOMMENDATIONS/INSECT PRECAUTIONS
AXA Assistance USA will provide up-to-date information on health hazards in the
areas where Users are traveling. AXA Assistance USA will recommend medications or
vaccinations that should be received prior to departure in order to minimize the
risk of infection. AXA Assistance USA will also provide information regarding protective
measures against the bites of mosquitoes and other disease-bearing insects.
MEDICAL MONITORING
AXA Assistance USA will provide medical contact and take all reasonable steps to
obtain a medical assessment of User's treatment needs and coordinate and monitor
the treatment until the User is released, transferred to a medical facility near
the User's place of residence, or returned home, by:
a. Following the User's referral to a Service Provider, an AXA Assistance USA-designated
physician shall use his/her best efforts to follow up at point of admission to discuss
preliminary diagnosis, and to evaluate recommended treatment (or next steps, e.g.,
further tests). In addition, AXA Assistance USA will endeavor at the point of admission,
or whenever feasible, to confirm the User's medical insurance coverage with the
Service Provider and to obtain an estimate of costs;
b. Continued follow-up with Service Provider by a AXA Assistance USA-designated
physician throughout the treatment period, to monitor the User's progress for purposes
of attempting to determine the adequacy and necessity of the treatment being provided
to the User;
c. Continued follow-up by a AXA Assistance USA-designated physician while the User
is under treatment, to determine whether or not the User is receiving satisfactory
medical attention. Final follow-up shall be performed before the User's release
to monitor and evaluate the quality of the service provided.
For purposes of this Schedule A, a medical contact is a conference between AXA Assistance
USA medical staff and the User's local treating physician or local AXA Assistance
USA medical correspondent. A medical report is usually generated from each medical
contact.
MEDICAL TRANSPORTATION SERVICES
AXA Assistance USA shall provide the following Medical Transportation Services to
a User.
Emergency Medical Evacuation Services. If a User is the victim of an accident
or illness while traveling, and if AXA Assistance USA determines in its reasonable
judgment that adequate medical facilities are not available locally to care satisfactorily
for the User, AXA Assistance USA’s Medical Department will coordinate arrangements
for evacuation under appropriate medical supervision by whatever means medically
necessary, to the nearest facility capable of providing adequate care. These arrangements
will be made in consultation with the Customer's designated contact person(s), unless
the health, welfare, or safety of the User would be jeopardized or AXA Assistance
USA is unable to have such consultation for any reason beyond its control.
Emergency Medical Repatriation. If, after medical evaluation and treatment,
AXA Assistance USA determines that it is medically necessary, or the Customer requests
that a User have extra transport accommodations or assistance to return to the User’s
place of residence, AXA Assistance USA will coordinate arrangements for the necessary
transportation.
Upon request from the Customer or User, AXA Assistance USA will coordinate assistance
and arrangements for a User's spouse and dependents in the event of an emergency,
including arranging transportation for the User's family to return home and/or arranging
for another family member to travel to the place of hospitalization.
Return of Mortal Remains. If a User dies during their period of eligibility,
AXA Assistance USA will organize air or other form of transportation for transporting
the mortal remains to the User’s location of permanent residence. AXA Assistance
USA will assist in obtaining, where reasonably practicable, any necessary documentation
and authorization for such transportation, as well as preparation or cremation of
the body, and a container appropriate for such transportation.
In the event that it should prove necessary for a relative or friend of the deceased
to travel in order to identify the remains of the User and to handle repatriation
or cremation formalities, AXA Assistance USA can assist in arrangements for tickets
and accommodation.
EMERGENCY REUNION
Whenever the User’s condition makes it impossible or unnecessary to evacuate
him or her, and if the User is hospitalized locally for more than 10 days, AXA Assistance
USA can assist in organizing tickets and accommodation for a relative or friend
residing in the country or residence or the home country to visit the hospitalized
User (available only in the event that no adult member of the User’s family
is present locally).
EMERGENCY PRESCRIPTION TRANSFER
When a User's prescription medication is unexpectedly lost or depleted, or when
a medical emergency makes medication or blood supply necessary, AXA Assistance USA
will endeavor to locate the same or acceptable equivalent medication or blood supply,
local to the User. When the medication is available locally, AXA Assistance USA
will effect the transfer of prescription information from the User's home pharmacy,
allowing for local dispensing.
SHIPMENT OF MEDICATION OR BLOOD SUPPLY
AXA Assistance USA will provide administrative services for the lawful delivery
of medication or blood supply, whenever such medication or blood supply is required
and not available locally.
HOME BEREAVEMENT VISITS
AXA Assistance USA can organize transportation for one User and accompanying children
under 15 years of age and not in the care of other adults in the event of the death
of a family member (parent, stepmother, stepfather, mother-in-law, father-in-law,
grandparent, spouse, common-law spouse or partner, child, brother, sister, stepbrother
or stepsister, brother-in-law or sister-in-law), in the country of residence or
home country, to attend the funeral in the User’s country of residence or
home country.
EMERGENCY CASH
Emergency funds will be arranged and made available to the User in the event money
is lost, stolen, or inaccessible due to banking holidays, in case of baggage delay
over 24 hours, etc.
LEGAL ASSISTANCE IN FOREIGN COUNTRIES: ATTORNEY'S FEES
Should legal action be taken against an User further to an unintentional violation
of the applicable laws or regulations, other than a felony, in a foreign country
where the User is traveling, AXA Assistance USA shall provide assistance at the
written request of the User.
LEGAL ASSISTANCE IN FOREIGN COUNTRIES: BAIL
Should the User be incarcerated or under the threat of incarceration due to a legal
problem, AXA Assistance shall provide bail required by the authorities of a foreign
country in order to provide for the release of the User or to prevent his or her
incarceration. Bail shall be posted by an attorney and be limited to $8,000 per
claim.
Sums put up as bail shall be repayable by the beneficiary to AXA Assistance:
- Upon bail being returned if charges are dropped or the User is acquitted;
- Within 30 days of a court’s decision becoming final if the User is convicted;
- and in any event, no later than 90 days after bail is posted.
TELEPHONE TRANSLATION ASSISTANCE
Emergency telephone interpretation will be provided by AXA Assistance USA's multi-lingual
staff and international correspondents.
URGENT MESSAGE RELAY
AXA Assistance USA will relay emergency messages to or from User to family members
or colleagues 24 hours a day.
LOST DOCUMENT ASSISTANCE
AXA Assistance USA will coordinate arrangements to replace or forward lost or stolen
documents, including passports, driver's licenses and credit cards, and will assist
with procedures to file loss reports and to recover lost or stolen articles.
CLAIMS PROCESSING ASSISTANCE
AXA Assistance USA will assist the User in obtaining and translating the necessary
documents required for filing a claim with the Customer's health insurer.
GENERAL TRAVEL ASSISTANCE/INFORMATION SERVICES
AXA Assistance USA will provide the User or Customer with visa, passport and inoculation
information, State Department travel advisories, location of embassies and consulates,
exchange rates between the U.S. and most major currencies, and weather forecasts
for major cities around the world.
The member is entitled to obtain these services (i) when 100 miles or more away
from such member's primary residence; or (ii) while traveling overseas outside the
home country of origin.