Frequently asked questions

1. What is covered under this insurance?

You are covered for all worldwide travels required for the participation in the Erasmus
Mundus Programme. EMIS2 covers you for accident and/or illness occuring for the first
time during the period of coverage, for urgent dentistry fees, permanent disability third
party liability, etc. It also covers you for any exceptional expenses such as repatriation and
medical transport.
There is no limit of indemnity (= reimbursement of the real costs incurred) and no excess
to pay on medical costs, as long as, if hospitalised, you stay in a common ward or semi-
private room (not a private room).
You are not covered for pre-existing medical conditions, medical conditions for which
treatment can be postponed until your return home, some illnesses (such as AIDs,
malaria, typhus,) and non-urgent dental care.
The summary of the insurance coverage as well as the general conditions can be found on
our website. You are advised to read these documents carefully.

2. Where am I covered?

You are covered for all worldwide travels required for the participation in the Erasmus
Mundus Programme. Reasons for travel may be: departure to the destination where the
action will take place, travel between the participating higher education institutions, return
trip home following completion of the action or during the academic breaks within the
specific eligibility period of the action, preparatory meetings, mid-term evaluation meetings,
final evaluation meeting, courses, conferences, seminars, research, cultural and
intercultural sessions.
In the event of a return trip home during the period of coverage, you will remain covered
for medical costs and urgent dental care for periods up to 4 weeks.

3. I received my EMIS2 assistance card from my coordinator. How does it work?

Can I present this card on registration/ admission for direct payment
arrangement of my hospital/ medical costs?

No. The EMIS2 assistance card is a document stating the name of the insured person,
the summary of the insurance coverage, the policy number of the insured person
(BEBSTAxxxxx), the phone number of ACE Assistance to be used in case of emergency
(+32 2 541 91 31), the phone number of ACE Customer Service for questions other than

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assistance (+32 2 516 98 35) and the website
address where to find detailed information about
the EMIS2 insurance coverage.
Thus, this card cannot be used to arrange direct payment of hospital and/or medical costs.
The insured has to pay the costs of treatment and then submit to the Insurer - ACE Europe
- a claim for the reimbursement of the costs incurred.
However, in case of admission to a hospital where the costs exceed the budget of an
insured student, the insured can ask to the Insurer to arrange direct payment of his/her
expenses with the medical institution. In this case, you have to contact ACE Assistance at
the phone number mentioned on your EMIS2 assistance card (+32 2 541 91 31). Direct
payment arrangement can only be considered if the Insurer has given its prior approval for
it.
In all other cases, you simply have to visit our website (www.marsh.be/emis2). In the
Claim Form section, you can download two types of claim forms for the reimbursement of
your expenses.
For claims limited to medical expenses under 250, you may fill in the short version (i.e.
Claim Form for Medical Expenses).
The General Claim Form must be used for any other claim, i.e. claims for medical
expenses above 250 or claims related to another benefit of the coverage (e.g.: civil
liability).
The claim form must be filled in, signed and sent directly to ACE Europe (see address on
the claim form). A copy of the claim form can also be sent first by e-mail to:
BeneluxClaims@acegroup.com.
In any case, it is obligatory to send the original claim form and the original invoices/
account of expenses to the Insurer.
We recommend that you make a copy of all documents for your own records before
sending the originals to the Insurer.
If an insured is registered at the Social Security, then ACE Europe will reimburse to the
insured student the costs incurred for a covered accident/illness after the intervention of
the Social Security (In this case, the insured person has to send the evidence of refund
issued by the Social Security + a copy of the account of expenses as the original bill has
already been sent to the Social Security).
Claims are normally handled within 10 working days after notification thereof. The
reimbursement of the costs will be done within 10 working days after approval of the
complete claim file (= all required documents have been received by post).

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4. Do you have a specific list of doctors and hospitals for covered services ?
Which hospital should I go to ? Must it be a public hospital, or a private one?

You are free to go to the doctor or hospital of your choice. We dont have any list of
doctors/ hospitals. If you have no idea where to find one in your area, then we recommend
you to contact the International students service of your university.
You also have the choice of either going to a public or private hospital. Please remember
that in case of hospitalization, you must request a common room or semi-private room (not
a private room).

5. Does this insurance coverage replace the local Social Security?

No, it's not the same thing.

Our EMIS 2 product intervenes for the reimbursement of medical expenses incurred as a
result of an accident or sickness covered by the general conditions (= private insurance
principles). Once a claim is accepted, no deductible and no limit of indemnity will apply: the
full amount of the costs will be refunded! => We are not talking about reimbursement after
deduction of a 100 EURO deductible, reimbursement up to 80% of the costs incurred,
nor reimbursement limited to 50.000 EURO per year per insured person.
Moreover, the EMIS2 cover is granted to the insured person as from the date of arrival into
the programme (on the basis of list of insureds transmitted by the coordinator).
The Social Security will intervene for all the reimbursable services listed in the legal
nomenclature, whether for costs related to a pre-existing medical condition or for the costs
related to a sickness or accident taking place after the registration to the Social Security
System, HOWEVER limited to a legal ceiling. As a result, a certain part of the costs for the
services provided is left to be paid by the insured person.
Usually, the insured person has to complete an obligatory waiting period - which may vary
from country to country before he could be reimbursed of medical costs (i.e. all the costs
incurred by an insured person during the waiting period will not be reimbursed).
This is the reason why we recommend (when possible) to combine the registration to
Social Security and our EMIS2 insurance coverage, to get the broadest coverage. If the
social security and our EMIS2 insurance coverage should intervene for the same claim,
then the insured person only has to send the evidence of refund issued by the Social
Security along with our claim form. Our reimbursement will take into account the amount
already reimbursed by the Social Security.

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6. I am a beneficiary of the EMIS2 health insurance by ACE European Group
Limited and I am wondering whether you are able to issue a European Health
Insurance Card (EHIC)?

Private insurance companies cannot issue the EHIC.

You can obtain your card by contacting a health insurance institution where you live as
each individual country is responsible for producing and distributing the card in its own
territory to each person covered by the state social security system.
Please go to http://ec.europa.eu/social/main.jsp?catId=563&langId=en#nationalinfo and
click on the link health insurance institution where you live for more information.

7. I was told by my coordinator that the cover might start two months prior to the
programme begin date. Does this mean that I am covered in my home country
during the two months that precede the start date of the programme?

The cover may indeed start up to two months before the schedule date for the beginning of
your Erasmus Mundus programme but in so far as you are present in the host country in
order to prepare your participation in the programme. You are covered from the point at
which you leave your normal place of residence to go abroad to begin your programme.
The cover is not acquired in your normal place of residence before the start of the
programme.

8. I have the opportunity to take part in the programme but I am 3 months

pregnant.

In so far as you still havent reached the 6th month of pregnancy when joining the
programme, pregnancy and childbirth related expenses will be reimbursed by the Insurer.
There is no limit on the amount payable and no excess to pay on medical costs (as long
as, if hospitalized, you stay in a semi-private room or common ward, not a private room) in
accordance with the insurance policy terms and conditions.
See detailed description in the EMIS2 general conditions, section 3 Costs of treatment
following an accident or a sickness.
When you are admitted to the hospital for childbirth, please don't forget to contact the call-
center named Ace Assistance (+32 2 541 91 31), available 24h/24. You have to give your
policy number (BEBSTAxxxx) and your name, so the operator of ACE Assistance can
verify if you are well covered and which assistance can be provided.

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9. I need to go to a gynecologist. Does my insurance cover it ?

Your EMIS2 insurance policy does not cover routine doctor visits.
If your visit to the gynecologist is related to an annual check-up and the prescription for
contraceptive pills, it will not be reimbursed.
Now, if your visit is not related to a check-up, then please follow the claim procedure
indicated in the "CLAIM FORMS" section of the website.

10. I am suffering from a chronic illness and I will pursue my medical treatment
during my stay abroad within the EMIS2 programme. Will my treatment costs
be reimbursed?

No. This type of medical treatment is related to an illness that exists before the EMIS2
cover coming into effect. Any cost related to pre-existing medical conditions will not be
reimbursed by the Insurer.
The purpose of the EMIS2 cover is to reimburse the costs incurred for accidents/ illnesses
occurring (for the first time) during the period of insurance in accordance with the EMIS2
general conditions.

11. I went to the doctor for a check-up just to make sure everything is alright and I
got vaccinated against influenza. Will I be reimbursed by my insurance for
these medical expenses?

No, because the insurance will intervene in cases of illness/ accident occurring during the
period of coverage. In this case, it is neither an accident nor an illness. Therefore, these
medical costs will not be reimbursed under this insurance policy.

12. I have had an accident and I went to the hospital to be treated. What is the
procedure for the reimbursement of the costs incurred?

You simply have to fill in one of the two claim forms available on this website and sent it to
the insurer with the invoices / account of expenses related to your accident. You will find
the claims forms in the Claim Form section.

13. I was hospitalized and had to pay a hospital bill of 1.500 EURO. How much will
be reimbursed by the Insurer?

Provided that the claim is covered (in other words provided that it is not part of the general
exclusions of the EMIS2 cover see general conditions) and as long as for your
hospitalization you stayed in a semi-private room, the medical costs related to your
hospitalization will be 100 % reimbursed (no limit of indemnity, no deductible).

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14. I have some questions about the required fields in the Claim Form for Medical
Expenses. Could you please clarify which information am I supposed to
mention in the fields Declaration nr., declaration fee and payment to :
doctor / insured?

Declaration nr. is the number of the bill, number of the medical attest or any other
reference provided by the doctor for the medical treatment, if any.
Declaration fee is the amount of the bill for the costs incurred. Or if the student is
registered at a social security system /health care insurer, the remaining amount to be paid
by the insurer after the intervention of the social security/health care insurer.
Payment to : doctor / insured refers to whom the amount of the medical costs must be
reimbursed.
As we are talking here about the Claim Form for Medical Expenses under 250, the
general rule is that the insured student pays first the bills and asks the reimbursement of
the costs to the insurer.

15. I need to fill out a claim form to ask the reimbursement of my costs and I was
wondering if I need to convert the currency in euro? Which currency rate
should I use?

You don't have to convert the amount indicated on the bill. The insurer has the program
needed to do it.

16. I have had a toothache. Will my visit to the dentist be reimbursed?

Yes. Costs for urgent dental treatment are reimbursed up to maximum 250 EURO per
claim per student. Please fill in the Claim Form for Medical Expenses (short version) as
soon as possible. See Claim Form section.

17. I have fixed braces on my teeth. I would like to go to the dentist to clean my
teeth and change the elastic modules. Will my visit to the dentist be
reimbursed?

No, these costs will not be reimbursed under the EMIS2 policy. A simple consultation for
control, teeth cleaning, etc. is not considered as an urgent case and the insurer may
refuse to intervene in the medical costs.
The change of your elastic modules is considered as the follow-up of a treatment that was
prescribed before your arrival in the programme and therefore will not be covered. If you
benefit from the social security system, we advise you to contact your social security
administration to see if these costs are wholly or partially refundable.

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18. Accidentally my dental braces were broken. I would like to be sure that it will
be covered in real costs (as mentioned in section 4). Could you please
confirm?

The Insurer reimburses the costs of urgent dental treatment on the basis of acute medical
necessity. It does also cover the repair or the replacement of a denture or of artificial
elements of the denture.
In your case, it is about dental braces. Unfortunately the dental braces are not considered
as a denture. It will be not covered by your EMIS2 insurance.

19. My wisdom tooth really hurts. If I go to the dentist to extract it, will I be
reimbursed for the costs incurred?

If the dental care treatment is urgent, you can be reimbursed to max 250 EUR per claim. If
the dental care is not urgent or if the dental care treatment is not a consequence of a
covered accident, it wont be covered.
You will have to pay first the bill and then fill in a claim form as soon as possible. Please fill
in the Claim Form for Medical Expenses under 250 (short version - available on our
website). Send the claim form by post with the original bills or if it exists with the proof of
reimbursement by a mutual fund (or any other Social Security system).
The Insurer (ACE Europe) will analyze your claim based on the information mentioned on
your claim form (+invoices, medical certificate if any, etc.) and on the EMIS2 general
conditions. If it is covered, ACE will proceed with the reimbursement of your dental care
costs, up to maximum 250.

20. My grandfather passed away during my participation in the programme.

I would like to return home for a few days to support my family and attend the
funeral. I will be accompanied with my wife and two kids. What can I do?

Please call ACE Assistance at the phone number mentioned on your assistance card. You
will have to provide your policy number (number starting with BEBSTAxxxx) and your
name.
Aces agent will detail the procedure to be followed as well as the documents to be
provided (i.e. death certificate, general claim form, etc.). ACE will take care of everything
(ticket reservation, etc.). Please note that only the costs related to your return home will be
covered, not the costs related to the return of your wife and kids.
Never buy travel tickets yourself in case of an early return. You may run the risk of not
being fully reimbursed by the Insurance Company!

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21. I have a question about early return in case of the death of a relative under
section 5. Who is considered a relative under this policy.

The general conditions of the EMIS2 insurance policy provides reimbursement of the travel
costs in case of death of the following insureds relatives : partner, child, parent, brother,
sister, grandparents or grandchild.

22. My wife and my son will accompany me to Europe during my participation in

the Erasmus Mundus programme. Are they also covered by the Erasmus
Mundus Insurance Scheme 2 (EMIS2) ?

No, only the Erasmus Mundus Student is covered. However, accompanying family
members can purchase individual insurance coverage at an affordable price for the
duration of their stay abroad. The product is called Student Insurance Program or SIP. You
will find all the information you need on www.sipinsurance.eu.
Please note that the benefits of the SIP policy are different to those of the EMIS2
insurance policy offered to Erasmus Mundus Programme.

23. I have a question about the content of the assistance card. In Section 5, it
says: transportation and accommodation costs for family members (7.500,00
EUR). How will you reimburse the plane ticket costs of my wife to come to
Europe? And also I want to know how you will cover the accommodation costs
of my wife?

"Section 5" is related to "assistance to persons".

Transportation and accommodation costs of family members is applied in case of serious
illness or mortal danger of the insured student. In this case, ACE Assistance organizes the
transportation and accommodation of max 2 family members going abroad to visit the
student in the hospital where he/she is treated, up to a max. amount of 7.500,00.

24. I need a proof of insurance stating my period of coverage for my visa

application.

Please contact your coordinator to obtain an insurance certificate stating your name, your
policy number, the summary of your cover and your period of coverage.

25. I have lost my assistance card. How can I get a new one?

Simply contact your coordinator who will send you a new assistance card by e-mail.

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26. Someone stole my wallet. I have to go to the Embassy and apply for a new
passport.

By calling ACE Assistance at the phone number mentioned on your assistance card, the
Insurer will help you perform the administrative tasks. The phone number of ACE
Assistance can also be found in the section Assistance needed on www.marsh.be/emis2

27. I went to an optician yesterday. He advised me to wear glasses all the time. Will
my visit to the optician be reimbursed? How much can I expect to be
reimbursed for my glasses?

The EMIS2 insurance cover you benefit from foresees the reimbursement of the medical
expenses incurred following an accident or disease occurring for the first time during your
period of insurance.
Consequently, the insurer will intervene in the purchase of glasses when the use of first
prostheses has become necessary after an accident or a disease covered.
If your visit to the optician is not linked to a covered disease or accident, then you will not
be reimbursed. The purchase of glasses because the eyesight diminishes with time is not
considered as an illness and is thus not covered.

28. Am I covered for winter sports activities, like skiing or ice hockey ?

No, the practice of winter sports is not covered under your EMIS2 insurance.
Unfortunately, we do not buy any extra cover option for these sports.
However, we recommend you to buy a ski travel insurance with a local insurance company
if you are planning a winter sports holiday.

29. There is much talk in the media of the political tensions and demonstrations in
the country where I am supposed to go soon. Will I be covered when I arrive
there?

If you arrive there before the beginning of such events, the coverage remains valid for 14
days from the start of the hostilities, i.e. the time necessary for the insured to leave the
country.
As we are not talking here about medical repatriation (due to an accident/illness) but rather
about political emergency evacuation, all expenses related to your early departure from
this country will not be borne by the Insurer.
To determine whether this clause of 14 days will be applicable, you shall visit the following
website: http://www.fco.gov.uk/en/travel-and-living-abroad/travel-advice-by-country/

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If this website strongly recommends against all but essential travel to the country where
you are supposed to go, then you will not be covered by the EMIS2 insurance policy on
site (i.e. in the event you decide nevertheless to go there).
In all other cases, you will remain covered and benefit from the clause of 14 days if
necessary.
In any case, it is crucial that the situation abroad allows the Insurer to intervene.
The Insurer will endeavor to provide the services as foreseen in the insurance contract but
he shall not be responsible for failure to perform due to events of force majeure. Lets
imagine that the Insurer must organize a medical transport but the airport is surrounded by
the military because of the civil war, forcing it to close. In this case, the medical repatriation
will be carried out only when the situation in the country normalizes and allows repatriating
the insured.

30. What does Civil liability mean ?

It means that the student is insured against damage caused to a third-party, damage for
which the student is personally liable (i.e. responsible), due to an involuntary and
unforeseen event. For example : bodily injury or property damage.

31. Last week I hit a pedestrian with my bicycle. The man was brought to the
hospital. Will my cover civil liability in private life intervene for his treatment
costs?

Your EMIS2 insurance policy foresees a cover for damage caused to a third-party, when
you are held legally responsible.
The covered amounts for his treatment costs will be determined on the basis of the laws in
force in the host country (=country in which the accident took place). If the laws in force in
the host country do not determine the covered amounts, then the covered amounts will be
limited to max. 1.500.000 for bodily injury.

32. I am lagging behind with my thesis and I wont have my thesis completed by
my graduation date. Will I remain covered by this programme?

Yes, the coverage is automatically extended for a maximum of three months after the
official end date of your coverage if you are taking up an activity linked to your Erasmus
Mundus programme. This information is also mentioned on your insurance certificate.

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33. I have completed my study programme but I would like to stay one more year
in Europe to undertake a one-year postgraduate course which has nothing to
do with Erasmus Mundus II. Can I get one-year extension of coverage?

No, this is not possible. It is a tailor-made insurance product developed for universities
involved in Erasmus Mundus II.
However, you can buy individual health insurance to be adequately covered during your
stay in Europe. The product is called Student Insurance Program or SIP. You will find all
the information you need on www.sipinsurance.eu.
Please note that the benefits of the SIP policy are different to those of the EMIS2
insurance policy offered to Erasmus Mundus Programme.

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