I think you are referring to the benefit once known as Travel Emergency Assistance, then called Premium Global Assist and now Premium Global Assist Hotline. The name makes it sound as if it is purely a referral service, but if you read the description ...

https://www217.americanexpress.com/c...lassisthotline

Whenever you travel more than 100 miles from home, have peace of mind knowing you have 24/7 medical, legal, financial, and other emergency assistance from our Premium Global Assist Hotline staff.

We can direct you to English-speaking medical and legal professionals and arrange for a transfer to a more appropriate medical facility, even if an air ambulance is required. We can also help you with prescription replacements, emergency hotel check-ins and cash access, lost luggage or passports, Emergency Card Replacement, and more.

...in conjunction with this footnote, there seems to be more...

The Premium Global Assist Hotline must arrange all medical and visitor transportation. Because the Premium Global Assist Hotline is an assistance service, we cannot reimburse you for expenses you incur on your own.