Table of Contents. International Insurance - An Invaluable Product 2. Marketing International Insurance 3. Why International Medical Group 5

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2 Table of Contents International Insurance - An Invaluable Product 2 Marketing International Insurance 3 Why International Medical Group 5 Product Portfolio 8 Global Medical Insurance Optional Benefits 15 Patriot Travel Series Application & Procedures/Guidelines 18 Global Series Application & Procedures/Guidelines 20 Renewal Information 26 Internet Marketing 28 Internet Guide 31 Sample Marketing Pieces 42 Client Services 49 Claims 51 Frequently Asked Questions 55

3 [ ] International Insurance - An Invaluable Product Traveling abroad can be an extraordinary experience, however, if your clients become ill or injured - that experience can quickly become frightening or even life-threatening. International medical insurance is extremely valuable. It s not about whether your clients should consider purchasing it before they take an international trip, it s about what type of plan and administrator they should consider. Caribbean - they expect and deserve first-class travel medical protection and service. Anything can happen while your clients are traveling abroad. Without the proper medical coverage, they could be stranded thousands of miles away from home with no one to treat their condition, treated in a hospital with inadequate supplies or unqualified staff, left facing hundreds of thousands of dollars in medical expenses, misdiagnosed and treated for the wrong illness, or worse. Whether your clients are on a luxurious cruise in the Mediterranean, participating in an educational exchange program in the United States, working abroad for an international employer, serving on a missionary project in Ghana, or working aboard a private yacht in the At International Medical Group (IMG ), we understand the importance of international insurance and are here to provide the education, tools and technology to help you assist your clients to the best of your ability. To help get you started on the right foot and so you may better serve your clients, the following pages provide insight into the international medical insurance market, an overview of our products and services and a general outline of some procedures and guidelines. We are here for you, and there with your clients wherever they may go - bringing support for all of their insurance needs - providing Global Peace of Mind. 2

4 What are the health related concerns your clients should be aware of when abroad? Illness Influenza, Tuberculosis Hepatitis A, Cholera Malaria, Yellow Fever Rabies, Viral Hemorrhagic Fevers Food Poisoning Injury Auto accidents: 1.3 million people are killed and 50 million are injured each year Drowning and impact injuries: 300,000+ per year Tsunamis, earthquakes, terrorism, violence Everyday accidents Source: 2012 WHO International Travel and Health Will your clients domestic coverage travel with them? National / Government plan (HHS.gov/medicare) Medicare - no coverage outside the U.S. (few exceptions) Private individual or group coverage If any coverage, it is limited: Emergency / Life-threatening only Reasonable & Customary: out-of-network - balance billing No coverage for: Evacuation: can cost as much as $100,000 Return of Mortal Remains: can cost as much as $10,000 Consulate or Embassy assistance (U.S. Dept. of State) Will not provide the funds, but will assist in the transfer of private funds Working in the international market does not necessarily involve a change in your entire business plan. It does not mean that you have to open an office in Asia, absorb the cost of international travel or lose your primary line of business. Getting involved means that you will need to devote a portion of your time each week to look for opportunities around you. Geographic location will always play an important role in a producer s access to the international market. However, it is not the only factor in success. Geographic location simply means some markets may not be available to you. The key to success is defining what markets are available to you and how to focus on them. The potential of the international market: Is there a market for it? Travel numbers are up: ,000, ,000, ,000, ,000, ,035,000,000 Source: United Nations World Tourism Organization In addition to the travel related risks, why would your clients consider buying it? Recommending Department of State World Health Organization Requiring Schengen Countries (Eurovisa.info) What are the different markets within international insurance? Short-Term Individuals or groups traveling outside their home country that need medical protection on a temporary basis. Long-Term International citizens (expatriates) that are looking for an individual, annually renewable major medical program that eliminates the obstacles of time, currency and language. Group Employers / organizations with internationally assigned employees or members across countries, time zones, cultures and health care systems. Travel Insurance Help protect a client from losing money they have invested in their travel in the event of an unforeseen circumstance that prevents them from traveling. What are the international insurance opportunities? Vacationers Governmental Entities Marine Captain & Crew Missionaries Multi-national Companies International Chambers of Commerce DBA Defense Based Contractors Education / Foreign Exchange Programs Executives / International Sales Universities Trade Associations Non-profit Organizations Church Groups Relocation Companies 3

5 4 Where to prospect for clients: Domestic Your current book of business - Many of your clients are traveling overseas for business or pleasure, or have friends or relatives visiting from overseas. Chambers of commerce - In many metropolitan areas, foreign countries have set up their own chambers of commerce, for example, the Brazilian American Chamber of Commerce in New York, NY, or the American Chamber of Commerce in Frankfurt, Germany. These organizations may even need coverage for some of their own employees. Travel agencies - An increasing amount of travelers are demanding more protection than offered by standard trip cancellation policies. International Foreign-based brokers and producers - This will depend a great deal on your location. Many brokers and producers have been successful sub-contracting producers in foreign countries to market IMG products. If you know a fellow producer with ties to a foreign country or are in an area with producers operating overseas, this may be a great chance to combine your marketing efforts. Joint ventures - Joint ventures occur through introductions. Example: You are based in the U.S. and know an insurance executive at ABC Insurance located in Spain. You introduce the executive to IMG. IMG partners with the insurance company to market our products in Spain. Joint ventures are long-term projects. A good personal and/or business relationship is the key to a successful joint venture. Organizations Missionaries - Thousands of missionaries travel and live abroad. These missionaries travel to foreign locations for a variety of reasons. Many of the American mission-sending organizations are headquartered in middle-american states. The groups range in size and need a variety of medical insurance and evacuation services for their missionaries. Students/Universities - The number of students studying in a foreign country increases each year. Many of these students will require short-term and major medical plans while attending their respective schools. Embassy/Consulates - This will depend heavily on your geographic location. Embassies and Consulates are typically located in major port cities. Most of them require group medical plans for their foreign national employees and dignitaries traveling around the world. IMG provides group plans for their specific needs. Expatriate Groups - Expatriates are individuals who have permanently left their home country. Hundreds of thousands of expatriates now live all over the world. Many of them belong to Expatriate Associations and they all require private medical insurance plans. Group Business Many employers have foreign operations. Unless an employer has included international coverage in their group plan, the employees located overseas may be without adequate medical insurance coverage. Often, inferior benefits are provided to foreign-based employees compared to those available to their home country counterparts. Additionally, the employer might want to provide coverage for key local nationals and or third-country nationals working in the foreign-based office. This market is growing rapidly. Employers are carving out overseas exposure by providing separate plans for overseas employees. If you currently work with any employer that has overseas operations, check their plans to see what medical coverage is provided for foreignbased employees. This is an excellent opportunity to show your client you have all their needs covered. International Schools There is a substantial group market for the medical coverage of the teaching and administrative staff of American International Schools, International Schools and British International Schools. IMG group rates are very competitive in the international school group market. Government Contractors A growing number of government contract programs provide premium reimbursement for international medical insurance plans. USAID, the U.S. Department of Treasury, Peace Corps, and the U.S. Department of State are a few of the American government entities sending contractors abroad, and these contractors are generally responsible for obtaining their own medical insurance coverage. Many non-u.s. entities also do the same.

6 [ ] Why International Medical Group 5

7 The IMG Advantage For more than 20 years, IMG has dedicated its efforts to providing international medical insurance, travel insurance and world-class services to the international community. It s our specialty. We understand the intricacies of international health care. Our team of quality assured professionals is committed to helping clients solve any problems, while making sure they receive superior service. Many companies claim to offer great service. At IMG, we have set a higher industry standard by integrating independent credentialing services with in-house, fully owned and operated service divisions. These accreditations promote continuous improvement in quality and efficiency while ensuring ongoing compliance. This allows us to deliver the world-class service clients deserve. We ve served over a million people worldwide in more than 170 countries and we re with our clients, wherever they go - bringing support for all their insurance needs. International Service Centers To ensure that we are available when and where needed, we maintain multiple international service and assistance centers. From our offices, we provide administrative support and marketing services to our international producers, and claims administration and emergency medical assistance to those living and traveling worldwide. Our offices offer the benefit of multiple time zones and services in tune with local practices. Single Resource All IMG service centers are designed to have the necessary services, staff and capabilities to provide international service to clients, regardless of their location. Every department and service division is integrated on the same proprietary system and in real-time. One call. One company. We are the single international resource. International Provider AccessSM (IPA) In addition to our extensive PPO network available for treatment within the U.S., our proprietary network of over 17,000 accomplished physicians and facilities allows clients to access quality care worldwide. Our direct billing arrangements can also ease the time and up front expense at select providers. International Emergency Care When overseas and a medical emergency occurs, clients may not be able to wait for regular business hours. With our on-site physician and registered nurses, they have 24/7/365 access to highly qualified coordinators of emergency medical services and international treatment. Accessible Technology Through technology we make it easy for clients to reach us and vice versa. We provide clients with a secure member Web site to quickly and easily access real-time information, view the status of claims and manage accounts. They also have access to Live Chat to speak directly to a Customer Care representative online, and they can easily reach us via . We will respond to all inquiries promptly. Of course, the phone and fax lines are open as well. Financial Stability Our globally recognized underwriter, Sirius International Insurance Corporation (publ), offers the financial security and reputation demanded by international consumers. Rated A (excellent) by A.M. Best and A- by Standard & Poor s*, Sirius International shares our vision of the international marketplace and offers the stability of a well-established insurance company. *Ratings are accurate as of the date of print. Service Without Obstacles Working in multiple time zones, languages, and with numerous currencies are not obstacles for us. We maintain an international staff for our international client base. Our claims specialists and multilingual customer service professionals work seamlessly with clients in order to communicate without barriers. We back up what we promise - Coverage Without Boundaries that provides Global Peace of Mind. 6 IMG s Headquarters Indianapolis, Indiana USA

8 The IMG Advantage for You: Top of the Industry Producer Incentive Programs Comprehensive Training Programs and Materials Producer product marketing kit Producer guide Product guide Newsletters Web site Webinars Online Sales and Management Tools - Producer Area Check on producer & sub-producer s production Update information Order supplies Provides online sales, service and marketing support Product links and images Recruit sub-producers Enter an application Online application branding Customizable Web site content Personalized marketing flyers Personalized brochures and applications Experienced International Marketing Support Account Managers - Assist with the marketing service needs of producers Account Executives - Assist with the development of producers and their marketing efforts Missionary, and Marine Specialists - assist producers in the development of these unique markets Internet Account Executives - Assist producers with Web site development and online marketing $$$ IMG Rewards For those producers who offer IMG as the exclusive provider of international health insurance on their Web site Earn points based upon the number of entries Five levels - Bronze, Silver, Gold and Platinum, Platinum Elite Each level provides added incentives YourShare Unique program offered to Silver, Gold, Platinum and Platinum Elite level producers Assigns sales from IMG s Web site to qualified and participating producers Opportunity to earn free commission and build a new network of clients Builds on IMG s commitment not to compete with our producers 7

9 [ ] Product Portfolio 8

10 Coverage for individuals & families Patriot Travel Medical Insurance Individual & family Short-term coverage available from five days up to two years. Patriot Travel Medical Insurance is designed to meet the needs of international travelers looking for temporary medical insurance coverage while travelling outside of their home country. In addition to medical benefits, the plan includes coverage for emergency medical and political evacuation, repatriation, and a choice of deductibles and plan maximums up to $2,000,000. There are two plans available: Patriot International SM provides coverage for U.S. citizens traveling outside the U.S., and Patriot America SM provides coverage for non-u.s. citizens traveling outside their home country. Examples of clients who need Patriot Travel: Your client is a Mexican citizen and is traveling to the United States for one month on business. Your client is a U.S. citizen and is traveling to Panama on vacation for six weeks. Your client is a non-u.s. citizen residing in the U.S. and is returning to his/her home country. Global Medical Insurance Individual & family Flexible longterm annually renewable plan. Global Medical Insurance (GMI) is a flexible, long-term, annually renewable, U.S.-style major medical insurance program designed for U.S. citizens living abroad, and non-u.s. citizens throughout the world. GMI offers the flexibility to select from an assortment off our unique benefit plan options Silver, Gold, Gold Plus, and Platinum - each with different levels of coverage. In addition, there are different areas of coverage available, optional riders, flexible underwriting methods, as well as multiple deductibles and modes of payment. Examples of clients who need Global Medical Insurance: A U.S. oil company is placing one of its employees on assignment in Saudi Arabia for the next three years and needs coverage for him. A Russian citizen needs lifetime medical coverage that will not only cover her in Russia, but also worldwide including the United States. Patriot Platinum Travel Medical Insurance SM Individual & family First-class short-term coverage available from five days up to three years. Patriot Platinum SM provides first-class protection for the discerning international traveler who wants to obtain the maximum coverage available in a short-term travel medical product on the market today. Patriot Platinum builds upon the core benefits of the Patriot Travel plan and can provide up to $8,000,000 of coverage with enhanced benefits and services, including our Global Concierge & Assistance Services SM. There are two plans available: Patriot Platinum International SM provides coverage for U.S. citizens traveling outside the U.S. and Patriot Platinum America SM provides coverage for non-u.s. citizens traveling outside their home country. Examples of clients who need Patriot Platinum: Your client s son will be participating in a Doctors Without Borders program and they want a plan that will provide him with the most comprehensive coverage wherever he travels. A client is traveling to China to assist in setting up a new telecommunications system. The employer will be paying for the 10 months of coverage and wants a plan that not only has highest benefit limits, but also offers additional assistance services. Patriot Green Travel Medical Insurance SM Individual & family Environmentally conscious short-term coverage available from five days up to two years. Patriot Green Travel Medical Insurance is designed for the environmentally conscious traveler and provides him up to $2,000,000 of medical coverage and services. This plan offers the same core benefits as the Patriot Travel plan, but it also offers eco-friendly benefits including an Eco Sports Rider covering such activities as jungle ziplining, wildlife safaris, and cave tubing. The plan provides for the purchase of carbon offsets, paying an additional AD&D benefit to an environmentally conscious organization, and it is paperless. 9

11 There are two plans available: Patriot Green International SM provides coverage for U.S. citizens traveling outside the U.S. and Patriot Green America SM provides coverage for non-u.s. citizens traveling outside their home country. Examples of clients who need Patriot Green: Your clients are U.S. citizens traveling to Ecuador and one of the activities they will be participating in is jungle zip lining (canopying). Your client is a U.K. citizen traveling to Africa on a photo safari. He desires to lessen the effect of his travel on the environment and offset his carbon footprint by buying a product that purchases carbon offsets. Patriot Multi-Trip SM Individual & family - Short-term coverage available up to three years for travelers who take frequent trips throughout the year. Patriot Multi-Trip is designed for individuals and families who travel frequently outside their home country and/or country of citizenship throughout the year. The plan offers the ease and convenience of purchasing an affordable single annual premium plan that provides coverage for trips up to 30 or 45 days in length for each trip taken during a period of 12 months. The plan provides up to $1,000,000 of medical coverage and services. There are two plans available: Patriot Multi-Trip International provides coverage for U.S. citizens that take multiple trips annually outside the U.S., and Patriot Multi-Trip America provides coverage for non- U.S. citizens that take multiple trips annually outside their home country and/or country of citizenship. Examples of clients who need Patriot Multi-Trip: Your client is a U.S. citizen, employed by a company within the United States, who travels abroad frequently throughout the year on business, and is covered by an individual or group medical plan while in the U.S. A Canadian citizen travels five times a year to the U.S. to go to his vacation home. He usually takes his family with him when he travels. Coverage for Groups GEO SM Group Groups of two or more members - Long-term annually renewable employer sponsored group insurance. GEO Group is a comprehensive, yet cost-effective plan tailored specifically for employers who need international group medical coverage for their employees around the globe. This program offers four base plan options with a wide range of benefits that can be customized to suit an employer s specifications. This program can provide medical, dental, life, daily indemnity, and disability income benefits for employees and their families. Examples of clients who need GEO Group: A Chinese company or organization needs to insure 100 employees that reside in China, South Korea and Thailand. A U.S. company or organization with a branch office in Argentina needs to insure their U.S. and Argentine employees that reside in Argentina. A U.S. company or organization with 10 branch offices in Europe, Asia and South America needs to insure all overseas employees under one group plan. Patriot Group Travel Medical Insurance Groups of five or more members Shortterm coverage available from five days up to two years. Patriot Group Travel Medical Insurance is designed for groups of five or more nonrelated members looking for temporary medical insurance coverage while travelling outside of their home country. In addition to medical benefits, the plan includes coverage for emergency medical and political evacuation, repatriation, and a choice of deductibles and plan maximums up to $2,000,000. The plan also provides a 10% discount of the standard Patriot Travel Medical plan. There are two plans available: Patriot International SM Group provides coverage for U.S. citizens traveling outside the U.S. and Patriot America SM Group provides coverage for non-u.s. citizens traveling outside their home country. 10

12 Examples of clients who need Patriot Group coverage: A Russian ballet group is coming to the U.S. for a six week performance. An American high school is sending 10 students to France for two weeks. Patriot Platinum Group SM Groups of five or more members First-class shortterm coverage available from five days up to three years. Patriot Platinum Group provides first-class protection for groups of five or more nonrelated international travelers who want to obtain the maximum coverage and most comprehensive services available in a short-term group travel medical product. Patriot Platinum Group builds upon the core benefits of the Patriot Group Travel plan and can provide up to $8,000,000 of coverage with enhanced benefits and services including our Global Concierge & Assistance Services SM. There are two plans available: Patriot Platinum International SM Group provides coverage for U.S. citizens traveling outside the U.S. Patriot Platinum America SM Group provides coverage for non-u.s. citizens traveling outside their home country. Example of clients who need Patriot Platinum Group: A large Japanese auto company is sending a group of its top level executives to the U.S. for a week-long conference. The company wants to provide the toptier coverage to their employees on their short-term international trip. A group of senior citizens is taking a cruise to the Bahamas for one week, and they require top-of-theline medical coverage outside the U.S. where Medicare will not cover them. Patriot Green Group SM Groups of five or more members Environmentally conscious short-term coverage available from five days up to two years. Patriot Green Group is designed for groups of five or more non-related environmentally conscious international travelers and provides them up to $2,000,000 of medical coverage and services. This plan offers the same core benefits as the Patriot Group Travel plan, and it also includes eco-friendly benefits including an Eco Sports Rider, covering such activities as jungle zip lining, wildlife safaris, and cave tubing. It also provides for the purchase of carbon offsets, paying an additional AD&D benefit to an environmentally conscious organization, and it is paperless. There are two plans available: Patriot Green International SM Group provides coverage for U.S. citizens traveling outside the U.S. and Patriot Green America SM Group provides coverage for non-u.s. citizens traveling outside their home country. Examples of clients who need Patriot Green Group: An environmental club at a local university will be travelling abroad and wants to purchase a paperless product that purchases carbon offsets and offers an AD&D benefit to another environmentally conscious organization. A group of 10 environmentally conscious travelers are going to Costa Rica as part of an eco-friendly vacation. They want to ensure they can purchase the eco-sports rider for when they take part in activities such as hiking, zip lining, and kayaking. Patriot Multi-Trip SM Group Groups of five or more members - Shortterm coverage available up to three years for travelers who take frequent trips throughout the year. Patriot Multi-Trip Group is designed for groups of five or more people who travel frequently outside their home country and/or country of citizenship throughout the year. The plan offers the ease and convenience of purchasing an affordable single annual premium plan that provides coverage for trips up to 30 or 45 days in length for each trip taken during a period of 12 months. The plan provides up to $1,000,000 of medical coverage and services. There are two plans available: Patriot Multi-Trip International Group provides coverage for U.S. citizens that take multiple trips annually outside the U.S., and Patriot Multi-Trip America Group provides coverage for non-u.s. citizens that take multiple trips annually outside their home country and/or country of citizenship. Example of clients who need Patriot Multi-Trip Group: Doctors Without Borders sends its doctors on short two week overseas trips throughout the year for volunteering purposes. A restaurant chain sends an opening crew around the world for 20 days per trip six times a year. 11

13 Coverage for Students, Scholars, Faculty and Cultural Exchanges Patriot Exchange Program SM Individual & family Short-term coverage available from one month up to four years for educational and cultural exchange programs. Patriot Exchange is designed for international travelers, and their families, actively engaged or participating in educational or cultural exchange programs. There are two plan options: The Standard Plan meets the J1 Visa requirements and provides coverage that includes medical benefits, international emergency care including emergency medical & political evacuation, repatriation, and a choice of optional coverage enhancements. The Basic Plan is a more economical plan with essential travel medical coverage. Example of a client who needs Patriot Exchange Program: A British student will be studying at a U.S. university for a four year engineering program. A U.S. student is attending a three month language program. Patriot Group Exchange Program SM Groups of two or more members - Shortterm coverage available from one month up to four years for groups of educational and cultural exchange programs. Patriot Exchange Group is designed for groups of two or more international travelers, and their families, actively engaged or participating in educational or cultural exchange programs. There are three plan options: The Standard Plan meets the J1 Visa requirements and provides coverage that includes medical benefits, international emergency care including emergency medical & political evacuation, repatriation, and a choice of optional coverage enhancements. The Basic Plan is a more economical plan with essential travel medical coverage. The Long-Term Annual Plan has the flexibility to be tailored to meet specific needs of each program and can be renewed annually. Examples of clients who need Patriot Group Exchange Program: An American high school French club is traveling to Paris for a month long cultural immersion program. A group of Chinese university students is coming to the U.S. as summer interns. Student Health Advantage SM Individual or groups of two or more members- Long-term coverage available from one month up to five years for educational programs. Student Health Advantage is designed to meet the needs of international students, scholars, and faculty, their families, and groups of two or more involved in long-term educational programs. In addition to meeting the requirements of the J1 Visa, this plan includes benefits for maternity, mental health and organized sports. After a period of 12 months, pre-existing conditions will be covered as well. Examples of a client who needs Student Health Advantage: An Asian student is coming to the United States to attend four years of college. A U.S. student will be studying abroad on a Rhodes Scholarship. Global Educators Medical (GEM SM ) Long-term educational group plan. GEM is a competitive group medical plan designed to meet the special needs of international educators. GEM provides comprehensive medical coverage for full-time staff and administrators of international schools around the world. Examples of clients who need GEM: American International School in Mumbai with 20 expat employees and 15 local nationals. International school in Shanghai with five U.S. citizens and 10 British citizens on staff and faculty. 12

14 Trip protection coverage for individuals & families Patriot T.R.I.P. Individual & family - Travel protection program. Patriot T.R.I.P. helps protect travelers who are unable to travel or are interrupted during their covered trip due to circumstances, such as a sudden and unexpected illness or injury, death in the family, jury duty, job layoff, terrorism or the bankruptcy of the tour operator, cruise line or airline. Benefits also include coverage in the event of travel and baggage delay, lost baggage, emergency medical expenses, emergency medical evacuation and more. Example of a client who needs Patriot T.R.I.P.: Your client and his family will be spending three days in Florida before taking a three day Caribbean cruise. Patriot T.R.I.P. Elite Individual & family - First-class travel protection program. To provide superior protection for a picture perfect vacation, there is Patriot T.R.I.P. Elite, a premier travel insurance program. Patriot T.R.I.P. Elite offers a high level of benefits to travelers who need more coverage than provided by the Patriot T.R.I.P. program. The program has increased benefit amounts for emergency medical, emergency medical evacuation, travel delay, baggage, trip interruption and has a benefit for violent attacks. Example of a client who needs Patriot T.R.I.P. Elite: A high-end traveler is going on a 14-day European cruise. Patriot T.R.I.P. Essential Individual & family Essential travel protection program. Patriot T.R.I.P. Essential provides the basic travel insurance protection for a picture perfect vacation. This program is designed for travelers who are concerned about their budget and need basic coverage for those unforeseen circumstances that may force the cancellation or interruption of a covered trip. Patriot T.R.I.P. Essential offers the essential level of benefits for trip cancellation and interruption, travel and baggage delays, and emergency medical treatment. Example of a client who needs Patriot T.R.I.P. Essential: A young professional needs basic trip protection for his 10-day French trip. Patriot T.R.I.P. Student Individual & family - Travel protection program for students. Patriot T.R.I.P. Student is a budget-conscious travel insurance program designed to provide important benefits to students for many of those unforeseen circumstances that may force the cancellation or interruption of a covered trip. This program also includes coverage for trip cancellation or interruption travel and baggage delay, lost or stolen baggage, emergency medical expenses and emergency medical evacuation. Example of a client who needs Patriot T.R.I.P. Student: A college student will be spending two weeks in Brazil conducting a study for a research project. Specialty coverage Patriot Adventure SM Individual & family - Short-term medical coverage available from 30 days up to six months for adventure sports enthusiasts. Patriot Adventure is designed for the adventurous international traveler. It provides benefits for those traveling abroad who also intend to participate in non-contact amateur athletic activities and a select group adventure sports.there are two plans available: Patriot Adventure International SM provides coverage for U.S. citizens traveling outside the U.S. and Patriot Adventure America SM provides coverage for non-u.s. citizens traveling outside their home country. Example of a client who needs Patriot Adventure coverage: A college student is spending the summer in Europe where he will be spending his time mountain biking. Sky Rescue SM Individual & family Short-term coverage available from three to twelve months for those needing emergency care & services. Sky Rescue is designed for individuals and family members traveling outside their home country. It provides international emergency services, including emergency medical & political evacuation, repatriation, reunion and return of mortal remains combined with international travel assistance services. The plan may be purchased for three months, six months or 12 months. Examples of clients who need Sky Rescue: A German adventurer is going to Africa, he already has a medical insurance plan, but needs emergency services coverage. 13

15 Global Crew Medical Insurance Individual & family Flexible long-term annually renewable plan for marine captains and crew. Global Crew Medical Insurance (GCMI) is designed for marine professionals, and offers the flexibility to select from an assortment of four unique benefit plan options Silver, Gold, Gold Plus, and Platinum - each with different levels of coverage. In addition, there are different areas of coverage available, optional riders, flexible underwriting methods as well as multiple deductibles and modes of payment. Examples of a client that needs GCMI: Luxury yacht captain. A crewman that works and lives on a commercial or private ocean sailing vessel. Owner/Operator of a private yacht. International Marine Medical Insurance SM Groups of two or more members - Long-term annually renewable group insurance for professional marine crew. International Marine Medical Insurance (IMMI) is designed specifically to provide comprehensive medical insurance to groups of professional marine crew by offering continuous coverage worldwide. IMMI provides $1,000,000 of coverage per certificate period with a full range of benefits. Group members will be covered worldwide, including their country of citizenship, 24 hours a day. Examples of a client that needs IMMI: Chartered yachts. Corporations that own a company yacht. Privately owned yachts that have a full-time crew. Commercial vessels (tankers, cargo containers, etc.). CrewSelect International SM Individual & groups of two or more members- Long-term annually renewable group insurance for professional marine crew. CrewSelect International is a comprehensive and portable international medical insurance plan designed specifically for professional marine crew. The plan is offered in three currencies: Euro, GBS and U.S. Dollars. This plan is preferred by professional brokers and marine crew because of its European plan design and flexibility of currency. Global Mission Medical Insurance SM Individual & family - Flexible long-term annually renewable plan for missionaries. Global Mission Medical Insurance (GMMI) is a flexible, long-term, annually renewable, U.S.-style major medical insurance program designed for U.S. citizens living abroad, and non-u.s. citizens throughout the world. GMMI offers the flexibility to select from an assortment of four unique benefit plan options Silver, Gold, Gold Plus, and Platinum - each with different levels of coverage. In addition, there are different areas of coverage available, optional riders, flexible underwriting methods, as well as multiple deductibles and modes of payment. Example of a client that needs GMMI: A U.S. missionary and his family will be living overseas and need to secure worldwide medical insurance and do not have access to a group insurance plan Outreach Travel Medical Insurance SM Individual & family Short-term coverage available from five days up to two years. The Outreach product addresses the medical insurance needs of U.S. citizens and non-u.s. citizens who need temporary medical insurance for church or mission related travel anywhere outside of their home country. Coverages include Emergency Medical Evacuation, Repatriation, and your choice of deductible and policy limits. Example of a client that needs Outreach: A group of church volunteers raveling to Mexico with Habitat for Humanity. MP+International Long-term annually renewable group plan. MP+International is designed specifically to provide comprehensive medical insurance to missionary groups by offering continuous coverage when overseas and back in the U.S.on furlough or deputation. Example of a client that needs MP + International: A Mission sending organization employs career missionaries all over the globe and they wish to provide those missionaries with worldwide medical coverage. Example of a client who needs CrewSelect: Professional Crewmen that work and live aboard a commercial or private ocean sailing vessel. Owner/operator of a private yacht. 14

16 [ ] Global Medical Insurance Optional Benefits 15

17 Global Term Life Insurance SM Eligibility An individual that purchases a Global plan and is between the ages of 31 days and 69 years is automatically eligible for Global Term Life Insurance. Global Term Life Insurance Age Principal Sum (Per unit. Maximum 2 units for age 19 to 64) 31 days - 18 $5, $75, $50, $35, $25, $20, $15, $10, $7,500 Accidental Death & Dismemberment Included with Global Term Life Insurance Accidental Loss of Life Accidental Total Loss of 2 Members** Accidental Total Loss of 1 Member** Principal Sum* Principal Sum* 50% of Principal Sum* *Benefit based on age at time of death. ** Member means hand, foot or eye. Underwriting Global Daily Indemnity is available with no additional underwriting. Simply complete and return the application and pay the appropriate premium. Premium Global Daily Indemnity is available for an additional annual premium of $100 per unit. Age 31 days - 69 years (only available between these ages - up to two units) Other Optional Riders Maternity (Silver, Gold, Gold Plus plan options) Principal Sum $100 per day $50,000 lifetime maximum, $5,000 maximum for normal delivery, $7,500 for C-section (Newborn covered for first 31 days only without additional premium.) Underwriting This plan is available with no additional underwriting beyond initial enrollment in a Global plan. Simply complete and return the appropriate premium with the application. Premium Global Term Life Insurance is available for a standard annual premium of $240 for the first unit and $180 for the second unit. Terrorism (Platinum plan option) Sports (Platinum plan option) Global Group $50,000 lifetime maximum $25,000 lifetime coverage for some adventure sports including mountaineering, parachuting, and whitewater rafting (Refer to Certificate Wording for a comprehensive list) Global Daily Indemnity Benefit The plan pays $100 for each required overnight stay in a hospital. Hospital expenses must be covered by the Global plan. Hospital stays during pregnancy are not eligible for Global Daily Indemnity benefits. Life and health insurance reduces the burden of unforeseen financial liabilities due to an illness or accident. Unfortunately, obligations and bills continue even during a hospital stay. Global Daily Indemnity is an excellent way to offset these expenses and is available up to two units. Global Group is a flexible group option available for two or more individuals or families that allows them to choose a plan design that best fits their own needs. Highlights Each group member has their choice of deductible, plan design (Silver, Gold, Gold Plus, or Platinum), optional riders, and coverage area Plan is portable to the member if he/she leaves the group Administrator chooses contribution amount (0-100% of the premium) Designed for Groups that don t meet our other group plan guidelines Group members that need the individual plan flexibility 16

18 Global Senior Plan Eligibility Individuals with a Global plan prior to their 65th birthday who maintain continuous coverage to age 75 are eligible for this plan. Enrollment Individuals will be sent a conversion letter prior to their 75th birthday. The letter will include instructions for converting coverage to the Global Senior Plan. Coverage Coverage is outlined in the Schedule of Benefits below. The Global Senior Plan will protect you worldwide, while allowing you to choose the hospital for treatment of eligible illnesses and accidents. MEDICAL INSURANCE Coverage Area Maximum Limit per Individual BENEFIT Subject to deductible and coinsurance Worldwide $100,000 Per Period of Insurance - $1,000,000 Lifetime Deductible per Individual $5,000 Hospitalization: Semi-private room and board Nursing services Prescription medication Physician charges Diagnostic and laboratory testing X-rays Chemotherapy and radiation Durable medical equipment Treatment, services and supplies routinely provided Intensive Care Unit Surgery: Surgical care Second surgical opinion Anesthetics Physician charges for surgery Treatment, services and supplies routinely provided Out-patient: Emergency treatment of illness or injury Surgery Rehabilitative treatment Treatment, services or supplies routinely provided In-patient Physical Therapy Limited to 1 visit per day Eligible Medical Expenses Local Ambulance Wellness: Females: Routine physicals Mammogram, ob/gyn visit, etc. (exams must be separated by 12 months) Males: Routine physicals (exams must be separated by 12 months) Transplants: Limited to certain transplants and covered only within designated transplant facilities that are members of IMG s independently contracted PPO network $400 per day - 60 day maximum $800 per day - 60 day maximum URC up to Maximum Limit URC - only available after a related in-patient hospital confinement $50 maximum per visit URC up to Maximum Limit $2,500 per period of coverage $250 per period of coverage not subject to deductible or coinsurance Up to Maximum Limit Return of Mortal Remains Up to $25,000 Pre-existing Conditions $50,000 lifetime - maximum of $5,000 per period of coverage Dental Emergency Up to $100 Extended Care Facility and Home Nursing Care Services Limited to 30 days per period of coverage In-patient Hospice Care Limited to the first 30 days of confinement URC URC 17

19 [ ] Patriot Travel Series Application & Procedures / Guidelines 18

20 In-house Application Procedure Guidelines for Short-term Travel Products General Processing of Applications: Application and proper payment are received. The application is date stamped and imaged when received by IMG. Certificate Holder Services verifies the date of birth, requested effective date and the premium calculation. Certificate Administration enters information in the system and deposits the check or debits the credit card for payment of premium. The short-term travel products are automatic issue and require no medical underwriting. However, if improper premium and/or authorization is received, or the applicant does not meet the eligibility requirements, the application will not be processed. In both cases the application is returned to the applicant or producer. A fulfillment kit is processed by Certificate Administration and mailed to the insured s address listed on the application. The fulfillment kit includes a Declaration of Insurance, an IMG Identification Card, IMG contact numbers, Claim Form, visa letter and an insurance certificate containing a complete outline of the Certificate Wording (online fulfillment and express mail are also available). Online Application Procedure Guidelines for Short-term Travel Products: The application process is initiated online by the producer or applicant. The short-term products are automatic issue and require no medical underwriting. However, if the applicant does not meet eligibility requirements or invalid credit card information is entered, the online application process will be terminated. During the application process the applicant will request the fulfillment method they prefer: online, standard or express mail. The online fulfillment method will be sent within 10 minutes of the application being submitted, or mailed to the insured s address listed on the application within 24 to 48 hours. The fulfillment kit includes a Declaration of Insurance, an IMG Identification Card, IMG contact numbers, Claim Form, visa letter and an Insurance Certificate containing a complete outline of the Certificate Wording. Approximately 30 and 15 days before expiration, notification is sent to the insured. Coverage for some short-term products may be renewed (see the Certificate Wording for more details). The original writing producer will automatically receive credit. Approximately 30 and 15 days before expiration, notification is sent to the insured. Coverage for some short-term products may be renewed (see the Certificate Wording for more details). The original writing producer will automatically receive credit. 19

21 [ ] Global Series Application & Procedures / Guidelines 20

22 In-house Application Procedure Global Products General Processing of Applications: Application is received from the producer with the appropriate premium. The application is date stamped when received by IMG. Note: Applications must be processed, approved and have an effective date within 30 days of the date of signature. Application is imaged and sent to Certificate Holder Services. This is done to eliminate confusion even if the application is specifically addressed. Information from the application is entered in the system and an electronic file is created. This allows the application to be tracked throughout the office. Certificate Holder Services processes the imaged application and forwards it to Underwriting. Underwriting reviews the application for completeness and any medical conditions. The following procedures apply to each situation: Complete application and no medical conditions: The application is approved and sent to Premium Accounting. (Note: upon receipt of a Platinum plan option application, we immediately contact the applicant via telephone to welcome them to the Global Platinum family, and to review the application and to make sure all information received is correct.) Incomplete application: The information needed is noted and a request for full information is sent to the producer. The means of communication is according to the producer profile. Medical conditions on the application: Procedures are outlined in regards to the severity of the condition. If the condition is within the underwriting guidelines, the application is approved. If necessary, IMG s Medical Director will review the file with Underwriting and determine if the application can be approved. Once all information has been received, the application will be reviewed in its entirety by an Underwriter who will do one of the following: Approve as standard issue, Approve with an Exclusionary Rider, Approve with the Flexible Underwriting Rider, Approve with a Pre-existing Conditions Rider (Platinum plan option), or Decline. Approved applications (standard issue): The imaged application is returned to Premium Accounting to secure the premium. Once premium is secured, the status is changed to S (Sold). Coverage is in force from the effective date approved by Underwriting. Approved with and Exclusionary Rider: The Exclusionary Rider is sent to the producer and applicant. This rider excludes (a) specific condition(s). The rider must be signed by the applicant, dated and returned to our office. Once received, the imaged application and signed rider will besent to Premium Accounting to secure premium. Once premium is secured, the status is changed to S (Sold). Coverage is in force from the effective date approved by underwriting. Approved with Flexible Underwriting Rider: This rider allows acceptance of an application which may have been declined in the past. The rider excludes any condition that exists on or prior to the effective date. Once the insured remains symptom, advice and treatment free for a period of 24 consecutive months, pre-existing conditions will be covered up to $5,000 per Period of Insurance with a $50,000 Lifetime Maximum. The Flexible Underwriting Rider Option requires an additional annual Administration Fee. The rider is sent to the producer and applicant. The rider must be signed by the Applicant, dated and returned to our office. Once received, the imaged application and signed rider will be sent to Premium Accounting to secure premium. Once premium is secured, the status is changed to S (Sold). Coverage is in force from the effective date approved by Underwriting. For all conditions: The application will be held if additional information is needed. Underwriting will contact the applicant and may have the Marketing Account Manager call the producer to get the needed information. 21

23 Approved with a Pre-existing Conditions Rider (available on Platinum plan option): This rider is placed on Platinum applicants that are not approvable on the standard basis, which on the Platinum plan option provides for no exclusions for pre-existing conditions. This rider places a 24 month exclusion on all pre-existing conditions, followed by limited coverage of $5,000 per Period of Insurance with a $50,000 Lifetime Maximum. The rider is sent to the producer and applicant. The rider must be signed by the applicant, dated and returned to our office. Once received, the imaged application and signed rider will be sent to Premium Accounting to secure premium. Once premium is secured, the status is changed to S (Sold). Coverage is in force from the effective date approved by Underwriting. Declined Applications: The producer is notified of the declined application prior to the applicant receiving any correspondence from IMG. The decline letter is sent to the applicant with the full refund of premium. Copies of all correspondence are then forwarded to the producer. Note: If premium is to be secured by a credit card and that card is declined, the applicant and producer are notified and the status of the application is changed to DP (Declined Payment). A fulfillment kit is processed for each insured. These kits include a Declaration of Insurance, an IMG identification card, an introductory letter explaining guidelines and pre-existing conditions coverage, a Claim Form and Certificate Wording. This kit is mailed to the selling producer. For those applications that are completed online, the kits will be sent directly to the insured. All requests from the insured for express mailing will be charged the express mailing fee of $ This amount should be included if paying by check. If paying by credit card, written authorization from the card holder to charge this additional amount is needed. Commissions are paid on the 10th of the month for the previous month s earned premium. Monthly, Quarterly and Semi-Annual payments: Premium due is automatically charged on the due date for these modal payment types. If any of these modal payments is chosen, payment must be secured with a credit card. The credit card number is kept on file. If the credit card declines when payment is due, the producer and the insured are notified and asked to provide new credit card information and authorization. If this is not made available, the application will lapse for nonpayment and a notice of termination will be mailed to the insured and producer. Renewals: A renewal form will be sent 60 and 30 days before the expiration of the Global certificate. Renewal information is sent to both the producer and the insured via standard mail and . Renewals are not automatic, but they are not medically underwritten. When a renewal form is received, it is imaged and reviewed for renewability. If eligibility is maintained and the correct premium is received, the renewal is approved, premium is secured and the status is changed to SR (Sold, Renewed). A new fulfillment kit is then mailed to the insured. Any non-u.s. citizen residing in the U.S. at the time of renewal, with the intent of remaining in the U.S. for at least six (6) of the next 12 months must provide an Affidavit of Eligibility. Note: The ID card does not expire. A new card is not included in the renewal kit. Online renewal: If a client s renewal date is within 60 days, he/she may view renewal documents as well as complete and submit the renewal form electronically by going to clicking on the Client Resources section and then clicking on Renewal Information. The certificate number, date of birth and effective date will be needed. Cancellation: In order to cancel Global Medical Insurance, the actual certificate holder must send a request for termination in writing to IMG. The date of cancellation will be the date requested or the date the written cancellation request is received by IMG, whichever is later. The request will be imaged, reviewed and processed according to the Certificate Wording. Any refund will be based upon a specified short-rate table. The status is changed to ST (Sold, Part Terminated). Refunds will be issued within four to six weeks. Cancellation refunds are issued in the manner original premium was received (i.e. paid by credit card, refunded by credit card; paid by check, refunded by check). Reinstatement: At times, circumstances will dictate that an IMG certificate will lapse for various reasons. In these situations, a certificate may be eligible for reinstatement. In order to reinstate a certificate, we need the following: 22

24 A written request for reinstatement. The renewal form, if the certificate lapsed at renewal. A completed reinstatement application. A written statement giving full details of any claims incurred by the Insured Person since the termination date. Payment of all premiums due. Reinstatement isthe only option for an individual applying within 12 months of the previous certificate. Upon receipt of the above information, it is reviewed by Underwriting and subject to the same Underwriting requirements as New Business. Reinstatement is at the sole discretion of IMG. Underwriting and Administration Underwriting The underwriting process for Global products is initiated once IMG receives a satisfactorily completed Global application. Two sections of medical questions are asked on the application and determine an applicant s approval for coverage: Plan eligibility is based on the answers to the following questions: Are you or any other applicant currently disabled, or unable to perform normal activities? Are you or any other applicant presently hospitalized, or scheduled for or in need of hospitalization or surgery? Have you or any other applicant ever tested positive for, been diagnosed with, or been treated for Acquired Immune Deficiency Syndrome (AIDS), AIDS Related Complex (ARC), Lymphadenopathy Syndrome, Human Immunodeficiency Virus (HIV) or any other Immune System Disorder? Have you or any other applicant ever had, been recommended to have, or are you currently on a waiting list for any organ transplant (other than corneal)? Do you participate in professional sports? If any of these questions are answered Yes, the Applicant does not qualify for Global Medical Insurance. Have you or any other applicant been diagnosed with or treated for any type of cancer or precancerous condition during the past (5) years? If a non-u.s. citizen, do you or any other applicant have a U.S. visa or green card? If a non-u.s. citizen, have you or any other applicant resided continuously in the U.S. for the last five (5) years? Are you or any other applicant currently pregnant? If any of these questions are answered Yes, the Applicant may not qualify for Global Medical Insurance. Additional medical questions are asked as an aid in defining pre-existing conditions and disability. The answers to these questions may affect acceptance into the plan. Note: It is essential that applicants understand the importance of accurate answers to these medical questions. Nondisclosure of medical conditions will result in denial of claims and possible rescission of the Certificate. Most commonly requested information: Full details including treatment dates, diagnosis, prognosis, name, address and phone number of attending physician; and present course of treatment should always be included if an applicant answers Yes to certain questions on the Global Medical Insurance Application. Attending Physician s Statement A physical exam may be requested at the underwriter s discretion. Effective Date Coverage commences on the date of approval by IMG, the requested effective date (and approval by IMG), or the date the applicant departs the U.S., whichever is later. In addition, a signed Affidavit of Eligibility is required (see sample on pg. 25) for all non-u.s. citizens who are in the U.S. at the time of application, and who do not plan to depart the U.S. within 30 days. Note: The approval of an application and subsequent issuance of an effective date of coverage is generally within 5-7 business days upon receipt of a satisfactorily completed Global Medical Insurance Application with premium. 23

25 Termination Coverage ends on the earliest of: The end of the period for which premium was paid; or The termination date shown on certificate; or The date the insured no longer meets eligibility requirements; or Pre-existing Condition Definition: Any Illness, Injury or Mental or Nervous Disorder that, with reasonable medical certainty, existed on or at any time prior to the Initial Effective Date of this insurance, whether or not previously manifested or symptomatic, diagnosed, treated or disclosed on the Application or on any Claim Form or otherwise, including any chronic, subsequentor recurring complications or consequences associated there with or arising or resulting therefrom. The attainment of age 75; however, individuals who enrolled for coverage prior to their 65th birthday and maintain continuous coverage until their 75th birthday will be offered the Global Senior Plan. The Global Senior Plan is available to individuals who hold certificates with an initial effective date during or after 1995; or The date IMG elects to cancel all insured persons of the same sex, age, class, or geographic location (following 30 days advance notice). Pre-existing Conditions Clause The Silver, Gold and Gold Plus plan options provide a $50,000 lifetime benefit for eligible pre-existing conditions that existed at or prior to the effective date, subject to a maximum of $5,000 per period of coverage after coverage has been in effect for 24 continuous months. This benefit is payable whether or not you have received consultation or treatment for the condition(s) during the 24-month period of continuous coverage. The following illnesses which exist, manifest themselves, or are treated or have treatment recommended prior to, or during the first 180 days of coverage from the initial effective date are considered pre-existing conditions and are subject to the waiting period and other limitations of coverage described above: acne, asthma, allergies, tonsillectomy, back conditions, adenoidectomy, hemorrhoids or hemorrhoidectomy, disorders of the reproductive system, hysterectomy, hernia, gall bladder or stones and kidney stones, any condition of the breast, and any condition of the prostate. On the Platinum plan option, conditions that are fully disclosed on the application and have not been excluded or restricted by a rider will be covered thes ame as any illness. Conditions, including any complications therefrom, that are not fully disclosed on the application will not be covered. 24

26 25

27 [ ] Renewal Information 26

28 Renewals Patriot America and Patriot International plans that are purchased with an initial period of coverage of less than one month are not renewable. These plans may be rewritten for a new period of coverage. A new deductible and pre-existing condition clause will apply for each new period of insurance. Certificate holders with non-renewable plans will receive expiration notices along with new applications. These documents are sent 30 days prior to the termination date to the insured s address on the original application. The insured simply returns the appropriate premium and completed application to IMG prior to termination. Patriot America and Patriot International plans that are purchased initially with a one month period of coverage or greater may be renewed for up to 24 months (36 months for Patriot Platinum and Patriot Multi-Trip) of total coverage. Renewal forms are sent to the insured who purchased Patriot America and Patriot International plans with an initial period of coverage of one month or greater. These documents are sent 30 days prior to the termination date to the insured s address on the original application. The insured simply returns the appropriate premium and the completed renewal form to IMG prior to termination, or submits the renewal form online with appropriate premium prior to termination. Online Renewal: If a client s renewal date is within 60 days, he/she may view renewal documents and complete and submit the renewal form electronically by going to clicking on the Client Resources section, then clicking on Renewal Information. The client may also renew through MyIMG if he/she has an account set up. Note: these options are not available after your renewal date has passed. GEO Group and GEM products are annually renewable. Renewal notices are sent to the broker and group within 45 days prior to the anniversary date.the group receives a package containing the renewal proposal and a listing of all individuals currently on the plan. Global Medical Insurance is annually renewable. Renewal notices are sent to the insured and broker days prior to the termination date. The insured receives a package containing a cover letter explaining the renewal procedure, a form to renew the optional Term Life and Daily Indemnity plans and the Global Medical Insurance renewal form with premium information. 27

29 [ ] Internet Marketing 28

30 Internet Access Information Web site Address Address Producer Area The Internet has become an important marketing tool for IMG and we want to help make it an excellent marketing tool for you as well. There are several ways we can help you increase your marketing efforts online. Internet Information If you are a new producer with IMG, you need to visit our Web site and get access to our Producer Area. Our Producer Area is filled with online resources to assist you in offering IMG s products (see examples below). Please follow these steps to request access to the IMG Producer Area: Go to At the bottom of the page click the link that says New User Registration. Enter your producer number and primary address in order to receive an with instructions and a link to register for online access to the Producer Area. IMG will approve your request for the Producer Area access. You may then perform online transactions and access an array of online tools. Tools available with Producer Area access: Order Supplies: Order brochures, producer kits or make special requests. Edit My Profile: Change your address and password. List My Current Production: View both online and offline production for the last two years; download spreadsheets in Excel, CSV or text format. Customizable search makes it easy to find the information that need you need fast. List Current Production for All My Sub-Producers: View production for recruited sub-producers; download spreadsheets in Excel, CSV or text format. Sub-Producer Contract List: View all the information for recruited sub-producers. Production totals and contact information. Activate Affiliate Status: By registering your URL, you gain access to the tools that link your Web site to IMG. IMG s Online Agency: Recruit sub-producers online and then allow your sub-producers without a website to perform transactions through your Web site. Generate a Quote: Generate a Proposal or perform a transaction online. Affiliate linking: Link to IMG s SelectaPlan by choosing a banner or text link or by using a descriptive HTML product page from the IMG Affiliate Area Update information: Update the information that appears on your co-branded SelectaPlan and your personalized PDF brochures and applications Customize Application Pages: Build a co-branded store front to match the look and feel of your Web site Personalized PDF brochures, applications and marketing flyers Online supply order form and Forms Library You can enhance your Web site by adding IMG product information in the form of a banner or text link to your cobranded SelectaPlan, or adding a descriptive product page to your Web site. This will allow your clients to apply for coverage quickly online and will provide you with an when a client purchases online. How does it work? Once you have placed an affiliate link on your website, your clients will be able to purchase online through your Web site using our co-branded SelectaPlan system. The client will see your name and logo in the top left corner of the page so it will appear that they are still at your Web site. How do I track my online sales? You will receive an notification of this online application for your own records. These can also be tracked in the Affiliate Area where you will find an option to view Affiliate Reports. In this area, you will be able to view all activity from your affiliate links including your total clicks and total sales. 29

31 What is the IMG Online Agency Allow agents without their own Web sites to transact quoting and purchasing through your General Agency Web site Recruit, service and contract agents throughout the U.S. and around the world via the Internet SelectaPlan The SelectaPlan is the fast and easy way to find the most appropriate international major medical or travel plan online. Clients can simply enter their age, gender, country of citizenship and length of coverage and the IMG SelectaPlan will calculate a range of plans and premiums from which to choose. In most cases, the client will be able to purchase his/her coverage quickly online via IMG s secure server. Commissions: You will receive standard commissions on business processed through the SelectaPlan. Affiliate linking: Link to IMG s SelectaPlan by choosing a banner or text link or by using a descriptive HTML product page from the IMG Affiliate Area. Manage your profile: Update the information that appears on your co-branded SelectaPlan and your personalized PDF brochures and applications. SelectaPlan options: Build a co-branded store front to match the look and feel of your Web site. This Web site is provided by IMG to assist clients with a wide variety of travel information and links. You can link your Web site to Trip Resource to further assist your clients. Tracking: Each producer has a unique URL, Uservar, to use when linking to IMG s secure transaction page. This unique URL identifies traffic from your Web site so you receive the proper credit when a transaction is made. Confirmation of sale: You will receive an everytime a transaction originates from your link. This will summarize the details of each transaction as the purchases are made. Affiliate report: View hits from your SelectaPlan, the number of online transactions, total premiums, the time of your last visitor and the time of the last completed online transaction. View transactions: View all of your online transactions; download spreadsheets in Excel format. 30

32 [ ] Internet Guide 31

33 32 Are You Using the Internet to Market Your Products or Company? Or Is the Internet Using You? This guide is divided into sections and is listed in numerical order of importance. Step 1: Register a Domain Name A Domain Name is also known as your dot com name, your URL, or your Web site address. The first step to establishing a Web presence is to choose a domain name. You should only register your new domain name with a company accredited by the Internet Corporation for Assigned Names and Numbers (ICANN). You can check the availability of names at any of the below accredited registrars. If the domain name you have chosen is unavailable, you will be given a list of similar domain names that are currently available. It s a good marketing practice to register a new domain name similar to your company name or marketing name. There are various extensions that can be used for a domain name, but in our opinion it s best to choose a domain name with the.com extension. Even if you are not ready to create a Web site, we suggest you buy a domain name that is the best match to your company name. By buying your domain name early, you prevent others from using the domain name that you might want to use later, and you can choose to include service when purchasing your new domain name. Many people who are new to the Internet get free services from companies like HotMail, Yahoo, and Google. For personal address they are fine, but if you want to project a professional appearance and look like a stable company we suggest that you get an address that the last half is com, etc., rather it should be a name that reflects your business. So even if you are not going to be putting up a Web site anytime soon, we still recommend that you buy a domain name that is as close as you can get to your business/marketing name and then get service for that domain name. Here are three accredited (ICANN) domain name registrars: $10 a year $10 a year $8 a year Address examples Original address: fscholz@aol.com RobJenson@hotmail.com gi45@comcast.net bigdaddy@gmail.com ronnie1980@yahoo.com josephsuarez@att.net insurancesales@verizon.net Professional address: Fred.Scholz@RichmondInsurance.com Rob.Jenson@RobJensonInsurance.com Sales@GageInsurance.com Cindy.Smithers@TravelInsuranceOnline.com Ron.Patel@GlobalHealth.com Joseph.Suarez@WeInsureYou.com InsuranceSales@TravelNow.com Step 2: Building a Web site/ Hosting There are numerous ways to create and publish a Website; we will only mention the very basic methods of creating and launching a new Web site. To launch a Website you need a domain name, hosting space, an HTML editor, content and some creativity. Turn key (complete) packages include: domain name, turn key Web site, address and some promotion (great for the beginner to refer business to his/her Website but limited to poor Internet marketing capabilities. These four companies specialize in Web sites for insurance agencies Free hosting packages- with most free Web sites you have to advertise for the Web site that granted you the free Web site. This isn t a beneficial arrangement if you plan on establishing a true presence on the Web (start to say you have a Web site and to practice your Internet skills by trying a free site or a blog.) Try or Build by template there are hundreds of companies that will sell you a pre-made HTML Web template. There are many companies that will for a fee take a pre-made HTML template and customize it for you. Here are three companies that will do both: insurance_company.asp

34 Webmaster services: Inexpensive hosting packages: Testing for viewing, load time, browser compatibility: Step 3: Content You have to keep first-time visitors interested in your Web site and you also want them to come back. When developing content for your Web site keep the following in mind: Web pages only have 2-3 seconds to describe themselves, every page should be optimized for search engine placement, key points should be highlighted throughout your copy and navigation should be familiar and constant throughout your Web site. Copy / Content writers: Translation Services: Step 4: Submit Web site at Search Engines, Directories, etc. If your potential customer types in the keyword or phrase that describes your services, you want your Web site to show up within the search listings within the first two to three pages. You ll be more prominent within the search engines if you have an established reciprocal link and banner exchange program prior to submitting your Web site to the engines. Doing so will show link popularity which is a key to receiving a higher listing within the search engines and in most cases, you will be automatically indexed into the search engines from links that were spidered. Learn more about the search engines: Step 5: Put Your URL Everywhere Domain Name The first way to drive traffic to your Web site is to include your new URL (Registered Domain Name) on all pieces of corporate literature, all messaging systems (such as your company s answering message, voice mail), and all employees should be encouraged to add it to their communications. Make sure you have it on business cards, ads, letterhead, , etc. Get in the habit of posting your Web site everywhere you can. Step 6: Marketing marketing is one of the most cost-effective ways for today s agents and brokers to communicate with their current client base and potential clients. When used strategically, permission-based marketing can become your number one customer acquisition and retention tool. You should be collecting addresses at every opportunity. Make it a habit to ask your clients if they have an address and if they would like to receive information about their current coverage via . Always tag your s with your complete contact information and use this as an opportunity to announce your other lines of products. You should also consider a monthly newsletter, holiday wishes, and announce the beginning of a new season and the perils that come with the weather change. Most marketing can be accomplished with a standard service, but for newsletters or general announcements you may need a newsletter service to address your complete client base. Auto Responders An Auto Responder is an automatic response that isgenerated from your system when you receive an message. This gives the appearance of a fully functional service department and will satisfy the immediate needs of the consumer. This is also another great way to promote your complete product line and services. 33

35 A common auto response message example: Thank you for contacting (our agency name). Your request is very important to us and is currently being routed to the proper personnel. We can also be reached during business hours via our toll-free number at Please allow 24 hours for an response when outside of our normal business hours. Our Agency offers a complete line of insurance products that can protect you and your family at home or away on vacation. Need coverage while traveling? Check out our line of travel insurance products at: or ask us for a free brochure. Ask your /web site provider about setting this up. Signature Tag - A signature tag is a short description included in all communications where your online salutation/ signature would appear. Include a one line description of your product or service attached to the bottom of every . All employees should be encouraged to use it. Example: Take a vacation with peace of mind; ask us about our line of Travel Insurance Products. Read this article about marketing. Newsletter Services: Step 7: Paid for Advertising When advertising on the Internet, we suggest promoting your Web site in phases. Phase I: Start locally within your own zip code Phase II: Expand to your largest city Phase III: Includes expanding out to include your complete state or country Launching your online advertising in phases will help you contain cost and give you a chance to experiment while you re learning the ins and outs of listing your Web site within the PPC engines. Pay-Per-Click Programs: Google Adwords - Yahoo Search Marketing (Local) - searchmarketing.yahoo.com/local/index.php MSM AdCenter - Default.aspx Pay-for-Advertising Services Classifieds Check with your local newspaper to see if they offer free or low cost online classified ads - this is a great place to receive a link to your Web site. Also check with your local telephone directory if they offer online listings with your Web address listed. Craigslist - Search Engine for local Ads - Step 8: Link Exchange One of the best ways to increase your Web site traffic and boost your search engine ranking is to exchange links. The best link exchanges are with similar or industry related Web sites. Example: if you offer auto insurance you should link to Web sites about cars, or if you offer life insurance you should link to Web sites providing information about retirement savings. Approach Web sites in your industry and closely-aligned industries to link to your Web site. This will act as a recommendation to your Web site which will increase your position in the search engines. With every new link you exchange, you create a new doorway to your Website. Create a link2us page within your Web site to describe how you would like to exchange links. Example: Link Exchange Services:

36 Step 9: Establish an Online Newsletter Establishing a newsletter can assist you in both online and offline marketing. Set aside time to review newsletters you currently receive or sign up for industry related groups prior to creating your own. Most carriers have a monthly newsletter that are packed full of ideas you can pass along in your newsletter or blog. Check with the carriers you currently work with for information about creating a client newsletter. Most have information that can be re-licensed for you to send to your clients. When you make it a habit to create a monthly message, you make it a habit to keep your marketing efforts fresh and your clients well-informed. You should first create a location (directory) within your Web site to create a newsletter, house all graphics online within your Web site and create a template for your newsletter. Your template should look similar to your Web site design. This will save time and familiarize your consumers with your online brand. When creating an online newsletter you will need to create two versions: HTML with graphics Basic text, no graphics or formatting Dimensions: width 600px max. Height 1500px max. Content Package content that is valuable and distribute it on a periodic basis. This information can simply be a recreation of announcements from the carriers you work with or sales and marketing flyers revamped into a newsworthy announcement. You can build trust and spread the word. This is also a good way to gather addresses for your marketing purposes. Announce everywhere possible. Newsletter Services: Step 10: Establish an Affiliate Program or Add More Products to Your Portfolio. Add Accessories. We also made it possible for you to add a tracking variable (of your choosing) to the end of your SelectaPlan link. This will allow tracking of advertising or referral programs. To track a third party using the IMG SelectaPlan, simply add uservar= to the end of your SelectaPlan link and now you are ready to add your tracking characters after the = sign. Example: I put a link on my friend Sam s Web site and I would like to know if sales come through Sam s Web site. hhtp:// cfm?imgac=319679&uservar=sam. By adding the word Sam after the equals sign, this will allow the variable Sam to show within production reports and commission statements for any sale that was directed through the above link. Create and market your own Affiliate Program: commission junction Step 11: Establish and Lead an Online Forum / Community / Blog If you can find the time, you should monitor and participate in industry related blogs, user groups, mailing lists and discussion forums. When posting messages or responses always include your signature tag. Lead an online forum/blog or run an online community. It is a great way to establish an audience and build credibility. You can create a bulletin board or a blog in less than ten minutes. Find/Create Blogs: Google: WordPress: Find/Create User Groups: groups.google.com IMG makes recruiting easy with a complete set of online tools to help you succeed. Login to the Producer Area and choose IMG s Online Agency link to recruit subproducers online, and then allow your sub-producers without a Web site perform transactions through your Web site. 35

37 Step 12: Publish Articles and/or get mentioned in News Write and publish articles. Include your URL in your bio. Write a short story about the importance of your services and submit a press release, or try contacting news people who write about your area of expertise and submit your comments directly to them. Submit your press releases at: Step 15: Apply for and Win Awards If you have a Web site worth talking about, apply for, win and post your awards. Check out: Step 13: Run Contests, Giveaways and Conduct Surveys Another great way to traffic to your Web site is to give something away, even if itis just tips or free advice or a value-added coupon from another company. If you can find the time, contests can generate needed traffic to your Web site. Here are coupon companies that could help: Check out Google for Auction Tools or auction portal sites: Conduct Surveys Check out Yahoo s list, the University of North Carolina s list or try: Step 14: Participate in a Charitable Web site As an example, go to the Hunger Site at the UN, click a button and somewhere in the world a hungry person gets a meal to eat at no cost to you. TheHungerSite.com (paid by the sponsors) 36

38 Online Annual $500 Suggestions Register a domain name. Often we are asked which kind of domain name is the best:.com,.net,.org,.me,.info etc. These.com and.net are acceptable kinds and will not damage your ability to market your Web site; however, you should try to buy the.com version if it is available..com is the most well known and remembered. Buy a year hosting plan. With a $500 budget you can buy a year s hosting plan from a Web hosting company like GoDaddy. With a $500 budget your Web site will be simple and straight forward. Assume that you might make a few Web pages covering topics like: Home Page, International Travel Medical Insurance, About US, Our Carriers, Contact and Map. If you chose GoDaddy as your Web hosting company, you will be able to buy their Economy Plan or Deluxe Plan in either Linux or MS Windows. Expense $10/each $100 IMG will not charge to create a custom Detail Content Page for you. If you use one of the Web hosting companies that make it easy for us to edit your site, we may be willing to upload your custom detail content page for you. Free ing: Set up a signature to be used automatically when writing and responding to a message. Here is a sample signature line. Ken Edwards Ken.Edwards@NewDayInsurance.com We cover all your insurance needs. Did you know we sell Global Health Insurance - for when you travel outside the country? Also set up an auto-response that will be sent automatically in reply to all incoming mails. This should say something describing how you will get back with them and how to reach you in an emergency. Here is a sample message to put in your auto response: Free Thank you for your . We will contact you shortly. However, please call us if you need immediate assistance at We appreciate our customers. Thank you for your business. Use local online ads. The local ads are where the bulk of your budget will be spent by placing ads that are targeted toward the international traveler. Most online phone books provide local online advertising. $370 TOTAL $500 37

39 Online Annual $1,500 Suggestions Register a domain name. Often we are asked which kind of domain name is the best:.com,.net,.org,.me,.info etc. These.com and.net are acceptable kinds and will not damage your ability to market your Web site; however, you should try to buy the.com version if it is available..com is the most well known and remembered. Buy a year hosting plan. With a $1,500 budget you can buy a year s hosting plan from a Web hosting company like GoDaddy. Assume that you might make a few Web pages covering topics like: Home Page, International Travel Medical Insurance, About US, Our Carriers, Contact and Map. If you chose GoDaddy as your Web hosting company, you will be able to buy their Economy Plan or Deluxe Plan in either Linux or MS Windows. Expense $10/each $120 With a $1,500 budget your Web site will be from a good professional template or a custom design. You can spend up to $500 on the Web design. $500 IMG will not charge to create a custom Detail Content Page for you. If you use one of the Web hosting companies that make it easy for us to edit your site, we may be willing to upload your custom detail content page for you. Free ing: Set up a signature to be used automatically when writing and responding to a message. Here is a sample signature line. Ken Edwards Ken.Edwards@NewDayInsurance.com We cover all your insurance needs. Did you know we sell Global Health Insurance - for when you travel outside the country? Also set up an auto-response that will be sent automatically in reply to all incoming mails. This should say something describing how you will get back with them and how to reach you in an emergency. Here is a sample message to put in your auto response: Free Thank you for your . We will contact you shortly. However, please call us if you need immediate assistance at We appreciate our customers. Thank you for your business. Use local online ads. The local ads are where the bulk of your budget will be spent by placing ads that are targeted toward the international traveler. Most online phone books provide local online advertising. We suggest you spend most of this money with Google AdWords. Be sure to sign up for and attend one of IMG s free Internet marketing Webinars. $870 TOTAL $1,500 38

40 Online Annual $2,500 Suggestions Register a domain name. Often we are asked which kind of domain name is the best:.com,.net,.org,.me,.info etc. These.com and.net are acceptable kinds and will not damage your ability to market your Web site; however, you should try to buy the.com version if it is available..com is the most well known and remembered. With a $2,500 budget we suggest that you also buy the.net name. This way you will prevent any other company or person buying it, which can cause confusion with your customers. Have the.net domain pointed to your.com domain. Buy a year hosting plan. With a $2,500 budget you can buy a year s hosting plan from a Web hosting company like GoDaddy. Assume that you might make a few Web page covering topics like: Home Page, International Travel Medical Insurance, About Us, Our Carriers, Contact and Map. If you chose GoDaddy as your Web hosting company, you will be able to buy their Deluxe Plan in either Linux or MS Windows. Expense $20 for 2 $200 With a $2,500 budget your Web site will be from a good professional template or a custom design. You can spend up to $750 on the web design. IMG will not charge to create a custom detail content page for you. If you use one of the Web hosting companies that make it easy for us to edit your site, we may be willing to upload your custom detail content page for you. $750 Free ing: Set up a signature to be used automatically when writing and responding to a message. Here is a sample signature line. Ken Edwards Ken.Edwards@NewDayInsurance.com We cover all your insurance needs. Did you know we sell Global Health Insurance - for when you travel outside the country? Also set up an auto-response that will be sent automatically in reply to all incoming mails. This should say something describing how you will get back with them and how to reach you in an emergency. Here is a sample message to put in your auto response: Free Thank you for your . We will contact you shortly. However, please call us if you need immediate assistance at We appreciate our customers. Thank you for your business. Use local online ads. The local ads are where the bulk of your budget will be spent by placing ads that are targeted toward the international traveler. Most online phone books provide local online advertising. We suggest you spend most of this money with Google AdWords. Be sure to sign up for and attend one of IMG s free Internet marketing Webinars. $1,530 TOTAL $2,500 39

41 Online Annual $5,000 Suggestions Register a domain name. Often we are asked which kind of domain name is the best:.com,.net,.org,.me,.info etc. These.com and.net are acceptable kinds and will not damage your ability to market your Web site; however, you should try to buy the.com version if it is available..com is the most well known and remembered. With a $5,000 budget we suggest that you also buy the.net name. This way you will prevent any other company or person buying it, which can cause confusion with your customers. Have the.net domain pointed to you r.com domain. Buy a year hosting plan. With a $5,000 budget you can buy a year s hosting plan from a Web hosting company like GoDaddy. Assume that you might make a few Web pages covering topics like: Home Page, International Travel Medical Insurance, About Us, Our Carriers, Contact, Map and Blog. If you chose GoDaddy as your Web hosting company you will be able to buy their Deluxe Plan in either Linux or MS Windows. Make sure to have the hosting company add a Blog to your site. Expense $20 for 2 $200 With a $5,000 budget your Web site will be from a good professional template or a custom design. You can spend up to $1,000 on the Web design. $1,000 Write your own Blog entries and hire a content writer to add at least one entry a month. $500 IMG will not charge to create a custom detail content page for you. If you use one of the Web hosting companies that make it easy for us to edit your site, we may be willing to upload your custom detail content page for you. Free ing: Set up a signature to be used automatically when writing and responding to a message. Here is a sample signature line. Ken Edwards Ken.Edwards@NewDayInsurance.com We cover all your insurance needs. Did you know we sell Global Health Insurance - for when you travel outside the country? Also set up an auto-response that will be sent automatically in reply to all incoming mails. This should say something describing how you will get back with them and how to reach you in an emergency. Here is a sample message to put in your auto response: Free Thank you for your . We will contact you shortly. However, please call us if you need immediate assistance at We appreciate our customers. Thank you for your business. Write and issue two press releases about your company selling insurance for those traveling internationally. Use local online ads. The local ads are where the bulk of your budget will be spent by placing ads that are targeted toward the international traveler. Most online phone books provide local online advertising. We suggest you spend most of this money with Google AdWords. Be sure to sign up for and attend one of IMG s free Internet marketing Webinars. $200 for 2 $3, TOTAL $5,000

42 Online Annual $10,000 Suggestions Register a domain name. Often we are asked which kind of domain name is the best:.com,.net,.org,.me,.info etc. These.com and.net are acceptable kinds and will not damage your ability to market your Web site; however, you should try to buy the.com version if it is available..com is the most well known and remembered. With a $10,000 budget we suggest that you also buy the.net name. This way you will prevent any other company or person buying it, which can cause confusion with your customers. Have the.net domain pointed to your.com domain. Buy a year hosting plan. With a $10,000 budget you can buy a year s hosting plan from a Web hosting company like GoDaddy. Assume that you might make a few Web page covering topics like: Home Page, International Travel Medical Insurance, About Us, Our Carriers, Contact, Map and Blog. If you chose GoDaddy as your Web hosting company, you will be able to buy their Deluxe Plan in either Linux or MS Windows. Make sure to have the hosting company add a Blog to your site. Expense $20 for 2 $200 With a $10,000 budget your Web site will be from a good professional template or a custom design. You can spend up to $2,000 on the Web design. $2,000 Write your own Blog entries and hire a content writer to add at least one entry a month. $1,000 IMG will not charge to create a custom detail content page for you. If you use one of the Web hosting companies that make it easy for us to edit your site, we may be willing to upload your custom detail content page for you. ing: Set up a signature to be used automatically when writing and responding to a message. Here is a sample signature line. Ken Edwards Ken.Edwards@NewDayInsurance.com We cover all your insurance needs. Did you know we sell Global Health Insurance - for when you travel outside the country? Also set up an auto-response that will be sent automatically in reply to all incoming mails. This should say something describing how you will get back with them and how to reach you in an emergency. Here is a sample message to put in your auto response: Thank you for your . We will contact you shortly. However, please call us if you need immediate assistance at We appreciate our customers. Thank you for your business. Write and issue two press releases about your company selling insurance for those traveling internationally. Have a custom newsletter set up for you. It should have a link on your Web site so that customers can sign up and remove themselves from your list. Write your own content for the newsletter and publish one newsletter each month. This is a good place to talk about all the products that you sell. Use local online ads. The local ads are where the bulk of your budget will be spent by placing ads that are targeted toward the international traveler. Most online phone books provide local online advertising. We suggest you spend most of this money with Google AdWords. Be sure to sign up for and attend one of IMG s free Internet marketing Webinars. Free Free $200 for 2 $300 $6,280 TOTAL $10,000 41

43 [ ] Sample Marketing Pieces 42

44 Producer Recruiting Flyers Available in English & Spanish 43

45 44 Client Recruiting Flyers Available in English & Spanish

46 Direct Mail 45

47 46 Advertisements

48 47

49 48 Rotating Web Banners

50 [ ] Client Services 49

51 MyIMG Service at your fingertips anytime, anywhere - that s what MyIMG provides. MyIMG is our proprietary online service that allows your clients to access information and manage accounts, 24 hours a day, seven days a week, from anywhere in the world. Our service centers in the U.S. and Europe are always available to help or handle emergencies 24 hours a day, but through MyIMG your clients have immediate access to a wealth of information about their accounts and can manage routine areas to help save time when it may be needed most. Some features include: Immediate claim status check Locate a provider Get explanation of benefits Request ID cards Obtain certificate documents Initiate precertification Recommend provider/facility Locating a Provider Whenever or wherever your clients travel within the U.S., it s comforting to know that the extensive Preferred Provider Organization (PPO) Network is there to serve them. The independent PPO includes hundreds of thousands of established, highly qualified physicians and hospitals, including some of the most well-recognized university medical centers and transplant facilities in the U.S. Of course, your clients have the freedom to choose any physician or health care facility they wish. However, choosing a provider in the PPO network can significantly reduce their outof pocket costs. Additionally, if they are seeking treatment outside the U.S., we provide them access to our International Provider Access (IPA), a database that includes more than 17,000 highly qualified physicians and facilities that encompass a comprehensive array of specialties to handle any health care emergency. Your clients can instantly access a list of providers and facilities within the PPO and IPA network online at The directories allow them to search by physician or facility name, specialty, or location. Our goal is to provide quality medical coverage wherever your clients may be. The PPO and our IPA enable us to do just that, and our online directories put the information at their fingertips - anytime, anywhere. Akeso Care Management (ACM ) The ability to access quality health care is of paramount importance when a medical emergency arises abroad. To coordinate care and provide U.S. and internationally based medical management services, IMG formed ACM, an on-site specialized division devoted entirely to medical management. The clinical staff consists of qualified physicians and registered nurses who are experts at assessing the need for services and ensuring those services are delivered in a timely, cost-effective manner. ACM has international medical experience, providing services in more than 170 countries worldwide. ACM is accredited by URAC, an independent, nonprofit organization that is internationally recognized for promoting continuous improvement in the quality and efficiency of health care management. Through a rigorous and comprehensive review that ensures ongoing compliance, ACM earned its URAC accreditation in Health Utilization Management. From routine medical care to complex case management, from check-ups to emergency medical evacuations, ACM is there for your clients. They are committed to consumer protection and empowerment, quality operations and regulatory compliance. This translates into better care for your clients - around the world, around the clock. Medical Concierge Our Medical Concierge program is designed to provide your clients critical information on provider ratings, treatment outcome and cost of care prior to receiving medical treatment. Your clients personal Medical Concierge will review their specific non-emergency medical condition and provide them with complete information on provider ratings, past outcomes and general costs - all in the area where they are planning treatment. IMG s Medical Concierge helps your clients make informed decisions when seeking medical care within the U.S. Also, they can receive a reduction in their deductible for using this unique medical service. This level of individualized service is unmatched in the international arena. Please note due to the high level of data required for this service, Medical Concierge service is restricted to U.S. facilities. 50

52 [ ] Claims 51

53 Claims Guide The insured is provided with claim information after approval for one of IMG s products. The material the insured receives includes an ID card with important phone numbers, a pamphlet about Precertification and an example of a Claim Form. Despite this information, your client may ask you for help at the time of a claim. The following section has been designed to give you important claims information so you can assist your clients at the time of application, during a follow-up call or when they notify you of a pending claim. Not only does this make you valuable to your clients, it helps smooth the claim process for all parties. The Claims Section Is Outlined As Follows: Precertification Precertification Review Continued Stay Review Medical Evacuations Important Information How and Why a Claim Is Investigated Frequently Asked Questions How Do I File a Claim Completed Claim Form Important Claims Information Precertification Precertification is completed by Akeso Care Management (ACM). Visit ACM s Web site for more information about services offered. When should I call IMG? Precertification requirements vary by plan, but generally include: Physician recommended surgery or treatment requiring hospitalization (including delivery) Any outpatient surgery or procedure Within 48 hours after an emergency admission to the hospital Care in an extended care facility Home nursing care/home infusion therapy Durable medical equipment and artificial limbs Evacuation requests Who can call IMG to Precertify? The insured, a doctor, a hospital administrator or a relative may call IMG to Precertify; however, it is the insured s responsibility to assure treatment is Precertified. What information will be needed when calling to Precertify? IMG will ask for the following: Patient s name Patient s ID number Patient s insurance certificate number Patient s date of birth Attending physician s name, phone and fax numbers Hospital name, phone and fax numbers Nature of the medical condition and proposed treatment Clinical information What happens after IMG has been contacted for Precertification? After receiving the insured s hospitalization or surgical request and all requested information, IMG reviews the information and recommends certification of hospital stay based on medical necessity. IMG does not determine medical treatment for the insured. The insured and his/her physician make decisions regarding medical treatment. Note: To expedite and simplify the Precertification process for non-urgent care, please visit MyIMG or the Client Resources section of our Web site, to begin the Precertification process. Simply look for the Precertification option. You will be asked to provide information, which can then be submitted electronically to IMG. Once we have confirmed receipt of your request, our utilization management and review team will review the information provided and respond to the insured person orthe provider within 2 business days. Please note that this online service will only initiate the Precertification process, and it should not be used to Precertify emergency admissions, procedures, or evacuations. Precertification Review How is the insured s medical procedure or treatment reviewed? IMG s Precertification Program reviews the medical necessity and, for in-patient admissions, the anticipated length of stay using national standards and guidelines. Each case is reviewed separately. Most of the certification requests IMG receives are handled on the first review by the case manager. 52

54 What happens to cases that do not meet national guidelines? A small percentage of certification requests do not meet national guideline standards. These cases will be referred to IMG s Medical Director for further review. Notification of the outcome will be sent via telephone, fax or letter to the insured and physician (or hospital) after the review is complete. Continued Stay Review When is continued stay review necessary? Continued stay review is performed for all insureds who remain in the hospital beyond what IMG had originally certified. Continued stay reviews are initiated by IMG or the hospital. This will occur on the day the insured is scheduled to be discharged from the hospital. IMG contacts the physician or hospital to determine whether discharge is planned as scheduled, or additional day(s) and continued stay review will be necessary. The continued stay review continues until the insured has been discharged. Please note, Continued Stay Review follows the same procedures as Precertification Review. Medical Evacuations What qualifies as a medical evacuation? The definition may vary somewhat by plan, but generally must be an immediate threat to life or limb. The treating physician must concur the medical evacuation is warranted. What is the process for medical evacuation reviews? Like Precertification, these are reviewed on a case by case basis, but evacuation requests always take first priority due to their serious nature. Typically, evacuations are to the nearest appropriate medical facility. How and Why a Claim is Investigated Why is a claim investigated prior to payment consideration? To determine if the claim is eligible under the policy. To determine if the condition is pre-existing. To determine if the provider of services is eligible. To determine if the treatment is medically necessary. How is a claim investigated prior to payment consideration? IMG will request a Claim Form be completed and submitted for each condition. All questions on the Claim Form must be completed. If not, IMG will return the Claim Form to the insured for completion. When it is determined that a pre-existing condition investigation is in order, IMG will request medical records from: The treating physician The hospital(s) The referring physician(s) The family physician Any other physicians who treated the insured As medical records are received, they will be reviewed by a Claims Examiner for: History and physical from doctor Completeness of information Sources not contacted Referring physicians Symptoms of conditions Test results Operative report history and findings Contradictory information from a provider Important Information to Know IMG is available at the following times: Emergencies: 24 Hours a day, 7 days a week Non-emergency Precertification and general questions: 7:00 a.m. to 6:00 p.m. EST The Web site may be used for non-urgent Precertification requests. Failure to Precertify may result in a reduction of benefits and additional penalties. 53

55 In the event no medical data is available prior to the insured s effective date, the case will be referred to IMG s Medical Director. A decision on the claim will be made using known medical criteria for the insured s condition(s). Examples of Claim Payments An Insured has a $500 deductible on a Global Medical Insurance plan. Insured visits a PPO (in-network) doctor, and is charged $350. The insured then visits a non-ppo doctor (out-ofnetwork) and is charged $600. PPO/In-Network Charges: Because the deductible is reduced by 50% In-Network, and coinsurance is waived, the charge of $250 satisfies the deductible and the remaining $100 is paid at 100%. Non-PPO/Out-of-Network Charges: Because the insured is out-of-network, the full $500 deductible must be satisfied and coinsurance must be paid. Therefore, $250 of the $600 charge goes toward satisfying the deductible and the remaining $350 will be paid at 80%. All claims submitted must be original itemized billings. Remember to keep copies for your records. IMG will not accept photocopies, balance billings or receipts for payments. All bills must be fully itemized with the patient s name, diagnosis, treatment, date of service, and amount charged. Your providers may be requested to submit medical records for services rendered. Be sure that all names and addresses are legible. Submit your completed information and original itemized claims to: International Medical Group, Inc. Claims Department P.O. Box Indianapolis, Indiana If you need to talk with us about a claim, call or and ask for your claim s customer service representative, or write to us at the above address or our address at insurance@imglobal.com. 54 An Insured has a $500 deductible on a Global Medical Insurance plan. The insured visits a non- PPO (out-of-network) doctor, and is charged $350. The insured then visits a PPO (in-network) doctor and is charged $600. Non-PPO/Out-of-Network Charges: Because the insured is out-of-network, the full $500 deductible must be satisfied and coinsurance must be paid. Therefore, the entire $350 charge is applied to the deductible. The insured still requires an additional $150 to satisfy the deductible in full. PPO/In-Network Charges: Because the deductible is reduced by 50% in-network, and coinsurance is waived, the insured need not finish satisfying the $500 deductible. $350 has already been applied to the $500 deductible - which satisfies the $250 deductible required In-Network. These charges are covered at 100%. How Do I File a Claim In Order To File A Claim You Must Follow These Steps: All claims must be submitted and received by IMG within 90 days of the date of service. Each new illness or accident must have a completed Claim Form submitted. This form must be fully completed. All questions must be answered in detail.

56 [ ] Frequently Asked Questions 55

57 Insureds and producers frequently ask the following questions. If there is a question you have and it does not appear here, please contact the Claims Customer Service Department at IMG. I need to go to the doctor, what should I do? Present your IMG Insurance ID card to the doctor s office when you first visit. The doctor s office should contact IMG to verify benefits. Are charges covered for a routine physical? Yes, with many of IMG s long-term plans (group and individual), wellness is offered as a standard benefit. This benefit would provide for routine physicals and doctor visits. (See Certificate Wording for more detail.) I received bills from the hospital, should I pay? Submit your original bills to IMG with a completed Claim Form. Assuming you have met your deductible and the medical expenses are eligible, IMG will pay directly to the hospital. Some hospitals insist I pay the bill at the time of service. How do I get reimbursed? Attach your original paid receipts and itemized bill with a completed Claim Form. IMG will reimburse you assuming the deductible and coinsurance have been met and the medical expenses are eligible. What if I receive a bill for less than my deductible and I have not met my deductible yet? Pay the bill. Then forward the original bill to IMG with a Claim Form. Do not hold the bill(s) until your deductible is met. When the amount of your bills meet or exceed your deductible, IMG will credit the eligible charges toward your deductible. How long do I have to submit a claim to IMG? 90 days from the date of service. Do I have to follow a list of doctors or may I go to any doctor? IMG does not use a mandatory list of doctors. You may seek treatment with the hospital or doctor of your choice. In the U.S. you may use the Preferred Provider Organization (PPO). Outside the U.S. you may use the International Provider Access (IPA). However, we are happy to refer you to a healthcare provider should you need one. How often do I need to complete a Claim Form? Submit one Claim Form for each medical condition or accident you are claiming. What is a Preferred Provider Organization (PPO)? A Preferred Provider Organization is a group of doctors, facilities and hospitals that have agreed to take a percentage discount for services rendered. How does the PPO work? The insured selects a provider or facility within the independent Preferred Provider Network. That provider or facility within the network then renders services at a discounted rate. How do I access the Preferred Provider Organization (First Health)? In order to access the PPO, you may follow a link from This link will allow you to obtain information on those facilities within the network. How do I access the International Provider Access Database (IPA)? In order to access the IPA you may follow a link from Once in the appropriate area of the Web site, you will be required to enter acurrent certificate number and date of birth. Access to the IPA will provide you information on those health care providers outside of the United States. 56

58 International Medical Group 2960 North Meridian Street Indianapolis, IN Marketing Questions: Phone: (within the U.S.) or (outside the U.S.) All Other Inquiries: Phone: (within the U.S.) or (outside the U.S.)