Notes

EVACUATION

Email or call is received
MST needs to verify the following:
Member ID / Policy Number
Name of caller
Name of member
Location of patient
Patient date of birth
Email address
Phone number
Diagnosis
Provider’s Name
Facility Name
US Provider’s TIN
Verify the nature of the request
Verify coverage (eligibility, evacuation benefits and vendor.)
Valid Policy – Contact PSS if policy is inactive (suspended/in renewal)
Outside Office Hours: If the plan is suspended/in renewal and there is no PSS Team available, please proceed with step # 4. Make sure that PSS and IHAT are notified of the situation.
PSS outside Office Hours: [email protected] and this is being monitored from 1am to 9pm Monday to Friday and 9am to 1pm Sunday.
Evacuation Benefits (Please also check the area of coverage.)
Shared Client Status (ISOS, OCI, First Assistance)
Create a record in QuickBase (https://quickbase.aetna.com/db/bfjbsmekt?a=GenNewRecord).
A copy of the QuickBase record will be sent to your personal mailbox. U
se AGB Standard Carrier at all times.
Warm Transfer the call to the evacuation vendor.
Do NOT release the phone number of First Assistance
Send the copy of the QuickBase record to IHAT and cc Follow the Sun.
Evacuation Vendor Contact Information
ISOS 1 800 523 6586
On Call International 877 318 6894, toll: 603 328 1904
First Assistance toll +44 (0) 1252 351 206


Follow the Sun (FTS) [email protected]