ITIJ Issue 209 June 2018

ITIC REVIEW:

Bristol A full roundup of the recent International Travel & Health Insurance Conference in the UK

p.38

FEATURE:

p.42

FEATURE:

The cost of doing business

No room at the hospital

Travel insurance as a corporate risk management tool

Oh Canada … what’s with the bed shortages?

ESSENTIAL READING FOR TRAVEL & HEALTH INSURANCE PROFESSIONALS

Ebola strikes back Travellers have been warned against travelling to the Democratic Republic of Congo (DRC) following a new outbreak of Ebola

p.48

JUNE 2018 • ISSUE 209

Brexit worries still increasing With the outcome of Britain’s Brexit vote still in limbo, new research from travel insurance comparison site Medical Travel Compared has found that over half of UK travellers over the age of 45 are still concerned about the impact that the outcome of the negotiations may have on their travel plans within Europe

Following the announcement of the outbreak in the Equateur Province in the DRC, the UK’s Foreign and Commonwealth Office (FCO) has updated its travel advice, warning British travellers to avoid the area. Advising against ‘all but essential travel’ to the DRC, the FCO also said: “If you become ill during or immediately after travelling to the country, seek medical advice immediately. Medical care is extremely limited.”

The outbreak was first reported on 8 May and followed laboratory results that confirmed two cases of the disease, at which point the Ministry of Health of the DRC informed the World Health Organization (WHO) that two out of five samples collected from five patients tested positive for Ebola at the Institut National de Recherche Biomédicale (INRB) in Kinshasa.

Upon learning of the lab results, WHO established its Incident Management System to fully dedicate staff and resources across the organisation to the response. It deployed epidemiologists, logisticians, clinicians, infection prevention and control experts, risk communications experts and vaccination support teams, determined supply needs and helped fill gaps, and alerted neighbouring countries. “Our top priority is to get to Bikoro to work alongside the Government of the DRC and partners to reduce

With the UK leaving the EU officially on 29 March 2019, the lack of clarity as negotiations continue means only nine per cent of respondents feel less concerned about the impact on travelling to Europe as negotiations progress.

Tommy Lloyd, Head of Retail & Customer Interaction at Medical Travel Compared, commented: “With Brexit less than a year away and the effect it will have on travelling still awaiting clarification, it was to be expected that the level of confidence amongst consumers is low.”

It seems that the older travellers get, the less worried they are about the outcome, with 63 per cent of travellers aged 44 to 53 responding that they were concerned, while only 17 per cent of over-65s gave that response.

Older travellers have expressed some concern about the loss of access to the European Health Insurance Card (EHIC) scheme, with almost half worrying about the entitlement of the card. “At the moment, people do not

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Cruisers warned over cover caveats Compare Cover has warned holidaymakers who may be heading on cruise holidays this summer to check that they are suitably protected for their trips The insurance comparison site, recognising that many people may have taken advantage of various deals available in the run up to the summer season – 27.2 million passengers are expected to cruise this year, according

to the Cruise Lines International Association (CLIA) – has warned that those with travel insurance provided by packaged bank accounts may be unaware of coverage limits.

For example, many packaged bank accounts purport to offer worldwide travel cover, but some policies do not cover cruises at all (those that do will specifically state as such).

Some policies will also only cover a single trip for a finite length of time – between 22 and 45 days, for instance – which could

pose a problem for an extended sojourn on a cruise ship. Some policies, meanwhile, only cover certain hazardous activities such as shark diving, while some insurers will specify certain countries, entry into which will not be covered (as part of a stopover, for example).

Simon Williams, Compare Cover’s Head of Travel, also warned: “Whilst the demographics around cruise travel are changing, CLIA

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Editorial comment @ITIJeditor Sarah Watson - editor

Editor-in-Chief:

Ian Cameron ian@itij.com

sarah@itij.com

Editor: As artificial intelligence (AI) continues its inroads into the global insurance industry, we’re seeing greater proliferation of data-based algorithms being used to automate insurance processes and enable the industry to provide more tailored products. In this issue, we report on startup Aqeed’s launch into the UAE, where it plans to bring ‘the latest insurtech innovation’, including AI, to the local market (see p.20); we find out about AI-driven insurance firm Lemonade’s new open-source policy launch (p.21); and analytics firm SAS asks ‘How ready is your insurance firm for the advent of AI?’ (p.25). We also get some interesting insights from AIG Travel Guard and InsureMyTrip on how AI is being used in the cruise marketplace to provide more personalised cover in our recent video content, which can be found online at itij.com.

Elsewhere in this issue, we get to the heart of the conversation about ‘signposting’ in the UK and whether it’s working as planned. Despite a 2012 deal between the government and the insurance industry whereby brokers and insurers agreed to direct consumers to an alternative suitable insurance provider if they were themselves unable to provide cover for any specific

needs, concerns have been raised that more could be done to capture those feeling abandoned by the industry in their search for suitable insurance, especially older travellers and those with pre-existing medical conditions. See our News Analysis feature on p.14 to find out some of the solutions put forward by the industry to provide better signposting for a broader range of customers.

Our other features this month tell of the shift in focus regarding the value of travel risk management policies, whereby corporate travel managers are focusing more attention on cover rather than cost (p.42), and give an update on how the issue of Canadian bed shortages is being managed by the insurance and assistance industries (p.48). We also have a roundup of the International Travel & Health Insurance Conference (ITIC) that took place in Bristol, UK in May, including all the panel sessions and speaker presentations covering a range of pertinent topics (p.38).

Look out for a review of ITIC APAC in Sydney in our next issue, and if you’re reading this at the event, I hope you have an enjoyable and productive conference!

CONTENTS HIGHLIGHTS

Deputy Editor:

Stefan Mohamed stefan@itij.com

Features Editor:

Mandy Langfield mandy@itij.com

Writer & Copy-Editor: Copy Writer:

p10 Industry Voice

Analysing absenteeism

The real risk in travel risk management

Dr Mitesh Patel opines on the impact of sick days

p32

Advertising sales:

Marketing:

Mike Forster James Miller Becky Payne Kathryn Zerboni sales@itij.com Isabel Sturgess Kate Knowles Elspeth Reid Alex Rogers Kirstin Reid

Design team: Web team:

Tommy Baker William McClelland Steve Mundey

Fighting bogus sickness claims

Video production:

Peter Griffiths

Director of events:

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Health Matters

p21 Growing threat of vector-

When life gives you lemons, make borne diseases The US CDC warns of a major health risk an open-source policy Startup Lemonade brings the disruption

Insuring a brighter future

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Industry Voice

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CMY

Law firm lends weight to fraud battle

Company Brief

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CM

Tony Ridley troubleshoots

p12

Lauren Haigh

Christian Northwood

Finance:

Industry Voice News

Sarah Watson sarah@itij.com

p25

p35

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www.itij.com/subscribe Published on behalf of: Voyageur Publishing & Events Ltd. The information contained in this publication has been published in good faith and every effort has been made to ensure its accuracy. Neither the publisher nor Voyageur Publishing & Events Ltd can accept any responsibility for any error or misinterpretation. All liability for loss, disappointment, negligence or other damage caused by reliance on the information contained in this publication, or in the event of bankruptcy or liquidation or cessation of the trade of any company, individual or firm mentioned is hereby excluded. The views expressed do not necessarily reflect those of the publisher.

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Cruisers warned over cover caveats has stated that some 41 per cent of passengers globally are still aged 65 or older. Compare Cover found that some travel policies attached to packaged accounts can involve an additional premium for policyholders aged 70 or over.” He also pointed out that the likelihood of contracting a contagious infection such as norovirus is dramatically increased on board ships, so cruisers should take necessary precautions, both in terms of hygiene and in terms of ensuring their insurance cover is all present and correct.

CONTINUED FROM PAGE 1

Brexit worries still increasing need to be worried about the EHIC, the benefits of the card will still be accessible for the moment,” asserted Lloyd.

“We would like travellers to be aware, however, that it is limited in cover and not intended to be used as a replacement

the level of confidence amongst consumers is low for comprehensive travel insurance.”

When the UK does formally leave the EU, 32.6 per cent of respondents believe they will travel to Europe less because of the decision, with the increasing cost of travel (45.7 per cent) and poor exchange rates (39.3 per cent) being the strongest worries for travellers.

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Ebola strikes back the loss of life and suffering related to this new Ebola virus disease outbreak,” said Dr Peter Salama, WHO Deputy DirectorGeneral, Emergency Preparedness and Response, at the time of the outbreak.

The DRC will shortly begin an immunisation campaign to control the outbreak. An experimental vaccine that is not yet licensed but was found to be effective in trials during the outbreak in West Africa in 2014-16 will be used, and health workers will be among the first to be vaccinated. The first batch of over 4,000 doses has arrived in Mbandaka but needs to be stored at between -60 and -80°C, which could present a challenge as electricity supplies are unreliable in the area. WHO has identified around 500 people who may have come into contact with Ebola patients in the DRC who will be included in the immunisation campaign.

“This is an important step for a vaccine with huge potential. Clinical trials have shown that the Ebola vaccine is safe and highly effective,” said Dr Seth Berkley, CEO of Gavi, the Vaccine Alliance. “The DRC Government, alongside WHO, MSF and others, are working hard to slow the spread of Ebola. We now hope that deploying the vaccine will give a vital boost to these efforts, helping to defeat this outbreak.”

Experts are working to contain the virus but face a tough challenge. “We have urban Ebola, which is a very different animal from rural Ebola. The potential for an explosive increase in cases is now there,” said Salama.

Editorial Blog Ebola! Yes, it’s back (did it actually ever go away?) and now various countries are advising against travel to the DRC. In fairness, there were already travel advisories for parts of the DRC, and no offence intended, but I can hardly see a stampede of people claiming for cancellation.

On a more serious note, let’s hope that the lessons of the last outbreak in West Africa were learned and this outbreak is contained and eradicated.

And in more shocking news, Compare Cover have warned that some cruise passengers relying on insurance policies that come with packaged bank accounts might find themselves without the cover they think they have.

Well, that news will be about as shocking as gin going well with tonic, to those of us in the industry.

Sadly, it is a fact that for many people, the most detail they ever read on a policy is the header ‘Travel/Health Insurance’, and as far as they’re concerned they’re covered for everything from repatriation from the moon to an invitation to the next Royal wedding ...

Ian Cameron Editor-in-chief ian@itij.com

NEWS

ABTA reveals lack of travel cover Figures from the Association of British Travel Agents (ABTA) suggest that many British holidaymakers are either travelling with inadequate travel insurance, or worse, with no cover at all.

According to ABTA’s data, 38 per cent of Britons – equating to 9.9 million travellers – who headed overseas over the past year lacked sufficient coverage or opted not to buy insurance of any kind. Twenty-two per cent said they had been completely uninsured, while 27 per cent said that they had risked potentially invalidating the cover they did buy because they either didn’t declare their pre-existing medical conditions or took part in activities that they knew were not covered by their policies.

The most common reason given for travelling uninsured, according to ABTA, was holidaymakers thinking that their European Health Insurance Card would cover them for any medical eventuality, a stubborn misconception that

Butterflies and hurricanes Travel insurance provider InsureMyTrip in the US is expecting a leap in demand for travel insurance ahead of 2018’s hurricane season.

According to the company’s forecasts, it anticipates a 20-per-cent rise in call volume for travellers seeking insurance coverage to protect them from disruption and damage during hurricane season, which officially commences on 1 June and lasts until 30 November. InsureMyTrip also believes that 75 per cent of its customers will choose comprehensive policies for their summer trips.

The provider advises travellers who are concerned about the potential for hurricanes to cause havoc on their holidays to purchase travel insurance

early, as once a storm starts forming it is considered a ‘foreseeable event’, and thus any subsequently purchased insurance will not cover any losses related to it. There are

refuses to disappear. One-third, meanwhile, cited cost, while one in seven said that they believed their bank account offered adequate insurance.

“Every year, we see cases of people falling into difficulty due to travelling without sufficient travel insurance,” said Mark Tanzer, Chief Executive of ABTA. “While many people are still choosing not to take out travel insurance at all, others are travelling unaware their insurance policy is not protecting them as they expect. I would urge all holidaymakers to make sure they take out travel insurance and check that it covers their circumstances and holiday plans.”

In an effort to raise awareness of the importance of travel insurance, ABTA has put together a five-point travel insurance checklist and offers tips to consumers to help them pick the right policy.

Tourists kidnapped in DRC According to the UK Foreign Office, two British tourists were recently kidnapped in the Democratic Republic of Congo (DRC).

UK news sources reported that during a visit to the Virunga National Park, the tourists’ vehicle was ambushed by gunmen who killed a park ranger and seized the driver.

The Foreign Office said it is in close contact with the DRC authorities. It is advising against all but essential travel to Goma and has urged British travellers not to go beyond the city. It also said that tourists are vulnerable if travelling without escorted transport in the eastern part of the country, and the ‘risk of kidnap or injury as a result of armed or criminal activity remains high’.

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only a few plans that will cover a National Oceanic and Atmospheric Administrationissued hurricane warning, InsureMyTrip was keen to inform holidaymakers.

NEWS

Risky overseas assignments increasing According to a recent study, businesses are increasingly sending employees to ever riskier locations for their international assignments Collinson Group’s study, which took in responses from HR professionals in the UK, found that around one-quarter are increasing their staff numbers in emerging economies such as China and Russia, destinations that carry with them increased risks to security and health.

Eight per cent, meanwhile, are dispatching more employees to so-called ‘frontier territories’ such as Argentina and Nigeria.

What’s more, businesses are demanding that providers of IPMI products respond quickly to these changes in order that duty of care requirements can be met.

Fifty-six per cent of study respondents said that IPMI was the most vital product or service required by staff heading off on long-term international placements, and 79 per cent said that they considered it important for their IPMI partners to include security, repatriation, pre-travel preparation and cultural advice in their packages.

“Customers of IPMI providers recognise the strong growth prospects that emerging economies and frontier markets offer, with their abundance of natural resources and rapidly growing populations often fuelling major infrastructure investments,” said Lawrence Watts, Commercial Director at Collinson. “However, they also acknowledge that the heightened risk profile of many of these locations requires duty of care and IPMI policies that are fit

for purpose. Businesses have the option of using our security and risk alerts as part of their offering, for instance.”

Collinson’s Head of Business Development, Accident and Health, Michelle Elmore, pointed out that in Nigeria, for example, Collinson is seeing increased levels of local healthcare provision. “However,”

she said, “a lack of reliability of medical supplies, combined with the challenge of securing and retaining the appropriate clinical staff, may mean that treatment out of the country is still required.”

Despite these challenges, 46 per cent of study respondents said that they believe these risky assignments will only increase.

EIG to acquire Ergo travel insurance business Bulgaria-based Euroins Insurance Group (EIG) has announced that it is to acquire ERV Ukraine, the Ukrainian travel insurance business of Ergo, Munich Re’s primary insurance subsidiary. The acquisition is part of EIG’s strategic European expansion plans.

ERV Ukraine is the second-largest provider of travel insurance operating in the Ukraine, representing a 10.7-per-cent market share. It is the latest in a pattern of acquisitions from EIG, which has also recently purchased German company Talanx Group’s Ukraine and Bulgaria-based subsidiaries, and the regional businesses of Dutch Achmea and Australian QBE in Bulgaria and Romania respectively.

The sale, the value of which has not been disclosed for public consumption, remains subject to regulatory approval.

Peak time problems Specialist industries software developer Aquarium Software has asserted that tourists need to use technology more during winter peak times to help make travel insurance policies cheaper.

With one claim per 67 holidays during peak winter times, Aquarium pointed out the need for all traveller policy information to be easily assessable in case of a claim – especially as most travellers admit to not reading their policy small print. It also warns travellers that although new technologies can help to speed up the claims process, having the basics – an EHIC and an insurer’s 24-hour support

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number – can be just as important.

“We all have a part to play in keeping travel claims down and contacting your insurer as soon as a problem arises is a big part of that,” said Aquarium Software Director Mark Colonnese. “Given the huge costs associated with medical care and repatriation, technology is already being used to identify medical conditions before people travel, but the last thing anyone needs is to realise they are not covered while overseas. Being ill away from home is always stressful, but contacting your insurer immediately can often cut costs and improve treatment times significantly.”

NEWS

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INDUSTRY VOICE

Analysing absenteeism Illness can strike at any time, and it’s inevitable that employees will sometimes need time off to recover.

From a global perspective, the propensity to take sick days differs from country to country for a variety of reasons, creating challenges for global employers looking for a ‘one-size-fits-all’ solution, says Dr Mitesh Patel, Medical Director at Aetna International A study by the International Journal of Cross Cultural Management (IJCCM) threw up some interesting observations.

The research, initially carried out in 2013 and updated in 2017, claimed a close link between culture and absenteeism.

In fact, this was a more important factor than the attitudes of individual employees when it came to taking time off work.

When respondents in nine countries were asked how many days in the past six months they had been absent from work due to illness or forpersonal reasons, Japan topped the table for the fewest number of days off, while India was firmly rooted to the bottom: Japan – 1.49 days.

US – 1.67 days.

Mexico – 1.87 days.

Nigeria – 2.87 days.

Trinidad – 3.05 days.

Ghana – 3.72 days.

Canada – 4.76 days.

Pakistan – 4.99 days.

India – 8.20 days.

days taken by country are difficult to come by, but we can compare the IJCCM’s results to data from the UK’s Office for National Statistics (ONS). The ONS reported that, in 2016, about 137 million working days were lost due to illness and injury, roughly 4.3 days per worker – and the lowest rate in

Whatever the reasons … we do know that absenteeism has a significant economic impact the UK since 1993, when it was 7.2 days.

Official statistics showing the number of sick

A global problem Of course, there are any number of

reasons for the levels of absenteeism linked to different countries. However, the IJCCM survey did point to a difference in days taken between developing and developed countries, citing factors such as variations in healthcare infrastructures.

The availability of social support structures to look after unwell family or friends while someone worked was also a contributor.

Whatever the reasons, however, we do know that absenteeism has a significant economic impact. Mercer, for example, has estimated that with two in five of Singapore’s workforce predicted to be older than 50 by 2030, absenteeism from work is expected to worsen and lead to productivity loss that might cost the country S$3.3 billion a year.

So how does information like this help the global employer looking to reduce absenteeism and increase productivity?

The answer, in truth, is that these surveys highlight what a complicated area this is.

Tackling the issue Reducing absenteeism is a long-term process that needs the underlying causes to be fully understood and effective strategies developed to deal with them.

Factors like changing the culture of an organisation can be particularly

challenging, but established tools already exist for many when it comes to another important influencer: employee health.

Many global employers will already have access to tools that can help them improve the absenteeism experience amongst overseas staff members through their international health insurance programmes. This type of cover efficiently supports staff members who become unwell and need quick and easy access to first-class healthcare treatment. But international health insurance often comes with a range of benefits that proactively support overall employee wellness: • Employee assistance programmes offer a confidential helpline that can advise on a range of issues and, importantly, support staff struggling to deal with life away from home or the stresses of a new working environment.

• Health risk assessments allow health conditions to be identified before they become problematic and difficult to treat.

• Travel risk information and services can physically extract an employee from dangerous situations.

• Virtual health facilities allow employees to quickly and easily talk to a doctor through a PC or mobile device.

• Experienced teams from the health insurer can help staff to plan their healthcare needs before they leave for their new destination. Support includes drug translations, advising where to buy drugs safely and discussing how the local prescription healthcare environment works, minimising surprises for newly arrived expatriates.

Absenteeism can be affected by any number of factors, including occasional high-profile events like the football World Cup and characteristics specific to individual countries. Health will always be one of the main reasons for taking days off, however, and employers with overseas staff members have a range of tools available that allow employees to manage their own health. The key for corporates is to raise awareness of the tools on offer, as increased usage could help to reduce time off work and increase overall productivity.

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Tech to revolutionise IPMI

Multiple bus crashes kill tourists Four UK travellers were killed, and a further 12 injured, in a coach crash in Saudi Arabia, according to travel company Hashim Travel.

The coach, which contained 18 passengers, was carrying the tourists on the Umrah pilgrimage from Mecca to Medina on 21 April when it was hit by a fuel tanker near the town of Al Khalas. The truck then caught fire, setting the bus alight. The truck driver also died in the crash, and most of those injured are being treated for fractures.

The travel firm’s Director Gulfaraz Zaman said: “The coach driver said they were travelling in the opposite direction to the petrol tanker when a car overtook the tanker and he had to

move in to the side of the road a little to let it through but then the petrol tanker hit the coach which caught fire.”

Two days later, a tour bus crash in North Korea killed 36 people, including 32 Chinese tourists, Chinese officials stated.

The Chinese state broadcaster reported that the bus plunged off a bridge in the North Hwanghae province, killing those inside. There was also footage released of a tour bus flipped over.

Due to both countries’ incredibly secretive officials, there is no official number for how many Chinese tourists cross the boarder into North Korea every year, but due to China being the country’s main

trading partner and ally, experts estimate that it is around 80,000 a year – around 80 per cent of the total number.

North Korean leader Kim Jong-un commented on the crash, with the official North Korean news agency KCNA reporting that he said that ‘the unexpected accident brought bitter sorrow to his heart’. He was also pictured in a hospital with injured survivors and with Chinese ambassador Li Jinjun after the event.

The following month, on 16 May, a number of British tourists were injured in Portugal, after their tour bus crashed on a motorway in the Algarve. Fifteen tourists were injured in the crash, four of them seriously.

IT HAPPENED. Digital health solutions are set to have a revolutionary effect on the provision of international private medical insurance (IPMI), according to a recent survey

Let’s make things better.

Collinson Group in the UK surveyed a number of HR professionals, two-thirds of which stated that they already saw technological services as a ‘significant’ aspect of their duty of care when sending employees abroad. Thirty-eight per cent specifically referred to wellness and medical information support, 15 per cent to medical provider information and seven per cent to telemedicine as services that can be delivered to staff members remotely using digital technology; online

Companies are demanding telemedicine solutions from IPMI providers because they make it possible to communicate with and monitor staff remotely claims, access to policy information, the ability to buy online and rewards linked to trackable devices and lifestyle choices were also cited as important advances.

Telemedicine is an especially notable inclusion, as both the technology behind it and the market for such provision are relatively new – additionally, the number of HR professionals referring to it as significant rose to one in 10 for companies employing more than 500 staff.

“Companies are demanding telemedicine solutions from IPMI providers because they make it possible to communicate with and monitor staff remotely,” commented Collinson’s Commercial Director, Lawrence Watts. “This will allow them to respond quicker in a crisis and provide a higher quality of care. In the future, insurers will be able to monitor employees’ vital signs in real time and intervene, or alert clients so they can intervene, before or as something happens.”

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NEWS

More policies sold for Mexican trips According to US-based travel insurance comparison site Squaremouth, the number of travellers buying insurance for travel to Mexico has risen by 51 per cent in 2018. Squaremouth says that the increased violence in the country – which has reported nearly 7,700 murders in the first three months of 2018 alone – has led to the US Government issuing travel warnings for popular tourist areas such as Cancun and Los Cabos.

Though the warnings have meant that many more customers have purchased insurance, Squaremouth has warned travellers that their coverage may not reimburse them if they fall victim to the spiking crime rates.

Which? advises UK staycationers

Whilst most standard and cancel for any reason policies may cover a traveller if they have been involved in a violent crime, most standard policies will not pay out if a person wishes to cancel their holiday because of a newly issued travel warning.

Squaremouth has also found, however, that 42 per cent more travellers are purchasing travel insurance with emergency medical coverage, and 44 per cent more travellers are purchasing travel insurance with medical evacuation coverage this year, showing the growing safety concerns of travellers. There has also been an increase of 95 per cent in purchases of non-medical evacuation coverage.

UK-based consumer advocacy watchdog Which? has published some advice for British holidaymakers planning to take a ‘staycation’ in the UK this year. Research

by Barclays bank has suggested that 75 per cent of UK adults either went on or planned a holiday within the UK last year, up from 70 per cent the year before; extrapolating from this, Which? expects the number to increase again this year, and hopes to educate these travellers about the need for insurance coverage.

Travellers may assume that because they are not leaving the country for their trip, they do not need to take out insurance; a pernicious misconception that can lead to holidaymakers getting into difficulty.

After all, just because a staycationer isn’t leaving their home country, that doesn’t mean they are immune from potentially costly difficulties. Brits are lucky in that the National Health Service will treat them for any illness or injury they sustain – although they will be taken to their nearest hospital rather than to one near where they live, so travel cover could help with travel costs when they eventually return home – but they could still require coverage for lost luggage, or delayed or cancelled travel.

“It’s worth thinking about how much money you’re likely to lose if the trip – or any portion of it – is cancelled, what valuables you’ll have with you, and the likelihood of issues arising,” said Which?. “Not all trips will need cover – a weekend away at the seaside may not require insurance cover, while a weeklong bicycle adventure in the remote countryside may make it worthwhile.”

Which? advises travellers to – stop us if you’ve heard this one before – ensure that the coverage they purchase is appropriate for their trip, and to check the policy wording for any exclusions.

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Over the past 10 months, specialist insurance industry law firm Horwich Farrelly has worked with the travel industry to throw out more than 2,000 bogus claims for holiday illness These fake claims, which are on the increase, are estimated to cost the travel sector as much as £50 million annually, so Horwich Farrelly – known for its ‘zero tolerance’ approach to fraud – was chosen to help deal with the influx, investigating potentially fraudulent claims and defending any cases that are taken to court.

According to the Association of British Travel Agents (ABTA), the number of claims for holiday sickness has increased by a factor of 500 per cent since 2013; ABTA has also reported that one in five British adults has been approached while holidaying by someone suggesting they make a fraudulent compensation claim for sickness.

“Unscrupulous claims companies are fooling travellers into thinking they can win back the cost of their holiday, and often more than that, by making bogus claims for holiday sickness,” said Mark Hudson, Head of Counter Fraud at the law firm. “However, make no mistake; these companies are in fact helping British tourists commit fraud. These types of claims, if successful, are typically worth several thousands of pounds so the savings to

the travel industry are substantial. We are delighted with the results we have achieved working alongside the travel industry to ensure that any holidaymaker or professional enabler making a dishonest claim will pay the price.”

The UK Ministry of Justice (MoJ) recently confirmed that fixed recoverable costs would be extended to package holiday sickness claims, which, said Hudson, will play an important role when fighting fraud in this area. “We are very pleased that the MoJ has adopted this proposal,” he added, “which will introduce some key changes, and we will continue to work with the travel industry to convey a clear and simple message: fraud will not be tolerated regardless of the value of the claim.”

NEWS

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LOOKING FOR A SIGN The UK insurance market has attempted to lead the way in terms of assisting customers in finding suitable policies to meet their needs around pre-existing medical conditions and upper age limits. Amid doubts from some corners, Mandy Langfield asks if ‘signposting’ is working ITIJ 207 (April 2018) reported on a study by the Co-Op in the UK, which found that one-third of British travellers report struggling to obtain travel insurance coverage. The study, which took in results from 2,000 UK holidaymakers, found that of those who say they find it difficult to get coverage, 60 per cent cite pre-existing medical conditions as the primary reason. Cancer (21 per cent), diabetes (18 per cent) and low blood pressure (18 per cent) were the most common health issues creating hurdles for UK travellers looking for coverage for the trips, according to respondents.

Age UK is a nationwide charity organisation that offers information and advice to older people regarding their health and wellbeing, as well as campaigning for their rights and providing support in the community. It has in the past been vocal about the need for the insurance industry to do more to provide easily accessible insurance policies to the older community, a significant proportion of whom have pre-existing medical conditions.

Caroline Abrahams, Charity Director at Age UK, pointed out: “With many more older people continuing to drive and travel into later life, access to insurance is an essential service. The Equality Act contains an exemption for risk-based products, but this comes with conditions that the industry must meet and expectations that

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insurers should act to ensure that people are able to get the cover they need.”

Graeme Trudgill, British Insurance Brokers’ Association (BIBA) Executive Director, told ITIJ that recent moves by the financial regulator in the UK to look more deeply into the issues customers have accessing the right insurance was a good move: “The Financial Conduct Authority (FCA) was right to launch its ‘call for input’ on ‘access to insurance’, highlighting the challenge that three million people feel they have been turned down or charged extra for insurance because of their impairment or condition.

Recent research showing that of those that find it difficult to get travel insurance cover, 32 per cent of people simply go without travel insurance and 19 per cent do not declare their condition is extremely worrying.”

BIBA has been consulting with the FCA and charities such as national disability charity Scope, to look at constructive ways forward that will make accessing insurance easier for those currently having difficulty.

Charlie Campbell, Senior Policy Adviser for Protection, Health and Travel at the Association of British Insurers (ABI), said: “Insurers want everyone to be able to find the right cover for their needs, at a competitive price, as easily as possible.

However, we recognise there can be challenges encountered by consumers.”

Industry progress ‘Signposting’, as it is known in the UK market, came into effect on 6 April 2012 when the UK Government and the country’s insurance industry struck a deal that requires insurance sellers to automatically refer the customer to an alternative provider who can meet their needs, or to a dedicated signposting service such as that provided

NEWS ANALYSIS

by BIBA, if they are unable to offer cover to an older traveller, or one that is suffering from a pre-existing medical condition.

BIBA’s Find a Broker service has helped over 401,000 customers seeking motor and travel insurance since its introduction.

Trudgill commented: “BIBA receives over half a million enquiries every year from customers seeking insurance. However, it seems clear to us that a lot more could be done to help people with medical conditions who are struggling to access insurance and are unaware of specialist brokers and are subsequently travelling uninsured.”

Mike Preston, Business Development Director at insurance comparison site The Idol, believes that despite the figures above, many in the industry are doing their best to help people with pre-existing medical conditions find appropriate cover: “We have worked hard with our panel of travel insurers over the past five years to ensure that we provide products for as much of the population of the UK as is possible,” he told ITIJ, “including people travelling with pre-existing medical conditions.

Through our panel, approximately one-third of customers declare pre-existing conditions and of those who do so, over 95 per cent receive quotations online. For those with more complex medical conditions for whom we are unable to provide online quotations, we signpost them to a telephone service with specialist providers who can be contacted directly by customers. The vast majority of those who use this service will receive quotations. We do therefore believe that our aggregator partners provide a comprehensive proposition that enables the vast majority of their customers with declared pre-existing conditions to receive a selection of quotations and so purchase a travel insurance product appropriate for their needs.”

Kate Huet, Managing Director of International Travel and Healthcare Limited, a specialist broker, believes that part of the problem in terms of people finding it difficult to find insurance when their circumstances change – either reaching an age limit of a policy, or developing a condition that is not covered by their previous policies – is that the majority of people are covered by mass-market policies that will limit coverage when it comes to age and medical conditions, and have a price point that reflects this. Often, when a customer’s circumstances have altered,

and they return to a previous high-street company with whom they have been insured, they find out that they are no longer covered, she said, and then aren’t given the right advice or options for researching policies that do suit their needs. “So, when a consumer is reaching the upper end of this mass market’s, relatively unimpaired risk parameters, for any number of a wide variety of reasons, then they start to enter a new market for the first time – a specialist market. One that is less well served by the likes of the price comparison websites and high street banks. These consumers find they are poorly served in this transitionary phase, by their first (and probably only to date) habitual port of call,” said Huet. “It is these environments, that failure to signpost well, simply because there is no decision making after a decline decision is an outcome, there is no facility to ask questions during the application process and, worryingly, no one to guide or advise on the consumer’s specific set of circumstances.

Neither are these environments designed for accurate signposting to an alternative provider, to one who can serve the

OF THOSE WHO SAY THEY FIND IT DIFFICULT TO GET COVERAGE, 60 PER CENT CITE PREEXISTING MEDICAL CONDITIONS AS THE PRIMARY REASON client’s specific needs. Yes, there is some signposting, but it’s not a qualified process – because of lack of financial reward; so [it] often leads consumers to what feels like a hunt for hens’ teeth.”

In the more specialist broker market, however, the understanding and knowledge of the market exceeds any one broker’s own set of underwriting parameters. A specialist broker will recognise if what they are presented with is a risk they can’t underwrite very quickly, so can, and do, make suggestions as to whom the risk may be better directed. “The more wily will have TOBAs in place with a number of their competitors for this very reason,” added Huet. “These businesses are fundamentally based on

recommendation and referral. They can’t afford to compete on keywords and SEO. Yes, their products are more expensive because their underwriting risks are far greater, but their volumes are significantly lower.” Huet believes that there is ‘excellent signposting’ among the specialist providers, and once customers are aware of these providers, they become very loyal to them.

More to be done It’s encouraging that specialists are able to work in such a manner, but the challenge remains for the consumers to find these specialists in the first place.

Are people simply not searching for the right keywords, so not getting the right results from their search engine?

A LOT MORE COULD BE DONE TO HELP PEOPLE WITH MEDICAL CONDITIONS WHO ARE STRUGGLING TO ACCESS INSURANCE Making it easier for this group of travellers to find the right insurance is key, and calls have been made in some areas for mainstream providers to step up to the

challenge of providing insurance policies for older travellers, and those with preexisting conditions. Caroline Abrahams of Age UK said: “Age UK would like to see a review of how the signposting service is working for older consumers – not just in terms of the numbers of referrals, but whether people are able to get the cover they need, at a reasonable price.

However, the wider question is whether the market as a whole is working for older people. Age UK’s strong preference is for a mainstream market that keeps up with the needs of our ageing population.”

Charlie Campbell of the ABI said that working together more is the answer: “One approach to address these [challenges] is to build on work between insurers and charities, who consumers trust and look to for advice, to jointly develop further effective messaging and guidance. The industry is constantly looking for new ways to develop consumer understanding and improve products.”

Trudgill is in agreement that a cohesive approach is the answer, and that in working with regulators, the Money Advice Service, charities and the media, insurers could create a solution that works effectively: “[We could] create what we call ‘universal signposting’. That way, if a client seeking insurance approaches one of these organisations, the organisation (if unable to assist directly themselves) actively signposts the customer to someone who they know can help.” He added that the signposting agreement set up by the insurance industry and government in 2012 is ‘a successful precedent’ with over 460,000 enquiries from older people seeking motor and travel insurance being signposted to BIBA’s Find-A-Broker service. “With this working so well, we think there is every reason to widen the support out at least to people with cancer, disabilities and other medical conditions,” said Trudgill, giving the example of Scope, which has said that ‘insurers should proactively support all customers to whom they are unable to provide affordable insurance cover, in ways such as better use of signposting to insurance brokers or a specialist provider’.

This is certainly something the industry might be onboard with. As insurer Avanti wrote in ITIJ 205 (February 2018): “Signposting should be an integral part of customer service best practice, not just based on age, but to ensure every person gets appropriate cover for the type of trip they go on.” ■

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ER24 GLOBAL ASSIST NEWS ANALYSIS

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Over the past years a number of professional South Africans, afraid of the uncertainty in Africa, took to move their families to the Asiapacific region. Several of their ageing parents chose to stay in our beautiful country, and visit their families across the oceans on occasion.

As can be expected during our golden years, our aged population may fall and injure themselves, or experience serious medical conditions such as stroke or myocardial infarctions, and we regularly manage 3 – 5 patients a month who require treatment and repatriation from the Asia-pacific region back to South Africa. This has created some unique challenges for our team, for example the cost of health care in Australasia being more expensive than healthcare in South Africa, the cost of air ambulance repatriations to South Africa, and the emotional tragedy of moving an ailing relative back to South Africa from their supportive families overseas. The cost of healthcare in the region could be equated to that of the USA, and a catastrophic health event could leave most South Africans out of pocket, hence the need to repatriate our patients as soon as safe to do so.

How do we manage health care spend in the region, and repatriate patients to South Africa?

We’re very fortunate to have well documented case management guidelines for most clinical conditions in South Africa, it’s having those tough discussions with international hospital groups that may not be aware of those tightly controlled benefits. We’ve always found most health care teams in the region willing to assist and facilitate our requests to ensure the best outcome for the patient. Our clinical case management team endeavor to ensure the patient’s care is equivocal to that they would expect to receive locally. Specific examples during the past months have been moving a stroke patient to rehabilitation rather than an acute care hospital after 2 weeks of inpatient care and fragile patients needs rehabilitation post falls. Cost containment is a reality, and we have partnered with EuroCentre to provide this containment on our behalf. A win-win situation for our clients, as our patients not only have the benefit of professional health care in accredited facilities, but we can place a guarantee of payment in most countries world wide via their accredited network of providers immediately.

It’s the commercial side of repatriation where our professional flight team of prehospital specialists make a big difference in clinical, financial and emotional care.

We prefer commercial transfers ahead of air-ambulance transfers, as the cost of an AA over such a long distance is financially crippling for most families and funders.

What a privilege to share 2 cases with you.

An elderly gentleman presented to hospital in Western Australia with an ulcer on his lower leg that was not healing. He was extremely pale when he presented to the out patient team, and a clinical workup suggested he may have a cancer. He was given blood transfusions and cared for until he was well enough to fly back home on a commercial aircraft. Our dedicated flight paramedic accompanied him from home in Australia to home in South Africa, and cared for him in flight. ER24 scheduled his visit to an oncologist near to his home, and ensured he commenced treatment without delay. Additional oxygen, a monitor defibrillator and other life saving drugs/ equipment were pre cleared by the airline for use if needed.

An elderly lady on holiday in New Zealand suddenly had 2 seizures and was admitted to hospital for pneumonia. Again, the cause

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COMPANY BRIEF

Allianz to provide river cruise cover

Specialty insurance provider Allianz Global Assistance has announced a new multiyear partnership agreement with American Queen Steamboat Company (AQSC), under which customers booking river cruises with AQSC will be provided with travel protection and assistance.

AQSC provides American river cruises that ‘recreate a nostalgic sense of wonder, excitement and discovery’, inspired by classics of US literature such as Huckleberry Finn. Under the new agreement, passengers will be offered a suite of products covering various eventualities, including trip cancellation

New marketing strategy for WWIIS Gibraltar-based financial services organisation World Wide Internet Insurance Services (WWIIS) recently entered into a partnership with Leeds, UK-based Force24 to implement a new multi-channel marketing strategy.

WWIIS, which has covered over four million travellers through its CoverForYou, Cedar Tree and Outbacker travel insurance brands, has decided that due to the competitive nature of the marketplace, boosting and retaining customer loyalty should be the key pillar of a marketing strategy. As a result, it has opted to invest in automation technology that will enable it to converse with customers in a personalised, individual manner via SMS and email. It will also be introducing a points-based system (based on policy purchases, among other things) that can be swapped for discounts in the future.

“This degree of multichannel integration was not previously possible with our old automation system,” said Tom Dean, Head of Marketing at WWIS. “But Force24 will enable us to take normal lifecycle campaigns to the next level, by delivering the right upsell to the right people at the right time.

From multi-trip policies to gadget cover and anniversary purchases, everything will be far more targeted and streamlined.”

A key aim, Dean said, is to boost customer satisfaction at the same time, positively impacting consumer loyalty: “Simple ‘welcome home’ messages will now be enhanced to explain what to do if the customer needs to make a claim for instance – we’re making everything incredibly straightforward and hopefully shining a better light on the insurance industry too.”

and interruption, travel delay, missed connection, baggage protection, 24/7 assistance and emergency medical and transportation for any covered reasons such as an illness or injury.

“Early explorers of America’s great rivers weren’t lucky enough to have travel protection or the modern comforts and luxuries aboard American Queen Steamboat’s fleet,” commented Mike Nelson, CEO of Allianz Global Assistance.

“Today, we’re pleased to partner with a premier riverboat operator and protect the unforgettable, novel journeys that AQSC offers to its sophisticated travellers.”

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Osprey signs Virgin in risk software deal

New travel money card from SWAPX

Osprey Flight Solutions, a recently launched provider of aviation security solutions based in the UK, has announced a deal to provide airline Virgin Atlantic with risk assessment software.

Virgin will now have access to Osprey’s Flight Risk Assessment System, which will enable the airline to instantaneously perform risk assessments on each of its flights using advanced data gathering, machine learning and analytics. Integrating the software into Virgin’s flight planning system will, according to Osprey, streamline a very complicated process; Osprey makes use of over 200,000 data sources in 60 languages, and once corroborated, categorised and geo-located, individual items of data are then submitted to a database containing more than 380,000 aviation security and safety incidents, so that patterns can be detected.

The machine learning element means that the system is constantly improving itself, providing a consistently up-to-date picture of the security situation in the air.

“Data-led analysis is the future of risk management for the aviation industry,” said Nigel Williams, Head of Security at Virgin Atlantic, “and is now a key element of our security and risk decision making.”

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Travel money service SWAPX, collaborating with payment issuer processor Global Processing Services (GPS), has announced the introduction of a new travel money card for holidaying consumers. The card allows travellers to ‘swap and spend’ in foreign currencies while abroad.

Consumers load their card with funds in either euros or British pounds, which can then be swapped into the local currency either at an ATM or when they are spending in a shop. SWAPX claims that its exchange rates improve upon those offered by high street retailers by approximately four per

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Now Health launches 24/7 support hub

cent, and those of airport kiosks by as much as eight per cent. It can be used anywhere that accepts Mastercard.

Additionally, consumers can send money to other cardholders via the SWAPX app, track their own spending in real time and set balance alerts. The card can be controlled by the consumer via the app, and immediately blocked in the event that it is lost or stolen.

“We felt that if you could facilitate putting [you] in contact with someone who had the currency you needed, then the ability to swap it at the true rate of exchange would be very appealing for consumers,” commented Simon Miles, CEO at SWAPX.

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IPMI provider Now Health International K Group has launched a new 24/7 flexible service hub, which it says will enhance its operational structure.

The new in-house team of expert service professionals, named ‘FlexNow’, will deliver support to Now Health’s global clients, working in a rotating shift pattern in order to provide customer service, clinical support and claims processing at all times.

Now Health says that the new initiative forms part of the company’s commitment to offer a global service to its customers.

Support will be available in multiple languages across multiple time zones.

FlexNow will be based in Dubai, and has initially been launched with nine members of staff, though Now Health says that the team will continue to grow in the coming months.

“The launch of the FlexNow team is only the first phase in an ongoing journey as we continue to ensure our operations provide the flexibility and efficiency of an innovative global business,” said Sarah Clarke, Director of Operations. “We are planning further enhancements to our operational structure in the coming months to ensure we can better meet the needs of our growing customer base of global businesses and expatriates.”

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COMPANY BRIEF

Online travel map from Sygic

Slovak technology company Sygic has launched a new online travel map, designed with the intent of making it easier to plan trips and to navigate around unfamiliar destinations.

Based on Sygic’s original web planner, Sygic Travel, the new online map features an integrated itinerary design function, a travel guide including information on over 10,000 destinations, photo galleries, videos, a hotel search tool and recommendations for tours.

“So far, we’ve been focused on detailed itinerary planning,” commented Lukáš Nevosád, Vice-President of Travel at Sygic.

“Our users could plan their trips, choose sights to visit and book a hotel. In addition to that, we now want to accommodate travellers who want to browse the map and discover interesting places. Because unlike other online maps, we show these places directly on the map.”

The map has also been made the focal point of Sygic’s newly redesigned app, which is available for iOS, with Android functionality forthcoming.

“With our offline map packages, the map is ready to use both online and offline,” added Nevosád. “It no longer offers solely detailed trip planning, but also exploring.”

Amadeus and House of Travel renew partnership

Amadeus, a global provider of technology for the travel industry, has renewed its partnership with Oman-based travel agency Khimji’s House of Travel.

The travel agency will leverage Amadeus’ products in order to improve its service provision to its customers, aiming to deliver a ‘seamless’ trip purchasing process.

Among the services that Amadeus will provide are its Fare Optimiser, which helps travel agents find the most competitive air fares; its Online Corporate Traveller, which will help business travellers to reduce travel costs, improve policy compliance and generally streamline all

Aqeed begins operations in UAE Insurance tech platform Aqeed is set to officially launch in the United Arab Emirates (UAE), having secured $18 million in Series A funding. The firm will be putting the money towards penetrating the insurance markets in the UAE and Saudi Arabia, hiring staff and investing in technology.

The startup’s platform is intended to enable users ‘to understand, manage and buy insurance in an easy and transparent manner’. It currently only offers motor insurance, but does have plans to expand into the travel insurance segment; additionally, it has further expansion plans for the Middle East.

“Our aim is to go beyond the traditional and online distribution model and invest heavily in bringing the latest insurtech innovation, [including] artificial intelligence, machine learning, internet of things, telematics, as well as business process enhancement and automation,” commented CEO Rachid Abi Nader. “As an insurtech veteran myself, [our firm] not only directly addresses problems common to the insurance market, but the concept goes over and beyond

insurance aggregators currently in place.”

Philip Bahoshy, Chief Executive of online startup community platform Magnitt, said that Aqeed’s launch represented ‘the emergence of a player specialising in insurance provision as opposed to financial product comparison’, making it a significant event.

“It’s another sign of the growing interest in the fintech space by entrepreneurs and investors alike,” he added.

Generali launches portal for JustFly The travel insurance division of Generali Global Assistance (Generali) has launched a new eClaims Portal for its partner, airline ticket aggregator website JustFly. The portal provides customers of JustFly with a more efficient route through which to make claims.

Customers can download their description of coverage document or policy via the portal, make claims, add new information to an existing claim and track the status of a currently processing claim. A section for frequently asked questions is also included, as well as step-by-step instructions on how to submit a claim.

“We started allowing JustFly customers to utilise our eClaims Portal in March of this year as part of a soft launch, and so far,

the feedback has been overwhelmingly positive in terms of ease and efficiency,” said Chris Carnicelli, CEO of Generali.

“So much so that another JustFly brand – FlightHub – has already adopted Generali’s eClaims portal for its customers. We … anticipate making this website available for all of our partners and customers, across all policies. JustFly is a valued partner who does a tremendous volume, and JustFly customers are savvy online users; therefore it was strategically viable to roll out this portal to their customer base first.”

In the first few weeks that JustFly users were accessing the portal, 33 per cent of all claims received made use of it. Generali believes that, based on this, the majority of claims will soon be submitted electronically.

relevant processes; and its Travel Alerts Notifier, which will keep travellers abreast of anything they need to know regarding their trip before and during their travels.

“We continuously seek ways in which to enhance our customer offering,” said Cashio Vettom, the travel agency’s General Manager. “By partnering with Amadeus, we are expanding our core capabilities to provide the best experience to our customers, by using automated systems and programmes that increase our own efficiencies. We’re looking forward to sharing the benefits of this partnership with consumers across the Sultanate.”

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Cover-More announces deal with Commonwealth Bank Australian travel insurance and medical assistance provider Cover-More has announced a new travel insurance partnership with Commonwealth Bank.

Through the deal, Cover-More will exclusively provide travel insurance products and services for Commonwealth customers who have eligible credit and debit cards.

Additionally, Cover-More will provide travel insurance services via the bank’s websites and banking portals, including NetBank and CommBank, and the CommBank app.

“Australians are among the most avid travellers in the world with more than nine million of us heading overseas each year,” said Mike Emmett, CEO of Cover-More

Group. “Cover-More has been looking after Australians’ travel dreams for more than 30 years and we’ve built our business success on strong partnerships and a strong commitment to doing the right thing when travellers need help. Today, people access travel insurance in all sorts of ways – online, in-store, with their credit cards – and Cover-More aims to be present in all those disparate channels so we can continue to protect as many Australian travellers as possible. Our value proposition is built on the relatively simple ethos that we care and we keep our promises.

We’re delighted to bring that to this new partnership with Commonwealth Bank.”

When life gives you lemons, make an opensource policy

Insurtech firm Lemonade has announced the launch of Policy 2.0, which the AIdriven insurance company is calling the first ‘open-source’ insurance policy.

The company, which has made no secret of its wish to fundamentally disrupt the traditional insurance industry, has not copyrighted its new policy; being opensource, not only can it be edited online, but the company’s competitors also have access to it. The stated goal, according to co-founder Shai Wininger, is to make insurance ‘simple, fair and approachable to everyone’: “We believe that bringing consumers and professionals together in an effort to co-create an insurance policy will result in a better and fairer insurance product for the 21st Century.”

“There are good reasons why policies use lingo that requires a law degree and a broker’s license to understand,” said Lemonade in a news release, “but Policy 2.0 is about using contemporary English that everyone understands.

And the policy has to be way shorter.

No document is ‘readable’ if it’s so long that no-one actually reads it.”

Each version of Policy 2.0 will be unique, tailored to user choices; before it is brought to market, Lemonade is eager for contributions from ‘consumers, advocacy groups, regulators, insurance enthusiasts, data scientists, designers, competitors and techies’.

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INSURANCE MATTERS

Invasion of the tech giants New research has found that more than 30 per cent of consumers in the UK would happily purchase insurance from tech giants such as Google, Amazon and Facebook, abandoning traditional insurers.

The report, from GlobalData – which has previously advised that insurers view the entrance of tech giants as an opportunity rather than a threat – suggests that there are billions in gross written premiums waiting to be snapped up by these ‘alternative providers’, potentially heralding a major disruption for the industry as we know it.

Amazon has already started quietly recruiting London-based insurance professionals, and it

Insurers on the storm

is thought that such companies’ reservoirs of capital and mountains of consumer data – as well as their reputation for generally efficient customer service – could stand them in good stead when breaking into this space.

Daniel Pearce, Financial Analyst at Global Data, said that disruption would be ‘widespread’ should the likes of Google and Facebook enter the insurance market, particularly in the travel, home and motor segments: “The technological capabilities of these alternative providers far exceed those of current market incumbents, and with consumers open to purchasing an insurance product from them, the demand is also there.”

The storm that hit New Zealand in early January this year cost private insurers nearly NZ$34.2 million, according to figures from the country’s Insurance Council.

More than 4,200 claims were made following the weather event, with 3,086 of these being domestic claims, valuing $19.1 million.

The Insurance Council of New Zealand’s Chief Executive, Tim Grafton, said that the Coromandel and Bay of Plenty regions were particularly badly hit, with the towns of Kaiāua and Thames suffering ‘extensively’. “We went into these towns shortly after the storm passed, along with private insurers, to talk to residents about

A legal liability

the help they needed and to listen to their experiences,” he said. “It’s important to us as a sector to get claims resolved quickly so people can get back on their feet and talking to those affected is the first step.”

The financial burden of the storm, he went on to say, shows how important it is to adapt to the pressures of climate change, improving processes and infrastructure so that costs can be minimised: “As time goes on, we expect these sorts of events to become both more frequent and more severe. Every dollar spent on adaptation now will be more than repaid in future savings.”

Whatever the weather

According to global law firm Clyde & Co, a poorly designed underwriting platform has the potential to lose an insurer a court case Clyde & Co – which has been involved in a long-running legal case in which an insurer’s underwriting platform was a key point of contention – warns that the implementation of the Insurance Act should be motivating insurers to review the design and operation of such platforms, specifically focusing on how documentation is issued and how the platforms collect risk information.

Dominic How, Senior Associate at the firm, recently told a seminar in London that the methodology by which a platform gathers and responds to information can have a major bearing on a dispute.

“As more and more underwriting is conducted via online platforms,” he said, “the way in which these systems behave will increasingly come under scrutiny.

Because of this, it’s vital that the processes and language of these systems are both understandable to a judge and robust enough to hold up under legal examination.”

He advised insurers to review the wording of questions in proposals and statements of facts; the declarations that remind insureds of their responsibility to fairly present risk information; endorsements or bolt-on clauses that are inconsistent with policy wording; the way that warranties link to elements of policies; triggers that refer risk to human underwriters for review depending on certain responses; and dropdown menus that offer various predefined options. These menus must include, said How, a free text box that insureds can fill in if the options available are not sufficient.

Platforms, he said, risk being ‘too linear and too rigid in their processing’, which can weaken an underwriter’s case in court.

“When designing these platforms, insurers need to think carefully about how they might be interpreted in legal actions,” How went on to say. “How and when will human intervention be triggered? If none of its predefined options are accurate, does the insured have the ability to declare

As more and more underwriting is conducted via online platforms … the way in which these systems behave will increasingly come under scrutiny this and provide additional information?

Does the system make clear the insured’s responsibilities and the need to declare anything they think may be material and how this information will filter through to the actual underwriter in the event that a referral is generated? These will all be important in a legal dispute.”

Specialist global insurer Beazley has announced the launch of a new digital weather insurance policy.

The insurer claims that, for the first time ever, the policy ‘describes in plain English’ exactly what coverage the policyholder can expect. The policy, Beazley Weather Guard, has been designed to protect organisers of events against the threat of weather that might lead to an event being cancelled; it can also apply to retailers who may need to insure weather-related promotions, linking refunds to unusual weather events.

“We wanted to give event organisers a simple but precise description of their coverage that they could access at a glance on a mobile phone,” said Contingency Underwriter Christian Phillips. “If you’ve bought a Beazley Weather Guard policy to protect your event against heavy snow, your digital policy will specify ‘snow’ and explain how many inches of snow will trigger coverage. If the covered peril is excessive

heat or cold, your policy will explain how high or low the temperature needs to be to trigger coverage. It’s entirely personalised.”

Generally, insurance policies come with paper or PDF documentation that comprises two parts – the ‘declarations’ page, which summarises coverage, and lengthy standard policy wording that details all possible and available coverage, often far beyond that which has been purchased. Beazley says that the wording of its new policy is much simpler, describing exclusively the coverage that has been purchased.

“Insurers have generally struggled with plain English policy wordings,” said William Pitt, Chief Marketing Officer at Beazley. “We asked ourselves: what would happen if all the information on the declarations page was instead integrated into the policy wording itself?

When we did this, we found that it made the policy much easier to understand ...it all became much less abstract.”

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INDUSTRY VOICE

Insuring a brighter future Iain Brown, Senior Data Scientist at SAS UK & Ireland, asks: How ready is your insurance organisation for the advent of artificial intelligence (AI)?

In the summer of 2017, I took part in a pan-EMEA review of the readiness of insurance companies for implementing AI. The full report, Pragmatic AI for Insurance, can be found online. Some of the findings were surprising, highlighting pockets where AI adoption is already moving at pace, contrasted with a lot of hype and noise with limited execution.

there’s more incentive than ever for insurers to get their data housekeeping in order – this will then create a solid foundation on which to build an AI-enabled enterprise.

A word of caution we can offer: AI is a powerful tool for enterprise-wide transformation, arming human staff – be they underwriters or frontline service agents – with the data and tools to delight customers, optimise operations and capitalise on new opportunities. But AI, particularly deep learning black box solutions, needs governance and oversight to ensure the outputs are consistent with the company’s values, ethics and regulatory obligations. We are reassured

The future is now As part of the study, we identified that although AI-powered underwriters, claims handlers and customer service agents may sound like a utopian future, in fact it’s already a reality. Some of the leading insurers we work with are already deploying AI capabilities that are transforming the customer experience, improving underwriting accuracy and cutting claims assessment decisions from weeks to mere seconds.

A good example of this is the application of machine learning to automate car insurance claims processing. Indeed, the AI advantage is so powerful that there’s a very real risk that these early adopters will open up a head-start that followers will be unable to close. Little wonder the question we get asked the most is ‘How far are we behind the curve, and how do we catch up’.

We can offer some reassurance however.

Although we highlight in the report that some insurance companies are reaping the rewards of early AI adoption already, for now, they are the exception. For the majority, AI is still at the hype stage – a lot of discussion and encouraging amounts of experimentation, but very limited operational execution.

to see companies now hiring chief data scientists to make sure these issues are debated at the highest level. Any company readying for an AI future should make sure transparency, compliance and ethics are addressed now, and not bolted on as an afterthought when it may already be too late.

The long game A final consideration is that insurers need to focus now on developing a clear data strategy and carefully consider what data they would like from customers, and what value the data can provide to both parties.

Without the fundamentals in place, the true rewards from AI will be harder to achieve.

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INSURANCE MATTERS

A state of cyber denial New research from legal expenses insurer DAS UK Group and HSB Engineering Insurance has found that UK consumers are living in ‘cyber denial’, with little awareness of the importance of online security While 88 per cent of respondents to the DAS Market Barometer: Cyber survey professed themselves to be confident when it comes to cyber security, many actually demonstrated significant gaps in knowledge, with 23 per cent not using anti-virus software, and 24 per cent not using ‘strong’ passwords (ie. something harder to hack than the name of their cat plus the year of their birth).

Thirty-four per cent, meanwhile, said that they do not use separate passwords for different online accounts, while 41 per cent do not regularly install system updates and 51 per cent do not regularly back up their data.

Fifty-four per cent of respondents confessed that they would not know how to go about checking that a website is genuine, hugely increasing their risk of falling victim to fraud, and 63 per cent did not realise that banks are not legally bound to refund money that is transferred by a customer to a fraudster.

The DAS Market Barometer: Cyber did at least find that consumers are concerned about cyber security, with 90 per cent saying that they were worried about at least one aspect of the issue, and 75 per cent of these admitting concerns about identity theft, loss of their personal data, fraud and the infection of their devices by malware.

“Cyber security regularly hits the headlines, from malware attacks to the theft of personal and financial information,” said James Henderson, DAS UK Group’s Managing Director for Insurance, UK and Ireland. “Our research has shown that while it seems that people are aware of the issue, they are still not taking the most basic precautions to protect themselves from this very real threat. As the activities of fraudsters become more diverse, online users must take every opportunity to safeguard their personal information from what are often sophisticated criminal activities.”

Henderson went on to explain why the research was undertaken: “We really wanted

More than half the fictitious personal claims – 52 per cent – were from people claiming for existing injuries, while the average amount spent on investigating the cases was €54.

Among the ICEA prizes awarded for fraud detection was a joint one for Generali and AXA covering policies for a trip taken by a couple to Venezuela. There the husband was supposedly shot at by

will merge with Brown & Brown’s existing Seattle office; Alex Bogaard will take on responsibility for running the business there.

“We share a common history with Servco of growing our family businesses into a market leader while building a strong culture that empowers our teammates,” commented Powell Brown, CEO of Brown & Brown. “Because of our similar DNA, we look forward to continuing the success of the Hawaii team and adding the depth and breadth of experience that will enhance our operations in the Pacific Northwest.”

to understand how consumer attitudes and behaviour might affect the appropriateness of any cyber insurance solution. Our hypothesis, forged in a concern about some of the ‘mass market’ cyber products that have been launched recently, is that there might be an emerging gap between understanding, attitude and behaviours – and the results of our research certainly support this. [We] have identified that the consumer behaviour we call ‘cyber denial’ has the potential to invalidate the cover of many cyber policies, so you can see the potential problem on the horizon.”

Insurance industry tackles premium differences

Spain’s insurers claim to have thwarted 80 per cent of suspicious claims in 2017, recuperating €48 for each €1 spent on investigating them, writes David Ing

The figures show a trend towards smaller and therefore ‘less professional’ false claims

US-based Brown & Brown, Inc. has announced that it has entered into an agreement to acquire the Hawaii and Pacific Northwest operations of Servco Pacific Insurance. The transaction will, subject to closing conditions, complete in June.

Servco’s wholly owned multi-lines insurance brokerage firm was established in Hawaii in the early 1970s, and expanded its operations in the Pacific Northwest in 2010. Its Hawaii operations will now represent Brown & Brown’s primary retail presence in the area, while its Pacific Northwest operations

while it seems that people are aware of the issue, they are still not taking the most basic precautions to protect themselves from this very real threat

The claims in Spain

In a joint presentation, the industry’s research body (Investigación Cooperativa entre Entidades Aseguradoras – ICEA) and business association Unespa said the number of fraudulent cases reached nearly 166,000, and that their investigations saved payouts of some €430 million.

The figures showed a trend towards smaller and therefore ‘less professional’ false claims, which had grown to 38 per cent of the total, compared to 29 per cent in 2011.

The vehicle insurance sector accounted for the biggest percentage, with over 63 per cent of those uncovered, while home and business policies accounted for over 29 per cent and the personal life, accidents and health sector six per cent.

Brown & Brown to acquire Servco ops

The Association of British Insurers (ABI) and the British Insurance Brokers’ Association (BIBA) have announced moves to address the excessive differences in premiums between long-term and new insurance customers

an attacker, leading to the amputation of several fingers and leaving him unable to work as an air conditioning installer.

When the companies began investigating, they found no records of the supposed crime, and saw that the location of the wounds he received were incompatible with his account of what happened.

On top of that, he claimed to have driven 16 kilometres to a hospital with the severely damaged hands when there were two medical centres only some four kilometres from where the incident allegedly took place.

It took seven years before a court finally ruled against the claimant, saving the two companies a joint payout of almost €1 million.

While ICEA and UNESPA said it was difficult to make a direct comparison with the previous year as less companies submitted figures, the fraud report still covered 38 companies with a 55-per-cent share of the market, and as such was representative of the market as a whole.

The two bodies have launched a new set of Guiding Principles and Action Points, which it is hoped will go some way towards tackling issues in the UK insurance market which often see a gulf between the premiums offered to new customers and overly expensive renewal premiums that are seen to penalise long-standing customers. These long-term customers should, according to the ABI and BIBA, see a welcome reduction in premium levels as the initiative takes effect.

“Insurers do a great job for their customers, providing peace of mind and financial help when they most need it,” said Andy Briggs, Chairman of the ABI, “but the renewal market simply doesn’t work where loyal customers get charged much more than new customers. Given many consumers expect to get cheaper insurance when they shop around, there is no easy solution.

These new Guiding Principles and Action Points are a positive initiative by the ABI and BIBA members to demonstrate that the whole industry recognises this is an important issue that needs to be addressed.”

The principles baked into the new initiative include: that the ABI and BIBA members will take action so that when customers shop around for renewal, this does not lead to excessive pricing differences; that

the commitment to better outcomes for long-standing customers will be given high-level priority; that members will need to make it abundantly clear in either written, verbal or online communication that new customer premiums only apply for the first

the renewal market simply doesn’t work where loyal customers get charged much more than new customers year, with subsequent renewal premiums potentially being here; and that the two bodies will publish a report in two years’ time – no more – demonstrating how members have sought to tackle the problem.

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INDUSTRY VOICE

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INSURANCE MATTERS

Diversity rules New rules recently came into effect in the UK mandating that major insurers must consider ‘a broad set of qualities and competencies’ when it comes to recruiting board members, and to implement policies to better promote diversity at board level.

The rules apply both to firms’ subject to Solvency II and larger insurers that do not fall under its remit; insurers will have leeway to come up with their own policies to achieve better levels of diversity. The Prudential Regulation Authority (PRA) said that it believes insurers are well placed to determine the best routes to achieve this on an individual level, as ‘the areas requiring greater representation will differ across firms, and because the needs of firms

SK entry requirements loosened will also vary’. Being prescriptive, it said, would be counter-productive: “Although measurable factors such as gender, age, tenure and race are important, diversity of approach, skills and experience are just as important to combat groupthink.”

“The recent publicity surrounding the first year of gender pay gap reporting has also highlighted why firms should be looking at ways of improving the diversity of their senior management teams,” commented Jon Fisher, an expert in financial services employment law. “The gender pay gap in financial services exceeds the national average and the only effective means to address that will be to improve the representation of women in senior roles.”

Financial regulators in South Korea are set to loosen entry regulations for niche insurance entities. The effect will be that more boutique brokerage and specialty insurance players will be able to enter the country’s market.

South Korea’s Financial Services Commission and Financial Supervisory Service recently released an outline of the changes that will be implemented; capital requirements will be lowered for insurers and brokers offering specialty and customised retail services, in an

Insurers rush for Brexit contingencies Despite government assurances that hasty relocation is not necessary, many insurers are opting to establish new hubs in the UK and Europe in order to get ahead of the potential ramifications of Brexit.

AIG, Allianz and Lloyd’s of London are among the entities ignoring the supposed reassurance of the grace period agreed between Britain and the EU earlier this year. Hugh Savil of the Association of British Insurers (ABI) said that the ABI had ‘urged firms not to wait for and rely on a political process to deliver the answers’.

This particularly applies to any possible

effort to broaden consumers’ choice of options. At present, under existing law, insurance companies need a minimum of US$28 million in capital plus a permit to start operating in South Korea.

Korea’s Government has been inspired to loosen regulations after observing the way things work in Japan; the Japanese market allows smaller entities to start operating with much reducted capital requirements.

It is hoped that South Korea’s market will be broadened by the changes.

Asia has trillion-dollar health protection gap

relocation plans, he added, which often take a number of years to complete.

The moves to establish new hubs early are a pre-emptive response to what will be the new reality after the UK splits from the EU: that any European insurer selling policies in UK (and any UK / non-EU insurer with bases in the UK selling policies in Europe) will need specific regulated local hubs.

Munich Re’s Chief Executive said that they ‘are prepared for a hard Brexit’, while Paul Merrey, an insurance specialist at KPMG, said that he does not think ‘there is any going back’.

According to Swiss Re’s forthcoming study on the health protection gap in Asia, the gap is significantly larger than earlier forecasts suggested.

Swiss Re puts the size of the health protection gap in Asia at US$1.8 trillion The study is due to be published in July, but delegates at the recent Institute and Faculty of Actuaries Conference in Bangkok were given a taster of the results, including the eye-popping figure quoted above. Swiss Re defines the health protection gap as ‘the stress caused to

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a household’s financial position arising from out of pocket medical expenses’.

The reinsurer’s last study into the health protection gap in the Asia-Pacific region – released in 2012 – predicted that, by 2020, the gap would hit some $197 billion, so the considerably larger headline figure has come as a surprise.

Other figures contained within the study include: 38 million households in Asia were unable to access healthcare over the past year due to the cost; 45 per cent of the protection gap is accounted for by chronic illness; and 32 per cent of people in Asia currently only reach a level of exercise described as less than optimal.

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TRAVEL MATTERS

Airport cyber security lacking New research from PA Consulting Group has found that airports are ill-equipped to deal with major cyberattacks Overcome the Silent Threat finds that the emergence of the hyper-connected airport model, with customers’ desire for fast internet and digital engagement with airlines and retailers, leaves more opportunity for hackers.

According to the European Aviation Safety Agency, airports and aviation systems worldwide currently suffer from around 1,000 cyberattacks each month.

The risk to airports is rising as the use of digital infrastructure increases in day to day operations, says the report.

“Fundamentally, the focus on physical security needs to be applied with the same rigour in the cyber arena if airports are going to build resilience to potentially catastrophic cyberattacks,” said David Oliver, Global Transport Security Lead at PA Consulting Group.

“If the industry does not act now, it will find itself at increased vulnerability to cyberattacks as new technologies become part of everyday operations.”

The report identifies the growing trend for airports to use remote control and monitoring for air traffic control systems as a key area where airports could be attacked. The data links upon which these remote towers are so dependant could be susceptible to attack, making it impossible to manage airport traffic.

David Oliver added: “With the EU Network and Information Systems Directive, which

Fundamentally, the focus on physical security needs to be applied with the same rigour in the cyber arena aims to improve the cyber resilience of the UK’s essential services, now in force, UK airports risk penalties of up to £17 million for failing to put in place appropriate cyber security measures.”

Malta number one for LGBTQ travel The International Lesbian, Gay, Bisexual, Trans and Intersex Association (ILGA) has ranked Malta as the number one destination in its European Rainbow Travel Index 2018.

It is the third consecutive year that the country has been named the friendliest destination for LGBTQ holidaymakers.

The Index ranked Malta first out of 49 European countries, awarding it 91 per cent in recognition of the laws and policies related to its LGBTQ community, and the lifestyle members of the community are free to enjoy.

When ranking countries, it takes into account legal gender recognition, the rights of family members and marital partners, and the right

to asylum. Last year, same sex marriage was legalised in Malta, and this year has seen the introduction of gender-neutral passports.

“We are thrilled that Malta has once again been heralded as the number one destination for LGBTQ travellers in Europe,” said Peter Vella, Director UK & Ireland, Malta Tourism Authority. “The Maltese have always been proud to welcome the LGBTQ market to their island. Malta holds a unique combination of traditional and historical culture with a contemporary and welcoming mindset towards LGBTQ travellers and we are delighted to be setting an example for other European countries.”

Deep impact According to a new report published in Nature Climate Change journal, the impact of global tourism on the environment could be around four times worse than previously thought.

The carbon footprint of global tourism, authored by Manfred Lenzen, Ya-Yen Sun, Futu Faturay, Yuan-Peng Ting, Arne Geschke and Arunima Malik, found that the tourism industry accounts for around eight per cent of global greenhouse gas emissions and is a ‘significant and growing contributor’ to greenhouse gas emission.

The research studied tourism emissions right across the supply chain, finding that between 2009 and 2013, tourism’s global carbon footprint increased from 3.9 gigatonnes of carbon dioxide equivalent to 4.5Gt. Aviation,

shopping and food were found to be the major contributors. Most of the gasses are produced by high-income countries, with the US topping the producers list, and the researchers say that the growing demand for tourism is outstripping the decarbonisation of tourism-related technology. To conclude, the study believes that tourism’s influence on the rising amount of greenhouse gas emissions will only continue to grow.

The University of Sydney’s Professor Manfred Lenzen, lead author of the research, emphasised the impact of air travel before adding: “We found the percapita carbon footprint increases strongly with increased affluence and does not appear to satiate as incomes grow.”

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TRAVEL MATTERS

Hey big spenders Muslim travellers are set to spend $157 billion by 2020, according to Faeez Fadhlillah, founder and CEO of Salam Standard and Tripfez, during his presentation at the Arabian Travel Market’s Global Halal Tourism Summit 2018 Taking place at the Dubai World Trade Centre, Fadhlillah said that changing global socio-economic trends will drive the importance of Muslim travellers to the economy. Saudi Arabia remains the top outbound market, with Fadhlillah predicting that travel from the Arab state will grow a further 17 per cent by 2020.

Millennials, specifically from the middle classes, will be key in the growth of global Muslim spend. “In addition, second and third generation Muslim communities in developed economies such as Europe and North America now have far more purchasing power and overall, their combined growth generates increased demand for faithbased travel and tourism,” he said.

In a later presentation, Omar Ahmed, founder and CEO of Sociable Earth, said that the growth in Muslim travellers, or ‘Halal travel’, has become ‘an industry-shaping force, in its own right’. “It is also clear that mainstream travel and tourism organisations will now have to become far more pro-active, if they want to attract increasing numbers of Halal travelers and tap into the potential of this massive market. Even destinations in western countries can do more,” he added.

Travellers return to Egypt and Turkey UK travel operator Thomas Cook has found that trips to Turkey and Egypt by UK holidaymakers almost doubled in the last year.

In its Thomas Cook Holiday Report 2018, the travel agent found that it has sold 89 per cent more holidays to Egypt and 84 per cent more trips to Turkey than at the same point in 2017. This means that visitor numbers to Egypt are now near the same levels as in 2015. Travellers to Egypt are almost entirely heading to the Hurghada and Marsa Alam areas.

The travel operator states in the report that Turkey’s popularity is partly down to a high number of return customers – with

18 per cent of those booking having also visited in 2017. Coupled with the cheaper prices in the country, plus the abundance of quality all-inclusive resorts, this means that the country’s tourism trade is likely to keep growing. Furthermore, 61 per cent of bookings were from families, suggesting that many perceive the country to be a lot safer than previously.

Tunisia could be the next country to experience tourists returning en masse, Thomas Cook predicts. Three weekly flights were reintroduced to Hammamet in February of this year, with the first round of flights quickly selling out; Thomas Cook says that bookings have since continued to be

I can still hear you saying you will never block the chain The Dubai Department of Tourism and Commerce Marketing (DTCM) has announced a new blockchain enabled marketplace that will connect potential buyers directly to hotels and tour operators Named ‘Tourism 2.0’, the technology is part of a wider goal to make Dubai a major destination for tourism, business travel and events by 2020. The businessto-business marketplace will allow hotel operators and tour operators to connect directly, meaning that offers and availability can be more effectively and efficiently communicated to customers.

“By increasing the pace of digital transformation in the travel sector, Dubai is positioned to expand tourism by bringing innovative startups into the ecosystem, which will ultimately deliver value in terms of higher and faster visitor conversion, and greater GDP impact,” said Helal Saeed Al Merri, Director-General of DTCM. He added that the early adoption of the technology would help to ‘streamline bookings and create democracy in travel for all’.

Dubai hopes to attain 20 million visitors per year by 2020. In 2017 it welcomed 15.8 million.

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strong. Thomas Cook Airlines has increased its weekly number of flights to 11 during summer 2018 in response to the demand.

INDUSTRY VOICE

The real risk in travel risk management Tony Ridley, CEO of Intelligent Travel in Australia, explores how travel risk analysis is often lacking

or a ‘one-size-fits-all’ process.

Logical steps If a process, inclusive of travel risk management, cannot demonstrate evidence and compliance to each and every stage of ISO 31000’s Risk Management standard, the process is not an internationally accepted risk management process. These steps are: • Communication and consultation.

• Establish context.

• Risk identification.

• Risk analysis.

• Risk evaluation.

• Risk treatment.

• Monitoring and review.

The notion of risk management may seem straightforward, and easily explained as the process of ‘experts’ reviewing and assessing risk, including travel. The problem is, it is far from this simple, and the lack of awareness and understanding by corporate buyers is placing both travellers and companies at significant risk. With the seemingly endless list of ‘travel risk management’ experts, it’s time the travel industry and corporate buyers/ procurement stopped to consider the facts and compare apples with apples.

Basic standards As with most professions, processes and standards that impact the safety and wellbeing of people and businesses, there are well developed international and domestic standards that govern exactly what is required – as a bare minimum – when it comes to safety and risk management. These standards are descriptive without being restrictive or prescriptive, but they do ensure a consistent and proven methodology for the governance and management of risk. This includes risk assessments, regardless of the profession or discipline.

It should therefore be a stunning revelation to buyers and business consumers of travel risk management products and services that the majority of products and services available on the market fail to meet even the elementary requirements

If a process, inclusive of travel risk management, demonstrates evidence and compliance with the essential elements of global safety management standards such as knowledge; business relevance; resources; processes; compliance; and verification, then it is neither risk nor safety management compliant. of these standards and legally accepted means of ‘risk management’.

With each passing month there are more and more individuals and businesses claiming to provide and specialise in ‘travel risk management’, ‘duty of care’, ‘travel safety’ and related fields. Not only do the individuals lack certifications and qualifications, they also fail to apply any and all international or domestic standards and processes for safety and risk management.

With each passing month there are more and more individuals and businesses claiming to provide and specialise in ‘travel risk management’, ‘duty of care’, ‘travel safety’ and related fields Any system or process that is applied to 200 individuals or travellers that yields exactly the same outcome, rating or threat assessment is immediately suspicious.

The very nature and requirement of safety and risk management is the inclusion or consideration of variances found in people, actions, location and proximity to threat or hazardous elements. It is not universal, generic

Poor approach = poor results Risk and safety management are long established and formalised processes.

The application and adherence to enterprise safety and risk management systems is inclusive of travel or mobile workforces. There is no special exemption or process. The outcome may be enhanced or include specific nuances appropriate to travel and mobility, but exclusion of these basic and mandatory processes results in random outcomes, and unreliable and downright dangerous ‘assessments’ that are not valid in criminal or civil legal environments. Therefore, it is the use and acceptance of these bespoke and self-serving methodologies (similar to that of horoscopes) that represent the greatest and real risks in the current application of travel risk management.

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TRAVEL MATTERS

Chinese holidaymakers prefer to ‘staycation’ A Cancun attitude Chinese tourists made 2.8 billion trips within their own country in 2017, according to research company GlobalData, a huge figure in comparison to the 136.5 million outbound trips taken last year This trend is also mirrored in the amount tourists spent, with total outbound tourist expenditure standing at

The Chinese Government also plays a part in how the Chinese travel. “The government … manages most tourist attractions and historical sites, while Chinese residents book their trips through domestic providers,” said Boutsioukou.

“Therefore, the growing number of visitors, coupled with the higher propensity to consume, translates into higher revenues for the state – either directly

Domestic tourism in China is booming as a result of the growing middle class, as well as the government support and substantial investments in both tourist infrastructure and transportation links US$220.6 billion, while domestic tourist expenditure registered $679.1 billion.

“Domestic tourism in China is booming as a result of the growing middle class, as well as the government support and substantial investments in both tourist infrastructure and transportation links, especially following the Olympic Games in Beijing in 2008,” said Tourism Analyst Konstantina Boutsioukou. “Similarly, the intensifying marketing campaigns of local destinations in recent years, coupled with improved tourism offerings and services, are also influencing Chinese people when it comes to choosing a holiday destination.”

Despite the rapidly decreasing costs of international travel, most Chinese travellers would rather take a ‘staycation’ due to the relatively cheap cost of domestic trips, as well as the language and security concerns, says GlobalData.

Despite the US State Department’s recent level two travel advisory issued to the area, Cancun, Mexico is the top destination for US travellers this summer.

Allianz Global Assistance analysed customers’ trips planned from 28 May through 3 September for travel between five to eight days in length, finding that Cancun topped the international destination charts, with 15.7 per cent of travellers heading there. It’s the second year in a row that the Mexican hotspot has been the top international destination. US travellers are also heading out to Higüey, Dominican Republic (7.77 per cent), Montego Bay, Jamaica (5.78 per cent) and Nassau, Bahamas (4.31 per cent).

London, UK (3.52 per cent) and Paris, France (2.75) were the only European destinations to make the top 10. San Juan, Puerto Rico’s capital, has also made

through the purchase of attraction and transportation passes or indirectly by taxing domestic tourism businesses.”

great strides since last year’s Hurricane Maria, coming in at eight in the list.

Domestically, Orlando tops the list for US travellers, with 8.8 per cent choosing the Florida destination. New York City (5.51 per cent) and Las Vegas (5.36 per cent) were also popular.

“This year’s results yielded some interesting findings: New York is a newcomer to the list, revealing that travellers are not only interested in beach destinations this summer,” said Daniel Durazo, Director of Communications for Allianz Global Assistance USA. “And despite recent travel warnings and last year’s Hurricane Maria, Americans are still choosing to travel to Cancun and Puerto Rico.

No matter where you are headed this season, travel insurance is an investment that can offer peace of mind and help protect your financial investment.”

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HEALTH MATTERS

Innovative disease outbreak technology A partnership between a taxonomy expert at Lincoln University in the US and two US senior food safety researchers has led to the development of a new device that could help control disease outbreaks.

The technology can quickly identify harmful strains of bacteria in food and has just become available in New Zealand.

It is called a BEAM device and was developed at Purdue University in Indiana, with an initial focus on the US market. It has been offered free of charge to Lincoln University Associate Professor Stephen On, who recently received a Catalyst grant of NZ$80,000 from the Royal Society Te Apārangi to use the scanner for New Zealand-focused research that will complement studies already being undertaken in the US. The BEAM technology can better identify disease outbreaks by providing a specific

HMC cautions against measles Hamad Medical Corporation (HMC) has cautioned residents travelling to regions where malaria is endemic to take precautions.

“Qatar is free from locally acquired malaria. All cases we have in the country are imported, meaning they have been acquired abroad. For those planning to travel to countries that have known malaria cases, it is very important to take preventive measures, including avoiding mosquito bites by using insect repellent, covering the arms and legs, and using a mosquito net. It is also important to consult with an experienced healthcare professional who can advise if malaria prevention tablets are needed,” said Dr Hussam Al Soub, Senior Consultant

at HMC’s Infectious Diseases Unit.

Sources in Qatar said that HMC has treated more than 125 cases of malaria in travellers who have acquired the disease abroad.

“People who have resided in Qatar and other malaria-free countries for a long time may have lowered immunity to malaria and are thus vulnerable to serious illness,” Dr Al Soub said. “People planning to travel to endemic areas should consult their doctor or visit a clinic that offers anti-malarial medication, such as the Travel Clinic at HMC’s Communicable Disease Center. It is important to speak with a travel specialist to ensure you take the right anti-malarial tablets and the right dose. It is also essential to finish the full course of medication.”

On. “The technology provides the major advantage of identifying the pathogen of concern by rapidly screening it from microorganisms naturally present in

The technology provides the major advantage of identifying the pathogen of concern by rapidly screening it from microorganisms naturally present in food or clinical samples fingerprint of bacteria cultured on a food or clinical samples. Because it’s standard agar media plate, which enables non-invasive, you can take your isolate scientists to pinpoint strains of interest of interest and further characterise more quickly, with a focus on pathogens. it with sub-typing methodologies “If there’s an outbreak of E. coli or to better identify an outbreak. No salmonella, for example, you may have comparable technology is available CAAVAdvert.pdf 1 17/10/2017 12:00 dozens of samples to examine,” said Dr elsewhere – it’s a game-changer.”

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HEALTH MATTERS

Malaria reported in Costa Rica According to the US Centers for Disease Control and Prevention (CDC), a case of malaria has been reported in a US traveller who visited the Osa Peninsula in the Puntarenas Province in Costa Rica, an area where malaria is not typically found.

The CDC is advising travellers to the Osa Peninsula to obtain medicine to prevent malaria before travel and take precautions to prevent mosquito bites during travel.

These include using insect repellent when outside, wearing long sleeves and trousers when outside and sleeping in an air-conditioned or well-screened room or under an insecticide-treated bed net.

It has also stated that, although malaria is rarely found in Costa Rica, travellers should be aware that other areas of the country have had outbreaks in the past and should take precautions to avoid mosquito bites in Matina Canton in Limón Province, Sarapiquí Canton in Heredia Province, and Pital District in San Carlos Canton in Alajuela Province, where malaria was reported in 2017.

E. coli on the rise in the US According to a recent update from the US Centers of Disease Control and Prevention (CDC), the number of confirmed Escherichia coli (E. coli) cases in the US has increased.

It has added six from California, one from Florida, one from Georgia, one from Illinois, one from Massachusetts, 10 from Missouri, one from New Jersey, two from New York, two from North Dakota, one from Texas, one from Washington and one from Wisconsin. In addition, four more states have reported ill people: Florida, Minnesota, North Dakota, and Texas.

There have been 149 cases to date, including 17 with haemolytic uremic syndrome (HUS) – a severe complication of E. coli infection – and one death. The most recent illness began on 25 April.

According to information collected to date, romaine lettuce from the Yuma growing region could be contaminated with E. coli and could make people sick. Advice to travellers is to avoid buying and eating romaine lettuce unless they can confirm it is not from the Yuma growing region.

Growing threat of vector-borne diseases According to a recent report by the US Centers for Disease Control and Prevention (CDC), emerging vector-borne diseases pose a growing threat to the health of the US population Dr Ronald Rosenberg led a team of researchers who studied almost 650,000 cases between 2004 and 2016, finding that in that time, mosquito-borne disease epidemics were happening more frequently.

In total, there were over 640,000 reported cases of 16 diseases, and diseases caused by mosquitoes, fleas, and tick bites had more than tripled; 77 per cent of these cases

were caused by ticks. “These data indicate persistent, locality-specific risks and a rising threat from emerging vector-borne diseases, which have increasingly encumbered local and state health departments tasked with preventing, detecting, reporting, and controlling them,” said the CDC authors.

The report was published in the Morbidity and Mortality Weekly Report and suggests that vector-borne diseases are a large and growing public health problem in the US, which are characterised by geographic specificity and frequent pathogen emergence and introduction.

It concluded that major national improvement of surveillance, diagnostics,

reporting, and vector control, as well as new tools such as vaccines, are needed to effectively reduce transmission and respond to outbreaks.

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HEALTH MATTERS

Measures needed to strengthen outbreak response

Meningitis vaccination campaign in Fiji A meningococcal meningitis C vaccination campaign has begun in the Central Division (Ra subdivision) of Fiji, where 39 of the country’s 65 cases since the start of this year have occurred.

According to a Ministry of Health update, 25 of these cases are laboratory confirmed, seven are probable and 33 are suspected, representing an average of 3.5 suspected cases per week in the last four weeks. All of those infected to date have been under the age of 19.

On its website, the Fiji Ministry of Health and Medical Services advises travellers to the country to take preventative

At a recent joint cross-border multisectoral disease surveillance meeting in Nimule, South Sudan, hosted by the Republic of South Sudan, experts discussed mechanisms to strengthen the implementation of cross-border disease surveillance and outbreak response in the region The meeting involved experts drawn from the human, animal, environmental health and immigration sectors of South Sudan, Uganda and Kenya and was convened by the World Health Organization (WHO), the East African Community, the East Central and Southern Africa – Health Community (ECSA-HC) through the East Africa Public Laboratory Networking project and the countries’ respective Ministries of Health.

Disease outbreaks of international concern

measures against meningococcal infection, including practising good hygiene, avoiding sharing utensils and discussing with a doctor or travel clinic pre-travel whether vaccination is required.

New superbug killing patch

that have threatened the East African region include polio, yellow fever, Ebola, Marburg viral fever, Crimean Congo haemorrhagic fever, Hepatitis E virus, cholera, measles, meningitis and Rift Valley fever. The meeting assessed current surveillance strategies, identified challenges and formulated plans to improve preparedness and response across the region.

“The risk of disease outbreaks is enhanced by increased cross-border trade, the movements of humans, animals and goods for trade, high population crowdedness, the effects of climate change, and proximity to the Congo basin hotspot and the characteristics of rift valley environment,” said Dr Joseph Wamala, Epidemiologist at WHO South Sudan. He said surveillance officers are required to strengthen joint crossborder disease surveillance and response.

A new patch created by UK firm Edixomed could help in the fight against superbugs and antibiotic resistance.

The wound care technology, EDX110, harnesses part of the body’s natural repair system, nitric oxide, delivering it in a sustained way to give a wound the best chance of healing. It has been found to kill a range of antibiotic-resistant bacteria, including MRSA and Escherichia Coli.

The hope is that the patches may become available in NHS hospitals to dress wounds to prevent the growth of bacteria and tackle infections.

“Bacterial infections resistant to all currently available antibiotics are expected to kill over 10 million people a year by 2050. The threat

is very real and of international concern; but with this technology, we have a novel, viable and innovative solution with which to strike back. Wound care is just the first of many potential applications,” said Professor Art Tucker of St Bartholomew’s Hospital, London. “Importantly, nitric oxide acts against multiple targets in bacteria to kill them; hence there is a very unlikely chance of bacteria developing resistance any time in the future.”

Two recent studies found that EDX110 completely healed more ulcers compared with standard-of-care and that it effectively prevented and treated multi-drug resistant bacteria biofilms (colonies of bacteria that protect themselves from the body’s immune system and actions of antibiotics).

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WHO reports on dengue in France

The World Health Organization (WHO) has provided news on dengue fever in Réunion, France, reporting that the upsurge in cases since the beginning of 2018 is unprecedented.

On 16 March, WHO was notified by the International Health Regulations National Focal Point for France through the European Commission Early Warning and Response System of a sharp increase in the number of dengue cases reported in Réunion, France since the beginning of the year. There had been 1,816 cases in the region as of 23 April, while fewer than 100 cases were reported in the entirety of 2017. In addition, the number of emergency room visits and hospitalisations related to dengue have been increasing, with 50 reported hospitalisations so far in 2018, compared to 12 for all of 2017.

According to WHO, public health authorities have implemented the following actions in Réunion: reinforced vector

control measures, focusing primarily on areas around reported dengue cases; enhanced surveillance of cases; blood and safety of substances of human origin safety measures; social mobilisation activities; and specific risk communication messages aiming to raise dengue fever awareness among the public and health workers.

WHO said that Réunion is a popular tourist destination and the likelihood of dengue being introduced to other countries is heightened by the current outbreak. It also said that enhanced risk communication and entomological and epidemiological surveillance to rapidly and effectively control the epidemic are required.

Travellers are advised by WHO to take personal protective measures such as wearing clothing that minimises skin exposure during daylight hours and using insecticide-treated mosquito nets. It has advised against any restrictions on travel to Réunion based on the information available.

New guide for infectious disease control Infectious disease experts at The University of Texas Health Science Center at Houston (UTHealth), US, have published a practical guide for infectious disease control in clinics The paper was published in Open Forum Infectious Diseases, a publication of the Infectious Disease Society of America, and provides a step-by-step guide as to what clinicians need to do to achieve better infection prevention and control as healthcare delivery shifts from hospital to outpatient settings.

Although the paper is directed at healthcare providers, Senior Author Dr Luis Ostrosky, a professor of infectious diseases at McGovern Medical School at UTHealth, said patients can play their own important role.

“Our mantra is ‘It’s OK to ask’. So, it’s OK to ask your doctor or nurse if they washed their hands and if the instrument they are

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using on you is sterilised,” he said. “People need to be their own advocates to make sure they’re being taken care of safely.”

The key areas of focus in the paper are injection safety, cleaning and sterilisation, high-level disinfection and good hand hygiene.

it’s OK to ask your doctor or nurse if they washed their hands and if the instrument they are using on you is sterilised The aim of the paper is to help clinics to be as clean as possible in areas that are not externally regulated or monitored. “We want to prevent any transmission of infection, whether it’s flu in a paediatric clinic or hepatitis in a gastroenterology clinic,” Ostrosky said.

REVIEW The ITIC team’s home town of Bristol was the setting for this year’s ITIC UK conference, which saw representatives from the global travel insurance marketplace come together to learn and debate some of the key issues facing the industry.

Individual speaker presentations, as well as panel sessions, provided food for thought and plenty of opportunity to get to the heart of the matters at hand.

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irst on the agenda for this one-day conference was a panel session on travel security risks and challenges.

Presentations from Simon Calder, Kate Huet and Tim Bilborough explored travellers’ perceptions of safety, why kidnap cover needs to be developed further, and how to build insurance and assistance products that can meet today’s travellers’ changing needs. Travellers have never been safer, thanks to better road and pool safety in popular destinations such as France and Spain, said Simon, but when it comes to dealing with travellers’ fears surrounding terror incidents abroad, perception is everything. Travellers should be given a choice of cover levels for terror incidents to better engage them in the purchase of such cover, he said. Kate then explained her

personal journey to bring a new insurance product to market that provides cover for terror-related incidents, and how such cover became the norm rather then the exception within the market. Disinclination to travel is a real driver for those seeking terror-related cover now, she explained.

Kidnap cover is another area of cover within travel insurance that needs to be better developed, said Kate, as people are continually travelling further afield and into areas where kidnapping is a real concern.

Tim rounded off the session with a look at how specialist assistance provision has developed to use local intelligence and support networks to enable timely and effective assistance for travellers caught up in a variety of emergency situations in even the most hostile parts of the world.

developments in medical screening

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Anna Sant, Partnership Manager for Travel Insurance at Moneysupermarket Group; Paul Beven, Global Managing Director at Verisk Risk Rating; and Leah Nagle and Sian Brightey from the Financial Ombudsman Service formed the next panel, which looked at developments in medical screening Anna explained how her aggregator site works closely with insurers to ‘get the right information to customers to allow them to make the best choices’. Close monitoring of the customer journey through the website and better explanations and definitions of pre-existing conditions have all lead to higher numbers of customers going through the site’s medical screening process and fewer people dropping off during the process.

Avoiding customer confusion and capturing all necessary information during the medical screening process can be done in a variety of ways, continued Paul, including providing drop-down options, allowing users to edit their responses at any time, and asking unambiguous,

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binary and brief questions. The industry could better define which pre-existing conditions need to be declared, though, he said, and there are still some issues around differing terminology for the same condition (e.g. use of ‘myocardial infarction’ and ‘heart attack’). The Ombudsman Service has, however – as a reflection of better complaints handling by insurers and clearer medical screening questions – seen an improvement in the number of travel insurance cases upheld. Areas that still commonly cause issues relate to proportional settlements, insurers attempting to apply different remedies to those set out under the Consumer Insurance Act, and the inability of insurers to provide evidence.

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Liam Gray, Head of Research & Partner Management at Startupbootcamp InsurTech; Hannah Jones, Head of Business Development for Claims Rated; Billy Warner, Senior Underwriter of Travel Insurance at Collinson Group; and Dan Hyde, Partner at Penningtons Manches

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ollowing a networking lunch break, the afternoon sessions of ITIC UK were based on the theme of ‘the power of data’. Liam Gray from Startupbootcamp InsurTech kicked proceedings off with a presentation that focused on the changes that are occurring in the insurance industry thanks to the influence of accelerator companies. By bringing together insurers and technology firms, he said, a startup ecosystem is developing that will foster change and innovation.

Hannah Jones from Claims Rated discussed how insurers could use data to change the perception that the general public has about the industry. Through obtaining and publishing real customer reviews, she said, potential clients could make use of this data to make informed decisions about the policy they want and be sure of the services they will receive. “Let the claimants educate the customers,” Hannah concluded.

Billy Warner was next to take to the stage,

and gave attendees insights into how they can use anonymised, travel-specific data to create customer personas that can aid the personalisation of products.

Using enhanced data, said Billy, enables insurance providers to create an ‘insurance ecosystem’, which should result in benefits for customers, providers and clients.

To round off the afternoon, Dan Hyde, Partner at Penningtons Manches and author of Cyber Security: Law and Practice, discussed the (then) upcoming General Data Protection Regulation, giving details of what it means for insurers holding customer data, and what the repercussions could be for those found to be contravening the new regulation. There was a discussion afterwards that centred on how the regulation would be enforced for international firms, with Dan concluding that there will undoubtedly be test cases brought before courts that will determine more clearly how the regulation will be applied.

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ITIC REVIEW

NETWORKING ITIC provides unrivalled networking for those in the global travel and health insurance marketplace, and ITIC UK in Bristol was no exception. From the very start of the event, at pre-conference registration – where drinks were provided by New Frontier Group; through the much-welcomed coffee breaks during the conference – brought to attendees

by Aquarium; to the Farewell Dinner – the likes of which no ITIC conference has ever seen before, new business connections were forged and existing relations cemented.

The ITIC UK Farewell Dinner took place in the beautiful Bristol Harbour Hotel and was thoroughly enjoyed by all who attended.

The evening was punctuated by ongoing entertainment provided by the Faulty Towers Dining Experience, which involved a great deal of audience interaction – thanks should go in particular to Julie Remmington and Chris Price for their contributions – and concluded in a standing ovation from attendees, who were in agreement that it was the best ITIC UK Farewell Dinner ever!

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FEATURE

The cost of doing business Growing awareness of the value of travel insurance as a risk management tool is boosting demand from corporate clients for policies that are truly fit for purpose in a global environment that continues to present new risks for business travellers.

Robin Gauldie investigates the shift towards cover over care >>

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FEATURE Duty of care comes second only to cutting costs in terms of priorities for business travel buyers, according to a poll carried out for the Business Travel Show in London in February. Other perennial issues, predictably, included rising hotel rates and airfares.

Despite the ever-present need to keep travel-related costs down, companies are increasingly aware that the cheapest off-the-shelf insurance policy may not always be the most appropriate solution for their travelling employees.

So how is heightened awareness among corporate clients of the need to maintain duty of care, while balancing budgets, affecting their relationships with their travel insurance providers?

“It's not surprising to see cost cutting and duty of care as the top two challenges facing buyers,” said David Chappell, Director of the event. “Given terrorist attacks across Europe and further afield, it's simply not an option for buyers to ignore traveller risk any more. It must be a priority for them, their organisations and their partners.”

The findings echo a 2017 report by the UK’s Institute of Travel Management (ITM), which reported that ITM members listed traveller security as their number one priority, ahead of cost reduction and budget control. The ITM outlook report said that travel managers would be challenged to manage cost increases from suppliers, while being expected to rein in travel spending.

Research by the Global Business Travel Association (GBTA), a trade organisation representing the international business travel industry, also indicates that duty of care is a hot topic for corporate travel buyers and their clients. At the same time, many business travellers are unaware of their company's traveller security policy, as revealed by a GBTA study released in December 2017.

Kelvyn Sampson, retail, leisure and hospitality industry practice leader at Willis Towers Watson, a major multinational

insurance broker and risk management company, said that the GBTA's findings underline the need for companies that wish to robustly demonstrate duty of care to do more to teach their travelling staff how to handle a crisis. “Risk assessment and preparation before travel are imperative, but it is also vital that the company travel policy outlines what employees should do in the event of an incident,” he said. “Employee responses need to be in line with the company's corporate crisis management plan, which is informed to some extent by the insurance policies that are in place. For example, if an employee is injured while on business travel they should be aware that they need to call the cover provider nominated on the company's travel insurance programme.”

But the GBTA's survey of 1,050 employees revealed that many business travellers lacked knowledge of the support on offer. Almost one-quarter were unaware of the existence of their company’s policy, while only 36 per cent knew they would be contacted in an emergency.

duty of care is a hot topic for corporate travel buyers and their clients However, according to the GBTA, businesses are learning lessons about duty of care. Of those taking part in the study, 27 per cent noted that recent incidents – both environmental and terror-related – had spurred a change in their employers’ attitudes.

Is this good news or bad news for travel insurers? Corporate clients are increasingly willing to accept that appropriate travel insurance comes at a price, according to some insurance industry sources.

overseas on business,” said Carl Carter of Voyager Insurance Services. “They are also becoming very aware that the 'best price' may not always offer the ‘best cover’, and in some circumstances may not even be fit for purpose, especially when their employees are travelling further afield, to hostile locations, or are having longer duration travel assignments on business.”

insurers are responding to demand by creating more flexible, cost effective policies to meet the needs of small to medium sized enterprises (SMEs) as well as larger companies

Increasing awareness “Corporate clients are becoming increasingly aware of their duty of care to protect their staff when sending them

Businesses that fail in their duty of care face ‘significant and onerous’ fines and penalties, as may individuals within such businesses,” he warns.

“This is not something to be taken lightly by any employer.”

Awareness of the need for duty of care is on the increase in the US, as it is elsewhere, and corporate clients appear less inclined to automatically opt for the cheapest policy available, according to Megan Cruz, Executive Director of the US Travel Insurance Association. “Price will always be an issue when purchasing business travel insurance, but there seems to be more tolerance in the market for ‘best product’ versus ‘cheapest product’,” she said.

Business travel policies already offer companies a high level of flexibility, she pointed out, allowing them to tailormake cover according to their needs: “Business travel accident insurance (BTA) is a very customisable product, so a company can choose who to cover (for example, executives but not all employees) and when they are covered, but also for how much. The core benefit is accidental death and dismemberment so pricing varies greatly – for example, when offering [a benefit of] $50,000 versus $1 million. Companies may prefer to cover all employees under an annual policy for peace of mind – it is difficult to predict who will travel and when, so this approach ensures that all business trips are covered.”

A common misconception is that BTA applies only to air travel, Cruz added: “In fact, BTA is travel by any means (plane, train, bus, personal vehicle or on foot) as long as there is a business purpose.”

Mix and match In the UK and elsewhere, insurers are responding to demand by creating more flexible, cost effective policies to meet the needs of small to medium sized enterprises (SMEs) as well as larger companies, Carter said.

“Budgets are under increasing pressure in the current economic climate,” he told ITIJ, “hence when we recently designed VoyagerProtect and a new suite of business travel insurance products aimed at SMEs with up to 500 staff and for multinational corporates, we made sure in our product design that we offered a spread of benefit levels that cater for those at both ends of the spectrum – from those that need it as affordable as possible to those that want some of >>

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FEATURE the highest levels of cover, service and benefits available in the marketplace.

“Travel insurance needs vary from business to business, [so] a one-sizefits-all approach does not fit for most businesses that need travel insurance.

To allow for this, not only do our products offer a range of cover levels and options, but we are also able to offer flexible ‘mix and match’ solutions for members within an employee group based on their employee class or job description. This allows an employer to ensure that they have the right cover for the right employees.”

As Cruz pointed out, business travel products that are already on the market can offer considerable flexibility for companies of all sizes. However, Carter opined, there are still opportunities for creative travel insurers to develop even more business travel products for SMEs whose budgets are smaller than those of large corporate clients.

With fewer travelling employees, SMEs are potential customers for policies that meet their specific, more limited needs. Unlike bigger corporations, for which an umbrella-style policy may be more suitable, small businesses are likely to have a clearer idea of who is going where, and when, and will shop around for insurance accordingly.

“The needs of an SME are typically different to those of a big corporation and so is the process of arranging cover,” Carter explained. “Large corporations and multinationals tend to obtain their quotations based on the travel pattern of the business and its employees rather than on specific individuals or census lists, whereas SMEs and smaller

businesses tend to know who is travelling and can obtain quotes based simply on cover level and number of employees.”

Carter believes that there is definitely increasing awareness among employers of their duty of care towards their travelling employees. However, he told ITIJ, ‘this does not put them in a weak negotiating position as this is countered by a range of supply within the travel insurance market in offering SME and business travel insurance solutions’. “Demand is certainly increasing for business travel insurance,” he added, “and employers are becoming more informed about their needs. This creates an opportunity for us within the travel insurance industry to continue to design flexible solutions to help meet their needs.”

Changing environments “We have also been able to adapt our SME travel insurance products to meet the changing environments that businesses and their travelling staff find themselves in,” said Carter. These include what he claims as the travel

Demand is certainly increasing for business travel insurance … [creating] an opportunity for the travel insurance industry to continue to design flexible solutions insurance industry’s first dedicated option to provide cover for terrorism disruption before a trip or after departure. Such policies should find a market among corporate travel planners. The most noted

steps taken by companies in response to environmental and conflict- and terror-related risks have been to restrict business travel to areas perceived as high risk and to invest in risk management solutions, according to the GBTA. Megan Cruz concurred with Carter that travel insurers are responding to the requirements of smaller businesses as well as larger clients. “Business travel accident insurers in the US are product specialists,” she said, “and not necessarily segmented by size. Insurance plans can be customised at the SME level and prices and value are still competitive.”

However, she cautioned, smaller

itic.co

companies may be less savvy in terms of risk management and choosing the right policy: “The SME buyer may not have its own risk management department, or travel booking company, so they as well as their broker, may not be educated on BTA or understand the product needs.”

Demand for business travel cover 'seems to be increasing' in the US, Cruz concluded. “BTA was once considered an ancillary benefit, but has grown to be a critical risk management tool for many employers.” This, she told ITIJ, has helped to increase awareness of the need for such products, which can only be a good thing. ■

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The 26th annual International Travel & Health Insurance Conference

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NO ROOM AT THE HOSPITAL The pervading issue of hospital bed shortages in Canada continues to affect the ability of assistance providers to bring patients back to the country for medical care. Milan Korcok explores how Canada’s overcrowded hospitals are blunting patient repatriations > >

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light time from the Dominican Republic to Toronto is only four hours (1,847 miles). Yet for Bryan Sockett, a Canadian snowbird stricken with pneumonia while vacationing in the Caribbean, going home was a trip too far. In January, after two weeks of deteriorating health in a Dominican hospital (while his family and travel insurer fought to secure him a hospital bed in the Toronto area), Sockett died in a Florida hospital where he had finally been rushed to try to stave off the inevitable.

Expressing the frustration of the family’s efforts, Sockett’s daughter related via Facebook: “I’m extremely saddened and outraged at the state of our healthcare system today.” Well, she is not alone.

Shortly after the Socketts’ sad encounter, another Canadian snowbird, being treated in a Mexican hospital for a brain hemorrhage, was forced to wait five days for transfer to a hospital in Ontario’s Niagara peninsula while his condition worsened. He died shortly after his return.

Of that encounter, provincial MPP Peggy Sattler admitted on her Facebook page that she had failed in her efforts to secure a bed for her constituent: “He had a right to expect that our healthcare system would be there when he needed it most.”

These horror stories don’t end there, as another Ontario man being treated for a shattered pelvis, broken arm and back in Costa Rica was forced to wait six painful days for a hospital bed to become free in the Hamilton area before he could be transferred home by air ambulance.

Opposition party leader in the provincial legislature Andrea Horwath issued a news release condemning the governing Liberals for perpetuating a hospital bed shortage throughout the province.

There are more such stories that have now become a routine litany, and not only in Ontario, where according to the Ontario Hospital Association’s own report at the end of last year: “Hospital

occupancy exceeded 100 per cent capacity at about half of the province’s hospitals, and in some cases, occupancy reached as high as 140 per cent. To put this into perspective, the international

finding and securing available acute care or rehab beds for injured or seriously ill travellers … has often been difficult and sometimes impossible

standard for safe hospital capacity is around 85 per cent. Wait times for patients admitted through the emergency department were the longest during the month of September over the last seven years with 10 per cent of patients waiting approximately 32 hours.”

In the province of Quebec, despite a recent $100-million government investment to ease emergency room crowding, ERs are still as crammed as ever – the Montreal General Hospital running at 129 per cent capacity at times, with patients being treated on stretchers in hallways, lounges, TV rooms, or any space large enough

to accommodate them. In other provinces, the stories are similar.

To be clear, shortages of acute care or rehabilitation beds can’t be isolated from other segments of institutional healthcare. If patients in an overloaded emergency department can’t transition smoothly to acute care beds, which in turn are overcrowded with patients who should be in long-term or rehab beds, then hospital gridlock occurs.

For at least two decades, provincial governments have been pledging more and more millions of dollars to alleviate seasonal hospital ER and acute care bed overcrowding, especially during Canada’s long flu seasons. But the overcrowding has continued beyond those seasons and has become the norm.

Yet, according to the Fraser Institute, a think tank that advocates a more active private sector role in healthcare, data from the Canadian Institute on Health Information and the OECD show that despite Canada having one of the most expensive universal healthcare systems in the OECD, it rates only 25th out of 29 in the number of practising physicians (proportionate to population), and 27th out of 27 in number of available acute care beds in 2015. It also ranked last of all its OECD cohorts in measurements of wait times for specialist care and access to healthcare (Commonwealth Fund-CIHI).

Consequently, as many Canadian travel insurers and assistance professionals have been forced to explain to the media and anxious families over the past two decades: finding and securing available acute care or rehab beds for injured or seriously ill travellers seeking timely repatriation has often been difficult and sometimes impossible.

Any bed will do?

Will McAleer, President of World Travel Protection (WTP) and President of the Travel Health Association of Canada (THIA), underscores the difficulty of negotiating the process: “Getting a Canadian home at time of emergency can

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FEATURE be a difficult task to accomplish and it varies from province to province. While we generally have more success with acute care beds, there can be significant delays when looking for rehab beds in provinces where a singular point of contact and coordination does not exist. When working in these provinces (Ontario and Quebec, for example) assistance teams have to find availability in the local catchment area … near their home, and then find a physician willing to accept the patient and then confirm back with the hospital that they do in fact have an available bed.”

Given the logistics related to bringing a patient home by air ambulance, said McAleer, beds can disappear, or patients miss their ‘fit to travel’ window, leaving them in a foreign hospital longer than either the insurer or patients – and family – would prefer.

McAleer notes that THIA has been brought into discussions with Ontario’s health ministry to offer industry input but says it is unlikely they will be open to keeping such beds open ‘solely for repatriated patients’.

Gratia Derde, Director of Case Management at Global Excel, explains that ‘one of the most glaring issues’ with repatriation is that ‘if a patient needs to return home for rehabilitation in the current system, the patient must be admitted into an acute bed (first) when they could go into rehab instead’. She contends that Canadians should be guaranteed a right of return ‘without the stress and hurdle of a bed search and be admitted to an ER where they can be assessed and admitted into the right bed’.

Dr Ferial Ladak, Medical Director, Essential Care at Global Excel, adds that the requirement that patients must first be assessed in an acute care bed even if they have already been assessed at the treating facility abroad only prolongs their hospital stay and uses up acute care beds in Canada unnecessarily. She adds: “Patients needing emergency procedures should be able to come to the emergency room by air ambulance and be assessed like any other Canadian. This especially should be available when patients are coming from countries that do not have the standard of care we have in Canada.”

Bed database access Canadian travellers have long complained that once they leave the country for vacations or other trips, the tax-financed, provincially administered health insurance coverage they have paid for all their lives deserts them – paying only minimal amounts (perhaps up to 10 per cent) of any emergency medical bills they generate abroad. Though the great majority of travellers are accustomed to buying insurance for trips they take out of the country, they feel they should not be discriminated against for accessing those services if they need them while travelling. After all, they have paid for them, first of all in their taxes, and again for their private travel insurance benefits, including air ambulance or repatriation.

Miranda Hanna, Manager of Case Management for Active Care Management, believes that ‘ultimately, Canadian health officials, hospitals, and providers must take responsibility for out-of-country patient access to healthcare’. She notes that though the Ontario Ministry of Health has stated

that there are many beds available throughout the province, ‘assistance companies do not have ready access to beds outside the patient’s catchment

Hospital occupancy exceeded 100 per cent capacity at about half of the province’s hospitals area’. “Ideally, an assistance provider should be able to notify the catchment area hospital that a patient requires a particular bed,” she said, “without waiting for permission to deliver the patient.

Repatriations will always take at least six to eight hours to co-ordinate and execute (typically 24 hours plus). This should give the catchment hospital sufficient time to either locate a bed internally or secure a bed at another hospital.”

Hanna also notes that Local Health Integration Networks and provincial health ministries should develop clear channels for assistance teams to access when a bed is unavailable and there is a narrow window for transfer. There should also be an upper limit for acceptable bed turnaround time for cases that are important but not emergent.

WTP’s McAleer contends that there is a need for greater co-ordination by the ministries of health in provinces

where a dedicated repatriation service doesn’t exist. He notes that British Columbia’s (BCPTN—Patient Transfer Network) and Alberta’s (RAAPID Referral, Access, Advice, Placement, Information & Destination) have shown positive results in assisting repatriations, ‘but other provinces need to create systems to support repatriations in a way that treats patients seeking admission from outside the country the same as if they arrived in an ER in a regular ambulance without wings’.

A problem deeper than repatriation?

For more than two decades, provincial governments have been assigning >> more and more public funding to

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51

FEATURE overburdened emergency departments, acute care beds or long-term care or rehabilitation facilities. But a study by the Commonwealth Fund, in association with the Canadian Institute for Health Information, which compared Canada’s performance in accessing key health services with Australia, France, Germany, the Netherlands, New Zealand, Norway, Sweden, the UK and the US, found that Canada’s standing was rated the ‘worst’ in patients’ ability to get an appointment on the same or the next day, to wait for treatment in an emergency department, to wait to see a specialist and to wait for elective surgery; and second ‘worst’ in ability to get after-hours care (without visiting an emergency room).

In another survey by the Commonwealth Fund of 11 economically developed countries, Canada showed the highest proportion of patients waiting four or more hours for attention in the emergency department – 29.5 per cent.

That compared to just 1.5 per cent who waited four hours or more in France, 7.9 per cent in the UK, 3.3 per cent in Germany, and 11.2 per cent in the US. The survey also showed that 90 per cent of all ED visits leading to inpatient admission were completed within 32.6 hours, meaning 10 per cent waited longer than that, a 3.3-hour increase in waiting time from 2015-2016.

Room for private funding?

When provincially funded health insurance plans clapped strict lids on what they would pay for travellers’ emergency medical expenses generated abroad in the early 90s, private health insurers quickly and abundantly filled the void. They freed up provincial treasuries to concentrate on domestic priorities, while at the same time allowing Canadians to fulfill their unquenchable thirst for travel. It was a win-win.

In underscoring Canada’s relatively poor performance on healthcare access

Local Health Integration Networks and provincial health ministries should develop clear channels for assistance teams to access when a bed is unavailable measurements in these various surveys, the Fraser Institute emphasises that of the nine countries in the survey already cited, Canada is the only country that disallows private financing for medically necessary services, and

relies almost exclusively on prospective global budgets to fund its hospitals ‘in contrast to other countries that are increasingly moving towards payment based on some measure of activity’.

Global Excel’s Dr Ladak suggests that instead of focusing on bed shortages, provincial ministries should: work on improving availability of skilled nursing facilities and rehab beds and use private nursing homes to help move patients to the care they require fast; facilitate access to private clinics and freestanding facilities to do surgeries that are now being done in hospital – procedures such as gall bladders and arthroscopies; and shift more palliative care that is now done in hospitals to private nursing home settings.

ACM’s Hanna emphasises also that ‘regardless how patients are entering the system (via ER, elective admission, or inter-hospital transfer), funding must be tied to overall performance of bed allocation teams, catchment size and patient volume and seasonality’. In addition, she suggests the need for development of a system to track turnaround time for accepting patients via out-of-country transfers and incorporating these data with all other patient-flow metrics in accurately allocating funding.

It’s clear that smoothing out the flow and process of bringing Canada’s sick and injured back home to be cared for by the health system they have already paid for makes simple sense. Repatriating patients is a function with many moving parts and often not a lot of time to do it.

But in an environment already critically stressed and overburdened with other priorities, it’s going to take more than a few scary headlines to fix it. ■

In April, a series of meetings with the Travel Health Insurance Association (THIA) and the Canadian Life and Health Insurance Association, the Ontario Ministry of Health and Long-Term Care confirmed the implementation of a ‘short term’ plan to assist patients requiring repatriation who have been initially denied bed access. The Ministry noted that it saw its objective of ensuring that all Ontarians have equal access to beds as potentially taking somewhat longer to resolve, but that it would ‘escalate’ the process by assigning a task team in the Ministry that insurers, assistance companies or other bed finders may contact for immediate assistance in securing appropriate beds on an urgent basis. In order to be eligible for this ‘escalation’, the case would need to have been first rejected by a hospital or physician.

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FEATURE

MEDICAL PROVIDER OF THE YEAR

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PROFILE

SIMPLIFYING COMPLEXITY Paula Covey, Chief Marketing Officer for Health at Allianz Partners, talks to ITIJ about her career, technological innovation, and the challenges of 21st Century healthcare provision How did you first get started in the international health insurance industry, and how did you come to be where you are now?

In 1996 I moved from a role in domestic UK health insurance with Bupa to their International Health business. The role was primarily operational; sorting out the claims function and creating a scalable way forward. It was a crucial time as IPMI was really starting to take off. As the company grew I moved through the organisation, with time spent in operational, product development, marketing and market development roles and directorships.

A consistent focus on the customer has been at the heart of every role I’ve ever held, none more so than at Allianz Partners. I joined the Allianz Group in July 2016 as Head of Health in Global Life and Health, before moving to Allianz Partners in September 2017. Their focus on helping and protecting customers was a major selling point and something that really appealed. I truly believe that helping customers to stay healthy and being able to offer easy access to care, whenever and wherever required, is a fantastic reason to come to work every day.

Telemedicine is a burgeoning aspect of providing access to care. How is Allianz Partners leveraging such services?

Where and how people access care is changing the healthcare landscape.

Today we’re seeing a distinct move from acute intervention to monitoring and assessment. Our in-house developed telemedicine solution for customers is now going live in France. It’s a very exciting time for us and visible proof of the fruits of our labour. This solution has been developed as a global customer interface, ready for roll out to several markets.

In addition, we also have a programme underway to develop critical doctor and consultant global networks and the technology platforms to support such developments. This is not about replacing doctors; rather it’s about providing the right technology, tools and quality for people to make choices. Convenience is a big value driver for customers. We’re developing models with several partners with expertise in these fields and with medtech companies who also recognise these changing trends in how and where care is administered.

Apps are an ever-popular platform for communicating with insureds. How do you see this function developing within the international travel and health insurance marketplace?

We already have a number of apps available to our customers, such as TravelSmart and MyHealth. In terms of development, we believe that the most important consideration is understanding what’s really important to the customer. Our

customers tell us that speed, simplicity and convenience are what matters to them.

There are developments underway for additional services on app platforms. At the core, though, is asking how a digital setting and solution can take hassle away from our customer or improve the overall outcome.

We’re doing this by looking at the potential pain points a patient can have through a health journey and developing solutions to alleviate these. It’s not about apps for apps’ sake, but really focusing on how we can create better outcomes for our customers.

How does Allianz Partners go about building and maintaining its network of medical providers around the globe?

As a client-driven organisation, we strive to ensure that we build networks where our members are located. Our goal is to enhance the customer experience through improved direct billing, and by ensuring quality treatment and services are available within our network. Our global medical provider network team, located across all continents, has a presence on the ground, enabling close management and monitoring of treatment cost and quality (through initiatives such as our hospital evaluation programme), and maintaining services for members.

As an international insurer, we are driven by a strong focus on delivering services through the implementation of easy-to-use digital interfaces for medical providers – a core component of this is the development of a provider portal which will allow providers to check eligibility, upload claims for straight-through processing, and access the status of their claims with the touch of a button. Development of digital solutions

Allianz Partners is working with a number of medtech and pharma companies to look at how we shape more innovative solutions for customers with the aim of driving costs down and customer care up. It’s a fascinating area and more innovation will come through partnerships than simply believing we can solve all elements as insurers alone.

IT IS OUR DUTY TO BE UNRELENTING IN [OUR] GOAL OF SIMPLICITY is in line with our overall organisational focus on becoming truly digital across all components of the value chain.

What in your view are the major challenges facing providers of international health insurance, and how are these being met?

I would say that continued medical inflation is a major challenge. It can be partly attributed to increased medical developments and technology, but we cannot ignore the increasing burden of chronic diseases coupled with ageing populations.

Our development of teleconsultation and telemedicine solutions is part of the answer but we also need to do more to help employers drive prevention and wellness programmes. This is a major challenge centred around data and also in changing personal behaviours and attitudes, which we all know is hard to do. We are developing programmes and services in this area but the scale of the change required should not be underestimated.

Do you think providers of health insurance are doing enough to anticipate the evolving needs and demands of customers, and how is technology helping to meet these demands?

How do you define ‘enough’? It is clear that understanding the landscape from the customer’s viewpoint rather than internally is crucial for any successful strategy. With health, though, it’s about how we combine customer needs with the right expertise.

Technology and particularly digital solutions help enormously as they offer increased convenience and transparency. They also enable us to have a better view of what services help and what gets the right results for our customers. Anticipating needs is obviously part of the story but, increasingly, data and sharing insights with customers will create more value overall.

What are the most challenging aspects of your job?

Simplicity – keeping the complexity of increasing regulation and country variations, sometimes conflicting aspects of the different healthcare systems, simple, in terms of end proposition design for the customer. It is our duty to be unrelenting in this goal of simplicity.

What are your proudest achievements,

both professionally and personally?

Professionally there have been quite a few, such as entering new markets or particular product innovation successes; however, the things that really make me proud are what our people and teams do for our customers.

The nature of our industry means that of course there are medical evacuations and creating solutions that make you proud you are part of an organisation like ours. For me, though, it’s much more about the little things, like our case management nurses who continue to check in daily with a patient’s mother, long after the danger has passed, but a connection has been created and I am sure hugely appreciated. I guess that’s why I am still working in IPMI after more than 20 years. I always feel our customers need that bit more care as they are often in a different country to their home country, at some of their most vulnerable moments.

From a personal perspective, it would have to be summiting Kilimanjaro a few years ago and then working in the Tanzanian Orphanages that we had raised money for. Priceless.

If you could do any other job in the world, what would it be and why?

That’s a tough question. Although it may seem cliché I really do count myself lucky to be in the role that I am. If I had to choose I’d be a little cheeky as there’s actually two very different directions that appeal. Somewhat related to my current field in healthcare, I’d like to have been a doctor. The idea of being able to keep people healthy and offer solutions really appeals to me. In a completely different direction, I’d also love to be the person who designs the doodles on the Google homepage. I think that’s my creative streak trying to break out! ■

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SERVICE DIRECTORY SERVICE DIRECTORY

For all Service Directory enquiries email: sales@itij.com or please call +44 (0) 117 925 5151 (opt. 1)

Your essential guide to suppliers for the global travel and health insurance industry CATEGORY KEY

ADDITIONAL BUSINESS CLASSIFICATION HEADINGS AVAILABLE ON REQUEST

AVAILABLE ONLINE itij.com/service-directory

55

SERVICE DIRECTORY

Ace Air & Ambulance (Pvt) Ltd.

James Halsted, – Managing Director 2 Mount Road, Avondale, Harare, Zimbabwe +263 (4) 302 141 +263 (782) 999 901/2/3/4

tel: tel:

james@ace-ambulance.com www.ace-ambulance.com

email: website:

AMREF Flying Doctors Dr Bettina Vadera – Medical Director Wilson Airport, LangataRoad, PO Box 18617, Nairobi, KENYA tel: fax:

+254 20 6000 090 +254 20 344 170

email: website:

emergency@flydoc.org www.flydoc.org

Awesome Air Evac

AIR AMBULANCE (EUROPE) (ASIA-PACIFIC)

AIR AMBULANCE (AFRICA)

For all Service Directory enquiries email: sales@itij.com or please call +44 (0) 117 925 5151 (opt. 1)

Dr.Sura Jaidwatee, M.D. – Medical Flight Manager 222 Don Mueang International Airport Office Building 3rd Floor, Vibhavadi Rangsit Road, Sanambin, Don Mueang, Bangkok 10210, THAILAND 24h tel: +662 247 3392 email: m.w@medicalwings.com fax: +662 535 4734 website: www.medicalwings.com

Air Alliance Medflight GmbH Eva Kluge – Director of Sales & Business Development SIEGERLAND AIRPORT, Werfthalle G1, 57299 Burbach, GERMANY +49 170 366 4933 +49 2736 4428 45

mob: 24/7 tel:

e.kluge@air-alliance.de www.air-alliance.de

email: website:

AIRLEC Air Espace

Shane Marais – General Manager

Paul Tiba – Managing Director

Hanger 104C, Gate C, Lanseria Airport, Lanseria, SOUTH AFRICA

Zone Aviation Générale, 33700 Mérignac Cidex 05 FRANCE

tel:

+27 11 430 1777

email: website:

+335 56 34 02 14 +335 56 55 98 18

24Hr tel: fax:

rescue@awesomeairevac.com www.awesomeairevac.com

paul.tiba@airlecairespace.com www.airlecairespace.com

email: website:

Capital Air Ambulance

ER24 24/7 Flight Desk

Lisa Humphries – Sales Director

Cambridge Manor Office Park, Manor 1, Stone Haven Road, C/o Witkoppen & Stone Haven Roads, Sandton, Paulshof, SOUTH AFRICA tel: +27 (0) 10 205 3100 email: flight@er24.co.za fax: +27 (0) 866 781 507 website: www.er24.co.za

Airport House, Exeter International Airport, EX5 2BD, UK tel: fax:

sales@capitalairambulance.co.uk www.capitalairambulance.co.uk

email: website:

Dr Jean-Philippe MATTEI – Medical Director

Mr Nick Simon – Business Development Manager

Dar El Bacha - Tizougarine 5, 40000 Marrakech Medina, MOROCCO

Funtington Park, Funtington, Chichester, UK, PO18 8RG, UK

tel: fax:

+212 5 24 38 13 88 +212 524 428 436

email: website:

tel: fax:

operations@medic-air.com www.medic-air.com

+ 44 (0) 1243 621 107 + (0) 1243 621 006

privaterepats@cegagroup.com cegagroup.com

email: website:

DRF Luftrettung / German Air Rescue

AirMed Australia Matthew Kline & Mark Wardrop – Executive Directors

Dr. Peter Huber – CEO

German Air Rescue – Claim-Variante rot / schwarz

Hangar 650 Drover Road, Bankstown Airport. NSW, Sydney, AUSTRALIA 2200 tel: +61 2 8700 0685 email: ops@airmed.com.au fax: +61 2 8700 0663 website: www.airmed.com.au

Rita-Maiburg-Str. 2, D-70794 Filderstadt, GERMANY German Air Rescue

24h tel: fax:

+49 7007 3010 +49 7007 3119

email: website:

ops@drf-luftrettung.de www.drf-luftrettung.de/air-ambulance

EURO LINK GmbH

Alia MedFlight Scott Everson – Vice President

Dr. Friedrich Renner – Medical Director

9382 E Bahia Drive, Suite B202, Scottsdale, AZ 85260, USA

Allgemeine Luftfahrt, D -85356 München Flughafen, GERMANY

tel: fax:

602-800-7070 855-831-5092

email: website:

tel: fax:

ops@aliamedflight.com www.aliamedflight.com

+49 89 6137 2103 +49 89 6137 2106

email: website:

info@flyeurolink.de www.FlyEuroLink.de

European Air Ambulance

Asia Air Ambulance Mr. Toranit Sripal – Managing Director

Patrick Schomaker – Director Sales & Marketing

Asia Air Ambulance Co. Ltd., Bangkok599/59 Ratchadaphisek Road, Jatujak, Bangkok 10900, THAILAND tel: +668 9896 9000 email: operations@asiaairambulance.com fax: +662 192 1801 website: www.asiaairambulance.com

Luxembourg Airport, B.P.24, L-5201, Sandweiler, LUXEMBOURG 24hr tel: fax:

+352 26 26 00 +352 26 26 01

email: website:

alert@air-ambulance.com www.air-ambulance.com

FAI – rent-a-jet AG

EDS AVIATION PTE LTD

AVIATION

+44 845 055 2828 +44 1392 350 039

CEGA Group

Medic’Air International

(ASIA-PACIFIC)

Medical Wings

Shik – Managing Director

Volker Lemke – Director Sales and Marketing CSO

33 Ubi Avenue, #08-13, Vertex Tower B, SINGAPORE, 408868

Flughafenstasse. 124; 90411 Nuremberg; GERMANY

tel: fax:

+65 9836 3265 +65 6846 9542

email: website:

tel: fax:

info@eds-aviation.com www.eds-aviation.com

+49 911 36009 31 +49 911 36009 59

email: website:

Volker.lemke@fai.ag www.fai.ag

GlobalMed International

Flying Doctors Asia Prithpal Singh – CEO , Director

Gert Muurling – CEO & Medical Director

A’Posh Bizhub, 1 Yishun Industrial St 1, #08-03, SINGAPORE, 768160

Auf Roedern 7c, 56283 Pfaffenheck, GERMANY

+65 6483 5412 +65 6734 1338

tel: fax:

email: website:

tel: fax:

prithpal@flyingdoctorsasia.com www.flyingdoctorsasia.com

+49 6742 897 425 +49 3212 100 5018

email: website:

info@globalmed-international.com www.globalmed-international.com

Jet Executive International Charter

LifeFlight

Irena Dimitrijevic – Marketing & Sales

Peter Elliott – Fixed Wing Operations Manager

Mündelheimer Weg 50, D-40472, Düsseldorf, GERMANY “Homebase FRA & MUC” tel: +49 211 602 7775 email: sales@jetexecutive.com fax: +49 211 602 77766 website: www.jetexecutive.com

PO Box 15166, City East, QLD 4002, AUSTRALIA 24/7 (int) tel: fax:

+61 7 5553 5955 +61 7 5553 5965

email: website:

ops@lifeflight.org.au www.LifeFlight.org.au

JOIN JET

Medic’Air International 每递安国际 Dr Li Tao – Medical Director

Carsten Vistisen – General Manager

885 Renmin Road, Huaihai China Building, Room 808, 200010 Shanghai, CHINA

Cumulusvej 10, 7190 Billund, DENMARK

tel: fax:

+86 2163 558289 +86 2163 558285

email: website:

24hr tel: fax:

operations@medic-air.com www.medic-air.com

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+45 701 040 90 +45 701 040 90

email: website:

ems@joinjet.com www.joinjet.com

For all Service Directory enquiries email: sales@itij.com or please call +44 (0) 117 925 5151 (opt. 1)

Malteser Service Center

(NORTH AMERICA)

AIR AMBULANCE (EUROPE)

SERVICE DIRECTORY

Johannes Hoischen – International Network and Repatriation Erna-Scheffler-Strasse 2, 51103 Köln, GERMANY +49 221 98 22 9333 +49 40 694597 61339

tel: fax:

ambulance@malteser.org www.malteser-service-center.de

email: website:

Medic’Air International Dr Herve Raffin – General Manager 35 rue Jules Ferry, 93170 Bagnolet, Paris, FRANCE +33 141 72 1414 +33 148 57 1010

tel: fax:

email: website:

Mike Honeycutt – President

Jet icu

2561 Rescue Way, Brooksville, FL 34604, USA

When Experience Matters.

tel: fax:

+1 352 796 2540 +1 352 796 2549

ops@jeticu.com www.jeticu.com

email: website:

Jet-Rescue Air Ambulance Carlos Salinas – CEO Suite 100, 7777 Glades Road, Boca Raton, Florida 33434, USA

operations@medic-air.com www.medic-air.com

tel:

North Flying a/s

+1 786 619 1268

email: website:

operations@jet-rescue.com www.medjetsUSA.com

REVA Inc Jesper Kragelund – Sales Manager

Stuart Hayman – CEO

North Flying Terminal, Aalborg Airport, DK-9400, Nørresundby, DENMARK tel: +45 9632 2900 email: jkr@northflying.com website: www.northflying.com fax: +45 9632 2909

2101 W. Commercial Blvd., Suite 1500, Fort Lauderdale, Florida 33309, USA tel: +1 954 730 9300 email: operations@flyreva.com fax: +1 954 485 6564 website: www.flyreva.com

Quick Air Jet Charter GmbH

Skyservice Air Ambulance

Philipp Schneider – Account Manager

David Ewing – Senior Vice President, Global Markets

Hangar 3, Cologne Airport, 51147 Cologne, GERMANY

Montreal/PE Trudeau Int Airport, 9785 Avenue Ryan, Montreal (Quebec), H9P 1A2, CANADA tel: +1 514 497 7000 email: alert@skyservice.com fax: +1 514 636 0096 website: www.skyserviceairambulance.com

ops@quickair.de www.quickair.de

email: website:

Swiss Air-Rescue (Rega) Stefan Becker – Head of Corporate Development Rega-Center, PO Box 1414, CH-8058 Zurich, SWITZERLAND +41 44 654 33 11 +41 44 654 33 22

tel: fax:

stefan.becker@rega.ch www.rega.ch

email: website:

Tyrol Air Ambulance Manfred Helldoppler – Managing Director Fuerstenweg 180, A-6026 Innsbruck-Airport, AUSTRIA +43 512 22422 100 +43 512 288 888

tel: fax:

taa@taa.at www.taa.at

email: website:

ASSISTANCE COMPANIES (AFRICA)

+49 2203 955 700 +49 2203 955 7020

tel: fax:

AIMS Bernadette Breton – Chief Executive Officer AIMS House, 3 West St, Bryanston 2191, Johannesburg, SOUTH AFRICA tel: +27 11 783 0135 email: operations@aims.org.za fax: +27 11 783 2950 website: www.aims.org.za

AMREF Flying Doctors Dr Bettina Vadera – Medical Director Wilson Airport, Langata Road, PO Box 18617, Nairobi, KENYA tel: fax:

+254 20 6000 090 +254 20 344 170

emergency@flydoc.org www.flydoc.org

email: website:

Assistance Group Menasa

AC Global Medical Transports

Milan Floribus – President

Christian Deloughery – CEO

8775 Aero Drive, Ste 120, San Diego, CA 92123, USA

Unit 4G, Gold Tower, JLT, Dubai, PO Box 128538, UNITED ARAB EMIRATES tel: +971 52 490 4258 email: cdeloughery@assistancegroup.ae website: www.assistancegroup.ae

+1 858 437 5131 +1 858 408 7856

tel: fax:

email: website:

milanfloribus@gmail.com acglobalmedicaltransports.com

Aeromedevac Air Ambulance

CONNEX Assistance

Adam Williams – President

Dr Helmy El Tanahy – CEO

Gillespie Field Airport, 681 Kenney Street, El Cajon, CA 92020, USA +(800) 462 0911 +(619) 284 7918

toll free: fax:

email: website:

Office 11, Floor 1, 6 El Sad El Aali st, Dokki, Cairo, EGYPT

awilliams@aeromedevac.com www.aeromedevac.com

tel: fax:

AirEvac International

+1 619 754-6755 +1 619 330 4551

email: website:

PO Box 1578, Gallo Manor, 2052, SOUTH AFRICA info@aeiamericas.com www.aeiamericas.com

Alia MedFlight Scott Everson – Vice President 9382 E Bahia Drive, Suite B202, Scottsdale, AZ 85260, USA tel: fax:

602-800-7070 855-831-5092

email: website:

ops@aliamedflight.com www.aliamedflight.com

CEGA Group Mr Nick Simon – Business Development Manager Funtington Park, Funtington, Chichester, UK, PO18 8RG, UK + 44 (0) 1243 621 107 + (0) 1243 621 006

tel: fax:

email: website:

privaterepats@cegagroup.com cegagroup.com

tel: fax:

Global Jetcare, Inc.

+27 (0)11 259 5403 +27 (0)11 259 5001

24hr email: website:

assistance@mso.co.za www.mso.co.za

AA International Sharon Tan – Director ASIA tel: fax:

+603 7965 3883 +603 7629 8288

email: website:

marketing@aa-international.com www.aa-international.com

AIG Travel Martin Villarino – General Manager, AIG Travel Asia Pacific Level 15 Menara Worldwide, 198 Jalan Bukit Bintang, 55100 Kuala Lumpur, MALAYSIA tel: +603 2772 5555 email: martin.villarino@aig.com fax: +603 2685 5673 website: aig.com/travel

ASIAN TRAVEL AND MEDICAL SERVICES

Bart Gray – President

Rahul Gupta – Sr. Manager - International Business

15421 Technology Dr. Brooksville, FL 34604, USA tel: fax:

alarm@connexassistance.com www.connexassistance.com

email: website:

Brenda Durow – General Manager - Assistance

3404 Bonita Rd, Chula Vista, Ca. 91910, USA tel: fax:

+202 3 336 0005 +202 3 762 0003

Medical Services Organisation (MSO)

Raul Mendoza – President / CEO

ASSISTANCE COMPANIES (ASIA-PACIFIC)

AIR AMBULANCE (NORTH AMERICA)

JET ICU

+1 352 799 7771 +1 352 799 7776

email: website:

131/1 , PICNIC GARDEN ROAD , KOLKATA - 700039 , INDIA bart@globaljetcare.com www.globaljetcare.com

tel: fax:

57

0091-9836309173 033-23440170

email: website:

rahul.gupta@asiantms.com www.asiantms.com

Alpine Rescue Service Pvt Ltd 'Mission: Save Life' Mr. Ram Nepal – Executive Director Ekikaran Sadak, 16 Kha.2.37, Naya Bazar - 16, Kathmandu, Nepal, POBOX: 21100; NEPAL 24/7 tel: +977 1 436 2652 email: 24/7 fax: +977 1 442 5111 website:

info@alpine-rescue.com www.alpine-rescue.com

AP Companies KAZAKHSTAN Elmira Turmagambetova – General Manager 4, 148 Mamir, Auzovskiy region, Almati, KAZAKHSTAN + 7 727 350 52 76

tel:

email: website:

KZT@ap-companies.com www.ap-companies.com

ASSISTANCE COMPANIES (ASIA-PACIFIC)

SERVICE DIRECTORY Global Doctor China Regina Zheng – Operations Manager Unit 808/811, Level 8, No.88, Bai Zi Wan Nan Er Road, Chaoyang District, Beijing, P.R.,100022 CHINA tel: +86 10 5815 1188 Ext. 812 email: regina@globaldoctor.com.au fax: +86 10 8775 9138 website: www.globaldoctor.com.au

Global MediCALL Assistance Sridhar K – Chief Operations Officer MALAYSIA tel: fax:

Beltway Office Park Tower C 2nd floor Jl. TB Simatupang Kav. 41, Jakarta 12550, INDONESIA tel: +6221 80866000 email: med.assistance@medikaplaza.com website: www.medikaplaza.com

4a, Uzumzor street, Ulukbek region,Tashkent, UZBEKISTAN +9 987 123 890 41

email: website:

uzb@ap-companies.com www.ap-companies.com

Asian Assistance – Myanmar Dr Yin – Chief Medical Officer No 29,3rd floor,35th Street, Kyauttada Township,Yangon, MYANMAR tel:

+95 979 584 3944

marketing@globalmedicallassistance.com

email:

Dr Nino Susanto – Operational Director

Ilhom Sadikov – Business Development Manager tel:

+6 03 3359 6969 +6 03 3359 6161

MEDIKA PLAZA

AP Companies UZBEKISTAN

(EUROPE)

ASSISTANCE COMPANIES (ASIA-PACIFIC)

For all Service Directory enquiries email: sales@itij.com or please call +44 (0) 117 925 5151 (opt. 1)

email: website:

Myanmar@asian-assistance.com www.asian-assistance.com

ADAC Ambulance Service Christoph Ullrich – Senior Manager International Network Hansastr. 19, D - 80686 Munich, GERMANY tel: 24h Alarm:

+49 89 7676 2912 +49 89 7676 8912

email: website:

christoph.ullrich@adac.de www.adac.de/ambulance

AIG Travel

Asian Assistance – Philippines Marby Cervantes Madulara – Team Leader, Operation and Medical Development

Sally Waithe – General Manager, AIG Travel EMEA

504P to 508P, Pacific Drive Five E Com Center Bldg. Pacific Drive Extension Block 18 Mall of Asia Complex, Pasay City, PHILIPPINES

21 Cecil Pashley Way, Shoreham Airport, Shoreham-By-Sea, West Sussex, BN43 5FF, UK tel: +44 (0)1273 456 484 email: sally.waithe@aig.com website: aig.com/travel

tel:

+63 999 878 6990

email: website:

Philippines@asian-assistance.com www.asian-assistance.com

AP Companies

Asian Assistance – Thailand Susanne Mørch – Director

Natalya Butakova – Business Development Manager

Viphavadi Tower 15th floor, 51/3 Ngamwongwan Road, Ladyao, Chatchuchak, 10900 Bangkok, THAILAND tel:

+66 2 056 1800

email: website:

17 Varshavskoye Shosse, Moscow 117105, RUSSIA

contact@asian-assistance.com www.asian-assistance.com

tel: fax:

Asian Assistance – Vietnam

email: website:

Str. Sholudenko 3, 04116 Kiev, UKRAINE

Vietnam@asian-assistance.com www.asian-assistance.com

tel: tel:

BrightCare Assist

Via del pozzo 30, Monteriggioni, 53100, Siena, ITALY 24hr tel: fax:

CareJet Assist

80 rue des alliés, 38100, Grenoble, FRANCE tel: fax:

EMA Global Pte Ltd

+33 438 49 83 49 +33 438 49 83 40

email: website:

carole.luisy@cnas-assistance.com www.cnas-assistance.com

DRF Luftrettung / German Air Rescue

Dexter Tan – Business Development Director 1 Farrer Park Station Road, #15-18, Farrer Park Medical Centre, SINGAPORE 217562

Dr. Peter Huber – CEO

German Air Rescue – Claim-Variante rot / schwarz

Rita-Maiburg-Str. 2, D-70794 Filderstadt, GERMANY

dexter@emaglobal.com.sg www.emaglobal.com.sg

German Air Rescue

Global Assistance & Healthcare

24h tel: fax:

+49 7007 3010 +49 7007 3119

email: website:

ops@drf-luftrettung.de www.drf-luftrettung.de/air-ambulance

DRK Assistance

Alain Durand – President Director

Andreas Speich – Managing Director

Cibis Nine, 5th Fl, Jalan TB. Simatupang No. 2, Cilandak – Pasar Minggu, Jakarta 12560, INDONESIA tel: +62 21 299 78 999 email: global@global-assistance.net fax: +62 21 299 78 9555/66 website: www.global-assistance.net

Aufm Hennekamp 71, 40225 Düsseldorf, GERMANY tel: fax:

Global Assistance Partners Co.,Ltd.

+49 211 301805-0 +49 211 301805-21

email: website:

info@drkassistance.com www.drkassistance.com

EgyCross Assistance

Gna KH CHUNG – CEO

Dr. Hany Benyamen – CEO

412 Vabien III, 86, TongIl-ro,Jung-gu, Seoul 04517, REPUBLIC OF KOREA +82 1670 0722 +82 2 720 8839

info@assistenzamedicah24.it www.medicalassistanceh24.com

email: website:

Carole Luisy – Managing Director

Level 24 Robinsons Cyberscape Beta, Topaz & Ruby Roads, Ortigas Center, 1605 Pasig City, PHILIPPINES email: ops@carejetassist.com tel: +63 2 226 6911 website: www.carejetassist.com

tel: fax:

+39 0823 966 694 +39 0823 966 694

CNAS

Anthony Decoste – President

email: website:

assist@assist-ukraine.com assist-ukraine.com

email: website:

Antonio Magliocca – Medical Director

Unit 10-1, Fort Legend Tower, 31st Street corner 3rd Avenue, Bonifacio Global City Taguig, 1632, PHILIPPINES tel: (632) 785-0055 email: ops@brightcare-assist.com fax: (632) 224-4152 website: www.brightcare-assist.com

+65 6753 9133 +65 6244 0030

+38044 251 28 11 +38044 239 90 56

BMC HEALTH SOLUTIONS 24hr Medical Assistance

Gloria Lee Carmen V. Matti – CEO

tel:

natalya@ap-companies.ru www.ap-companies.ru

Andrey ZIMIN – Director

5th Floor, 106 Ton Due Thang street, Quae Tu Giam ward, Dong Da district, Hanoi, VIETNAM +84 915 618 860

email: website:

AU International Service / ASSIST UKRAINE

Nick Wongkuan – Director of Finance and Business Development

tel:

+7 495 989 1120 +7 495 989 1130

email: website:

Av. del General Perón, 25 . Planta 10 F, 28020 Madrid, SPAIN

operations@globalassistance.co.kr www.globalassistance.co.kr

tel: tel:

58

+34 910 602 414 +20 100 6222 910

email: website:

ecanetwork@egycross-assistance.com www.egycross-europe.com

For all Service Directory enquiries email: sales@itij.com or please call +44 (0) 117 925 5151 (opt. 1)

Mehtap Baylam Akkaya – CEO Altunizade Mahallesi, Ord. Prof. Fahrettin Kerim Gökay Caddesi, Eşref Çakmak Plaza, No:32 Kat:3 34662 Üsküdar, İstanbul, TURKEY tel: +90 216 265 15 25 email: int@eurocrossturkey.com.tr website: www.eurocrossturkey.com.tr fax: +90 216 265 15 65

Global Assistance a.s.

Ing. Marek Jaroš – General Manager Dopraváku 749/3, 18400 Prague 8, CZECH REPUBLIC tel: fax:

+420 266 799 770 +420 266 799 797

ops@1220.cz www.1220.cz

email: website:

ASSISTANCE COMPANIES (EUROPE)

Eurocross Turkey

Global Voyager Assistance - Black Sea

Save Assistance France Thomas Blanchet – Key Account Manager / Responsable Grands Comptes 6 Rue Jean-Pierre Timbaud, Le Campus, Bat. B1, 78180 Montigny-Le-Bretonneux., FRANCE tel: +33 (0)13062 6752 email: blanchet@saveassistance.com 24 tel: +33 (0)13062 1122 website: www.saveassistance.com

Savitar Group Ltd. Maria Berkova – General Manager 3rd floor, entrance #4, 20/3 Bolshoy Karetniy lane, Moscow, 127051, RUSSIA tel: +7 495 987 1775 email: svg@savitar-gr.com fax: +7 495 987 1776 website: www.savitar-gr.com

Semesur Assistance

Oxana Razorenova – General Manager

Eugenio Crenes – General Manager

77-79 Nezhinskaya Str., 65023, Odessa, UKRAINE

Paseo de la Castellana 18, 7ª Planta, 28046 Madrid, SPAIN

tel: fax:

+38 048 7373 441 +38 048 7373 442

gmbs@gvassistance.com www.gvassistance.com

email: website:

+34 911 010 470 +34 902 001 410

tel: fax:

Global Voyager Assistance - Russia

email: website:

Costas Danilenko – CEO

Jane Hegeler – Managing Director

PO Box II, 125124 Moscow, RUSSIA

54 Melita Street, Valetta, VLT 1122, MALTA

tel: fax:

info@semesur.com www.semesur.com

Tangiers International

+7 495 775 0999 +7 495 775 0998

email: website:

cdanilenko@gvassistance.com www.gvassistance.com

+356 277 800 16 +356 2720 5500

tel: fax:

IFRA Assistance GmbH – Austria

email: website:

info@tangiersinternational.com www.tangiersinternational.com

TBS Team 24 d.o.o

Mr. Christian Steindl M.D. – CEO

Edvard Hojnik – General Manger

IFRA Assistance GmbH, Schießstattring 21, A-3100 St. Pölten, AUSTRIA

CROATIA, SLOVENIA, SERBIA, MNE, BH, KOS, MAC

tel: fax:

+43 (0) 2742 49 11 +43 (0) 27 42 89165

email: website:

office@ifra.at www.ifra.at

+386 2616 5819 +386 2618 5800

tel: fax:

Inchcape Medical & Assistance Services

email: website:

info@tbs-team24.com www. tbs-team24.com

Tyrol Air Ambulance

Mara Mytilineou – Operations Manager

Manfred Helldoppler – Managing Director

3, Agiou Dionysiou street, 18545 Piraeus, GREECE

Fuerstenweg 180, A-6026 Innsbruck-Airport, AUSTRIA

tel: fax:

(+30) 210 42 24 805 (+30) 211 79 07 790

email: website:

Intana Global Denise Groom – Head of Commercial 6 Devonshire Square, London EC2M 4YE, UK email: website:

enquiries@intana-global.com www.intana-global.com

Interamerican Assistance S.A. Inez Tissink – Coordinator International Activities

(+30) 210 94 61 750 (+30) 210 94 61 004

email: website:

tissinki@interamerican.gr www.interamerican.gr

Assistance Group Menasa Christian Deloughery – CEO Unit 4G, Gold Tower, JLT, Dubai, PO Box 128538, UNITED ARAB EMIRATES tel: +971 52 490 4258 email: cdeloughery@assistancegroup.ae website: www.assistancegroup.ae

CONNEX Assistance JLT

Fakeeh International

Johannes Hoischen – International Network and Repatriation

Dr. Fatih Mehmet GUL – Executive Director Palestine Street, Al Hamra District P.O. Box 2537 21461, JEDDAH/SAUDI ARABIA tel: 00966 12 6603080 email: ops@fakeehinternational.com website: www.fakeehinternational.com

Erna-Scheffler-Strasse 2, 51103 Köln, GERMANY +49 221 98 22 9333 +49 40 694597 61339

taa@taa.at www.taa.at

Lara Helmi – International Network Director

Malteser Service Center

tel: fax:

email: website:

#204 Gold Crest Executive Tower, Jumeirah Lake Towers, Dubai, UNITED ARAB EMIRATES tel: +97 14 368 36 25 email: dubai@connexassistance.com fax: +97 14 420 49 12 website: www.connexassistance.com

Syngrou Avenue 350,17680 Kallithea, Athens, GREECE tel: fax:

+43 512 22422 100 +43 512 288 888

tel: fax:

assistance@iss-shipping.com www.iss-assistance.com

(MIDDLE EAST)

(EUROPE)

ASSISTANCE COMPANIES

SERVICE DIRECTORY

email: website:

ambulance@malteser.org www.malteser-service-center.de

Marm Assistance

GORAL ASSISTANCE LTD

Mahmut Kadirbeyoglu – CEO

Marcel Kadoche – International Network and Development Manager

AirPort Plaza, Ankara Caddesi, No:486, Kurtkoy 34912, Istanbul, TURKEY

Maskit 27 str. Herzeliya Industrial Park 46733, ISRAEL

tel: fax:

+90 216 560 07 24 +90 216 560 07 07

email: website:

tel: fax:

marm@marm.com.tr www.marmassistance.com

+972 9 9579930 +972 9 9579931

email: website:

info@goralassist.com www.goralassist.com

IRAN ASSISTANCE

Medicall AG Markus Detel – Manager International Network

Ashkan Lahiji – International Network Manager

Zurichstrasse 38, CH-8306 Bruttisellen, SWITZERLAND

No 24,SOS building,15th Street, Gandi Avenue, Tehran,15175, IRAN

tel:

+41 44 655 16 67

email: website:

tel: fax:

mservices@medicall.ch www.medicall.ch

MRI Assist

+98-21-88648620 - 24 +98-21-88648502

email: website:

operation@iranassistance.com www.iranassistance.com

SWAN INTERNATIONAL ASSISTANCE – MUTUAL CARE Denise Rogers – Network Manager

Mr. Joseph Akiki – CEO

C/Porto Pi, 8. 07015 Palma de Mallorca SPAIN

P.O. Box 2265 Jounieh, Lebanon

tel: fax:

+34 971 919 244 +34 971 919 255

email: website:

info@medicalresponse.es www.mri-assist.com

tel 24/7: fax:

59

+961 9 224 008/009 +961 9 224 010

email: website:

request@swanassistance.com www.swanassistance.com

SERVICE DIRECTORY

Active Care Management Paul Schlosser – Client Relationship Manager 3600 Rhodes Dr., Windsor, ON, N8W 5A4, CANADA tel: fax:

+519 945 8256 ext.4111 +519 251 5165

pschlosser@active-care.ca www.active-care.ca

email: website:

AIG Travel Jim Koziol – General Manager, North America 3330 Business Park Drive, Stevens Point WI 54482, USA tel:

+1 715 295 9105

email: website:

jim.koziol@aig.com aig.com/travel

CLAIMS MANAGEMENT

ASSISTANCE COMPANIES (NORTH AMERICA)

For all Service Directory enquiries email: sales@itij.com or please call +44 (0) 117 925 5151 (opt. 1)

Claims at TuGo Taka Katsube – Director Assistance & Cost Managment 10th Floor, 6081 No.3 Road, Richmond, BC V6Y 2B2, CANADA tel: fax:

tkat@tugo.com www.tugo.com

email: website:

Eurocross Turkey Mehtap Baylam Akkaya – CEO Altunizade Mahallesi, Ord. Prof. Fahrettin Kerim Gökay Caddesi, Eşref Çakmak Plaza, No:32 Kat:3 34662 Üsküdar, İstanbul, TURKEY tel: +90 216 265 15 25 email: int@eurocrossturkey.com.tr website: www.eurocrossturkey.com.tr fax: +90 216 265 15 65

Global Assistance & Healthcare

ASSIST CARD Federico Tarling – Chief Service Officer

Alain Durand – President Director

ASSIST-CARD Building, 175 South West 7th Street, Suite 2407, Miami, FL 33130, USA tel: +1 305 381 9959/69 email: federico.tarling@assistcard.com toll free: +1 800 874 2223 website: www.assistcard.com

Cibis Nine, 5th Fl, Jalan TB. Simatupang No. 2, Cilandak – Pasar Minggu, Jakarta 12560, INDONESIA tel: +62 21 299 78 999 email: global@global-assistance.net fax: +62 21 299 78 9555/66 website: www.global-assistance.net

CanAssistance

Global Excel Management John Spears – VP Business Development & Marketing

Fabienne Lavoie – Director, International Operations and Claims 550 Sherbrooke Street West, Suite B-9, Montreal, Quebec, H3A 3S3, CANADA tel: +1 514 286 7707 email: fabienne.lavoie@canassistance.com fax: +1 514 286 8413 website: www.canassistance.com

73 Queen St, Sherbrooke, QC J1M 0C9, CANADA tel: fax:

+1 819 566 8833 +1 819 566 8447

corpinfo@globalexcel.com www.globalexcel.com

email: website:

Intana Global

GORAL ASSISTANCE CANADA INC. David Ohayon – Local Manager

Denise Groom – Head of Commercial

2155 Vincent St, Montreal, QC H4M 1M6, CANADA

6 Devonshire Square, London EC2M 4YE, UK

tel: fax:

+1 514 448 1343 +1 514 448 1835

email: website:

enquiries@intana-global.com www.intana-global.com

email: website:

info@goralassist.ca www.goralassist.com

New Frontier Group

MD ABROAD Ignacio C. Marquez – COO

Gitte Bach – President and CEO

2999 NE 191st Street, Suite 608, Aventura, Florida, USA

1024 Bayside Drive, Suite 144, Newport Beach, California, 92660-7462, USA

tel: fax:

+1 (786) 475-5475 +1 718 847 0533

email: website:

tel: fax:

operations@mdabroad.com www.mdabroad.com

+1 949 429 7130 +1 949 666 6520

Bach@NewFrontierGroup.com www.newfrontiergroup.com

email: website:

Star Healthcare Network, Inc.

SunMed International, LLC Dra. Kinyi Haber – Medical Director. VP International Operation

Gigi Galen Grobstein – President

2000 NW 89th Place. Miami FL 33172, UNITED STATES

120 Bloomingdale Road, Suite #304, White Plains, NY 10605, USA

tel: fax:

+1 786 888 6792 +1 786 551 0763

email: website:

khaber@sunmedint.net www.sunmedint.net

tel: fax:

TMCA Group Corp

email: website:

Ggalen@starhealthcarenet.com www.starhealthcarenet.com

contact the sales department now: sales@itij.com or telephone: +44 (0)117 925 51 51 (opt.1) Global Excel Management John Spears – VP Business Development & Marketing 73 Queen St, Sherbrooke, QC J1M 0C9, CANADA +1 819 566 8833 +1 819 566 8447

email: website:

sales@itij.com or telephone: +44 (0)117 925 51 51 (opt.1)

Crystal@tmcatravel.com www.tmcatravel.com

corpinfo@globalexcel.com www.globalexcel.com

COST CONTAINMENT (AFRICA)

+1 646 398 9021 +1 646 398 9025

To have your company listed in our service directory

tel: fax:

email: website:

contact the sales department now:

217 Broadway Suite 608, New York, New York 10007, USA tel: fax:

+ 1 914 358 9121 + 1 914 358 9206

To have your company listed in our service directory

Crystal Wharton – President

New Frontier Group

(EUROPE)

CATASTROPHIC CLAIMS SPECIALISTS

+1 604 303 2113 +1 604 276 4593

Gitte Bach – President and CEO 1024 Bayside Drive, Suite 144, Newport Beach, California, 92660-7462, USA tel: +1 949 429 7130 email: Bach@NewFrontierGroup.com fax: +1 949 666 6520 website: www.newfrontiergroup.com

AIMS Bernadette Breton – Chief Executive Officer AIMS House, 3 West St, Bryanston 2191, Johannesburg, SOUTH AFRICA tel: +00 27 11 783 0135 email: operations@aims.org.za fax: +00 27 11 783 2950 website: www.aims.org.za

Medical Services Organisation (MSO) Brenda Durow – General Manager - Assistance PO Box 1578, Gallo Manor, 2052, SOUTH AFRICA tel: fax:

+27 (0)11 259 5403 +27 (0)11 259 5001

assistance@mso.co.za www.mso.co.za

24hr email: website:

AP Companies Natalya Butakova – Business Development Manager 17 Varshavskoye Shosse, Moscow 117105, RUSSIA tel: fax:

+7 495 989 1120 +7 495 989 1130

email: website:

natalya@ap-companies.ru www.ap-companies.ru

ChargeCare International

Plotkin Health Inc – A Subsidiary of MacroHealth LP Shaun A. Plotkin BA (Uvic), LLB (Monash), GDLP – President

Mary-Jo McDonald (MJ) – Managing Director

27-3088 Francis Road, Richmond, British Columbia V7C 5V9, CANADA

Sanderum Centre, 30a Upper High Street, Thame, OX9 3EX, UK

tel: fax:

+1 604 241 9639 +1 604 241 0733

email: website:

shaun@plotkinconsulting.com www.plotkinconsulting.com

tel: fax:

60

+44 1865 400 007 +44 845 003 1351

email: website:

contact@chargecare.net www.chargecare.net

For all Service Directory enquiries email: sales@itij.com or please call +44 (0) 117 925 5151 (opt. 1)

(NORTH AMERICA)

Eurocross Turkey Mehtap Baylam Akkaya – CEO Altunizade Mahallesi, Ord. Prof. Fahrettin Kerim Gökay Caddesi, Eşref Çakmak Plaza, No:32 Kat:3 34662 Üsküdar İstanbul, TURKEY tel: +90 216 265 15 25 email: int@eurocrossturkey.com.tr website: www.eurocrossturkey.com.tr fax: +90 216 265 15 65

Marm Assistance Mahmut Kadirbeyoglu – CEO AirPort Plaza, Ankara Caddesi, No:486, Kurtkoy 34912, Istanbul, TURKEY tel: fax:

+90 216 560 07 24 +90 216 560 07 07

marm@marm.com.tr www.marmassistance.com

email: website:

FUNERAL DIRECTORS

COST CONTAINMENT (EUROPE)

SERVICE DIRECTORY

Global Excel Management

Petar Chernaev – Manager 1 Gevgeliiski, Sofia 1309, BULGARIA +359 882 52 9557

tel:

email: website:

office@extremecare.eu www.extremecare.eu

Flying Home Pte Ltd Mr Ang Ziqian – Director Blk 4 Lorong 8 Toa Payoh #01-1345A, SINGAPORE +65 6253 0001 +65 6353 5801

tel: fax:

enquiry@flyinghome.com www.flyinghome.com

email: website:

Funeral Home AURIGA Ltd.

John Spears – VP Business Development & Marketing

Helena Sulikova – Chief of International Department

73 Queen St, Sherbrooke, QC J1M 0C9, CANADA

B. Nemcové Street 1052/1, 412 01 Litomerice, CZECH REPUBLIC

+1 819 566 8833 +1 819 566 8447

tel: fax:

corpinfo@globalexcel.com www.globalexcel.com

email: website:

tel: fax:

Global Medical Management

+420 724 257 899 +420 416 732 582

repatriations@pohrebni-auriga.cz www.funeral-assistance.cz

email: website:

Funeralia

Raija Itzchaki – COO

Oleg Antoni Milinski – Funeral Director

880 SW 145th Ave., Suite 400, Pembroke Pines, FL, 33027, USA

80061 MASSA LUBRENSE (NA), via Titigliano 4, ITALY

+1 954 370 6404 +1 954 370 8613

tel: fax:

info@gmmi.com www.gmmi.com

email: website:

tel:

MD ABROAD

+39 331 109 4168

email: website:

Funeralia.org@gmail.com www.funeralia.org

FUNERARIA OFFICIA ROBERTO ZEGA - Worldwide Repatriations Specialist Ignacio C. Marquez – COO

Cristina Zega – Repatriations Manager

2999 NE 191st Street, Suite 608, Aventura, Florida, USA

Via Clelia, 26 / 28 - 00181 Roma, ITALY

tel: fax:

+ 1 (786) 475-5475 +1 718 847 0533

email: website:

operations@mdabroad.com www.mdabroad.com

tel: fax:

New Frontier Group

0039 06 78 40 300 0039 06 78 02 488

email: website:

info@zega.it www.zega.it

G7 Mortuary Shipping - Latin-American Funeral Assistance

Gitte Bach – President and CEO

Christian Correa – Operations Director

1024 Bayside Drive, Suite 144, Newport Beach, California, 92660-7462, USA +1 949 429 7130 +1 949 666 6520

tel: fax:

Zona Franca Local 110, Rionegro, Antioquia, COLOMBIA & USA

Bach@NewFrontierGroup.com www.newfrontiergroup.com

email: website:

tel: tel:

Penfield Care

+1 203 343 8111 +57 4 562 1142

email: website:

info@g7ms.com www.g7ms.com

Rowland Brothers International Ltd. Mr Stephen Zatylny – President

Fiona Greenwood – Operations Director

A1-130 Terence Matthews Crescent, Ottawa, Ontario, K2M 0J1, CANADA

299-305 Whitehorse Road, West Croydon, Surrey CR0 2HR, UK

+1 613 703 9861 +1 819 200 0281

tel: fax:

info@penfieldcare.com www.penfieldcare.com

email: website:

tel: fax:

Plotkin Health Inc – A Subsidiary of MacroHealth LP

+44 20 8684 2324 +44 20 8684 8000

email: website:

info@rowlandbrothersinternational.com www.rowlandbrothersinternational.com

Singapore Casket Company (Pte) Ltd – Worldwide Repatriation

Shaun A. Plotkin BA (Uvic), LLB (Monash), GDLP – President

Calvin Tang

27-3088 Francis Road, Richmond, British Columbia V7C 5V9, CANADA

131 Lavender Street, Singapore, 338737, SINGAPORE

+1 604 241 9639 +1 604 241 0733

tel: fax:

shaun@plotkinconsulting.com www.plotkinconsulting.com

email: website:

tel: fax:

GROUND TRANSPORT - MEDICAL

Star Healthcare Network, Inc. Gigi Galen Grobstein – President 120 Bloomingdale Road, Suite #304, White Plains, NY 10605, USA + 1 914 358 9121 + 1 914 358 9206

tel: fax:

CRITICAL CARE PATIENT TRANSPORT

Extreme Care Repatriation

email: website:

Ggalen@starhealthcarenet.com www.starhealthcarenet.com

European Air Ambulance Patrick Schomaker – Director Sales & Marketing Luxembourg Airport, B.P.24, L-5201, Sandweiler, LUXEMBOURG 24hr tel: fax:

+352 26 26 00 +352 26 26 01

email: website:

alert@air-ambulance.com www.air-ambulance.com

Malteser Service Center

+65 6293 4388 +65 6296 5993

email: website:

customerservice@singaporecasket.com.sg www.singaporecasket.com.sg

Gateway International EMS

Oliver L. Müller – Managing Director 1440 G St. NW, Washington DC, 20005 , USA tel: fax:

+1-888-828-5258 +1-201-205-2239

email: website:

operations@gateway-ems.com www.gateway-ems.com

GroundMed Australia Matthew Kline & Mark Wardrop – Executive Directors Hangar 650 Drover Road, Bankstown Airport. NSW, Sydney, AUSTRALIA 2200 tel: +61 2 8700 0685 email: ops@airmed.com.au fax: +61 2 8700 0663 website: www.airmed.com.au

LifeMed Worldwide

Johannes Hoischen – International Network and Repatriation

24/7 Chauffeured Transportation & Ground Ambulance

Erna-Scheffler-Strasse 2, 51103 Köln, GERMANY

990 Biscayne Blvd. Suite 502 Miami, FL 33132, USA

tel: fax:

+49 221 98 22 9333 +49 40 694597 61339

email: website:

tel:

ambulance@malteser.org www.malteser-service-center.de

+1-305-501-2009

email: website:

ops@lifemedworldwide.com www.lifemedworldwide.com

One Call Medical Transport

Skyservice Air Ambulance David Ewing – Senior Vice President, Global Markets

24 Hour Worldwide Ground Transports

Montreal/PE Trudeau Int Airport, 9785 Avenue Ryan, Montreal (Quebec), H9P 1A2, CANADA tel: +1 514 497 7000 email: alert@skyservice.com fax: +1 514 636 0096 website: www.skyserviceairambulance.com

3815 E Main St., Suite C St. Charles, IL 60174, USA tel: fax:

61

+1 630 444 2100 +1 630 823 2900

email: email:

ops@ocmt.com www.ocmt.com

SERVICE DIRECTORY

Acıbadem Healthcare Group Berna Gür – International Network Supervisor Fahrettin Kerim Gökay Cad. No:49 34662 Altunizade İstanbul, TURKEY tel: 0090 530 9768398 email: website:

ops@acibadem.com.tr www.acibademinternational.com

Anatolia Hospital Dr. Irfan Erdogan – General Coordinator Caybasi Mh 1352 Sk No 12 , 07100 Antalya, TURKEY +90 242 249 33 00 +90 242 311 67 78

tel: fax:

drirfan@anatoliahospital.com www.anatoliahospital.com

email: email:

Broward Health International Manuela Pujals – Manager Business Development 1608 SE 3rd Avenue, Ste 503-B, Ft Lauderdale, FL 33316, USA +1 954 767 5587 +1 954 888 3874

tel: fax:

email: email:

MPujals@browardhealth.org Sbaig@browardhealth.org

Jackson Memorial Hospital International Dominick Destefano – Associate Director of Sales 1500 NW 12th Avenue, Suite 829 East, Miami, FL 33136, USA +305-355-1211 +305-355-5545

tel: fax:

email: website:

MEDICAL ESCORT ON COMMERCIAL AIRLINES

HOSPITALS

For all Service Directory enquiries email: sales@itij.com or please call +44 (0) 117 925 5151 (opt. 1)

Gert Muurling – CEO & Medical Director Auf Roedern 7c, 56283 Pfaffenheck, GERMANY +49 6742 897 425 +49 3212 100 5018

tel: fax:

info@globalmed-international.com www.globalmed-international.com

email: website:

LIFESUPPORT Air Medical Services Graham Williamson – CEO VANCOUVER – CALGARY – TORONTO – FRANKFURT +1 250 947 9641 +1 877 288 2908

tel: fax:

Medical Wings

email: website:

graham.williamson@LifeSupportTransport.com www.LifeSupportTransport.com

Dr.Sura Jaidwatee, M.D. – Medical Flight Manager 222 Don Mueang International Airport Office Building 3rd Floor, Vibhavadi Rangsit Road, Sanambin, Don Mueang, Bangkok 10210, THAILAND 24h tel: +662 247 3392 email: m.w@medicalwings.com fax: +662 535 4734 website: www.medicalwings.com

Prime Nursing Care, Inc.

Franziska Hollenstein – CEO / Founder 1918 Harrison Street, Suite 215, Hollywood, Florida, 33020, USA + 1 754 999 0460 + 1 754 222 5051

24/ 7 tel: fax:

Dominick.destefano@jhsmiami.org www.jmhi.org

email: website:

www.primenursingcare.com contact@primenursingcare.com

PARKVIEW AIR MEDICAL

Luz Saúde SA

Graham Mitchell – President

Eve Jokel, MPH – International Director

#11 Zina Street, Orangeville, (Ontario) L9W-1E2, CANADA

Rua Carlos Alberto da Mota Pinto, 17-9.º 1070-313 Lisboa, PORTUGAL +351 213 138 260 +351 213 530 292

tel: fax:

email: website:

835 Seminole Blvd., Tarpon Springs FL, 34689, USA

Larry Baker – Managing Director 136 W. Dickinson Street, Suite 109, San Diego, CA 92103-8222, USA +1 619 471 0466 +1 619 543 5282

US tel: EU tel:

Sharp.GlobalPatientServices@sharp.com www.sharp.com

email: website:

lbaker@ucsd.edu health.ucsd.edu/international

MEDICAL PROVIDER

email: website:

UC San Diego Health System International Patient Program

tel: fax:

+1 858 437 5131 +1 858 408 7856

email: website:

milanfloribus@gmail.com acglobalmedicaltransports.com

AirMed Australia

TECHNOLOGY

8775 Aero Drive, Ste 120, San Diego, CA 92123, USA

tel: fax:

+254 20 6000 090 +254 20 344 170

email: website:

emergency@flydoc.org www.flydoc.org

Patrick Schomaker – Director Sales & Marketing

+254 20 6000 090 +254 20 344 170

email: website:

emergency@flydoc.org www.flydoc.org

Cambridge Global Payments Brad Loder – VP Marketing & Corporate Sponsorships 212 King Street West, Suite 400, Toronto, ON M5H 1K5 CANADA tel:

email: website:

+1 (416) 646 6401 ext. 2392

bloder@cambridgefx.com www.cambridgefx.com

Firemelon (Magenta Insurance System)

02895 213 831

email: website:

david.corney@firemelon.com www.firemelon.com

email: website:

marc@voyageur.co.uk www.voyageur24.com

Voyageur Aeromedical Travel Marc Banting – Director 19 Lower Park Row, Bristol, UK tel: fax:

+44 (0)117 921 0401 +44 (0)845 384 7008

contact the sales department now:

Luxembourg Airport, B.P.24, L-5201, Sandweiler, LUXEMBOURG +352 26 26 00 +352 26 26 01

tel: fax:

To have your company listed in our service directory

European Air Ambulance

24hr tel: fax:

Wilson Airport, Langata Road, PO Box 18617, Nairobi, KENYA

tel:

TRAVEL AGENTS

Wilson Airport, Langata Road, PO Box 18617, Nairobi, KENYA

Dr Bettina Vadera – Medical Director

40-42 Lisburn Road, Belfast,BT9 6AA, NORTHERN IRELAND

Hangar 650 Drover Road, Bankstown Airport. NSW, Sydney, AUSTRALIA 2200 tel: +61 2 8700 0685 email: ops@airmed.com.au fax: +61 2 8700 0663 website: www.airmed.com.au

Dr Bettina Vadera – Medical Director

AMREF Flying Doctors

David Corney – Managing Director

Matthew Kline & Mark Wardrop – Executive Directors

AMREF Flying Doctors

info@skycareglobal.com www.skycareglobal.com

sales@itij.com or telephone: +44 (0)117 925 51 51 (opt.1)

sales@itij.com or telephone: +44 (0)117 925 51 51 (opt.1)

Milan Floribus – President

email: website:

contact the sales department now:

contact the sales department now:

AC Global Medical Transports

+1 727 230 2263 +39 345 461 8122

To have your company listed in our service directory

To have your company listed in our service directory

tel: fax:

repat@parkviewairmedical.com www.parkviewairmedical.com

Stephen Avise – VP of Operations

8695 Spectrum Center Blvd., San Diego, CA 92123, USA +1 888-265-1513 +1 858-499-4967

email: website:

SkyCare Global LLC.

Jacquie Schwoerke – Vice President, Sharp GPS

toll free: tel:

1 519 942 8143 1 519 941 4213

tel: fax:

intlpatientservices@luzsaude.pt luzsaude.pt/en

Sharp Global Patient Services

MEDICAL ESCORT ON COMMERCIAL AIRLINES

GlobalMed International

email: website:

sales@itij.com or telephone: +44 (0)117 925 51 51 (opt.1)

alert@air-ambulance.com www.air-ambulance.com

62

ON THE MOVE

Collinson appoints Paul Caris

Movements at Sedgwick

Global loyalty and benefits company Collinson has announced the appointment of Paul Caris as its new Chief Information Officer (CIO). In the role, Paul will be responsible for leading Collinson’s global technology strategy, with a remit spanning its travel experiences, insurance, assistance and loyalty offerings.

Paul has previously held a number of leadership positions in various industries, including technology, media and financial services. He spent three years running a technology consultancy, and served for five and a half years as CIO at Eversheds Law Firm.

“We are delighted to welcome Paul to the team,” said Christopher Evans, Joint CEO of Collinson. “[He] brings a wealth of knowledge and experience from previous consultancy and in-house roles. We know consumers expect a fast, frictionless experience and so continue to invest in our technology platforms and teams to better serve our clients with smarter, digital experiences which help them to engage deeper with

Sedgwick, a global provider of technologyenabled business solutions in the risk and benefits services space, has made a number of leadership appointments for its UK business. These are part of its ongoing development strategy following its acquisition of Cunningham Lindsey, and include the recent announcement of Stewart Steel’s appointment as Sedgwick’s CEO for the UK. “I am immensely proud to have the responsibility of leading Sedgwick’s UK business and am confident the new team and its focus on growth and service excellence will provide Sedgwick a strong foundation for future growth,” said Stewart. “We are embarking on a new era as we look to combine two fantastic businesses that are rich in tradition, experience and expertise and bring them together under the Sedgwick banner.”

Paul White, former COO of Cunningham

Paul Caris

their customers. Reflecting the importance and influence of technology to Collinson and our customers in terms of providing unique customer insight, value generation and competitive advantage, Paul is also the newest member welcomed to the Board.”

Cyber hire at Willis Towers Watson Global advisory, broking and solutions company Willis Towers Watson has appointed Corrado Zana as Client Engagement and Strategy Leader for its cyber risk solutions business in Western Europe. Corrado will be based in Milan, Italy, and will report to Global Head of Cyber Risk Anthony Dagostino. In the newly-created role, he will take on responsibility for delivering the company’s integrated cyber risk approach in the region.

The appointment, said Willis Towers Watson, is part of ongoing, major investment moves in its global cyber business; it is developing a series of holistic end-to-end cyber risk solutions, ‘covering human capital consultancy, risk

quantification and technology advisory’.

“It is exciting to be joining a global company which is dedicated to tackling the cyber threat by integrating many different approaches and solutions,” said Corrado.

“The vast majority of cyber incidents are a result of employee behaviour, so in addition to technology and risk transfer, understanding organisational culture, talent and enterprise capabilities is critical to effectively assessing and managing cyber risk. Our clients need a strategic approach that assesses, protects and enables recovery through end-to-end solutions to build their cyber resiliency. I look forward to understanding and meeting their needs by bringing the many strengths of Willis Towers Watson together.”

Kadirbeyoglu to remain on Marm board Marm Assistance has announced that Mahmut Kadirbeyoglu, who joined Marm in 2015 as a board member and subsequently took over the function of General Manager, has taken the decision to remain as a Marm board member, a decision that took effect as of 1 May. “General Manager function will be executed

by Marm COO Hamdi Inan by proxy,” said Marm. “We wish all the success to Mr. Kadirbeyoglu and Mr. Inan for their new positions and would like to take this chance to emphasise our confidence in the sustaining and ever flourishing co-operation for the future.”

Lindsey UK, has been named COO of Sedgwick’s UK business, and David Aiston, former Director of Strategic Business Development and Head of Global Specialty Markets at Cunningham Lindsey UK, has been appointed Sedgwick’s UK Head of Strategic Business Development. Mark Henderson, former Director of Projects and Risk & Compliance for Cunningham Lindsey UK, has been appointed UK Head of Projects, Risk and Compliance for Sedgwick, and Jon Sutton, former Financial Director of Cunningham Lindsey UK, has been appointed Sedgwick’s Chief Financial Officer for the UK. “We have a very strong operational team combining the best of both businesses,” said Paul. “I am looking forward to working closely with Stewart and my operational colleagues as we build and drive Sedgwick’s growth in the UK.”

Healix appoints UK Sales Director Healix International, a provider of travel risk management and medical and security assistance services, has announced the appointment of Claire McKinnon as its new UK Sales Director. The appointment follows a recent restructuring at Healix.

Claire brings over two decades’ experience in the assistance market to the role, having managed sales and management teams with major corporate entities such as Allianz Global Assistance (now Allianz Partners).

“It is essential to have the right people leading our business in our key markets and Claire’s experience and credentials speak for themselves,” said Declan Meighan, Healix’s Global Managing Director. “We are delighted that she has agreed to join the team to help spearhead Healix

International’s growth in the UK.” Claire said that she was excited to join the team: “As a previous client of Healix, I have always been impressed with their flexibility and service excellence. Healix has successfully nurtured client relationships across many different sectors, notably with insurers and brokers in the travel, healthcare and IPMI markets, as well as direct with corporates, government Claire McKinnon bodies and NGOs. My role will explore broader avenues for all our services, enhancing our propositions to the benefit of our clients and ensuring Healix continues to deliver industry-leading customer care solutions in a global marketplace.”

Franks joins Beazley Specialist insurer Beazley has appointed Sam Franks as its new UK Regional Business Development Manager. He will join the company on 1 September, when he will take on responsibility for leading its new business development initiative throughout the UK. Sam joins from Hiscox, where he was Regional Manager for Hiscox Birmingham; he also previously served as Head of Broker Operations for the company.

Will Roscoe, Head of Broker Relations Europe at Beazley, said: “Expanding our business in the UK outside London is a

major element of our European growth strategy. The role played by our UK business development manager will be critical to our success. We are delighted that Sam, with his profound knowledge and experience of the UK regional broking market, has chosen to join us.”

Sam commented: “I am very excited to be joining Beazley to support its expansion in the UK regional broker market. I have spent my entire career in this market and passionately believe that forming a close partnership with brokers is key for mutual success.”

Dedicated Account Management Team.

North America and Worldwide.

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2017-06-29 1:42 PM

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