Emirates International Solutions for Companies. For employees based in the United Arab Emirates (UAE)

Transcription

1 Emirates International Solutions for Companies For employees based in the United Arab Emirates (UAE) 1

2 Contents 2 About us 3 Introduction 3 Emirates Insurance Company and Neuron LLC Useful Information 5 Emirates International Solutions the main differences between the products 6 What is covered a summary 19 What is not covered a summary 20 Your questions answered 22 Further information about Emirates International Solutions About us Aviva is the 6th largest insurance group around the globe. We serve more than.5 million customers worldwide, making sure that no matter where you are in the world, your employees will have access to the finest medical facilities 2 hours a day, 365 days a year. Named Health Insurance Company of the Year in 2011* for the second year running, our experience and financial strength means you can be sure your healthcare requirements are in the safest hands possible. * Health Insurance Awards 2011 To find out more, please contact your usual Aviva consultant, visit aviva.co.uk/internationalhealth/ or call us on We are open 9am-5pm Monday to Friday. Calls to and from Aviva may be monitored and/or recorded. 2

3 Introduction Throughout the United Arab Emirates (UAE), healthcare legislation is relatively strict, especially in Abu Dhabi. The area has its own mandatory health regulation, which demands that cover is provided by a locally licenced insurance provider. For that reason, you ll be pleased to know we ve created a relationship with the Emirates Insurance Company and Neuron LLC. This relationship helps us to provide greater support for your employees based in this region. To provide the best level of cover in this specific region we ve designed our Emirates International Solutions range in conjunction with Emirates Insurance Company, who provide the insurance for us. These new products don t compromise on the quality of service we provide. What they do, is help to ensure your employees can be covered by a policy that s appropriate to the territory in which they are living and yet still benefit from a wide range of features if they travel outside the UAE. We have four products available for your employees to choose from, three of which are suitable for employees based in Abu Dhabi. Emirates Insurance Company and Neuron LLC Who is the Emirates Insurance Company? The Emirates Insurance Company is one of the leading UAE National general insurance companies. Established in 1982, they are based in the UAE capital Abu Dhabi and hold an excellent financial rating of A- from A.M. Best. Neuron LLC A market leader in claims management, Neuron has a network of over 1,500 medical facilities throughout the UAE. This service will provide direct settlement for your employees claims and cashless settlement in the vast majority of cases. 3

4 Useful Information Membership cards In the UAE, medical providers require employees to confirm their identity using photo ID before treatment is provided. We ll ask all members to send us a high resolution jpeg photo, as used on visas and passports, so that Neuron can create a personalised membership card. In the majority of cases, the medical facility will manage your employees claims with Neuron directly. Alternatively, employees can contact Neuron direct or complete the claim form found in their members login area. Invoicing in the UAE Insurance premiums within the UAE must be paid directly to the provider in UAE Dirhams so unless you only have cover in the UAE, you ll receive two invoices from us. One will be for International Solutions, and one will be for the Emirates International Solutions policy. As soon as we receive your premium, we will send out the membership cards to your employees. All of your employees will receive a welcome letter, explaining key benefits of their Emirates International Solutions policy, along with the policy s terms and conditions.

5 Emirates International Solutions - the main differences between the products Emirates International Solutions 1 Emirates International Solutions 1 is not suitable for employees living in Abu Dhabi. In addition to the benefits listed on pages -9 for employees living in the other UAE states we include the following: Everyday dental and optical We offer two routine dental examinations per policy year up to 200, 220, $300 or 1,100 AED. This includes a scale and polish procedure, and any X-rays that are necessary for dental procedures. If your employee needs extra check-ups, such as for a filling, porcelain crowns, extractions or surgery, we will pay a maximum of 500, $550, $50 or 2,50 AED subject to a 20% co-payment. Evacuation and repatriation If one of your employees needs treatment that s not available locally, then we ll arrange evacuation to the next nearest facility, even if it s in a different country. We ll cover the cost of the evacuation in full to receive treatment covered by the policy. We also cover accommodation costs incurred other than at a hospital, in connection with evacuation (this benefit is not available if you choose repatriation): you will receive up to 100, 110, $150 or 550 AED for each overnight stay, up to a total of 2,000, 2,200, $3,000 or 11,000 AED. We also offer up to 1,000 1,100, $1,500 or 5,500 AED to return home to recuperate. Routine maintenance of chronic conditions Most private medical insurance products are only designed to cover short-term illness, known as acute conditions. We believe it s important that employees have peace of mind and remain well while they re away from home, so this policy also provides cover for routine maintenance of long term chronic conditions, up to 15,000, 16,500, $22,500 and 82,500 AED. Emirates International Solutions 2 Employees living in Abu Dhabi could be covered by this policy. In addition to the benefits listed on pages 10-12, this policy also includes: Maternity and child cover Your female employees will be reassured to know they re covered for up to 10,000, 11,000, $15,000 or 55,000 AED during pregnancy and normal childbirth, and also for complications of pregnancy and childbirth in full. They will also receive newborn cover for up to 100,000, 110,000, $150,000 or 550,000 AED. Emirates International Solutions 3 Employees living in Abu Dhabi could be covered by this policy. In addition to the benefits listed on pages 13-15, this policy also includes maternity and child cover, dental and optical cover, and enhanced out-patient cover. Increased treatment as an out-patient This policy includes additional treatment as an out-patient. Employees can receive up to 2,500, 2,50, $3,50 or 13,50 AED for complementary and alternative therapies covering consultations, treatment, drugs and dressings with the following practitioners: Chinese medicine, chiropractic, osteopathy, acupuncture, homeopathy, chiropody and podiatry. Emirates International Solutions Employees living in Abu Dhabi could be covered by this policy. In addition to the benefits listed on pages 16-18, this policy also includes maternity and child cover, dental and optical cover, enhanced out-patient cover and our wellness benefit. Wellness To help your employees stay as healthy as possible, we ll pay up to 80% up to 500, 550, $50 or 2,50 AED of the costs for routine tests and examinations: for example pap smears, mammograms, prostate screening, gynaecological examinations, routine physical examinations, X-rays and laboratory blood tests. 5

6 Emirates International Solutions provided by Emirates Insurance Company for Aviva This has been designed to provide you with the key information about these products and it is important that you read this section. The does not, however, contain the full standard terms and conditions that apply to these products. What does Emirates International Solutions offer? Emirates International Solutions gives your employees medical cover whilst they are living and working in the United Arab Emirates. It also offers a number of extra benefits such as a 2 hour medical information line to help you and your employees whilst they are new to their region. These can be found in the policy wording, a specimen copy of which is available by visiting aviva.co.uk/health-insurance/ emiratesinternationalsolutions/grp Non-standard terms may apply. Completed application forms are required. 6

7 What is covered a summary It is important to note that this benefit table is only intended to provide you with a summary of the benefits offered by the Emirates International Solutions products. Emirates International Solutions Not available for residents of Abu Dhabi Benefits Amount payable Notes Overall annual limit 5,000,000, 5,500,000, $,500,000 or 2,500,000 AED A. Treatment as an in-patient or a day-patient at a private hospital Hospital charges Specialists fees Diagnostic tests = pounds sterling = Euros $ = US dollars AED = Arab Emirates Dirham Including accommodation and meals, nursing care, drugs and surgical dressings For example endoscopy, removal of tissue for biopsy, blood tests, X-rays, scans and ECGs Treatment for cancer Psychiatric treatment Up to 30 days Organ transplant B. Treatment as an out-patient Surgical procedures Treatment for cancer Consultations with a specialist Diagnostic tests For example blood tests, X-rays, scans, ECGs Physiotherapy on referral from a specialist Physiotherapy on referral from a medical practitioner Prescribed drugs, dressings and vaccinations prescribed by a specialist or medical practitioner Consultations, tests and treatment by a medical practitioner Complementary and alternative therapies - cover for consultations, treatment, drugs and dressings with the following practitioners: Chinese medicine, chiropractic, osteopathy, acupuncture, homeopathy, chiropody and podiatry Up to 1,500, 1,650, $2,250 or 8,250 AED Up to 2,500, 2,50, $3,50 or 13,50 AED

8 Benefits Amount payable Notes Purchase/hire of medical aids such as wheelchairs, crutches, stoma supplies and podiatry appliances Psychiatric treatment C. Additional benefits Nursing at home by a nurse Up to 28 days Immediately following eligible treatment as an in-patient or day-patient Local ambulance Treatment for accidental dental injury Up to 1,500, 1,650, $2,250 or 8,250 AED Treatment for accidental hearing loss Treatment for accidental sight loss Routine maintenance of chronic conditions Up to 15,000, 16,500, $22,500 or 82,500 AED Treatment for acute phases of chronic conditions Up to 50,000, 55,000, $5,000 or 25,000 AED Treatment for HIV/AIDS Up to 5,000, 5,500, $,500 or 2,500 AED Investigations into infertility Cover for the following routine tests and examinations: pap smears, mammograms, prostate screening, gynaecological examinations, routine physical examinations, X-rays and laboratory blood tests Close relative accompanying you in the same room in the case of a critical condition if recommended by the attending specialist Cash benefit for each night spent as an in-patient in a government or charitable hospital D. Evacuation and repatriation Costs for your evacuation to a place where you can receive treatment that the policy covers Accommodation costs (other than at a hospital) incurred in connection with evacuation (this benefit is not available if you choose repatriation) 150, 165, $225 or 825 AED per night Up to 100, 110, $150 or 550 AED each night Repatriation in the event of an evacuation Return home to recuperate Up to 1,000, 1,100, $1,500 or 5,500 AED Economy return flight (or equivalent) following the death of a close relative Up to 1,000, 1,100, $1,500 or 5,500 AED Covers unexpected acute flare ups of a chronic condition until your condition is re-stabilised Up to 28 nights when undergoing treatment which the policy covers Up to a total of 2,000, 2,200, $3,000 or 11,000 AED Covers the cost of an economy return flight (or equivalent) following eligible evacuation 8

9 Benefits Amount payable Notes Worldwide extension for emergency evacuation Up to 60 days outside the region and treatment Local burial or transport of mortal remains Up to 5,000, 5,500, $,500 or 2,500 AED E. Every day dental and optical costs Two routine dental examinations Up to 200, 220, $300 or 1,100 AED 100% reimbursement Routine dental treatment Up to 500, 550, $50 or 2,50 AED Restorative dental works Up to 1,000, 1,100, $1,500 or 5,500 AED Routine sight examinations, glasses or contact lenses Up to 200, 220, $300 or 1,100 AED in combined total F. Maternity and child cover Pregnancy and normal childbirth Complications of pregnancy and childbirth Newborn cover Up to 100,000, 110,000, $150,000 or 550,000 AED Parent hospital accommodation when staying with a child covered by the policy G. Member support Medical Information Line (non-emergency) 2 hour medical information service Web service Unlimited number of calls Unlimited use Co-payment applies member pays first 20% of each bill Co-payment applies member pays first 50% of each bill Co-payment applies member pays first 20% of each bill for glasses or contact lenses For life threatening or acute conditions occurring during the first 112 days following birth; benefit limit applies for the life of the policy Children aged under 18 undergoing eligible treatment, one parent only 9

10 Emirates International Solutions Suitable for residents of Abu Dhabi and all Benefits Amount payable Notes Overall annual limit 5,000,000, 5,500,000, $,500,000 or 2,500,000 AED A. Treatment as an in-patient or a day-patient at a private hospital Hospital charges Specialists fees Diagnostic tests = pounds sterling = Euros $ = US dollars AED = Arab Emirates Dirham Including accommodation and meals, nursing care, drugs and surgical dressings For example endoscopy, removal of tissue for biopsy, blood tests, X-rays, scans and ECGs Treatment for cancer Psychiatric treatment Up to 30 days Organ transplant B. Treatment as an out-patient Surgical procedures Treatment for cancer Consultations with a specialist Diagnostic tests For example blood tests, X-rays, scans, ECGs Physiotherapy on referral from a specialist Physiotherapy on referral from a medical practitioner Prescribed drugs, dressings and vaccinations prescribed by a specialist or medical practitioner Consultations, tests and treatment by a medical practitioner Complementary and alternative therapies - cover for consultations, treatment, drugs and dressings with the following practitioners: Chinese medicine, chiropractic, osteopathy, acupuncture, homeopathy, chiropody and podiatry Up to 1,500, 1,650, $2,250 or 8,250 AED Up to 2,500, 2,50, $3,50 or 13,50 AED for residents of all 10

11 Benefits Amount payable Notes Purchase/hire of medical aids such as wheelchairs, crutches, stoma supplies and podiatry appliances Psychiatric treatment C. Additional benefits Nursing at home by a nurse Immediately following eligible treatment Up to 28 days as an in-patient or day-patient Local ambulance Treatment for accidental dental injury Up to 1,500, 1,650, $2,250 or 8,250 AED for residents of all Treatment for accidental hearing loss Not available for residents of all Treatment for accidental sight loss Not available for residents of all Routine maintenance of chronic conditions Up to 15,000, 16,500, $22,500 or 82,500 AED for residents of all Treatment for acute phases of chronic conditions Up to 50,000, 55,000, $5,000 or 25,000 AED for residents of Covers unexpected acute flare ups of a chronic condition until your condition is re-stabilised all Treatment for HIV/AIDS Up to 5,000, 5,500, $,500 or 2,500 AED Investigations into infertility Cover for the following routine tests and examinations: pap smears, mammograms, prostate screening, gynaecological examinations, routine physical examinations, X-rays and laboratory blood tests Close relative accompanying you in the same room in the case of a critical condition if recommended by the attending specialist Cash benefit for each night spent as an in-patient in a government or charitable hospital D. Evacuation and repatriation Costs for your evacuation to a place where you can receive treatment that the policy covers Accommodation costs (other than at a hospital) incurred in connection with evacuation (this benefit is not available if you choose repatriation) Not available for residents of all 150, 165, $225 or 825 AED per night Up to 100, 110, $150 or 550 AED each night Repatriation in the event of an evacuation Up to 28 nights when undergoing treatment which the policy covers Up to a total of 2,000, 2,200, $3,000 or 11,000 AED 11

12 Benefits Amount payable Notes Return home to recuperate Economy return flight (or equivalent) following the death of a close relative Worldwide extension for emergency evacuation and treatment Local burial or transport of mortal remains Up to 1,000, 1,100, $1,500 or 5,500 AED Up to 1,000, 1,100, $1,500 or 5,500 AED Up to 5,000, 5,500, $,500 or 2,500 AED E. Every day dental and optical costs Two routine dental examinations Routine dental treatment Restorative dental works Routine sight examinations, glasses or contact lenses F. Maternity and child cover Pregnancy and normal childbirth Up to 10,000, 11,000, $15,000 or 55,000 AED for residents of all Complications of pregnancy and childbirth Newborn cover Up to 100,000, 110,000, $150,000 or 550,000 AED for residents of all Parent hospital accommodation when staying with a child covered by the policy G. Member support Medical Information Line (non-emergency) 2 Unlimited number of calls hour medical information service Web service Unlimited use Covers the cost of an economy return flight (or equivalent) following eligible evacuation Up to 60 days outside the region For life threatening or acute conditions occurring during the first 112 days following birth; benefit limit applies for the life of the policy Children aged under 18 undergoing eligible treatment, one parent only 12

13 Emirates International Solutions Suitable for residents of Abu Dhabi and all Benefits Amount payable Notes Overall annual limit 5,000,000, 5,500,000, $,500,000 or 2,500,000 AED A. Treatment as an in-patient or a day-patient at a private hospital Hospital charges Specialists fees Diagnostic tests = pounds sterling = Euros $ = US dollars AED = Arab Emirates Dirham Including accommodation and meals, nursing care, drugs and surgical dressings For example endoscopy, removal of tissue for biopsy, blood tests, X-rays, scans and ECGs Treatment for cancer Psychiatric treatment Up to 30 days Organ transplant B. Treatment as an out-patient Surgical procedures Treatment for cancer Consultations with a specialist Diagnostic tests For example blood tests, X-rays, scans, ECGs Physiotherapy on referral from a specialist Physiotherapy on referral from a medical Up to 10 sessions each policy year practitioner Prescribed drugs, dressings and vaccinations prescribed by a specialist or medical practitioner Consultations, tests and treatment by a medical practitioner Complementary and alternative therapies - cover for consultations, treatment, drugs and dressings with the following practitioners: Chinese medicine, chiropractic, osteopathy, acupuncture, homeopathy, chiropody and podiatry Purchase/hire of medical aids such as wheelchairs, crutches, stoma supplies and podiatry appliances Up to 1,500, 1,650, $2,250 or 8,250 AED Up to 2,500, 2,50, $3,50 or 13,50 AED for residents of all Up to 2,500, 2,50, $3,50 or 13,50 AED Up to 500, 550, $50 or 2,50 AED for each condition Psychiatric treatment Up to 10 consultations C. Additional benefits Nursing at home by a nurse Up to 28 days Immediately following eligible treatment as an in-patient or day-patient Local ambulance 13

14 Benefits Amount payable Notes Treatment for accidental dental injury Up to 1,500, 1,650, $2,250 or 8,250 AED for residents of all Treatment for accidental hearing loss Not available for residents of all Treatment for accidental sight loss Not available for residents of all Routine maintenance of chronic conditions Up to 15,000, 16,500, $22,500 or 82,500 AED for residents of all Treatment for acute phases of chronic conditions Up to 50,000, 55,000, $5,000 or 25,000 AED for residents of all Treatment for HIV/AIDS Up to 5,000, 5,500, $,500 or 2,500 AED Investigations into infertility Cover for the following routine tests and examinations: pap smears, mammograms, prostate screening, gynaecological examinations, routine physical examinations, X-rays and laboratory blood tests Close relative accompanying you in the same room in the case of a critical condition if recommended by the attending specialist Cash benefit for each night spent as an in-patient in a government or charitable hospital D. Evacuation and repatriation Costs for your evacuation to a place where you can receive treatment that the policy covers Accommodation costs (other than at a hospital) incurred in connection with evacuation (this benefit is not available if you choose repatriation) In full for residents of Abu Dhabi Not available for residents of all 150, 165, $225 or 825 AED per night Up to 100, 110, $150 or 550 AED each night Repatriation in the event of an evacuation Return home to recuperate Up to 1,000, 1,100, $1,500 or 5,500 AED Economy return flight (or equivalent) following the death of a close relative Worldwide extension for emergency evacuation and treatment Local burial or transport of mortal remains Up to 1,000, 1,100, $1,500 or 5,500 AED Up to 5,000, 5,500, $,500 or 2,500 AED Covers unexpected acute flare ups of a chronic condition until your condition is re-stabilised Up to 28 nights when undergoing treatment which the policy covers Up to a total of 2,000, 2,200, $3,000 or 11,000 AED Covers the cost of an economy return flight (or equivalent) following eligible evacuation Up to 60 days outside the region 1

15 Benefits Amount payable Notes E. Every day dental and optical costs Two routine dental examinations Up to 200, 220, $300 or 1,100 AED Routine dental treatment Up to 500, 550, $50 or 2,50 AED Restorative dental works Up to 1,000, 1,100, $1,500 or 5,500 AED Routine sight examinations, glasses or contact lenses F. Maternity and child cover Pregnancy and normal childbirth Up to 200, 220, $300 or 1,100 AED in combined total In full for residents of Abu Dhabi Up to 10,000, 11,000, $15,000 or 55,000 AED for residents of all Complications of pregnancy and childbirth Newborn cover In full for residents of Abu Dhabi Up to 100,000, 110,000, $150,000 or 550,000 AED for residents of all Parent hospital accommodation when staying with a child covered by the policy G. Member support Medical Information Line (non-emergency) 2 Unlimited number of calls hour medical information service Web service Unlimited use 100% reimbursement Co-payment applies member pays first 20% of each bill Co-payment applies member pays first 50% of each bill Co-payment applies member pays first 20% of each bill for glasses or contact lenses For life threatening or acute conditions occurring during the first 112 days following birth; benefit limit applies for the life of the policy Children aged under 18 undergoing eligible treatment, one parent only 15

16 Emirates International Solutions - - Suitable for residents of Abu Dhabi and all Benefits Amount payable Notes Overall annual limit 5,000,000, 5,500,000, $,500,000 or 2,500,000 AED A. Treatment as an in-patient or a day-patient at a private hospital Hospital charges Specialists fees Diagnostic tests = pounds sterling = Euros $ = US dollars AED = Arab Emirates Dirham Including accommodation and meals, nursing care, drugs and surgical dressings For example endoscopy, removal of tissue for biopsy, blood tests, X-rays, scans and ECGs Treatment for cancer Psychiatric treatment Up to 30 days Organ transplant B. Treatment as an out-patient Surgical procedures Treatment for cancer Consultations with a specialist Diagnostic tests For example blood tests, X-rays, scans, ECGs Physiotherapy on referral from a specialist Physiotherapy on referral from a medical Up to 10 sessions each policy year practitioner Prescribed drugs, dressings and vaccinations prescribed by a specialist or medical practitioner Consultations, tests and treatment by a medical practitioner Complementary and alternative therapies - cover for consultations, treatment, drugs and dressings with the following practitioners: Chinese medicine, chiropractic, osteopathy, acupuncture, homeopathy, chiropody and podiatry Up to 1,500, 1,650, $2,250 or 8,250 AED Up to 2,500, 2,50, $3,50 or 13,50 AED for residents of all Up to 2,500, 2,50, $3,50 or 13,50 AED 16

17 Benefits Amount payable Notes Purchase/hire of medical aids such as wheelchairs, crutches, stoma supplies and podiatry appliances Up to 500, 550, $50 or 2,50 AED for each condition Psychiatric treatment Up to 10 consultations C. Additional benefits Nursing at home by a nurse Up to 28 days Immediately following eligible treatment as an in-patient or day-patient Local ambulance Treatment for accidental dental injury In full for residents of Abu Dhabi Up to 1,500, 1,650, $2,250 or 8,250 AED for residents of all Treatment for accidental hearing loss In full for residents of Abu Dhabi Not available for residents of all Treatment for accidental sight loss In full for residents of Abu Dhabi Not available for residents of all Routine maintenance of chronic conditions In full for residents of Abu Dhabi Up to 15,000, 16,500, $22,500 or 82,500 AED for residents of all Treatment for acute phases of chronic conditions In full for residents of Abu Dhabi Up to 50,000, 55,000, $5,000 or 25,000 AED for residents of Covers unexpected acute flare ups of a chronic condition until your condition is re-stabilised all Treatment for HIV/AIDS Up to 5,000, 5,500, $,500 or 2,500 AED Investigations into infertility Cover for the following routine tests and examinations: pap smears, mammograms, prostate screening, gynaecological examinations, routine physical examinations, X-rays and laboratory blood tests Close relative accompanying you in the same room in the case of a critical condition if recommended by the attending specialist Cash benefit for each night spent as an in-patient in a government or charitable hospital D. Evacuation and repatriation Costs for your evacuation to a place where you can receive treatment that the policy covers Accommodation costs (other than at a hospital) incurred in connection with evacuation (this benefit is not available if you choose repatriation) Up to 500, 550, $50 or 2,50 AED In full for residents of Abu Dhabi Not available for residents of all 150, 165, $225 or 825 AED per night Up to 100, 110, $150 or 550 AED each night Co-payment applies member pays 20% of each bill Up to 28 nights when undergoing treatment which the policy covers Up to a total of 2,000, 2,200, $3,000 or 11,000 AED 1

18 Benefits Amount payable Notes Repatriation in the event of an evacuation Return home to recuperate Economy return flight (or equivalent) following the death of a close relative Worldwide extension for emergency evacuation and treatment Local burial or transport of mortal remains Up to 1,000, 1,100, $1,500 or 5,500 AED Up to 1,000, 1,100, $1,500 or 5,500 AED Up to 5,000, 5,500, $,500 or 2,500 AED E. Every day dental and optical costs Two routine dental examinations Up to 200, 220, $300 or 1,100 AED Routine dental treatment Up to 500, 550, $50 or 2,50 AED Restorative dental works Up to 1,000, 1,100, $1,500 or 5,500 AED Routine sight examinations, glasses or contact lenses F. Maternity and child cover Pregnancy and normal childbirth Up to 200, 220, $300 or 1,100 AED in combined total Up to 10,000, 11,000, $15,000 or 55,000 AED for residents of all Complications of pregnancy and childbirth Newborn cover Up to 100,000, 110,000, $150,000 or 550,000 AED for residents of all Parent hospital accommodation when staying with a child covered by the policy G. Member support Medical Information Line (non-emergency) 2 Unlimited number of calls hour medical information service Web service Unlimited use Covers the cost of an economy return flight (or equivalent) following eligible evacuation Up to 60 days outside the region 100% reimbursement Co-payment applies member pays first 20% of each bill Co-payment applies member pays first 50% of each bill Co-payment applies member pays the first 20% of each bill for glasses or contact lenses For life threatening or acute conditions occurring during the first 112 days following birth; benefit limit applies for the life of the policy Children aged under 18 undergoing eligible treatment, one parent only 18

19 What is not covered a summary Emirates International Solutions does not cover your employees for the following: l Congenital, genetic or hereditary conditions or any abnormality or disability arising during the ante-natal stages of pregnancy or as a result of childbirth l Alcoholism, alcohol abuse, drug abuse, solvent abuse and other addictive conditions Underwriting Medical History Disregarded (MHD). We do not apply any personal medical exclusions to your policy as a result of pre-existing conditions. l Sexually transmitted diseases (except treatment for HIV/AIDS) l The costs involved in obtaining or harvesting organs for transplantation l Treatment required as a result of a war risk, terrorism or criminal activity unless the member is an innocent bystander l Cosmetic treatment (except following an accident or surgery for cancer) l Kidney dialysis l Contamination by radioactivity or chemicals l Surgical or medical appliances, such as neurostimulators (for example cochlear implants) other than prostheses inserted into the body during the course of a surgical procedure or those covered under the Increased outpatient and Dental and Optical options (if selected) l Rehabilitation l Experimental treatment (limited benefit may be available please contact us) l Infertility treatment l Birth control l Sexual dysfunction l Sleep disorders l Weight loss surgery l Professional sports injuries l Hazardous sports injuries 19

20 Your questions answered Membership cards Your employees will receive two membership cards, their standard International Solutions card, and their Neuron membership card which will be sent out by Neuron. All we require is a high resolution jpeg photograph of each member to be sent to eis@aviva.co.uk in order for the cards to be produced. This photo ID will ensure treatment can be received whilst in the Emirates. Making a claim We hope that your employees never fall ill and need to make a claim on their Emirates International Solutions policy. But if they do employees will need to show their Neuron membership card when receiving medical treatment. Neuron will then liaise with the medical provider, and in the vast majority of cases provide direct settlement. However, if this is not the case your employees can contact Neuron directly on or employees can pay up front for treatment and submit their costs for reimbursement. We will send your employees a how to claim flyer, explaining the process. I have employees based in Dubai, but we want to have one of the products that are compliant in Abu Dhabi. Can they take this option? Yes. If employees are in Abu Dhabi then they should be advised to choose one of the three Abu Dhabi compliant policies, otherwise they will need to buy local cover to satisfy local legislation. Can I cancel the policy? Once we have received your application form and it has been accepted by us, we will issue you your policy documentation. This will include information on your right to cancel your Emirates International Solutions policy. From the point at which we issue you this documentation, you have 30 days in which you will be entitled to change your mind and cancel your policy. What is the duration of my policy? Your Emirates International Solutions policy is designed to be a one-year contract. At the end of each year, we will send you a renewal pack which provides details of your new premium and a reminder of your cover. You can then choose to continue with the same cover or, if your business needs have changed, you have the opportunity to change your options to meet your requirements. Pleas note that to comply with UAE regulation payment must be received before cover can commence. 20

21 If you have any cause for complaint Our aim is to provide a first class standard of service to our customers, and to do everything we can to ensure you are satisfied. However, if you ever feel we have fallen short of this standard and you have cause to make a complaint, please let us know. Our contact details are: Aviva Health UK Ltd Complaints Department PO Box 50 Eastleigh SO50 0ET Telephone: hccomp@aviva.co.uk We have every reason to believe that you will be totally satisfied with your Aviva policy, and with our service. It is very rare that matters cannot be resolved amicably. However, if you are still unhappy with the outcome after we have investigated it for you and you feel that there is additional information that should be considered, you should let us have that information as soon as possible so that we can review it. If you disagree with our response or if we have not replied within eight weeks, you may be able to take your case to the Financial Ombudsman Service to investigate. Their contact details are: The Financial Services Compensation Scheme (FSCS) We are covered by the FSCS. You may be entitled to compensation from the FSCS if we become insolvent and cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Where you are entitled to claim, insurance advising and arranging is covered for 90% of the claim, with no upper limit. Further information about compensation scheme arrangements is available from: Financial Services Compensation Scheme th Floor Lloyds Chambers Portsoken Street London E1 8BN Website: Telephone: The Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E1 9SR Telephone: complaint.info@financialombudsman.org.uk Website: Please note that the Financial Ombudsman Service will only consider your complaint if you have given us the opportunity to resolve the matter first. Making a complaint to the Ombudsman will not affect your legal rights. 21

22 Further information about Emirates International Solutions The following provides additional answers to any additional queries you may have about the Emirates International Solutions policy: Who is Emirates International Solutions for? Emirates International Solutions product range is designed for employees that are based in the United Arab Emirates (UAE). As healthcare is relatively strict especially in Abu Dhabi, we have forged a unique relationship with Emirates Insurance Company to provide the insurance for us. This enables us to offer four separate Emirates International Solutions products for you to choose from, three of which are suitable for employees who are based in the Abu Dhabi. How do I join? Joining Emirates International Solutions is easy and takes very little time. All you need to do is obtain a quote for the cost of your policy which can be obtained from an Aviva consultant, or by contacting us directly on We are open 9am-5pm Monday to Friday. Calls to and from Aviva may be monitored and/or recorded. Once you have obtained a quote, you simply need to complete the application form and return it to us. After your application is accepted, we ll send you an invoice and welcome pack with all the information you require to help you make the most of your policy. For Emirates International Solutions, employees will receive a welcome letter from Emirates along with their terms and conditions. They will still receive their standard International Solutions card from us and Neuron will send out their membership card, once they have received employees high resolution photographs. Why do premiums need to be paid in Dirhams? Legislation in the area dictates that Emirates Insurance Company has to keep special records for each category of insurance showing names and addresses of the policyholders and the amounts received in Dirhams. We realise that some clients will need to pay two invoices - one for members outside the UAE and for members inside the UAE in Dirhams - but its important that we operate in a fully compliant way. As the US$ and the UAE Dirham are pegged, we encourage payment of premiums in US$ for all other International Solutions members as this will help to avoid any currency fluctuations. If you decide to have contracts based in pounds Sterling or Euros then we will use a fixed exchange rate to US dollars. How does it work? Your employees will still receive the benefits from International Solutions if they travel outside of the UAE. You can select to cover your employees for up to 6 global regions. They will be covered in the UAE and still be covered should they require treatment outside the UAE provided the country is in the selected region or lower they will be eligible for treatment. If they wish to be repatriated to their home country in the event of evacuation they will need to ensure their appropriate region is selected. They will also benefit from our 60 days emergency cover when travelling outside the UAE. 22

23 Could the terms and conditions of my policy change? Your Emirates International Solutions policy is an annual contract. From time to time we or Emirates Insurance Company may make changes to make your policy more relevant to changing circumstances. However we will let you know if we make any changes to your policy. Is there a maximum amount that can be claimed in any one year? Yes. In line with other international private medical insurance providers, Emirates International Solutions limits the overall amount that can be claimed by each member, every policy year to 5,000,000, 5,500,000 or $,500,000 or 2,500,000 AED. Will the premiums go up? As with all things from time to time, costs of healthcare provision rise either as a result of such things as medical inflation or from advances in new technologies. In addition the Emirates International Solutions policy premiums are calculated according to age bands to reflect that people are more likely to claim as they get older. That s why we review our premiums on an annual basis although this does not necessarily mean that your premiums will rise each year. Where a premium increase is necessary, either as a result or rising costs, or because certain employees have entered a new age band, we will notify you of any change before your annual renewal is due. 23

24 Aviva Health UK Limited. Registered in England Number Registered Office 8 Surrey Street Norwich NR1 3NG. This insurance is underwritten by Aviva Insurance Limited. Registered in Scotland Number 2116, Registered Office Pitheavlis, Perth PH2 0NH. Authorised and regulated by the Financial Services Authority. Aviva Health UK Limited, Head Office: Chilworth 2 House Hampshire Corporate Park Templars Way Eastleigh Hampshire SO53 3RY. GEN18 01/2012