First Responder professional assistance services, provide invaluable advice and assistance to you, should you encounter a personal medical emergency while on safari in Zimbabwe and authorised territories.

What is the First Responder Programme?

The First Responder programme provides personal advice and assistance to international travellers in the way of consultation about using, and in the coordination of, local medical services.  

First Responder staff are qualified to provide limited medical advice and assistance to travellers with immediate first aid requirements and also link travellers to professionally qualified personnel and specialists for further consultation and treatment.  

In the case of a life or limb threatening medical emergency, First Responder staff can initiate an emergency evacuation to the nearest appropriate medical facility where adequate care is available.

In addition, First Responder can provide onsite nursing services in remote sites for the duration of a traveller’s trip, as well as initial accident and emergency first aid treatment and evaluation.  Some restrictions do apply.

What Are Some of the Services That First Responder Provides?

First Responder does not provide evacuation assistance due to natural disaster or for security reasons.

In addition, the First Responder programme can provide a number of personal services including assistance with lost or stolen baggage and documents, prescription assistance, legal and interpreter referrals, accommodation, luggage onforwarding and emergency communications assistance.

Why Are First Responder Services Necessary?

International health insurance policies often have specific requirements, such as, “In the case of an emergency policy holders must call the worldwide access phone number provided on the Insurance identification card.  The policy number listed on the identification card is required for online access and when calling to request services.”  

This one simple requirement can prove to be an insurmountable barrier when travelling in wildest remote regions of Africa.  

Furthermore, many health insurance call centres will conduct an evaluation of the policy holder’s situation, depending heavily on an initial medical assessment or particular medical report.  In the case of a sudden injury, accident or trauma, the delays caused can negatively impact the treatment and eventual outcome of the patient.    

In any medical emergency, the quality of the treatment and advice received in the first 60 minutes after an injury, accident or other medical event is critical in determining the eventual outcome.  These first 60 minutes are known in the emergency medical profession as the “golden hour” in reference to its importance. The ‘golden hour’ is the concept that critically injured patients achieve the best recovery outcomes when they receive definitive care within 60 min from the occurrence of injuries.  After this period has elapsed, the chances of patient mortality and/or long term side effects are significantly increased.

First Responder services are designed to accelerate a patient’s access to immediate first aid, as well as professional expert diagnostics and treatment.  Access to First Responder services is immediate and do not require pre-authorisation or international guarantees of payment.  

First Responder services bridge the gap between meeting the immediate needs of a patient in distress and the due diligence requirements of international health insurers.

Do First Responder Services Constitute Health Insurance?

Does First Responder Provide for any Emergency Medical Services?

YES. First Responder services include the costs of emergency medical care and local medical transportation incurred in the first 24 hours of an event (further limited to USD 50,000 per patient) whilst the patient is activating the benefits of their international medical health insurance and receiving authorisation for further costs.

Does First Responder Pay for Other Medical Services?

NO. First Responder will not pay for any other medical expenses and services and the First Responder service does not replace medical insurance for emergencies away from home.  Each traveller or his/her health insurance plan is responsible for all incurred medical expenses, international evacuations and repatriations.

Are There Limitations to The Services Provided by First Responder?

YES. First Responder reserves the right to suspend, curtail, or limit any or all of the services at any time in the event of war, riot, civil disturbances, insurrection, etc. First Responder will provide services to the best of its ability during such occurrences. Refer to section 2: Exceptions and Exclusions to Service Provision

How Do I Access Assistance Through First Responder?

If you have registered on the First Responder website, you will also be provided with direct communications and further information by First Responder staff.   

What is an Example of Services Provided by First Responder?

A traveller becomes suddenly ill with excruciating stomach pains while on safari in the Zambezi valley.  There are no diagnostic facilities to determine the cause or severity of the condition.  The international health insurer requires the patient to travel to a nearby clinic for a medical assessment.  

However, the First Responder staff on call understand that the uneven nature of the unsurfaced roads in the area mean that travel could cause further internal rupture, which could possibly prove fatal to the patient.  

Without requiring further information, First Responder staff are able to organise a professional medical air evacuation from the remote site to medical facilities in Harare.  At the same time the First Responder staff are arranging for afterhours diagnostics and diagnosticians to be on standby for the arrival of the patient in Harare.  Specifically relevant medical specialists are also alerted and fully briefed by First Responder staff to attend to the patient.  

Should surgery be required, and a guarantee of payment from the international health insurer, First Responder are able to follow up all of the necessary activities in order to facilitate this (i.e. personal documentation, hospital admission forms, medical reports, doctor to doctor consultations between the consulting specialist and the insurer’s medical team, lodgements of the insurer’s guarantees of payment.)

Should the insurer prefer the patient to be evacuated to Johannesburg for further specialist care and / or surgery, once again professional First Responder staff are on hand to manage all documentation requirements and to coordinate the activities of all of the medical teams involved.

In addition, the First Responder staff are able to provide comprehensive professional updates to the patient’s family, co-travellers and hosts at regular intervals, acting as the central coordinator of information.

Exceptions and Exclusions to Service Provision

You should be aware that the services provided by First Responder may be subject to the following standard limitations.

First Responder reserves the right to suspend, curtail, or limit any or all of the services provided at any time, or to charge additional costs in provision for, in the event of any of the below listed occurrences:

Acting Against Medical Advice

Any behaviours, including physical activities, refusal to bedrest, consumption of foodstuffs or alcohol, failure to adhere to prescribed medication protocols, etc, that are contrary to the advice and instructions given to a patient by a medical professional.

Adverse Mental Health

Mental health conditions including, but not limited to: bipolar disorder, borderline personality disorder, depression, post traumatic stress disorder, schizophrenia and social anxiety disorder.

Alcoholic Intoxication

Alcohol intoxication can affect a person’s judgement causing disturbances in behaviour or mental function during or after alcohol consumption.  Symptoms after drinking include slurred speech, incoordination, mood and behaviour changes. Sometimes, coma can occur.

Alcohol intoxication is managed with rest, hydration and stopping alcohol use. Severe cases may require hospital admission, intravenous fluids, observation and supportive care.

Anti-Social Behaviour

Intentional or persistent behaviour that results in the manipulation, exploitation, disrespect, abuse or violations of the rights of others, or the issuance of threats to do so.

Breaking the Law/Criminal Activities

Behaviour and activities that are criminal, illegal or unlawful.

COVID19

The presentation of ill-health and symptoms typical of infection with the COVID19 coronavirus being: 

Most Common Symptoms:

fever

cough

tiredness

loss of taste or smell

Less Common Symptoms:

sore throat

headache

aches and pains

diarrhoea

a rash on skin, or discolouration of fingers or toes

red or irritated eyes

Serious Symptoms:

difficulty breathing or shortness of breath

loss of speech or mobility, or confusion

chest pain

Dietary Concerns

Special diets, weight control, children’s food, baby supplies, vitamin, mineral or organic supplements.  Compulsive or addictive eating disorders and/or homesickness, anorexia nervosa, bulimia, bariatrics.

HIV/AIDS

Treatment or testing for Human Immunodeficiency Virus (HIV) or Acquired Immune Deficiency Syndrome (AIDS) or any related illnesses, infections or injuries resulting from HIV or AIDS.

Physical Disabilities

A physical disability is a physical condition that affects a person’s mobility, physical capacity, stamina, or dexterity. This can include brain or spinal cord injuries, multiple sclerosis, cerebral palsy, respiratory disorders, epilepsy, hearing and visual impairments.

Suicide or Self Harm

Suicide, attempted suicide and/or any wilful, self-inflicted medical conditions. 

Unauthorised Use of Equipment and Machinery

Unauthorised use of machinery, equipment, furnishings, vehicles, building or items or such use by persons not qualified, trained or authorised to do so.

Use of Illegal Substances

The use of chemicals, liquids, powders, pharmaceutical products, plants and plant extracts that are deemed to be illegal substances under the laws of the Republic of Zimbabwe. 

Wars, Riots, Civil Unrest and Insurrection

Organised or spontaneous social gatherings and activities carried out with the intent to dispossess others, commit violence, harm property and persons, overthrow established authorities or contravene the constitutional rights of citizens

Wilful Negligence

Failure to follow specific instructions or advice provided by the safari hosts, the traveller’s government advisory notices, manufacturers/providers of specialised equipment and other relevant authorities, including (but not limited to) specified health and safety protocols, instructions for equipment use, reasonable precautions against sunstroke/ dehydration/ malaria.

Service Contract Duration

Your contract for the services provided by the First Responder medical emergency assistance programme is determined by your travel agent or host, who may have purchased the services on your behalf.

In both cases the purchase of services is for a specific number of days specified as calendar dates.  This specific period will usually coincide with the period of time that you are spending in Africa, or in Zimbabwe, or in a specific camp/safari location.  During this time period you will have full use of any First Responder services that you may require in the event of a medical emergency.  Should you require additional medical services and / or advice outside of a medical emergency, this can be arranged at an additional cost.

If you are travelling as a member of an organised group tour, please contact your group administrator or nominated group secretary for confirmation of your registration (persons registered), dates of service access, or any further details.

Otherwise, please check with your Travel Agent or your hosts for confirmation of your registration (persons registered), dates of service access, or any further details.

Registration

Persons, individuals, families and groups are only eligible for the use of First Responder medical emergency assistance programme services after registration.

Age Limits

The services of First Responder assume that you are physically fit for international travel and that you are under the age of 75 at the time of travel.

Commencement Date

The commencement date of your service use has been determined by your Travel Agent, safari host or tour operator.  Please confirm this with them.

Communications

Outside of a medical emergency, when you may be asked to communicate directly with First Responder staff and other medical professionals, all communications are between your Travel Agent, safari host or tour operator and First Responder personnel.

Should you wish to receive confidential personal medical advice for matters that do not relate to a medical emergency, you may ask your Travel Agent, safari host or tour operator for a First Responder staff member to contact you directly.  Additional charges will be levied for this service.

Services Fees and Payments

All service fees and corresponding payments for First Responder medical emergency assistance services are negotiated and paid before you commence your travel.

Additional fees for accompanying family members transport, accommodation, visa extensions and other peripheral services may be negotiated as per the specific requirements of the necessitating events.

Disclosure of Material Facts

All users of the First Response emergency medical assistance services are obligated to disclose all material facts regarding their own and their dependant’s medical history, as well as any other facts pertaining to your chosen occupation, hobbies, pastimes, or leisure pursuits which may reasonably be considered to place you at risk.

Any factors or circumstances that may be relevant to an assessment of your health, or of the health of your dependants, or that may be relevant to the use of medical services by you or any of your dependants must be declared. Any factors or circumstances of your occupation and/or lifestyle that may be relevant to an assessment of your health, or the health of your dependants, or the risk of incurring injury must also be made apparent and declared.

If it is understood at any time that any user of First Responder services who may have made a false. misleading or incomplete declaration or has failed to accurately and adequately disclose his/her medical history is disqualified on that basis from access to and the use of any further First Responder services and may be liable for the full costs of any and all services used up to that point.  

Assistance Services in Cases of Medical Emergencies

In such circumstances First Responder emergency medical services will provide advice and assistance to achieve patient stabilisation, professional medical assessment, appropriate transportation to the nearest centre of appropriate healthcare with immediate utilisation of medical services limited to a total cost of USD50,000 and 24 hours. 

Selection of Treatment Facilities

First Responder staff members have many years of experience in achieving acceptable treatment outcomes in sub-optimal conditions.  It is understood by all parties that the evaluation and selection of medical facilities suitable for the evaluation, diagnostics, treatment and accommodation of patients is the sole prerogative of First Responder staff members who whilst making every effort to ensure that patients are provided with the highest levels of professional care are subject to the constraints, limited availability of resources and legal regulations of the relevant health authorities of the Republic of Zimbabwe. 

Fraudulent Claims

If an individual registered for the use of First Responder services should at any time use the services of the First Responder plan in a manner that may deemed fraudulent for any reason whatsoever, then the full costs of any services already paid for or payable in relation to that individual, shall be recoverable from the individual.  Any further use of First Responder services shall be prohibited.

Jurisdiction

By requesting for and paying for the services provided by the First Responder emergency medical assistance programme you provide your full assent and, you give us full authority to obtain all information which may be required to support your application and/or a claim through a medical doctor, specialist, consultant physiotherapist, therapist, registered practitioner or medical service provider.

Subrogation

We reserve the right, with due discretion, to stand in for any users of the First Responder medical emergency assistance services for the benefit of First Responder in order to recover claims for indemnity or damages relating to costs or benefits paid or being payable under the plan, should the plan holder be unable to so do. We will not be liable for non-claimable losses for which the plan holder should resort to legal advice.

Transfer

There is no transfer of benefits from a paid up and registered user of First Responder services to individuals or groups of individuals who are not fully paid up and registered in advance of a medical emergency.

Changes in Registration Dates

Adding Dependant(s) and Family/Group Members

You may not add new dependants after the commencement date of your registration.  Any individuals added prior to the commencement date may only access First Responder emergency medical assistance services on receipt of full payment and personal registration data. 

Deletions and Refunds

Owing to the specialist nature of First Responder emergency medical assistance services and the allocation of dedicated specialist personnel to support your registration and service use, cancellation refunds are not routinely possible. 

Death

First Responder emergency medical assistance services accept no liability for death and/or disablement of registered individuals assisted and advised by the service.

In the case of the death of a registered individual, the services provided by First Responder emergency medical assistance services are restricted to the compilation of appropriate medical reports under the guidance of the medical professionals concerned and as required by the laws of the Republic of Zimbabwe.

Cancellation Conditions

Accident means an unforeseen event that is the unintended consequence of a person’s behaviour or due to environmental circumstances that could not be reasonable foreseen. 

Birth Defect means any deformity, anomaly, abnormality or disability, arising during pregnancy, or caused during childbirth.

Bodily Injury means an identifiable physical injury.

Chronic Condition means a medical condition which has at least one of the following characteristics:

• is caused by changes to the body that cannot be reversed.

• it continues indefinitely and has no known cure

• it recurs or is likely to recur

• it requires long term monitoring, consultations, check-ups and examinations

• needs prolonged monitoring/treatment

• requires palliative treatment

• requires specialist training and/or rehabilitation

Consequential Loss means any costs incurred that maybe associated with a claim but are not covered under the plan. An example of this could be loss of earnings as a result of a medical condition.

Country of Residence means the country in which you and your family unit live for the majority of the time (usually for a period of at least 6 months) during a plan year.

Critical Condition means a medical condition which is unstable and serious, where the outcome cannot be medically predicted, prognosis is uncertain and the individual concerned is in danger of dying.

Day-Care Treatment means being admitted for treatment at a hospital where a patient is admitted and occupies a bed, but does not remain overnight.

Dental means that which affects the teeth and gums.

Diagnostic Testing/procedure means a medically necessary test or examination to investigate the cause of a patient’s symptoms.

Elective Treatment means treatment that is medically necessary, and where the condition, if left untreated, would bring about the death or disablement of the patient, but which is not considered to be an emergency requiring immediate medical treatment. Elective treatment is necessitated by a pathological change in the function or structure in any part of the body occurring after the patient’s join date.

Evacuations are restricted to the services provided to safely transport a patient from Treating Facility to Hospital in an emergency or from Airport to Airport for non-emergency subject to: (i) authorisation by the relevant Health Insurer (ii) to written instructions from the treating physician (iii) acceptance by a registered and qualified specialist Emergency Medical Service. In the case of an emergency, it is required that the patient’s condition is certified as stable. 

Event means an adverse or damaging medical occurrence which may be the occurrence of a disease, or an injury, or some underlying condition requiring treatment.

Employee means any individual with a contract of employment with a duly registered private or public limited company.

Foreseeable means a medical condition that could be reasonably anticipated.

Home Country means the country declared as such.

Hospice means an organisation providing services for patients with a terminal illness. Hospice care may be as an in-patient or out-patient at home, or at a centre for controlling pain and other symptoms.

Hospital means an establishment legally licensed as an institution for providing medical treatment under the laws of the country in which it is located.

In-patient Treatment means treatment at a hospital where a patient is admitted and occupies a bed for one or more nights.

Manifested Condition means a medical condition that showed or demonstrated itself plainly.

Medical Condition(s) means any injury, illness, sickness, disease, signs or symptoms.

Medical Practitioner means a person who is licensed to practice medicine in the country where the treatment is provided and has obtained the primary degrees in medicine and surgery following attendance at a recognised medical school listed within the World Directory of Medical Schools published by the World Health Organisation.

Medically Necessary / medical necessity means treatment that is medically appropriate and necessary to treat a condition that is covered under the terms and conditions of this agreement.

Mental Health means that which affects the mind, emotions, behaviours, identity or mental functions of a person and requires the attention of an appropriately qualified and registered medical specialist. 

Natural Teeth mean any teeth that are original and organic and not artificial implants or replacements.

Non-Paying Patient means when a patient is admitted as an in-patient or day-care patient and receives medical treatment in a hospital where no charges are billed.

Out-Patient Treatment means treatment at a hospital, consulting room, or out-patient clinic where a patient does not occupy a bed.

Palliative Care means the active total care of the patient whose disease is not responsive to curative treatment. Control of pain, other symptoms, and psychological, social and spiritual problems is paramount. The goal of palliative treatment is the achievement of the best possible quality of life for patients and their families. The treatment should focus on the improvement of the quality of life instead of straining curative treatment approach. In palliative medicine, an interdisciplinary approach is inevitable and essential.

Physiotherapist means a person who is qualified to practice physiotherapy and is licensed by the appropriate authorities within the country in which treatment is being provided.

Post Hospitalisation treatment means medically necessary follow-ups consultations physiotherapy tests and/or treatment required on an out-patient basis including medical practitioners and specialist/consultant’s fees, and drugs and dressings immediately following discharge from hospital after in-patient or day-care treatment.

Pre-existing Condition means any medical condition or related medical condition which:

• was foreseeable,

• manifested itself,

• the patient received treatment for, or

• to the best of the patients knowledge, was aware existed

A related condition is any disease or illness or injury that is caused by a pre-existing condition or results from the same underlying cause as a pre-existing condition.

Preventative Treatment means treatment carried out where no medical condition or symptoms are present.

Primary Treatment means the medical care a patient receives upon first contact with a medical professional (such as a general practitioner), before referral to a specialist/consultant for further treatment.

Reasonable and Customary Charges means the amount paid for the standard accepted treatment for an eligible medical condition or the costs of non-medical services in a geographic area based on what providers in the area usually charge for the same or similar service. A charge is considered reasonable and customary if it matches the general prevailing cost of that service within the geographic area. If your provider of medical services charges above the reasonable and customary charge, you may have to pay the remainder.

Registered Nurse means a qualified nurse who is currently on the professional register of nursing in the country where treatment is provided.

Related Condition means a disease illness or injury resulting in a medical condition that is caused by a pre-existing condition or results from the same underlying cause as a pre-existing condition.

Road Ambulance means road ambulance transportation as required due to an emergency or medical necessity to the nearest available and appropriate local hospital.

Routine Health Check means any diagnostic test/screening carried out where no medical condition or symptoms are present.

Senescence or biological aging is the gradual deterioration of function characteristic of normal human life that on the level of the organism results eventually in death after maturation.

Specialist/Consultant means a medical practitioner who is practicing and holds in the country where treatment is provided:

• a consultant appointment, or equivalent, or

• a recognised certificate of higher specialist training in the field of medicine for which the treatment is required.

Terminal means an advanced or rapidly progressing incurable medical condition which in the opinion of a medical practitioner is expected to lead to death.