Privacy Policy

Eagle Group provides medical assistance and care coordination services. Because of the nature of our work, we handle personal — and sometimes medical — information belonging to patients, insurance members and corporate clients. We treat that information with the same care we bring to every case. This policy explains what we collect, why, and the choices you have.

1. Information We Collect

• Contact details — name, organisation, email address and phone number submitted through our case referral form or given to our coordinators.
• Case information — patient location, requested service, urgency, insurance policy references and the clinical summary you choose to share with us.
• Communication records — emails, calls and messages exchanged with our coordination desks, kept as part of the case file.
• Basic technical data — our website stores only your language and theme preference in your own browser. We do not run advertising trackers.

2. Why We Use It

• To open, verify and coordinate a medical assistance case — including issuing Guarantees of Payment, arranging admissions, house calls, tele-consultations and repatriations.
• To verify insurance coverage with the relevant insurer or assistance partner.
• To document the case for the parties involved (insurer, provider, client) and for our regulatory obligations.
• To respond when you contact us.

We rely on your consent (given when you submit a case), the performance of assistance agreements, and — in urgent medical situations — the protection of the patient's vital interests.

3. Who We Share It With

Only the parties needed to deliver care on a case: the insurer or assistance company handling the policy, the treating hospitals, clinics and physicians, transport and repatriation providers, and — where legally required — competent authorities. Each receives only what is necessary for their role. We never sell personal or medical information.

4. International Transfers

Our network operates across 50+ countries. When case information must cross borders — for example, to a treating hospital abroad or to the patient's insurer — we transfer only what the case requires and expect the receiving party to protect it under their applicable medical-confidentiality and data-protection obligations.

5. Security & Retention

We apply HIPAA-aligned handling practices: access to case files is limited to the coordinators and medical staff working the case, and clinical details are shared on a need-to-know basis. Case records are retained for as long as required by our agreements with insurers and by applicable law, then securely deleted.

6. Your Rights

• Ask what information we hold about you and receive a copy.
• Ask us to correct inaccurate information.
• Ask us to delete information, where no legal or contractual retention duty applies.
• Withdraw consent for future processing at any time.

To exercise any of these rights, contact the desk handling your case:

• EGS — Dubai: alarm@egs-assist.com · +971 58 207 4180
• Eagle Int. Assistance — Cairo: Assistance@eagle-assistance.com · +20 127 774 0978

7. Changes to This Policy

We may update this policy as our services or legal obligations evolve. The latest version will always be available on this page, with the date above.