AeroMD-SM Terms and Conditions

Member Services Agreement

Document: AeroMD–SM01012025

Please read this Member Services Agreement carefully and keep it with your travel papers in order to fully understand the benefits and services and how to properly access them.

AAC-Air Ambulance Caribbean, Inc., d.b.a. AeroMD

Certificate of Authority granted by the USVI Department of Banking and Insurance

Member Service Agreement – AeroMD Basic Plan

24 Hour Emergency Services –

Toll Free – 1-844-AeroMD1 (1-844-237-6631)

I.    GENERAL INSTRUCTIONS

Please be ready to give your Member number when you call for AeroMD’s emergency medical air transportation services.

In addition to your name and Member number, provide phone numbers to reach you and your attending physician.

AeroMD’s Member Services Director will discuss all requests for emergency medical transportation with the Member’s attending physician at the hospital or 24-hour medical clinic.

II.   BASIC MEMBERSHIP SERVICES

All transportation must be pre-approved and arranged by AeroMD.

 

Hospital-to-Hospital Emergency Air Transportation

If a Member experiences a critical illness or injury that cannot be treated locally, AeroMD will provide medical transportation to move the Member to the closest appropriate hospital offering the required care, once the Member’s treating physician agrees the Member is stable enough for transport.

AeroMD’s Member Services Director, in consultation with the Member’s treating physician, will certify the need for emergency air transport and all arrangements will be made by AeroMD. Ground ambulance services between hospitals and airports are included.

AeroMD’s area of service includes all fifty states of the United States, Canada, Mexico, Bahamas, Bermuda, Belize, Costa Rica and the Caribbean.

IMPORTANT: IF THE MEMBER SUFFERS A SERIOUS BURN INJURY, THE MEMBER WILL BE TRANSPORTED TO THE CLOSEST APPROPRIATE MAINLAND AMERICAN HOSPITAL AT NO EXTRA CHARGE TO THE MEMBER.

2)   Commercial Transportation for Medical Care Unavailable Locally

In the event a Member requires medical care unavailable locally, AeroMD will pay for a commercial flight to transport the Member and an escort to the closest appropriate medical facility available for such care.

3)   Transportation for Recuperation Nearer Home

AeroMD will pay for commercial air transportation to move a Member from a hospital to his/her home in the U.S.V.I., if the Member’s attending physician considers the move possible or necessary for full recovery.

4)   Return Transportation After Recovery

Upon discharge from a hospital, a Member has up to 30 days from the date of discharge to request a commercial flight home.

5)   Commercial Carrier-Medical Escort Flights

If, in the opinion of the Member’s Attending Physician and AeroMD’s Member Service Director, the Member is not able or permitted to travel alone by commercial air carrier AeroMD will make arrangements for in-flight care by an appropriate medical escort on a commercial airline to return the Member home.

6)   Escort Transportation

Provided space is available, AeroMD will allow one person selected by the Member to escort the Member on an emergency medical flight. If space is not available, AeroMD will pay for such person to travel on a commercial airline flight to an airport near such Member’s destination.

7)   Minor Children Return

When a Member requires a medical transport, AeroMD will provide one-way commercial airline ticket to return the Member’s eligible children who are stranded to their original point of departure. If needed, an attendant will be provided to ensure the travel safety of the children.

8)   Vehicle Return

If a Member’s vehicle is stranded because of a critical illness or injury, AeroMD will return the vehicle to its original point of departure.

9)   Visitor Transportation Service

Should an AeroMD Member be hospitalized while traveling off-island, AeroMD will pay for one round-trip commercial airline ticket (within the AeroMD area of service designed herein) to send a visitor selected by the Member to assist the member, from a commercial airport near such person’s home to a commercial airport near the hospital where the Member is being treated.

10)   Incidental Expense Allowance

AeroMD will pay Three Hundred Dollars ($300.00) for incidental expenses associated with a Member’s emergency medical flight.

11)   Organ Retrieval and Transportation

Organ Retrieval

When a Member is to receive an organ for organ transplant surgery, AeroMD will provide air transport of a heart, liver, kidney, lung or pancreas to a hospital located anywhere within the AeroMD area of service, provided that the Member has been an AeroMD Member for at least twelve (12) months and was not on a transplant recipient list at the time of membership application.

b)   Organ Recipient Transportation

AeroMD will transport a Member requiring an organ transplant by either emergency medical transportation or commercial airline, whichever is appropriate, to a commercial airport nearest the hospital performing the organ transplant, provided such hospital is located with the AeroMD area of service. The Member must have been an AeroMD Member for at least twelve (12) months and was not on a transplant recipient list at the time of membership application.

AEROMD CANNOT WARRANT THE VIABILITY OF ORGANS BEING TRANSPORTED FOR TRANSPLANT PURPOSES.

12)   Physical Remains Return

If a Member dies away from home, AeroMD will provide air transport to return the Member’s remains to the commercial airport nearest the location the Member’s family so designates. Ground transportation of the deceased Member is not part of this service. AeroMD will pay for one person from the location of the deceased Member to escort the remains.

III. GLOBAL TRAVEL ASSISTANCE

The services below are covered for the Member when traveling outside of the AeroMD Area of Service. The services below are covered up to a combined single limit of $250,000. All services must be pre-arranged and pre-approved and provided by AeroMD otherwise the Member’s costs become the Member’s sole responsibility.

 

1)   Emergency Medical Evacuation

If a Member or the Member’s traveling companion suffers an injury or illness and in the professional opinion of both AeroMD’s Member Service Director and the attending physician the injured or ill party:

1. Not receiving adequate medical treatment from the facility they are at;
2. The medical condition and situation requires immediate emergency medical treatment, without which there would be significant risk of death or serious impairment: AeroMD will provide an emergency evacuation (under medical supervision, if necessary) by whatever means necessary to the nearest facility capable of providing adequate care.

Once stabilized medically and if medically necessary AeroMD will repatriate the Member back to the Member’s area of residence.

2)   Medically Necessary Repatriation

AeroMD will transfer the Member or the Member’s travelling companion, by commercial air carrier, to a medical facility near home or directly to home for continuing care provided:

1. The Member or traveling companion have been evacuated under the “emergency medical evacuation” benefit as described above; or
2. The Member or the Member’s travelling companion have become stabilized from treatment for an injury or illness at an adequate facility, and it has been deemed medically necessary by both AeroMD’s Member Service Director and the attending physician that the injured or ill party cannot continue the trip and must return home immediately to recover.

3)   Repatriation of Mortal Remains

In the event of the Member’s or the Member’s traveling companions death, AeroMD will render assistance and provide for the return of the mortal remains. Services include arranging and paying for:

1. Locate a funeral home to perform the service of sending the body home;
2. Transportation of the body from the site of death to the sending funeral home and then to the airport;
3. Minimally necessary air tray for transport;

      4. Co ordination of consular services (in the case of death overseas) ;

5. Procuring death certificates (maximum of (3) three); and

6. Transport of the remains from the airport to the receiving funeral home. Other services that might be performed in conjunction with those listed above: assisting in making travel arrangements for any travelling companions and notification of next of kin.

4)   Emergency Cash Assistance

In an emergency, AeroMD shall provide assistance to the Member by arranging for the forwarding of funds from the Member’s account, credit cards or family members. All fees associated with the transfer of funds will be billed to the Member’s credit card at the time of service.

5)   Replacement of Lost or Stolen Travel Documents Assistance

AeroMD shall provide assistance to the member by arranging for the replacement of passports, visas, airline documents, birth certificates and other travel related documents. All fees associated with the acquisition or forwarding of these documents will be billed to the member’s credit card at the time of service. Some of these services may be subject to the United State’s Patriot Act and limited services may be realized depending upon the request.

6)   Legal Referrals

If the Member is arrested, is involved in an accident, or otherwise requires the services of an attorney, AeroMD shall arrange for an initial consultation with an attorney, without charge. AeroMD shall also assist with the securing with a bail bond if needed.

If further legal assistance is needed the Member will be referred to an attorney in the appropriate geographic area. Fees and costs charged by the referred attorney and any related telephone or fax charges shall be the responsibility of the Member.

7)   Translation Services

AeroMD shall provide foreign language assistance over the telephone if necessary. AeroMD shall also provide referrals to translators and interpreters. All fees for such services are the responsibility of the Member.

8)   Emergency Message Forwarding Assistance

In the event a Member is unable to reach an employer, family Member of travelling companion AeroMD shall forward a message via telephone or email to the intended party.

FOR GLOBAL TRAVEL EMERGENCIES CALL

Toll Free – 1-844-AeroMD1 (1-844-237-6631)

IV. EXCLUSIONS AND LIMITATIONS

1)   Exclusions

The following exclusions apply to all memberships:

A.   Pre-Existing Condition

Any condition, injury or illness diagnosed or being treated within the ninety

(90) days immediately preceding the Member’s effective AeroMD membership date. Subject to the other exclusions set forth herein, pre-

existing conditions will be covered after the ninety (90) day period has elapsed.

B.   Transplant Candidate

Transplant candidates on a transplant recipient list at the time of application are ineligible for membership. Failure to disclose the fact that an applicant is on a transplant recipient list may result in the termination of such Member’s membership.

C.   Military Duty

Any condition, injury or illness resulting from a Member’s active duty in the military.

D.   Elective Surgery

Any elective, non-emergency surgical procedures, including, but not limited to, elective cosmetic surgery. Non-elective cosmetic surgery resulting from an injury is covered.

E.   Private Aircraft

Any condition, injury or illness arising from a Member’s air travel as a

(i) pilot of a private aircraft; (ii) passenger in a private aircraft; or (iii) passenger in an aircraft that is not operated by an airline that utilizes flight schedules routinely published in accordance with typical airline industry standards.

F.   Recreational Activities

Any condition, injury, or illness resulting from any extreme recreational activity, including, but not limited to: (i) off-road riding of all-terrain vehicle (ATV), (ii) bungee jumping (iii) hang gliding; (iv) cliff diving (v) scuba diving; (vi) motorcycle or car racing of any nature, (vii) helicopter skiing;

(viii) any rodeo event; pr (ix) any other activity that, in AeroMD’s sole discretion, constitutes an extreme recreational activity.

G.  Forbidden Countries

AeroMD services cannot be rendered in any country in which the conducting of business is prohibited by United States federal law.

2)   Limitations

The following limitations apply to all memberships.

1. AeroMD is not liable for any failure or inability to provide services due to factors beyond AeroMD’s control, including, but not limited to: (i) labor disputes affecting service providers; (ii) civil disturbance; (iii) riot; (iv) war;

(v) fire; (vi) flood; or (vii) an Act of God or nature.

1. AeroMD is not responsible for any liability resulting from flight delays, late arrivals, rescheduled flights, or any other issue, inconvenience, or damage that results from events beyond the control of AeroMD.
2. A maximum of two (2) medical air transports will be provided to any one

(1) Member during any one (1) calendar year under this Agreement.

1. The services provided pursuant to this Agreement are not available in any jurisdiction where they are prohibited by law.
2. Air ambulance service will be provided only for the Hospital-To-Hospital Air Transportation service. All other air transportation shall be by commercial airline.
3. A Member must have in his or her possession a current visa and/or passport in order to be transported out of a foreign country requiring such
4. Any person who knowingly files a claim or application containing false, misleading, misrepresented or incomplete information with the intent to injure, defraud, or deceive AeroMD (i) may be guilty of a felony; (ii) will have any claim denied; and (iii) will have his or her membership terminated and the premium paid for such membership refunded, less the amount of all damages incurred by AeroMD as a result of such

V.  GENERAL PROVISIONS

1)   Grace Period

For a period of one (1) month after expiration of a Member’s annual membership, the Member may renew his or her membership without termination of services by paying the renewal premium. Contact AeroMD at 340-715-7942 to renew a membership.

2)   Right to Cancel

For thirty (30) days after the membership effective date a Member may cancel his or her membership for any reason and receive a full refund by returning all materials together with a written request to cancel coverage to AeroMD. The refund will be sent within thirty (30) days of AeroMD’s receipt of the written request to cancel.

3)   Termination of Membership

Except as set forth below, AeroMD will give at least forty-five (45) days’ written notice of any cancellation, termination or non-renewal of a Member’s membership, and such notice shall set forth the reason for such action. AeroMD may terminate a membership immediately for the following reasons: (i) providing false, misleading, misrepresented or incomplete information when applying for membership or making a request for services; (ii) misuse of the documents provided as evidence of membership; or (iii) non-payment of a premium.

In the event AeroMD terminates a Member’s membership for any of the reasons set forth in this paragraph, such member shall have no right to convert his or her membership under the provisions of paragraph 4) below.

4)   Loss of Eligibility: Conversion

A Member’s right to receive services pursuant to this Agreement shall terminate upon his or her loss of eligibility, which may occur for any of the following reasons: (i) a Member who is an eligible family member reaches the limiting age for eligibility, as set forth in the definition of a “eligible family Member” (see – Section V. Definitions.): (ii) annulment or divorce; or (iii) dissolution of a domestic partner relationship. In the event a Member loses the right to receive services pursuant this Agreement for such loss of eligibility, the Member shall

have the right to enter into a conversion contract with AeroMD that will be the same or similar to the original contract, without having to provide evidence of insurability and for the same premium rate, provided such Member submits an application and the applicable premium within thirty-one (31) days after the loss of eligibility.

5)   Extension of Services

In the event a Member requires services on or before the date such member’s Membership expires, AeroMD will provide services for up to ninety (90) days after such expiration date.

6)   Non-discrimination

AeroMD does not discriminate in any way on the basis of age, sex, race, sexual orientation or economic status. AeroMD reserves the right to request and receive any previous medical history of an applicant.

7)   Mitigation

Because the services offered by AeroMD are intended to be secondary to a Member’s primary health and/or auto insurance coverage, and in order to mitigate any losses, the Member agrees that AeroMD shall have the right to recover the cost of any services provided hereunder from the Member’s primary insurance, or, if such insurance reimburses the Member, to recover such payment from the Member.

VI.     DEFINITIONS

As used in this Agreement, the following terms shall have the meaning set forth below:

APPROPRIATE AIRPORT

A place where fixed-wing aircraft selected by the air ambulance carrier can safely land, takeoff, and have the use of needed maintenance and ground service facilities.

EFFECTIVE DATE

The effective date of a Member’s eligibility for services shall be the date his/her application for membership is approved by AeroMD. Member services will become effective upon receipt of payment at AeroMD’s home office.

CRITICAL ILLNESS OR INJURY

A sudden and unforeseen medical condition that occurs to a Member and results in the Member requiring hospitalization. AeroMD’s services are provided ONLY after such hospitalization.

COMPANION MEMBER

see MEMBER.

 

EFFECTIVE DATE

For membership applications approved on or before the tenth (10th) day of the month, the first day of that month, and, for membership applications approved after the tenth (10th) day of the month, the first day of the following month, provided, however, that, in the event the EFFECTIVE DATE is after the actual application approval date, services pursuant this Agreement will actually be

rendered as of the date the application is approved.

ELIGIBLE FAMILY MEMBER

(i) an unmarried natural or adopted child of the PRIMARY MEMBER or COMPANION MEMBER who is either (a) under nineteen (19) years of age; (b) under twenty-four (24) years of age and a full-time student at a regionally accredited college or university; or (c) ormentally or physically handicapped, incapable of self-sustaining employment by reason of such handicap, and substantially dependent upon the PRIMARY MEMBER or COMPANION MEMBER for support and maintenance; or (ii) a grandchild of the PRIMARY MEMBER or COMPANION MEMBER who (a) is under eighteen (18) years of age and is traveling with the PRIMARY MEMBER or COMPANION MEMBER grandparent(s); and is NOT accompanied by his or her parents.

HOME

A MEMBER’S primary place of residence, which may or may not be the same as his or her mailing address or TRANSPORT PREFERENCE.

 

MEDICAL TRANSPORTATION

An air transport by either a private, fixed-wing air ambulance or by commercial airline with a medical attendant, from an APPROPRIATE AIRPORT near where the MEMBER suffered the CRITICAL ILLNESS OR INJURY to an APPROPRIATE AIRPORT near the MEMBER’S TRANSPORT PREFERENCE.

All MEDICAL TRANSPORTATION must be pre-approved in writing by the MEMBER’S attending physician; the facility receiving the MEMBER must have pre-approved the MEMBER’S admittance; and such transport must be pre- approved and arranged exclusively by AeroMD.

MEDICALLY NECESSARY

(which applies only to Helicopter and Ground Ambulance transports) means a condition, injury or illness of such severity that it requires immediate emergency medical treatment, where transporting the MEMBER in any other vehicle would endanger the MEMBER’S life and where such helicopter or ground ambulance transportation is to the closest appropriate facility that can provide the necessary emergency medical care.

MEMBER

The primary person covered by this Agreement (referred to herein as the “PRIMARY MEMBER”), his or her legal spouse or domestic partner (referred to herein as “COMPANION MEMBER”), and any ELIGIBLE FAMILY MEMBERS.

PRIMARY MEMBER

see MEMBER.

 

AEROMD AREA OF SERVICE

The entire United States, Canada, Mexico, Costa Rica, Bermuda, Belize, the Bahamas, and the Caribbean (excluding Cuba).

VII.    MEMBER GRIEVANCE PROCEDURES

The following procedures apply in the event any Member has a grievance of any nature in connection with the services provided pursuant to this Member Service Agreement. If any Member has cause to be reasonably dissatisfied with his or

her AeroMD membership, his or her annual premium will be refunded. Grievances must be submitted within one (1) year of the occurrence of the event(s) that gave rise to the grievance.

1)   Submission By Telephone

In the event that a member is dissatisfied for any reason and desires to present the Member’s grievance to AeroMD, the Member may present his or her grievance directly to AeroMD by calling 340-715-7942 and asking for AeroMD’s Grievance Coordinator. The Member should be ready to give his or her membership number and a detailed description of the Member’s grievance.

2)   Submission In Writing

Members are urged to submit any grievances by telephone. However, in the event a Member wishes to submit his or her grievance to AeroMD in writing, all such grievances should be sent to the following address:

Grievance Coordinator AeroMD

8204 Lindberg Bay St Thomas, USVI 00802

In addition, in order to facilitate a prompt resolution, all such written grievances may be sent via facsimile to 888-701-1026, or by email to membership@aeromd.com, although it is requested that all such grievances sent via facsimile or email also be sent via U.S. mail. All grievances submitted in writing should include the Member’s membership number and a detailed description of the facts underlying the Member’s grievance.

3)   Evaluation By AeroMD

The Grievance Coordinator shall evaluate all written grievances and perform such investigation as he or she shall deem necessary to such evaluation. A written summary will be submitted within ten (10) business days to the President of AeroMD that shall include the following information:

1. The name, address, and membership number of the aggrieved Member;
2. The name and address of all providers who have performed services for the aggrieved Member on behalf of AeroMD pursuant to this Agreement;
3. A summary of all information gathered from AeroMD’s internal records and the investigation initiated by the submission of the Member’s grievance; and
4. A detailed description of the Member’s

4)   Processing Time

Though all Members are encouraged to contact AeroMD by telephone to ensure a prompt resolution of grievances, AeroMD will strive to process all grievances, oral and written, within sixty (60) days of submission. In the event a full and proper investigation of a Member’s grievance requires AeroMD to obtain information outside of its service area, AeroMD may require an additional thirty (30) days to process the Member’s grievance.

5)   Jurisdiction

This Agreement shall be governed by and construed in accordance with the laws  of the U.S.V.I., the place of the making of this Member Service

Agreement, without regard to conflict of law principles. The parties hereto agree to consent to personal jurisdiction in U.S.V.I., the exclusive venue of any action or counterclaim arising under or in connection with this grievance. In the event it is necessary or proper for either party to bring an action arising under or in connection with this Agreement, the prevailing party shall be entitled to recoup all costs and reasonable attorney’s fees, including post- judgment and costs related to appellate proceedings.

VIII. OPTIONAL RIDERS, WAIVERS, AND ADDITIONAL SERVICES

These optional riders, waivers, and additional services ONLY apply to a membership if so indicated on the membership card. The optional riders, waivers, and additional services are subject to all the exclusions, limitations and definitions as stated above in the Member Service Agreement. If a Member would like to add any of these optional riders, waivers, or additional services to their membership, please call 340-715-7942 for pricing and more information.

1)   North American Transport Economy Option – N.A.T.E.O.

The North American Transport Economy Option (referred to as N.A.T.E.O) provides an expanded transport preference to AeroMD U.S.V.I. Members. Should a Member suffer a critical illness or injury anywhere in the AeroMD Area of Service that cannot be treated locally, the Member will be transported to the closest appropriate mainland American hospital.

There is an additional charge for the N.A.T.E.O. plan.

2)   North American Transport Option – N.A.T.O.

The North American Transport Option (referred to as N.A.T.O.) provides expanded transport preferences to AeroMD U.S.V.I Members. Should a Member suffer a critical illness or injury anywhere in the AeroMD Area of Service that cannot be treated locally, the Member will be transported to the Member’s designated transport preference in the United States or Canada, or if a bed is not available, to an appropriate hospital closest to the Member’s designated transport preference.

There is an additional charge for the N.A.T.O. plan.

PERSONAL MEDICAL INFORMATION

Record your personal medical information and carry it with you when traveling for quick and easy retrieval.

Doctors and telephone numbers:

 

 

 

 

 

 

 

 

 

 

Family telephone numbers:

Medications and dosage, medical conditions, allergies: