number - IMG Producer Area - International Medical Group

Transcription

Table of Contents
International Insurance - An Invaluable Product
2
Marketing International Insurance
3
Why International Medical Group
5
Product Portfolio
8
Global Medical Insurance Optional Benefits
15
Patriot Travel Series Application & Procedures/Guidelines
18
Global Series Application & Procedures/Guidelines
20
Renewal Information
26
Internet Marketing
28
Internet Guide
31
Sample Marketing Pieces
42
Client Services
49
Claims
51
Frequently Asked Questions
55
[
International Insurance - An Invaluable Product
]
Traveling abroad can be an extraordinary
experience, however, if your clients become ill
or injured - that experience can quickly become
frightening or even life-threatening.
International medical insurance is extremely
valuable. It’s not about whether your clients
should consider purchasing it before they take
an international trip, it’s about what type of plan
Caribbean - they expect and deserve first-class
and administrator they should consider.
travel medical protection and service.
Anything can happen while your clients are
At International Medical Group®(IMG®), we
traveling abroad. Without the proper medical
understand the importance of international
coverage, they could be stranded thousands of
insurance and are here to provide the education,
miles away from home with no one to treat their
tools and technology to help you assist your
condition, treated in a hospital with inadequate
clients to the best of your ability.
supplies or unqualified staff, left facing hundreds
of thousands of dollars in medical expenses,
To help get you started on the right foot
misdiagnosed and treated for the wrong illness,
and so you may better serve your clients,
or worse.
the following pages provide insight into
the international medical insurance market,
2
Whether your clients are on a luxurious cruise
an overview of our products and services and
in the Mediterranean,
participating in an
a general outline of some procedures and
educational exchange program in the United
guidelines. We are here for you, and there
States, working abroad for an international
with
employer, serving on a missionary project in
go - bringing support for all of their insurance
Ghana, or working aboard a private yacht in the
needs - providing Global Peace of Mind®.
your
clients
wherever
they
may
What are the health related concerns your clients
should be aware of when abroad?
Illness
Influenza, Tuberculosis
Hepatitis A, Cholera
Malaria, Yellow Fever
Rabies, Viral Hemorrhagic Fevers
Food Poisoning
Injury
Auto accidents: 1.3 million people are killed and 50
million are injured each year
Drowning and impact injuries: 300,000+ per year
Tsunamis, earthquakes, terrorism, violence
Everyday accidents
Source: 2012 WHO International Travel and Health
Will your clients’ domestic coverage travel with them?
National / Government plan (HHS.gov/medicare)
Medicare - no coverage outside the U.S.
(few exceptions)
Private individual or group coverage
If any coverage, it is limited: Emergency / Life-threatening only
Reasonable
&
Customary:
out-of-network
- balance billing
No coverage for:
• Evacuation: can cost as much as $100,000
• Return of Mortal Remains: can cost as much as
$10,000
Consulate or Embassy assistance (U.S. Dept. of State)
Will not provide the funds, but will assist in the
transfer of private funds
Working in the international market does not necessarily
involve a change in your entire business plan. It does
not mean that you have to open an office in Asia, absorb
the cost of international travel or lose your primary line
of business. Getting involved means that you will need
to devote a portion of your time each week to look for
opportunities around you. Geographic location will
always play an important role in a producer’s access to the
international market. However, it is not the only factor in
success. Geographic location simply means some markets
may not be available to you. The key to success is defining
what markets are available to you and how to focus on
them.
The potential of the international market:
Is there a market for it?
Travel numbers are up:
2008 917,000,000
2009 882,000,000
2010 940,000,000
2011 982,000,000
2012 1,035,000,000
Source: United Nations World Tourism Organization
In addition to the travel related risks, why would your clients
consider buying it?
Recommending
Department of State
World Health Organization
Requiring
Schengen Countries (Eurovisa.info)
What are the different markets within international
insurance?
Short-Term
Individuals or groups traveling outside their home country
that need medical protection on a temporary basis.
Long-Term
International citizens (expatriates) that are looking for an
individual, annually renewable major medical program
that eliminates the obstacles of time, currency and
language.
Group
Employers / organizations with internationally assigned
employees or members across countries, time zones,
cultures and health care systems.
Travel Insurance
Help protect a client from losing money they have invested
in their travel in the event of an unforeseen circumstance
that prevents them from traveling.
What are the international insurance opportunities?
Vacationers
Universities
Governmental Entities
Trade Associations
Marine Captain & Crew
Non-profit Organizations
Missionaries
Church Groups
Multi-national Companies Relocation Companies
International Chambers of Commerce
DBA – Defense Based Contractors
Education / Foreign Exchange Programs
Executives / International Sales
3
Where to prospect for clients:
Domestic
Your current book of business - Many of your
clients are traveling overseas for business or
pleasure, or have friends or relatives visiting from
overseas.
Chambers of commerce - In many metropolitan
areas, foreign countries have set up their own
chambers of commerce, for example, the Brazilian
American Chamber of Commerce in New York,
NY, or the American Chamber of Commerce in
Frankfurt, Germany. These organizations may even
need coverage for some of their own employees.
Travel agencies - An increasing amount of travelers
are demanding more protection than offered by
standard trip cancellation policies.
International
Foreign-based brokers and producers - This will
depend a great deal on your location. Many
brokers and producers have been successful
sub-contracting producers in foreign countries
to market IMG products. If you know a fellow
producer with ties to a foreign country or are in an
area with producers operating overseas, this may
be a great chance to combine your marketing
efforts.
Joint ventures - Joint ventures occur through
introductions. Example: You are based in the U.S.
and know an insurance executive at ABC Insurance
located in Spain. You introduce the executive to
IMG. IMG partners with the insurance company
to market our products in Spain. Joint ventures
are long-term projects. A good personal and/or
business relationship is the key to a successful
joint venture.
Organizations
Missionaries - Thousands of missionaries travel
and live abroad. These missionaries travel to
foreign locations for a variety of reasons. Many
of the American mission-sending organizations
are headquartered in middle-American states.
The groups range in size and need a variety of
medical insurance and evacuation services for
their missionaries.
Students/Universities - The number of students
studying in a foreign country increases each year.
Many of these students will require short-term
and major medical plans while attending their
respective schools.
4
Embassy/Consulates - This will depend heavily
on your geographic location. Embassies and
Consulates are typically located in major port
cities. Most of them require group medical
plans for their foreign national employees and
dignitaries traveling around the world. IMG
provides group plans for their specific needs.
Expatriate Groups - Expatriates are individuals
who have permanently left their home country.
Hundreds of thousands of expatriates now live all
over the world. Many of them belong to “Expatriate
Associations” and they all require private medical
insurance plans.
Group Business
Many employers have foreign operations. Unless an
employer has included international coverage in their
group plan, the employees located overseas may
be without adequate medical insurance coverage.
Often, inferior benefits are provided to foreign-based
employees compared to those available to their home
country counterparts. Additionally, the employer might
want to provide coverage for key local nationals and or
third-country nationals working in the foreign-based
office.
This market is growing rapidly. Employers are “carving
out” overseas exposure by providing separate plans
for overseas employees. If you currently work with any
employer that has overseas operations, check their plans
to see what medical coverage is provided for foreignbased employees. This is an excellent opportunity to
show your client you have all their needs covered.
International Schools
There is a substantial group market for the medical
coverage of the teaching and administrative staff of
American International Schools, International Schools
and British International Schools. IMG group rates are
very competitive in the international school group
market.
Government Contractors
A growing number of government contract programs
provide premium reimbursement for international
medical insurance plans. USAID, the U.S. Department of
Treasury, Peace Corps, and the U.S. Department of State
are a few of the American government entities sending
contractors abroad, and these contractors are generally
responsible for obtaining their own medical insurance
coverage. Many non-U.S. entities also do the same.
[
Why International Medical Group
]
5
The IMG Advantage
For more than 20 years, IMG has dedicated its efforts
to providing international medical insurance, travel
insurance and world-class services to the international
community. It’s our specialty. We understand the
intricacies of international health care. Our team of
quality assured professionals is committed to helping
clients solve any problems, while making sure they
receive superior service.
Many companies claim to offer great service. At IMG,
we have set a higher industry standard by integrating
independent credentialing services with in-house,
fully owned and operated service divisions. These
accreditations promote continuous improvement
in quality and efficiency while ensuring ongoing
compliance. This allows us to deliver the world-class
service clients deserve. We’ve served over a million
people worldwide in more than 170 countries and
we’re with our clients, wherever they go - bringing
support for all their insurance needs.
International Service Centers
To ensure that we are available when and where
needed, we maintain multiple international service
and assistance centers. From our offices, we provide
administrative support and marketing services to our
international producers, and claims administration
and emergency medical assistance to those living and
traveling worldwide. Our offices offer the benefit of
multiple time zones and services in tune with local
practices.
Single Resource
All IMG service centers are designed to have the
necessary services, staff and capabilities to provide
international service to clients, regardless of their
location. Every department and service division is
integrated on the same proprietary system and in
real-time. One call. One company. We are the single
international resource.
Service Without Obstacles
Working in multiple time zones, languages, and with
numerous currencies are not obstacles for us. We
maintain an international staff for our international
client base. Our claims specialists and multilingual
customer service professionals work seamlessly with
clients in order to communicate without barriers.
We back up what we promise - Coverage Without
Boundaries® that provides Global Peace of Mind.
6
IMG’s Headquarters
Indianapolis, Indiana USA
International Provider AccessSM (IPA)
In addition to our extensive PPO network available
for treatment within the U.S., our proprietary network
of over 17,000 accomplished physicians and facilities
allows clients to access quality care worldwide. Our
direct billing arrangements can also ease the time and
up front expense at select providers.
International Emergency Care
When overseas and a medical emergency occurs,
clients may not be able to wait for regular business
hours. With our on-site physician and registered
nurses, they have 24/7/365 access to highly qualified
coordinators of emergency medical services and
international treatment.
Accessible Technology
Through technology we make it easy for clients to
reach us and vice versa. We provide clients with a
secure member Web site to quickly and easily access
real-time information, view the status of claims and
manage accounts. They also have access to Live Chat
to speak directly to a Customer Care representative
online, and they can easily reach us via email. We will
respond to all inquiries promptly. Of course, the phone
and fax lines are open as well.
Financial Stability
Our globally recognized underwriter, Sirius
International Insurance Corporation (publ), offers
the financial security and reputation demanded by
international consumers. Rated A (excellent) by A.M.
Best and A- by Standard & Poor’s*, Sirius International
shares our vision of the international marketplace
and offers the stability of a well-established insurance
company.
*Ratings are accurate as of the date of print.
The IMG Advantage for You:
Top of the Industry Producer Incentive Programs
Comprehensive Training Programs and Materials
Producer product marketing kit
Producer guide
Product guide
Newsletters
Web site
Webinars
IMG Rewards
For those producers who offer IMG as
the exclusive provider of international
health insurance on their Web site
Earn points based upon the number
of entries
Five levels - Bronze, Silver, Gold and
Platinum, Platinum Elite
Each level provides added incentives
Online Sales and Management Tools - Producer Area
Check on producer & sub-producer’s production
Update information
Order supplies
Provides online sales, service and marketing
support
• Product links and images
• Recruit sub-producers
• Enter an application
• Online application branding
• Customizable Web site content
• Personalized marketing flyers
• Personalized brochures and applications
YourShare®
Unique program offered to Silver,
Gold, Platinum and Platinum Elite
level producers

Assigns sales from IMG’s Web site to
$$$
qualified and participating producers
Opportunity to earn free commission
and build a new network of clients
Builds on IMG’s commitment not to
compete with our producers
Experienced International Marketing Support
Account Managers - Assist with the marketing
service needs of producers
Account Executives - Assist with the development
of producers and their marketing efforts
Missionary, and Marine Specialists - assist
producers in the development of these unique
markets
Internet Account Executives - Assist producers
with Web site development and online marketing
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[
8
Product Portfolio
]
Coverage for individuals & families
Patriot Travel Medical Insurance®
Individual & family – Short-term coverage
available from five days up to two years.
Patriot Travel Medical Insurance
is designed to meet the needs of
international travelers looking for
temporary medical insurance coverage
while travelling outside of their home
country. In addition to medical benefits,
the plan includes coverage for emergency medical
and political evacuation, repatriation, and a choice of
deductibles and plan maximums up to $2,000,000.
There are two plans available: Patriot InternationalSM
provides coverage for U.S. citizens traveling outside
the U.S., and Patriot AmericaSM provides coverage for
non-U.S. citizens traveling outside their home country.
Examples of clients who need Patriot Travel:
Your client is a Mexican citizen and is traveling to
the United States for one month on business.
Your client is a U.S. citizen and is traveling to Panama
on vacation for six weeks.
Your client is a non-U.S. citizen residing in the U.S.
and is returning to his/her home country.
Global Medical Insurance®
Individual & family – Flexible longterm annually renewable plan.
Global Medical Insurance (GMI)
is a flexible, long-term, annually
renewable, U.S.-style major medical
insurance program designed for U.S. citizens living
abroad, and non-U.S. citizens throughout the world.
GMI offers the flexibility to select from an assortment
off our unique benefit plan options – Silver, Gold,
Gold Plus, and Platinum - each with different levels
of coverage. In addition, there are different areas
of coverage available, optional riders, flexible
underwriting methods, as well as multiple deductibles
and modes of payment.
Examples of clients who need Global Medical Insurance:
A U.S. oil company is placing one of its employees
on assignment in Saudi Arabia for the next three
years and needs coverage for him.
A Russian citizen needs lifetime medical coverage
that will not only cover her in Russia, but also
worldwide including the United States.
Patriot Platinum Travel Medical
InsuranceSM
Individual & family – First-class short-term
coverage available from five days up to
three years.
Patriot Platinum SM provides first-class
protection for the discerning international
traveler who wants to obtain the maximum
coverage available in a short-term travel
medical product on the market today. Patriot Platinum
builds upon the core benefits of the Patriot Travel plan
and can provide up to $8,000,000 of coverage with
enhanced benefits and services, including our Global
Concierge & Assistance ServicesSM.
There are two plans available: Patriot Platinum
International SM provides coverage for U.S. citizens
traveling outside the U.S. and Patriot Platinum
AmericaSM provides coverage for non-U.S. citizens
traveling outside their home country.
Examples of clients who need Patriot Platinum:
Your client’s son will be participating in a Doctors
Without Borders program and they want a plan
that will provide him with the most comprehensive
coverage wherever he travels.
A client is traveling to China to assist in setting up a
new telecommunications system. The employer will
be paying for the 10 months of coverage and wants
a plan that not only has highest benefit limits, but
also offers additional assistance services.
Patriot Green Travel Medical
InsuranceSM
Individual & family – Environmentally
conscious short-term coverage available
from five days up to two years.
Patriot Green Travel Medical Insurance is designed
for the environmentally conscious traveler and
provides him up to $2,000,000 of medical coverage
and services. This plan offers the same core benefits
as the Patriot Travel plan, but it also offers eco-friendly
benefits including an Eco Sports Rider covering such
activities as jungle ziplining, wildlife safaris, and cave
tubing. The plan provides for the purchase of carbon
offsets, paying an additional AD&D benefit to an
environmentally conscious organization, and it is
paperless.
9
There are two plans available: Patriot Green
InternationalSM provides coverage for U.S. citizens
traveling outside the U.S. and Patriot Green AmericaSM
provides coverage for non-U.S. citizens traveling
outside their home country.
Examples of clients who need Patriot Green:
Your clients are U.S. citizens traveling to Ecuador and
one of the activities they will be participating in is
jungle zip lining (canopying).
Your client is a U.K. citizen traveling to Africa on a
photo safari. He desires to lessen the effect of his
travel on the environment and offset his carbon
footprint by buying a product that purchases carbon
offsets.
Patriot Multi-TripSM
Individual & family - Short-term coverage
available up to three years for travelers who
take frequent trips throughout the year.
Patriot Multi-Trip is designed for
individuals and families who travel
frequently outside their home country
and/or country of citizenship throughout
the year. The plan offers the ease and convenience
of purchasing an affordable single annual premium
plan that provides coverage for trips up to 30 or 45
days in length for each trip taken during a period of
12 months. The plan provides up to $1,000,000 of
medical coverage and services.
There are two plans available: Patriot Multi-Trip
International provides coverage for U.S. citizens that
take multiple trips annually outside the U.S., and
Patriot Multi-Trip America provides coverage for nonU.S. citizens that take multiple trips annually outside
their home country and/or country of citizenship.
Examples of clients who need Patriot Multi-Trip:
Your client is a U.S. citizen, employed by a company
within the United States, who travels abroad frequently
throughout the year on business, and is covered by an
individual or group medical plan while in the U.S.
A Canadian citizen travels five times a year to the U.S.
to go to his vacation home. He usually takes his family
with him when he travels.
10
Coverage for Groups
GEOSM Group
Groups of two or more members Long-term annually renewable
employer sponsored group insurance.
GEO Group is a comprehensive,
yet cost-effective plan tailored
specifically for employers who
need international group medical coverage for their
employees around the globe. This program offers four
base plan options with a wide range of benefits that
can be customized to suit an employer’s specifications.
This program can provide medical, dental, life,
daily indemnity, and disability income benefits for
employees and their families.
Examples of clients who need GEO Group:
A Chinese company or organization needs to insure
100 employees that reside in China, South Korea and
Thailand.
A U.S. company or organization with a branch office
in Argentina needs to insure their U.S. and Argentine
employees that reside in Argentina.
A U.S. company or organization with 10 branch offices
in Europe, Asia and South America needs to insure all
overseas employees under one group plan.
Patriot Group Travel Medical Insurance®
Groups of five or more members – Shortterm coverage available from five days up
to two years.
Patriot Group Travel Medical Insurance is
designed for groups of five or more nonrelated members looking for temporary
medical insurance coverage while
travelling outside of their home country. In addition
to medical benefits, the plan includes coverage
for emergency medical and political evacuation,
repatriation, and a choice of deductibles and plan
maximums up to $2,000,000. The plan also provides
a 10% discount of the standard Patriot Travel Medical
plan.
There are two plans available: Patriot InternationalSM
Group provides coverage for U.S. citizens traveling
outside the U.S. and Patriot AmericaSM Group provides
coverage for non-U.S. citizens traveling outside their
home country.
Examples of clients who need Patriot Group coverage:
A Russian ballet group is coming to the U.S. for a six week
performance.
An American high school is sending 10 students to
France for two weeks.
Patriot Platinum GroupSM
Groups of five or more members – First-class shortterm coverage available from five days up to three
years.
Patriot Platinum Group provides first-class
protection for groups of five or more nonrelated international travelers who want to
obtain the maximum coverage and most
comprehensive services available in a short-term group
travel medical product. Patriot Platinum Group builds
upon the core benefits of the Patriot Group Travel plan
and can provide up to $8,000,000 of coverage with
enhanced benefits and services including our Global
Concierge & Assistance ServicesSM.
There are two plans available: Patriot Platinum
InternationalSM Group provides coverage for U.S. citizens
traveling outside the U.S. Patriot Platinum AmericaSM
Group provides coverage for non-U.S. citizens traveling
Example of clients who need Patriot Platinum Group:
A large Japanese auto company is sending a group
of its top level executives to the U.S. for a week-long
conference. The company wants to provide the toptier coverage to their employees on their short-term
international trip.
A group of senior citizens is taking a cruise to the
Bahamas for one week, and they require top-of-theline medical coverage outside the U.S. where Medicare
will not cover them.
Patriot Green GroupSM
Groups of five or more members –
Environmentally conscious short-term
coverage available from five days up to
two years.
Patriot Green Group is designed for groups of five or more
non-related environmentally conscious international
travelers and provides them up to $2,000,000 of medical
coverage and services. This plan offers the same core
benefits as the Patriot Group Travel plan, and it also
includes eco-friendly benefits including an Eco Sports
Rider, covering such activities as jungle zip lining, wildlife
safaris, and cave tubing. It also provides for the purchase
of carbon offsets, paying an additional AD&D benefit
to an environmentally conscious organization, and it is
paperless.
There are two plans available: Patriot Green
InternationalSM Group provides coverage for U.S. citizens
traveling outside the U.S. and Patriot Green AmericaSM
Group provides coverage for non-U.S. citizens traveling
Examples of clients who need Patriot Green Group:
An environmental club at a local university will be
travelling abroad and wants to purchase a paperless
product that purchases carbon offsets and offers an
AD&D benefit to another environmentally conscious
organization.
A group of 10 environmentally conscious travelers are
going to Costa Rica as part of an eco-friendly vacation.
They want to ensure they can purchase the eco-sports
rider for when they take part in activities such as
hiking, zip lining, and kayaking.
Patriot Multi-TripSM
Group Groups of five or more members - Shortterm coverage available up to three years for
travelers who take frequent trips throughout
the year.
Patriot Multi-Trip Group is designed for
groups of five or more people who travel
frequently outside their home country
and/or country of citizenship throughout the year. The
plan offers the ease and convenience of purchasing an
affordable single annual premium plan that provides
coverage for trips up to 30 or 45 days in length for
each trip taken during a period of 12 months. The plan
provides up to $1,000,000 of medical coverage and
services.
There are two plans available: Patriot Multi-Trip
International Group provides coverage for U.S. citizens
that take multiple trips annually outside the U.S., and
Patriot Multi-Trip America Group provides coverage for
non-U.S. citizens that take multiple trips annually outside
their home country and/or country of citizenship.
Example of clients who need Patriot Multi-Trip Group:
Doctors Without Borders sends its doctors on short
two week overseas trips throughout the year for
volunteering purposes.
A restaurant chain sends an opening crew around the
world for 20 days per trip six times a year.
11
Coverage for Students, Scholars, Faculty and
Cultural Exchanges
Patriot Exchange ProgramSM
available from one month up to four years
for educational and cultural exchange
programs.
Patriot Exchange is designed for
international travelers, and their families,
actively engaged or participating in
educational or cultural exchange programs.
There are two plan options: The Standard Plan meets
the J1 Visa requirements and provides coverage
that includes medical benefits, international
emergency care including emergency medical &
political evacuation, repatriation, and a choice of
optional coverage enhancements. The Basic Plan is
a more economical plan with essential travel medical
coverage.
Example of a client who needs Patriot Exchange Program:
A British student will be studying at a U.S. university
for a four year engineering program.
A U.S. student is attending a three month language
program.
Patriot Group Exchange ProgramSM
Groups of two or more members - Shortterm coverage available from one month
up to four years for groups of educational
and cultural exchange programs.
Patriot Exchange Group is designed for
groups of two or more international
travelers, and their families, actively
engaged or participating in educational or cultural
exchange programs.
There are three plan options: The Standard Plan
meets the J1 Visa requirements and provides
coverage that includes medical benefits, international
emergency care including emergency medical &
political evacuation, repatriation, and a choice of
optional coverage enhancements. The Basic Plan is
a more economical plan with essential travel medical
coverage. The Long-Term Annual Plan has the
flexibility to be tailored to meet specific needs of each
program and can be renewed annually.
12
Examples of clients who need Patriot Group Exchange
Program:
An American high school French club is traveling to
Paris for a month long cultural immersion program.
A group of Chinese university students is coming to
the U.S. as summer interns.
Student Health AdvantageSM
Individual or groups of two or more
members- Long-term coverage available
from one month up to five years for
educational programs.
Student Health Advantage is designed to
meet the needs of international students,
scholars, and faculty, their families,
and groups of two or more involved in long-term
educational programs. In addition to meeting the
requirements of the J1 Visa, this plan includes benefits
for maternity, mental health and organized sports.
After a period of 12 months, pre-existing conditions
will be covered as well.
Examples of a client who needs Student Health
Advantage:
An Asian student is coming to the United States to
attend four years of college.
A U.S. student will be studying abroad on a Rhodes
Scholarship.
Global Educators Medical (GEMSM)
Long-term educational group plan.
GEM is a competitive group medical
plan designed to meet the special
needs of international educators.
GEM
provides
comprehensive
medical coverage for full-time staff
and administrators of international schools around
the world.
Examples of clients who need GEM:
American International School in Mumbai with 20
expat employees and 15 local nationals.
International school in Shanghai with five U.S.
citizens and 10 British citizens on staff and faculty.
Trip protection coverage for individuals & families
Patriot T.R.I.P.®
Individual & family - Travel protection program.
Patriot T.R.I.P. helps protect travelers who are
unable to travel or are interrupted during their
covered trip due to circumstances, such as a
sudden and unexpected illness or injury, death
in the family, jury duty, job layoff, terrorism or
the bankruptcy of the tour operator, cruise line
or airline. Benefits also include coverage in the
event of travel and baggage delay, lost baggage, emergency
medical expenses, emergency medical evacuation and more.
Example of a client who needs Patriot T.R.I.P.:
Your client and his family will be spending three days in
Florida before taking a three day Caribbean cruise.
Patriot T.R.I.P. Elite
Individual & family - First-class travel protection
program.
To provide superior protection for a picture
perfect vacation, there is Patriot T.R.I.P. Elite,
a premier travel insurance program. Patriot
T.R.I.P. Elite offers a high level of benefits
to travelers who need more coverage than
provided by the Patriot T.R.I.P. program. The
program has increased benefit amounts for emergency
medical, emergency medical evacuation, travel delay,
baggage, trip interruption and has a benefit for violent
attacks.
Example of a client who needs Patriot T.R.I.P. Elite:
A high-end traveler is going on a 14-day European cruise.
Patriot T.R.I.P. Essential
Individual & family – Essential travel protection
program.
Patriot T.R.I.P. Essential provides the basic
travel insurance protection for a picture
perfect vacation. This program is designed
for travelers who are concerned about their
budget and need basic coverage for those
unforeseen circumstances that may force
the cancellation or interruption of a covered trip. Patriot
T.R.I.P. Essential offers the essential level of benefits for trip
cancellation and interruption, travel and baggage delays,
and emergency medical treatment.
Example of a client who needs Patriot T.R.I.P. Essential:
A young professional needs basic trip protection for his 10-day
French trip.
Patriot T.R.I.P. Student
Individual & family - Travel protection program
for students.
Patriot T.R.I.P. Student is a budget-conscious
travel insurance program designed to provide
important benefits to students for many of
those unforeseen circumstances that may
force the cancellation or interruption of a
covered trip. This program also includes
coverage for trip cancellation or interruption travel and
baggage delay, lost or stolen baggage, emergency medical
expenses and emergency medical evacuation.
Example of a client who needs Patriot T.R.I.P. Student:
A college student will be spending two weeks in Brazil
conducting a study for a research project.
Specialty coverage
Patriot AdventureSM
Individual & family - Short-term medical
coverage available from 30 days up to six
months for adventure sports enthusiasts.
Patriot Adventure is designed for the
adventurous international traveler. It provides
benefits for those traveling abroad who also
intend to participate in non-contact amateur
athletic activities and a select group adventure
sports.There are two plans available: Patriot Adventure
InternationalSM provides coverage for U.S. citizens traveling
outside the U.S. and Patriot Adventure AmericaSM provides
coverage for non-U.S. citizens traveling outside their home
country.
Example of a client who needs Patriot Adventure coverage:
A college student is spending the summer in Europe
where he will be spending his time mountain biking.
Sky RescueSM
available from three to twelve months for those
needing emergency care & services.
Sky Rescue is designed for individuals and
family members traveling outside their home
country. It provides international emergency
services, including emergency medical &
political evacuation, repatriation, reunion and
return of mortal remains combined with international travel
assistance services. The plan may be purchased for three
months, six months or 12 months.
Examples of clients who need Sky Rescue:
A German adventurer is going to Africa, he already has
a medical insurance plan, but needs emergency services
coverage.
13
Global Crew Medical Insurance®
Individual & family – Flexible long-term
annually renewable plan for marine
captains and crew.
Global Crew Medical Insurance (GCMI)
is designed for marine professionals,
and offers the flexibility to select from an assortment of four
unique benefit plan options – Silver, Gold, Gold Plus, and
Platinum - each with different levels of coverage. In addition,
there are different areas of coverage available, optional riders,
flexible underwriting methods as well as multiple deductibles
Examples of a client that needs GCMI:
Luxury yacht captain.
A crewman that works and lives on a commercial or
private ocean sailing vessel.
Owner/Operator of a private yacht.
International Marine Medical InsuranceSM
Groups of two or more members Long-term annually renewable group insurance
for professional marine crew.
Global Mission Medical Insurance
(GMMI) is a flexible, long-term, annually
renewable, U.S.-style major medical
insurance program designed for U.S. citizens living abroad,
and non-U.S. citizens throughout the world.
GMMI offers the flexibility to select from an assortment of
four unique benefit plan options – Silver, Gold, Gold Plus, and
Platinum - each with different levels of coverage. In addition,
there are different areas of coverage available, optional riders,
flexible underwriting methods, as well as multiple deductibles
Example of a client that needs GMMI:
A U.S. missionary and his family will be living overseas
and need to secure worldwide medical insurance and do
not have access to a group insurance plan
Outreach Travel Medical InsuranceSM
available from five days up to two years.
International Marine Medical Insurance (IMMI) is
designed specifically to provide comprehensive
medical insurance to groups of professional
marine crew by offering continuous coverage
worldwide. IMMI provides $1,000,000 of
coverage per certificate period with a full range of benefits.
Group members will be covered worldwide, including their
country of citizenship, 24 hours a day.
The Outreach product addresses the medical
insurance needs of U.S. citizens and non-U.S.
citizens who need temporary medical insurance
for church or mission related travel anywhere
outside of their home country. Coverages
include Emergency Medical Evacuation,
Repatriation, and your choice of deductible and policy limits.
Examples of a client that needs IMMI:
Example of a client that needs Outreach:

A group of church volunteers raveling to Mexico with
Habitat for Humanity.
Chartered yachts.
Corporations that own a company yacht.
Privately owned yachts that have a full-time crew.
Commercial vessels (tankers, cargo containers, etc.).
CrewSelect InternationalSM
Individual & groups of two or more
members- Long-term annually renewable
group insurance for professional marine
crew.
CrewSelect International is a comprehensive and portable
international medical insurance plan designed specifically
for professional marine crew. The plan is offered in three
currencies: Euro, GBS and U.S. Dollars. This plan is preferred by
professional brokers and marine crew because of its European
plan design and flexibility of currency.
Example of a client who needs CrewSelect:
Professional Crewmen that work and live aboard a
commercial or private ocean sailing vessel.
Owner/operator of a private yacht.
14
Global Mission Medical InsuranceSM
Individual & family - Flexible long-term
annually renewable plan for missionaries.
MP+International®
Long-term annually renewable group plan.
MP+International is designed specifically to
provide comprehensive medical insurance
to missionary groups by offering continuous
coverage when overseas and back in the
U.S.on furlough or deputation.
Example of a client that needs MP + International:
A Mission sending organization employs career
missionaries all over the globe and they wish to provide
those missionaries with worldwide medical coverage.
[
Global Medical Insurance
Optional Benefits
]
15
Global Term Life InsuranceSM
Eligibility
An individual that purchases a Global plan and is between
the ages of 31 days and 69 years is automatically eligible
for Global Term Life Insurance.
Global Term Life Insurance
Age
Principal Sum
(Per unit. Maximum 2
units for age
19 to 64)
31 days - 18
$5,000
19-29
$75,000
30-39
$50,000
40-44
$35,000
45-49
$25,000
50-54
$20,000
55-59
$15,000
60-64
$10,000
65-69
$7,500
Accidental Death &
Dismemberment
Included with Global Term Life
Insurance
Accidental Loss
of Life
Principal
Sum*
Accidental Total Loss Principal
of 2 Members**
Sum*
Underwriting
Global Daily Indemnity is available with no additional
underwriting. Simply complete and return the application
and pay the appropriate premium.
Premium
Global Daily Indemnity is available for an additional
annual premium of $100 per unit.
Age
31 days - 69 years
(only available between these ages up to two units)
$100 per day
50% of
Accidental Total
Principal
Loss of 1 Member**
Sum*
*Benefit based on age at time of death.
** “Member” means hand, foot or eye.
Other Optional Riders
Maternity
(Silver, Gold, Gold Plus
plan options)
Terrorism
Underwriting
This plan is available with no additional underwriting
beyond initial enrollment in a Global plan. Simply
complete and return the appropriate premium with the
application.
Premium
Global Term Life Insurance is available for a standard
annual premium of $240 for the first unit and $180 for
the second unit.
16
Principal Sum
(Platinum plan option)
Sports
(Platinum plan option)
$50,000 lifetime maximum, $5,000
maximum for normal delivery, $7,500 for
C-section (Newborn covered for first 31 days only
without additional premium.)
$50,000 lifetime maximum
$25,000 lifetime coverage for
some adventure sports including
mountaineering, parachuting, and
whitewater rafting
(Refer to Certificate Wording for a comprehensive list)
Global Group
Global Daily Indemnity
Global Group is a flexible group option available for
two or more individuals or families that allows them to
choose a plan design that best fits their own needs.
Benefit
The plan pays $100 for each required overnight stay in a
hospital. Hospital expenses must be covered by the Global
plan. Hospital stays during pregnancy are not eligible
for Global Daily Indemnity benefits. Life and health
insurance reduces the burden of unforeseen financial
liabilities due to an illness or accident. Unfortunately,
obligations and bills continue even during a hospital
stay. Global Daily Indemnity is an excellent way to offset
these expenses and is available up to two units.
Highlights
Each group member has their choice of deductible,
plan design (Silver, Gold, Gold Plus, or Platinum),
optional riders, and coverage area
Plan is portable to the member if he/she leaves the
group
Administrator chooses contribution amount (0100% of the premium)
Designed for
Groups that don’t meet our other group plan
guidelines
Group members that need the individual plan
flexibility
Global Senior Plan®
Eligibility
Individuals with a Global plan prior to their 65th birthday who maintain continuous coverage to age 75 are eligible for
this plan.
Enrollment
Individuals will be sent a conversion letter prior to their 75th birthday. The letter will include instructions for converting
coverage to the Global Senior Plan.
Coverage
Coverage is outlined in the Schedule of Benefits below. The Global Senior Plan will protect you worldwide, while
allowing you to choose the hospital for treatment of eligible illnesses and accidents.
MEDICAL INSURANCE
BENEFIT
Subject to deductible and coinsurance
Coverage Area
Worldwide
Maximum Limit per Individual
$100,000 Per Period of Insurance - $1,000,000 Lifetime
Deductible per Individual
$5,000
Hospitalization: Semi-private room and board • Nursing services •
Prescription medication • Physician charges • Diagnostic and laboratory
testing • X-rays • Chemotherapy and radiation • Durable medical equipment•
Treatment, services and supplies routinely provided
$400 per day - 60 day maximum
Intensive Care Unit
$800 per day - 60 day maximum
Surgery: Surgical care • Second surgical opinion • Anesthetics • Physician
charges for surgery • Treatment, services and supplies routinely provided
URC up to Maximum Limit
Out-patient: Emergency treatment of illness or injury • Surgery •
Rehabilitative treatment • Treatment, services or supplies routinely provided
URC - only available after a related in-patient hospital confinement
In-patient Physical Therapy Limited to 1 visit per day
$50 maximum per visit
Eligible Medical Expenses
URC up to Maximum Limit
Local Ambulance
$2,500 per period of coverage
Wellness: Females: Routine physicals • Mammogram, ob/gyn visit, etc.
(exams must be separated by 12 months) Males: Routine physicals (exams
must be separated by 12 months)
$250 per period of coverage
not subject to deductible or coinsurance
Transplants: Limited to certain transplants and covered only within
designated transplant facilities that are members of IMG’s independently
contracted PPO network
Up to Maximum Limit
Return of Mortal Remains
Up to $25,000
Pre-existing Conditions
$50,000 lifetime - maximum of $5,000 per period of coverage
Dental Emergency
Up to $100
Extended Care Facility and Home Nursing Care Services
Limited to 30 days per period of coverage
URC
In-patient Hospice Care
Limited to the first 30 days of confinement
URC
17
[
18
Patriot Travel Series Application &
Procedures / Guidelines
]
In-house Application Procedure Guidelines for
Short-term Travel Products
Online Application Procedure Guidelines for
Short-term Travel Products:
General Processing of Applications:
The application process is initiated online by the
producer or applicant.
Application and proper payment are received. The
application is date stamped and imaged when
received by IMG.
Certificate Holder Services verifies the date of
birth, requested effective date and the premium
calculation.
Certificate Administration enters information in the
system and deposits the check or debits the credit
card for payment of premium.
The short-term travel products are automatic issue
and require no medical underwriting. However, if
improper premium and/or authorization is received,
or the applicant does not meet the eligibility
requirements, the application will not be processed.
In both cases the application is returned to the
applicant or producer.
A fulfillment kit is processed by Certificate
Administration and mailed to the insured’s address
listed on the application. The fulfillment kit includes
a Declaration of Insurance, an IMG Identification
Card, IMG contact numbers, Claim Form, visa letter
and an insurance certificate containing a complete
outline of the Certificate Wording (online fulfillment
and express mail are also available).
The short-term products are automatic issue and
require no medical underwriting. However, if the
applicant does not meet eligibility requirements or
invalid credit card information is entered, the online
application process will be terminated.
During the application process the applicant
will request the fulfillment method they prefer:
online, standard or express mail. The online
fulfillment method will be sent within 10 minutes
of the application being submitted, or mailed to
the insured’s address listed on the application
within 24 to 48 hours. The fulfillment kit includes a
Declaration of Insurance, an IMG Identification Card,
IMG contact numbers, Claim Form, visa letter and an
Insurance Certificate containing a complete outline
of the Certificate Wording.
Approximately 30 and 15 days before expiration,
notification is sent to the insured. Coverage for
some short-term products may be renewed (see the
Certificate Wording for more details). The original
writing producer will automatically receive credit.
Approximately 30 and 15 days before expiration,
notification is sent to the insured. Coverage for
some short-term products may be renewed (see the
Certificate Wording for more details). The original
writing producer will automatically receive credit.
19
[
20
Global Series Application &
Procedures / Guidelines
]
In-house Application Procedure Global Products
General Processing of Applications:
Application is received from the producer with
the appropriate premium. The application is date
stamped when received by IMG.
Note: Applications must be processed, approved and
have an effective date within 30 days of the date of
signature.
Application is imaged and sent to Certificate Holder
Services. This is done to eliminate confusion even if
the application is specifically addressed.
Information from the application is entered in the
system and an electronic file is created. This allows
the application to be tracked throughout the office.
Certificate Holder Services processes the imaged
application and forwards it to Underwriting.
Underwriting reviews the application for
completeness and any medical conditions. The
following procedures apply to each situation:
Complete application and no medical
conditions: The application is approved and
sent to Premium Accounting. (Note: upon
receipt of a Platinum plan option application, we
immediately contact the applicant via telephone
to welcome them to the Global Platinum family,
and to review the application and to make sure
all information received is correct.)
Incomplete application: The information
needed is noted and a request for full
information is sent to the producer. The means
of communication is according to the producer
profile.
Medical conditions on the application:
Procedures are outlined in regards to the severity
of the condition. If the condition is within the
underwriting guidelines, the application is
approved. If necessary, IMG’s Medical Director
will review the file with Underwriting and
determine if the application can be approved.
Once all information has been received, the
application will be reviewed in its entirety by an
Underwriter who will do one of the following:
Approve as standard issue, Approve with an
Exclusionary Rider, Approve with the Flexible
Underwriting Rider, Approve with a Pre-existing
Conditions Rider (Platinum plan option), or Decline.
Approved applications (standard issue): The
imaged application is returned to Premium
Accounting to secure the premium. Once
premium is secured, the status is changed to
“S”(Sold). Coverage is in force from the effective
date approved by Underwriting.
Approved with and Exclusionary Rider:
The Exclusionary Rider is sent to the producer
and applicant. This rider excludes (a) specific
condition(s). The rider must be signed by the
applicant, dated and returned to our office.
Once received, the imaged application and
signed rider will besent to Premium Accounting
to secure premium. Once premium is secured,
the status is changed to “S” (Sold). Coverage
is in force from the effective date approved by
underwriting.
Approved with Flexible Underwriting Rider:
This rider allows acceptance of an application
which may have been declined in the past. The
rider excludes any condition that exists on or
prior to the effective date. Once the insured
remains symptom, advice and treatment free for
a period of 24 consecutive months, pre-existing
conditions will be covered up to $5,000 per Period
of Insurance with a $50,000 Lifetime Maximum.
The Flexible Underwriting Rider Option requires
an additional annual Administration Fee. The
rider is sent to the producer and applicant. The
rider must be signed by the Applicant, dated
and returned to our office. Once received, the
imaged application and signed rider will be sent
to Premium Accounting to secure premium.
Once premium is secured, the status is changed
to “S”(Sold). Coverage is in force from the
effective date approved by Underwriting.
For all conditions: The application will be held if
additional information is needed. Underwriting
will contact the applicant and may have the
Marketing Account Manager call the producer to
get the needed information.
21
Approved with a Pre-existing Conditions Rider
(available on Platinum plan option): This rider
is placed on Platinum applicants that are not
approvable on the “standard” basis, which on the
Platinum plan option provides for no exclusions for
pre-existing conditions. This rider places a 24 month
exclusion on all pre-existing conditions, followed by
limited coverage of $5,000 per Period of Insurance
with a $50,000 Lifetime Maximum. The rider is sent to
the producer and applicant. The rider must be signed
by the applicant, dated and returned to our office.
Once received, the imaged application and signed
rider will be sent to Premium Accounting to secure
premium. Once premium is secured, the status is
changed to “S” (Sold). Coverage is in force from the
effective date approved by Underwriting.
Declined Applications: The producer is
notified of the declined application prior to the
applicant receiving any correspondence from
IMG. The decline letter is sent to the applicant
with the full refund of premium. Copies of all
correspondence are then forwarded to the producer.
Note: If premium is to be secured by a credit card and
that card is declined, the applicant and producer are
notified and the status of the application is changed to
“DP” (Declined Payment).
A fulfillment kit is processed for each insured.
These kits include a Declaration of Insurance, an
IMG identification card, an introductory letter
explaining guidelines and pre-existing conditions
coverage, a Claim Form and Certificate Wording.
This kit is mailed to the selling producer. For those
applications that are completed online, the kits will
be sent directly to the insured. All requests from the
insured for express mailing will be charged the
express mailing fee of $25.00. This amount should
be included if paying by check. If paying by credit
card, written authorization from the card holder to
charge this additional amount is needed.
Commissions are paid on the 10th of the month for
the previous month’s earned premium.
Monthly, Quarterly and Semi-Annual payments:
Premium due is automatically charged on the due
date for these modal payment types. If any of
these modal payments is chosen, payment must
be secured with a credit card. The credit card
number is kept on file. If the credit card declines
when payment is due, the producer and the insured
are notified and asked to provide new credit
22
card information and authorization. If this is not
made available, the application will lapse for nonpayment and a notice of termination will be mailed
to the insured and producer.
Renewals: A renewal form will be sent 60 and 30
days before the expiration of the Global certificate.
Renewal information is sent to both the producer and
the insured via standard mail and email. Renewals
are not automatic, but they are not medically
underwritten. When a renewal form is received, it is
imaged and reviewed for renewability. If eligibility
is maintained and the correct premium is received,
the renewal is approved, premium is secured and
the status is changed to “SR” (Sold, Renewed). A
new fulfillment kit is then mailed to the insured. Any
non-U.S. citizen residing in the U.S. at the time of
renewal, with the intent of remaining in the U.S. for
at least six (6) of the next 12 months must provide
an “Affidavit of Eligibility.” Note: The ID card does not
expire. A new card is not included in the renewal kit.
Online renewal: If a client’s renewal date is within
60 days, he/she may view renewal documents as
well as complete and submit the renewal form
electronically by going to www.imglobal.com,
clicking on the Client Resources section and then
clicking on Renewal Information. The certificate
number, date of birth and effective date will be
needed.
Cancellation: In order to cancel Global Medical
Insurance, the actual certificate holder must send a
request for termination in writing to IMG. The date
of cancellation will be the date requested or the
date the written cancellation request is received by
IMG, whichever is later. The request will be imaged,
reviewed and processed according to the Certificate
Wording. Any refund will be based upon a specified
short-rate table. The status is changed to “ST” (Sold,
Part Terminated). Refunds will be issued within
four to six weeks. Cancellation refunds are issued
in the manner original premium was received (i.e. –
paid by credit card, refunded by credit card; paid by
check, refunded by check).
Reinstatement: At times, circumstances will dictate
that an IMG certificate will lapse for various reasons.
In these situations, a certificate may be eligible for
reinstatement. In order to reinstate a certificate, we
need the following:
A written request for reinstatement.
The renewal form, if the certificate lapsed at renewal.
A completed reinstatement application.
A written statement giving full details of any claims
incurred by the Insured Person since the termination
date.
Payment of all premiums due. Reinstatement isthe
only option for an individual applying within 12
months of the previous certificate. Upon receipt of
the above information, it is reviewed by Underwriting
and subject to the same Underwriting requirements
as New Business.
Reinstatement is at the sole discretion of IMG.
Underwriting and Administration
Underwriting
The underwriting process for Global products is initiated
once IMG receives a satisfactorily completed Global
application. Two sections of medical questions are asked
on the application and determine an applicant’s approval
for coverage:
Plan eligibility is based on the answers to the
following questions:
Are you or any other applicant currently disabled,
or unable to perform normal activities?
Are you or any other applicant presently
hospitalized, or scheduled for or in need of
hospitalization or surgery?
Have you or any other applicant ever tested
positive for, been diagnosed with, or been
treated for Acquired Immune Deficiency
Syndrome (AIDS), AIDS Related Complex
(ARC), Lymphadenopathy Syndrome, Human
Immunodeficiency Virus (HIV) or any other
Immune System Disorder?
Have you or any other applicant ever had, been
recommended to have, or are you currently on a
waiting list for any organ transplant (other than
corneal)?
Do you participate in professional sports?
If any of these questions are answered “Yes,” the
Applicant does not qualify for Global Medical Insurance.
Have you or any other applicant been diagnosed
with or treated for any type of cancer or precancerous condition during the past (5) years?
If a non-U.S. citizen, do you or any other applicant
have a U.S. visa or green card?
If a non-U.S. citizen, have you or any other
applicant resided continuously in the U.S. for the
last five (5) years?
Are you or any other applicant currently
pregnant?
If any of these questions are answered “Yes,” the Applicant
may not qualify for Global Medical Insurance.
Additional medical questions are asked as an aid in
defining pre-existing conditions and disability. The
answers to these questions may affect acceptance
into the plan.
Note: It is essential that applicants understand the importance
of accurate answers to these medical questions. Nondisclosure of medical conditions will result in denial of claims
and possible rescission of the Certificate. Most commonly
requested information:
Full details including treatment dates, diagnosis,
prognosis, name, address and phone number
of attending physician; and present course
of treatment should always be included if an
applicant answers “Yes” to certain questions on
the Global Medical Insurance Application.
Attending Physician’s Statement
A physical exam may be requested at the
underwriter’s discretion.
Effective Date
Coverage commences on the date of approval by IMG,
the requested effective date (and approval by IMG), or
the date the applicant departs the U.S., whichever is later.
In addition, a signed Affidavit of Eligibility is required (see
sample on pg. 25) for all non-U.S. citizens who are in the
U.S. at the time of application, and who do not plan to
depart the U.S. within 30 days.
Note: The approval of an application and subsequent issuance
of an effective date of coverage is generally within 5-7 business
days upon receipt of a satisfactorily completed Global Medical
Insurance Application with premium.
23
Termination
Coverage ends on the earliest of:
The end of the period for which premium was paid;
or
The termination date shown on certificate; or
The date the insured no longer meets eligibility
requirements; or
The attainment of age 75; however, individuals who
enrolled for coverage prior to their 65th birthday
and maintain continuous coverage until their 75th
birthday will be offered the Global Senior Plan. The
Global Senior Plan is available to individuals who
hold certificates with an initial effective date during
or after 1995; or
The date IMG elects to cancel all insured persons
of the same sex, age, class, or geographic location
(following 30 days advance notice).
Pre-existing Conditions Clause
The Silver, Gold and Gold Plus plan options provide a
$50,000 lifetime benefit for eligible pre-existing conditions
that existed at or prior to the effective date, subject to a
maximum of $5,000 per period of coverage after coverage
has been in effect for 24 continuous months. This benefit is
payable whether or not you have received consultation or
treatment for the condition(s) during the 24-month period
of continuous coverage.
The following illnesses which exist, manifest themselves, or
are treated or have treatment recommended prior to, or
during the first 180 days of coverage from the initial effective
date are considered pre-existing conditions and are subject
to the waiting period and other limitations of coverage
described above: acne, asthma, allergies, tonsillectomy,
back conditions, adenoidectomy, hemorrhoids or
hemorrhoidectomy, disorders of the reproductive system,
hysterectomy, hernia, gall bladder or stones and kidney
stones, any condition of the breast, and any condition of
the prostate.
On the Platinum plan option, conditions that are fully
disclosed on the application and have not been excluded or
restricted by a rider will be covered thes ame as any illness.
Conditions, including any complications therefrom, that are
not fully disclosed on the application will not be covered.
24
Pre-existing Condition Definition: Any Illness, Injury
or Mental or Nervous Disorder that, with reasonable
medical certainty, existed on or at any time prior to the
Initial Effective Date of this insurance, whether or not
previously manifested or symptomatic, diagnosed, treated
or disclosed on the Application or on any Claim Form or
otherwise, including any chronic, subsequentor recurring
complications or consequences associated there with or
arising or resulting therefrom.
25
[
26
Renewal Information
]
Renewals
Patriot America and Patriot International
plans that are purchased with an initial period of
coverage of less than one month are not renewable.
These plans may be rewritten for a new period
of coverage. A new deductible and pre-existing
condition clause will apply for each new period of
insurance. Certificate holders with non-renewable
plans will receive expiration notices along with
new applications. These documents are sent 30
days prior to the termination date to the insured’s
address on the original application. The insured
simply returns the appropriate premium and
completed application to IMG prior to termination.
Patriot America and Patriot International plans that
are purchased initially with a one month period of
coverage or greater may be renewed for up to 24
months (36 months for Patriot Platinum and Patriot
Multi-Trip) of total coverage. Renewal forms are sent
to the insured who purchased Patriot America and
Patriot International plans with an initial period of
coverage of one month or greater. These documents
are sent 30 days prior to the termination date to the
insured’s address on the original application. The
insured simply returns the appropriate premium
and the completed renewal form to IMG prior to
termination, or submits the renewal form online
with appropriate premium prior to termination.
Online Renewal: If a client’s renewal date is within
60 days, he/she may view renewal documents and
complete and submit the renewal form electronically
by going to www.imglobal.com, clicking on
the Client Resources section, then clicking on
Renewal Information. The client may also renew
through MyIMG if he/she has an account set up.
Note: these options are not available after your
renewal date has passed.
GEO Group and GEM products are annually
renewable. Renewal notices are sent to the broker
and group within 45 days prior to the anniversary
date.The group receives a package containing the
renewal proposal and a listing of all individuals
currently on the plan.
Global Medical Insurance is annually renewable.
Renewal notices are sent to the insured and
broker 30-60 days prior to the termination date.
The insured receives a package containing a
cover letter explaining the renewal procedure,
a form to renew the optional Term Life and
Daily Indemnity plans and the Global Medical
Insurance renewal form with premium information.
27
[
28
Internet Marketing
]
Internet Access Information
Web site Address
www.imglobal.com
Email Address
[email protected]
Producer Area
The Internet has become an important marketing tool for
IMG and we want to help make it an excellent marketing
tool for you as well. There are several ways we can help you
increase your marketing efforts online.
Internet Information
If you are a new producer with IMG, you need to visit our
Web site and get access to our Producer Area. Our Producer
Area is filled with online resources to assist you in offering
IMG’s products (see examples below). Please follow these
steps to request access to the IMG Producer Area:
Go to www.imglobal.com/producer At the bottom of the page click the link that says
New User Registration.
Enter your producer number and primary
email address in order to receive an email with
instructions and a link to register for online access
to the Producer Area.
IMG will approve your request for the Producer Area
access. You may then perform online transactions
and access an array of online tools.
Tools available with Producer Area access:
Order Supplies: Order brochures, producer kits or
make special requests.
Edit My Profile: Change your email address and
password.
List My Current Production: View both online
and offline production for the last two years;
download spreadsheets in Excel, CSV or text format.
Customizable search makes it easy to find the
information that need you need fast.
List Current Production for All My Sub-Producers:
View production for recruited sub-producers;
download spreadsheets in Excel, CSV or text format.
Sub-Producer Contract List: View all the information
for recruited sub-producers. Production totals and
contact information.
Activate Affiliate Status: By registering your URL,
you gain access to the tools that link your Web site
to IMG.
IMG’s Online Agency: Recruit sub-producers online
and then allow your sub-producers without a
website to perform transactions through your Web
site.
Generate a Quote: Generate a Proposal or perform
a transaction online.
Affiliate linking: Link to IMG’s SelectaPlan by
choosing a banner or text link or by using a
descriptive HTML product page from the IMG
Affiliate Area
Update information: Update the information that
appears on your co-branded SelectaPlan and your
personalized PDF brochures and applications
Customize Application Pages: Build a co-branded
store front to match the look and feel of your Web
site
Personalized PDF brochures, applications and
marketing flyers
Online supply order form and Forms Library
You can enhance your Web site by adding IMG product
information in the form of a banner or text link to your cobranded SelectaPlan, or adding a descriptive product page
to your Web site. This will allow your clients to apply for
coverage quickly online and will provide you with an email
when a client purchases online.
How does it work? Once you have placed an affiliate link
on your website, your clients will be able to purchase online
through your Web site using our co-branded SelectaPlan
system. The client will see your name and logo in the top
left corner of the page so it will appear that they are still at
your Web site.
How do I track my online sales? You will receive an email
notification of this online application for your own records.
These can also be tracked in the Affiliate Area where you will
find an option to view Affiliate Reports. In this area, you will
be able to view all activity from your affiliate links including
your total clicks and total sales.
29
What is the IMG Online Agency
Allow agents without their own Web sites to
transact quoting and purchasing through your
General Agency Web site
Recruit, service and contract agents throughout
the U.S. and around the world via the Internet
SelectaPlan
The SelectaPlan is the fast and easy way to find the most
appropriate international major medical or travel plan
online. Clients can simply enter their age, gender, country of
citizenship and length of coverage and the IMG SelectaPlan
will calculate a range of plans and premiums from which
to choose. In most cases, the client will be able to purchase
his/her coverage quickly online via IMG’s secure server.
Commissions: You will receive standard commissions
on business processed through the SelectaPlan.
Tracking: Each producer has a unique URL, Uservar,
to use when linking to IMG’s secure transaction
page. This unique URL identifies traffic from your
Web site so you receive the proper credit when a
transaction is made.
Confirmation of sale: You will receive an email
everytime a transaction originates from your
link. This email will summarize the details of each
transaction as the purchases are made .
Affiliate report: View hits from your SelectaPlan,
the number of online transactions, total premiums,
the time of your last visitor and the time of the last
completed online transaction.
View transactions: View all of your online
transactions; download spreadsheets in Excel
format.
30
Affiliate linking: Link to IMG’s SelectaPlan by
choosing a banner or text link or by using a
descriptive HTML product page from the IMG
Affiliate Area.
Manage your profile: Update the information that
appears on your co-branded SelectaPlan and your
personalized PDF brochures and applications.
SelectaPlan options: Build a co-branded store front
to match the look and feel of your Web site.
www.tripresource.com
This Web site is provided by IMG to assist clients with a wide
variety of travel information and links. You can link your
Web site to Trip Resource to further assist your clients.
[
Internet Guide
]
31
Are You Using the Internet to Market Your
Products or Company? Or Is the Internet
Using You?
This guide is divided into sections and is listed in
numerical order of importance.
Step 1: Register a Domain Name
A Domain Name is also known as your dot com
name, your URL, or your Web site address.
The first step to establishing a Web presence is to
choose a domain name. You should only register
your new domain name with a company accredited
by the Internet Corporation for Assigned Names and
Numbers (ICANN). You can check the availability of
names at any of the below accredited registrars. If the
domain name you have chosen is unavailable, you
will be given a list of similar domain names that are
currently available. It’s a good marketing practice to
register a new domain name similar to your company
name or marketing name. There are various extensions
that can be used for a domain name, but in our opinion
it’s best to choose a domain name with the .com
extension. Even if you are not ready to create a Web
site, we suggest you buy a domain name that is the
best match to your company name. By buying your
domain name early, you prevent others from using
the domain name that you might want to use later,
and you can choose to include email service when
purchasing your new domain name.
Many people who are new to the Internet get free
email services from companies like HotMail, Yahoo,
and Google. For personal email address they are fine,
but if you want to project a professional appearance
and look like a stable company we suggest that you
get an email address that the last half is not @gmail.
com, etc., rather it should be a name that reflects your
business. So even if you are not going to be putting
up a Web site anytime soon, we still recommend that
you buy a domain name that is as close as you can get
to your business/marketing name and then get email
service for that domain name.
Here are three accredited (ICANN) domain name
registrars:
www.godaddy.com www.aplus.net/domains/ www.1and1.com 32
$10 a year
$10 a year
$8 a year
Email Address examples
Original email address:
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
Professional email address:
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
Step 2: Building a Web site/ Hosting
There are numerous ways to create and publish a
Website; we will only mention the very basic methods
of creating and launching a new Web site. To launch a
Website you need a domain name, hosting space, an
HTML editor, content and some creativity.
Turn key (complete) packages include: domain name,
turn key Web site, email address and some promotion
(great for the beginner to refer business to his/her
Website but limited to poor Internet marketing
capabilities. These four companies specialize in Web
sites for insurance agencies.
www.ipipeline.com
www.norvax.com
www.webagencies.com
www.insurancewebdesigns.com
Free hosting packages- with most free Web sites you
have to advertise for the Web site that granted you
the free Web site. This isn’t a beneficial arrangement
if you plan on establishing a true presence on the
Web (start to say you have a Web site and to practice
your Internet skills by trying a free site or a blog.) Try
www.blogger.com or www.wordpress.com.
Build by template– there are hundreds of companies
that will sell you a pre-made HTML Web template.
There are many companies that will for a fee take a
pre-made HTML template and customize it for you.
Here are three companies that will do both:
www.templatemonster.com
www.insurancewebdesigns.com/
www.entheosweb.com/photoshop_templates/
insurance_company.asp
Webmaster services:
www.firehousedesign.net/
www.affordableprogrammers.com
www.1designdevelopment.com/index.html
Inexpensive hosting packages:
www.aplus.net
www.startlogic.com
www.godaddy.com
www.aiso.net
Testing for viewing, load time, browser compatibility:
www.litmusapp.com/
www.netmechanic.com
www.AnyBrowser.com
Step 3: Content
You have to keep first-time visitors interested in
your Web site and you also want them to come back.
When developing content for your Web site keep the
following in mind: Web pages only have 2-3 seconds to
describe themselves, every page should be optimized
for search engine placement, key points should be
highlighted throughout your copy and navigation
should be familiar and constant throughout your Web
site.
Copy / Content writers:
www.seocopywriters.com
www.writingassist.com
www.webwisewords.com
Translation Services:
www.google.com/language_tools?hl=en
www.freetranslation.com
www.ilanguage.com
Step 4: Submit Web site at Search Engines,
Directories, etc.
If your potential customer types in the keyword or
phrase that describes your services, you want your
Web site to show up within the search listings within
the first two to three pages. You’ll be more prominent
within the search engines if you have an established
reciprocal link and banner exchange program prior
to submitting your Web site to the engines. Doing so
will show link popularity which is a key to receiving a
higher listing within the search engines and in most
cases, you will be automatically indexed into the search
engines from links that were spidered.
Learn more about the search engines:
www.searchenginewatch.com
www.notess.com/search
Step 5: Put Your URL Everywhere
Domain Name
The first way to drive traffic to your Web site is to
include your new URL (Registered Domain Name)
on all pieces of corporate literature, all messaging
systems (such as your company’s answering
message, voice mail), and all employees should be
encouraged to add it to their communications. Make
sure you have it on business cards, ads, letterhead,
email, etc. Get in the habit of posting your Web site
www.yourdomainname.com everywhere you can.
Step 6: Email Marketing
Email marketing is one of the most cost-effective ways
for today’s agents and brokers to communicate with
their current client base and potential clients. When
used strategically, permission-based email marketing
can become your number one customer acquisition
and retention tool.
You should be collecting email addresses at every
opportunity. Make it a habit to ask your clients if
they have an email address and if they would like to
receive information about their current coverage via
email. Always tag your emails with your complete
contact information and use this as an opportunity to
announce your other lines of products. You should also
consider a monthly newsletter, email holiday wishes,
and announce the beginning of a new season and the
perils that come with the weather change.
Most email marketing can be accomplished with a
standard email service, but for newsletters or general
announcements you may need a newsletter service to
address your complete client base.
Auto Responders
An Auto Responder is an automatic response that
isgenerated from your email system when you receive
an email message. This gives the appearance of a fully
functional service department and will satisfy the
immediate needs of the consumer. This is also another
great way to promote your complete product line and
services.
33
A common auto response message example:
Thank you for contacting (our agency name). Your request
is very important to us and is currently being routed to the
proper personnel. We can also be reached during business
hours via our toll-free number at 1.800.555.5555. Please
allow 24 hours for an email response when outside of our
normal business hours.
Pay-Per-Click Programs:
Our Agency offers a complete line of insurance products
that can protect you and your family at home or
away on vacation. Need coverage while traveling?
Check out our line of travel insurance products at:
www.yourdomainname.com or ask us for a free brochure.
Pay-for-Advertising Services
www.google.com
www.Flycast.com
www.Clickz.com
Ask your email/Web site provider about setting this up.
Signature Tag - Email
A signature tag is a short description included in
all communications where your online salutation/
signature would appear. Include a one line description
of your product or service attached to the bottom of
every email. All employees should be encouraged to
use it.
Example: Take a vacation with peace of mind; ask us
about our line of Travel Insurance Products. Read this
article about email marketing.
Newsletter Services:
www.constantcontact.com
www.getresponse.com
www.icontact.com
Step 7: Paid for Advertising
When advertising on the Internet, we suggest
promoting your Web site in phases.
Phase I: Start locally within your own zip code
Phase II: Expand to your largest city
Phase III: Includes expanding out to include your
complete state or country
Launching your online advertising in phases will help
you contain cost and give you a chance to experiment
while you’re learning the ins and outs of listing your
Web site within the PPC engines.
34
Google Adwords - www.adwords.google.com
Yahoo Search Marketing (Local) - http://
searchmarketing.yahoo.com/local/index.php
MSM AdCenter - https://adcenter.microsoft.com/
Default.aspx
Classifieds
Check with your local newspaper to see if they offer
free or low cost online classified ads - this is a great
place to receive a link to your Web site. Also check
with your local telephone directory if they offer online
listings with your Web address listed.
Craigslist - www.Craigslist.com
Search Engine for local Ads - www.oodle.com
Step 8: Link Exchange
One of the best ways to increase your Web site traffic
and boost your search engine ranking is to exchange
links. The best link exchanges are with similar or industry
related Web sites. Example: if you offer auto insurance
you should link to Web sites about cars, or if you offer
life insurance you should link to Web sites providing
information about retirement savings. Approach Web
sites in your industry and closely-aligned industries to
link to your Web site. This will act as a recommendation
to your Web site which will increase your position in
the search engines. With every new link you exchange,
you create a new doorway to your Website.
Create a link2us page within your Web site to describe
how you would like to exchange links.
Example:
www.tripresource.com/link_exchange.htm
Link Exchange Services:
www.LinkLeads.com
www.webring.com
Step 9: Establish an Online Newsletter
Establishing a newsletter can assist you in both
online and offline marketing. Set aside time to review
newsletters you currently receive or sign up for industry
related groups prior to creating your own. Most
carriers have a monthly newsletter that are packed full
of ideas you can pass along in your newsletter or blog.
Check with the carriers you currently work with for
information about creating a client newsletter. Most
have information that can be re-licensed for you to
send to your clients. When you make it a habit to create
a monthly message, you make it a habit to keep your
marketing efforts fresh and your clients well-informed.
You should first create a location (directory) within
your Web site to create a newsletter, house all graphics
online within your Web site and create a template for
your newsletter. Your template should look similar to
your Web site design. This will save time and familiarize
your consumers with your online brand.
When creating an online newsletter you will need to
create two versions:
HTML with graphics
Basic text, no graphics or formatting
Dimensions: width 600px max. Height 1500px max.
Content
Package content that is valuable and distribute it
on a periodic basis. This information can simply be a
recreation of announcements from the carriers you
work with or sales and marketing flyers revamped into
a newsworthy announcement.
You can build trust and spread the word. This is also a
good way to gather email addresses for your marketing
purposes. Announce everywhere possible.
Newsletter Services:
www.constantcontact.com
www.getresponse.com
www.icontact.com
Step 10: Establish an Affiliate Program or Add More
Products to Your Portfolio. Add Accessories.
We also made it possible for you to add a tracking
variable (of your choosing) to the end of your
SelectaPlan link. This will allow tracking of advertising
or referral programs.
To track a third party using the IMG SelectaPlan, simply
add uservar= to the end of your SelectaPlan link and
now you are ready to add your tracking characters after
the = sign.
Example: I put a link on my friend Sam’s Web site
and I would like to know if sales come through Sam’s
Web site. hhtp://www.imglobal.com/insurance_plans.
cfm?imgac=319679&uservar=Sam.
By adding the word “Sam” after the equals sign, this
will allow the variable Sam to show within production
reports and commission statements for any sale that
was directed through the above link.
Create and market your own Affiliate Program:
www.associateprograms.com
www.sitecash.com
www.cj.com - commission junction
Step 11: Establish and Lead an Online Forum /
Community / Blog
If you can find the time, you should monitor and
participate in industry related blogs, user groups,
mailing lists and discussion forums. When posting
messages or responses always include your signature
tag.
Lead an online forum/blog or run an online community.
It is a great way to establish an audience and build
credibility. You can create a bulletin board or a blog in
less than ten minutes.
Find/Create Blogs:
Google: www.blogger.com
WordPress: www.wordpress.com
Find/Create User Groups:
groups.google.com
www.yahoogroups.com
IMG makes recruiting easy with a complete set of online
tools to help you succeed. Login to the Producer Area
and choose IMG’s Online Agency link to recruit subproducers online, and then allow your sub-producers
without a Web site perform transactions through your
Web site.
35
Step 12: Publish Articles and/or get mentioned in
News
Write and publish articles. Include your URL in your
bio. Write a short story about the importance of your
services and submit a press release, or try contacting
news people who write about your area of expertise
and submit your comments directly to them. Submit
your press releases at:
www.businesswire.com
www.marketwire.com
www.prnewswire.com
www.pressaccess.com
www.webwire.com
Step 13: Run Contests, Giveaways and Conduct
Surveys
Another great way to traffic to your Web site is to give
something away, even if itis just tips or free advice or a
value-added coupon from another company. If you can
find the time, contests can generate needed traffic to
your Web site.
Here are coupon companies that could help:
www.Brightstreet.com
www.Coupons.com
Check out Google for Auction Tools or auction portal
sites:
www.internetauctionlist.com
Conduct Surveys
Check out Yahoo’s list, the University of North Carolina’s
list or try:
www.addaform.com
www.Zoomerang.com
Step 14: Participate in a Charitable Web site
As an example, go to the Hunger Site at the UN, click a
button and somewhere in the world a hungry person
gets a meal to eat at no cost to you.
TheHungerSite.com (paid by the sponsors)
www.igive.com
36
Step 15: Apply for and Win Awards
If you have a Web site worth talking about, apply for,
win and post your awards. Check out:
www.market-tek.com/awardsite.html
Online Annual Budget @ $500
Suggestions
Expense
Register a domain name. Often we are asked which kind of domain name is the best: .com, .net, .org,
.me, .info etc. These “.com” and “.net” are acceptable kinds and will not damage your ability to market
your Web site; however, you should try to buy the “.com” version if it is available. “.com” is the most well
known and remembered.
$10/each
Buy a year hosting plan. With a $500 budget you can buy a year’s hosting plan from a Web hosting
company like GoDaddy. With a $500 budget your Web site will be simple and straight forward. Assume
that you might make a few Web pages covering topics like: Home Page, International Travel Medical
Insurance, About US, Our Carriers, Contact and Map. If you chose GoDaddy as your Web hosting
company, you will be able to buy their Economy Plan or Deluxe Plan in either Linux or MS Windows.
IMG will not charge to create a custom Detail Content Page for you. If you use one of the Web hosting
companies that make it easy for us to edit your site, we may be willing to upload your custom detail
content page for you.
$100
Free
Emailing: Set up a signature to be used automatically when writing and responding to a message.
Here is a sample signature line.
Ken Edwards
[email protected]
We cover all your insurance needs.
Did you know we sell Global Health Insurance - for when you travel outside the country?
Free
Also set up an auto-response that will be sent automatically in reply to all incoming mails. This should
say something describing how you will get back with them and how to reach you in an emergency.
Here is a sample message to put in your auto response:
Thank you for your email. We will contact you shortly. However, please call us if you need immediate
assistance at 315-555-1212. We appreciate our customers. Thank you for your business.
Use local online ads. The local ads are where the bulk of your budget will be spent by placing ads that are
targeted toward the international traveler. Most online phone books provide local online advertising.
$370
TOTAL
$500
37
Online Annual Budget @ $1,500
Suggestions
Expense
your Web site; however, you should try to buy the “.com” version if it is available. “.com” is the most well
known and remembered.
$10/each
Buy a year hosting plan. With a $1,500 budget you can buy a year’s hosting plan from a Web hosting
company like GoDaddy. Assume that you might make a few Web pages covering topics like: Home Page,
International Travel Medical Insurance, About US, Our Carriers, Contact and Map. If you chose GoDaddy
as your Web hosting company, you will be able to buy their Economy Plan or Deluxe Plan in either Linux
or MS Windows.
$120
With a $1,500 budget your Web site will be from a good professional template or a custom design.
You can spend up to $500 on the Web design.
$500
IMG will not charge to create a custom Detail Content Page for you. If you use one of the Web hosting
Free
Ken Edwards
[email protected]
Free
We suggest you spend most of this money with Google AdWords. Be sure to sign up for and attend one
of IMG’s free Internet marketing Webinars.
TOTAL
38
$870
$1,500
Suggestions
Expense
your Web site; however, you should try to buy the “.com” version if it is available. “.com” is the most
well known and remembered. With a $2,500 budget we suggest that you also buy the “.net” name.
This way you will prevent any other company or person buying it, which can cause confusion with your
customers. Have the “.net” domain pointed to your “.com” domain.
$20 for 2
company like GoDaddy. Assume that you might make a few Web page covering topics like: Home Page,
International Travel Medical Insurance, About Us, Our Carriers, Contact and Map. If you chose GoDaddy
as your Web hosting company, you will be able to buy their Deluxe Plan in either Linux or MS Windows.
$200
You can spend up to $750 on the web design.
$750
IMG will not charge to create a custom detail content page for you. If you use one of the Web hosting
Free
Ken Edwards
[email protected]
Free
TOTAL
$1,530
$2,500
39
Suggestions
Expense
customers. Have the “.net” domain pointed to you r“.com” domain.
$20 for 2
company like GoDaddy. Assume that you might make a few Web pages covering topics like: Home
Page, International Travel Medical Insurance, About Us, Our Carriers, Contact, Map and Blog. If you chose
GoDaddy as your Web hosting company you will be able to buy their Deluxe Plan in either Linux or MS
Windows. Make sure to have the hosting company add a Blog to your site.
You can spend up to $1,000 on the Web design.
$200
$1,000
Write your own Blog entries and hire a content writer to add at least one entry a month.
$500
Free
Ken Edwards
[email protected]
Free
Write and issue two press releases about your company selling insurance for those traveling
internationally.
$200 for 2
40
TOTAL
$3,080
$5,000
Suggestions
Expense
customers. Have the “.net” domain pointed to your “.com” domain.
$20 for 2
company like GoDaddy. Assume that you might make a few Web page covering topics like: Home Page,
International Travel Medical Insurance, About Us, Our Carriers, Contact, Map and Blog. If you chose
GoDaddy as your Web hosting company, you will be able to buy their Deluxe Plan in either Linux or MS
Windows. Make sure to have the hosting company add a Blog to your site.
$200
You can spend up to $2,000 on the Web design.
$2,000
Write your own Blog entries and hire a content writer to add at least one entry a month.
$1,000
Free
Ken Edwards
[email protected]
Free
Write and issue two press releases about your company selling insurance for those traveling
internationally.
$200 for 2
Have a custom email newsletter set up for you. It should have a link on your Web site so that customers
can sign up and remove themselves from your email list. Write your own content for the newsletter and
publish one newsletter each month. This is a good place to talk about all the products that you sell.
TOTAL
$300
$6,280
$10,000
41
[
42
Sample Marketing Pieces
]
Producer Recruiting Flyers
Available in English & Spanish
43
Client Recruiting Flyers
Available in English & Spanish
44
Direct Mail
45
Advertisements
46
E-Mail
47
Rotating Web Banners
48
[
Client Services
]
49
MyIMG
Service at your fingertips anytime, anywhere - that’s
what MyIMG provides. MyIMG is our proprietary online
service that allows your clients to access information
and manage accounts, 24 hours a day, seven days a
week, from anywhere in the world. Our service centers
in the U.S. and Europe are always available to help
or handle emergencies 24 hours a day, but through
MyIMG your clients have immediate access to a wealth
of information about their accounts and can manage
routine areas to help save time when it may be needed
most. Some features include:
Immediate claim status check
Locate a provider
Get explanation of benefits
Request ID cards
Obtain certificate documents
Initiate precertification
Recommend provider/facility
Locating a Provider
Whenever or wherever your clients travel within
the U.S., it’s comforting to know that the extensive
Preferred Provider Organization (PPO) Network is
there to serve them. The independent PPO includes
hundreds of thousands of established, highly qualified
physicians and hospitals, including some of the most
well-recognized university medical centers and
transplant facilities in the U.S. Of course, your clients
have the freedom to choose any physician or health
care facility they wish. However, choosing a provider
in the PPO network can significantly reduce their outof pocket costs.
Additionally, if they are seeking treatment outside
the U.S., we provide them access to our International
Provider Access (IPA), a database that includes
more than 17,000 highly qualified physicians and
facilities that encompass a comprehensive array of
specialties to handle any health care emergency. Your
clients can instantly access a list of providers and
facilities within the PPO and IPA network online at
www.imglobal.com. The directories allow them to
search by physician or facility name, specialty, or
location.
Our goal is to provide quality medical coverage
wherever your clients may be. The PPO and our IPA
enable us to do just that, and our online directories
put the information at their fingertips - anytime,
anywhere.
50
Akeso Care Management® (ACM®)
The ability to access quality health
care is of paramount importance
when a medical emergency arises
abroad. To coordinate care and provide U.S. and
internationally based medical management services,
IMG formed ACM, an on-site specialized division
devoted entirely to medical management. The clinical
staff consists of qualified physicians and registered
nurses who are experts at assessing the need for
services and ensuring those services are delivered in a
timely, cost-effective manner. ACM has international
medical experience, providing services in more than
170 countries worldwide.
ACM is accredited by URAC, an independent, nonprofit
organization that is internationally recognized
for promoting continuous improvement in the
quality and efficiency of health care management.
Through a rigorous and comprehensive review that
ensures ongoing compliance, ACM earned its URAC
accreditation in Health Utilization Management.
From routine medical care to complex case
management, from check-ups to emergency medical
evacuations, ACM is there for your clients. They are
committed to consumer protection and empowerment,
quality operations and regulatory compliance. This
translates into better care for your clients - around the
world, around the clock.
Medical Concierge
Our Medical Concierge program is designed to provide
your clients critical information on provider ratings,
treatment outcome and cost of care prior to receiving
medical treatment. Your clients personal Medical
Concierge will review their specific non-emergency
medical condition and provide them with complete
information on provider ratings, past outcomes and
general costs - all in the area where they are planning
treatment.
IMG’s Medical Concierge helps your clients make
informed decisions when seeking medical care within
the U.S. Also, they can receive a reduction in their
deductible for using this unique medical service. This
level of individualized service is unmatched in the
international arena. Please note due to the high level
of data required for this service, Medical Concierge
service is restricted to U.S. facilities.
[
Claims
]
51
Claims Guide
The insured is provided with claim information after
approval for one of IMG’s products. The material the
insured receives includes an ID card with important
phone numbers, a pamphlet about Precertification and
an example of a Claim Form. Despite this information,
your client may ask you for help at the time of a claim.
The following section has been designed to give you
important claims information so you can assist your
clients at the time of application, during a follow-up
call or when they notify you of a pending claim. Not
only does this make you valuable to your clients, it
helps smooth the claim process for all parties.
The Claims Section Is Outlined As Follows:
Precertification
Precertification Review
Continued Stay Review
Medical Evacuations
Important Information
How and Why a Claim Is Investigated
How Do I File a Claim
Completed Claim Form
Important Claims Information
Precertification
Precertification is completed by Akeso Care
Management (ACM).
Visit ACM’s Web site
www.akesocare.com for more information about
services offered.
When should I call IMG?
Precertification requirements vary by plan, but
generally include:
Physician recommended surgery or treatment
requiring hospitalization (including delivery)
Any outpatient surgery or procedure
Within 48 hours after an emergency admission to
the hospital
Care in an extended care facility
Home nursing care/home infusion therapy
Durable medical equipment and artificial limbs
Evacuation requests
Who can call IMG to Precertify?
The insured, a doctor, a hospital administrator or
a relative may call IMG to Precertify; however, it is
the insured’s responsibility to assure treatment is
Precertified.
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What information will be needed when calling to
Precertify?
IMG will ask for the following:
Patient’s name
Patient’s ID number
Patient’s insurance certificate number
Patient’s date of birth
Attending physician’s name, phone and fax
numbers
Hospital name, phone and fax numbers
Nature of the medical condition and proposed
treatment
Clinical information
What happens after IMG has been contacted for
Precertification?
After receiving the insured’s hospitalization or surgical
request and all requested information, IMG reviews
the information and recommends certification of
hospital stay based on medical necessity. IMG does
not determine medical treatment for the insured.
The insured and his/her physician make decisions
regarding medical treatment.
Note: To expedite and simplify the Precertification
process for non-urgent care, please visit MyIMG
or the Client Resources section of our Web site,
www.imglobal.com, to begin the Precertification process.
Simply look for the Precertification option. You will
be asked to provide information, which can then be
submitted electronically to IMG. Once we have confirmed
receipt of your request, our utilization management
and review team will review the information provided
and respond to the insured person orthe provider within
2 business days. Please note that this online service
will only initiate the Precertification process, and it
should not be used to Precertify emergency admissions,
procedures, or evacuations.
Precertification Review
How is the insured’s medical procedure or treatment
reviewed?
IMG’s Precertification Program reviews the
medical necessity and, for in-patient admissions,
the anticipated length of stay using national
standards and guidelines.
Each case is reviewed separately. Most of the
certification requests IMG receives are handled
on the first review by the case manager.
What happens to cases that do not meet national
guidelines?
A small percentage of certification requests do
not meet national guideline standards. These
cases will be referred to IMG’s Medical Director
for further review.
Notification of the outcome will be sent via
telephone, fax or letter to the insured and
physician (or hospital) after the review is
complete.
Continued Stay Review
When is continued stay review necessary?
Continued stay review is performed for all
insureds who remain in the hospital beyond
what IMG had originally certified.
Continued stay reviews are initiated by IMG
or the hospital. This will occur on the day the
insured is scheduled to be discharged from the
hospital. IMG contacts the physician or hospital
to determine whether discharge is planned as
scheduled, or additional day(s) and continued
stay review will be necessary.
The continued stay review continues until
the insured has been discharged. Please note,
Continued Stay Review follows the same
procedures as Precertification Review.
Medical Evacuations
What qualifies as a medical evacuation?
The definition may vary somewhat by plan, but
generally must be an immediate threat to life or
limb.
The treating physician must concur the medical
evacuation is warranted.
What is the process for medical evacuation reviews?
Like Precertification, these are reviewed on a case
by case basis, but evacuation requests always
take first priority due to their serious nature.
Typically, evacuations are to the nearest
appropriate medical facility.
How and Why a Claim is Investigated
Why is a claim investigated prior to payment
consideration?
To determine if the claim is eligible under the
policy.
To determine if the condition is pre-existing.
To determine if the provider of services is eligible.
To determine if the treatment is medically
necessary.
How is a claim investigated prior to payment
consideration?
IMG will request a Claim Form be completed and
submitted for each condition. All questions on
the Claim Form must be completed. If not, IMG
will return the Claim Form to the insured for
completion.
When it is determined that a pre-existing
condition investigation is in order, IMG will
request medical records from:
• The treating physician
• The hospital(s)
• The referring physician(s)
• The family physician
• Any other physicians who treated the insured
As medical records are received, they will be
reviewed by a Claims Examiner for:
• History and physical from doctor
• Completeness of information
• Sources not contacted
• Referring physicians
• Symptoms of conditions
• Test results
• Operative report history and findings
• Contradictory information from a provider
Important Information to Know
IMG is available at the following times:
Emergencies: 24 Hours a day, 7 days a week
Non-emergency Precertification and general
questions: 7:00 a.m. to 6:00 p.m. EST
The Web site may be used for non-urgent
Precertification requests.
Failure to Precertify may result in a reduction of
benefits and additional penalties.
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In the event no medical data is available prior to the
insured’s effective date, the case will be referred to
IMG’s Medical Director. A decision on the claim will be
made using known medical criteria for the insured’s
condition(s).
Examples of Claim Payments
An Insured has a $500 deductible on a Global
Medical Insurance plan. Insured visits a PPO
(in-network) doctor, and is charged $350. The
insured then visits a non-PPO doctor (out-ofnetwork) and is charged $600.
• PPO/In-Network Charges: Because the
deductible is reduced by 50% In-Network,
and coinsurance is waived, the charge of $250
satisfies the deductible and the remaining
$100 is paid at 100%.
• Non-PPO/Out-of-Network Charges: Because
the insured is out-of-network, the full $500
deductible must be satisfied and coinsurance
must be paid. Therefore, $250 of the $600
charge goes toward satisfying the deductible
and the remaining $350 will be paid at 80%.
An Insured has a $500 deductible on a Global
Medical Insurance plan. The insured visits a nonPPO (out-of-network) doctor, and is charged
$350. The insured then visits a PPO (in-network)
doctor and is charged $600.
• Non-PPO/Out-of-Network Charges: Because
the insured is out-of-network, the full $500
deductible must be satisfied and coinsurance
must be paid. Therefore, the entire $350
charge is applied to the deductible. The
insured still requires an additional $150 to
satisfy the deductible in full.
• PPO/In-Network Charges: Because the
deductible is reduced by 50% in-network,
and coinsurance is waived, the insured need
not finish satisfying the $500 deductible.
$350 has already been applied to the
$500 deductible - which satisfies the $250
deductible required In-Network. These
charges are covered at 100%.
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How Do I File a Claim
In Order To File A Claim You Must Follow These Steps:
All claims must be submitted and received by
IMG within 90 days of the date of service.
Each new illness or accident must have a
completed Claim Form submitted. This form
must be fully completed. All questions must be
answered in detail.
All claims submitted must be original itemized
billings. Remember to keep copies for your
records. IMG will not accept photocopies, balance
billings or receipts for payments. All bills must be
fully itemized with the patient’s name, diagnosis,
treatment, date of service, and amount charged.
Your providers may be requested to submit
medical records for services rendered. Be sure
that all names and addresses are legible.
Submit your completed information and original
itemized claims to:
International Medical Group, Inc.
Claims Department
P.O. Box 88500
Indianapolis, Indiana 46208-0500
If you need to talk with us about a claim,
call1.800.628.4664 or 1.317.655.4500 and ask
for your claim’s customer service representative,
or write to us at the above address or our email
address at [email protected].
[
]
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Insureds and producers frequently ask the
following questions. If there is a question you
have and it does not appear here, please contact
the Claims Customer Service Department at
IMG.
I need to go to the doctor, what should I do?
Present your IMG Insurance ID card to the doctor’s
office when you first visit. The doctor’s office
should contact IMG to verify benefits.
Are charges covered for a routine physical?
Yes, with many of IMG’s long-term plans (group
and individual), wellness is offered as a standard
benefit. This benefit would provide for routine
physicals and doctor visits. (See Certificate
Wording for more detail.)
I received bills from the hospital, should I
pay?
Submit your original bills to IMG with a
completed Claim Form. Assuming you have met
your deductible and the medical expenses are
eligible, IMG will pay directly to the hospital.
Some hospitals insist I pay the bill at the
time of service. How do I get reimbursed?
Attach your original paid receipts and itemized
bill with a completed Claim Form. IMG will
reimburse you assuming the deductible and
coinsurance have been met and the medical
expenses are eligible.
What if I receive a bill for less than my
deductible and I have not met my deductible
yet?
Pay the bill. Then forward the original bill to
IMG with a Claim Form. Do not hold the bill(s)
until your deductible is met. When the amount
of your bills meet or exceed your deductible,
IMG will credit the eligible charges toward your
deductible.
How long do I have to submit a claim to IMG?
90 days from the date of service.
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Do I have to follow a list of doctors or may I
go to any doctor?
IMG does not use a mandatory list of doctors.
You may seek treatment with the hospital or
doctor of your choice. In the U.S. you may use the
Preferred Provider Organization (PPO). Outside
the U.S. you may use the International Provider
Access (IPA). However, we are happy to refer you
to a healthcare provider should you need one.
How often do I need to complete a Claim
Form?
Submit one Claim Form for each medical
condition or accident you are claiming.
What is a Preferred Provider Organization
(PPO)?
A Preferred Provider Organization is a group
of doctors, facilities and hospitals that have
agreed to take a percentage discount for services
rendered.
How does the PPO work?
The insured selects a provider or facility within
the independent Preferred Provider Network.
That provider or facility within the network then
renders services at a discounted rate.
How do I access the Preferred Provider
Organization (First Health)?
In order to access the PPO, you may follow a link
from www.imglobal.com. This link will allow you
to obtain information on those facilities within
the network.
How do I access the International Provider
Access Database (IPA)?
In order to access the IPA you may follow a
link from www.imglobal.com. Once in the
appropriate area of the Web site, you will be
required to enter acurrent certificate number
and date of birth. Access to the IPA will provide
you information on those health care providers
outside of the United States.
International Medical Group 2960 North Meridian Street Indianapolis, IN 46208
[email protected] www.imglobal.com
Marketing Questions:
Phone: 1.866.368.3724 (within the U.S.) or 1.317.655.4500 (outside the U.S.)
E-mail: [email protected]
All Other Inquiries:
Phone: 1.800.628.4664 (within the U.S.) or 1.317.655.4500 (outside the U.S.)
E-mail: [email protected]