A Guide to Medical Evacuation and Repatriation

Transcription

1 A Guide to Medical Evacuation and Repatriation Rating effective from 17th December For the latest rating, please visit

2 Expertly Organised and Coordinated Evacuation and Repatriation Services Contents Expertly Organised and Coordinated Evacuation and Repatriation Services 3 How to Confirm Evacuation and Repatriation Cover 4 Evacuation/Repatriation: A Step-By-Step Guide 5-6 Case Studies 7 FAQs 8 Evacuation/Repatriation Checklists 9-10 Allianz Worldwide Care provides rapid response medical evacuation and repatriation services even from the most remote locations. Our multilingual in-house team is available 24 hours a day, 7 days a week and will be activated as soon as our Helpline staff are alerted. At the first sign that an evacuation or repatriation may be required, please call our 24 hour Helpline on: English: Spanish: German: Italian: French: Portuguese: You can also call one of our toll-free-numbers available in our website: Please note that in some instances the toll-free numbers are not accessible from a mobile phone. In this case, please dial one of the Helpline numbers listed above. Worldwide evacuation and repatriation specialists Experienced in-house 24/7 Evacuation Team Worldwide network of 40+ accredited evacuation/ repatriation providers Rapid response care Market-leading cost containment methods Full support and reassurance throughout the process We take care of people who move around the globe. We provide them with around-the-clock support and instant solutions to their needs, and we protect them financially. Ida Luka-Lognoné Member of the board of AWP and CEO of Allianz Worldwide Care 2

3 We safeguard the lives of our members wherever they are in the World Experienced in-house Evacuation Team Each evacuation/repatriation case is organised and managed by our in-house Evacuation Team, which includes our own doctors, nurses and medical coordinators. Our Evacuation Team will meticulously plan, rapidly coordinate and manage all stages of the medical evacuation or repatriation until the member is received into care at the final destination. This specialised team is the single, central point of contact for clients and members prior to, and during, the evacuation/ repatriation process. Our highly skilled team of doctors are based around the world, locations include Ireland, Thailand, Brazil, Belgium, Libya and the United Arab Emirates. Rapid response care Allianz Worldwide Care delivers rapid response times, market leading service levels and high quality care to members. We only use the most suitable internationally accredited partners that have been certified for the high standards of medical care they deliver and their proven capabilities in providing a safe environment for the fast and convenient transport of patients. Freedom of choice As Allianz Worldwide Care is not exclusively tied to any provider network, we will quickly and safely evacuate the member to the nearest appropriate medical centre, or to their home country (where cover includes Medical Repatriation). Once the geographical destination is confirmed, the member may choose their preferred medical facility and/or doctor. Alternatively, we can provide options for consideration. Care following bereavement In the unfortunate event that a member passes away while abroad, we will organise all stages of the repatriation including post mortem, sourcing a local funeral home and the transportation of remains. Containing costs while delivering care Alternative providers may contact you to recommend their evacuation/repatriation services. Costs charged by these providers can be as much as 100% more than those charged by Allianz Worldwide Care, and the evacuation/repatriation may not be carried out by an accredited air ambulance provider. We are able to achieve significant savings through cost containment practices such as our Medical Escort Service (please see below); however, we never compromise on response times, the quality of care delivered, or service levels. Therefore, to avoid inflated charges and unnecessary delays in the evacuation/repatriation process, it is important that you contact the Allianz Worldwide Care Helpline before speaking to any alternative providers. In the event that evacuation/repatriation services are not organised by Allianz Worldwide Care, we reserve the right to decline all costs incurred. Support and reassurance Allianz Worldwide Care offers constant support and reassurance to all those involved, at what can be an extremely worrying and stressful time. Our Evacuation Team will provide regular updates to the member (or an appointed representative) and their HR contact (if applicable), at key stages throughout the evacuation process. Medical Escort Service Allianz Worldwide Care s Medical Escort Service uses commercial flights to evacuate insured members who are medically stable. Members are accompanied at all times by one of our own doctors. While we continue to use our existing air ambulance partners to transport members who are in a medically critical condition, use of the Allianz Worldwide Care Medical Escort Service, when appropriate, delivers significant cost savings, ultimately helping us to maintain competitive premiums for our clients. 3 3

4 How to Confirm Evacuation and Repatriation Cover To confirm the evacuation/repatriation cover provided by a policy and the benefit limit that applies, please refer to the applicable Table of Benefits. Please be aware that cover is subject to our policy definitions, exclusions and limitations as detailed in the corresponding Benefit Guide. If you have any queries regarding cover, please contact our Helpline. Evacuation and repatriation benefits explained Medical Evacuation This benefit provides cover for transportation by air ambulance, commercial flight or vehicle to the nearest appropriate medical centre (which may or may not be located in the member s home country), if the necessary treatment for which the insured member is covered is not available locally, or if adequately screened blood is unavailable in the event of an emergency. Where covered, and unless otherwise agreed, this benefit will appear under the Core Plan in the Table of Benefits. Medical Repatriation If the necessary treatment for which the insured member is covered is not available locally, the Medical Repatriation benefit will enable the member to return to their home country for treatment, rather than to the nearest appropriate medical centre. This only applies when the member s home country is located within their geographical area of cover. Repatriation of Mortal Remains In the event of death we will transport the insured member s mortal remains from the principal country of residence to the country of burial. Covered expenses include, but are not limited to: expenses for embalming, a container legally appropriate for transportation, shipping costs and the necessary government authorisations. Cremation costs will only be covered in the event that this is required for legal purposes. Where covered, and unless otherwise agreed, the above benefit will appear in the Table of Benefits. Please note that Treatment Guarantee is required for all evacuation/ repatriation benefits. This helps us to assess each case and facilitate direct settlement, where possible. In emergency cases (i.e. evacuation/ repatriation) Treatment Guarantee details can be taken over the telephone by our Helpline. You can find further information regarding this process in the relevant Benefit Guide. Please be aware that we may decline any claim if Treatment Guarantee is not obtained. Where covered, and unless otherwise agreed, this benefit will appear under the Repatriation Plan in the Table of Benefits. 4

5 Evacuation/Repatriation: A Step-By-Step Guide For your convenience, we have broken down the evacuation/repatriation process into easy-to-follow steps and outlined the information requirements at each stage. Please note that all of the standard information detailed below must be provided before an evacuation/ repatriation can be completed. Step 1 Contact our 24/7 multilingual Helpline immediately At the first indication that an evacuation or repatriation may be required, please contact our 24 hour Helpline on: English: German: French: Spanish: Italian: Portuguese: Given the urgency of an evacuation/repatriation, we would advise that you call our Helpline. However, you can also contact us by at: medical.services@allianzworldwidecare.com. When ing, please include Urgent Evacuation/Repatriation in the subject line. Standard information required The following information must be provided to us at the time the evacuation/repatriation is being requested: The member s first and last name. The member s date of birth. The member s insurance Policy Number (do not worry if this information is not available, as our Helpline can confirm this). Contact details for any other parties to be included in future communications/updates. The caller s name and contact details. Name and contact details (i.e. telephone number and address) of the hospital where the member has been admitted. Name and contact details (i.e. telephone number and address) of the treating doctor. Verbal confirmation of the member s current medical condition and the treatment they require (this needs to be followed up by a full medical report). Verbal confirmation that a full medical report has been requested, or has already been obtained. If known, the required/estimated evacuation date, required mode of transport and the proposed destination (including hospital). Repatriation of Mortal Remains In addition to the member s full name, date of birth and Policy Number, the following information must be provided in the case of repatriation of mortal remains: The member s exact location. The destination address for the repatriation, as requested by the member s family or the company HR Department (if applicable). Verbal confirmation that a death certificate has been requested, or has already been obtained. Contact details for the person contacting us, including their relationship to the member. Contact details for any other parties to be included in future communications. Step 2 Escalation to the Evacuation Team for assessment The information provided to our Helpline Team in Step 1 is then escalated to our experienced Evacuation Team, which includes our in-house medical experts. They will quickly and efficiently assess each case, and once the need for an evacuation/repatriation is confirmed, will also require the following: A copy of the member s passport. Details of the member s nationality and current visa requests/ status for the country which they are being evacuated/repatriated to. The contact details of the recommended hospital/doctor at the final destination (if known). Step 3 Destination The Evacuation Team will then establish the nearest appropriate medical centre, given the member s condition. The member may be repatriated to their home country for treatment where the Repatriation benefit is included in cover and the home country is within the member s area of cover. 5

6 Step 4 Plan confirmation The Evacuation Team will then identify, organise and manage the most suitable air and/or ground transport option(s). The Evacuation Plan will then be drawn up. Step 5 Plan initiation The evacuation/repatriation is initiated and the Evacuation Team monitors the progress of the member s transfer with the transport and/or service providers, by telephone and . Step 6 Plan completion When the member is received into care at the selected destination, the Evacuation Manager reviews and confirms that the evacuation/ repatriation is complete. For your convenience we have included a detailed evacuation/ repatriation checklist on pages 9 and 10 of this guide. Close monitoring and regular communication The Evacuation Team closely monitors the progress of the evacuation/repatriation and provides regular and timely updates to the member, the hospital and doctors who will treat the member, and any appointed representative(s). Those involved will be contacted at various stages throughout the evacuation/repatriation process, including: When the request for evacuation/repatriation is received. During the evacuation/repatriation assessment process, where further information is required. When confirming the evacuation/repatriation plan in writing. When we have received the flight/transfer details. Upon collection of the member from hospital. On arrival at the airport or starting point of the journey. Upon departure. Upon arrival at the selected destination. On admission to the destination hospital. Step 7 Admission follow up and review Once the member is admitted at the receiving hospital, Allianz Worldwide Care s case managers, who are medical professionals closely monitor the admission until the member is discharged. - Upon completion of the evacuation/repatriation. 6

7 Case Studies Newborn Evacuation by Air Ambulance Coarctation of the aorta (congenital heart defect) Sana a, Yemen Johannesburg, South Africa We received a request to evacuate a newborn baby from Yemen for emergency pediatric heart surgery. The 30 day old boy urgently required specialised surgery to treat a life threatening congenital heart defect. Unfortunately, there were no surgeons in Yemen trained in this procedure and medical evacuation was necessary. The civil unrest and political situation in Yemen presented considerable challenges. Obtaining a medical visa for the parents and the baby proved impossible. The countries closest to Yemen that had the medical expertise required to carryout the surgery could not grant the baby and mother access. South Africa was the only centre of medical excellence that would grant the baby access by issuing a temporary medical visa on arrival. All Yemen borders and airspace were under strict military control however we were able to meet the required criteria to allow an aircraft to enter Yemen to collect this critical baby. The baby boy, accompanied by a paediatric intensive care team and his mother, was flown by Air Ambulance from Yemen (via Saudi Arabia and Ethiopia) to South Africa where he underwent lifesaving emergency heart surgery. Post-surgery the resilient little patient recovered rapidly and was discharged two weeks later. The baby and his mother then flew to Qatar where they were reunited with his father. Evacuation by Commercial Flight with Medical Escort Dengue fever Bali, Indonesia Singapore, Republic of Singapore We received a request to repatriate a member diagnosed with Dengue Fever (a mosquito-borne tropical disease) from Indonesia to Australia, her home country. The member was already admitted for six days in a hospital in Bali however didn t respond to any standard treatments available and required further evaluation abroad. Our team of doctors reviewed the case in detail and decided the medical evacuation was necessary as a contrast scan was urgently required and it was not available locally. Allianz Worldwide Care activated an evacuation by commercial flight with nurse escort to the nearest centre of excellence in Singapore, where the required tests and treatment were fully available and the flight distance was much shorter. The member was accompanied by a nurse from the treating hospital in Bali, who was familiar with the patient s medical records and the treatment of Dengue Fever. The admission was arranged less than 24 hours after the initial request and the member was safely transported from Bali to Singapore, where the treatment continued without interruption. The member remained in hospital for two weeks. Following full recovery and the discharge, we organized the flight to return to Bali, where she was residing. 7

8 FAQs How does Allianz Worldwide Care determine what is an appropriate medical centre? Medical facilities that we consider to be appropriate medical centres meet and exceed the highest international healthcare standards. The majority of the centres that we use are accredited by the Joint Commission International the leading global agency in accrediting healthcare organisations. In addition to this, our Medical and Provider Services Teams conduct ad-hoc site visits to inspect and fully review the medical services, equipment and capability of these centres. How does Allianz Worldwide Care confirm that medically necessary treatment is not available locally? We initially check our global medical provider database to establish and assess the local availability of medically necessary treatment. The results will indicate if there are healthcare facilities located in close proximity to the patient that could provide the required treatment, as well as the standard of healthcare delivered. Where medically necessary treatment is not at all available locally, or where healthcare standards are not in accordance with generally accepted Western medical practice we will proceed with evacuation/ repatriation upon agreement between the treating doctor and our in-house doctor. What documentation does a friend or family member require when accompanying a member on an evacuation/repatriation? Subject to the appropriate benefit, any person accompanying the member must present a passport and meet the current visa requirements for the country that the member is being evacuated/ repatriated to. What should I do if the member s passport cannot be located prior to an evacuation/repatriation? If the member s passport can not be located, please contact the employee s local embassy (see and request a Temporary Travel Document (TTD). This temporary identification will allow the member to depart from the country which they are being evacuated from and return to their country of residence after treatment. Please note that the procedures and consular fees for obtaining this document and its validity period vary according to the member s country of origin. Allianz Worldwide Care is not liable for these expenses. We recommend that HR departments keep a copy of employee passports on file as this may speed up the process in the event of an evacuation/repatriation. What should I do if I do not have all of the mandatory information to hand? In the event that you do not have all of the information we require to hand, please contact the Allianz Worldwide Care Helpline (contact details on page 5). Please be aware that all mandatory information must be received before an evacuation can commence, and any delay in the provision of mandatory information will have an impact on the delivery of an evacuation/repatriation. 8

9 Evacuation/Repatriation Checklist The following checklist details the information that must be provided to Allianz Worldwide Care before an evacuation or repatriation can commence. Initial requirements (provided by the caller requesting the evacuation/repatriation) Information provided? (Please tick) The member s first and last name The member s date of birth The member s insurance Policy Number (this can be found on the Membership Card. If this information is not available, our Helpline will be able to confirm the Policy Number) Verbal confirmation of the member s current medical condition and the treatment they require (this is to be followed up by a full medical report) Name and contact details (i.e. telephone number and address) of the hospital where the member has been admitted Name and contact details (i.e. telephone number and address) of the treating doctor Verbal confirmation that a full medical report has been requested, or has already been obtained If known, the required/estimated evacuation date, type of evacuation required and the proposed destination (including hospital) Contact details for any other parties to be included in future communications The caller s name and contact details Additional requirements Once the need for evacuation/repatriation is confirmed, we will also require the following information, which should be sent to us as soon as possible: Additional requirements (provided by the member or an appointed representative) Information provided? (Please tick) A copy of the member s passport (please see the FAQ section in the event that the member s passport can not be located) Details of the member s nationality and any current visa requests/status for the country which they are being evacuated to (please note that a visa for the country where treatment will take place is not necessary for air ambulance. However, visas are required for evacuation via commercial flights) The contact details and address of recommended destination 9

10 Additional requirements (provided by treating doctor/hospital) Information provided? (Please tick) A full medical report including confirmation that the required treatment and/or adequately screened blood is not available locally The required/estimated date for evacuation Details of the type of evacuation required (i.e. commercial flight, air ambulance or ground transport) A Fit to Travel certificate confirming that the member is medically stable and fit to make the journey Repatriation of Mortal Remains In the unfortunate event that a member passes away while abroad, please contact the Allianz Worldwide Care Helpline as soon as possible with the following details: Requirements Information provided? (Please tick) The member s first and last name The member s date of birth The member s insurance Policy Number The member s exact location and relevant contact details The destination address as requested by family or company HR department (if applicable) A death certificate The caller s name and contact details, including their relationship to the member The contact details for any other parties to be included in future communications Please submit all information required for the evacuation/repatriation to our Helpline Team on: English: Spanish: German: Italian: French: Portuguese: Fax: medical.services@allianzworldwidecare.com If submitting information by or fax please include Urgent Evacuation/Repatriation in the subject line. We would advise members to carry their Membership Cards with them at all times this way they will have the Allianz Worldwide Care Helpline number, as well as their policy details at their finger tips. DOC-FL-Evac-EN AWP Health & Life SA, acting through its Irish Branch, is a limited company governed by the French Insurance Code. Registered in France: No RCS Nanterre. Irish Branch 10 registered in the Irish Companies Registration Office, registered No.: , address: 15 Joyce Way, Park West Business Campus, Nangor Road, Dublin 12, Ireland. Allianz Worldwide Care is a registered business name of AWP Health & Life SA. Helpline: