Crisis Case Management

Experience in your corner

When critical incidents happen to you or people in your care, it’s important to know there are crisis specialists in your corner who will support you and help you to obtain the best possible outcome under difficult circumstances.

guard.me’s Crisis Case Management team are specialists who deal with a range of issues behind the scenes every day. We deal with rare events and situations you hope will never happen. These include serious illness, medical repatriation, and sudden or accidental death.

Our Crisis Case Management team are available around the clock, every day of the year, with access to an extensive network of reliable service providers. If our phone rings at 3 a.m. on a Sunday, we are ready to take that call and deal with whatever and whomever is on the other end.

Simplifying the complicated

Should you or someone in your care receive a diagnosis of a serious or critical illness or suffer a severe injury that requires immediate surgery or treatment, getting that urgent medical attention can mean navigating an unfamiliar setting. Our crisis experts at guard.me can simplify and clarify the entire process, explaining what needs to be done, how it needs to be done, and in what order.

You can count on us. We pull from decades of combined insurance and medical knowledge to:

• Act fast
• Offer culturally appropriate advice and support
• Manage repatriation with or without family members having to travel
• Use preferred service providers that act with integrity
• Control costs and timelines
• Offer short‑term and long‑term solutions

Compassionate advice and support

With the ability to assess complex circumstances that can change quickly, Crisis Case Management can identify, explain, and manage the steps that secure the best possible outcomes. This includes compassionate service, assisting with arranging treatment closer to home, and avoiding unnecessary out‑of‑pocket expenses.

• When you check with us:
• Before scheduling surgery - we will confirm whether that surgery is covered by your policy and advise of any limits or important claim requirements.
• About using service providers - we can help you navigate our network of trusted medical providers and insulate against unwelcome individuals and organizations that may take advantage of international students.
• Before paying a bill - we will work with your medical providers to set up direct billing, where possible, and help you with your claim submissions when the time comes.

Our team has experience managing expectations with care, providing timely advice and support and ensuring the correct benefits are paid under the policy. We can also organize grief or crisis counselling through guard.me’s GuardMe Student Support Program program.

Understanding your coverage

It’s important that you—as well as your family, friends, and those who support you—know that your guard.me health insurance policy covers crisis and emergency events. We believe that it’s essential for you to understand what your policy covers. You should also be aware of situations where we can assist you and know how to contact us when you need your questions answered.

If you have been admitted to a hospital, require major surgery, or need significant diagnostic testing, you are required to contact guard.me immediately. We can provide advice, explain options, and help you make informed decisions supported by your policy. This leads to better and faster outcomes for everyone.

Automatic coverage

Crisis Case Management is included as part of your guard.me insurance policy as a specialist division of guard.me’s claims department.

Crisis Response Membership Program

The guard.me Crisis Response Membership Program offers you immediate solutions and peace of mind if a traumatic or catastrophic travel event happens outside of Canada.

In partnership with global crisis management experts FocusPoint International, our fully funded and insured crisis response package is the most affordable and comprehensive program of its kind. Designed to eliminate the financial burden of responding to crisis incidents, it assures a timely and coordinated response to several different security-related travel risks, including:

• Natural disasters
• Political threats, riots, strikes and civil strife
• Terrorism
• Violent crime
• Wrongful detention
• Disappearance of persons
• Hijack
• Extortion
• Kidnap for ransom
• New pandemics

With just one call to the Crisis Response Center, you can activate an immediate global assistance effort.

Signing up for your membership is easy, and all members receive the included mobile app to facilitate manual check‑ins, itinerary management, and real‑time alerts and notifications. It also offers two-way communications and important know‑before‑you‑go pre‑departure information.

In case of any emergency, the app provides remote alarm capabilities designed to secure your safety.

FAQ

How can I find out more information about Crisis Response Membership Program?