Section A: Introduction
A.1. About this guide
This is intended to be used as a guide for quick reference on the International Emergency Medical Services (“IEMS” or the “IEMS Program” or the “Program” or the “benefit(s)”) offered to Visa cardholders and their beneficiaries, as defined in the terms and conditions.
Here, the cardholder will find information on emergency medical services, including the complete terms and conditions in Section B, as well as a complete list of definitions in Section C.
The IEMS Program is offered during an eligible trip, as defined in the Terms and conditions.
AXA Assistance USA, Inc. (“AXA”) is the service provider to Visa and Visa is a client of AXA and its services. AXA acts on behalf of Visa cardholders and their beneficiaries, with no obligation to make any payments in their favor.
A.2. General provisions of the IEMS Program
How do I submit a request for reimbursement?
The cardholder, the one designated by the cardholder or the cardholder’s representative, as applicable, should contact customer service immediately after the incident. Even if not yet in possession of the documents that will support the claim, the case must be opened within the 30-day time limit after the incident.
A customer service operator will answer any pending question and will send a claim form to the cardholder, the beneficiary or any other person acting on behalf of the cardholder or beneficiary.
Upon receiving the claim form, the cardholder, the beneficiary or any other person acting on behalf of the cardholder or beneficiary must complete the claim form and return it to the address indicated below, along with the required documentation for each benefit. These documents must be submitted within 90 days from the initial contact with customer service to the address below:
AXA Assistance USA, Inc.
703 Waterford Way, Suite 390
Miami, FL 33126
USA
There are circumstances outside of AXA’s control that could affect the provision of the services or benefits mentioned in this guide. When possible and if legally permitted, AXA will make reasonable efforts to provide services or benefits available to attend the beneficiary and resolve the emergency.
Important: benefits and services described herein are not available for travel or other services related to Cuba, Iran, Syria, North Korea and Sudan. AXA is a company based in the United States of America. Laws of the United States prohibit AXA from providing services or related benefits in violation of United States or other international sanctions laws. Services or benefits related to Cuba, Iran, Syria, North Korea and Sudan are not available, including but not limited to the payment of claims.
Existing restrictions in the countries of Cuba, Iran, Syria, North Korea and Sudan are strictly enforced and no exceptions are allowed. Please be aware of restrictions of services and benefits related to international sanctions laws before planning your trip.
If you have any questions as to the availability of services prior to your trip, please contact us at our customer service center telephone numbers 1-800- 396 9665 (USA and Canada) and 1-303-967-1098 (other countries) and calls can always be made by collect call.
Converting amounts into foreign currency
All amounts mentioned in this guide are presented in US dollars. Any payment made under the IEMS Program will be issued in the local currency of the individual/entity receiving payment. The currency exchange rate used will be the rate at the time the services are rendered.
