Types of Assistance Services

① Customer gets injured or develops sickness during travel：

Our support desk will answer incoming calls from our customers and find out the details of the injury or sickness involved, and check the specific requests of our customers.

• Understand the details of the accident (injury or sickness)
• Verify insurance policy details
• Provide assistance services under the circumstance that the injury or sickness is covered by the insurance

② Arrange a medical consultation at a hospital：

We will locate and recommend a cashless hospital where our customers do not have to pay upfront.
If there are no cashless hospitals in the area, we will activate our partner assistance company to locate a nearby hospital where they can arrange a cashless consultation and arrange a medical interpreter if necessary.

• Understand the details of the accident (injury or sickness)
• Verify insurance policy details
• Provide assistance services under the circumstance that the injury or sickness is covered by the insurance

① Hospitalization：

We will contact the hospital and relevant parties in order to collect information about our customer.

• Figure out the hospital where our customer is hospitalized
• Confirm the details of our customer’s medical condition

② Monitoring the condition of our customer：

We will periodically contact the hospital and medical interpreter to monitor the medical condition of our customer.

• Figure out the diagnosis
• Confirm whether the insurance can cover the medical expense or not
• Confirm improvement progress
• Figure out the expected date of discharge and possible fit to fly status

We will negotiate with the hospital if they can directly send their bills to the insurance company instead of charging our customer.

③ Support for the rescuers：

We will arrange transportation and accommodation required overseas for the rescuers such as family members.

④ Determining the repatriation plan and date：

Coordinating Doctor from our partner assistance company will contact the Treating Doctor of the local hospital and obtain information in order to confirm the date in which the customer will be fit to fly to travel and also a specific repatriation plan. The repatriation date and plan will be based on the decision of the Coordinating Doctor, and we will consider our customer’s safety as the top priority. Therefore, decision may require some time and the repatriation plan may not correspond to the decision of the Treating Doctor, and it may not meet the customer’s request.

If it is necessary for the customer to be transferred to a hospital for admission after arriving in Japan, we require the rescuers or family members to select a receiving hospital in Japan and contact the hospital to confirm whether or not the hospital can accept the patient.

⑤ Arranging returning flights, ground ambulance, Doctor/Nurse Escorts, etc.：

Based on the repatriation plan recommended by the Coordinating Doctor, we will arrange transportation such as flights, ground ambulance, and also arrange Doctor and Nurse Escorts to accompany the repatriation. For customers who cannot maintain an upright position on flights, we will arrange a stretcher to be installed on the flight and also arrange oxygen for customers who need oxygen inhalation. For customers with serious conditions, we may arrange air ambulance as well.

⑥ Returning home (Repatriation)：

We will monitor the departure and arrival of repatriation flights, and report the outcomes to the persons involved if necessary.
Once the customer arrives to the final destination, either back home or to the hospital, our assistance service is completed.

① When our customer passes away：

We will collect information by contacting the relevant parties such as family members of the deceased, hospitals, and overseas Embassies.
We will assist by collecting necessary documents required for body repatriation through our partner assistance companies and local funeral directors. We may need to ask the family members of the deceased to help complete necessary formalities.

② Autopsy：

After autopsy is done at the local hospital or police station, we will obtain autopsy report and post mortem certificate. After autopsy, the remains will then be carried to a mortician or mortuary. In some countries, remains may be kept in the hospital.

③ Necessary Formalities：

We will obtain the documents listed below, and will also proceed to arrange a ground transfer in Japan:

• Death certificate, Sealing certificate, Embalming certificate

④ Sealing and packing procedures：

The coffin will be sealed and placed into the dedicated coffin of the airline.

⑤ Scheduling the repatriation：

We will confirm available flights and plan a repatriation schedule according to the destination. Once all the documentations necessary for the repatriation are ready, we will finalize the flight bookings. Since the remains will be handled as special cargo by the airline, the deceased family may not be able to board the same flight as the deceased person. Once the remains arrive at the airport in Japan, it will require some time for consignee confirmation.

It may require more time until departure depending on the nature of death or circumstances.

⑥ The remains depart from the local place：

We will monitor the repatriation flight and closely monitor the progress of the repatriation.

⑦ Arrival to the airport in Japan：

Once the remains arrive at the airport, our provider will perform special treatment (reparation, makeup, dress-up, etc) to the remains in the designated areas of the airport. The remains will be taken out of the dedicated airline coffin to be placed in a normal coffin. Family members will not be allowed to meet the remains at the airport.

⑧ Transfer to the final destination：

The remains will be carried by a hearse to the final destination. Once the remains arrives at home or at a funeral hall, our assistance will be completed.