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What is red24?

Frequently asked questions

Many expats live abroad in safe places where civil unrest and other safety and security crises are limited. For others, war, terrorist attacks, coups and natural disasters are a constant threat. That’s why Aetna International has a team of global security specialists to ensure eligible members and their families are kept safe from harm including information, alerts and even emergency evacuation.

What is red24?

Cape Town based global security specialist, red24, is Aetna International’s crisis response partner. Their expert intelligence teams provide our eligible members with 24/7 advice on staying safe and well-informed overseas, while their international network of security consultants are on hand to help in the event of any kind of crisis, from a stolen passport to a war zone evacuation, anywhere in the world.

Intelligence gathering

At the heart of red24’s operation is intelligence gathering. Drawing on a network of trusted sources, red24 monitors security activity worldwide, ensuring they’re among the first to know if a threat situation arises. Analysts collect information from local contacts, track news channels and social network activity, and pass the details through to regional desks for distribution. Our eligible members can then use that information to make decisions about any upcoming travel plans, whether that’s a single business trip to a high-risk area or a family relocating as part of an extended international assignment.

Cultural awareness

Staying safe while in an unfamiliar country and getting to know a new culture are important considerations for individuals moving abroad for a new lifestyle, or those on assignment. red24 can provide personalised city security briefs, as well as a comprehensive list of “dos and don’ts” specific to a new country of residence; including what to wear to meetings, how to greet associates, and dining out.

Data distribution

Intelligence gathered by the regional desks is distributed through a number of channels, all free of charge to Aetna International members with eligible plans. These include:

  • red24’s website – providing minute-by-minute updates on 230+ territories and countries and 160 cities.
  • A 24/7 travel assistance phone line – one call and members can access updates, or talk through any security questions they might have.
  • SMS alerts and email bulletins – members can opt into updates that cover the countries and cities most relevant to their needs.
  • red24Global app – the latest updates on global security threats, accessible via mobile or tablet.
  • Email country intelligence reports and travel safety briefs - reliable information on more than 230+ territories and 160 cities; and briefs tailored to an individual’s trip

red24’s intelligence helps inform Aetna International eligible members’ decisions through the provision of country intelligence for example, but if a security threat arises, they can also be reassured that a team of experts is on hand to provide the support they need.

International Rescue

red24 has access to a network of over 400 security specialists worldwide, including former Special Forces soldiers, international law enforcement experts and local ex-military personnel. If an emergency happens, they have a team on hand who can help, either over the phone or, if necessary, in person. Their consultants have the depth of experience to handle any kind of crisis situation, including:

  • Kidnap and hostage negotiation
  • Terrorist attacks
  • War zone evacuation
  • Political or civil unrest
  • Natural disasters

If an emergency arises, our eligible members simply call red24’s Crisis Response Management line and the team in Cape Town will rapidly assess the situation. If they feel there’s an immediate threat to life, they work with in-country specialists to plan and execute an evacuation via land, sea or air, taking into account local circumstances and available resources. Otherwise they provide security advice over the phone, monitoring any changes and updating members as new information comes in.

Staying safe in unfamiliar territory

With growing levels of insecurity worldwide, many of our members are increasingly aware of potential threats to their personal safety. Our partnership with red24 means eligible members can access expert advice and support, 24/7, remaining secure in the knowledge that if a crisis does happen, a specialist team will be available to help them out.

Read how red24 worked to look after a family in Turkey who were caught up in the attempted military coup of 2016.

Aetna Pioneer individual members (no matter which Pioneer plan they choose: 1750, 2500, 4000, 5000 or 5000+) have access to the red24 support services available through AdviceLine. This includes 24/7 expert safety advice and assistance, email and text message alerts. Members with an Aetna Pioneer 4000, 5000 or 5000+ plan will have access to the red24 support services available through ActionResponse. This includes on-the-ground crisis management and removal from danger if you face a life-threatening situation.

Organisations can also choose to make AdviceLine or ActionResponse red24 support available to their employees. For businesses that choose Aetna Summit 1750, 2500, 4000, 5000 or 5000+, their employees will have access to red24 support via AdviceLine. This includes 24/7 expert safety advice and assistance, email and text message alerts. For organisations that choose an Aetna Summit 4000, 5000 or 5000+ plan for their employees, they will also have access to red24 services via ActionResponse. This includes on-the-ground crisis management and removal from danger if you face a life threatening situation.

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