Assistance Program Scope

The User may request support via video call or telephone 24 hours a day, 365 days a year. The Service Provider's medical team will provide guidance on the measures to be taken, as appropriate, without providing a definitive medical diagnosis or treatment, or altering existing ones. At the User's request, the Service Provider will provide information regarding the substances contained in patent medicines, as well as all related information available in the vademecum.

The session will have a maximum duration of 60 (sixty) minutes.

Limitations:

This service is provided at no additional cost and with no limit on the number of events during the term of the assistance program.

Exclusions:

• When the User fails to provide truthful and timely information, which by its nature prevents an adequate assessment.
• When the User is under the influence of alcoholic beverages, intoxication from substances related to drug dependence, and their call becomes aggressive and offensive.
• When the User uses offensive language.
• The Service Provider's medical team does not prescribe medication, provide diagnoses, or change medical treatments.
• When the User lacks the appropriate means or devices to receive the service.
• When the User does not have internet access or does not wish to connect via video.
• Medical certificates or reports are not issued.
• Reimbursement does not apply.

If the User suffers from acute problems requiring urgent dental treatment, the Service Provider will arrange dental medical care for the User at a practice near their location.

Limitations:

This service is limited to 1 event, up to $1,000 MXN (one thousand Mexican Pesos, legal currency of the United Mexican States) during the term of the assistance program.

Exclusions:

• Pre-existing conditions are not covered.
• When the User fails to provide truthful and timely information, which by its nature prevents an adequate assessment.
• When the User is under the influence of alcoholic beverages, intoxication from substances related to drug dependence, and their call becomes aggressive and offensive.
• When the User uses offensive language.
• The Service Provider's medical team does not prescribe medication, provide diagnoses, or change medical treatments.
• When the User lacks the appropriate means or devices to receive the service.
• When the User does not have internet access or does not wish to connect via video.
• Medical certificates or reports are not issued.
• Reimbursement does not apply.

Emergency transfer for medical reasons when the User cannot be treated at their current location or receive appropriate treatment. This occurs after the Service Provider's medical team, in contact with the attending physician, recommends medical repatriation. Repatriation will be carried out using the recommended and/or available means of transport.

Limited to 1 event during the program term, shared with Funeral Repatriation, for a one-way trip via the transportation method assigned by the Service Provider, in economy class, up to $1,800 MXN.

Exclusions:

• The Service Provider shall decide the most appropriate time for repatriation, including the dates and most suitable means. It is essential that the User's family members contact the Service Provider for corresponding guidance. Failure to provide such notification will result in the beneficiary being held responsible for all costs and expenses incurred.
• Rescue or reimbursement does not apply.
• The following do not entitle the User to services: emergencies occurring during trips or vacations undertaken by the User against medical advice, or during trips abroad exceeding 60 (sixty) consecutive calendar days.
• The User's participation in any kind of race, competition, or exhibition (e.g., cars, horses, bicycles).
• Situations that are a direct or indirect consequence of strikes, war, invasion, acts of foreign enemies, hostilities (whether war is declared or not), rebellion, civil war, insurrection, terrorism, pronunciamientos, demonstrations, popular movements, earthquakes, pandemics, epidemics, radioactivity, or any other cause of force majeure are also excluded.
• Self-inflicted injuries.
• When the beneficiary does not provide truthful and timely information allowing us to properly provide the service.
• Service is subject to local legislation.

If the User dies during the term of the assistance program as a result of an illness or accident, the Service Provider will carry out all necessary formalities (including any legal procedures) and will be responsible for coordinating and covering the expenses inherent to the repatriation of their mortal remains to the burial or cremation site indicated by the User, family member, or legal representative, including expenses for transport from the airport to the User's place of residence.

The Service Provider will cover the cost of transporting the mortal remains, as well as legal expenses incurred for the corresponding procedures and management, including management fees and applicable taxes according to the legislation of the city or country where the death occurred, up to the liability limit established for this service.

If burial or cremation takes place at the location of the User's death, the maximum liability of the Service Provider will be equivalent to the cost of repatriating the mortal remains as described in the preceding paragraphs.

Limitations:

• This service is limited solely to the death of the User during the term of the assistance program, up to $20,000 MXN (twenty thousand Mexican Pesos, legal currency of the United Mexican States). Any excess amount must be covered by the User's family or legal representative.
• Limited to 1 event, shared with Medical Repatriation, up to $20,000 MXN.
• In cases of Repatriation, the Service Provider may determine the most appropriate time for repatriation, including the dates and most suitable means.
• Rescue or reimbursement does not apply.
• It is essential that a family member contacts the Service Provider at the time the service is required to receive corresponding guidance. If the family is unable to notify, a companion or legal representative may do so. Failure to provide such notifications will result in the family member being held responsible for all costs and expenses incurred.

Exclusions:

• Emergencies occurring during trips or vacations undertaken by the User against medical advice or during trips abroad exceeding 90 (ninety) consecutive calendar days.
• When an intentional action by the User results in the commission of a crime.
• The User's participation in any kind of race, competition, or exhibition (e.g., cars, horses, bicycles). Also excluded are assistance situations that are a direct or indirect consequence of: strikes, war, invasion, acts of foreign enemies, hostilities (whether war is declared or not), rebellion, civil war, insurrection, terrorism, pronunciamientos, demonstrations, earthquakes, popular movements, radioactivity, or any other cause of force majeure, self-inflicted injuries, or the User's participation in intentional criminal acts.
• When the User does not provide truthful and timely information allowing us to properly provide the assistance.

In case of the User's hospitalization due to an accident or illness, where the Service Provider's medical team, in coordination with the attending physician, recommends hospitalization anticipated to last more than three (3) consecutive calendar days. The Service Provider will arrange and cover the cost of a round-trip ticket via the means of transport determined by the Service Provider, on a regular scheduled airline in tourist class (originating from the User's city of permanent residence), and will cover the accommodation for the person designated by the User to come to their side.

Limitations:

This service is limited to 1 event during the term of the assistance program, includes a one-way economy class air ticket, up to $1,800 MXN (one thousand eight hundred Mexican Pesos, legal currency of the United Mexican States).

Exclusions:

• Any pre-existing, chronic, or recurrent illness, as well as mental illnesses.
• Trips exceeding 30 calendar days.
• Reimbursement does not apply.
• When an intentional action by the User results in the commission of a crime.
• The User's participation in any kind of race, competition, or exhibition (e.g., cars, horses, bicycles, etc.)
• Situations that are a consequence of strikes, war, invasion, acts of foreign enemies, hostilities, rebellion, terrorism, demonstrations, popular movements, or any other cause of force majeure are excluded.

If the User suffers an accident or illness during the term of the assistance program that warrants rest, the necessary expenses for extending their stay in a hotel (selected by the Service Provider) immediately after being discharged from the hospital will be arranged and covered, provided this extension has been prescribed by the local physician and the medical team at the Solutions Center. This applies only in case of an emergency during the term of the assistance program, these services being aimed at travel assistance for sudden and essential events that prevent the normal continuation of the trip.

Limitations:

Limited to 1 event during the program term, up to $2,100 MXN (two thousand one hundred Mexican Pesos, legal currency of the United Mexican States) and for a maximum of 3 days.

Exclusions:

• Any expenses exceeding the hotel cost, such as: food, medical attention, transportation, etc., are the User's responsibility.
• The convalescence prescription from a physician must be documented in writing.
• Trips exceeding 30 calendar days.
• Reimbursement does not apply.
• When an intentional action by the User results in the commission of a crime.
• The User's participation in any kind of race, competition, or exhibition (e.g., cars, horses, bicycles, etc.)
• Situations that are a consequence of strikes, war, invasion, acts of foreign enemies, hostilities, rebellion, terrorism, demonstrations, popular movements, or any other cause of force majeure are excluded.

If the User is unable to use the benefits granted by their purchased ferry ticket, the Service Provider will replace the User's ticket with one for a journey of the same characteristics and under the same conditions as the original ticket.

This service applies exclusively when the User cannot use the benefits granted by their purchased ferry ticket due to a failure or accident of the means of transport used to reach the port of embarkation (an incident report from the owner and/or operator of the means of transport must be presented).

The User must provide the Service Provider with the original ticket, as well as any other proof of purchase requested by the Service Provider. The destination must be the same as that covered by the lost travel ticket.

Service is subject to availability and the Client's terms and conditions.

Limitations:

This service is limited to 1 (one) event during the program term.

Exclusions:

• Reimbursement does not apply.
• Trips canceled directly by the Client are excluded.
• When the holder and/or beneficiary does not provide truthful and timely information allowing us to properly provide the assistance.
• When an intentional action by the beneficiary results in the commission of a crime.
• The beneficiary's participation in any kind of race, competition, or exhibition (e.g., cars, horses, bicycles).
• Situations that are a direct or indirect consequence of the following are also excluded: strikes, war, invasion, acts of foreign enemies, hostilities (whether war is declared or not), rebellion, civil war, insurrection, terrorism, pronunciamientos, demonstrations, popular movements, radioactivity, or any other cause of force majeure.
• Self-inflicted injuries or the beneficiary's participation in intentional criminal acts.

If the User suffers an Emergency, as defined in this Agreement, while using the Client's infrastructure during the term of the assistance program and requires urgent treatment at a health clinic, the Service Provider will arrange the User's access to a health clinic where the User can be treated for said Emergency.

The Service Provider will not reimburse any amount paid directly by the User to the health clinic; it will only make direct payments to said clinic for the provision of the service. Therefore, it is essential that before making any payment to the clinic, the User contacts the Service Provider through the Solutions Center to request the assistance described.

Limitations:

This service is limited to 1 event, up to $2,000 MXN (two thousand Mexican Pesos, legal currency of the United Mexican States) during the term of the assistance program.

Exclusions:

• Pre-existing conditions are not covered.
• When the User fails to provide truthful and timely information, which by its nature prevents an adequate assessment.
• When the User is under the influence of alcoholic beverages, intoxication from substances related to drug dependence, and their call becomes aggressive and offensive.
• When the User uses offensive language.
• The Service Provider's medical team does not prescribe medication, provide diagnoses, or change medical treatments.
• When the User lacks the appropriate means or devices to receive the service.
• Reimbursement does not apply.