What is Travel Rescuer?
When can policyholders use Travel Rescuer?
How does someone access MEDEX services?
How does a policyholder obtain duplicate ID cards?
What policyholder information is given to MEDEX?
How will MEDEX confirm if a caller is an eligible policyholder?
Is using Travel Rescuer counted as a claim on my SECURA policy? If so would this claim go against my policy?
How does MEDEX help locate appropriate medical care?
Does MEDEX require policyholders to use specific hospitals, doctors, or clinics?
How does MEDEX facilitate hospital admissions?
What if the local facilities are not capable of providing treatment?
What happens in the event of a hospitalization?
What is involved in an evacuation?
What are the types of medical evacuations?
What is a typical cost to evacuate an individual?
What if a policyholder has a non-medical problem?
What happens if illness or injury occurs on a cruise ship?
What if there is a political situation and a policyholder needs evacuation or security services?
Is there a part of the world where MEDEX service is excluded?
How many cases does MEDEX handle a year?
Can Travel Rescuer be endorsed to a basic MILE-STONE policy?
Is Travel Rescuer available in all states?
When and how were policyholders informed of the Travel Rescuer MILE-STONE Gold benefit?
What is Travel Rescuer?
Travel Rescuer is a value-added service, exclusive to MILE-STONE Gold policyholders. It provides emergency and non-emergency travel, medical, and security assistance to policyholders traveling 100 or more miles from home. Travel Rescuer does not include health or medical insurance, and is not available to policyholders who reside in Illinois.
When can policyholders use Travel Rescuer?
The service is available 24 hours a day, every day of the year, through MEDEX, our partner company. MEDEX will assist with any travel, medical, or security situation, regardless of severity.
How does someone access MEDEX services?
Simply call a toll-free number to access the worldwide MEDEX network. If a toll-free number is not available for a particular country, you may call MEDEX collect. The telephone access numbers are printed on the ID cards you received in your Travel Rescuer brochure.
How does a policyholder obtain duplicate ID cards?
Your independent agent can provide you with additional ID cards.
What policyholder information is given to MEDEX?
SECURA will not provide any policyholder information to MEDEX. When you call for assistance, identify yourself as a SECURA MILE-STONE Gold policyholder via your group number.
How will MEDEX confirm if a caller is an eligible policyholder?
If a medical evacuation is involved or additional costs will be incurred, MEDEX will contact SECURA directly to verify eligibility.
Is using Travel Rescuer counted as a claim on my SECURA policy? If so would this claim go against my policy?
No. Whether you call for travel advice, a medical referral, emergency evacuation, or any MEDEX service, no claim is recorded by SECURA.
How does MEDEX help locate appropriate medical care?
MEDEX has a proprietary network of more than 59,000 providers worldwide. The network includes hospitals, clinics, physicians, air ambulances, house-call physicians, medical escorts, security specialists, and other providers uniquely geared to the travel insurance industry. MEDEX has rigorous credentialing and recredentialing standards. Referrals are based on the medical specialty needed, location, language, availability, training, etc.
Does MEDEX require policyholders to use specific hospitals, doctors, or clinics?
In order to reap the full benefit of services, MEDEX strongly recommends you contact them before entering a hospital so they can refer you to the best provider in the area. If you go to other providers, MEDEX cannot be certain of the level of treatment. However, MEDEX will provide the same assistance services regardless of where you are treated.
How does MEDEX facilitate hospital admissions?
MEDEX will coordinate all billing and insurance verifications, including settling any guarantees of payment.
What if the local facilities are not capable of providing treatment?
In evaluating the local facilities, MEDEX considers such factors as the quality of the blood supply, availability of medical technology and specialties, use of sterile equipment, and the patient's medical requirements. If facilities are inadequate, as determined by a MEDEX Physician Advisor, MEDEX will coordinate an evacuation, any medical needs you may require en route, and the evacuation plan details. MEDEX will consult with all parties involved and fully manage the evacuation.
What happens in the event of a hospitalization?
It is important to notify MEDEX as soon as possible. Experts will monitor your care and work through the complex details of hospitalization. MEDEX will speak immediately with the treating doctor to assess your condition, treatment plan, and whether or not an evacuation is necessary. MEDEX will update your family, employer, and personal physician as appropriate. In addition, MEDEX will coordinate all insurance verifications and admission details.
What is involved in an evacuation?
Each case is unique, but generally an evacuation involves:
- Evaluating transport requirements (such as oxygen requirements, doctors necessary, any special equipment, altitude specifications, etc.)
- Administering discharge
- Admitting into a new facility
- Identifying qualified escorts and ambulances
- Coordinating ground transportation on both ends of the evacuation
- Securing immigration and flight clearances
- Assisting with family travel arrangements
What are the types of medical evacuations?
MEDEX determines the evacuation method based on your medical condition and location, and may be a:
- Commercial airline transfer (for less severe medical problems)
- Commercial airline transfer with medical or non-medical escort
- Stretcher commercial airline transfer (several seats are removed for the stretcher)
- Air or ground ambulance transfer
What is a typical cost to evacuate an individual?
Evacuation costs vary depending on the location and severity of the problem. Typically, a medical evacuation costs from $10,000 to $75,000 or more.
What if a policyholder has a non-medical problem?
You may call the MEDEX Emergency Response Center for help. MEDEX will assist with lost or stolen travel documents, legal referrals, translation services, emergency transfer of funds, and a host of other non-medical problems.
What happens if illness or injury occurs on a cruise ship?
If you’re on a cruise ship and need to be evacuated, generally the captain will sail to the nearest port and MEDEX will coordinate any medical care/evacuations from that port as necessary. If the cruise ship cannot sail to the nearest port and an airlift is necessary, the evacuation is usually coordinated through the ship’s captain. In this case, MEDEX would pay for the cost of the evacuation from the ship even though MEDEX is not making the transportation arrangements.
What if there is a political situation and a policyholder needs evacuation or security services?
If you need to be evacuated due to a deteriorating security situation, MEDEX can assist with the coordination of such transport. MEDEX has 24-hour capabilities to book commercial airline reservations or arrange charter flights. Cases can be coordinated urgently, based on the availability of aircraft. If you are unsure about the relative cost effectiveness of one or more commercial flights versus a charter, (assuming both options are available), MEDEX can obtain a price comparison. MEDEX can also assist with determining any visa regulations that would apply and confirming hotel and ground transportation arrangements in the destination city. If provided with specific demographics and location information, MEDEX can formulate contingency plans with pricing at an additional charge.
- In a more acute security situation, where special security personnel and arrangements are needed, MEDEX can assist in accessing appropriate services from specialized security affiliates.
- Pricing for MEDEX's coordination of security evacuations is determined by an hourly rate, plus the actual commercial or charter flight costs.
Is there a part of the world where MEDEX service is excluded?
While MEDEX services extend worldwide, the Travel Rescuer coverage area excludes all countries listed in the travel warnings section of the U.S. State Department Web site, http://travel.state.gov.
How many cases does MEDEX handle a year?
MEDEX manages approximately 25,000 cases per year in virtually every country of the world.
Can Travel Rescuer be endorsed to a basic MILE-STONE policy?
No. On an individual policy basis, the Travel Rescuer rate would be very expensive. It is more practical and cost effective to upgrade to the MILE-STONE Gold policy.
Is Travel Rescuer available in all states?
Travel Rescuer is available to policyholders who reside in any of the states where SECURA’s independent agents write business, except Illinois.
When and how were policyholders informed of the Travel Rescuer MILE-STONE Gold benefit?
Beginning June 24, 2008, each MILE-STONE Gold policyholder (except those in Illinois) received a special mailing with a cover letter, brochure, and two ID cards. New and renewing policyholders will receive the Travel Rescuer endorsement PLE 2064, an updated MILE-STONE Gold endorsement, and ID cards. New policyholders will receive ID cards as well.
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