Choose Country and Language
Home/Dive & Travel Insurance/Travel Assistance Benefits

Travel Assistance Benefits

Travel and concierge assistance benefits are available to DiveAssure members, 24/7 through On Call International.

For assistance dial +1-603-952-2059

Please note: in case of a medical emergency while traveling please refer to our Emergency Procedures for contact information.

Medical Assistance Services

Medical Monitoring On Call shall, via telephone, email and fax, monitor the Participant’s conditions when hospitalized. On Call shall maintain an appropriate level of contact with the treating physician and nursing staff as well as obtain relevant medical, surgical and treatment plan reports and information.  On Call will use information obtained to assess the available level of care in relation to the patient’s condition and geographical location where treatment is being performed.

Prescription Assistance If a Participant requires prescription medication or eyeglasses not available where he/she is staying, On Call International will consult with the prescribing physician and locate and arrange to send the prescription medication or eyeglasses when it is possible and legally acceptable.  The Participant is responsible for the cost of providing the medication or eyeglasses.

Deposit, Advance and Payment Guarantees Deposits, advances and guarantees will be provided for, but not limited to, medical facilities, ground and air ambulances and other like providers to secure service for Participant. Any advances of funds on behalf of the Participant shall be charged to the Participant’s credit card at the time of service.

Medical, Dental and Pharmacy Referrals On Call shall provide, at the Participant’s request, referrals to medical and/or dental professionals and pharmacies in the given geographic area locations of western style medical facilities and English speaking doctors, dentists and other healthcare providers in an area served by On Call to the extent possible.

Dispatch of Doctors/Specialists If Participants are Hospitalized, On Call Assistance Coordinators may dispatch a physician or other health care professional to assist in determining the medical condition and Participant’s suitability to travel. Any expenses/fees charged by the physician or other health care professional, including fees for time, travel and other expenses, are the Participant’s responsibility.

Medication, Vaccine and Blood Transfers At Participant’s request, and with authorization of the prescribing physician, On Call will dispatch prescription medicine, vaccines or blood products when unavailable locally and when legally permissible. Participant is responsible for any expenses incurred in this regard including, but not limited to, the cost of the pharmaceuticals, shipping cost, taxes or other import/export duties. These expenses will be billed to the Participant’s credit card prior to shipping.

Dispatch of Medicine On Call shall dispatch to the Participant prescription medicine, when not locally available and legally permissible, upon the written authorization of Participant’s Primary Physician. The Participant is responsible for any expenses incurred in this regard, including but not limited, to the cost of the pharmaceuticals, shipping cost, taxes or other import/export duties. These expenses will be billed to the Participant’s credit card prior to shipping.

Transfer of Insurance Information to Medical Providers To help prevent delays or denials of medical care, On Call Assistance Coordinators will assist Participant with hospital admission, such as relaying insurance benefit information. On Call will also assist with discharge planning.

Medical Records Transfer Upon Participant’s consent, On Call will assist with the transfer of medical information and records to Participant or the treating physician. Any expenses will be billed to Participant’s credit card at the time of service.

Continuous Updates to Family, Employer, and Physician With Participant’s approval, On Call will provide case updates to appropriate individuals Participant designates in order to keep them informed.

Hotel Arrangements for Convalescence On Call will assist Participant with the arrangement of hotel stays and room requirements before or after hospitalization. Any expenses will be billed to Participant’s credit card at the time of service.

Travel Assistance Services

Pre-Travel Information Upon Participant’s request, On Call will provide Participant with destination intelligence regarding weather, travel, health, inoculations, travel restrictions and special events.

Lost Luggage Assistance On Call Assistance Coordinators will assist  Participant with the tracking of luggage lost in transit. If the luggage cannot be recovered, On Call will assist the Participant with locating replacements.

Emergency Travel Arrangements In an emergency, On Call Assistance Coordinators will help Participant change airline, hotel or car rental reservations as necessary.

Emergency Cash Advance Assistance In an emergency, On Call Assistance Coordinators will provide assistance to Participant by arranging for the forwarding of funds from Participant’s account, credit cards or family members. All fees associated with the transfer of funds will be billed to the Participant’s credit card at the time of service.

Replacement of Lost or Stolen Travel Documents Assistance On Call Assistance Coordinators will provide assistance to Participant by arranging for the replacement of passports, visas, airline documents, birth certificates and other travel-related documents. All fees associated with the acquisition or forwarding of these documents will be billed to the Participant’s credit card at the time of service.

Legal Referrals If Participant is traveling and is arrested, involved in an accident, or otherwise requires the services of an attorney, On Call Assistance Coordinators will arrange for an initial telephone consultation with an attorney, without charge. On Call Assistance Coordinators will also assist with the securing of a bail bond, if needed. If further legal assistance is needed, Participant will be referred to an attorney in the appropriate geographic area. Fees and costs charged by the referred attorney will be the responsibility of the Participant.

Translation Services On Call Assistance Coordinators will, without charge, provide foreign language assistance over the telephone or up to one-page translations submitted via fax. If necessary, On Call will also provide referrals to translators and interpreters. All fees for such services are the responsibility of the Participant.

Emergency Message Forwarding Assistance In the event of an emergency and Participant is unable to reach an employer, family member or traveling companion, On Call will forward a message via telephone or email to the intended party.

Emergency Pet Housing and/or Pet Return On Call will coordinate arrangements for temporary boarding or the return of a pet left unattended as a result of Participant’s Injury or Illness. Any fees will be billed to the Participant’s credit card at the time of service.

Concierge Services

Destination Profiles On Call shall provide information on every country in the world and over 200 cities worldwide including information on local entertainment, suggested itineraries, and health advisories.

Epicurean Needs On Call shall arrange the delivery of specialized foods and beverages to the Participant’s home or office; including gourmet meats and fine wine as long as the products are publicly available.  On Call cannot guarantee the availability of certain products.  All costs associated with this service are the responsibility of the Participant.

Event Ticketing On Call shall provide tickets to sporting events, theater or concert events worldwide as long as the tickets are available for purchase.  Event Ticketing is a service that On Call offers to Participants to find, purchase, and deliver tickets to certain events.  The Participant must pay for the tickets and delivery, typically via credit card.  On Call uses publicly available methods to procure the event tickets and does not offer any discount with this service.  This service is designed to be used by Participants who wish to purchase tickets to an event but do not wish to purchase them on their own.  This is not a service designed to obtain tickets to events that are sold out or are not publicly available for some other reason.

Floral Services On Call shall purchase and ship flowers and gift baskets to friends, family members, and business associates.  Floral Services are services that On Call offers to Participants to find, purchase, and deliver flowers and other gifts.  The Participant must pay for the flowers and gifts, typically via credit card.  On Call uses publicly available methods to procure the flowers and/or gifts and does not offer any discount with this service.  This service is designed to be used by Participants who wish to purchase flowers or gifts and have them delivered to another party but do not wish to purchase their on their own.  This is not a service designed to deliver flowers to remote areas or to places that are not serviced by floral services companies.

Tee Time Reservations On Call shall provide referrals to golf courses and tee times at golf courses around the world.  Tee Time Reservation Services are services that On Call offers to Participants to find and reserve tee times at golf courses.  The Participant must pay for the golfing.  On Call uses publicly available methods to procure the reservations and does not offer any discounts with this service.  This service is designed to be used by Participants who wish to make reservations to play golf but do not wish to do so themselves.  This is not a service designed to obtain tee times at exclusive or private golf courses or courses that do not take reservations from the general public.

Hotel Accommodations On Call shall offer recommendations on hotels worldwide and book reservations if requested by the Participant.  All costs associated with this service are the responsibility of the Participant.

Meet-and-Greet Services On Call shall arrange pick-ups of friends; family members or business associates at airports or other common carrier destinations by limousine personnel.  All costs associated with this service are the responsibility of the Participant.

Shopping Assistance Services On Call shall purchase selected retail items at the Participant’s request.  All costs associated with this service are the responsibility of the Participant.  On Call shall find, purchase, and deliver certain items (e.g. clothing items, groceries, non-routine items, etc.).  The Participant must pay for the items and any shipping costs, typically via credit card, unless otherwise specified in the contract procedures.  On Call uses publicly available methods to procure the items and does not offer any discount with this service.  This service is designed to be used by Participants who wish to take advantage of the time savings offered by using a shopping assistant.  This is not a service designed to obtain items that are not sold to the public in general.

Translation Services These services are available on a cost plus 10% basis.

Pre-Trip Assistance On Call shall provide information on travel destinations, city profiles, weather, special events, ATM locations, currency exchange rates, immunization and passport requirements, and related services.

Procurement of Hard-to-Find Items On Call shall use its best efforts to obtain an obscure or exotic item at the Participant’s request.  On Call cannot guarantee that the item will be found.  All costs associated with this service are the responsibility of the Participant.

Restaurant Referrals and Reservations On Call shall provide the Participant with information on restaurants worldwide and will book reservations if requested.  All costs associated with this service are the responsibility of the Participant.  Restaurant Reservation Services are services On Call offers to Participants to find and reserve tables at restaurants.  The Participant must pay for the meals.  On Call uses publicly available methods to procure the reservations and does not offer any discounts with this service.  This service is designed to be used by Participants who wish to make reservations at restaurants but do not wish to make them themselves.  This is not a service designed to obtain reservations at exclusive restaurants or restaurants that do not take reservations.

Rental Car Reservations On Call shall provide worldwide reservations through most major rental car agencies.  All costs associated with this service are the responsibility of the Participant.

Airline Reservations On Call shall provide air travel accommodations to destinations worldwide.  All costs associated with this service are the responsibility of the Participant.

Limitations, Definitions, Terms and Conditions

Medical Assistance Services Terms and Conditions

Terms and Conditions

  1. All legal actions arising under this Agreement shall be barred unless written notice thereof is received by On Call within one year from the date of event giving rise to such legal action.
  2. On Call cannot be held responsible for failure to provide services or for delays caused by strikes or conditions beyond its control, including but not limited to, flight conditions, or where rendering of service is prohibited by local laws or regulatory agencies.
  3. Participant may be required to release On Call or any health care provider from liability during emergency evacuation and/or repatriation.
  4. Without limiting the foregoing, On Call’s actions and obligations under this Agreement are ministerial in nature, and all medical care is provided by medical professionals ultimately selected by a Participant and in no event is the responsibility of On Call. On Call is not liable for any malpractice performed by a local doctor, health care provider or attorney.

General Terms and Conditions

1)   Reasonable Precautions.

Participant must take all reasonable precautions to avoid Accident, injury or illness to any person, or loss, destruction or damage to their property, and Participant must comply with all legal requirements and safety regulations and conduct business in a lawful manner.

Authorization

On Call will obtain Client authorization for financial expenditures that may be incurred while performing assistance services requested by Client except where a Participants well-being is at stake and the Client designated Authorized Operations Contacts (AOC) are unavailable.  An appropriate number of attempts at contacting the AOC’s will be made and On Call will make every attempt to verify Participant eligibility prior to proceeding.  On Call will notify the Authorized Operations Contact as soon as possible if services are performed prior to authorization.

Sanction Limitation and Exclusion Clause

On Call shall not perform or pay for any services under this Agreement would expose On Call to any sanction, prohibition or restriction under United Nations resolutions or the trade or economic sanctions, laws or regulations of the European Union, United Kingdom or United States of America.

 Geographic Scope of Service

The Services provided by On Call are offered on a worldwide basis.  On Call shall attempt on a best effort basis to provide the Services but On Call’s  ability to successfully execute an intervention may be subject to local and/or international resource availability and must remain within the scope of national and international law and regulations. An Intervention may depend on On Call’s ability to attain the necessary authorizations issued by the various authorities concerned which is outside of the control of On Call. Services to Participant’s, who in the sole opinion of On Call are located in areas that represent conditions in which providing the Services is impossible, reasonably impractical or unsafe, including without limitation geographical remoteness, war, civil or other hostilities or political unrest.

Fee-for-Service

On Call will at its sole discretion assist Participant’s on a fee-for-service basis for interventions falling outside the scope of this agreement, subject to prior written approval of an authorized designee of the Client.  On Call reserves the right, at its sole discretion, to request additional financial guarantees or indemnification from the Client and/or Participant prior to rendering such services on a fee-for-service basis.