ACE Assistance

Trouble abroad? Let us manage your crisis
Case Study 2:

The school trip was really going well, children were behaving, and everybody was having a great time. This was until last evening. One of the teachers has been run over by a car whilst crossing the street and sustained serious leg injuries, cuts and bruises. The police and a local ambulance were prompt to the scene and the teacher was rushed to the local hospital. The accident had been witnessed by some of the students who were left traumatised by the incident.

One of the teachers’ colleagues informs the school’s headmaster. The teacher’s wife is promptly notified. Whilst the group is still in shock, there are issues that need to be addressed urgently. A call is made to ACE RESCUE’s 24 hours’ helpline by one of the teachers in the group.

A member of staff of the Overseas Operations Department handles the first call. Essential information is obtained and special attention is paid to the needs of the moment.

• The main concern is the injured teacher, although he is in good hands, what will happen to him? He will not be fit to resume normal activities once he is discharged from hospital.

• What about his wife, she is very keen to join him, will the insurance company cover this?

• The overall supervision of the group has been affected by this accident. Is a replacement teacher covered to fly out and take over?

• The police are very keen to interview the teacher and the students who witnessed the accident, although the level of French of the students is competent enough, being interviewed by the police could be quite an intimidating experience. What can ACE Assistance do?

From that very moment, a team of experts will take control of the situation and clear objectives are established.

• The medical desk will contact the hospital to obtain a medical report. The office’s doctor will monitor the teacher’s progress until he is declared fit for repatriation.

• The co-ordinator in charge of the case, will contact the hospital’s administration to take in charge medical expenses.

• The repatriation services will arrange a flight for the teachers’ wife. Arrangements will be made for the wife to be met on arrival and taken to a hotel near the hospital (also arranged by ACE Assistance)

• ACE Assistance will liaise with the local police and arrange for an interpreter to assist the group with police inquiries, if necessary.

• ACE Assistance will also liaise will the school and arrange for a replacement teacher to fly out and join the group.

• The repatriation services will also arrange the injured teacher and wife’s repatriation with a Medical escort. A door to door service will be provided (i.e. ambulance abroad, repatriation on a stretcher if medically recommended and ambulance in the UK to either home or hospital if further treatment is required.)

• ACE Assistance’ legal department will contact the injured teacher, at a convenient time, to offer legal assistance and advice.

Through experience, we understand how such an incident can affect the dynamics of a group. Our aim is to alleviate all the pressures placed upon the group by tackling every single aspect of the crisis.

Whatever the problem, the solution is only one call away”