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Field team members and organizational leadership can oftentimes have different, yet equally valid perspectives on a situation based on the information available to them and their unique perspective. We recognize that each level of authority should have the choice to order an evacuation. Field members should never be forced to stay in a situation if they want to evacuate. Field leadership must have the authority to order an evacuation based on their experience in a location and the best interests of the staff and operations. Reliant leadership must be allowed to order an evacuation to protect the team that is close to the event or the organization as a whole from risk.


If an evacuation is necessary, follow the Contingency Planning: Evacuation and Orderly Relocation protocols.

How to request evacuation assistance

The below contact information is specific to requesting international crisis evacuation assistance services both for medical and non-medical evacuations. An international field team member may contact the below services directly, or reach out to the ICMT to contact the services on their behalf.  Either way, if a crisis service is needed please let the ICMT know immediately

For medical insurance questions and claims please contact AETNA using your insurance card and follow these instructions to submit a claim

Please follow your International Crisis Plan and use the predetermined Local Hospitals and Health Facilities.

If I need Medical Evacuation Assistance, who should I contact? 


I'm covered by Reliant's Aetna Medical Insurance Plan. 

Please call Aetna WorldTravler and give them your Aetna Insurance member ID #. After reporting to Aetna, Reliant should be informed through the International Crisis Hotline.

In most situations, if a medical evacuation will be needed, someone from Aetna will need to assess and direct the movement. It's important to engage the help of Aetna WorldTraveler early on during the incident. 


  • 1-877-242-5580 (Int'l Toll Free)
  • 1-813-775-0246 (Int'l Collect)


I am NOT covered by Reliant's Aetna Medical Insurance Plan

Pleases call AIG - Travel Guard Global Assistance and give them our Policy # 9120160. After initializing a claim with AIG, the individuals should informReliant. 

AIG Insurance - Travel Guard Global Assistance

Policy Number: 9120160
Phone: 877-244-6871 (Within the U.S./Canada)
Phone:  715-346-0859  (Int'l Collect Call / Reverse Charge (Outside the U.S.)
Email:  assistance@aig.com 
Website:  www.aig.com/us/travelguardassistance  
What is Available: 
  • Medical Assistance, evacuations, referrals for hospital and providers
  • Travel Assistance, lost luggage, lost passport, AMT location
  • Emergency telephone interpretation, Embassy/Consulate information
  • Concierge Services, ground transportation coordination, etc. 
  • Identity Theft Assistance
  • Assistance Website, Travel Security Awareness Training, Country Reports, Travel Alerts
  • Security Assistance, Immediate Security Evacuation Assistance, Security Advisories

If I need to evacuate for non medical reasons or need immediate travel assistance, who should I contact? 

Pleases call AIG - Travel Guard Global Assistance and give them our Policy # 9120160

AIG Insurance - Travel Guard Global Assistance

Policy Number: 9120160
Phone: 877-244-6871 (Within the U.S./Canada)
Phone:  715-346-0859  (Int'l Collect Call / Reverse Charge (Outside the U.S.)
Email:  assistance@aig.com 
Website:  www.aig.com/us/travelguardassistance  
What is Available: 
  • Medical Assistance, evacuations, referrals for hospital and providers
  • Travel Assistance, lost luggage, lost passport, AMT location
  • Emergency telephone interpretation, Embassy/Consulate information
  • Concierge Services, ground transportation coordination, etc. 
  • Identity Theft Assistance
  • Assistance Website, Travel Security Awareness Training, Country Reports, Travel Alerts
  • Security Assistance, Immediate Security Evacuation Assistance, Security Advisories


You can also secondarily call ACE/CHUBB executive assistance services if AIG does not provide you what was needed.

Executive Assistance Services (associated with ACE/Chubb Policy)

  • Emergency Political Evacuation & Concierge Services
  • Also for Emergency Medical, Personal, Travel Assistance
Phone: 800-766-8206 (Inside U.S. and Canada)
Phone: IDD+800-0200-8888 (Outside U.S. and Canada - 40 countries)
Phone: 202-659-7777 (Collect Calls Outside U.S. and Canada)
Phone: IDD 1-2020-659-7777 (Where Toll Free or Collect Calls are not available - Outside the U.S. and Canada)





Evacuation Authority

At any point, any individual team member or family may choose to evacuate from any location. (Review the recommended individual stay-go assessment to help determine next steps.) 

All team members agree to respect the field leadership’s authority to order an evacuation for their location. Field leaders will follow the safety and well-being priorities for removal from a crisis situation as outlined on the International Risk Priorities

Finally, all field staff including field leadership agree to recognize Reliant’s ultimate authority to order an evacuation from a location. Reliant recognizes all three levels of authority to order an evacuation and mandates that all three parties be in agreement for individual staff members to remain in country. (See Shared Crisis Authority and Responsibility in Reliant Partnerships.) No party can stay in country or order another team member to stay in country while another party is mandating an evacuation of that personnel. Field team members and Reliant leadership agree to respect, honor, and support any decision from any level to evacuate a location. Failure to respect evacuation authority will result in immediate termination of employment.

Special Considerations

An evacuation is not easy for the evacuees or for those staying behind. It is a very emotional event, giving rise to feelings of guilt, hurt, frustration, and powerlessness. The departure of team members can have a variety of meanings to the local population, including the removal of a symbolic or real safety barrier. Thus, an evacuation is not a neutral act and may even aggravate a crisis. When a team evacuates it should consider providing a statement for the media and others explaining Reliant’s reasoning and any continuation or possible resumption of operations.

If an evacuation occurs, there will be a new International Risk Assessment performed before a Return or Resumption of Operations After An Evacuation.



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