Understanding your role and relationship with International SOS as an Authorised Person

AUTHORISED PERSON

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AgendaWhat does your role entail?

How do International SOS assist you?

When and how do International SOS communicate with you?

Notification of Cases

Delegated Authority

Requesting Authorisation

The Plan of Action

7 ways to familiarise yourself with our solution

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Objectives of this overview

Understanding your role as an Authorised Person

Understanding how you can help keep your employees safe

Making your role as an Authorised Person easier

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What does your role entail?

1. You are a key part of the decision making

process

2. You represent your company and

employees 24/7

3. You assess and agree on the plan of action in line with the

risk

4. You acknowledge and accept the costs

associated to delivering the plan of actions

Your role as an Authorised

Person

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When and how do International SOS communicate with you?

Initial contact is within 24 hours via the method you request

International SOS will contact listed APs in your order of preference

Updates will be sent for any new medical/security information

Contact with you is always documented in the case file

Any urgent decision requests will be made telephonically

Costs are monitored and you are kept updated

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How do International SOS assist you?

We assess and analyse the situation in the best interests of the member’s safety

We involve a Medical or Security specialist in all discussions regarding decisions

We always refer to our documented agreement

We provide recommendations

We develop a plan of action

We promptly escalate to you

We keep you informed

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Notification of Cases

We will contact you by email to provide details of any assistance case in progress

When we require urgent authorisation we will call you – this could happen at any time 24/7

If we are unable to reach you, we will leave a voicemail message or send an SMS

Should you receive such a message from us, please contact your Assistance Centre of reference (Frankfurt, Geneva, London or Paris) immediately

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Medical CasesWhen a member requires medical assistance, International SOS will contact youto give a briefing on the situation providing the following information:

*International SOS staff respect the medical confidentiality of your employees so we may not be able to provide medical details

Patient name and location

Relationship to employee (if applicable)

Medical situation*

Action taken to date and the recommended course of action

Request for any approval required for expenses

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Security Cases

These can range from simple requests for information to mass evacuations. Whenever there is a threat to safety of your employees, we will contact you providing:

Employee name(s) and location(s)

Situation details

Advice given and action taken to date

Options available and recommended course of action

Request for any approval required for expenses

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Delegated Authority

Delegated Authority means that your company has authorised International SOS to provide specific services without gaining prior approval from you

Usually there is a maximum expenditure associated with Delegated Authority

When this is exceeded we will contact you for additional authorisation

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Requesting Authorisation

In rare cases when we are unable to reach an Authorised Person and delay of assistance poses an unacceptable risk to the member concerned, we may decide to render services without additional authorisation

After authorisation is given, we will keep you informed regarding the progress of the case

All external calls to and from International SOS are recorded and as such verbal authorisation is acceptable

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The Plan of Action

International SOS will carefully consider all options - medical and security requirements are paramount

The final Plan of Action will be based on our specialists’ medical and/or security recommendations and will represent the safest and most efficient option identified

We will discuss the recommended Plan of Action with you, ensure that you are happy with it and that you are kept updated throughout

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Save our Assistance Centre contact number in your phone Paris Geneva +33 155 633 155 +41 22 785 6464London Frankfurt

+44 20 8762 8008 +49 6102 3588 100

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7 ways to familiarise yourself with our solution

Download the International SOS Assistance App, Available on : 1

Keep your phone switched on and available 24/74

Call us 24/7 if you become aware of a case that requires assistance5

Sign up for medical and security alerts2

Tell us if your contact details change or if you change roles6

Give us feedback and let us know how we are doing7

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What else would you like to know?

If you have any questions regarding your role, please contact local client service representatives.

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Thank You