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ASSISTANCE SERVICE GUARANTEES AT DOMESTIC LEVEL FOR "TOURIST POLICY ASSISTANCE (SOUTHBOUND)" TERMS AND CONDITIONS
Mexican Insurance Store's Mexican Car Insurance Roadside Assistance And Claims Services Guarantee Through ACE Insurance Company
- In order that The Assistance Service Guarantees at Domestic Level are valid, the tourist automobile insurance policy
should be in force; the Insured must have such policy available when the assistance is required.
- The person appearing as contracting on the policy front page and/or the person driving the insured vehicle with the
contracting party's authorization shall be identified as the "Insured" for purposes of these terms and conditions.
- The person(s) accompanying the "Insured" in the insured vehicle shall be identified as "Occupants" for the purposes
of this policy.
- This Mexican auto Insurance policy shall cover the reported casualty when taking place in Mexican territory and while the contracted policy
is in force.
- IKE Asistencia shall be identified in this document as "the Company", which was contracted by ACE Seguros, S.A. to
provide the services described in this document.
- The text in Spanish contains the official conditions; in case of any controversy, this text shall be the only one
to be used invariably. The text in English included in the policy is a courtesy with no legal effects.
- These terms and conditions shall complement the Terms and Conditions of the Asistencia Platino, but at not time shall
These guarantees shall only be valid for the Insured when: "The Company", by means of its several service customer
channels, has not provided the service requested according to the service guarantees described below.
Section 1.0 - Telephone Helpline
"The Company" shall guarantee bilingual service (Spanish - English) to the Insured, 24 hours a day and 365 days a year.
If "the Company" fails to provide the Insured the service in the language selected, the "Company" shall reimburse the
Insured US $50 or its equivalent in Mexican Pesos
Section 2.0 - Medical Assistance
"The Company" shall guarantee bilingual service (Spanish - English) to the Insured, by qualified physicians 24 hours a
day and 365 days a year.
"The Company" shall guarantee Telephone Medical Assistance to the Insured until arrival of the ambulance, when life of
the Insured or any of its occupants is in danger.
"The Company" shall guarantee that all providers of the Ambulance service shall be qualified and comply with any
requirements set forth by the Ministry of Health.
If "the Company" fails to comply with any of the guarantees mentioned in Section 2.0, "the Company" shall reimburse the
Insured US $50 or its equivalent in Mexican Pesos.
Section 3.0 - Road Assistance
Local Services: Once the Insured has requested assistance service to the phone number 01 800 223 8687, "the
Company" guarantees that assistance shall be provided within a maximum of 90 minutes*.
Highway Services: Once the Insured has requested assistance service to the phone number 01 800 223 8687, "the
Company" guarantees that a follow-up call shall be made to the Insured every 30 minutes until assistance is received*.
If "the Company" fails to comply with any of the guarantees mentioned in Section 3.0, "the Company" shall reimburse
the Insured US $50 or its equivalent in Mexican Pesos.
These guarantees shall only apply for private use vehicles of less than 3.5 tons.
The guarantee regarding time for contact applies only if "the Company" fails to notify the Insured upon the call
that there is a contingency that could delay assistance service arrival.
Section 4.0 - Legal Assistance
"The Company" shall guarantee a network of lawyers throughout the Mexican Republic.
Local Services: Once the Insured has requested assistance service to the phone number 01 800 223 8687, "the Company"
guarantees that assistance shall be provided within a maximum of 70 minutes.
Highway Services: Once the Insured has requested assistance service to the phone number 01 800 223 8687, "the Company"
guarantees that a follow-up call shall be made to the Insured every 30 minutes until assistance is received.
"The Company" guarantees the Insured on the first interview with the appointed lawyer, that he/she will deliver an
envelope-instructions or a brochure with useful guidelines for procedures in Mexico.
If the Insured has any legal proceeding pending, "the Company" guarantees the Insured a notice of progress and/or
status of his process by means of a telephone call or e-mail, once a week.
If "the Company" fails to comply with any of the guarantees mentioned in Section 4.0, "the Company" shall reimburse
the Insured US $50 or its equivalent in Mexican Pesos.
Section 5.0 - Reimbursements
Once "the Company" has received all right and complete documentation from the Insured, including: full contact data
of the Insured, e-mail address, bank account number and data of the bank for reimbursement, "the Company" guarantees
the payment of reimbursements within a maximum term of 10 business days.
"The Company" shall deposit to the Insured the amount of US $50 or its equivalent in Mexican Pesos each business day
in which reimbursement is not made.
Reimbursement Follow-Up Process:
"The Company" shall review the day after receiving all the documents and the reimbursement application from the
Insured, if they are complete and free of errors, and shall e-mail to notify the Insured either of the start of his
procedure or if it is necessary to correct any data.
Insured people within Mexican Territory: "The Company" shall make a follow-up call to the Insured within the 10
business days in which reimbursement is being processed to inform about the status of the reimbursement.
Insured people outside Mexican Territory: "The Company" shall e-mail to the address specified by the Insured to
inform about the status of the reimbursement.
Not Approved Procedures:
If "the Company" fails to receive a reply from the Insured within the week following an e-mail requesting the
correction of data, the "Company" shall e-mail again requesting any missing data or correction thereof.
If no answer is received from the Insured within the three days after e-mailing the last time, a third e-mail
shall be sent to the Insured notifying about the suspension of the procedure and the "Company" shall file the
documentation for further clarifications.
When the reimbursement procedure has been concluded, "the Company" shall e-mail a notice to the Insured, and if
necessary, shall send a copy of the reimbursement proof.
If "the Company" fails to comply with any of the guarantees mentioned in Section 5.0, "the Company" shall reimburse
the Insured US $50 or its equivalent in Mexican Pesos.
The service guarantees in follow-up calls or e-mails only applies if the Insured has provided the necessary contact
means properly for "the Company".
The "Company" shall be entitled to prove the Insured and "Ace Seguros" the applicability of the complaint, and
applicability or not applicability of the reimbursement, with any means necessary therefor (call recording, e-mail, etc).
"The Company" shall limit to pay any reimbursement specified in the cases set forth in this policy.
INDISPENSABLE CONDITIONS TO GRANT BENEFITS TO THE INSURED DUE TO NONCOMPLIANCE
"The Company" shall have the Insured's correct contact data (telephone and address).
a) LOCAL AND HIGHWAY SERVICES:
Local services shall mean any service to be provided in the main cities of the Mexican Republic and within the
limits of the metropolitan area of each State of the Republic.
Highway services shall mean any service provided outside the limits mentioned above.
Shall mean any situation beyond the "Company's control" such as any flood, leakage, blackout, blockage, march,
strike, and any kind of situations that are obvious and hinder or affect roads and access to precincts, when
providing the service.
c) ENVELOPE-INSTRUCTIONS OR BROCHURE:
When any criminal investigation is initiated, instructions in the form of an envelope or brochure shall be
provided to the driver, and which shall allow him to know which documents are required to evidence ownership of
the vehicle, as well as a brief description of the legal procedure. Also, this material contains data of the
lawyer that is providing legal assistance, as well as telephone numbers, e-mail and customer service telephone
of the regional office responsible for supervision.
Reimbursements shall only be paid in the following cases:
a) "The Company's" provider has not been able to arrive and provide the service requested within the deadlines
established for contact, which shall be informed to the Insured upon requesting the service.
b) When "the Company" has not a provider available at the locality where the Insured is requiring this
service. In this case, the "Company" shall notify the Insured about this situation within the 10 minutes after
receiving the call.
c) When the Insured has intended to get in touch with "the Company" and his telephone call has not been received
in the Telephone Customer Center. Reimbursement shall apply according to the expense proof submitted by the
Insured and up to the limit of the coverage.
d) When the Insured cannot report the service request by virtue of being an emergency, or because the Insured is
outside Mexican territory, provided it is reported within the 24 business hours after the casualty. Reimbursement
shall apply according to the expense proof submitted by the Insured and up to the limit of the coverage.
a) The Insured shall provide the original invoice or proof in name of: SEA SERVICIOS ESPECIALIZADOS DE ASISTENCIA,
S.A. DE C.V., or in the name of the insurance policyholder.
NOTE: ONLY INVOICES WITH THE DATE OF THE CURRENT OR PREVIOUS MONTH SHALL BE PROCESSED.
Invoices must contain the following data: Tax ID SSE951221 AX0.
Address: Blvd. Adolfo Lopez Mateos No. 261 piso 8 col. Los Alpes C.P. 01010 Mexico, D.F. or in the name of the
For the cases outside Mexican Territory, the invoice or note provided by the Insured to process reimbursement
must be original and contain the name of the service provider and the Insured holder of the policy, otherwise, the
name of the service provider and the name of:
SEA SERVICIOS ESPECIALIZADOS DE ASISTENCIA, S.A. DE C.V.
TAX ID SSE951221 AX0 ,
Address : Blvd. Adolfo Lopez Mateos No. 261 piso 8 col. Los Alpes C.P. 01010 Mexico, D.F.
b) Official communication addressed to SEA SERVICIOS ESPECIALIZADOS DE ASISTENCIA, S.A. DE C.V. to the area making
the process, requesting the reimbursement, and specifying:
c) For ambulance, the reason for the lack of notification, suffering, place of destination, for wrecker and others:
reason of the lack of notice, trench traveled, data of the automobile.
d) Account number in the name of the holder (CLABE 18 digits and name of the bank), in which the reimbursement
shall be deposited.
e) If the account is in a foreign bank, the following data shall be required:
- Name of the Bank
- Account number
- Missing these three requirements, the Routing number
f) Official identification copy.
g) Copy of the policy.
h) If reimbursement shall apply, such reimbursement shall be paid based on the coverage upon contracting; under no
circumstance any amount greater than this shall be paid.
All documents required to process the reimbursement:
Must be sent to: Alba Delia Rodriguez. AREA DE EVALUACIoN DEL SERVICIO.
Address: Blvd. Adolfo Lopez Mateos No. 261 piso 8 col. Los Alpes C.P. 01010 Mexico, D.F.
Term to process reimbursements: The area in charge of processing the reimbursement shall have a term of 10 business
days to make the deposit in the account number specified. After this term, the Insured shall be informed by e-mail
that the deposit in the authorized amount has been made in the specified account and copy of the proof shall be sent.
TELEPHONE NUMBER TO REQUEST REIMBURSEMENTS AND COMPLAINT SERVICES:
Business hours: From Monday to Friday, from 7:00 to 15:00 hours with Mr. Jorge Luis Luna.
Telephone numbers: 01-800- ACE-TOUR (01800 223 8687) and 5480 0919 (the same numbers to request assistance)
Or e-mail to: firstname.lastname@example.org
NOTE: When receiving a call, the area receiving the complaint or reimbursement application shall ask the Insured a
contact number of his permanent residence outside Mexican Terrotory, data to attend the complaint, and shall e-mail
the document: "Reimbursement Policy of "the Company", where the Insured shall find all the information that must be
sent for processing.
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