What should I do if a member is injured during a trip?

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About Guests
Tomodachi Guide applies travel insurance to as many guests as the number of them decided when they settled a payment. However, depending on the details of accidents, insurance is not applicable.
First, go to the hospital for treatment as soon as possible. Please be sure to receive a receipt at that time. The receipt is required when travel insurance applies. Customer Support (CS) will basically be informed by the guides if the guests have been injured or encountered an accident. However, please contact Customer Support if guides have not contacted yet or cannot.
In case of accident or injury, it will be necessary to prepare a report. The report includes the name and contact information of the guide in charge, the name of the guest and its Japanese characters, the contact information of the guest in Japan (Name of accommodation, Address, Telephone number), the email address, the planned return date and flight information, the contact information of the guest in their country (Country / Address / Telephone number), when accident or injury occurred, where it occurred (Details of the accident site), who is involved (Name of the other people, Telephone number of them, Address), what happened, the information of the hospital (if you are doing treatment, Hospital name / Hospital's phone number / Payment situation / Presence or Absence of receipt / Bank account information in case of transfer ) are necessary and required. Please let guides know all of this information. When guides ask guests these kinds of questions, please answer correctly.
After submitting the report to Tomodachi Guide, Customer Support will contact both the guides and the guests. In principle, primary response to travel insurance will be informed to both the guides and the guests from Customer Support within 1 to 3 days. The insurance company will directly contact guests after Tomodachi Guide submits a report. Please send the receipt received from the hospital directly to the insurance company. The insurance company will contact you afterwards and will provide you additional details if needed. Even after guests return to their country, it is possible to continue contact with the insurance company.

About Guides
Currently, there is no application of travel insurance for guides, so guides need to handle injuries, accidents, and theft during traveling with their own insurance.
Regarding guest side, if injury or accident occurs, please take guests to a hospital first. Then please contact Tomodachi Guide. For contact information, please refer to the following. Please be sure to inform guests that they need to receive a receipt for treatment at a hospital.
In case of accident or injury to guests, it will be necessary to prepare a report. The report includes the name and contact information of the guide in charge, the name of the guest and its Japanese characters, the contact information of the guest in Japan (Name of accommodation, Address, Telephone number), the email address, the planned return date and flight information, the contact information of the guest in their country (Country / Address / Telephone number), when accident or injury occurred, where it occurred (Details of the accident site), who is involved (Name of the other people, Telephone number of them, Address), what happened, the information of the hospital (if you are doing treatment, Hospital name / Hospital's phone number / Payment situation / Presence or Absence of receipt / Bank account information in case of transfer ) are necessary and required. Please let guides know this information. When guides ask guests these kinds of questions, please answer correctly.
After submitting the report to Tomodachi Guide, Customer Support will contact both the guides and the guests. In principle, primary response to travel insurance will be informed to both the guides and the guests from Customer Support within 1 to 3 days. The insurance company will directly contact guests after Tomodachi Guide submits a report. Please send the receipt received from the hospital directly to the insurance company. The insurance company will contact you afterwards and will provide you additional details if needed. Even after guests return to their country, it is possible to continue contact with the insurance company.

If you have any questions about accident, injury or theft, please contact "guest_support@m.huber.co.jp". Also, as an emergency call on the appointed day, emergency contact information of Customer Support will be posted after the trip is confirmed. For guides, check from "Your bookings" and for guests, check from "Your trips". Please contact us.

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