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The service program (international assistance) includes the following services for Users traveling outside his/her home country or usual country of residence for periods not exceeding 90 consecutive days per trip.

TRAVEL ASSISTANCE:

1. INOCULATION AND VISA REQUIREMENT INFORMATION
   Intl.SOS shall provide information concerning visa and inoculation requirements for foreign countries, as those requirements are specified from time to time in the most current edition of World Health Organization Publication "Vaccination Certificates Requirements and Health Advice for International Travel" (for inoculations) and the "ABC Guide to International Travel Information" (for visas). This information will be provided to the User at any time, whether or not the User is travelling or an emergency has occurred. Intl.SOS shall inform the User requesting such information that Intl.SOS is simply communicating the requirements set forth in a document and Intl.SOS shall name the document.
2. INTERPRETER REFERRAL
   Intl.SOS will provide the names, telephone numbers and, if possible and requested, hours of opening of interpreters' office in foreign countries.
   
   Although Intl.SOS shall make such referrals, it cannot guarantee the quality of the service provider and the final selection of a service provider shall be the decision of the User. Intl.SOS, however, will exercise care and diligence in selecting the service providers.
3. LOST LUGGAGE ASSISTANCE
   Intl.SOS will assist the User who has lost his/her luggage while travelling outside the Home Country or Usual Country of Residence by referring the User to the appropriate authorities involved.
4. LOST PASSPORT ASSISTANCE
   Intl.SOS will assist the User who has lost his/her passport while travelling outside the Home Country or Usual Country of Residence by referring the User to the appropriate authorities involved.
5. EMBASSY REFERRAL
   Intl.SOS shall provide the address, telephone number and hours of opening of the nearest appropriate consulate and embassy worldwide.
6. WEATHER AND EXCHANGE RATE INFORMATION ASSISTANCE
   Intl.SOS will assist the User by providing referral information services including weather and exchange rate information.
7. EMERGENCY MESSAGE TRANSMISSION ASSISTANCE
   In the event of a medical emergency, Intl.SOS will assist the User to transmit urgent messages to family Users, friends or business associates upon the User's request.

The above Services items (b)(i) to (b)(vii) are purely on referral or arrangement basis. Intl.SOS shall not be responsible for any third party expenses which shall be solely the User's responsibility.

MEDICAL ASSISTANCE:

1. TELEPHONE MEDICAL ADVICE
   Intl.SOS will arrange for the provision of medical advice to the Users over the telephone.
2. MEDICAL SERVICE PROVIDER REFERRAL
   Intl.SOS shall provide the User, upon request, with the name, address, telephone number and, if available, office hours of physicians, hospitals, clinics, dentists and dental clinics (collectively, "Medical Service Providers"). Intl.SOS shall not be responsible for providing medical diagnosis or treatment. Although Intl.SOS shall make such referrals, it cannot guarantee the quality of the Medical Service Providers and the final selection of a Medical Service Provider shall be the decision of the User. Intl.SOS, however, will exercise care and diligence in selecting the Medical Service Providers. If requested and whenever possible, Intl.SOS shall facilitate in making appointments on behalf of the User.
3. ARRANGEMENT OF HOSPITAL ADMISSION
   If the medical condition of the User is of such gravity as to require hospitalization, Intl.SOS will assist the User with hospital admission.
4. GUARANTEE OF MEDICAL EXPENSES INCURRED DURING HOSPITALIZATION & MONITORING OF MEDICAL CONDITION DURING HOSPITALIZATION
   Intl.SOS will, subject to Intl.SOS first securing payment from the User through the User's credit card or from the funds from the User's family, assist the User by guaranteeing on behalf of the User medical expenses incurred during a User's hospitalisation.
   
   In the event Intl.SOS has guaranteed his/her hospitalization expenses, Intl.SOS shall monitor the User's medical condition with the hospital's attending physician; subject to any and all obligations in respect of confidentiality and relevant authorisation. Intl.SOS shall ensure that the hospitalization expenses incurred by the User are reasonable and customary and consistent both with reasonable standards for the User's condition and location.
5. DELIVERY OF ESSENTIAL MEDICINE
   Whenever medically necessary and possible, Intl.SOS will arrange to deliver to the User essential medicine, drugs and medical supplies that are necessary for a User's care and/or treatment but which are not available at the User's location. The delivery of such medicine, drugs and medical supplies will be subject to the laws and regulations applicable locally. Intl.SOS will not pay for the costs of such medicine, drugs or medical supplies and any delivery costs thereof.
6. ARRANGEMENT OF EMERGENCY MEDICAL EVACUATION
   Intl.SOS will arrange for the provision of air and/or surface transportation, medical care during transportation, communications and all usual ancillary services required to move the User to the nearest hospital where appropriate medical care is available.
   
   Intl.SOS will arrange for the provision of appropriate communication and linguistic capabilities, mobile medical equipment and medical escort crew.
7. ARRANGEMENT OF EMERGENCY MEDICAL REPATRIATION
   Intl.SOS will arrange for the return of the User to the Home Country or Usual Country of Residence following the User's Emergency Medical Evacuation and subsequent hospitalisation outside his/her Home Country or Usual Country of Residence.
   
   Intl.SOS will arrange for the provision of appropriate communication and linguistic capabilities, mobile medical equipment and medical escort crew.
8. ARRANGEMENT OF REPATRIATION OF MORTAL REMAINS
   Intl.SOS will arrange for the transportation of the User's mortal remains to the Home Country or Usual Country of Residence if requested by the User's family, arrange for local burial at the place of death.
9. ARRANGEMENT OF ACCOMMODATION
   Intl.SOS will arrange for the hotel accommodation of the User's relatives related to an incident requiring Emergency Medical Evacuation, Emergency Medical Repatriation or hospitalisation.

The above Services items (a)(iv) to (a)(ix) are charged on a case by case basis. The provision of financial guarantees by Intl.SOS is subject to Intl.SOS first securing payment from the User through the User's credit card or from the funds from the User's family. Intl.SOS shall not be responsible for any third party expenses which shall be solely the User's responsibility.

The hotline program (domestic assistance) includes the following services to be fulfilled by International SOS (Intl. SOS) in the User's usual country of residence

1. CAR RENTAL AND LIMOUSINE REFERRAL AND RESERVATION ASSISTANCE
   Intl.SOS shall assist the User by providing the name, address and telephone number of car rental and limousine companies. If requested by the User and whenever possible, Intl.SOS shall facilitate in making the reservation on behalf of the User.
2. HOTEL REFERRAL AND RESERVATION ASSISTANCE
   Intl.SOS shall assist the User, upon request and whenever possible, by providing the name, address and telephone number of hotels. If requested by the User and whenever possible, Intl.SOS shall facilitate in making the reservation on behalf of the User.
3. DINING REFERRAL AND RESERVATION ASSISTANCE
   Intl.SOS shall assist the User, upon request and whenever possible, by providing the name, address and telephone number of restaurants. If requested by the User and whenever possible, Intl.SOS shall facilitate in making the reservation on behalf of the User.
4. FLOWER, HAMPER AND GIFT DELIVERY ASSISTANCE
   Intl.SOS shall assist the User, upon request and whenever possible, by arranging for delivery of flowers, hampers or gifts.
5. GOLF COURSE REFERRAL AND RESERVATION ASSISTANCE
   Intl.SOS shall assist the User, upon request and whenever possible, by providing the address and telephone number of golf courses. If requested by the User and henever possible, Intl.SOS shall facilitate in making the reservation on behalf of the User.
6. SOURCING OF LUXURY ITEMS ASSISTANCE
   Intl.SOS shall assist the User, upon request and whenever possible, by providing the name, address and telephone number of providers of luxury items. If requested by the User and whenever possible, Intl.SOS shall facilitate in sourcing the luxury item on behalf of the User. The provision of such assistance is subject to any terms and conditions of such providers and provided that these terms and conditions have been agreed by the User in advance. If the provider has policies which provide for the return / exchange of goods or replacement / repair of damages goods, Intl. SOS shall assist the User to request the provider to fulfill such obligations under its policy. In the absence of such policies, the User shall be responsible for all related costs required to repair a damaged item and/or the collection or delivery for a replacement item.
7. BUSINESS RELATED REFERRAL AND RESERVATION ASSISTANCE
   Intl.SOS shall assist the User, upon request and whenever possible, by providing the name, address and telephone number of business related services including conference facilities, temporary office services, secretarial assistance and translation services. If requested by the User and whenever possible, Intl.SOS shall facilitate in making the reservation on behalf of the User.
8. MESSENGER SERVICE ASSISTANCE
   Intl.SOS shall assist the User, upon request and whenever possible, by providing assistance in relaying messages between the User and his/her family or business associates.
9. COURIER SERVICE REFERRAL ASSISTANCE
   Intl.SOS shall assist the User, upon request and whenever possible, by providing the name, address and telephone number of courier companies. If requested by the User and whenever possible, Intl.SOS shall facilitate in making arrangement with the courier on behalf of the User.
10. SPECIAL EVENTS AND PERFORMANCE ASSISTANCE
    Intl.SOS shall assist the User, upon request and whenever possible, by providing information of special events and performance. If requested by the User and whenever possible, Intl.SOS shall facilitate in making the reservation on behalf of the User.
11. SPORTS CLUBS AND GYMNASIUMS
    Intl.SOS shall assist, whenever possible, by providing the address and telephone numbers of sports clubs and gymnasiums. If requested and whenever possible, Intl.SOS shall facilitate in making the reservation on behalf of the above defined User.
12. BEAUTY, HEALTH AND SPA REFERRAL AND RESERVATION ASSISTANCE
    Intl.SOS shall assist the User, upon request and whenever possible, by providing the name, address and telephone number of beauty parlours, hair salons, spas and health clubs. If requested by the User and whenever possible, Intl.SOS shall facilitate in making the reservation on behalf of the User.
13. AIRLINE REFERRAL AND FLIGHT RESERVATION ASSISTANCE
    Intl.SOS shall assist the User, upon request and whenever possible, by providing the name, address and telephone number of airlines. If requested by the User and whenever possible, Intl.SOS shall facilitate in making the flight reservation on behalf of the User.
14. NAIA VIP ASSISTANCE (MEET AND GREET SERVICE)
    Intl.SOS shall assist the User by arranging "Meet and Greet VIP Assistance" upon User's arrival at or departure from the Ninoy Aquino International Airport (via international flights only). User will be issued a lobby pass for his/her designated send-off or welcoming guests and escorted by an authorized MIASCOR personnel. Any third party expenses shall be for the account of the User.

The above Services items (c)(i) to (c)(xiv) are purely on referral or arrangement basis. Intl.SOS shall not be responsible for any third party expenses which shall be solely the User's responsibility.

International SOS is the world's leading provider of medical assistance, international healthcare, security services and outsourced customer care.

Every day, millions of people put their trust in us to help them wherever they live or travel. For over 20 years' experience, we have been helping our clients manage the health and safety risks facing their international travellers, expatriates, and global workforce. This includes setting up and managing operations on their behalf in remote locations.

By providing access to our global network of alarm centres and the expertise of our multilingual staff, we also offer companies professional, outsourced customer care and added value services to differentiate their service offering from competitors.

With over 5,600 professionals operating in over 70 countries, we serve clients and members across every sector. We work in partnership with businesses, governments, not-for-profit organisations and individuals and currently provide key services to 88% of the Fortune Global 100 companies and 64% of the Fortune Global 500 companies.

By constantly listening to our customers, we seek to develop new, quality-driven, high value services that will help us continue pioneering a new industry in international healthcare and complementary services. Our mission is to deliver the highest level of service and customer care to our clients around the world, combining invaluable local knowledge and expertise with a truly personal service.

ANNEX I

Part 1 - Definitions

Serious Medical Condition

Means a condition which in the opinion of Intl. SOS constitutes a serious medical emergency requiring urgent remedial treatment to avoid death or serious impairment to the User's immediate or long term health prospects. The seriousness of the medical condition will be judged within the context of the User's geographical location, the nature of the medical emergency and the local availability of appropriate medical care or facility.

Pre-existing Condition

means any medical condition in respect of which the User has been hospitalized during the 12-month period immediately prior to the first day of the membership or any medical condition that has been diagnosed or treated by a medical practitioner including prescribed drugs within the 6-period prior to the first day of the program.

Home Country

Means the country of citizenship. In the event of dual nationality, the User shall elect one nationality.

Usual Country of Residence

Means the country of permanent residence.

Place of Residence

Means the residential address as declared by the User.

Part 2 - Exclusions

 

• The following treatment, items, conditions, activities and their related or consequential expenses are excluded unless Intl.SOS has given its prior written approval and Allied World Assist has paid the designated fees:
  1. Any expense incurred as a result of a Pre-existing Condition.
  2. More than one emergency evacuation and/or repatriation for any single medical condition of a User during the term of the insurance policy, subject to a maximum of one year.
  3. Any cost or expense not expressly covered by the program and not approved in advance and in writing by Intl.SOS and/or not arranged by Intl.SOS. This exception shall not apply to Emergency Medical Evacuation from remote or primitive areas when Intl.SOS cannot be contacted in advance and delay might reasonably be expected in loss of life or harm to the User.
  4. Any event occurring when the User is within the territory of his/her usual country of residence or home country (international assistance) or within 150 km from the Place of Residence (domestic assistance).
  5. Any expense for Users who are traveling outside his/her home country (international assistance) or traveling more than 150 km from the Place of Residence contrary to the advice of a medical practitioner, or for the purpose of obtaining medical treatment or for rest and recuperation following any prior accident, illness or Pre-existing Condition.
  6. Any expense for medical evacuation or repatriation if the User is not suffering from a Serious Medical Condition, and/or in the opinion of the Intl.SOS physician, the User can be adequately treated locally, or treatment can be reasonably delayed until the User returns to his/her home country or usual country of residence (international assistance) or to his/her Place of Residence (domestic assistance).
  7. Any expense for medical evacuation or repatriation where the User, in the opinion of the Intl.SOS physician, can travel as an ordinary passenger without a medical escort.
  8. Any treatment or expense related to childbirth, miscarriage or pregnancy. This exception shall not apply to any abnormal pregnancy or vital complication of pregnancy which endangers the life of the mother and/or unborn child during the first twenty-four (24) weeks of pregnancy.
  9. Any expense related to accident or injury occurring while the User is engaged in caving, mountaineering or rock climbing necessitating the use of guides or ropes, potholing, skydiving, parachuting, bungee-jumping, ballooning, hang gliding, deep sea diving utilizing hard helmet with air hose attachments, martial arts, rallying, racing of any kind other than on foot, and any organized sports undertaken on a professional or sponsored basis.
  10. Any expense incurred for emotional, mental or psychiatric illness.
  11. Any expense incurred as a result of a self-inflicted injury, suicide, drug addiction or abuse, alcohol abuse, sexually transmitted diseases.
  12. Any expense incurred as a result of Acquired Immune Deficiency Syndrome (AIDS) or any AIDS related condition or disease.
  13. Any expense related to the User engaging in any form of aerial flight except as a passenger on a scheduled airline flight or licensed charter aircraft over an established route.
  14. Any expense related to the User engaging in the commission of, or the attempt to commit, an unlawful act.
  15. Any expense related to treatment performed or ordered by a non-registered practitioner not in accordance with the standard medical practice as defined in the country of treatment.
  16. Any expense incurred as a result of the User engaging in active service in the armed forces or police of any nation; active participation in war (whether declared or not), invasion, act of foreign enemy, hostilities, civil war, rebellion, riot, revolution or insurrection.
  17. Any expense which is a direct result of nuclear reaction or radiation.
  18. Any expense incurred for or as a result of any activity required from or on a ship or oil-rig platform, or at a similar off-shore location.
  19. Any expense in respect of the User more than 65 years old at the date of intervention.
  20. Any expense, regardless of any contributory cause(s), involving the use of or release or the threat thereof of any nuclear weapon or device or chemical or biological agent, including but not limited to expenses in any way caused or contributed to by an Act of Terrorism or war.
• Intl. SOS, at its sole discretion, will assist Users on a fee-for-service basis for interventions falling under the above exceptions, subject to Intl.SOS receiving additional financial guarantees or indemnification from Allied World Assist and/or its User(s) prior to rendering such services.