HX Global

HX Global & ACE American Insurance Company

As a leader in our industry, Rustic Pathways takes the health and wellbeing of our students extremely seriously. For this reason, we are pleased to inform you that we have partnered with HX Global. HX Global is a division of Healix International, one of the world’s leading providers of medical and travel assistance services. We have also partnered with ACE American Insurance Company (“ACE”) for the financial underwriting of certain evacuation expenses.

All participants traveling with Rustic Pathways will have access to HX Global services and ACE benefits through Rustic Pathways’ membership. In order to help cover the cost of these critical resources, every participant traveling outside their country of residence will be assessed a $90 AUD fee for insured medical evacuation and security services for the duration of their program. While we realize this is an additional cost, we are confident you will find value and peace of mind in the protection these services provide.

All participants will receive an HX Global membership card and important information about this service prior to travel. As a member, you will have access to HX Global’s extensive travel information network to guide you in making informed decisions prior to travel. All individuals who travel outside their country of residence for Rustic Pathways’ programs will also enjoy the benefit of ACE’s insured medical evacuation during their program. In order to receive this benefit, services must be coordinated by Rustic Pathways. This protocol was put in place so that you will not have to manage communications with separate organizations. Instead, simply contact Rustic Pathways for any medical and travel assistance needs during your program, and Rustic Pathways will oversee the response in collaboration with these organizations. Please make sure to read and understand these services when this information is sent to you.

Please understand that this is not medical insurance. It does not provide medical expense coverage for items such as doctor visits, hospital / clinic services, or prescription medications. Participants are still required to provide their own medical insurance and are responsible for all medical costs incurred during their travel with Rustic Pathways, with exception of ACE-covered medical evacuations; these are coordinated through HX Global. Coverage of said medical evacuation costs is determined solely at the discretion of HX Global.

Below we have included additional information, as well as frequently asked questions about HX Global. If you have any further questions, please contact us at rustic@rusticpathways.com.au or call our office at 1800.321.435.

Frequently Asked Questions About HX Global

Q. Who is HX Global?
A. HX Global is a leading global provider of medical assistance, international healthcare, security services, and outsourced customer care. For over 23 years, the HX Global team has been helping their clients manage the health and safety risks facing their international travelers, expatriates, and global workforce.

Every single day, millions of people put their trust in HX Global to keep them safe and healthy wherever they live or travel. At the core of this service is a comprehensive, members-only website (https://traveloracle.healix.com/rusticpathways) and a 24/7 operations center, which is staffed by multilingual professionals. Members are guaranteed the very best routine or emergency medical assistance anyplace in the world.

Q. Is HX Global a medical insurance company?
A. HX Global is not an insurance company. However, many insurance companies around the world use HX Global to provide medical assistance due to their global presence. They are a 24-hour medical and security assistance company. Once a call is received by any of the HX Global assistance centers, that call is directed to their in-house nurses and doctors who then determine the nature of request and provide assistance in terms of advice, referrals, arrangement of appointments, activation of ambulances, alerting emergency staff (if required), arrangement of hotel / home visits or bed-side nursing, as well as continued monitoring of a medical condition.

HX Global’s worldwide network of providers is appropriately credentialed by medical staff prior to any referral. HX Global has signed agreements with many of these providers and is able to provide guarantee of payments on behalf of clients. Additionally, they have a network of credentialed air ambulances across the globe to move patients to centers of better care as and when required.

Q. Do I still need personal medical insurance?
A. Yes, all participants of Rustic Pathways programs must have comprehensive medical insurance coverage. HX Global is not a medical insurance provider and does not cover the cost of medical treatment before, during, or after program participation. If necessary, HX Global can guarantee payment to prevent delays in care, but is not responsible for the actual cost of care.

Q. Does HX Global replace personal travel insurance?
A. HX Global is not a travel insurance company. For that reason, you may want to consider a travel insurance provider for the duration of your program. While HX Global provides similar assistance services to travel insurance providers, they do not cover program costs, airline tickets, or other costs associated with cancelling one’s program. You may decide the addition of a travel insurance policy makes sense to insure the costs not otherwise covered by your medical insurance company or HX Global.

Q. How should I use HX Global prior to travel?
A. Rustic Pathways believes that it is critical for participants and their families to be knowledgeable about the locations they are traveling to and leverage that knowledge to determine if the experience is appropriate for them. HX Global should be used prior to travel in order to help provide important information. Once you have received your HX Global membership number, please log into https://traveloracle.healix.com/rusticpathways to access important information. This information includes, but is not limited to:

  • Vaccination requirements
  • Passport and visa requirements
  • Quality of health care
  • Advice on prevalent diseases
  • Personal and driving safety information
  • Hygiene, including quality of food and water
  • Culture and customs
  • Currency
  • Weather/packing suggestions
  • Compatibility of electrical items
  • Personal safety advice.

You can also call HX Global with medical or travel-related questions.

Q. How should I use HX Global during travel?
A. Generally speaking, you should not need to contact HX Global during travel. HX Global is part of the Rustic Pathways emergency response system. When health or security concerns occur on a program, our staff often contact an HX Global operations center for assistance in determining appropriate response. Rustic Pathways will always endeavor to contact parents and involve them in the decision making process. Oftentimes parents opt to speak directly with an HX Global nurse or physician in addition to a Rustic Pathways staff member in order to ensure fully informed decisions. To further facilitate critical communications, participant’s family members should contact Rustic Pathways in case of emergency on their end. This is done via our 24-hour emergency number. This number will be sent prior to travel.

Q. What if I need medicine or equipment while traveling?
A. If you’ve lost or run out of medication, first aid equipment or other supplies, HX Global can help you replace it (in accordance with local and international regulations). In some cases, we send fresh supplies or we can get you a prescription from your doctor at home or arrange a prescription from a local physician, as required. All supplier costs (medication, doctor visits, shipping, etc.) are your responsibility, as there is no insurance element for these services provided by Rustic Pathways or our vendors.

Q. What is an assistance center?
A. The HX Global assistance center is a 24/7/365 call center staffed by doctors and nurses, security experts, multi-lingual coordinators, and logistics support personnel. This level of staffing allows them to respond rapidly to any type of emergency or call for assistance.

Q. Will HX Global pay my medical bills?
A. In case of emergency, HX Global can guarantee and pay up-front costs associated with your medical care to ensure you receive immediate treatment. Rustic Pathways must approve this payment and all clients will be responsible for the final cost of any and all medical bills. Your medical insurer may have their own procedures for you to follow for international expense coverage, ranging from contacting them for assistance to simple “pay-and-claim” practices. It is important that you understand your own medical insurer’s coverage and claim requirements.

Q. Do I need to activate my membership?
A. No, your membership is already active. Simply carry the card in your wallet at all times while traveling. Whenever you need assistance, contact the phone number listed on the card. For those with smartphones, including iPhone, Android, Blackberry, and Windows devices, you can also download the HX Global Assistance App.

Q. Do I have to carry my membership card with me at all times?
A. No, however it is recommended that you always carry your membership card with you, since it includes the Rustic Pathways-dedicated telephone number for the HX Global assistance center. Both the Rustic Pathways-dedicated HX Global website and the HX Global smartphone apps include this contact information as well.

Q. What other travel assistance services do you help members with?
A. HX Global assists you with replacing important travel documents (e.g. passport, credit cards). If you have a change in plans, they can advise you as to how to extend your visa or get further vaccinations. HX Global can refer you to a lawyer or interpreter, help to replace lost tickets, etc. It is important to note, however, that they do not make routine travel arrangements.

Q. What is HX Global’s emergency medical evacuation service?
A. HX Global can be accessed at any time to help coordinate emergency evacuations. If you are in an area where adequate medical facilities are not available, HX Global will obtain approval from Rustic Pathways to evacuate you to a medical facility capable of providing the required care. A physician supervises evacuations, and when necessary, a medical specialist or nurse will accompany you during the evacuation. An air ambulance will be used when required. HX Global must be contacted and manage the case in order for such services to be covered under the ACE policy.

Q. Are the costs of evacuation services covered?
A. Under Rustic Pathways’ Emergency Medical Service, ACE will pay for medically necessary evacuations and/or repatriation services coordinated by HX Global incurred while members are traveling outside their country of residence for Rustic Pathways programs. HX Global maintains the right to determine if an evacuation is medically necessary and covered under the ACE policy, although when possible, HX Global will inform us prior to initiating an evacuation if the costs are covered. In cases where an evacuation is requested and not covered under the ACE policy, HX Global may assist in arranging and executing services on a fee for service basis. Evacuation costs not covered under the ACE policy include, but are not limited to, evacuations caused by high-risk activities, unlawful acts, or self-inflicted injury or illness.

Please contact Rustic Pathways at 1800.321.435 or rustic@rusticpathways.com.au for any additional questions regarding our HX Global membership.