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AllianzCorporateAssistanceGlobal support andsolutions for youand your staff
Why is there a need forcorporate assistance?Increasing numbers of staff on overseasassignments and business travellers departingfor emerging countries face complex conditions,often in remote environments. In these locations,health and safety risks can be high, and the levelof support available locally may not always meetappropriate standards.Organisations strive to keep their workforce safeand healthy at all times. In fact this duty of careto staff can be enforced by various pieces ofemployment legislation and industry regulations.This obligation, coupled with the increasinglyunpredictable global environment, means thatthe support of a trusted corporate assistancepartner with a truly global reach is moreimportant than ever.West Africa2015The most extensive Ebolaepidemic to date, in SierraLeone, Guinea and Liberia.Brazil2014‘Express kidnapping’ in Brazil isnot officially recorded. Intelligenceindicates over 6,000 kidnappingstake place in the country annually.1
Bagdad, IraqRepublic of Korea20152015A triple car-bombing and suicidebombing in the city’s ‘Green Zone’,home to a number of foreign embassiesand government ministries, results in32 deaths and 27 wounded.Over 186 cases of the Middle Eastrespiratory syndrome coronavirus(MERS-CoV) infection have beenrecorded in the Republic of Koreasince 2012.Kathmandu, Nepal2015In a devastating earthquakeaffecting 5.6 million people,8,617 are killed and 16,808 areinjured. Over 473,000 homesand 26 hospitals are destroyed.Nairobi, KenyaEast Algeria20132013Attack by gunmen on theupmarket Westgate shoppingmall in Nairobi, Kenya results inat least 67 deaths and over 175wounded.A terrorist attack on workers at InAmenas Gas Refinery in East Algeriatargets critical infrastructure leadingto a four day siege and the deaths of38 hostages.2
Why Allianz Corporate Assistance?Leveraging the experience, global reach and local connections of one of the world’s largestinsurance and financial services groups, Allianz Corporate Assistance supports you around theclock, wherever your teams are active.From pre-travel health assessments right through to emergency evacuations, all of ourservices are supported by a dedicated, experienced team and accessed through a single pointof contact. Whether you already offer some level of corporate assistance to your staff, or youare starting from scratch, we have a solution for you.1Assistance services tailored to youWith our modular services and solutions you are free tochoose only the options that you need without having topurchase unwanted or unnecessary elements. Not onlycan you take a ‘pick and mix’ approach to the servicesand solutions that you want to offer, but all of ourMedical Solution and Security Solution Services can betailored specifically to your needs.We understand that every organisation is different whenit comes to culture, geographical activity and futureplans. That’s why we have real flexibility when it comesto offering services and supporting you long term.60 years experienceDid you know that Allianz hasbeen providing assistanceservices for over 60 years?One intervention globallyevery 2 seconds.53 million calls handledeach year.Staff made up of over60 nationalities.3
One of the largest medicalnetworks in the worldStrongDeveloping2Transparent pricing and costcontainmentWe understand the importance of accurate financialforecasting and budget management. That’s why ourpricing is open and transparent. Plus, we are continuallyfocussed on containing costs to keep fees as affordableas possible. For example, we are not restricted to usingone specific air ambulance provider. We have a numberof well established partnerships in place.This means that we have a wide range of options tochoose from when it comes to selecting the optimumcombination for you in terms of speed, safety, proximity,medical facilities and cost. This kind of independence,combined with the volume discounts that we cannegotiate, means that we can offer you exceptional valuefor money.3You gain access to a network of over850,000 medical providersAs part of Allianz Worldwide Partners, the global leaderin international health insurance and assistance services,you gain access to a network of over 850,000 medicalproviders. This is one of the largest medical networksin the world, and it’s growing all the time.You benefit from discounts that we have negotiatedwith medical providers. Plus, our team of in-housedoctors and nurses are on hand to oversee all in-patienttreatment and emergency medical evacuations.850,000 medical providers4
Allianz Corporate AssistanceServices and SolutionsMedical Services include:24/7 Medical Assistance& Medical Digital SolutionsPgs 7-9Medical SolutionsPgs 10-12- Medical site surveys- General health information- Remote site medical staffing- Provider information and referral- Clinic design and management- Local ground ambulance activation- Medical checks- Medical evacuation and repatriation- Notification of persons in home country- Organisation of travel documents duringevacuation and repatriation- Organisation of travel for family membersto evacuated persons- Organisation of the repatriation of mortalremains- In-patient and Out-patient case management- Shipment of prescribed drugsSecurity Services include:Security Assistance& Security Digital SolutionsPgs 13-14Pgs 15-16- Security consultancy- 24/7 emergency support- Security training- Emergency security evacuation and extraction- Security risk assessments- Post-incident response and assistance- Risk reporting- Remote and on-the-ground assistance- Meet and greet travel support worldwide- Check-in service- Real time destination risk rating reports- Travel tracking assistance- Real time security alerts and website updates5Security Solutions
Employee Assistance Program (EAP)Services include:Employee AssistanceProgram & Digital SolutionsPg 17Expatriate Services- Pre-assignment assessment- Professional counselling: in personor via telephone/video/web chat- Intercultural training- Nutrition support and naturopathic services- Repatriation services- Critical incident support servicesPg 18- Destination services- Health and wellness articles6
24/7 Medical Assistance & MedicalDigital SolutionsOur 24/7 multilingual Helpline is the central communications hub for all incoming enquiries.Our team is equipped with a case management system and a comprehensive medicaldatabase that contains provider information and medical information related to specificgeographical regions and countries. Any request for medical expertise will be promptlytransferred from the Helpline to our medical experts.In case of an emergency, our Helpline and Medical Services team is available 24/7 to supportyou and ensure that your staff receive the best treatment available locally, or in an alternativelocation. Utilising our global network of medical providers we provide rapid response times,market leading service levels and access to quality care.General health informationLocal ground ambulance activationWe provide general information on local health risks,medical conditions and requirements for all parts of theworld directly to your staff via our Helpline and MedicalServices teams. This includes advice on recommendedprecautionary measures prior to travel and regionalpeculiarities to be taken into consideration. In addition,vaccination information for specific geographicallocations can be provided. Upon request, medical alertscan be sent out to inform about medical risk factors forany location, worldwide.We assist in mobilising local ground ambulance servicesto provide any medically necessary treatment at the staffmember’s location or arrange for their transport to thenearest appropriate medical facility for treatment.We also offer you the option of embedding our medicalinformation database into your organisation’s intranet.This means that your staff can proactively research andinform themselves of potential medical and healthcareissues prior to going on a business trip or expatriateassignment.Provider information and referralOur team provides information on hospitals, doctors andhealth practitioners worldwide. Upon request, we canalso book appointments for and on behalf of your staff.Medical evacuation and repatriationOur in-house Evacuation Team is available 24 hours a day,7 days a week. Depending on the staff member’s location,available medical facilities may not meet internationalhealthcare standards. If this is the case, and once ourEvacuation Team has confirmed that an evacuation issafe to proceed, we will arrange for transportation by airambulance, commercial flight or ground vehicle to thenearest appropriate medical centre.For medical evacuations and repatriations we useinternationally accredited partners, certified for the highstandards of medical care they deliver and their provencapabilities in providing the safe, fast and convenienttransport of patients. Our team actively manages theprogress of the evacuation and provides regular updatesto the staff member and all other parties involved.Our in-house Evacuation Teamis available 24 hours a day,7 days a week.7
Organisation of travel documents duringevacuation and repatriationIn the event of an evacuation we will ensure that allof the travel documentation and visas required bythe staff member are organised quickly to avoid anyadministrative burden.Organisation of travel for familymembers to evacuated personsWe realise how important it is to have close relatives nearbyduring what can be an emotional and stressful time. Wewill arrange return travel for the staff member’s familymembers to visit them while they’re undergoing treatment.Organisation of the repatriation ofmortal remainsIn the unfortunate event that a member of staff passesaway while on assignment or business trip, we canorganise all stages of the repatriation e.g. sourcing a localfuneral home and the transportation of remains. Uponrequest, we will arrange transportation of mortal remainsto the country of burial. This may include embalming,organising appropriate transportation arrangements,cremation and organising the necessary governmentauthorisations.CAS E S T U D YRoutine appendectomy resultsin emergency evacuationFollowing routine surgery on her appendix in alocal hospital in Gabon, one of a client’s teamsuffered post-surgery complications where sheexperienced severe breathing difficulties and hercondition quickly deteriorated. The staff member’sfamily contacted our 24/7 Helpline to requesthelp as the hospital in Gabon was running out ofblood for transfusions. Our Medical EvacuationTeam initiated simultaneous contact with the localhospital in Gabon and a number of internationallyaccredited hospitals in Johannesburg.As the situation was critical, immediatearrangements were made for an airambulance evacuation from Libreville, Gabonto Johannesburg, South Africa. A South Africanair ambulance and team was dispatched just 8hours later on a direct flight to collect her. Shewas transferred, accompanied by her husband,to a top class facility in Johannesburg. She beganto stabilise and eventually improved enough to bedischarged and could fly home to Brazil.8
24/7 Medical Assistance & Medical Digital SolutionsIn-patient and Out-patient casemanagementShipment of prescribed drugsIn-patient and Out-patient case management providessupport to staff while they receive medical care, whileensuring that treatment and costs are appropriate. Fromlocating a suitable medical provider and booking theappointment or admission right through to discharge,our case managers will be there every step of the way.Where prescribed medication is not available locally,or in the event that only an unreliable locally producedequivalent is available, we will organise the shipmentof the prescribed drugs to the staff member’s location,where legally possible. Prior to shipment we will clarifyany customs and import license requirements and ourMedical Services team will monitor the consignmentuntil delivery is confirmed.Upon request, the case manager will also follow up withthe patient post-discharge to ensure that any medicallynecessary services such as home healthcare and medicalsupplies are delivered. Our case managers co-ordinatecare with the patient, the physician and other healthcarestaff, ensuring that care is appropriate and that itprogresses according to the medical treatment plan.C ASE STUD YVital medication in short supplyA client’s staff member based in Liberia was diagnosedwith Myeloid leukaemia. Treatment with Glivecinjections was prescribed and an initial 6 month supplywas requested however this was not available inLiberia. We stepped in and organised the sourcing andshipment of this vital medication.Just 10 days after contacting us the staff member wasin possession of the medication. Moving quickly andworking with local partners and suppliers allowed us toprovide peace of mind to the staff member affected andensure continuity of care.90812Regular updates will be provided to the appropriateparties. In addition to the shipment of prescriptionmedication, this service also covers the procurement ofmedical equipment and devices for personal use (e.g.blood glucose monitors, BP monitors, nebulisers etc.).
Medical SolutionsUnderstanding working environments and identifying potential risks concerning staff healthand wellbeing is a complex task. This becomes even more complicated when staff are based inremote locations where the level of medical infrastructure may be poor. Our specialist medicalconsultants, physicians and occupational health and safety experts are on hand to conduct theappropriate research and in close consultation with the client, deliver recommendations tomitigate any risks. We offer a range of global on-site and off-site tailored medical solutions asfollows:Medical site surveyClinic design and managementOur medical experts can perform a comprehensiveanalysis of medical and health related issues that havethe potential to negatively affect staff and on-siteoperations. Based on the survey results and client’srequirements, a clear set of recommendations will bedocumented.At Allianz Corporate Assistance we understand themedical complexities encountered in the locations thatour clients operate in, especially those where adequatemedical care is not readily available. Our skilled team ofmedical experts can assist in the design and provision offirst aid stations and on-site medical centres or clinics.These facilities can be designed with state of the artmedical equipment and supplies and are developed tosuit the specific operational needs of the location.The site survey includes a thorough evaluation ofworkplace health and hygiene risks, as well as the localhealth care infrastructure. It also includes a review ofthe on-site emergency response capability and stateswhether the medical processes and procedures in placeare adequate.Remote site medical staffingOur medical staffing solutions were designed specificallyfor organisations operating in remote locations, wherethe closest appropriate medical facilities may actuallybe far away. We help our clients to determine if, and towhich extent, they may need an on-site physician, nurseor paramedic. We provide the required resources toensure that staff can access medical care at all times.With our global network of medical professionals we canprovide availability for short or long term assignments.Our staffing solution is completely tailored to yourcompany’s needs, and takes local conditions fully intoaccount.In addition, Allianz Corporate Assistance can help youto manage medical risks at any event which you areorganising e.g. at a hotel, a conference centre or evenat a football stadium. We provide highly skilled medicalstaff who will be present and on standby for the durationof the event.These projects typically consist of the following phases:feasibility assessment, design/planning, construction/on-boarding and deployment. Critical topics suchas availability of medications and equipment as wellas compliance with local regulations (e.g. licensing,registration of medical equipment, customs) areconsidered and addressed.Clients have the choice of: Medical units with a complete end-to-end solutionthat can be deployed either in a mobile clinic or in anexisting client facility. Enhancement of existing clinics and processesincluding a re-design around prevailing medicaland site infrastructure.Allianz Corporate Assistance has developed an integratedand flexible approach to clinic design and management.Our teams ensure that any requirements will befulfilled in a cost-efficient manner.After the deployment of the medical facility we cancontinue to provide support through management of thesite and provision of the appropriate medical resources,including medical equipment and medical staffing.Design and provision of state of theart medical facilities.10
Medical SolutionsMedical checksIt is important to ensure that staff are physically matched to the scope of their tasks. Weprovide highly skilled medical staff to perform a full range of industry-specific check-ups atany stage of a staff member’s assignment:Fitness for duty checksA thorough pre-assignment check-up. This will assessthe individual’s initial fitness for duty and establish theirbaseline state of health compared to the requirementsof the job, the environment and the region they will beassigned to.Mid-assignment checksPeriodic mid-assignment checks are carried out toensure that an individual’s state of health has notdeclined during their assignment and to confirm theircontinued fitness for duty. This may be required for staffwith particularly hazardous occupations, for examplewhere there is regular exposure to toxic chemicals or toloud ambient noise.Post-assignment checksA medical assessment is performed when anindividual concludes a particular assignment to detectif there have been any adverse health effects as aresult of the assignment.11
CA SE STUD YOn-site clinic provides vitalservices to a local workforceIn 2013, we were awarded the contract to managean on-site clinic, tele-consulting service andnurse concierge service for a global automotivemanufacturing company at two locations in China.Company staff benefit from access to medicaltreatment at an on-site clinic, as well as services suchas assistance with appointment setting, translation andadvice on managing medical conditions. Our clientbenefits from a healthier local workforce as well as costsavings on their medical insurance plan.0912
Security Assistance & Security DigitalSolutionsAllianz Corporate Assistance offers a full range of security services designed to ensure yourorganisation is alert to risk and aware of potential security issues in real time. We care for yourstaff before, during and after time spent in challenging and potentially volatile locations.In an emergencyMeet and greet travel support worldwideIn the event of an emergency or security incident, a teamof security experts takes full control from a central pointof contact and can provide:We can arrange for a driver or security specialist whounderstands the local security environment to meet amember of staff upon arrival and escort them for theduration of their trip. 24/7 emergency support Emergency security evacuation and extraction Post-incident response and assistance Remote and on-the-ground assistanceSecurity experts will provide you and your staff witharound the clock emergency support using the latestsecurity information and technology. Our global networkof security specialists are specifically trained to dealwith high-risk situations and to operate in challengingenvironments. This can be achieved remotely oron-the-ground and allows the evacuation of your staffat short notice.We have extensive experience in carrying out suchoperations; both for individuals and large groups, and willalways ensure the most s
You gain access to a network of over 850,000 medical providers As part of Allianz Worldwide Partners, the global leader in international health insurance and assistance services, you gain access to a network of over 850,000 medical providers. This is one of the largest medi
