INTERNATIONAL SOSProvider Guide
WELCOME TO INTERNATIONAL SOS
WHO ARE WE?
International SOS (“Intl.SOS”) is the world’s leading health and security services company. We carefor clients across the globe, from more than 1,000 locations in 90 countries. Through AssistanceCenters around the world, Intl.SOS offers a wide range of services such as emergency assistance,international healthcare, security, customer care, health and other related services to our clients’
workforce / employees and others who may subscribe to its services (“Subscription”). The terms ofeach Subscription may vary by client and individual.
Your organization has been included in a global database of high-quality health and security providers(“Providers”) which Intl.SOS maintains to provide services to its clients. Any of the Intl.SOS AssistanceCenters may contact you as a Provider directly in the context of such services. Intl.SOS wants to makesure that Providers are properly compensated for the services they provide to Intl.SOS clients. To
achieve this, Providers must ensure they have carefully read and follow the instructions received fromIntl.SOS, as the activation and claims processes may differ slightly.
For more information click on https://www.internationalsos.com.
Intl.SOS also manages the TRICARE Overseas Program where claims follow a different authorizationand submission process.
For TRICARE support please visit http://www.tricare-overseas.com/providers/claims.

International SOS••

WHO ARE OUR CLIENTS AND WHAT IS A “SUBSCRIBER”?
WHEN WILL AN Intl.SOS ASSISTANCE CENTRE CONTACT YOU?

Our payment processes••••

WHAT IS A GUARANTEE OF PAYMENT (“GOP”) LETTER?
WHAT HAPPENS WHEN Intl.SOS PROVIDES A GOP?
DOES Intl.SOS GOP COVER ALL SERVICES RENDERED?
WHAT HAPPENS WHEN Intl.SOS DOES NOT PROVIDE A GOP?

Invoice payment - frequently asked questions•••••••WHERE DO I SUBMIT MY INVOICES TO?
WHAT ARE THE MINIMUM CRITERIA FOR SUBMITTING INVOICES TO Intl.SOS?
WHICH FORMAT SHOULD I SUBMIT INVOICES IN?
WHEN CAN I EXPECT PAYMENT FOR INVOICES SUBMITTED TO Intl.SOS?
WHAT IS REQUIRED FOR TIMELY PAYMENT?
HOW FREQUENT DOES Intl.SOS PAY PROVIDERS?
WILL I RECEIVE A REMITTANCE FROM Intl.SOS?

Contacting International SOS•••WHEN SHOULD I CALL AN Intl.SOS ASSISTANCE CENTRE?
WHAT INFORMATION IS REQUIRED WHEN CONTACTING Intl.SOS ASSISTANCE CENTRE?
WHAT INFORMATION WILL BE REQUIRED BY Intl.SOS WHEN YOU CONTACT THEM TOQUERY PAYMENT?
WHEN WILL AN INTL.SOS CLAIMS DEPARTMENT CONTACT YOU?
KEY CONTACTS••

International SOS Network•••HOW DO I BECOME A NETWORK PROVIDER, IF NOT ALREADY ONE?
SHOULD I HAVE A FORMAL AGREEMENT SIGNED WITH Intl.SOS?
WHAT ARE THE RESPONSIBILITIES OF A NETWORK PROVIDER?

Useful reference Material••SAMPLE OF SUBSCRIPTION CARDSAMPLE OF GOP

This document is the property of International SOS
Last update: 29 November 2022

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WHO ARE OUR CLIENTS AND WHAT IS A “SUBSCRIBER”?
Intl.SOS Group of Companies is trusted by over 12,000 global clients, including governments,
multi-national corporate clients, mid-size enterprises, educational institutions, and NGOs. Intl.SOS
offers a wide range of subscription services to various corporate clients, who purchase Health and/orSecurity Assistance subscription services to cover a given population of their employees(“Subscribers”). The terms of each Subscription may vary by client.
Pursuant to their employer’s Subscription with Intl.SOS, individual employees of such clients(Subscribers) may contact Intl.SOS to seek health or security assistance and other services. Intl.SOSwill support these Subscribers, often by referring them to our network of Providers.

WHEN WILL AN Intl.SOS ASSISTANCE CENTRE CONTACT YOU?
ooooooTo schedule an appointment on behalf of one of its Subscribers.
To advise the Provider about a Subscriber requiring urgent assistance and/or admission.
To make the necessary arrangement for payment of services on behalf of our Subscribers.
To ask you for verbal and/or written reports so that we can keep our relevant corporateclients, the Subscriber’s families or the Subscriber’s insurers informed. Intl.SOS will
generally obtain authorization from a Subscriber to release medical and other personal
information before contacting a Provider’s treating medical officer is asked for an update.
To schedule a service or deliverable on behalf of its Subscribers.
Where there is an information requirement relating to the situation in-county.

WHEN SHOULD I CALL AN Intl.SOS ASSISTANCE CENTRE?
Individual Subscribers or Managers within a client’s organization generally contact Intl.SOS prior toseeking health or security assistance from our network of Providers, allowing us to make thenecessary arrangements in advance. Providers are kindly requested to contact Intl.SOS:oIn the event of an emergency where a Subscriber arrives without a referral from Intl.SOS,
and claims that they are covered by an Intl.SOS Subscription.
oIn the event the Provider wishes to request a written Guarantee of Payment (“GOP”) withrespect to anticipated costs and fees the Provider may incur in providing requested services
or support (“Services”) to a Subscriber.
oIn the event of a Subscriber presenting himself / herself directly to schedule an appointment
as a Subscriber of Intl.SOS - without a GOP the Provider should confirm if Intl.SOS will be
issuing a GOP. Services covered should be confirmed on a case-by–case basis.
o
In the event of a Subscriber or client contacting a Provider directly regarding a Service
which Intl.SOS has already engaged the Provider on.
oTo confirm that specific Services being requested by a Subscriber are covered by therelevant subscription (on a case by case basis).
oTo request an updated GOP from Intl.SOS should the expenses exceed the amountoriginally approved.

WHAT INFORMATION IS REQUIRED WHEN CONTACTING AN Intl.SOS ASSISTANCE
CENTRE?
When contacting Intl.SOS, please have the following information at hand:oSubscriber’s or client’s full name contact number and ID / Passport number;oName of the Subscriber’s employer (i.e. Intl.SOS’s client);oName and contact number of the treating medical officer;
oMedical treatment / special examinations required;oCurrent medical condition of the Subscriber;oCurrent status of the security task and relevant case number if known.
The Provider may also use any of the phone numbers specified on the Subscription card
to contact Intl.SOS. For prompt responses to case related or payment queries, theProvider should refer to the contact details on the GOP.

This document is the property of International SOS
Last update: 29 November 2022

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WHAT IS A GUARANTEE OF PAYMENT (“GOP”) LETTER?
A GOP is a formal written contract whereby Intl.SOS guarantee to pay the Provider on behalf of ourclient for the expenses incurred by Subscribers according to the terms and conditions stipulated in thedocument. Intl.SOS act as the intermediary to process the Provider’s invoices and facilitate payment
thereof, as paying agent acting on behalf of our client.

WHAT HAPPENS WHEN Intl.SOS PROVIDES A GOP?
Where Intl.SOS provides a GOP on behalf of a client, the Services, amounts and individuals
covered by the client’s subscription with Intl.SOS’ are confirmed to the Provider in writing.
The GOP will be sent to the Provider, explaining the process of invoicing. Intl.SOS may set alimit on the fees which will be covered by the GOP.
The terms and Services covered for each Subscription or Service agreement vary and should be
confirmed on a case-by-case basis. In some cases, the Subscriber may need to pay a certain
amount directly to the Provider, and in some cases Intl.SOS will not provide a GOP. The
Services to be covered (or excluded) and the fee limit are stipulated in the GOP letter.
Once you are ready to invoice the Services covered by the GOP, please send your original
invoice to Intl.SOS according to the instructions provided on the GOP. Intl.SOS acts as theintermediary to process the Provider’s invoices and facilitate payment thereof, as paying agent acting
on behalf of our client.

DOES Intl.SOS GOP COVER ALL SERVICES RENDERED?
The Services covered by a GOP vary from client to client and should be confirmed on a case bycase basis. The Services to be covered (or excluded) and fee limits are stipulated in the GOP letter.
If the fees charged exceed the specified GOP amount, the GOP will not cover reimbursement to theProvider of the excess unless the Provider informs Intl.SOS in advance and receives an increase inthe approved amount before incurring additional expenses. If approved, the Provider will receive arevised GOP.

WHAT HAPPENS WHEN Intl.SOS DOES NOT PROVIDE A GUARANTEE OF PAYMENT?
If Intl.SOS does not provide a GOP on behalf of a client, Intl.SOS will advise the Provider of the entity
or person who will cover the costs of the Services, and where applicable, an appropriate guarantor.
In some cases, this may be an insurance company or the Subscriber (s) or client(s) themselves.
Intl.SOS will not be responsible for costs incurred by a Subscriber or client if Intl.SOS did not issue aGOP on behalf of the client. The Provider is also not obligated to extend discounts agreed with
Intl.SOS to the Subscriber(s) or client(s) in such cases.

WHERE DO I SUBMIT MY INVOICES TO?
Please submit your invoice electronically as instructed in the GOP document. Invoices should be
addressed directly to the Intl.SOS legal entity as it is stated in the GOP letter.

This document is the property of International SOS
Last update: 29 November 2022

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WHAT ARE THE MINIMUM CRITERIA FOR SUBMITTING INVOICES TO Intl.SOS?
Invoices submitted to Intl.SOS should be clear, legible and include the following:
oOne invoice and one claim form per Subscriber;oProvider’s name and address;
oTax information as per local requirements;o
GOP reference number and Case Number;oInvoice Number and Invoice Date;oService date/period (from and to);o
Itemized service description or procedure codes;
oGross, discount, net amount after discount or explicit discount statement, where applicable.

WHICH FORMAT SHOULD I SUBMIT INVOICES IN?
Our standard and preferred format is via an electronic system generated invoice in PDF format sent
via email, unless instructed otherwise in the GOP letter. No need to attach the GOP letter itself assoon as the GOP Number is referenced in the invoice.

WHEN CAN I EXPECT PAYMENT FOR INVOICES SUBMITTED TO Intl.SOS?
Intl.SOS act as the intermediary to process the Provider’s invoices and facilitate payment thereof, as
paying agent acting on behalf of our client. Payments are made according to credit terms agreed with youfrom the date the invoice is received in the next payment run. Where we do not have a written agreement,
payment will be made 45 days from date of receipt of the invoice, in the next payment run. Payments will
only be made for services authorized in the GOP letter.
Delays in payment may occur due to the Provider’s failure to meet the minimum criteria for submitting
invoices to Intl.SOS and/or where Providers fail to follow the instructions included in the GOP letter.

WHAT IS REQUIRED FOR TIMELY PAYMENT? WHAT ARE THE MINIMUM CRITERIAFOR SUBMITTING INVOICES TO Intl.SOS?
oooooIntl.SOS requires a clear electronic copy of the invoice sent to the email address statedon the GOP. If this is not possible, the Provider should courier or post the paper format
invoice to the address stipulated on the GOP. Sending invoices in paper format could
extend the payment timeline.
Invoices should be submitted to the correct Intl.SOS legal entity and addressed as it isstated on the GOP and/or directly to the Subscriber where indicated as such.
Invoices must be clear and legible, adhering to the amount limit and instructions statedon the GOP.
Invoices should be submitted within the timeframe stipulated in the GOP.
Accurate banking details are required to successfully pay Providers. Should anythingchange, the Provider should return an updated “Master Data Form” with the relevant
invoice and copy of the GOP. Click here to download a copy of the form.

HOW FREQUENT DOES Intl.SOS PAY PROVIDERS?
Payment runs vary from country to country. However, most run at least two payment cycles permonth. The two cycles are typically in the middle and at the end of the month.
To ensure invoices are paid in-time please refer to “WHAT IS REQUIRED TO ENSURE PAYMENTON TIME?” and “WHEN CAN I EXPECT PAYMENT FOR INVOICES SUBMITTED TO Intl.SOS?”This document is the property of International SOS
Last update: 29 November 2022

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WILL I RECEIVE A REMITTANCE FROM Intl.SOS?
Remittance advices are not sent automatically by Intl.SOS or by 3rd parties, and you may therefore notreceive a remittance advice for payments made to you. Should you require a remittance advice,please contact the relevant Intl.SOS Finance Department as per the details provided in the GOP
received.

WHAT INFORMATION WILL BE REQUIRED BY Intl.SOS WHEN YOU CONTACT THEM
TO QUERY PAYMENT?
When contacting the Claims Department via email to enquire about your payment status, please
have the following information at hand:o Invoice number;o GOP reference number and Case Number;

WHEN WILL A CLAIMS DEPARTMENT CONTACT YOU?
The claims departments could contact you directly regarding any invoice, payment or other financerelated queries.

HOW DO I BECOME AN Intl.SOS NETWORK PROVIDER, IF NOT ALREADY ONE?
Contact the Network Services Department (internally referred to as the Global Assistance Network(“GAN”) Department) in your region if you are interested in becoming an Intl.SOS network Provider.
The Network Services team will request the necessary information and documentation from youfor credentialing purposes.
Selection into Intl.SOS network is at Intl.SOS’ discretion based on factors such as capability, service
quality, and suitability of your service, location and costs. We are especially receptive to Providers
that have track records of serving both local communities and foreign nationals.
Provider data is maintained in a central data base in accordance to the process set out in ourPrivacy Notice for Providers.
We expect successful Providers to comply with our Provider Code of Conduct which is accessible
by clicking here.

SHOULD I HAVE A FORMAL AGREEMENT SIGNED WITH Intl.SOS?
Successful Providers are approached to sign formal agreements with Intl.SOS before being
included into Intl.SOS’ network covering the terms and conditions of services to be provided, credit
terms, fees, discounts etc. Where a written agreement cannot be achieved, Intl.SOS may continue
to do business with a Provider based on a verbal agreement.

WHAT ARE THE RESPONSIBILITIES OF A NETWORK PROVIDER?
Intl.SOS expects all network Providers to comply with all the applicable local laws and adhere to thehighest ethical standards. Providers are required to ensure that the Intl.SOS Provider Code ofConduct is communicated throughout their organization and for making it available to theiremployees.

This document is the property of International SOSLast update: 29 November 2022

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KEY CONTACTS
For case-related queries e.g. to confirm services to a Subscriber, request a GOP or submit a medicalreport, please contact (i) your local Assistance Centre, or (ii) the Assistance Centre shown in the
Subscriber’s Intl.SOS’ subscription card, or (iii) the Assistance Centre identified in the GOP. Clickhere to find your Local Assistance Centre.
For queries relating to invoices and payment please refer to the instructions in the GOP. Please do
not contact the Assistance Centre or the Network Services (“GAN”) Department as they do nothave the necessary access to invoice-related information.
For general Network Services support e.g. to become an Intl.SOS network Provider, to update yourinformation or to submit credentials you may contact the Network Services (“GAN”) Department inyour region.
Click here to find your Provider Network point of contact.

This document is the property of International SOS
Last update: 29 November 2022

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SAMPLE OF GOP

ToProvider ID
Provider's Name
Address/Contact details

Our Ref No:
GOP No:GOP Date:
Pages:GJNBXXX
2XXXX/XXXXX
00-MM-YYYY
Page 1

Guarantee of Payment for hospitalization: SURNAME first name, DOB: DD/MM/YYYY
Total Guaranteed Amount: USD 100.00 (One Hundred US Dollar (USD) Only)
This is to confirm our request for admitting the above patient to a <type of room> in your hospitalization <Date of admission>under the care of <Name of treating doctor>
Inclusions:-Reasonable and necessary expenses at your facility during the above specified date(s)Exclusions:-Excess amount to be borne by patient: <NIL or USD XXX>
Any services not mentioned in this Guarantee

Contact Details:
To submit your electronic invoice, please email to:
XXX.claims@internationalsos.com
For any invoice or payment related queries, please email to:
XXX.ap@internationalsos.com
For case related queries, please reach out to the assistance centre at:
XXX@internationalsos.com or call at +X XXX XXX XXXX
Billing Instructions:
Please submit invoices electronically to the above email address within thirty (30) days from the completion of services provided.
Invoice should be clear electronic copy created from the original invoice; any illegible copies may be rejected.
Please ensure the following are included on all invoices:-Name of patient;
Our Ref No and GOP No: GJNBXXXT2XXXXX/XXXXX;Your Name and/or Logo and VAT/GST number;
Itemized invoice including service description, service dates and visible discounts
To appear on Invoice

If email is not possible, please post to:International SOS XXXInternational SOS Global Corporate Services< Address >Attn: Operations Billing

VAT Number: < 000000 >< Address >For details about partnering with International SOS and the billing procedure, please refer to:https://www.internationalsos.com/about-us/providers
If this is your first Guarantee of Payment or if any of your finance details have changed,
please complete the Provider Master Data Form and return via email to avoid any delay in payments.
Thank you for your co-operation.
Name of CSE / International SOS

This is a computer-generated statement and no signature is required. The facsimile copy of this letter shall have the same effectas an original. No originals will be sent.

This document is the property of International SOS
Last update: 29 November 2022

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SAMPLE OF Intl.SOS SUBSCRIPTION CARD
Below is a sample of an INTL.SOS Subscription Card.

This document is the property of International SOS
Last update: 29 November 20228