How does IMG work with clients to set up GlobalSecur®?
In all cases IMG will provide a comprehensive implementation map that describes all facets of GlobalSecur including the agreed case handling and notification procedures. IMG provides clients with access to a specific, secure SharePoint site that includes a task list and discussion areas.
How do we communicate information about GlobalSecur® to employees?
IMG will provide clients with a short explanatory video developed specifically for your company. We will provide specimen employee communication information as requested.
Can the GlobalSecur® website be modified to suit client requirements?
Yes, changes can be made to reflect client branding and required content. There is usually no charge for the changes unless they are overly complex.
How can we determine if every traveler who has been issued and itinerary is also enrolled in GlobalSecur®?
The GMS system has built-in search and report features that will provide a comparison between those who have been issued itineraries and those who have not enrolled. The enrollment process is important since employee contact details are needed for notification purposes.
How can and employee’s location be tracked if no itinerary has been issued for a trip e.g., for cross-border operations in which no air travel is involved, or in situations in which a traveler arranges for additional air travel while overseas?
In travel situations in which no itinerary is issued, the employee is able to access their own GMS account and enter additional information such as hotels, onward air travel etc., manually. If and itinerary for additional travel is issued by the travelers usual travel provider then the information will be captured by GMS in the normal manner. For travel in countries or cities that present a higher than usual risk, IMG has the ability to closely monitor employee whereabouts in the absence of and itinerary.
How does IMG receive information from itineraries?
Travel data is automatically captured from the travel provider who issues travel itineraries. If travel related data is captured from providers other than American Express for example, IMG will provide suitable data capture software at no charge.
Is there a separate charge for monitoring each travel itinerary?
No, IMG does not charge an individual for the Passenger Name Record (PNR). The annual fee covers unlimited travel and travelers.
Does IMG require the advance purchase of a “block” of anticipated travel itineraries that will need to be tracked?
Can GlobalSecur® provide information that compares the issue of itineraries with employees who have enrolled?
Yes, the GMS software provides a number of reports that will enable a client to determine whether employees have enrolled in the Global Monitoring System. Since the GMS software is subject to continuous improvement (based largely on client requests) further development of the software based on a client need in most cases be accommodated.
Can subsidiary companies use GlobalSecur® GMS to monitor their own travel?
Yes, the Global Monitoring System (GMS) can be used to monitor the travel of an unlimited number of subsidiary companies. Users can select their company when they enroll. (Please note that there may be a nominal fee for subsidiary company set up.)
Is it possible for us to monitor specific categories of travelers and see their travel patterns separately?
Yes, the Global Monitoring System allows administrators to view separately different categories of travelers and overseas personnel. As examples, clients can monitor senior executive travel, personnel permanently located in an overseas country, etc.
How is remote access to IMG’s website handled? Is it necessary to enter usernames and passwords?
If access to the IMG site is gained by the corporate intranet, no user credentials are required. For access outside of the corporate intranet, IMG uses authentication software to achieve the same result and will advise how this should be done.
Can more precise monitoring of employee travel be provided in countries where there is a high risk or for specific traveler categories e.g. senior executives?
Yes, specific monitoring technologies have been developed to accommodate this requirement. The precise location of employees is displayed on a specific map overlay. (Note: if clients request this feature IMG can provide further information and a cost estimate.)
Can IMG provide in-country briefings in the event of a change in a country’s security or medical status?
IMG provides in country briefings as required or requested. IMG coordinates this function through its agent network. Initial requests should be directed to IMG.
When should I use MEDEX services?
MEDEX is available 24 hours a day every day of the year to help with any type of travel-related medical or security situation. From lost passports and prescription medication to emergency medical and security evacuations, MEDEX is available to help.
How do employees know which number to call in an emergency or for routine questions?
MEDEX identification cards are issued to all travelers. These cards can be customized as required. The cards display a toll-free and single US-based emergency contact number that is used to communicate with The Emergency Response Center (ERC). Dialing instructions for use in dialing the emergency number from multiple countries are also printed on the card. Travelers can also call the US-based number collect.
The emergency number can also be used for routine, non-emergency calls that may include the loss of a passport or questions on a host of other topics such as which parts of a city present the most danger, etc.
The number is also included in employee communications on the GlobalSecur® website and in an explanatory employee video.
What if I have a non-medical problem?
You can call MEDEX for assistance with lost or stolen passports, legal referrals, translation services, emergency transfer of funds and a host of other non-medical problems.
How are calls to the 24/7 Emergency Response Center dealt with?
The case manager who receives the call will immediately call up case handling instructions that have been specifically developed for each individual client.
What is the procedure when the Emergency Response Center receives a call requesting medical assistance?
In the event of a medical emergency, travelers should always immediately go to the nearest physician or hospital or, if appropriate, call local emergency responders. The primary goal should be to get the traveler to a location where their medical condition can be evaluated. Upon receiving a call for assistance, MEDEX’s medical team will assess the capabilities and resources of the treating facility against the traveler’s injury/illness. If by MEDEX’s review, we determine that the treating facility is not adequate and/or cannot properly handle the extent of the travelers medical condition, MEDEX will arrange for the traveler to be moved to the nearest, most appropriate hospital. This can be by ground or air transport. Once the evacuation has been successfully completed and the traveler has been stabilized, MEDEX will monitor their treatment until they can be discharged. Once discharged, we will coordinate their transportation back to their point of origin or to their home residence. If the initial facility is capable of meeting their medical needs, MEDEX’s medical team will continue to monitor their treatment until discharged.
If the medical situation is less-emergent, travelers should contact MEDEX for assistance. For example, if a traveler contracts the flu in Hong Kong and needs to see a local doctor, the traveler can contact MEDEX for an approved medical referral. MEDEX can even arrange the medical appointment on the traveler’s behalf.
Regarding international hospitals and claims facilitation, MEDEX is able to assist travelers with hospital admission, such as relaying insurance benefit information, to help prevent delays or denials of medical care. We will also assist with discharge planning, and upon securing payment or a guarantee to reimburse, MEDEX will issue a guarantee of payment for approved medical expenses or will wire funds to ensure a member’s emergency hospital admittance.
How does MEDEX locate appropriate medical care?
MEDEX has a global network of more than 59,000 providers. The network contains hospitals, physicians, clinics, air ambulances, ground ambulances, security specialists and many more organizations dedicated to helping you. MEDEX has rigorous credentialing standards to ensure your health and safety. Travelers are provided referrals based on medical specialty needed, location, language, office hours, training, etc.
What happens if I’m hospitalized?
It is important to notify MEDEX as soon as possible. MEDEX will then monitor your care and work through the complex details of foreign hospitalizations. MEDEX will immediately speak with your treating doctor to assess your condition, your treatment plans, and whether or not an evacuation is necessary. We will update your family, employer and personal physician as appropriate, and we will coordinate all insurance verifications and admission details.
Will MEDEX require me to go to specific hospitals, doctors, or clinics?
In order to reap the full benefits of MEDEX services, Travelers Should Contact the Emergency Response Center for a local medical referral. MEDEX refers members to the best providers in the area, and if the traveler goes to another facility, we cannot be certain of the quality of care or level of treatment. However, MEDEX will provide the same assistance services regardless of where you are treated.
What are the steps leading up to an evacuation?
IMG will brief (client) personnel on the need to plan for a possible evacuation event and will provide a concise overview of the process. IMG will notify (client) of unfolding events and will advise the Company appropriately. The Watch, Warning, Alert and Evacuation steps and Triggering Events that initiate the steps will be part of IMGs dialogue with (client). IMG will initiate an evacuation when approval from (client) senior management is received.
Will IMG coordinate all extractions directly with a client?
Yes, the final decision to evacuate personnel will rest with the client’s senior management. The decision is typically made based on information communicated by IMG, as well as other factors.
If an employee calls for an extraction, and between the times they call and the team arrives to extract them, the person becomes injured, how can this person receive medical attention?
Since MEDEX and ASI group are one company, both security and medical demands can be addressed simultaneously. IMG will oversee and coordinate all overseas extractions.
Will IMG personnel search for people if they are lost or not at the designated pickup location during an extraction event?
Yes, our in-country personnel will do this and provide transportation/protection services as necessary.