Call Us Free: 1800.577.770

Emergency Assistance & Evacuation Information



In an Emergency situation, please call to our Hotline 24 hours/7 days a week:

(+84 28) 3821 6699

As part of the enrollment with your insurance coverage, an Insured Person has access to emergency medical services:

To access the assistance program, simply call the numbers of the Operation Center listed on the Insurance Coverage Card. The Company is responsible for the cost of all assistance services on the provision that the services are provided and or arranged by Pacific Cross Vietnam (hereinafter called “PCV”). Pacific Cross Vietnam will answer calls 24/7/365 and, based on the need, will provide the services and consultations needed, either directly or through an International Emergency Services Assistance Company.  Pacific Cross Vietnam uses an international professional Emergency Assistance Services company to ensure the services rendered are of the highest international level of professionalism and quality, to ensure the expertise is medically sound and verifiable. The services can be given in any language anywhere in the world.

SCOPE OF SERVICES

MEDICAL ASSISTANCE

(i)   Telephone Medical Advice

PCV will arrange for the provision of medical advice to the Insured Person over the telephone.

(ii)  Medical Service Provider Referral

PCV shall provide to the Insured Person, upon request, with the name, address, telephone number and, if available, office hours of physicians, hospitals, clinics, dentists and dental clinics (collectively “Medical Service Providers”). PCV shall not be responsible for providing medical diagnosis or treatment.

Although PCV shall make such referrals, it cannot guarantee the quality of the Medical Service Providers and the final selection of a Medical Service Provider shall be the decision of the Insured Person. PCV, however, will exercise care and diligence in selecting the Medical Service Providers.

(iii)  Arrangement of Hospital Admission

If the medical condition of the Insured Person is of such gravity as to require hospitalization, PCV will assist such Insured Person in the hospital admission.

(iv)  Monitoring of Medical Condition During and After Hospitalization

PCV will monitor the Insured Person’s medical condition during and after hospitalization, subject to any and all obligations in respect of confidentiality and relevant authorization.

(v)   Delivery of Essential Medicine

PCV will arrange to deliver to the Insured Person essential medicine, drugs and medical supplies that are necessary for an Insured Person’s care and/ or treatment but which are not available at the Insured Person’s location. The delivery of such medicine, drugs and medical supplies will be subject to the laws and regulations applicable locally. The Insured Person is responsible for any delivery costs incurred.

(vi)  Guarantee of Medical Expenses Incurred during Hospitalization

PCV can assist the Insured Person by guaranteeing on behalf of the Insured Person medical expenses incurred during an Insured Person’s hospitalization when the hospital expenses exceed US$2,500.

(vii) Arrangement of Emergency Medical Evacuation (covers actual cost)

PCV will arrange for the provision of air and/or surface transportation, medical care during transportation, communications and all usual ancillary services required to move the Insured Person to the nearest hospital where appropriate medical care is available.

PCV will arrange for the provision of appropriate communication and linguistic capabilities, mobile medical equipment and medical escort crew.

(viii) Arrangement of Medical Repatriation

PCV will arrange for the return of the Insured Person to the Country of Residence following the Insured Person’s Emergency Medical Evacuation and subsequent hospitalization outside Country of Residence.

PCV will arrange for the provision of appropriate communication and linguistic capabilities, mobile medical equipment and medical escort crew.

(ix)  Arrangement of Transportation of Mortal Remains

Based on the specific plan you have the schedule of benefits will outline the mortal remains provision. For those plans that have this mortal remains benefit, PCV will arrange for the transportation of the Insured Person’s mortal remains to the airport of the Country of Origin or Country of Choice.<

(x)   Arrangement of Compassionate Visit (covers one economy class return airfare)

PCV will arrange for one economy class return airfare for a relative or a friend of the Insured Person wishing to join the Insured Person who, when traveling alone, is hospitalized outside the Country of Residence for more than five (5) days.

(xi)  Arrangement of Return of Minor Children (covers one-way economy class airfare)

PCV will arrange for one-way economy class airfares for the return of minor children below 16 years old to the Country of Residence if they are left unattended as a result of the accompanying Insured Person’s hospitalization or Emergency Medical Evacuation. Escort will be provided, when necessary.

(xii) Arrangement of Accommodation (covers US$150 per day up to maximum of 5 days)

PCV will arrange for the hotel accommodation of the Insured Person related to an incident requiring Emergency Medical Evacuation, Emergency Medical Repatriation or hospitalization before the Insured Person is fit to fly.

In case an Insured Person is traveling 150km away from Place of Residence for no more than 90 consecutive days; and traveling not for the purposes of obtaining or seeking any medical or surgical treatment, the Insured Person has access to emergency travel assistance services:

TRAVEL ASSISTANCE

(i)   Inoculation and Visa Requirement Information

PCV shall provide information concerning visa and inoculation requirements for foreign countries, as those requirements are specified from time to time in the most current edition of World Health Organization Publication “Vacation Certificates Requirements and Health Advice for International Travel” (for inoculations) and the “ABC Guide to International Travel Information” (for visas). This information will be provided to the Insured Person at any time, whether or not the Insured Person is traveling or an emergency has occurred. PCV shall inform the Insured Person requesting such information that PCV is simply communicating the requirements set forth in a document and PCV shall name the document.

(ii)  Interpreter Referral

PCV will provide the names, telephone numbers and, if possible and requested, hours of opening of interpreters’ office in foreign countries.

Although PCV shall make such referrals, it cannot guarantee the quality of the service provider and the final selection of a service provider shall be the decision of the Insured Person. PCV, however, will exercise care and diligence in selecting the service providers.

(iii) Delay/Lost Luggage Assistance

PCV will assist the Insured Person who has lost his/her luggage while traveling outside the Country of Residence by referring the Insured Person to the appropriate authorities involved.

(iv) Lost Travel Document Assistance

PCV will assist the Insured Person who has lost his/her passport while traveling outside the Country of Residence by referring the Insured Person to the appropriate authorities involved.

(v)  Legal Referral

PCV will provide the Insured Person with the name, address, telephone numbers, if requested by the Insured Person and if available, office hours for referred lawyers and legal practitioners. PCV will not give any legal advice to the Insured Person.

Although PCV shall make such referrals, it cannot guarantee the quality of the service provider and the final selection of a service provider shall be the decision of the Insured Person. PCV, however, will exercise care and diligence in selecting the service providers.

(vi) Embassy Referral

PCV shall provide the address, telephone number and hours of opening of the nearest appropriate consulate and embassy worldwide.

In the event of strikes, war, terrorist activities or other social unrest, adverse weather conditions, geological upheavals, the Company and PCV will try to assist but no obligation is assumed under the policy terms and conditions.

Please refer to the Policy Document for details of exclusion.

//