To ensure total transparency, here you will find the complete general conditions for all EG Assist products. These terms are designed to comply with Colombian Visa regulations (Res. 5477, 2022)
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To ensure total transparency, here you will find the complete general conditions for all EG Assist products. These terms are designed to comply with Colombian Visa regulations (Res. 5477, 2022)
All services described in the assistance plans are provided by EG ASSIST, whose main purpose is to provide, among others, medical, legal, and personal assistance services only in cases of EMERGENCIES during an international trip, within the validity period of the contracted plan.
These General Conditions, together with the remaining documentation made available to the Beneficiary at the time of purchase, constitute the traveler assistance contract provided by EG ASSIST. The Beneficiary states that they know and accept these General Conditions; such acceptance is confirmed through either of the following acts:
In both cases, the Beneficiary acknowledges that they have selected, read, and accept all terms and conditions set forth in these General Conditions, which govern the relationship between the parties at all times, constituting a contract of adhesion.
EG ASSIST is not an insurance company and does not issue or underwrite any insurance policy with the HOLDERS of its assistance plans. It is clearly understood and accepted by the Beneficiary that EG ASSIST plans do not constitute, under any circumstance, insurance or a similar product; nor are they a social security program or prepaid healthcare plan, a home-visit medical service, or an unlimited medical service.
Therefore, their main purpose is not comprehensive healthcare, nor definitive treatment
of the Beneficiary’s conditions. Medical assistance services provided by EG ASSIST are expressly and exclusively limited to urgent treatment of acute conditions, and are aimed solely at primary travel assistance for sudden and unforeseeable events where a clear, verifiable, and acute illness or medical condition is diagnosed that prevents the normal continuation of the trip, provided such illness or condition is not included in the exclusions list.
These plans are designed to ensure the Beneficiary’s primary, initial recovery and the physical conditions that allow the normal continuation of the trip. They are not designed, contracted, or provided for:
Any assistance or treatment will cease, and EG ASSIST will not be responsible, once the Beneficiary returns to their place of residence or when the plan’s validity period expires.
The purchase of one or more vouchers does not result in accumulation of benefits or time. In such cases, only the limits established in the first-issued voucher may be applied.
Note: The Beneficiary clearly understands that this plan is a travel assistance product and, even if offered through an insurance company, it does not become international medical insurance.
The Beneficiary may not change the term/validity period, nor will the Certificate/Voucher be canceled for any reason or under any circumstance once its validity has started.
The Beneficiary or a third party may request, by email, a modification of the term/validity period up to the third business day prior to the start date stated in the Certificate/Voucher.
For family-type issuances, cancellation or modification requests are not handled individually; in such cases, requests apply to the entire group issued under the same plan.
To request cancellation of the voucher, the Beneficiary or a third party may do so before the validity start date, up to the third business day prior to the date stated in the Certificate/Voucher. This request will be previously verified. If accepted, it will result in either: (i) a refund of the amount paid by the Beneficiary, less USD 15 for administrative fees associated with the refund process; or (ii) issuance of another Certificate/Voucher with a new term, for the same duration as the one canceled.
Reasons for cancellation of the assistance plan are:
Note: The USD 15 administrative fee applies to each Beneficiary, regardless of plan type or cost.
Once the voucher’s validity has started, the Beneficiary may not make changes or extensions to the contracted product, nor will the voucher be canceled for any reason or under any circumstance. Notwithstanding the foregoing, if the Beneficiary unexpectedly extends the trip, they may request issuance of a new voucher. EG ASSIST reserves the right to accept or deny such renewal without further explanation, subject to the following conditions:
a. The Beneficiary may request renewal no more than 15 days prior to the end of the original voucher’s validity; issuance requires prior authorization from the Assistance Center.
b. The renewal must be issued with the same or higher coverage than the original; it will not be issued with lower coverage.
c. The Beneficiary must request authorization for issuance of a new voucher exclusively through the issuing agent who sold the original assistance plan, or— if purchased on the website—through the “Contact” form on the website, indicating the number of days requested.
d. The request for a new voucher must be made before the original voucher expires. e. The Beneficiary must pay for the new voucher at the time of issuance. The new plan and its voucher issued under this clause may not be used under any circumstances to initiate or continue treatment and/or assistance for issues that arose during the first original voucher’s validity and/or prior vouchers, or before the new plan/voucher becomes effective—regardless of any ongoing management or treatments authorized by EG ASSIST or third parties. Any medical assistance treated during the first voucher’s validity will automatically be considered a pre-existing condition during the second voucher’s validity and therefore will not be assumed by EG ASSIST.
If the request is made after the initial voucher’s validity has ended, or if the passenger is already outside their country of origin at the time of contracting, the voucher will be issued with a three (3) day waiting period for any expenses included in the coverage table, only after express authorization from the Assistance Service Center.
Waiting Period: A period during which the benefits included in the plan are not effective. This period is computed in days from the voucher’s start date, provided the Beneficiary is already outside their habitual place of residence at the time of contracting.
The Beneficiary is the natural person whose name appears on the assistance plan and is the sole beneficiary of all coverages up to and including the day of their birthday that corresponds to the plan’s maximum age limit, depending on the plan purchased. From that date onward, the Beneficiary loses all rights to benefits and assistance services defined in these General Conditions, as well as any right to reimbursement or claims arising from events occurring after that date.
Plan benefits are provided exclusively to the Beneficiary and are non-transferable. Therefore, the Beneficiary must prove identity, present the applicable voucher, and provide travel documents to determine the term/validity and applicability of the requested benefits.
The Beneficiary may use the contracted services until 23:59 on the day of the birthday that corresponds to the maximum allowed age limit stated in the plan. From that date onward, the Beneficiary loses all rights to benefits and any reimbursement or claims arising from events occurring after that date. For example, a person is considered 85 years old until the day before turning 86.
This is the period during which the benefits indicated in EG ASSIST medical travel assistance plans may be obtained. It runs from the plan’s start date—based on the trip itinerary—through the end of the return itinerary; both dates are shown on the Beneficiary’s voucher. The end of the validity period implies the automatic cessation of all benefits, services, or ongoing prestations, including those cases or treatments initiated on or before the end date.
“Long Stay” plans have a total validity of 365 consecutive days of benefits. After such periods, the Beneficiary will lose all benefits while on that trip. The Assistance Center may request a copy of the passport by email to evidence the date of departure from the habitual country of residence or the date of entry into the country from which assistance is requested.
EG ASSIST plans operate on consecutive calendar days; therefore, once the plan’s validity begins, it is not possible to interrupt it, and unused days are non-refundable.
The purpose of the trip must be tourism/leisure, and at no time may coverage be guaranteed for persons who engage in professional activity abroad. If the Beneficiary’s purpose is to perform work or tasks involving occupational risk—such as high-specialization tasks where life is at risk, exposure to hazardous substances, operation of heavy machinery, machinery using gas, air pressure or hydropneumatic fluids, tasks requiring special physical skills, or other hazardous exposure—and as a consequence suffers an accident or consequential illness, EG ASSIST will be released from any responsibility to provide services or assume costs. In such cases, the employer must assume costs through occupational risk coverage. This also applies to persons not employed by a company who act independently or in an illegal migratory or labor situation.
If, on the voucher expiration date, the Beneficiary is hospitalized due to an illness and/or accident covered by EG ASSIST, only hospitalization expenses within the medical expenses benefit for illness and/or accident (as applicable) will be covered, as follows:
Any assistance or treatment will cease, and EG ASSIST will not be responsible, once the Beneficiary returns to their place of residence or when the validity period expires, except as previously stated.
The geographic coverage area is that stated in the assistance plan and may be: Worldwide, Schengen/Europe, or Latin America and the Caribbean. Regardless of where the Beneficiary is located, coverage will be provided if assistance is required according to the plan purchased. In all cases, the Beneficiary’s habitual country of residence is excluded.
If assistance is required, regardless of geographic location and in strict accordance with the remaining clauses of these General Conditions, the Beneficiary must always call and report the emergency to the Assistance Center. The Beneficiary must provide:
The contact lines are:
If calling the Assistance Service Center generates a charge, EG ASSIST will reimburse the Beneficiary for the cost of the call. To do so, the Beneficiary must keep the receipt or invoice showing the charge for calling the indicated numbers. If the nature of the illness or injury prevents the Beneficiary from contacting the operational center, any companion, friend, or family member may do so. If none of the above can request assistance for any reason, the Beneficiary is authorized to contract the necessary assistance services in accordance with the purchased plan.
Note: Within 48 hours of the emergency event—and as a mandatory condition to request reimbursement—the Beneficiary or any accompanying person must inform the Assistance Center of the exceptional reasons that prevented requesting assistance, as well as the information related to the event and the services received. Failure to comply results in the automatic loss of any right to claim.
In all cases, to obtain services the Beneficiary must:
Note: In some countries, especially the United States and Europe, due to billing standardization, many providers may send invoices to patients even after the account has been paid. If this occurs, the Beneficiary must contact the Assistance Service Center and report the situation; the Center will clarify it with the provider.
Should this occur, the Beneficiary must contact the Assistance Services Center by calling the numbers provided above or by writing to assistance@egassist.com and report the situation. The Center will then resolve the issue with the provider.
Reimbursement processing timelines:
Note: Reimbursements paid directly by EG ASSIST may be made by bank transfer or postal money order. EG ASSIST will assume the costs charged by the postal agency and direct charges from its own bank; additional charges assessed by the Beneficiary’s bank will be borne by the Beneficiary.
Reimbursement will be paid in Colombian pesos calculated at the exchange rate on the date the documents are formally submitted.
Benefits offered by EG ASSIST are detailed in Section X. Maximum coverage limits are shown on the contracted voucher and expressed in U.S. dollars (USD) or euros (EUR), depending on the assistance plan and geographic coverage.
This benefit expressly excludes EG ASSIST’s payment obligation arising from risks that involve financial transactions prohibited under regulations of the U.S. Department of the Treasury’s Office of Foreign Assets Control (OFAC), with respect to any beneficiary (individual, legal entity, or country) included on the list issued by said authority.
Some benefits are included only in certain products/plans; therefore, please review the voucher table. If a benefit is not listed on the voucher, it is not included, because the selected assistance plan does not provide that service.
Medical benefits are coordinated and authorized by the Assistance Services Center and its Medical Department, and are provided only for emergencies, within the voucher validity period, and subject to the exclusions and limits stated in these General Conditions and on the voucher.
*This benefit applies per event, not per trip, except in plans where the voucher expressly states that coverage is “Global Amount.”
Accidents arising from amateur sports practice are not covered under this item.
Note: The Assistance Services Center reserves the right to determine the appropriate course of management, including the recommended medical treatment and/or repatriation to the country of residence when medically feasible. If the Beneficiary refuses a medically indicated repatriation, all benefits granted under the EG ASSIST plan will cease.
EMERGENCY EXPENSES FOR CHRONIC OR PRE-EXISTING ILLNESS (ONLY IF INCLUDED ON THE VOUCHER)
This benefit applies only if it is expressly included on the voucher and only up to the stated limit.
It covers emergency care for an acute episode or unpredictable decompensation of a chronic or pre-existing condition, aimed at primary emergency stabilization during the trip. The Assistance Services Center may determine the appropriate course of care, including treatment at destination or repatriation, depending on the clinical scenario. Repatriation will be the recommended solution in cases where treatment requires long-term follow-up, scheduled surgery, or non-urgent surgery. The Beneficiary is required to accept this solution; if the Beneficiary refuses, all benefits provided under the assistance plan will cease.
This benefit does not cover the start or continuation of treatments, elective procedures, or investigative/diagnostic studies not directly linked to the acute and unpredictable decompensation event.
All sexually transmitted diseases are excluded from this benefit, including, but not limited to, syphilis, gonorrhea, genital herpes, chlamydia, human papillomavirus (HPV), Trichomonas vaginalis / trichomoniasis, human immunodeficiency virus (HIV), acquired immunodeficiency syndrome (AIDS), among others.
Under any of our plans, the following are not covered: dialysis procedures, transplants, oncology and psychiatric treatment, hearing aids, eyeglasses, contact lenses, dental bridges, pacemakers, implantable defibrillators, external ventilators, implantable devices, specific disposable equipment/supplies, etc. Also excluded are illnesses caused by the ingestion/use of drugs, narcotics, medications taken improperly or without a valid prescription, alcoholism, etc.
Injuries sustained while committing an illegal act are not covered.
Beneficiary Obligations:
If it is determined that the purpose of the trip is to receive treatment abroad for an illness the Beneficiary already suffers from, and that the current treatment is directly or indirectly related to the prior condition, EG ASSIST will be released from any obligation to provide services to the Beneficiary. For this purpose, EG ASSIST reserves the right to investigate whether the current event is connected to the prior condition.
Among the chronic and/or pre-existing illnesses defined in this clause, the following are mentioned by way of example, without limiting the exclusion of other chronic and/or pre-existing illnesses: kidney stones (renal lithiasis), gallstones (cholelithiasis), diabetes, phlebitis, deep vein thrombosis, and ulcers of any etiology.
Unresolved benign tumors or malignant tumors amenable to drug treatment, surgical, radiant either of high complexity in any order in question, and whose disease-free interval does not exceed 5 years after the last therapy performed.
EG ASSIST will not assume the cost of tests intended to assess the medical status of pre-existing conditions and/or to rule out their relationship to the condition that gives rise to the assistance request. Immunologic diseases or diseases involving immune compromise are considered chronic and/or pre-existing conditions, whether such immune compromise is a consequence of the disease itself or of medications used for treatment.
EG ASSIST makes available to the Beneficiary a 24-hour tele-medical orientation service. Based on the symptoms reported by the Beneficiary, the physician providing guidance will establish a provisional assessment aligned with international pre-
hospital emergency service triage protocols, through a Medical Triage process consisting of a structured clinical interview. The professional may determine service management and provide guidance to the patient; if the case is not suspected to be COVID-19 and in-person evaluation is not required at that time, the physician will provide the necessary recommendations for symptom management and care at the hotel or place of lodging. In addition, the Assistance Center will initiate ongoing follow-up to monitor the patient’s clinical evolution.
24-HOUR TELE-MEDICAL ORIENTATION (“TELEDOCTOR 24 HOURS”)
EG ASSIST makes available to Beneficiaries of its International Medical Assistance plans the “Teledoctor” tele-medical orientation service. When the Beneficiary contacts our Assistance Center, the call is answered by one of our operators, who— after verifying the Beneficiary’s information—may transfer the call to the on-duty General Practitioner, who will assess the Beneficiary’s health situation and may take one of the following actions:
Within the coverage limits that expressly include this benefit in the EG ASSIST Particular Conditions, EG ASSIST will assume only medical assistance expenses (emergency medical evaluation and ultrasounds associated with such emergency care) for clear and unforeseeable complications that may arise in connection with pregnancy, including the pathological cause or complication that leads to premature delivery and spontaneous miscarriage up to week 26 of gestation, only up to the limit indicated on the voucher for this concept and provided that the Beneficiary’s assistance plan is in force.
To assume these expenses, there must always be a request from the intervening medical team and prior authorization from EG ASSIST’s Medical Department and operational Center.
Specific Exclusions: The following events are expressly excluded from coverage:
Within the coverage limits, EG ASSIST will cover dental expenses arising from an emergency due to or caused by trauma, accident, or infection, limited solely to pain management and/or tooth extraction resulting from infection or trauma. Dental treatments such as root canals, fillings, crowns, dentures, sealants, cleanings, smile makeovers, or any other treatment not explicitly specified in these terms are excluded from coverage.
Within the coverage limits, EG ASSIST will cover the costs of medications prescribed by the attending physician at the Assistance Services Center, up to the coverage limits established in the contracted plan. Disbursements made by the beneficiary for the purchase of medications previously authorized by the Assistance Services Center Will be reintegrated, inside of the boundaries of coverage and against the preview presentation of the original purchase receipts, the original copy of the medical report or opinion clearly indicating the diagnosis received, as well as the formula or a medical prescription. We recommend that beneficiaries remember to request these documents from their treating physician; failure to present these documents may result in non-reimbursement of expenses for prescribed medications. Please note and inform that EG ASSIST will not cover medication expenses for pre existing conditions, even if diagnosed by the attending physician at the Central Assistance Services Center. find also excluded the medications by treatment of diseases
In the event of an emergency or urgent situation, and if the Assistance Services Center deems it necessary, EG ASSIST will arrange the transfer of the Beneficiary to the nearest appropriate health care facility, by the means of transportation that the Medical Department of the Assistance Services Center considers most appropriate, based on the nature of the injury or illness. It is expressly established that, in urgent or emergency cases, any medical transfer must be previously requested and authorized by EG ASSIST’s Assistance Center. Failure to comply with this requirement releases EG ASSIST from any obligation to cover such transfer.
“Medical repatriation” means the transfer of the ill or injured Beneficiary from the location where they are situated to the airport of entry in the Beneficiary’s country of habitual residence. Only EG ASSIST’s Medical Department may authorize and implement the measures described in this clause. The Beneficiary or any family member is prohibited from arranging repatriation on their own without EG ASSIST’s prior written authorization. In addition, repatriation must be medically and scientifically justified and authorized by the treating physician managing the assistance coordinated by EG ASSIST. If the Beneficiary and/or their family members or companions decide to carry out repatriation without requesting or considering the opinion of EG ASSIST Medical Department, and repatriation is performed in that manner, EG ASSIST will bear no responsibility whatsoever; therefore, repatriation and all related expenses, consequences, and outcomes will be the sole responsibility of the Beneficiary and/or their family members or companions, with no right of claim against EG ASSIST.
When EG ASSIST Medical Department, in agreement with the treating physician, deems medical repatriation necessary and recommends it, repatriation will be performed in the first instance by the most convenient available means of transport and/or by commercial airline, economy class, subject to seat availability, to the airport of entry in the country of residence. EG ASSIST will pay any fare difference due to a date change or the purchase of a new ticket if the original ticket is non-changeable. This assistance includes ambulance transport or other means compatible with the Beneficiary’s health condition and approved by EG ASSIST’s Medical Department, from the place of hospitalization to the country of residence, with the necessary support structure, including stretcher, wheelchair, walker, medical escort if required, etc.
No expense for repatriation will be recognized when the cause giving rise to it results from a pre-existing condition or corresponds to an event listed under the general exclusions, except in plans that include the benefit of emergency expenses for chronic or pre-existing illness, in which case it will be recognized only up to the applicable coverage limit. This benefit applies exclusively within the voucher validity dates.
TRANSFER OF AN IMMEDIATE FAMILY MEMBER (FIRST-DEGREE CONSANGUINITY) DUE TO BENEFICIARY HOSPITALIZATION
If a Beneficiary traveling alone and unaccompanied is hospitalized for more than ten (10) days, EG ASSIST will provide an economy-class airline ticket, subject to seat availability, for one accompanying family member. The Beneficiary may also be entitled to hotel expenses for the accompanying family member in the amount of USD 80 (eighty dollars) per day for up to seven (7) days, or until the patient’s discharge, whichever occurs first.
Note: For this clause and any other clause covering lodging expenses, such expenses are limited to lodging only, excluding restaurant charges, laundry, telephone, minibar, room service meals, or any other additional expense.
RETURN TICKET DUE TO A SERIOUS EMERGENCY AT HOME
In the event of fire, explosion, flooding, or robbery involving damage and violence, without any other cause being considered as the reason for the serious emergency at the Beneficiary’s home address (the residence address recorded at the time of purchase of the voucher) while the Beneficiary is traveling, if there is no person who can take charge of the situation and the Beneficiary’s original return ticket does not allow a free date change, EG ASSIST will cover the applicable fare difference or the cost of a new economy-class ticket from the location where the Beneficiary is located to the airport closest to the Beneficiary’s home in the country of residence. This assistance request must be supported by submission to the Assistance Services Center of the original police report within twenty-four (24) hours following the event. The Beneficiary must contact the Assistance Services Center to obtain authorization. Reimbursement requests will not be accepted without justification.
RETURN TICKET DUE TO DEATH OF A FIRST-DEGREE FAMILY MEMBER
If the Beneficiary must return to their country of habitual residence due to the death of a first-degree family member (parent, spouse, child, or sibling), and the Beneficiary’s original return ticket does not allow a free date change, EG ASSIST will cover the applicable fare difference or the cost of a new economy-class return ticket to the country of residence. This assistance must be supported by the family member’s death certificate and documentation evidencing the relationship.
GUIDANCE IN CASE OF LOSS OF DOCUMENTS OR LUGGAGE
EG ASSIST Will advise the Beneficiary on how to report the loss or theft of his luggage and effects personal, for it which will put to his provision the EG ASSIST will also provide assistance to the beneficiary in case of loss of travel documents and/or credit cards, giving them instructions on how to file the corresponding reports and process their recovery.
Will reimburse the Beneficiary whose assistance plan so stipulates, upon presentation of the original purchase receipts for items of first need, carried out during he lapse of delay in the baggage delivery. Purchases must be made after the relevant claim has been filed with the airline, and after notifying the Assistance Services Center and providing the corresponding Property Irregularity (PIR) number issued by the airline. This benefit applies only when he luggage complete six (6) hours of loss counted from the arrival of the flight, therefore, the expenses of first need stipulated they must be duly supported for access to the refund up to the coverage limit described in the certificate or voucher. Purchases carried out later to the moment of the delivery of the luggage They will not be eligible for refund.
If the delay or loss occurs on connecting flights or on a return flight to the Beneficiary’s country of origin and/or habitual residence, no compensation will be granted.
In case of delayed baggage, follow these instructions:
Important note: Failure to notify within the stipulated time and failure to submit invoices/receipts will result in loss of this benefit with no right to claim.
Upon returning to the country of origin, the Beneficiary must submit the following documentation at the offices:
If the baggage is declared totally lost by the airline, the amounts reimbursed under this “Delay in Return of Baggage” benefit will be deducted from the amount payable under the “Compensation for Loss of Baggage” benefit.
This service operates by reimbursement, subject to prior authorization by the Assistance Services Center and governed by the timeframes established for reimbursement processing.
Note: Compensation for delayed return of baggage applies per piece of baggage/cargo and not per person.
COMPENSATION FOR LOSS OF BAGGAGE BY A COMMERCIAL AIRLINE
EG ASSIST will compensate the Beneficiary, as a complementary amount, in the same sum paid or recognized by the airline, up to the limit specified in the benefits table. The following terms and conditions apply to this benefit:
It is important to note that, in baggage loss cases, the parties directly responsible are the airlines or carriers. Therefore, EG ASSIST will not intervene as an intermediary between the airline/carrier and the passenger and may not be considered responsible for the loss or for locating the baggage. Airlines reserve the right to accept or reject claims made by EG ASSIST and generally may require that claims be filed directly by passengers, not through EG ASSIST’s intervention.
Indemnifications for total loss of baggage will be paid only in the country where the EG ASSIST assistance plan was purchased.
Upon returning to the country of residence, the Beneficiary must submit the following documentation at EG ASSIST offices:
EG ASSIST may proceed with reimbursement for compensation for baggage loss only after the airline responsible for the loss has duly indemnified the Beneficiary. The Beneficiary may not be indemnified without the airline’s proof of payment.
Note: Compensation to the Beneficiary will be complementary to the amount paid by the airline, as indicated in the voucher corresponding to the purchased EG ASSIST assistance plan. In the event of complementary indemnification, the amount will be determined as the difference between the amount paid by the airline and the amount determined under the purchased plan, and always up to the maximum limit indicated for this concept on the voucher. No compensation will apply if the airline’s indemnification equals or exceeds the maximum limit established on the voucher for this concept. Additionally, compensation for baggage loss applies per piece of baggage/cargo and not per person.
EG ASSIST provides to the Beneficiary he service of support A professional psychologist will provide guidance and basic tools to help the client cope with the situation leading to the consultation, either by phone or online, depending on the client’s preference. This professional intervention does not constitute a psychotherapeutic or psychiatric process; therefore, No has to be used none case by part of these for establish a diagnosis or self-medication.
Additional benefits (“Upgrades”) are acquired together with the assistance plan (not separately) and are subject to the specific conditions, requirements, and exclusions stated for each upgrade, in addition to the General Conditions.
EG ASSIST will cover the costs of care resulting from accidents arising from the recreational practice of, or participation in professional competition (up to the contracted medical coverage limit and not exceeding USD 100,000) of the following sports:
Note: The age limit for extreme sports in any category is a minimum of 15 years and a maximum of 65 years.
| Sport | Category Sport | Category | |
|---|---|---|---|
| Aerial Dance (acrobatics on canvas or aerial gymnastics) | 4 | Medicine Ball | 2 |
| Aerobatic Skiing | 4 | Model Flying | 2 |
| American Football | 3 | Modern Dance | 2 |
| Angling in Deep Waters | 2 | Modern Pentathlon | 4 |
| Aquabike | 3 | Motorcycle Racing | 4 |
| Auto Racing (top competition) | 4 | Mountain Bike | 3 |
| Backgammon | 1 | Mountaineering (with ropes) | 4 |
| Badminton | 2 | Mountaineering / Hiking | 3 |
| Base Jumping | 4 | Motorcycle | 3 |
| Baseball | 2 | Motorcycle Racing (not top competition) | 3 |
| Basketball | 2 | Motorsports | 4 |
| Beach Volley | 2 | MotoCross | 4 |
| Billiards | 1 | Motorcross | 4 |
| BMX | 4 | Polideportiva Sordos | 4 |
| Bobsledding / Skeleton | 4 | Powerlifting | 4 |
| Body Building | 4 | Pro Racing (Automobile) | 4 |
| Bowling | 1 | Professional Sports | 4 |
| Boxing | 4 | Rafting | 4 |
| Bridge | 1 | Rally | 4 |
| Camping | 2 | Rappelling | 4 |
| Canopy | 4 | Roller Hockey | 2 |
| Canoeing (not white water) | 2 | Roller Skating | 2 |
| Canoeing / Kayaking (white water) | 4 | Rowing | 2 |
| Car Racing | 4 | Rugby | 3 |
| Catamaran | 2 | Running | 2 |
| Caving | 4 | Salmon Fishing | 2 |
| Chess | 1 | Sailing | 2 |
| Cliff Diving | 4 | Sandboarding | 4 |
| Climbing | 4 | Scuba Diving | 4 |
| Cross Country Skiing | 2 | Sea Fishing | 2 |
| Cycling | 3 | Skateboarding | 3 |
| Darts | 1 | Ski | 3 |
| Deep Sea Diving | 4 | Ski Jumping | 4 |
| Downhill Skiing | 4 | Skydiving | 4 |
| Driving | 2 | Sledding | 2 |
| Equestrian | 3 | Snorkeling | 2 |
| Extreme Sports | 4 | Snowboarding | 3 |
| Fencing | 2 | Snowmobiling | 4 |
| Field Hockey | 2 | Soccer | 2 |
| Fishing | 2 | Sprint Running | 2 |
| Football | 2 | Squash | 2 |
| Free Diving | 4 | Surfing | 3 |
| Free Style Skiing | 4 | Swimming | 2 |
| Golf | 2 | Table Tennis | 1 |
| Hang Gliding | 4 | Tae Kwon Do | 4 |
| Hiking (without ropes) | 3 | Tango | 2 |
| Hockey | 2 | Tennis | 2 |
| Horse Racing | 3 | Track and Field | 2 |
| Horseback Riding | 3 | Trail Running | 3 |
| Ice Hockey | 2 | Triathlon | 4 |
| Ice Skating | 2 | Tubing | 3 |
| Jet Ski | 3 | Water Polo | 2 |
| Judo | 4 | Water Skiing | 3 |
| Karate | 4 | Weightlifting | 4 |
| Kayaking | 3 | Windsurf | 3 |
| Kite Surfing | 4 | Wrestling | 4 |
Coverage for accident, illness, and funeral repatriation
The validity period will be the same as the EG ASSIST travel assistance voucher, with a maximum of 365 consecutive days. This benefit may be purchased by a pet owner upon payment of an additional fee. This benefit may be sold for dogs and cats that are not included under the specific exclusions of this service.
In the event of an accident and/or a non-pre-existing illness affecting the pet, EG ASSIST will cover the necessary veterinary assistance expenses, such as consultations, medications, diagnostic tests, and surgical interventions, among others, provided that a verifiable emergency exists. In addition, in the event of the pet’s death, EG ASSIST will organize and pay for funeral repatriation, assuming the costs of: the mandatory coffin/container for international transport, administrative procedures, and transportation of the body by the means it deems most convenient to the port of entry in the pet owner’s country of habitual residence, as stated in the EG ASSIST assistance plan.
Specific requirements for this Benefit:
a. Only dogs and cats are eligible.
b. The pet must be at least four (4) months old and no older than eight (8) years. c. The pet owner must provide a complete and valid vaccination record; if the pet is under one (1) year old, the owner must evidence that booster vaccines were administered.
d. The pet must not have any illness at the time of travel.
e. The pet must be properly dewormed (internal and external).
f. This benefit applies to one (1) pet per person.
Specific exclusions for this Benefit
Any pregnant person who wishes to purchase an EG ASSIST assistance plan may do so upon payment of an additional fee. This benefit may be sold to pregnant persons with up to a maximum of thirty-two (32) weeks of gestation. The benefit applies primarily to emergencies arising during the trip, including emergency checkups, urgent ultrasounds, medical assistance for illnesses caused by the pregnancy condition, emergency delivery due to illness or accident that puts the life of the mother or child at risk, miscarriages/abortions of any kind, and any medical assistance derived from the pregnancy condition. This benefit will have a maximum validity of thirty (30) days counted from the start of the international trip.
Specific exclusions for this Benefit
a. Checkups, ultrasounds, general medical consultations, medical studies, etc., that are part of routine pregnancy monitoring and are not emergencies. Likewise, all complications resulting during and after pregnancy.
b. Normal, term deliveries and cesarean sections. Newborn-related medical expenses.
c. When it is determined that the purpose of the trip is to give birth abroad.
d. When it is determined that the voucher was sold/issued after week 32 of pregnancy.
Note: The age limit to access the Expectant Mother benefit is a minimum of nineteen (19) years and a maximum of forty-five (45) years.
Coverage for mobile and/or portable devices such as cell phones, laptops, tablets, photo and video cameras.
Losses or physical damage that occur suddenly and unexpectedly, making repair or replacement necessary to restore the device to conditions similar to those existing immediately before the loss, are covered when caused by:
DEDUCTIBLE: 20% of the device’s value in the second-hand market. The compensation value will be the device’s value in the second-hand market.
This benefit applies only to international trips and is not valid for travel within the country of residence.
This benefit complements replacement for up to one (1) electronic device.
Note: To access this benefit, the passenger must have registered the electronic device 24 hours before the start of the assistance plan validity, by email assistance@egassist.com , provided that the contracted plan includes Technology Protection Upgrade coverage.
Documents required to register the device
If the Beneficiary suffers from a pre-existing or chronic illness at the start of the international trip—even if unknown to the Beneficiary—as established in these General Conditions, EG ASSIST is automatically exempt from providing services or assistance at its expense under the purchased assistance plan. However, by exception and only in those cases where expressly stated, EG ASSIST will assume charges for medical assistance due to pre-existing or chronic illness in favor of the Beneficiary up to a maximum amount determined in the corresponding purchased plan. In such cases, EG ASSIST will recognize the first clinical consultation in which the pre-trip condition and/or illness is determined, up to the amounts set forth in the applicable Summary of Benefits Table.
Acute episode or unpredictable event; decompensation of chronic and/or pre-trip conditions, whether known, concealed, or previously asymptomatic. This coverage is provided exclusively for primary medical care during the acute or unpredictable episode, within the higher coverage specified by the contracted plan. The emergency must require assistance during the trip and cannot be postponed until return to the country of residence. The Emergency Management Center/Assistance Center reserves the right to decide the most appropriate treatment among those proposed by medical personnel and/or repatriation to the country of residence.
Repatriation will be the recommended solution in cases where treatment requires long term follow-up, scheduled surgery, or non-urgent surgery. The Beneficiary is required to accept this solution; if the Beneficiary refuses, all benefits provided under the assistance plan will cease.
The start or continuation of treatments, diagnostic procedures, investigative procedures, or diagnostic/therapeutic conduct that is not related to the acute and unforeseeable episode is excluded from this benefit.
All sexually transmitted diseases are excluded from this benefit, including, but not limited to, syphilis, gonorrhea, genital herpes, chlamydia, human papillomavirus (HPV), Trichomonas vaginalis / trichomoniasis, human immunodeficiency virus (HIV), acquired immunodeficiency syndrome (AIDS), among others. Likewise excluded are: dialysis procedures, transplants, oncology and psychiatric treatment, hearing aids, eyeglasses, contact lenses, dental bridges, pacemakers, implantable defibrillators, external ventilators, implantable devices, specific disposable supplies/equipment, etc.; and illnesses caused by the ingestion/use of drugs, narcotics, medications taken improperly or without a valid prescription, alcoholism, etc.
Beneficiary obligations
Note: The maximum age limit to access the pre-existing medical assistance benefit under this upgrade is seventy-four (74) years.
The following events are expressly excluded from the EG ASSIST assistance system:
EG ASSIST will not assume costs for physiotherapy prescribed for the treatment of conditions related to occupational accidents, repetitive tasks, or chronic and/or degenerative diseases of bones or muscles. Physiotherapy will be covered only when the condition was caused by a non-occupational accident, subject to prior authorization by the Medical Department of the Assistance Services Center, provided it is determined that such sessions may improve the passenger’s current condition; under no circumstances may it exceed ten (10) sessions.
If it is determined that the purpose of the trip is to receive treatment abroad for an underlying illness, and that the current treatment is directly or indirectly related to the prior condition that motivated the trip, EG ASSIST will be released from providing its services. For this purpose, EG ASSIST reserves the right to investigate the connection between the current event and the prior condition.
Jurisdiction Agreement: It is expressly agreed between the parties, with respect to the contractual relationship between the Beneficiary of the voucher and EG ASSIST, that any dispute regarding interpretation of its scope and/or any judicial claim that cannot be resolved amicably shall be submitted to the jurisdiction of the Beneficiary’s country of residence.
Non-Cumulative Services and/or Intervention of Other Companies: Under no circumstances will EG ASSIST provide the assistance services established in the medical assistance plan or travel certificate, nor will it reimburse expenses of any kind, insofar as the Beneficiary requests or has requested services for the same problem and/or condition from any other company, before, during, or after having requested them from EG ASSIST.
Up to the amount of the sums disbursed in fulfillment of the obligations arising under these General Conditions, the EG ASSIST assistance plans and/or the insurance companies that assume the risk as a result of EG ASSIST’s mandate shall be automatically subrogated to the rights and actions that may correspond to the Beneficiary or their legal successors/entitled parties against third parties, whether individuals or legal entities, by virtue of the event that gave rise to the assistance provided and/or benefit paid.
In addition, the plan Beneficiary undertakes to pay to EG ASSIST, immediately upon receipt, any amount that the Beneficiary has received from the party responsible for the event and/or from its/their insurance company(ies) as an advance payment on account of the final settlement of the indemnification to which the Beneficiary may be entitled, up to the amount of the payments made by EG ASSIST and/or paid by the insurers in connection with the event.
Without the following list being deemed exclusive, the subrogation expressly includes the rights and actions that may be exercised against the following parties:
a) Third parties responsible for a traffic accident.
b) Third parties responsible for payment of all or part of the expenses that may arise as a result of the event suffered by the Beneficiary, including: the Beneficiary’s international medical insurance, another travel assistance company, and travel assistance coverage included in the Beneficiary’s credit card(s).
c) Transportation companies, with respect to the total or partial reimbursement of the price of unused tickets, when EG ASSIST has assumed the transfer of the Beneficiary or the transfer of the Beneficiary’s remains.
Consequently, the Beneficiary irrevocably assigns to EG ASSIST the rights and actions covered by this clause, undertaking to carry out all legal acts necessary for such purpose and to provide all cooperation required in connection with the agreed subrogation.
EG ASSIST will not accept any responsibility nor will it entertain actions arising from the relationship between the Beneficiary and EG ASSIST after three hundred sixty-five (365) calendar days counted from the occurrence of the event giving rise thereto.
If the Beneficiary refuses to cooperate or to subrogate such rights, EG ASSIST will be released from the obligation to provide the offered and/or due benefits. Likewise, EG ASSIST reserves the right to assign, in whole or in part, both the rights arising from the contractual relationship with the Beneficiary and the performance/execution of services and other obligations on its part to third-party legal entities professionally engaged in the assistance industry. In this regard, the Beneficiary acknowledges such right and expressly waives any prior notice of such assignments.
Neither EG ASSIST nor its network of service providers shall be liable, enforceable, or subject to performance for fortuitous events causing delays or non-performance not attributable to them, due to natural disasters, strikes, wars, invasions, acts of sabotage, hostilities, rebellion, insurrection, terrorism, uprisings, popular demonstrations, radioactivity, or any other force majeure cause. When circumstances of this nature intervene, EG ASSIST undertakes to perform its commitments within the shortest possible time, provided that once performance becomes feasible, the contingency that justifies the service still exists.
EG ASSIST reserves the right to require the Beneficiary to reimburse any expense improperly incurred by EG ASSIST, in the event that services not contemplated under this contract were provided or services were provided outside the validity period of the contracted assistance plan, as well as any payment made on behalf of the Beneficiary.
EG ASSIST shall not be liable and shall not indemnify the Beneficiary for any damage, loss, injury, or illness caused by EG ASSIST having, at the Beneficiary’s request, provided persons or professionals to assist the Beneficiary medically, pharmaceutically, or legally. In such cases, the person(s) designated by EG ASSIST shall be considered agents of the Beneficiary, with no recourse of any nature whatsoever against EG ASSIST by reason of such designation.
EG ASSIST strives to make the best health professionals and resources available to Beneficiaries; however, EG ASSIST may never be held wholly or partially responsible for deficient services or malpractice by such professionals or entities.
Any claim intended to enforce the obligations assumed by EG ASSIST under these General Conditions must be submitted in due form and in writing within a maximum, non-extendable period of thirty (30) consecutive calendar days counted from the voucher end date. Once such period has elapsed, all rights not timely exercised shall automatically lapse.
DOCUMENTS REQUIRED FOR REIMBURSEMENT – MULTI-CAUSE UPGRADE / TRIP CANCELLATION DUE TO FORCE MAJEURE OR MULTI-CAUSE / COVID-19 UPGRADE
o Attach travel itinerary.
o Attach copy of outbound and return airline tickets.
EG ASSIST’s reimbursements department reserves the right to request additional documents if necessary for reimbursement analysis.
Note: The company reserves the right to request additional documentation if deemed necessary.
These procedures generate a deductible of USD 15 for administrative expenses; for family plans, the deductible applies per Beneficiary.
Note: EG ASSIST reserves the right to request additional documentation from the claimant if deemed necessary.
Below are the definitions of the terms used in these General Conditions, to facilitate a better understanding for Beneficiaries of an EG ASSIST plan:
Accident: The event that causes bodily injury to the Beneficiary, produced by external agents that are beyond the Beneficiary’s control, in motion, violent, visible, and sudden. Whenever the term “accident” is used, it shall be understood that the resulting injury or condition was caused directly by such agents and independently of any other cause. Accidents arising from the Beneficiary’s carelessness, provocation, or failure to take preventive measures are excluded from all assistance. If bodily injury is produced as a consequence of causes other than those described above, the Beneficiary will have coverage up to the Medical Assistance for Illness amount under the purchased plan.
Acute Illness or Acute Medical Condition: A short and relatively severe process altering the condition of the body or one of its organs, which may interrupt or alter the balance of vital functions and may cause pain, weakness, or other manifestations outside the body’s normal behavior.
Amateur Sports: Sports practiced without profit motive, by amateurs for leisure and/or recreational activities.
Assistance Plan or Product: The detailed set of travel assistance services offered, indicating an exhaustive list of such services and their monetary, quantitative, geographic, and Beneficiary age limits.
Assistance Services Center: The office that coordinates the provision of the services required by the Beneficiary in connection with assistance. It is also the department of professionals that provides supervision, control, and coordination services and that intervenes in and decides all matters and/or benefits to be provided under these General Conditions that relate to medical issues.
Beneficiary: The Beneficiary is exclusively the holder/beneficiary named on the voucher.
Basic Necessity Expenses: Expenses incurred for the purchase of personal, non transferable items. These are understood to include exclusively: clothing (outerwear and underwear), shoes, personal hygiene items (shampoo, conditioner, soap— liquid, bar, or powder—, toothbrush, toothpaste, deodorant, shaving cream, razor, feminine hygiene products) and makeup. Any other item not included in the list above shall be deemed excluded from any benefit.
Catastrophe: An unfortunate event that seriously disrupts the regular order of things and involves numerous people.
Chronic Disease: Any continuous, recurring, and persistent pathological proces lasting more than 30 days.
Congenital Disease: A pathology that is present or exists from before birth.
Deportes Amateur: Es el deporte practicado sin ánimo de lucro, por aficionados por ocio y/o actividades recreativas.
EG ASSIST: The entity responsible for coordinating the provision of traveler assistance services detailed in the CERTIFICATE or VOUCHER during the Beneficiary’s stay in the destination city.
Force Majeure: An event that cannot be foreseen, resisted, or avoided. It excuses compliance with an obligation and/or results from the action of a third party.
Medical Department: The group of EG ASSIST medical professionals who intervene and make decisions regarding all matters and/or benefits provided or to be provided in accordance with these General Conditions.
Maximum Limits: The maximum coverage amounts assumed by EG ASSIST, indicated in the voucher for each service and according to the contracted assistance product.
Pre-existing Illness or Pre-existing Medical Condition: Any pathological physical process that has an origin or etiology prior to the start date of the plan’s validity or the trip (whichever is later) and that can be objectively demonstrated through customary, routine, accessible, and commonly used diagnostic methods worldwide (including, but not limited to: Doppler studies, nuclear/magnetic resonance imaging, catheterization, radiology, etc.). A “pre-existing condition” means any illness or bodily state, whether known or unknown to the Beneficiary, that required a period of formation, development, gestation, or incubation within the Beneficiary’s body before the trip began. Common examples of pre-existing conditions (for illustrative purposes only) include: kidney or gall stones; obstructions of arteries or veins by clots or other causes; respiratory diseases such as asthma; lung problems and emphysema; HIV; conditions generally related to blood pressure; glaucoma; cataracts; nephritis; ulcers or gastric diseases; diseases resulting from congenital deformities; genital mycoses; liver abscesses; cirrhosis; elevated blood sugar; high cholesterol; high triglycerides; and others. These conditions require a short or long formation period, but in all cases longer than a few hours of flight time, recognizing that such state or pathological process existed within the body before boarding the airplane or other means of transportation on the date the assistance service became effective, even if symptoms first appear after the trip begins.
Recurrent Medical Illness: The return, repetition, or reappearance of the same illness or condition after having been treated.
Serious Illness: An alteration or deviation of the physiological state in one or more parts of the body, manifested by characteristic symptoms and signs, with a more or less foreseeable course; i.e., any condition or injury with permanent or non permanent sequelae that partially limits or totally prevents the usual occupation or activity of the affected person, or renders the person unable to perform any activity, and may or may not require assistance from other persons for the most essential activities of life.
Sudden or Unforeseen Illness: A prompt, unexpected, and unforeseen illness contracted after the start date of the Beneficiary’s EG ASSIST travel medical assistance coverage.
Treating Physician: A medical professional provided or authorized by EG ASSIST’s Assistance Services Center who attends the Beneficiary at the location where the Beneficiary is located.
Trip Interruption: The irrecoverable loss of deposits or expenses prepaid for the trip corresponding to penalties and fees imposed due to interruption of the international trip, including those generated with respect to airline tickets, hotel reservations, cruises, loss of scheduled excursions, and the cost of tickets for shows, sporting events, or public events. Coverage applies when the Beneficiary has already started the trip and is enjoying it, but due to causes beyond the Beneficiary’s control is forced to suspend it, provided that such cause(s) correspond to the circumstances expressly and exhaustively listed as cancellation causes.
The Beneficiary is deemed to have started the trip once their passport is stamped at Immigration/Emigration, until arrival at the port of residence, which is also evidenced by the entry stamp in the Beneficiary’s passport.
Voucher: The document delivered to the Beneficiary, which contains, among other information, the Beneficiary’s personal data, the number and type of the contracted assistance product, and which forms part of the Travel Assistance Services agreement together with the General Conditions of the assistance services purchased by the Beneficiary.
Waiting Period: The period of time during which the benefits included in the plan are not effective. Such period is calculated in days counted from the voucher start date, provided that the Beneficiary is already outside their place of habitual residence at the time of purchase.
These General Conditions constitute the assistance contract provided by EG ASSIST. Acceptance is confirmed through payment of services or the use of any contracted benefit.