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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. RE-TRIP INFORMATION SERVICES
   International SOS (Intl.SOS) will provide information concerning visas and inoculation requirements for foreign countries worldwide.
2. EMBASSY REFERRAL
   Intl.SOS will provide the address, telephone number and hours of opening of the nearest appropriate consulate and embassy worldwide.
3. LOST LUGGAGE ASSISTANCE
   Intl.SOS will assist the User who has lost his/her luggage while traveling outside his/her home country or usual country of residence by providing directions for recovery.
4. LOST PASSPORT ASSISTANCE
   Intl.SOS will assist the User who has lost a passport while traveling outside his/her home country or usual country of residence by providing directions for recovery.
5. WEATHER AND EXCHANGE RATE INFORMATION ASSISTANCE
   Intl.SOS will assist the User by providing referral information services including weather and exchange rate information.
6. EMERGENCY MESSAGE TRANSMISSION ASSISTANCE
   In the event of a medical emergency, Intl.SOS will assist the User to transmit urgent messages to family, friends or business associates upon the User's request.
7. INTERPRETER REFERRAL
   Intl. SOS will assist the User by providing the address, telephone number and hours of operating of interpreters worldwide.
8. ARRANGEMENT OF HOTEL ACCOMMODATION
   Intl. SOS will arrange for hotel accommodation for the User's companion who is visiting the User while he/she is hospitalized outside his/her home country or usual country of residence.
   
   The above services are purely on referral or arrangement basis only. Intl.SOS shall not be responsible for any third party expenses incurred which shall be the responsibility of the User.

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 name, address, telephone number and, if requested by the User and if available, office hours for physicians, hospitals, clinics, dentists and dental clinics (collectively, "Medical Service Provider"). Intl.SOS shall not be responsible for determining the appropriate medical specialist for handling the User's particular problem nor for providing medical diagnosis or treatment. Intl. SOS shall not be liable in respect of any consequences arising out of or howsoever caused by the services provided by the Medical Service Providers referred by Intl. SOS. The final selection of the Medical Service Provider shall be the responsibility of the User.
3. ARRANGEMENTS OF APPOINTMENTS WITH LOCAL DOCTORS FOR TREATMENT
   Intl.SOS will assist the User by arranging for appointments with local doctors for treatment.
4. 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.
5. GUARANTEE OF MEDICAL EXPENSES INCURRED DURING HOSPITALIZATION & MONITORING OF MEDICAL CONDITION DURING HOSPITALIZATION
   In the event the User calls Intl. SOS to arrange for hospital admission and requests for guarantee of hospitalization expenses, Intl.SOS shall, when authorized by Allied World Assist, guarantee on behalf of the User medical expenses incurred during his/her hospitalization.
   
   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 authorization. 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.
6. DISPATCH OF ESSENTIAL MEDICINE
   When medically necessary and whenever possible, Intl.SOS will dispatch essential medicine which is not available locally. The delivery of such medical commodities will be subject to the laws and regulations applicable locally for the importation or delivery of such products. Intl.SOS will not pay for the costs of such drugs or medicine and any delivery costs thereof which shall be the responsibility of Allied World Assist.
7. ARRANGEMENT AND PAYMENT OF EMERGENCY MEDICAL EVACUATION
   Intl.SOS will arrange for the air and/or surface transportation and communication for moving the User when in a serious medical condition as defined hereunder in Annex I to the nearest hospital where appropriate medical care is available and not necessarily to his/her home country or usual country of residence. Intl. SOS shall pay for the medically necessary expense of such transportation and communications and all usual ancillary charges incurred in the provision of such services by Intl. SOS.
   
   Intl.SOS retains the absolute right to decide whether the User's medical condition is sufficiently serious to warrant emergency medical evacuation. Intl.SOS further reserves the right to decide the place to which the User shall be evacuated and the means or method by which such evacuation will be carried out having regard to all the assessed facts and circumstances of which Intl. SOS is aware at the relevant time.
8. ARRANGEMENT AND PAYMENT OF EMERGENCY MEDICAL REPATRIATION
   Intl. SOS will arrange for the return of the User to his/her home country or usual country of residence following an emergency medical evacuation for subsequent in-hospital treatment in a place outside his/her home country or usual country of residence. Intl. SOS shall pay for the expenses necessarily and unavoidably incurred in the services so arranged by Intl. SOS.
   
   Intl. SOS reserves the right to decide the means or method by which such repatriation will be carried out having regard to all the assessed facts and circumstances of which Intl.SOS is aware at the relevant time.
9. ARRANGEMENT AND PAYMENT OF REPATRIATION OF MORTAL REMAINS
   Intl. SOS will arrange for transporting the User's mortal remains from the place of death to his/her home country and pay for all expenses reasonably and unavoidably incurred in such transportation so arranged by Intl. SOS or alternatively pay the cost of burial at the place of death as approved by Intl. SOS.

The above services (items 7-9) are subject to a customary exclusion listed in Annex I.

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. GOLF COURSE REFERRAL AND RESERVATION ASSISTANCE
   Intl. SOS shall assist the User, whenever possible, by providing the address and telephone number of golf courses domestically. If requested by the User and whenever possible, Intl. SOS will facilitate in making the reservation on behalf of the User.
2. 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 domestically. If requested by the User and whenever possible, Intl. SOS will facilitate in making the reservation on behalf of the User.
3. HOTEL REFERRAL AND RESERVATION ASSISTANCE
   Intl. SOS will assist the User by providing the name, address and telephone number of hotels in local cities. If requested by the User and whenever possible, Intl. SOS will facilitate in making the reservation on behalf of the User.
4. SPECIAL EVENTS AND PERFORMANCE ASSISTANCE
   Intl. SOS will assist the User, whenever possible, by providing information of special events and performance such as concerts, movie premieres, RSVP events, etc. held in local cities. If requested by the User and whenever possible, Intl. SOS will facilitate in making the reservation on behalf of the User.
5. BUSINESS SERVICES
   Intl. SOS will assist the User by providing conference service referral or arrangement assistance and translation service assistance.
6. FLOWER AND GIFT DELIVERY ASSISTANCE
   Intl. SOS will assist the User by arranging for delivery of flowers or gifts to his or her family or business associates.
7. MESSENGER SERVICE ASSISTANCE
   Intl. SOS will assist the User by providing assistance to relay message between the User and his/her family or business associates.
8. COURIER SERVICE ASSISTANCE
   Intl. SOS will assist the User to send documents or parcels by arranging courier services to his or her family or business associates.
9. DINING REFERRAL AND RESERVATION ASSISTANCE
   Intl. SOS will assist the User by providing the name, address and telephone number of restaurants in local cities. If requested by the User and whenever possible, Intl. SOS will facilitate in making the reservation on behalf of the User.
10. SPA AND SALON REFERRAL AND RESERVATION ASSISTANCE
    Intl. SOS shall assist the card client by providing the name, address and telephone number of Spa and Salon companies domestically. If requested by the User and whenever possible, Intl. SOS will facilitate in making the reservation on behalf of the client.
11. PERSONAL SHOPPER
    International SOS will assist the User by locating domestically where specific luxury/fashion items are sold. If possible, International SOS shall assist the user in purchasing the items.
12. PERSONAL TRAVEL COORDINATION ASSISTANCE
    International SOS will assist the User in sourcing and making airline, hotel and transfer reservations when they are traveling outside the country.
13. SPORTS FACILITIES REFERRAL AND RESERVATION ASSISTANCE
    Intl. SOS will assist the User by providing the name, address and telephone number of sports facilities domestically. If requested by the User and whenever possible, Intl. SOS will facilitate in making the reservation on behalf of the User.
    
    The above services are purely on arrangement basis only. Intl. SOS shall not be responsible for any third party expenses incurred which shall be the responsibility of the User unless there is prior arrangement with Allied World Assist and consent of the user.

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.