Exclusive capabilities for expatriates and in state-of-the-art medical engineering. AXA Assistance comes to the aid of travellers or expatriates in difficulty by means of emergency medical services.

 



In the event of a medical emergency, dedicated doctors, nurses, multilingual coordinators, travel specialists and other professionals are standing by around-the-clock to assist travelers and expatriates worldwide.
Repatriation by air ambulance is the most used form of medical assistance at AXA Assistance Canada.



A vast network of medical service providers


AXA Assistance relies on a proximity medical network that is unequalled in the world. With more than 30,000 physicians in 138 countries , this network is based on a fair assessment of service quality in each country and on the identification of the best partners meeting North American quality standards. Medical assistance is carried out under the most complex travel conditions, but also as part of short or long-term expatriation.


Based on its expertise, AXA Assistance provides companies, in particular oil companies, with medical engineering services such as the establishment of care and emergency intervention structures employing top-notch medical teams, in sometimes hostile environments.

 

Health management


Medical assistance encompasses many other services meeting the clientele’s needs: a physician’s house call, payment of hospitalization fees, emergency evacuation when local facilities are inadequate for quality care, etc.


Moreover, AXA Assistance Canada has developed strong know-how in health cost management (TPA and Cost Containment), thanks in large part to its U.S. subsidiary, HAA Preferred Partners (www.haapp.com). This expertise meets the needs of many Canadian customers.

AXA Assistance Canada is also well placed in the buoyant pharmaceutical sector. On behalf of laboratories, it sets up programs for compliance, management and identification of incidents during treatment.

 

 

Some of the more common services offered:

  • Repatriation and evacuation service: In the event of a serious illness or injury, AXA Assistance physicians contact the attending physicians on site and take the decisions most appropriate for the customer’s condition based on information gathered and on medical requirements only. If the AXA Assistance medical team recommends repatriation, AXA Assistance organizes it and sees that it is conducted solely according to the medical imperatives determined by its medical team. The repatriation destination is:

    - the most appropriate hospital meeting North American quality standards, or

    - the hospital nearest to the customer’s residence in his home country, or

    - the customer’s residence in his home country.

    If the customer is hospitalized in a care centre outside the hospital sector of his principal residence, AXA Assistance Canada organizes his return after it is determined that he is medically stable and arranges to transfer him to his residence in his home country. Repatriation methods include ambulance, train, commercial airline or air ambulance. The final decision on the hospitalization site, the need to accompany the customer and the methods used rests exclusively with the medical team.
  • Medical Visit Arrangements: For the convenience of the beneficiary, AXA Assistance Canada will make arrangements for a general practice physician to consult the card member’s hotel or current location while traveling.
  • Medical and dental referrals: AXA Assistance Canada will provide referrals to primary care physicians and hospitals in accordance with established selection criteria.
  • Prescription transfer: AXA Assistance Canada assists beneficiaries with replacing lost or stolen medication or other important items such as eyeglasses or contact lenses first by endeavouring to find a local resource for replacement or by locating and arranging prompt shipment of the item or its equivalent prescription (subject to local law). If necessary, we can also refer the customer to a physician who can reissue a similar prescription.
  • Guarantee of Medical Expenses: To minimize our client’s financial inconveniences, AXA Assistance Canada will encourage the service provider, whenever possible, to bill the beneficiaries insurance company directly, rather than require them to pay on site. Where advance payment is required by the service provider, we will make direct payment for the beneficiary’s treatment to ensure that necessary and proper treatment is provided. Customer will reimburse AXA Assistance Canada Canada for medical expenses advanced on behalf of the beneficiary.

 

We can also offer the following services:

 

  • Second Medical Opinion: People often face medical diagnoses that force them and their families to make serious life-changing decisions. When faced with a diagnosis of a complex medical problem, AXA Assistance Canada offers the comfort of a second medical opinion from a recognized expert in the related field. A second opinion can help ensure an individual is comfortable following a prescribed course of treatment for their diagnosis. AXA Assistance Canada Canada offers access to world-renowned expert opinions from top medical specialists at recognized centers of excellence. Our medical staff provides guidance in these complex care decisions to bring peace of mind to our Second Medical Opinion members. The expert will prepare a formal written medical evaluation and recommendation for treatment on behalf of the member.
  • Mourning Support: AXA Assistance provides mourning support to clients going through a difficult period in their lives following the death of a loved one.
    Mourning support is given to the insured person, spouse/husband.
    Provided across the province with a listening service over the phone, beneficiaries can find an attentive presence and comfort in difficult times.
    Moreover, the mourners will have the option of being helped individually in a brief period of time, which will enable them to express their emotions in a respectful and trustful environment.
    Finally, the groups of support will allow them to share their feelings with people experiencing the same situation.
    They could also be referred to different regional resources depending on their needs. This referral is made possible by the creation of a directory of resources covering the whole province of Quebec.
    Customers will be assisted by bilingual representatives of the customer service (English or French, according to the customer's language).
    The customer can call the assistance service and give his availability in order to make an appointment on the phone with a professional specialized in mourning support.
    All the calls are strictly confidential, the customer can talk freely and confidently about any kind of problem or topic with the professionals.
  • Return of mortal remains: If a customer dies while travelling, AXA Assistance Canada will arrange for repatriation of the remains according to the customer’s expressed wishes.
  • Moral Support: AXA Assistance gives to clients a moral support in case of serious diseases and/or surgical operations of high complexity.
    The client has the option to talk with a nurse or a psychologist depending on the needs and difficulties he may be facing and/or the different health problems he may have.
    Customers will be assisted by bilingual representatives of the customer service (English or French, according to the customer's language).
    The customer can call the assistance service and give his availability in order to make an appointment on the phone with a nurse or a psychologist.
    Appointments with a nurse or a psychologist can only be done over the phone, in English or in French, according to the customer's demand.
    All the calls are strictly confidential, the customer can talk freely and confidently about any kind of problem or topic with the professionals.
  • Heath Hazards Advisory: If the customer finds himself in a dangerous situation (snake bite, spider bite, inhalation of toxic fumes, etc.), our health experts will be able to tell him what measures to take.
  • Innoculation Requirements: We advise customers travelling abroad to get information on recommended vaccines. AXA Assistance can provide this information, according to the countries visited.
  • Interpretation Services: To simplify treatment of patients in foreign countries, AXA Assistance offers a telephone interpreter service. The interpreter will serve as intermediary between the patient and his physician.
  • Family or Friend Transportation Arrangements: Nothing is more unpleasant than being sick in a foreign country, far from friends and family. AXA Assistance fully understands this and we have instituted a transportation service for the family or friends of a gravely ill customer. We will arrange their travel right up to the patient’s bedside so that he can benefit from their support as soon as possible.
  • Guarantee of Hospital Admission: Thanks to our vast network of certified providers, we guarantee all customers a place in one of our accredited medical centres.
  • Pharmacy Prescription Information: It is sometimes difficult to understand instructions on medicine packaging. AXA Assistance is there to help.